Fixing the client?

SenseiSteve

HD Moderator
Staff member
When you resolve your clients email, connection, server, billing, website or whatever other issue, how important is it to ultimately fix the client? In other words, what value did your client perceive? Fixing the issue but not the client may result in customer churn.

Your thoughts ...
 

John @ S4

Active member
Haha, I read the title and thought about FTP clients or mail clients, rather than client clients.

In most cases I don't think it's a case of fixing the client, but of letting them know that you understand the issue that they have had and what you have done to resolve it.

In some cases its also important to let them know what the cause of the issue was and if it was something that was poorly documented then update knowledgebase or documentation so that people don't have the same issue going forwards.
 

bigredseo

HD Community Advisor
Staff member
I don't know if you can fix a client, but you can educate either in what the problem was, how to prevent the problem, or how you need future information/tickets delivered so you can resolve issues.

The worst response I can ever receive from a support person is "fixed", or "try now".

Information on what caused the problem and how it was fixed shows that an investigation actually took place.

The second part of this is the "try now" or "see if that works" response. Those are unhelpful and often are a stall tactic. I despise places that attempt a fix or software upgrade but then never actually test on their end to make sure it's working.

It's worse than asking a client for their password and I get "here, try this one" - NO!
You try it and tell me "this is the password"
 

PeterShene

Active member
Its very hard to fix for most clients. They come from the perspective that something is wrong on your end, they are paying you and you need to resolve it.

What we do is talk about what happened which 90% of the time will fall on deaf ears we will also send documentation if we have on that issue. We will create documentation if it's a reoccurring problem, this never gets read. :p.

What we do is we have a set amount of monthly time for support not relating to issues on our end. When this time is used up we will quote to repair the issue.

Most people are fine with this, to be honest, those that aren't realize that now there's money at stake they will give that documentation a shot. If they get back to us saying they've tried the docs and still didn't succeed we will remote control with them and walk through step by step since they are now more willing to listen. Yes it costs us a bit of time now, but in the future, it saves us a ton more time. While also empowering a client solidifying our relationship.
 

easyhostmedia

Well-known member
I would say 70% of the support requests i got were issues caused by end-user and not server issues. I ended up directing users to our extensive KB and if they still needed help we will help them, if the issue was found to be server-related then we will fix FOC, but if found to be user-caused then we would apply a £50 charge to their account. it was amazing how many issues were fixed without clients contacting me.
I did have 1 client who was happy to pay me as they were not tech savvy, so i agreed with them a monthly charge to look after their account
 
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