The customer is always right.

The customer is always right.

While this may be true in some cases, as the customer needs the satisfaction and the service must match the customer's needs. This is not always true, especially when it comes to technology. Consider the scenarios below. Scenario 1. Customer A has malware on their computer from doing xyz. Tech removes the malware. Customer complains a week later that they still have malware. Upon a scan, it shows different malware is there. While it is possible that the malware slipped through the cracks, there's no way the Tech can be sure that the customer didn't do zyx to cause it, therefore it's treated as a different incident. Much of what we see is user error. Scenario 2. Customer B wants a custom setup but doesn't specify every detail. Tech completes the setup, including some personal standards and customer walks away happy. Customer comes back to tech some time later after removing  some of said standards and expects assistance under original payment. Should the tech assist, it's out of good faith in an effort to assist.  Scenario 3. Customer C, who has never been a paying customer, is technically illiterate and is asking for information that could potentially dangerous should they get curious. Tech doesn't divulge information for asset protection. Should the customer want more information, it should be treated as a tutoring fee, not expected for free.    We will always do our best to make sure you're happy. Hopefully this article has given you some understanding. 

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