We are told to always set customer expectations, then beat them. That will keep a customer happy.
But that proves to be far more difficult to do in practice.
I have a long standing client who wanted a printer for his new office. Costs had to kept in check since budgets are constrained. (Aren’t they always?) A printer was purchased and installed. Had to be a Multi Function Printer, one of those that has a scanner, copier, and printer in one unit. Had to be networked. Got a refurbished unit in great shape for $450.
Then the troubles began. Printer is not fast enough. It scans too slowly. Jams once in a while, specially on big jobs. Finally keeps losing its network connection.
The last one was easy to solve. Changed the IP address on the printer, matched the computers to it, problem solved. Done this a million times without any issues. This printer obviously did not appreciate my methods. Whatever. Problem is solved.
The other issues are trickier. The obvious comment is that I should have asked more questions of the client. Lesson to be learned for next time. As in “How many pages do you think you will print in a day?”. Or “How big are the print jobs you send to the printer?”. Just ask more questions.
The client commented that the need for speed outweighs the need for a lower price. The efficient running of an office with few frustrations is more important than saving a few dollars. So we have ordered a better printer, what we call a business class machine that should handle the workload a lot better.
The client is very frustrated and looking for solutions. The newspapers have an ad for a laser MFP from a manufacturer that I consider to be consumer class. The duty cycle of their printer is 25000 pages. He is seriously considering making the purchase.
A couple of questions come to mind.
Would the client have considered a more expensive purchase from the beginning without the negative experiences? If the client is considering a consumer class printer to replace the consumer class printer he already has, does he appreciate the nature of the problem he has run into? Would any amount of research and questions have convinced him to spend more money? Ok, so more than a couple of questions.
