Fixing Computers for a Living
Should Lockergnomie Mike Nelson feel bad?
I run my own computer repair business. I am the only one locally that will actually go to people's home and fix their sick little babies. Mind you, I love what I do, but the attitude of some customers has left me thinking later I should have said this, or that to get my point across. A recent customer who had a partition virus, got a dump and reload, left me wishing I had thought of this to say or that, just not the right thing at the right time.
I was called back to their residents two days after I cleaned their computer with a new XP Home with SP2 installed. I had to put their IE explorer back to default settings so it was friendlier to the urls they were going to.
As I had her test it out to make sure it was doing what she expected, a pop-up showed up wanting to know if flash media could install on her banking site. I told her that was the SP2 in action and was normal. Next words out of her mouth, “well, what if I don't want SP2? I like the old way.” Knowing that Microsoft now doesn't give you much of a choice because of their policy change this month, I just matter of fact stated SP2 was for security, and she doesn't have a choice. SP2 is for her security and everyone else on the internet. After all, we would not want her computer spreading virus to other systems would we? I try to keep things simple for my customers as I have found over the years that simple, even if it is not 100% true, but it passes the 99% test, I am doing the customer a favor confusing them with long explanations. But I have to admit, in the back of my mind, I was thinking “Who the Hell does this person think she is?”
After I got home, I thought I should have told her that if she had a car that was being recalled to fix the wheels so they wouldn't fall off after a few thousand miles and endanger not only her life, but other cars around her, would not she take it in and get it fixed? I get disturbed that people just don't get it sometimes. I spend a few hours getting their computer fixed because of some action or lack of action on their part and I love doing it. I love helping people. Of course loving doing something and getting paid to do it is even better. But I do find myself getting irritated when people come up with this attitude I don't want to change the way I do things and I am going to do it my way whether it is right or not.
I am sure I am going to be called back to fix their computer again as I put Adaware, Spybot, Spyblaster, and a firewall on their computer when I redid it, but they are not going to keep them updated and run scans even if I put those first three in a Twice A Month Folder I created on their desktop. I realize that it just makes me more money, but attitudes of customers sometimes really leaves me shaking my head wondering why in the heck these people even bother with computers when they can't follow directions.
I guess I shouldn't complain, as it keeps my business going. But it is really hard for me to keep smiling sometimes.
I love helping people, too – and I always prefer giving the shorter explanation.
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8 Comments
SocioBiblog
June 11th, 2007
at 9:26am
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StumpMan
April 22nd, 2005
at 5:37am
I do the same thing here in N.C. I seem to go thru the same thing on a weekly basis. I wish there was an alternative to Windows .
Trust me, I'd love to setup a KDE /debian install, but that won't run “Pro Bass Fisherman XXI” or whatever software they've grabbed from WalMart. Wine and Codeweaver are great, but JoeUser is not going to go thru the configuration of a program everytime when it runs in Windows.
Basically I took to offering a monthly cleaning service. For a small fee I come out twice a month and clean. Spybot, Anti-virus, defrag, etc.
nwistheone
April 22nd, 2005
at 6:10am
i also work on computers, and i figured out the “short answer” worked pretty quickly. the customers don't understand what's going on, and sometimes, i wonder if they even care. they just want their machines to work… frustrating sometimes…
Anonymous
April 22nd, 2005
at 6:34am
I think most occupations have some level of “if only the customer could…” to them. I don't know of any that, if examined closely, don't take advantage of other people's shortcomings, laziness, time, etc. I wouldn't feel bad. You actually *try* to help them be safer, more self-sufficient and able to go into the online world without your help. You don't purposely try to create a situation where they become dependent or break-down and need your help again. So, you're just running into the fact that people are people and not all of us can, desire, want to, or are otherwise able to do alllll the things we should.
That's why we have nice folks like you to help us where we leave off. : )
-Dan
StumpMan
April 22nd, 2005
at 7:28am
Well anon,
You are right. The large majority of people want an OS that works right out of the box. The tweaking and configuring is what the biggest flaw of Linux is to them (normally this is the part where I put on flame proof clothing due to attacks from Linux gurus).
There have been cases where I know all the person is going to do is check email and maybe a few websites, and I have set them up with debian, and configured KDE to 'look like' XP. Those are the people I almost never hear from again.
The biggest part of my business is “John Doe bought this game for his son/daughter and it will not work” (drivers) or “my computer isn't running as fast as it used to” (spyware/adware).
So, from a financial perspective, the Windows people keep me in business.
Anonymous
April 22nd, 2005
at 12:31pm
As I was reading this I thought about how common this issue really is. People go to see the doctor, but not all of them follow his/her advice. They buy a new car but how many read the owner's manual (RTFM?) and follow the maintainance schedule? If you think about it, there are lots of examples. Good people like yourself have to take that into account and realize that not everyone thinks the same way you do. If not, it's easy to develop contempt for them, and that's not the way to be (although it's an easy trap to fall into). It Sounds like you're doing the right thing. Keep up the good work!
Tom D.
Anonymous
April 26th, 2005
at 8:08pm
To all those going into this field: part of your job is education. Educate them as best you can, even if you don't think they'll get it the first time. A physician not only prescribes the medication and performs the procedures, but also educates the patient as to why s/he is doing it. Lord knows how many times I had to ask my doctor the hows and whys of such and such. A good mechanic doesn't just fix the problem for the owner — s/he lets them know the symptoms and what to look out for in case it happens again. I know that a large part of your job satisfaction actually comes from fixing the problems and getting your hands dirty and if the job only entailed that much, I'd be in it myself too. But the truth of the matter is, if you don't educate them, who will? As you said, they certainly are not going to put forth much effort, make the best of your time with them with short, easy to understand, but useful information.
Linuxathome
Thor999
March 17th, 2008
at 9:41pm
Hey guys I am trying to break into the business myself, can you guys point me in the right direction for valuable websites, and maybe do I need any certifications? Thanks in advance!