How to handle people who ask for computer help

It's happened to all of us at one time or another.  We've just met someone, he or she finds out that we work with computers, and those feared words come out, "Oh, you work with computers.  Maybe you can help me."

Many times we'd like to help, but we don't want to sit down and work on computers for free in our off time.  We're happy to offer advice, but please don't ask us to sit down and look at a computer!

Where is the line?

Sure, there are exceptions such as parents and other family members, very close friends, bosses, and high-value clients.  I'm not talking about the exceptions, I'm talking about those folks that cross the line and want you to help them install software or configure a new mouse or some other piece of hardware.  "I'm sure it's just something small and will only take a minute or two."  Oh, and how about the folks that keep getting viruses and want you to help them clean their systems?  Grrrr.

Under those circumstances, a lot of us can really relate to this 2001 Internet help desk video:

As an alternative to the techniques shown in the video, here are ten possible responses when people ask you to work on their computer

10) Just say no.  We're in complete control of our personal time.  Emily Post offers these great tips for saying no.

9)  For the person who's really persistent:  "You're asking me to work overtime, to do work on my own time without getting paid, which takes me away from my personal time.  How would you feel if someone were to ask you to do that?"  Okay, this one may alienate some folks, but if they've been so persistent that you feel the need to say this, do you really care if you alienate them?

8)  Make them sign a waiver.  "Sure, I'll be happy to work on your computer.  After my last experience working on someone's computer, I now require that you sign a waiver protecting me in case something goes wrong."  I don't really do this, but I think it brings up an excellent point.  In the past, I've agreed to help someone with their computer, only to have a totally separate, non-related issue cause a problem at about the same time I was working on it.  Guess who got blamed.  Guess who then spent more time solving the second problem.  No doubt, it's happened to you, too.

7)  Establish your hourly rate.  "Sure, I'll be glad to help you.  My rate is $150 per hour."  (Pick whatever rate would make you feel good about doing the job.) 

6)  "Have you tried searching (Google, Bing, Yahoo, etc.) on that message?"  Your friends and family members may not like this answer at first, but eventually they'll learn how to solve their own problems.

5)  Take control of your calendar.  "I'm swamped right now.  I can schedule you for two weeks from now.  You might be better off going to Geek Squad."  If this is true, then it's a great way to deal with the request.  (I'm not endorsing Geek Squad necessarily, but they're certainly well-known and widely available.  You might know a local computer shop with competent techs that you could also recommend.)

4)  Put together an online list of troubleshooting resources.  I think most of us are happy to help people who are willing to help themselves.  Then, when someone asks you for help, you can point them to your list (make it available online).  You can say something like this:  "I've had some bad experiences working on friends computers, so I don't do that.  I did, however, put together some resources online to help people in situations like yours.  It's available at..."

3)  Put together a help card.  You can give it to friends and neighbors with common keyboard shortcuts and troubleshooting tips.  (Number one, of course, is re-boot!)

2)  "We can talk about a barter."  I love this one.  I barter with friends for various services in exchange for maintaining their computers or even their networks.  So far, it's worked out great.  The thing that helps is for me to remember to educate my friends about best practices for end-users.

1)  Just say yes.  Sometimes, we just feel like helping, so why not?

Never leave them hanging!

The most important thing, I think, is to never leave your important friends, family members, colleagues, and clients in the lurch.  If you're not willing to work on their computers, be prepared to refer them to a technician who will.  I've checked out a couple stores in my area.  I've spoken with their head technicians to get an idea of whether or not my friends and family members can get competent service from them.  That way I can say, "I don't work on computers in my off time, but I've checked out XYZ Computers and their technicians seem competent.  Why don't you give them a call?"

Don R. Crawley is President/Chief Technologist at soundtraining.net, the Seattle IT training firm. A geek and nerdy kind of guy since sometime back in the 60s, today he blogs, Tweets , Facebooks, and is thoroughly LinkedIn.