I work for a printing press and we do a lot of outside jobs for the local area and neighboring states. We contact clients through phone and email but need to use an FTP service to receive files. This is mostly because most email software won’t allow many things over a few megabytes. Every now and then we get people who have no idea what working with a press or FTP entails and our heads hit the desk pretty hard.
Preface: We got a new client, a college paper, who sent their first paper to us. My supervisor sent them a well dictated and precise set of step-by-step instructions. Even with this, some call us because they’re still having issues.
Client: Hi, your supervisor sent us the email with the instructions to use Filezilla and I was wondering you could help us out?
Me: Sure! Filezilla is a little weird at first, so I understand! Haha Open it up and tell me what you see.
Client: Oh, well I don’t have it yet.
Me: You haven’t downloaded it yet?
Client: No, how do I do that? Is it free?
Me: Ok…open up your internet browser
Client: Which one should I use?
Me: It really doesn’t matter.
Client: I opened one. What website do I go to?
Me: … Just go to google and type in Filezilla. The first thing to come up will be what you’re looking for.
Client: OK, so it says I need to download it from SourceForge. Is that ok?
Me: Yes, that’s fine.
Client: What version should I get?
Me: The latest version will work.
Client: So now I need to install it. Where do I go to do that?
This continued on for some time and I eventually had to explain how FTPs work in the simplest terms. Mind you, this was a college student enrolled in a journalism or graphic design class. So it’s safe to assume they would know at least the majority of this stuff already in some capacity. I enjoy helping people but most of the time with actual issues, but when someone is literally asking to be walked through the entire process, from start to finish, I wonder why they chose that major in the first place.