I’d like to take this wonderful opportunity to say something to you, as I obviously couldn’t get through to you the first time. Don’t take this the wrong way, I’m not trying to offend you, I’m just telling you the truth and lets face it, I’ve yet to see someone who hasn’t been hurt in some way by the truth.
YOU ARE AN IDIOT!
I love it when what you have to say can be said simply and concisely. Yeah, you’re an idiot and a disgrace to the human race! I’m going to outline in very clear terms why, in fact that is yet another thing that can be summarised quite easily
YOU DON’T THINK!
Okay, so it’s the middle of the night and you have a problem, what do you do? CALL SOMEONE! Of course, that’s the correct answer and no one is questioning it. However that should be the last question out of 5 questions:
1) What exactly is the problem?
2) Does it need to be fixed right now? (Important!)
3) Can I fix it myself?
4) What time is it?
5) Do I need to call someone right now? (Important!)
Questions 2 and 5 are the most important questions to ask yourself. The usual rule of thumb is, do not make the phone call unless someone will die if it’s not reported or the damaged caused by waiting will be significant i.e. the company will be unable to operate as a result. These are obvious questions that you need to ask yourself when ringing ANY call through. However, I’m finding myself having to write another rant about you so I’m going to have to explain each question individually:
1) What exactly is the problem?
This seems obvious, but you’d be surprised how many people don’t actually know what the problem is when they call an after-hours support line. You need to be able to explain what the problem is in order for us to gauge the severity of the issue. So the solution to this is to either explain why you need to speak to an engineer/technician by saying what the problem is e.g. I can’t connect to the Internet.
2) Does it need to be fixed right now?
Now that we’ve figured out what the problem is, we need to make a decision. Does it need to be fixed now or can it wait? I know I’m repeating myself but the usual rule of thumb is, do not make the phone call unless someone will die if it’s not reported or the damage caused by waiting will be significant i.e. the company will be unable to operate as a result. So if no one is going to die, and the company can still function, then you probably don’t need to make a phone call.
3) Can I fix it myself?
Surprisingly enough, this question is often ignored. The majority of times, the problem that you present to an engineer/technician after hours can easily be solved without the use of their skills. The famous line from the IT crowd comes into play more often than not,
“Have you tried turning it off and on again?”
4) What time is it?
Depending on what time it is during the day, this question changes significance, and as such I will split everything into blocks:
Monday to Friday (9am to 5pm)
During this time, I highly recommend just ringing any calls you have through. Try to avoid ringing between 4pm and 5pm. This hour is when everyone seems to think it’d be perfect to finally ring the photocopier company to mention that the photocopier has been on fire for the last 4 days etc. If you want anything done, ring between 10am and 12pm. This two-hour period is when people are more than willing to help because they’re awake alert and all the facilities will be available to them.
Saturday and Sunday (9am to 5pm)
Don’t ring between 10am and 12pm unless it’s an actual emergency. Everyone rings support lines at this time and there just aren’t enough people to deal with it. Instead try and ring early in the morning or else around 2pm.
Monday to Sunday (5pm to 10pm)
This time period is an interesting one. You can guarantee that engineers/technicians will be awake, however none of them will be very willing to make a call out. So more often than not, they will ring you back and try and solve the problem over the phone rather than get in their car and go to you. Why? They’re watching cartoons, or the match or something.
Monday to Sunday (10pm to 9am)
During this time period you really need to have a think about the call you’re about to make. You should remember that you are ringing someone during anti-social hours and so a professional attitude is one that will not exist at this time. Take it as a given, you are inconveniencing people by ringing them during this time-slot. As such, a good way to start a conversation is to apologise for ringing at whatever time you’re ringing at or at least acknowledging the time!
5) Do I need to call someone right now?
This will seem like a simple question, but it’s a bit more complex. You need to figure out if you actually need voice-to-voice or face-to-face support for the problem. The Internet will more often than not have the information you need and even have a dedicated forum for it. Why not check online to see if your problem can be solved?
Again, can this call wait until the morning? Is it an emergency or an inconvenience? If it’s the latter than put down the phone and walk away. Take care of it in the morning when you and the technician will be awake.
Seriously, if you take the time to consider what I’ve just said then life will be easier for you. You won’t come across as an idiot because you’ll have thought everything through!
So please, stop calling me at 2am because your Internet doesn’t work. Go back to bed; you aren’t doing anything important at that time of night.
Felix
So have you guys had similar experiences to me? Leave a comment and tell us about them.
Be sure to follow me on twitter as well while you’re at it!