You’re A Web Developer, Not Tech Support
I have a handful of posts on this site about tech support problems I’ve solved for clients. I write these posts because I usually have a hard time finding the solutions to the problems online and hope that maybe it’ll be easier for the next person who has trouble to find help. These posts are actually some of the most popular on the site and they receive a lot of visitors coming from search engines.
What’s that got to do with being a Web Developer?
It’s important to remember that just because you know how to build web sites does not mean you can or should fix any of your client’s computer problems. I promise you that the second you fix one of their problems with a printer, an email client or whatever they’ll be on you every time something goes wrong in their office. That’s fine if you’re charging them through some kind of service contract but never do this kind of work for free.
People who work for free get taken advantage of.
There’s definitely an urge to fix small problems for free or to go that extra step above and beyond what you originally agreed to with a client. I understand that and I’ve certainly done the same before but I know through experience that once you take on the two-headed role of Web Designer and Go-To Tech Support Guy your life will become miserable.
The only support requests you should ever handle are ones that are directly related to any of the programming or design work you’ve done for the client under your original contract. Extra support requests come at a huge price concerning your time. This is why I recommend against providing hosting solutions for clients as well.
I know what you mean about ending up being tech support for people. I unfortunately am tech support for the whole family, and they are much more demanding than being tech support for the office because you are really obligated to help family when they totally screw up their computers.
I found your blog through Entrecard.
Comment by Drew — January 5, 2008 @ 7:47 am
Thanks for commenting, Drew.
I never even thought to mention doing tech support for family and friends. That kind of help is usually more brutal than the stuff clients bring to you.
Comment by Link — January 5, 2008 @ 3:51 pm
Amen Brother.
Comment by Eric D — January 5, 2008 @ 11:53 pm
I totally agree with you! I have a client that we solved an extremely difficult problem she was having with another web developer. I gave her a great price with the expectation that I would get some of her easier work in the future.
Well, she made out like a bandit, (my fault, not hers.) It took me 4 times the amount of time I quoted. And I still only get the hard jobs. None of the easy, I can make a profit with this job, jobs.
Who learned the lesson? I did. In a big way. The next hard jobs I received from her I calculated the amount of time it would normally take and doubled it. That just about covered the job. They are hard to quote because you don’t know what problems you will run into.
Then there are always the fun 10 o’clock at night jobs with the frantic, “PayPal is down” on code you have never seen and code that hasn’t changed in over 6 months. I guess these just come with the territory. But, thanks for letting me vent.
Comment by kexbrown — January 7, 2008 @ 5:45 pm
Even worse than being asked to fix computer problems is being blamed for “problems on the web site”, like someone being charged shipping because they forgot to put in the coupon code… and didn’t notice they were being charged for shipping on the confirmation page. Or clicking the WRONG shipping option, and wondering why they are being charged $19 for 2-day UPS shipping…
Apparently, it is my fault that you don’t pay attention.
Comment by Daniel Costalis — January 8, 2008 @ 1:28 pm
I am a designer, have been for 12 years. The problems I faced had to do with spending too much time on technology and not enough on designing.
I was referred to a company call Aspiresoft they not only provide my CMS but are 100% 24/7 tech support and they send me design work. My advise if find a good company and stick with them. As long as your pretending to “do it all” your clients will have no where else to go.
Comment by John G — July 1, 2008 @ 10:04 am
I am a software engineer for more than 15 years. People are still confusing tech support with software developers. I help friends with their computer problems but I charge customers for tech support and always I advise then to get a contract with specialized tech support companies.
GBs last blog post..Cuil the new search engine
Comment by GB — July 29, 2008 @ 5:01 am
This has happened to me. As soon as you hear the words “tech guy” come out of a client’s mouth expect trouble because now they think of you as their technical support go-to person. I have been guilty of giving quick tech suggestions but after reading this I will not even go that far.
Comment by Mark — September 23, 2009 @ 11:42 am