Customer Mental Disconnection
Tuesday, 22. May 2007, 05:14:50
Sometimes when talking to a customer there's a point where they hear something new and their brain just shuts off. <SNAP!> like a protection circuit in a loudspeaker, preventing damage by closing off all inputs. Like this customer today:
She said "I'm having trouble with this upload webpage."
What kind of trouble?
"I don't really know what to do."
Was it the 'choose file' button or the 'upload file' button you were having trouble with?
"What do you mean?"
Have you even looked at the page yet?
"no."
Don't you think you should at least have a look at the page before calling
us and saying you don't understand it?
"I BEG YOUR PARDON!?"
She said "I'm having trouble with this upload webpage."
What kind of trouble?
"I don't really know what to do."
Was it the 'choose file' button or the 'upload file' button you were having trouble with?
"What do you mean?"
Have you even looked at the page yet?
"no."
Don't you think you should at least have a look at the page before calling
us and saying you don't understand it?
"I BEG YOUR PARDON!?"
Turns out she was just having trouble with the instructions before that: Zip up your data files and send them to us using the uploader webpage.
Turns out she's not doing regular backups and had no idea how to find her data files or zip them or back them up. Every single time anyone calls with a problem we ask them "When was the last time you backed up your data?" You know, the data that your business relies on? The stuff that takes 30 second to backup but 3 months to re-enter if a harddrive fails?
Duh.
WIDGETIZE
Stomyr # 22. May 2007, 05:54