Your thoughts on "Fixing the Client"

SenseiSteve

HD Moderator
Staff member
Back when I was a tech rep, our titles were changed to Customer Engineers, which was an IBM terminology. My first thought was, how do we engineer customers? Turns out, what that encompasses is fixing the client and not just their hardware, network or software issue. Too many techs fix the issue and have no clue whether they've left the client happy or disillusioned. This in turn can lead into increased customer churn. At least, those are my thoughts. What are yours?
 

easyhostmedia

Well-known member
Too many techs fix the issue and have no clue whether they've left the client happy or disillusioned.

I used to do that when i got into tech mode, just crack on and forget clients, but soon learned to think of the client, so if i fixed something then i would explain whet i did and even send them written instructions, so if it happened again then could fix it themselves and most issues could be fixed by client
 

Artashes

Administrator
Staff member
As long as customers don't know that they are being "fixed". :D

I love the idea, it is something that every single company should practice. But boy what a [not great] way to call it.

It takes such little extra effort to make a customer happy, I hope more will realize it.
 

easyhostmedia

Well-known member
As long as customers don't know that they are being "fixed". :D

I love the idea, it is something that every single company should practice. But boy what a [not great] way to call it.

It takes such little extra effort to make a customer happy, I hope more will realize it.

I knew i should have gone to medical school then i could also fix clients while fixing their websites :D
 

ServageOne

New member
I would call it "Fix the issue brought up by the client". Anyway, giving client complete and detailed instructions on how you fixed his issue is definately a good thing. We also want to show the effort that has gone in resolving the issue, plus that will results in lesser support tickets the next time. So, we work in accordance to:

1) fix the issue brought up by the customer
2) give detailed information what was done from our end to fix the issue
3) (if applicable) give link with step by step fix in our Helpdesk.

This scheme has proven to be very efficient and customer friendly.
 
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