Part time PC repair buisness- advice please

[MDdan]

I know that some of you here are currently doing this, so I appreciate any input you may have.

I am looking for extra income, not a monsterous drain on my free time.

I've been doing this stuff as a hobby for years and professionally for the past 2 years.

A+, Net+, CCNA for what that's worth

Anyway, here are a few questions, although all input is appreciated

1) Rates: A coworker of mine who use to do this charged $35 for personal and $60 per hour for buisness. What are you guys charging? Do you offer free estimates, pricing by the job, etc?

2) Liability: Anybody ever have any problems with one of their customers? Any suggestions for not getting burned? (other than not screwing up...lol)

3) Parts/products/etc- I'd like to stay away from selling stuff because that involves inventory. Are any of you selling selling anything other than your service?

4) Promotion- word of mouth is great, and I'll make buisness cards, but any other cheap but effective ideas? should I bother to get a web host and set up a site?

5) Any other ideas?

Thanks folks.

[brandon184]

Perhaps I'm not the most qualified person to be answering these questions, but I do know a fair amount...

1) Just so that you don't have to start thinking up figures on the spot; develop a sure-fire pricing structure that covers absolutely everything. I doubt that pricing each job individually would work too well, if it didn't follow any structure at all.

2) Please clarify the term "problem customer".

3) Since this is a part-time practice, selling parts, accessories and the like is up to you. But since you mentioned that you don't want to invest TOO much time into this, I wouldn't highly reccomend it. It might not hurt to keep a select few items in stock, if you feel inclined to do so.

4) Promotion - Since this is a part-time thing, you won't have to do much in terms of marketing other than what you mentioned in your thread. Taking out of a small ad, or a spot in the classifieds of your local newspaper would take care of any other voids in your customer base. A website would probably only be worth your time if;

a) It was listed on your business card & footer of your email messages.

b) You found a super cheap, reliable host for it.

Hope that helps!

- Brandon
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[storm2k]

a problem customer is someone who generally causes you much consternation and agita because they are NEVER happy with what you do, even if it is right. they tend to complain to higher ups and seek resolutions above you, even if they are not required.

[brandon184]

I still don't get it. Either because I'm slow, or because I make sure that I'M not a problem customer..

If I've got a memory problem and I take it into the shop, and they replace the faulty memory - what would I do to classify myself as a problem customer?

(Just an example! I'm aware of how to replace memory!! )

- Brandon
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[RayH]

To repair personal computers out of your garage on the side, you will do well to charge a flat labor fee, maybe $35-40. If you get a "problem" customer--those cronic complainers--just give them back their money and tell them to go elsewhere!

A lot of people get scared to take their computers in to a shop because they feel they are going to get soaked for a huge labor fee. I have a shop which chages $35 to look at it and $65/hr. labor, which should take care of most problems. Unlike cars, they charge how long it takes them...not the inexperienced to fix something!

But you know, there are plenty of people scared to load Windows, install a CD writer, etc. They are just nervous to open their computer.

If you have the latest anti-virus updates, you can make a lot of money getting them out of people's computers.

Ray

[Philip1952]

A problem customer it the one WHO.
Complains about anything that was done.
Parts to high priced. (I can get it cheaper over there)
Labor rate to high. (So and So charges this amount)
The work wasn't done in a timely manner.
The sales/tech person didn't show enough concern for the
problem at hand. (make that read MY problem)
The list could be bigger but that is enough to start with. From my experence from an auto mechanic point of view. Most of the complaints lead to the bottom line.


To make me happy. (<The customer) you need to drop the prices. Or I will take my money some where else.
These type of people come from all walks of life and age. The dollar is the only thing they think about. If they can take it away from you. They will. It doesn't matter how good of work you do. They only want it as cheap as they can. Most of the time these people don't stay with one store/shop. They move around. Milk one place as long as they can. Then move to another new place.

IMHO

[MegalosSkylaki]

I know absolutely nothing about PC repair business.

But I would make a suggestion that may help you both in respect to deveolping a customer base and dealing with problem customers.

Reconsider having computer gismos to sell.

Not for the money in mark-up but for these reasons:

People are often afraid of things they are unwilling to admit to even themselves, let alone somebody else.

Having the latest Video card they could open a conversation about--or just any decent one--a Cd-RW whose operation you might help explain not that they don't completely understand it already, maybe a sound card or two for people "who just dropped in to see if they could help a friend with his sound system" might take them off the hook enough to be willing to engage your services.

