Legal Assistant's workflow is disrupted by an Adobe update.
Caroline is a legal assistant at a small law office in Vancouver. She's new on the job and replaces the previous secretary who has recently moved on to new opportunities. David has been helping the previous lady for years and knows her workflow well. Caroline, new to the job has decided to convince her boss to upgrade to the newest version of Adobe Acrobat.
Instead of spending time figuring out the new program on her own, she calls David and spends 15 minutes interactively re-discovering her old workflow in the new software.
Software companies can be very disruptive in their upgrades, and it's always helpful to have someone to call who can walk you through the changes so you can get back to work and minimize disruptions.
While on the call, David reminds Caroline to review her service notes from the previous call, which contain some important items for her to follow up with her boss about.
Caroline is now up to speed with the new software and is well on her way to establishing a good rapport with her new boss.
Kitchen Designer wants a new laptop without Windows 10!
Lisa is a Kitchen Designer and uses specialized AutoCAD software in her daily workflow. David has worked with Lisa as far back as 1994, and knows her workflow well. Lisa is ready for a new laptop, but doesn't want Windows 10 because she's concerned about compatibility with some of her specialized design software.
Lisa, having not shopped for a new computer in years, has a vague idea what to look for. So she calls David and and he starts asking her questions about her current machine. Through the questions, he discovers what she did not like in her old laptop. David then presents her with a list of what she does want, based on what she doesn't want. This forms the basis for her new laptop shopping criteria. She goes away for a couple weeks and hunts around for laptops online (her choice), and comes back to David with a shortlist of machines she thinks she likes. David, completely unbiased, reviews the laptops, checks the reviews, and makes a recommendation based on his extensive knowledge of the direction of hardware, and her specific needs. Lisa places the order online with the vendor of the choice and waits for delivery.
In the meantime, David and Lisa make an upgrade checklist so everyone is ready for the new machine to arrive.
A few weeks later, the machine clears US customs and the upgrade begins. Using the checklist, David walks Lisa through the initial setup to the point where she has an internet connection and TeamViewer. David takes over and they interactively complete the remainder of the upgrade.
Upgrade complete, David updates Lisa's notes in Google Docs and adds several follow up reminders for the next few weeks to allow Lisa to discover and then iron out any bugs in her new workflow.
End result. Lisa is up to speed with her new computer and more productive than ever. She never once had to leave her sensitive information and machines in the hands of strangers in some big box store. She saved time driving around, returning calls, and dealing with misunderstood requirements.
A long term working relationship with your techie allows you to get the upgraded technology that best fits your needs. The longer you work with them, the better they understand your needs and can help you optimize your important purchase decisions.
Retired client wants to know if she should upgrade to Windows 10 or not.
Microsoft keeps nagging Gwen, a lovely lady in her 70's. Microsoft's upgrade tactics are getting more and more tricky and Gwen is worried she'll click the wrong button, so she calls David. David has known and helped Gwen keep her old computer running for several years and David knows Gwen doesn't like change. He advises her of the tactics and trickery and shows her how to avoid the upgrade so her computer and operating system will remain unchanged.
David could easily take advantage of the situation and recommend the upgrade, but he knows Gwen's memory is not as good as it used to be and she really doesn't want the stress. David's policy is to never push any of his customers to do things they're not comfortable with.
The call lasts 10 minutes and Gwen's mind is put at ease. David ads a reminder to follow up with Gwen in a few weeks to see how she's doing.