I’ve been working with a customer recently that’s really left an impact. And many concerns. Let me tell you about Mr B and his struggles with a modern computer, and worse, another company.
Mr B is a wonderful person. In his twilight years now Mr B has spent his life driving trucks, raising a family and managing his local golf team. He loves his holidays and loves seeing his family even though they are spread across the entire British Isles. Unfortunately however Mr B is fighting through Alzheimers and struggles to remember the details of his recent memory, even though his long term memory is good still.
Now this isn’t a sob story, just some background. Mr B has been mistreated by another company, making him buy new machine because he struggles to operate Windows, giving him cut price trade ins, and even downgrading him rather than repairing or helping him use his machine. The worst instance he tells me was that they told him to call someone local, instead of helping him get online and play solitaire. Activities he enjoys because they help him exercise his brain. To say I’m disgusted to hear these statements is being polite. Still we all have a duty to look after our seniors and I want to do everything I can to help Mr B, like I would for any of my customers, from corporate down to individuals.
So we get to the point, Mr B has his laptop, he wants to use it but he cannot remember what to do when he turns it on, logs in, wants to go onto Google, simple actions we take for granted frustrate and annoy him because his own brain is letting him down. It’s awful to see and I was determined to help him keep himself engaged and happy.
This is where I remembered a piece of software I use for a Home Theatre PC. Simple to use, it requires nothing more than two button presses, and the return key to open some favourite apps, while hiding the rest of Windows that Mr B doesn’t want or need in the background.
I got to work, customising the software for his needs, his internet (“Broadband” as he calls it… my heart melts), his emails and most importantly… Microsoft Solitaire Collection, his favourite set of games.
Making the HTPC wrapper look like the Windows apps is important to him for jogging his memory. So I got the relevant icons, simple instructions and added a nice desktop wallpaper and Mr B now has an Alzheimers friendly way to use his desktop. If he ever gets out of the software and gets lost, he has a clear button on his desktop to re-enter it, and automatic startup on the desktop if he fully shuts down.
The final verdict from Mr B himself was overwhelming. All of a sudden hes able to work out his own PC again. A small shred of independence and self reliance has done him a world of good. Like all my customers I’ll do everything I can to support and guide him where he needs it, and to be remembered by him despite his condition is an honour. Final closing picture is his machine running his new software, and I wish him the very best now enjoying a game of Freecell!!
My closing paragraph is this. When I started repairs I intended to step on no toes, keep it at a hobby pace and just let the company grow slowly into something I can rely on when I move on from my current employment. While that’s still my aim, anyone wronged by another entity that thinks it’s ok to cast a customer like Mr B aside, and to scam them out of their money like they have because his faculties are in distress, shame on you. I will do everything I can to push people away from places like that and actively discourage those from visiting your premises. If I can’t help, I will at least recommend someone trustworthy, you ain’t it cheif!
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