1

Last week a User requested some upgrades to be performed on a few programs on their computer that were out of date. I told them sure, just schedule a time with me and I can get you set up. I never heard back. Out of nowhere today the user walks right up to my cube unannounced.

User: Here is my computer, I’ll be here for the next 20 minutes. Is this a good time?
Me: I’m actually about to leave for lunch.
User: I’ll be in the conference room if you need me.

USER SETS COMPUTER ON MY KEYBOARD AND WALKS AWAY

It took everything I had not to throw their computer in the garbage can and leave.

23 Spice ups
2

How long do you think you can keep them posted in the conference room with “It’s almost ready, just another 5 minutes or so”?

7 Spice ups
3

I hope you went to lunch anyway.

19 Spice ups
4

whole lot of nope.

“since you never got back to me with when a good time would be, i’ve scheduled my other duties for the day already. you’re computer can sit here on the floor until i have time. Probably later this week.”

5 Spice ups
5

Take a deep breath, count to ten and run the updates. When done let the user know that this is not the correct procedure for tech support and you did this as a one-time only as there may have been a misunderstanding of “schedule time”. Oh and be sure to uninstall all unapproved and non-company programs/software.

4 Spice ups
6

So
Much
Negativity

…Stoopid user…

7

Finish what you were doing, go to lunch as planned and maybe start working on it after all other tickets are completed. If users complains hand them back the computer and tell them to get with you later to schedule a time that you will be free to work on it.

The users needs to learn that they need to work with IT on scheduling a time to resolve issues.

I am guessing the user is part of the sales team.

11 Spice ups
8

DING DING DING

12 Spice ups
9

TS. This is the one thing I hate the most. I wouldnt have done it unless it was a senior person like a vp or ceo. The problem is, if you do it this one time then the user expects it moving forward, you can talk about proper procedures and scheduling all you want but they user is not going to care. People suck.

2 Spice ups
10

They actually got out of the meeting and went straight to lunch. She has been gone for 30 minutes.

2 Spice ups
11

That’s customer service for you :slight_smile:

1 Spice up
12

FTFY. Can shorten it down and still maintain the same meaning.

5 Spice ups
13

A note on top saying sorry I couldn’t accommodate you today is the best option.

2 Spice ups
14

When they come and check on the progress tell them “Thank you for stopping by, you have scheduled their appointment for next Tuesday at whatevertime, see you then.” Hand the machine back and go back to the regularly scheduled stuff. All this of course after you get back from lunch.

1 Spice up
15

Personally, I wouldn’t work on it today. I would just say I don’t have time to day and that is why they were supposed to schedule it previously.

1 Spice up
16

If you do it without saying anything, the user will think that this is the norm.

If you don’t do it, she’ll take it to her boss who will take it to your boss. If you’re lucky that’s as far as it will go. I’ve seen it go three levels up and get thrown on the table at a board meeting. Regardless, I’m a firm believer in “if I have an issue with you, I’m going to deal directly with you” and I expect the same.

If it were me, I’d do it, but I wouldn’t put mission critical tasks on hold. I’d also print up the procedures that I created on “how to open a help desk ticket” and go over that with the user in detail when she came back. I’d stress the point that this is her one and only freebie. If users don’t follow the proper channels, things get lost and forgotten.

2 Spice ups
17

Typical salesperson.

18

I’d probably eat my messy hamburger over her keyboard, perform the updates, and give it back to her, crumbs, ketchup, and all. After all, it had to be done right then and there, right?

1 Spice up
19

nope

20

Yeah, I’d definitely make sure you work on their stuff last. Like, Friday last.