General Consultant Discussion

Feedback wanted from all who offer Phone Support contracts (are whatever your company calls them): When client calls with error, do you forward instructions for remedy or does the support obligate you to connect to clients system and resolve the issue yourself?

Remote in and resolve. I can't imagine that many clients would appreciate just receiving instructions on how to resolve if they're paying you for a Tel Supp Plan.

It depends on the customer. Some folks are technically proficient enough to follow instructions and don't mind handling minor support issues with those instructions. They place value on us getting them the right answer quickly, no matter the delivery method.

Same as John - depends on customer. I'd say for more technical customers I forward the fix -- for the less capable customer they are usually asking right away ""just login and fix it"" which I typically do. It is a fine line with the ""just login and fix it"" and I don't want to become their employee. Luckily in most cases customers have not abused it - though I share your concern/question. Also I find that the biggest key to satisfaction seems to be responding quickly. I've found most customers are not super keyed up on you having an immediate answer but they want to know you've responded (veering a little off topic here).

Also words to live by --- ""If you touch it - you then own the problem"" -- think twice before touching out of scope support issues.

@JohnShaver Interesting. I agree with the premise of getting them to the right answer, but the answer is in the instructions... otherwise you become an extension of their workforce. @BrettZimmerman Does this not pose additional burden from those not interested in getting involved? Such as ""I don't know how to change my MAS 90 password, please change it to..."" or ""Hey Brett, getting error 108 on my PC. Please connect remotely and call me when done."" or ""Getting lockfile in use error, so edit my Windows registry.

Another good question is how to handle the annual - ""show me how to close the year again"" or ""update my payroll taxes"" --- in most cases I do that for free though it's not technically support. Luckily I've had low abuse levels.

My position has been that you'd typicaly handle it in the same manner regardless if the client has a Tel Supp Plan or they're ""pay as you go"". But as others have said, it really depends on the customer because there are certainly some customers who are much more capable and willing than others. One thing I wouldn't want though is for the client to feel like they're not getting the same level of service since they're on a Tel Supp Plan. And obviously with Tel Supp Plans, you're gonna lose on some and win on others - with the notion that you win on more than you lose. And of course there's the cases where some clients ""abuse"" it, of which you should address it so that it doesn't continue like that, or increase the cost of their Plan.

@MarkKotyla I'm not sure that I see the distinction. Once a KTA is in place, we are sharing responsibility for support issues with the customer. As has been Wayne's experience, I've had low abuse levels. It's also a customer by customer judgement call. I don't mind having a customer who needs a lot of hand holding but the KTA is priced accordingly. Like Brett says, you can always increase the price of the agreement.

Also, I don't use any type of menu pricing for KTAs. Each one is custom tailored for scope, value, and price for each customer.

Fair enough. Thanks for the feedback.