In regards to testing: give them an online portal so they make their
own changes. Then they have to own it.
If you touched it, then whatever happens is all your fault (in their
mind). So if it needs testing, unfortunately I think that'll have to be
on the service provider because, as you observed, the customer won't do it.
On 1/6/2021 10:51 AM, Nate Burke wrote:
I notice this mostly when I do phone setups. Try to get everything
configured the way the customer explains to you, then you install it
and tell the customer to test it and make sure it's doing what they
want. They say 'Yea, yea, it's fine' As they're putting on their coat
to leave for the day, since you made them stay an extra minute later
than they though. Then you don't hear anything more at all out of
them. Then about 6 weeks later you get a call "THESE PHONES ARE JUST
ALL BROKEN, THEY'VE NEVER WORKED RIGHT, YOU NEED TO COME FIX THEM
NOW!!!" Usually it's something stupidly simple like, 4 extensions are
ringing for inbound calls, and only 3 should ring. But suddenly it's a
crisis of business terminating proportions.
Over the holidays a customer with an ancient key system with no
answering service wanted us to provide voicemail for any incoming
calls for the 2 weeks of the holiday. OK, no problem, setup the
voicemail, and it sent out via email, I tested it with the office
Admin before break started, and it was all working fine. Then the
first day of the holiday they wanted to change the email address it
was sending the voicemails, to one of the owners. No problem, but
they never bothered to test the new email address, voicemails were
getting marked as spam by their system, and they only keep spam for 1
day. After break, they ask where all their voicemails were. For 2
weeks, you were not able to check that it's doing what you want? And
it never occurred you that you didn't see any voicemail coming through?
These are all small businesses, for something that is so critical to
them why don't they check and make sure they're doing what they want?
Everyone has a cell phone they can use to dial in, it would take them
about 2 minutes to check, but they just refuse to.
Ironically, many of these are also the same customers that will
religiously run speedtest.net on the hour, every hour, and let you
know if that little number on the screen is less than the last time it
ran.
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