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Service References - Bricks & Bouquets
Stu Innes, Regina
Businessperson, Grain Farmer, Friend
As we review the comments made by the Duncans team concerning 'on site
service' we immediately feel the negative undercurrent of dissatisfaction
with the previous arrangement for on site service calls. As unfortunate as
this change may be for some business customers we also clearly see the
stated goal of greater fairness in pricing for both Duncans and client. As
to whether or not this policy is written in stone will depend on the
continued development of a "working relationship" with present
and future customers, with perhaps a greater focus on fairness and
definitive pricing. Just my two cents. December 11, 2000
A+ Certified Duncan Technician and CCNA (Cisco) Candidate
I think that this is a
good development. I believe this because when you go to a customer's site
you can never be fully equipped. You often do not know what the real
problem is. I believe this to be the main trouble with on-site
service calls. It's just so much easier to work in a familiar environment,
where we know we can easily get the tools, information and teamwork
assistance that we may need to correct a problem. November 27, 2000.
Hjertaas, A+ Certified Duncans Associate and Technician
It's about time.
Since before now we have been unable to reliably enforce proper service
charges. This is a giant step in the right direction. Now we will be able
to monitor more closely the time spent working on machines and bill more
appropriately. There will no longer be cases where a customer gets four
hours of service and will not pay for more than one. Efficiency is an
integral part of a great business and this is big step towards that goal.
November 27, 2000
John Duncan - Senior
Sales Administrator, A+ Candidate and Duncans Associate
The posts to this
discussion certainly reveal the frustration we have all been feeling. We
all work so very hard to meet the needs of our clients, and we have often
been rewarded both financially and through personal compliments for our
work and dedication. I can not even remember the number of times we have
said to a client who has asked us "Do I owe you something for this
service work? and we have replied, "No, that's all right!"
So we, ourselves, may be at the very root of the problem, and we may be
contributing to the perception that our knowledge and expertise is of no
value, as we give it away freely. All of the professions we have in place
today have no problem turning the meter on. Doctors, lawyers, accountants
have learned how to do it. We need to learn how to bill for our expertise
ourselves, politely, firmly, fairly and consistently for us to gain the
respect of our clients and be treated as professionals.
we are unable to do this, then we are only tradesmen in their eyes. and
not worthy of professional respect. Knowing how to diagnose a computer's
problems and being able to correct those problems is important. Knowing how
to be paid for our expertise could be the most difficult and perplexing
computer problem we will ever face. November 27, 2000
Robert McCallum Senior A+ Computer
Technician (15 years experience), CCNA (Cisco) Candidate and
One of the longest standing problems for IT
personnel or Companies is payment for actual services rendered. People
are willing to pay for almost anything except someone else's knowledge.
When a plumber comes to your home or place of business and takes 2
hours to find a plugged line that you caused, then takes 5 minutes to
fix it, you expect a bill for 3 hours @ $65.00 per hour without
question. When a computer technician spends 2 hours to straighten the
mess you caused on your hard drive because you don't know anything about
the machine you are depending your business on, then takes 5 minutes to
fix the error, you usually get a bill for 1 hour and throw a hissy fit
because it ONLY TOOK 5 MINUTES!!! This total lack of respect for
someone's knowledge leads to the problems that result in us having to
implement new onsite policies.
When you buy a vehicle from a car dealer its assumed by both
parties that you know how to drive, and wrapping the car around a tree
isn't covered by warranty. November 27, 2000
Jerrad DeBolt - A+ Certified Duncan
Technician and Associate
In reference to cancellation of
on-site warranty service....... I
think that putting it in black and white it makes us look more
professional, as well as preventing the "Oh I didn't know that"
routine. I think that overall this is a step in the right direction, since
it eliminates mom and pop thinking and shows confidence and leadership.
This is the kind of thing that will say "we mean business"
instead of "can u give us business". . .......................
.............I approve :) November 27, 2000
Les Hallett - A+ Certified Candidate and
Right on. The business clients we
have tend to be averse to spending money on properly designed information
systems, both at hardware-purchase time and system-design time. The time
spent on "expert consulting" tends to be about 10 minutes during
the "hardware-purchase" phase. The client regards this as a free
service, a benefit of buying from a shop with expertise instead of from a
big box store. Unfortunately, the client generally chooses a
single-point-of-failure system for reasons of economy, with a vague
reliance on infrequent "backups" for data security. The
"warranty" on hardware is not a "guarantee" of data
security. The client, through ignorance and wishful thinking, may regard
it as such, and expect it under warranty at no charge. There is the
conflict. The client has not done his/her part. Does not even know he/she
has a part, or what it involves and has an expectation of free service.
This conflict will not go away by forcing the client to bring the machine
in for repairs. The expectation of free service will still be there.
Surely, though, we will be able to handle it better within the shop.
November 27, 2000