Dealing with absent minded clients.

[z3r010]

ikeepforgettingmypassword is pretty memorable

 

[HAVOC]

I should make it "idontknow" so when they ask, I can say "I don't know".

 

[mrjimphelps]

I have a client who owns an electrical contracting business with about 35 employees. He has a wife and four sons. He does a large portion of his work on his home computer, which is password protected. For the sake of domestic tranquility, he must give the password to his wife. Each of the sons has his own computer.

The cycle begins like this. Son completely trashes his own computer. Son MUST complete school assignment, but his computer is trashed. Mom gives son password to Dad's computer. Son trashes Dad's computer. Dad calls me. I clean up son's computer and Dad's computer, then change password on Dad's computer. Dad gives new password to Mom. The cycle repeats.

Fortunately, he's down to the last son in the home.

Moral: It's easier to crack the owner than the password.

That's why the Lord made Linux Mint. Let the kid log in as "guest".

Seriously, though, he should really get his own computer, since his business depends on it. If I were him, mom would have her own computer, and she could let junior use hers if he trashes his own computer. In other words, no one would touch my business computer except for me.

And are these people doing backups? Apparently not.

Perhaps he could use Deep Freeze on his computer, to keep disasters from happening.

 

[HAVOC]

I set up a password for him so only he can use it and he forgets it. Then I did a reset, gave them both the password (his wife enters customer information from time to time) they both forgot that one.

I don't think he has done a backup since the last time I was there.

 

[Lady Fitzgerald]

I set up a password for him so only he can use it and he forgets it. Then I did a reset, gave them both the password (his wife enters customer information from time to time) they both forgot that one.

I don't think he has done a backup since the last time I was there.

For backups, you need to set up a cloud backup service, such as Carbonite.com or Backblaze (I've had good luck over all with Carbonite). The downsides are the cost, the time for an initial upload if one has a lot of data, and a broadband connection is needed (it helps to keep the computer running 24/7. The cost for Carbonite, the last time I looked, was $60/year (less if you pay for multiple years).

The upsides are these services are secure. They install a program on your computer that determines when data has been added or changed and encrypts a copy before sending to their servers, all while operating in the background so the user doesn't even know it's running. It would be necessary to 'train" the user to let the computer run 24/7 and just turn off the monitor when finished. It may be necessary to set up the computer to automatically reboot during the wee hours once or twice a week since it sounds like this customer is too unreliable to do it himself. There is no point in password protecting the computer since other family members eventually gain access anyway; that would eliminate the issue of forgetting passwords.

I also suggest making an image of the computer's C: and System Reserved partitions every few months (data should be on another partition; only that and the User folder should be backed up on the cloud), either remotely (if you have that capability and the customer agrees) or onsite and keep the image yourself. Of course, you will need to tactfully explain to the customer that all this will cost him more and why.

 

[Layback Bear]

Lady Fitzgerald you always have good backup methods.
How does one explain all that to someone who can't even write down a password and expect to get good results?

Jack

 

[Lady Fitzgerald]

Lady Fitzgerald you always have good backup methods.
How does one explain all that to someone who can't even write down a password and expect to get good results?

Jack

You don't. That's why you have to set up an automatic cloud backup with the controls hidden and bypass passwords (especially when the passwords get handed around anyway) for them. Even the annual payments for a cloud backup plan can b automated. While I do not do not like automatic updates, they are essential people like HAVOC's client.

 

[HAVOC]

I'm not sure a Cloud based backup will work due to the fact that if you mention cost, the user says "I don't need that". This client is cheap and is always looking for a free solution. They have an external HDD connected through USB, I was thinking about backing up to that using software but I'm not sure what a good free one is. I think they have family photo's on that HDD also.

I will not be putting a password on the computer. I will make a system image after I clean up the crap that is no doubt on his computer.

I know that while I'm there I'll be asked to look at his wireless and maybe a printer.

 

[Barman58]

The hardest part of any business support is to persuade the client that sometimes the customer is not always right -

the only way I can think, that may work, is to do nothing and let them find out what happens to their business, when they lose all their records, and the IRS come calling

This although it may have a mild satisfaction factor is not really practical.

It may be worth while doing the "How much" calculation for the offsite/Online backup system, Especially if the calculated cost of this exceeds the cost of some extra devices for the wife's and kids usage

An alternative Professional method

I would also set up any accounts (Wife, Kids), as standard accounts, the wife's account can have access assigned to the business data that is required , but without the admin right the damage capability is limited

 

[Lady Fitzgerald]

I'm not sure a Cloud based backup will work due to the fact that if you mention cost, the user says "I don't need that". This client is cheap and is always looking for a free solution. They have an external HDD connected through USB, I was thinking about backing up to that using software but I'm not sure what a good free one is. I think they have family photo's on that HDD also.

I will not be putting a password on the computer. I will make a system image after I clean up the crap that is no doubt on his computer.

I know that while I'm there I'll be asked to look at his wireless and maybe a printer.

You may not be charging the clown enough for your time. If you are already charging him enough for all these unnecessary trips, you might be able to convince him that using a cloud backup will save him money in the long run. Otherwise, you may have to decide he is no longer profitable enough to keep on as a client and cut him loose.

 

[mrjimphelps]

I agree with Lady Fitzgerald. If you increase your price, you might convince some of these people to use a cloud backup service, to pay you more, or to quit consuming your time.

 

[HAVOC]

So I went there and reset the password. Tried not putting one using the tutorial and it didn't work. I did use a password but saved it to my LastPass account. I also set up their printer, for some reason the computer couldn't recognize it. I also set up a range extender for them, they live in an old house with plaster walls and wanted to get better wireless coverage. They bought the extender and could've got a better one, but once again, price.

Let's hope this thread dies a quick death.