Unofficial Mac Guru Needs Help...

Question

Level 2

242 points

Unofficial Mac Guru Needs Help...

Note: Posting this message here because there was no correct fit for Mac Universal issues...

Hello,

Over the last few years, I have become the unofficial "Mac Guru" in my work and personal community. I am the guy that people call when they can't figure a Mac issue out and/or need to purchase a new Mac. To date, I have 11 Windows-to-Mac converts that I have assisted (not one person regretting it), not to mention a score of other Mac users who just need a little technical assistance from time to time. Ha, I have been in and out of the local Apple Store so much with prospective customers, that the Manager jokes that he should be paying me a commission!

All of my service has previously been for free, as I have wanted to do what I could for the Mac Community and I am not a professional in the business. Unfortunately, my good will and/or inability to say no is beginning to cause problems. It is a new year and I need to make a change for my sanity and develop better business sense. I have a few questions for the other unofficial Mac Gurus and/or Apple professionals out there:

1. Is there a basic Mac OS X list of "must know" information (written at a kindergarden level) for new and/or challenged users? I am finding that half of my time is spent trying to understand what a certain problem is, because the person explaining it has no concept of correct terminology or Mac OS X function. "That thingy that I always click is not there anymore. What, a Finder, what is that?"

2. At what point do you just say no to a Mac user who has reoccurring problems that they caused due to their own inability and/or unwillingness to learn in the first place? I don't want to refuse education (even if it repeated) to a Mac user, at the same time, some people will never become voluntarily or involuntarily computer literate no matter what is offered to them. "I hate computers, but have to have one. Just make this one issue go away for now."

2. What is the average labor cost per hour that a professional Apple qualified technician would charge? No, I am not such a qualified technician, but this will help me figure out what I may need to charge in the future (along with a hefty legal disclaimer). I would then set up a direct donation route to a charity, as I am not looking to make money, but squeeze just a little appreciation out of my services instead. "Oh, well we decided to call you first since you have helped others for free."

Overall, I want to continue to help others with basic to intermediate Mac issues, at the same time, recommend a qualified Apple technician when appropriate. Any suggestions or comment would be appreciated. I know that I can't be the only one out there with these frustrations.

In the meantime, here is a timeless laugh about being in computer technical support (especially the iMac comment in the last 10 seconds of the video):

http://revver.com/video/4036/internet-helpdesk-live-version/

“Technological change is like an axe in the hands of a pathological criminal.” (Albert Einstein, 1941),
Dr. Z.

MacBook Pro, Mac Pro, PowerMac G5, Mac Mimi, Apple TV, and more..., Mac OS X (10.5.1), More Macs than sense...

Posted on Jan 2, 2008 1:05 PM

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Answer 1

DonH49

Level 6

16,716 points

Jan 2, 2008 4:47 PM in response to Dr. Z.

I've always thought that about the last 10 seconds. That's why the Mac Pro with two opticals and four hard drives came so late. Only a small % of users are really power users and want the ability to expand.

Anyway everything else you mentioned I have felt over the years. Actually when OSX came about I called myself the "Guru of nothing." It was too easy.

All the Macs I used to service, which was fun at the time but extremely stressful to service. A person in Chicago, one in Ohio, several in Pa. A few in Michigan.

My solution derived from my wife's mother who wanted a portable Mac. She's in Northwest Pa. She was 74 yrs old at the time. I gave her a powerbook G4 800 mhz with OSX. I spent 30 mins ,of course after configuring her powerbook for her basic lesson. She's 80 currently. Still running that powerbook. Bought a printer and set it up. I received no help call. Creates all birthday, Xmas and whatever on her own. I receive no phone call. Sends and receives email with attachments. I receive no phone call. "I'm the Guru of Nothing." That's how I want to remain. So I took her example and weaned everyone else off of my sphere of influence. If I received a call I would say sure but you are doing ALL the work. I'll watch, drink coffee and smoke a cigarette. It turns out that most everyone now likes to do it on their own. So I don't talk about hardly at all. I just in my quiet way support them by example. For instance I took all my mother's old photos and scanned them to preserve them. I bought her a good photo album. Placed many of the new picts in the book. Used my powerbook to show screensaver in Leopard mosiac. Showed all the scanned picts with my written comment on each picture(done in the Finder). It was halirious because of the comments on some of the picts. So what happens. My no nothing brother whom I serviced for many years then weaned off breaks out the projection device. Hooks it to my powerbook because I had the video connector and shows all those scanned pictures on the wall blown up images. It was awesome. So I think that if you quietly introduce new technology or new whatever. Let them think about it. If they show interest then they'll react to it.

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Answer 2

Thetis

Level 1

65 points

Jan 2, 2008 5:11 PM in response to Dr. Z.

To answer:

#1 Get your switchers to invest in either O'Reilly pocket guides, or "Missing Manual" books. Most of those books include so much "basic" information I can't even justify buying them for myself, but for new users they're great.

#2 Have a copy of the recommended book around yourself. If you're tired of helping someone, refer them to the appropriate chapter/page and tell 'em to RTFM the next time they have a problem. Teaching people how to find their own answers will make you and them much happier.

#3 I don't know about Apple certified folks, but I'm an IT consultant in a small firm that services mostly small businesses (and mostly on Microsoft equipment), and we charge between $75 and $150 per hour. Most of us have at least one certification, Microsoft or otherwise. Problems we can solve over the phone are billed in 15 minute increments (with a 15 minute minimum), problems requiring us to go on site are an hour minimum.

Hope this helps!

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Answer 3

S.U.

Level 6

9,601 points

Jan 2, 2008 9:51 PM in response to Dr. Z.

I'm neither a Mac Guru or an Apple professional, but I have run a business and can sympathize with your problem. But I am enough of a newcomer to Apple to be aware of some of the considerable resources that are available for newbies.

As for books, I found the ones written by Robin Williams to be far easier to understand for someone new to Macs, as they are written very clearly in plain English and tend to spell things out rather than assuming any knowledge. By contrast, I think the "Missing Manual" books by David Pogue are aimed at the more sophisticated computer user. The Robin Williams books may not really be the kindergarten primer, but they are a good choice for newbies. And they should be able to teach the terminology.

Apple has a lot on line tutorials and seminars and other stuff through the store to help people. And it's free. Even one on one help from the Genius bar. You can always be sure people are aware of all the free help they can get.

If someone is making a real effort to learn on his own and using these resources and still has an occasional problem, that is one thing. You probably don't mind that so much. But if someone is so lazy that they won't make any effort on their own and expect you to always be available to take care of their own problems, then that is quite a different thing. You have to realize that your ability to educate someone who doesn't want to learn is very limited, and they will waste an inordinate amount of your time. Just as a business needs to fire some of its customers, you need to be firm with these people and tell them that you simply cannot help them any more because they are not willing to learn. There's nothing wrong with being honest--it's not easy to do, but sometimes it is necessary. But be sure they know the resources on line and at the Apple Store--let someone else help them.

Charging for your services is not a bad idea--the freeloaders will go to the Apple Store where they can get free help. And those willing to pay will have more serious problems. And you might even consider doing some classes or seminars.

Learning to say no is tough, but you need to do it to protect your sanity. Very likely it is a handful of individuals that are imposing on you the most. One ploy is to be just "too busy" to be able to help them and send them to the Apple Store. If you are starting up a business, it is easy to be "too busy" when you need to be, as a business takes up a lot of time.

And if you can manage it, just be honest with these people--tell them that it's just getting to be too much for you to be spending so much time answering these incessant questions and that you simply must cut back for your own sanity.

Don't know if this helps--hope it does.

Good luck!

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