You are working on a system issue at a client’s site and notice that the resolution is taking you longer than you anticipated. As a result, you know you will be late to your next appointment. What is the best way to deal with this situation?
Explanation
Answer: C - If an issue is taking you longer to fix than anticipated and this will cause you to be late to a later client, call your next appointment and tell them you are running behind due to fixing another issue, offering to reschedule their appointment if they so wish.
Key Takeaway: Every client thinks they are the most important, and when it comes to systems, nobody likes it when they’re not working. Troubleshooting is not an exact science, and sometimes an easy takes forever to fix, while another is solved in a jiffy. Most importantly, when you arrive to fix an issue, you shouldn’t leave until the problem has actually been resolved (unless there are hardware or software limitations keeping you from doing so); think about when a cable technician or plumber comes to your house to fix an issue-you don’t want them to say they’ll come back later. Although there’s no perfect way to deal with this issue, notifying the client to whom you’ll be running late and offering to reschedule gives the client some autonomy and demonstrates you are sensitive to their issue.
