Tech Support: How to Draw the Line
The resulting responses421 and countingresponses ranged from predictably snarky ("Implement a long-winded touch-tone system that doesn't work that's what works for my bank anyway") to some practical recommendations that could be enlisted by any IT professional overwhelmed by a client's demands.
"[Tell them] 'I can support you for two more weeks, and then that's it.' This is important. Tie the deadline to some milestone so that he won't push you to change it: 'I start my night classes in two weeks, so that's why I can't do this any more after two weeks.' (It is irrelevant whether this is the true reason; you just don't want the client to say, 'Aww, how 'bout 3 weeks? How 'bout 4?')" wrote a poster under the name KWTm.
"The only way to get rid of the support people was to start raising the rates so they would find someone else. I don't know what you charge now, but start upping it fast. Increments of 25 [percent are] a good way to wean people off stupid calls," loftwyr wrote.
"Give 'em some reasonable number of requests, and after that charge them $55-65 per incident," blackcoot wrote.
"You might try pointing them 'gently' toward other resources," wrote eonlabs.
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