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Everyday I get someone who asks me to make a recommendation on what they should do with their software. They don't like making their own choices. Basically they want the program to do everything they need it to do out of the box or they want to call up and have us tell them exactly what to click.

This is a lot like going to a store and expecting the cashier to tell you what you should buy. Especially after all you've told them is that you have a three-bedroom house and a car. So, ok, the cashier figures you should buy some wool carpets, and maybe a couch? So you the customer dutifully go off and put those things in your cart and take them home.

... when you get home you realize that you already have a couch! And upon carrying in the rug you find that you are allergic to wool and now you're itching all over.

Now, you are an unhappy customer and you go back to the store and complain to the cashier's manager that you bought these things, one you didn't need and the other that caused you problems, and it's the cashier's fault for telling you to buy these things.

Yeah, right.

Don't get me wrong. I have no problem guiding someone in how to use the program. I also am happy to tell them how to do a specific action they want, when they don't know how. Using my previous example, in which I am the cashier...

Customer: I want to be able to put drinks and my tv remote on something in my living room.
Me: Ok, the purchase you need to make for what you are asking for would typically be a coffee table. Do you have room for a coffee table?
Customer: I think I do.
Me: Ok, you go to department 5 to get the coffee table. When you get it home, make sure you set it on it's legs.
Customer: Thanks, that's all I needed.

See? See how easy that is? The customer told me what he wanted and I told him how to get it!

The things you as a customer need to know before you ask me these kinds of questions:

1. What is my environment like? (In the case of computers this means... how much RAM do I have? What kind of CPU do I have? Do I have other software running on this machine?)
2. What do I want this software to do?
3. Am I prepared to work? (Meaning, at the computer and without other distractions)

So, Mr. Admin, call support! But don't ask them to make up your policies for you or do all your work! That's what you get paid for!!

Labels: admin, advice, phone, phone support, question, questions, ram, requirements, software, support, system, technical, technical support