I found out on Monday that a good customer of mine had passed away. I found out from my customers that referred me to them when they called to ask a favor of me. I installed the system last year before christmas for them but from the beginning this was His system, it was going in his "man-cave room". When I was installing it i had no idea he had been battling kidney cancer and had spread throughout his body and was only given a few more months the live.

As this was his system the wife respected that and wanted to stay out of it. I know they would go in their and watch movies because he would always text me what movie they were watching and how awesome it was and how much they were enjoying the system. She never cared to learn how to use the remote though.

My customers called me Monday asking if i could go over their and teach her as she has no idea how to use it and wants to listen to his music and see his pictures he has on the apple tv. Im supposed to go over their tomorrow afternoon to show her how. My customers are actually going to meet me there to help with the awkwardness and comfort her when she breaks down.

How would you handle this, No doubt this is going to be one of the most awkward things ill ever do. I know as soon as we press the apple TV and his pictures of their family show up thats going to be very hard for her to keep it together. The memorial was today, personally i wanted to give her more time but my customers insisted we do it tomorrow and she says shes ready.

I know its probably one of those things where ill have to play it by ear but man this really sucks, especially since he was only 60 years young. It hits home too since my aunt has been battling cancer for the past two years and is now on a time clock as well. When ever that phone rings i always wonder if this is "the call" What a cruel disease she is only 52. I cant even imagine a child battling this.

Anyway, I would really appreciate any incite you guys can give.

It's time to be what we used to call "an adult." She will cry. Let her. Don't try to comfort her -- others will try, and nothing will work. It will be uncomfortable. Let it be uncomfortable. If it weren't, you'd be a psychopath. If someone were to tell her it will become bearable, she wouldn't believe them. Just be there, be patient, be nice, be strong in yourself, be understanding if, rather when, she needs something repeated or has other troubles with normal communication.

Four years ago a friend lost his love of nineteen years. I ask him how he's doing, he says "one day at a time."

It is one of those things you just go in and do. I had to do something like this a couple years back for a client I really liked and respected. There were a couple times we could not hold back the tears.

Well said Ernie...and no misspellings :)

Good Luck Sig.

+1

Is the system difficult to operate? Sit with her and teach her the basics. Depending on her proficiency tell her you will be back in a week to confirm her progress. If it is a universal that you programmed you should be fine, she probably just thinks its difficult to use.

This is truly what being in the service industry is all about. She will truly appreciate you visit and anything you can do to help her sync photo albums would go a very long way. I bet when this is over it will be your most memorable moment of the year.

I wouldn't charge for any of these visits but that's just me.

 Take what Longhsot16 said and double it for me.  That's the exact right thing to do.  

Yes do not charge. Eat the 2 or 3 visits!

This should be an easy one to do. I was close to the client I mentioned, so it was probably a little tougher for my scenario. I was also close to the wife as well.

Agreed. Its called doing the right thing. Wouldnt even think about a charge! Just do it. Ackward? yes. Human? Absolutely.

Our discomfort in most cases is far worse than the person's that your dealing with. Do what Ernie recommended. Don't be afraid of mentioning the spouse that passed away, doing the opposite is an insult, and they existed. It's these mundane things that are part of the grieving process and they have to be done to get past it. You're helping her in many ways.

For the record, I didn't get the impression that this would be a billable visit?

I would bill it for your record keeping, but don't send/submit the bill....write it off.

Signature, That will only be as uncomfortable as you make it in your head. Just be your usual professional self and all should go well.

I had sort of a similar situation where I was not hearing back from a customer who owed me a large final payment. I eventally went to her house, rang the bell and the daughter answered the door, and informed me her mom had a fatal heart attack a couple of weeks before. It was a little awkward.

Your customer might surprise you, and be fairly stoic, and I'm sure when she sees the pictures and videos, the tears will be tears of joy, as she knew her husband was terminal. I just lost my best friend to a similar deal, and his wife was really solid and had "prepared" herself better than I. It was me breaking down at the memorial, not her.

I wish you the best. Maybe have a shot before going over? By doing what you are going to do will only solidify your relationship with this client & her family.

Best of luck.

Guys thanks for all the incite, It was/is greatly appreciated and helpful. It was tough, My customer that refereed me to them was there and she also had a friend their that i had known from previous encounters, Small world.

She had me come in and sit at the table with them all and just shoot the breeze for 15-20 minutes. Offered me some food & wine (which I politely declined) Then she asked if we could begin. She actually knew more then i thought she did, the main thing was that she was afraid of the remote (MX980) I didnt realize but i guess 3 months ago they could no longer turn on the TV (that was IR, equipment is located in basement) They had to walk up and press the on/off button. I confirmed and the LED's are shot so im going to have to call URC and hope they can get a replacement since it is just out of warranty. When the problem started was also when he started to get really bad and was in & out of the hospital daily and didnt find the time to call me.

I could/would never think of charging for this type of service. Hopefully URC will warrant the remote for this kind of situation. Obviously the remote is the last thing on their mind over the past couple months.

Again thanks guys, it really helped. It was still awkward but wasnt as bad as i thought. She was alright too, there were times when she shed a tear but it was mainly her friends that were having a hard time with it.

She did tell me as i was walking out that over the past year Chuck (his name) got so much joy out of the system and when he was bad off was his only escape from reality.