It didn't take long in my IT career to figure out that what I do has the same downside as any other acquired skill: My services are often expected outside the scope of employment. At least once a month, often once a week, I get a knock at my office door. "Are you busy? Can I ask you a question?" Then a statement follows: "My home computer is acting up, and it said it has a virus." Or "My laptop at home won't start." The key word here is "home." Then the infamous last question: "Do you think you can take a look at it?"
If you're in IT and you've never been asked to work on a personal PC, then I'm completely envious and I want to know where you work. Why don't these people start the series of questions with "Do you do work on the side?" or "Do you repair PCs at home?" This simple, but very revealing, question would either halt the conversation or continue it, depending on your answer. By answering "no," you'd make them aware that you don't work on personal computers outside the scope of work, thereby making it clear the conversation should end. If you answer "yes," they can safely assume that you do repair computers on the side, but you require a fee for your services.
By assuming that I'm at work to not only fulfill my daily tasks for my employer, but also to be at my co-workers' beck and call for personal computing problems, they not only frustrate me, but they sometimes instill a bit of madness into my soul. First, we all know what assuming does, but why do fellow co-workers, and others outside of employment, expect you to assist them fee-free? Is it because they don't fully grasp just how much hard work computers can be? Is it because they think they can have services for free just because they're acquainted with you? Is it because you're just so wonderful at fixing things that they refuse to ask a computer store to remedy their PC problems for fear those folks aren't as smart as you?
I'd really like to think the latter, but unfortunately I believe it's that some people attempt to get anything free out of anyone they can; call me a cynic. I know this is true because it happens in other fields as well. In a previous life, I worked on HVAC (heating, ventilation, and air conditioning) equipment, and I received the same treatment then as I do now with computers. The moment anyone discovered what I did for a living, I would be asked to repair refrigerators, air conditioning, and heating systems with alarming regularity. I'm starting to see a pattern here. I'm certain if you took a poll through various careers, similar stories would be told.
Do you ask your accountant to prepare taxes for no charge? No. Do you ask a waitress at a restaurant for free dessert? No. Do you ask your cable provider for free broadcasting? No. I could go on for hours asking these types of questions, and guess what, the answers would all be the same: No! So why do people ask those of us in IT to perform services for them without ever offering compensation? I really wish I knew the answer. Instead, I offer suggestions as to how you might handle such requests.
The Solution
Before I continue my rant, I would like to mention something important. The type of work I'm speaking about is such that would require a sufficient amount of time on your part to repair. I'm not talking about the quick questions that IT personnel can answer without ever touching a piece of hardware. I'm talking about Windows reinstalls, broken hard drives, and any of the other dozens of things that can go wrong on a PC or laptop. I have absolutely no problem assisting someone purchasing a new computer decipher what hardware terms mean. I don't mind showing them how to delete cached or stored passwords from a browser or helping them renew an anti-virus subscription. The small things are simple and take but a few moments of time to complete.
Many things are confusing about technology, and I'm generally a helpful person. The small questions that I can answer in a few minutes, without ever getting my hands dirty, I welcome from everyone. What I don't welcome is people assuming my time isn't valuable and thinking they can use my time to bypass receiving a bill from a local computer store for repairs. Finally, the thing that gets me fired up the most is when others ask me a question about a machine that has a currently active vendor warranty with service. They've already paid for support, so they should use it.
But I digress. Let's get back to the solutions.
First, you have the simplest of solutions if your employer doesn't allow you to do outside consulting: "I'm sorry. Our company policy prohibits business arrangements on the side." That's about the most clear-cut and easiest way of letting others know you're not interested in having them offload home PC problems. I'm sure many of your employers have a clause in the employee handbook stating something along those lines. It's a pretty common stipulation of employment.
Second, the most honest response is to simply say "no." Explain that you would gladly offer them a few minutes of free advice, but after that your services are no longer available. Explain that you don't do repairs on the side because you work too much already, which I'm sure many of you can relate to. (If they don't cease and desist, you may want to talk to your supervisor if you deem it necessary.)
A third option is to direct them to a place that can assist them. For instance, located near my employer are three local computer stores (by "local," I don't mean a chain like Circuit City) that offer reasonable, professional, and reliable service. One shop charges $40 to reload a Windows box, which I consider quite reasonable. The other two I've heard good reviews about, so I feel comfortable referring business their way. With this approach, you help your co-workers find a place where they can seek help with their PC troubles and also relieve yourself from future requests.
Lastly, if you actually do intend to work on a PC, make it clear that you will charge for your services. Often, if you mention that you charge for your services, they will look elsewhere anyway.
I don't ever work on any co-workers' PCs, so I offer a few suggestions they can try and then refer them to a local business. For my situation, that's the best resolution for everyone. I will help my family and closest friends, but what IT professional won't assist close friends and family?
The Disrespect
As I slowly start to unwind from writing this, I realize that it's others trying to take advantage of me that angers me the most. I admit that I am a full-fledged geek. I enjoy technology, and I immerse myself in it frequently to the point where I need to come up for air from time to time. Even though I sometimes swim in it, that doesn't give others the right to disrespect the fact that I have a life outside of my career. I do enjoy downtime, and there are plenty of other things in life that I do outside of working. The old cliché "Take time to stop and smell the roses" applies to any career, and you'd be hard to find anyone who disagrees. My time is as valuable as the next person's, and for others to expect services without the slightest inclination of compensation is a proverbial slap in the face, in my opinion.
I'm sure this rant strikes home with a lot of you out there. If it doesn't, and you're one of the ones often asking for help, take a step back and think about how you might come across to someone you approach in this fashion. Give us IT folks a break sometimes. We really do work very hard, and there's no difference between asking your doctor for a free appointment and asking your fellow employees for free computer repairs.
To those of you who are techies, I'd love to hear your comments and war stories, and by all means, please continue my rant where I left off.
Max Hetrick is a PC Support Analyst/Specialist who holds a certification as an MCSA. He also has experience with installation and maintenance of Linux operating systems from the PC to server levels. Max can be reached at
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