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Re: Advice regarding an Unbearable Client I don't want to lose

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Bob Cole
Re: Advice regarding an Unbearable Client I don't want to lose
on Jun 18, 2011 at 2:43:33 am

You're encouraging bad behavior by giving away tech support. Why on earth would any sane employer change, when they get 20 hours of support for 10 hours of pay? They avoid paying for new equipment and integration, AND they aren't paying the price for their avoidance - you are.

I detect a lot of resentment in the way you've described the situation, and that's not healthy for you. And, you're ready to quit anyway, right? So change the dynamics.

"Thanks for the opportunity to work with you. I've enjoyed the experience. Having learned the system, I can see that there are some equipment issues that are more than I can solve by taking the occasional phone call. And I'm concerned about the reliability of the system for your clients, because I may not always be available when you need tech support. You could eliminate the need for tech support by upgrading the system. You might want to discuss this with X, Y, or Z (AV specialists). I'm still happy to do tech support over the phone, but in fairness to my other clients and to myself, I'll have to start charging by the hour."

Or you can just say "I quit!"

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