How to describe alternatives to customers

[theengel]

So you have a machine that might need one of three different boards. You can't return anything you put on the machine. Each tech has their preference for trying the cheapest first or the most likely first... but how do you put it to the customer?

I've tried several approaches:

"Your machine needs X. It migyht also need Y & Z."

"Your machine needs X, Y, or Z. Y is cheapest, X is more likely. But you can't return any of them after trying them. It's up to you, whether you want to sink money into this machine or look at buying a new one."

"Your machine needs X, Y, & Z."

How do you guys do it?

[emujo]

99% of our customers are under maintenance so we just order and bring all 3 boards..Return what's not needed. Emujo

[theengel]

I guess this is more a problem for us indies.

[blackcat4866]

I like this choice:

"Your machine needs X, Y, or Z. Y is cheapest, X is more likely. But you can't return any of them after trying them. It's up to you, whether you want to sink money into this machine or look at buying a new one."

But I tend to give the endusers too much information, confounding their ability to make a decision. =^..^=

[NeoMatrix]

I try to give the customer all the information about the problem at hand.
I some times say "you may like to sit down while I fill in the details of the expense."
All these parts are now made out of eco-friendly bio-degradable plastic and you have
5 years estimated life span. I wish I could say it was more...

And my most well used line while the customer jumps up and down about the faulty equipment or the price...

"I'm sorry, but I don't make this XYZ machine, I just make excuses for them."

[Iowatech]

I like this choice:

"Your machine needs X, Y, or Z. Y is cheapest, X is more likely. But you can't return any of them after trying them. It's up to you, whether you want to sink money into this machine or look at buying a new one."

But I tend to give the endusers too much information, confounding their ability to make a decision. =^..^=

Sometimes when I'm talking to customers about technical issues it is hard to tell the difference between when they are paying rapt attention and when they are giving the blank stare of incomprehension. I've found that it is useful to know the difference though. Although sometimes I'm not that good at it yet.

[theengel]

But I tend to give the endusers too much information, confounding their ability to make a decision. =^..^=

It's actually part of the tactic. By the end of it, they just don't give a damn, and they say, "Just do what needs to be done!"

[fixthecopier]

Always remember, if you get the wrong part, you can take the way out that people have been using for centuries. Blame it on foreigners. Tell them you went on this copy fix it forum and some guy from another country swore that this would fix it. Sometimes you guys are a big help, even when you don't solve my problem.