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Old 02-01-2012, 09:23 AM
 
Location: Wartrace,TN
7,998 posts, read 12,692,233 times
Reputation: 16308

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I do accounting systems setup, support, training, troubleshooting and other services. I have a system in place that works really well and is the most cost effective way to deliver the service.

I had a potential client call last night wanting me to set up his system. I quoted my normal price for the setup and we discussed the specifics of his situation. We then started discussing training and that's where I lost the client.

I insist that new users take advantage of the free training that is included with the software. There are over 10 hours of free basic training videos in the package that covers all the essential knowledge needed to use the software properly. I can not come close to the level of training provided by these videos.

So I tell the client my training system- You watch the videos prior to my setup services, I set up the system and go over the areas the video doesn't cover and work with them while they do all the transactions in a sample company file. It usually takes about an hour to do the onsite training and I like to save an hour of the remaining time for support services through WebEx for when they need help with something.

This client says "I don't have time to watch the training videos, I need someone to show me how to do it". He hasn't even looked at the videos yet, he has no idea if they will help or not.

If you do not have time to watch the videos how are you going to make time to sit in a live training session?

Of course when I told him my hourly rate for training (50/hr) I lost him. I think he had expectations of paying considerably less. It doesn't make any sense for me to work for 15 dollars an hour when I can get 50 to 75 dollars an hour doing other work.

In the end it is probably best that I couldn't accommodate him. I just don't understand the thought process of some people. I offer them a way to save money using a proven training process that directly addresses his problem of having the time for training and they think there is a better way?

It would have been a different issue if he HAD watched the videos and still needed help.

Just wanted to rant a little bit. I think I learned a valuable lesson with this experience and can now alter the methodology I use during my initial contact with potential clients. I need to cover costs and my training process before I get into specifics of the business. In this guys case I spent a half an hour talking about his business before the training issue came up.

I guess that over time these little lessons will pay off but dang, that 45 minute phone call could have been spent doing ANYTHING other than wasting my time.
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Old 02-01-2012, 11:31 AM
 
297 posts, read 725,306 times
Reputation: 305
When you are dumb, you don't know what you don't know.

When you learn things and become smart, then you realize how much you don't know!

I think you are best to only sell to those who know how much they don't know.
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Old 02-01-2012, 01:33 PM
 
Location: Southern California
3,113 posts, read 8,363,898 times
Reputation: 3721
Quote:
Originally Posted by Wartrace View Post
I just don't understand the thought process of some people.
Yep, that's the gist of the problem!

People learn in different ways...

Some people know they don't do well with videos - or learning on their own. They just want someone to come over, and hold their hand for an hour or so, and teach the bare bone basics, quickly. They usually don't care if they catch everything in the manual - they just want a fast overview, and then to be set free - and if they have questions later, they can ask.

Other people want a good solid base, and believe they need to know all the ins and outs of the software, before they attempt to start actually using it.

It's completely up to you, whether you want to cater to the people who don't want to bother with the manuals - or the videos - or with eight hours of training on their own, before you show up. But just know that there will be a lot of people that fall into this category, and it could be a profitable niche for you. And not all of them will expect you to work for peanuts - some of them will be willing to pay well, if you can just help them avoid all those hours of boring videos!
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Old 02-01-2012, 03:08 PM
 
Location: Wartrace,TN
7,998 posts, read 12,692,233 times
Reputation: 16308
bouncethelight,

I agree with you that some people have different learning styles but I think its in my best interests to decline the work with them. I see it as harmful to my business reputation.

Not even making an attempt to watch the video is a strong indication the client is not willing to invest in the process. If he had said "I watched the videos but I need more training" it would be different.

The problem with agreeing to work with people like this is when they screw up the file, who are they going to blame? They will blame the idiot who set the file up for them. My business relies on referrals and a negative referral would end up costing me dearly.

I had the distinct impression this client had expectations that his accounting would just "happen" with little effort on his part. I think he would be much better off with a bookkeeping service to do things for him.
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Old 02-01-2012, 03:20 PM
 
Location: Great State of Texas
86,052 posts, read 84,321,515 times
Reputation: 27718
Quote:
Originally Posted by Wartrace View Post
bouncethelight,

I agree with you that some people have different learning styles but I think its in my best interests to decline the work with them. I see it as harmful to my business reputation.

Not even making an attempt to watch the video is a strong indication the client is not willing to invest in the process. If he had said "I watched the videos but I need more training" it would be different.

The problem with agreeing to work with people like this is when they screw up the file, who are they going to blame? They will blame the idiot who set the file up for them. My business relies on referrals and a negative referral would end up costing me dearly.

I had the distinct impression this client had expectations that his accounting would just "happen" with little effort on his part. I think he would be much better off with a bookkeeping service to do things for him.
Think about it. This guy could be a maintenance nightmare if he has no time for the proper training. You could be SAVING a good deal of money by letting him walk.
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Old 02-01-2012, 03:47 PM
 
297 posts, read 725,306 times
Reputation: 305
Quote:
Originally Posted by Wartrace View Post
...I had the distinct impression this client had expectations that his accounting would just "happen" with little effort on his part. I think he would be much better off with a bookkeeping service to do things for him.

I know computers and helped a friend install Quickbooks Pro...

Well I got that done OK, then my friend, I, and the person who handles the money for the business tried to "set-up" the accounting things on that. And we all have a bit of accounting knowledge for businesses...

Good Grief! We could not believe some of the questions it had! Things we had never heard of before.

Anyway my friend called his CPA and the CPA started laughing. The CPA said he would come over the next day and set it up for them, then train them on how to do their bookkeeping with that system.
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Old 02-01-2012, 04:51 PM
 
Location: Wartrace,TN
7,998 posts, read 12,692,233 times
Reputation: 16308
Quote:
Originally Posted by yellow4yield View Post
I know computers and helped a friend install Quickbooks Pro...

Well I got that done OK, then my friend, I, and the person who handles the money for the business tried to "set-up" the accounting things on that. And we all have a bit of accounting knowledge for businesses...

Good Grief! We could not believe some of the questions it had! Things we had never heard of before.

Anyway my friend called his CPA and the CPA started laughing. The CPA said he would come over the next day and set it up for them, then train them on how to do their bookkeeping with that system.
That's what I deal with exclusively. I just earned the Advanced proAdvisor certification two weeks ago. (there are 1200 people with that certification in the U.S.) I am also certified in Enterprise solutions and Point of Sale.

There is a perception that QuickBooks is a simple accounting program and anyone can use it without much effort. I make most of my money from this perception doing troubleshooting. I'm into the advanced reporting, Point of Sale retail store set ups and third party software integration.
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