Gee, Wayne, you have a very elaborate firewall for your data that
covers all the bases except one. Do you separate the data in your
stand-alone computer from its backup effectively? I use a fireproof
safe in another location. I think a lot of companies in NYC learned
that lesson last fall.
As far as handling patients, I mean customers, when they don’t have
a clear picture of what’s wrong with their prized possession, are
afraid of the worst, the expense and loss, and may not initially
accept what you have to say, I have found that a slow, quiet, simple
explanation is the best. I practice the ones I expect to use in
advance, so it’s just right.
I listen to them carefully and answer questions in the same manner.
If they are up for humor, a simple on-point joke can lighten the
situation, but it must be really corny, so you can plead insanity if
it doesn’t work.
The best manner is sincere, eyeball-to-eyeball (since you are
sincere, afterall) and caring. If you agree with them about
anything, especially their anger over something, say so. This puts
you on the same side and defuses their anger.
Find out what’s wrong and point out what you are able to do to fix
it. Don’t keep pointing out what you can’t do; just be silent on
that point and nod and “mmmmm” sypathically. Doctors actually bill
for this. Not bad, eh?