I gather you don't want to get stuck with unsold inventory so we are talking about a few mainstream items here, and their function is more psychological than economic as such.

The other advantage to engaging people in a conversation about some computer item is that it gives you some sense as to "Where their head is at" and whether this is someone you want to deal with

If not, as bartenders say, "They don't get a major reception". Why do you think a bar door person will engage you in a conversation before you go into a half-empty bar. To see if you are "tight" and to see if you'll be a PITA.

Hence, "selling" some choice items--or at least having them around-- helps to deal with your concern about "problem customers". While nobody can predict how someone will turnout to be, your "street sense" will help you out here. In time you'll probably develop a better sense of whose gonna more pain than he's worth.

Good Luck from the

D G

about the last guy that worked on thier machine- given that beware- Have I had any no - I don't charge to look at it. but I only take a about ten to 30 minutes to look it over and test ,

If I figure I am into a mess - no problem customer - does not feel shorted and I can send them to someone else politely - rather than getting it on with them.

I charge by the job - and give ballparks -after I know whats wrong - not guessed -

I advertise by word of mouth and so far happy customers are those that do my advertising - am I picky - yes - to the point of well- lets just say- really -

in our neck of the woods - there are really good techs that are well paid - and worth it - then there are the guys that are good given time -

the last group are those - gone through retraining - community college and the like but never worked hands on until now -

those ones do create the most amount of very sad customers
-its not them - they just need more hands on - it just ticks off customers.

Those are the ones that I work with - the problems are not great but they have had psuedo techs mess the machine up and are praying that someone can help - and if you do - you are a god to them - and every friend they know will be your friend - and you will be busy -

money - I learn a lot- and keep a coffe can near - makes for a cheap night out!

to all the cert guys please understand- no offense - I would cert but - for now - not - I should have ten years ago - and around here we have a puppy mill cert college - so the cert books are cheap at the used book store - our sources of info.


wiz & eve

[Richard Cranium]

I do NOT accept work on any machine less than 166mhz, and do not like working on those.

The old machines tend to give erratic problems like the mouse not working on one boot, the sound on the next.

Very old machines are likely to have been struck or shocked by high voltage, seen it several times and they give different symptoms each boot as seen above.

Units with failure to boot, no video etc, I accept them for inspection.

I will hook them up to kbd, mouse & monitor and if I cannot determine which direction to head, I give it back at NO CHARGE.

If the customer insists that I attempt more detailed teardown, it's $20.00 per hour, $20 minimum.

Usually on older stuff, I'll wind up using the good components to assemble a more modern machine.

I still sell 400mhz machines, I sold one 233mhz this year and the customer is very happy with it. It was CHEAP.

You can sometimes spot "problem" customers.

1st time users are best avoided.
People you work with who complain about all the utility bills etc, avoid them like the plague.

One whiner at work has asked for pricing for a year, he did not want to spend over $300 MAX.

Then went out a got a new Dell for $1200.00, I was so GLAD

I knew one person in this business. He was successful. Here are some of the things he did (or didn't do):

1) Never advertized. Relied on word of mouth.
2) ALWAYS kept appointments for repair
3) Charged a fair amount- not too less and not too much
4) If any problem developed in software installation, hardware upgrade or anything else, the first time he fixed it for free. Told the customer it's his (the PC Technician) fault that he did less than a perfect job.
5) When building PCs, gave customer an itemized break up of cost including his profit. NEVER cheated any customer.
6) NEVER loaded pirated stuff to make an easy buck.
7) 99.9% of the time made House Calls-customers hate to take a PC to the repair shop
8) Kept a total of around 300 active clients. Refused more as it would dilute his level of service.
9) Had a neat kit in a backpack he carried everywhere- tools, software, floppy disks, everything.
10) Didn't put selling hardware upgrades/add ons as a priority. Was clearly focused on building PCs, repairing hardware/settings and software installations, tweaking, etc. When asked to supply hardware, he arranged it thru his contacts but NEVER added a markup.
11) NEVER charged his customers anything to remove virus no matter how long it took or what the complications.
12) Believed in Delighting the Customer, not Satisfying him

He's been in business for 6 years now and while he may never drive a BMW, he's self sufficient, works very hard and loves what he does.

The kid lives in India where I'm from, and to this date keeps in touch with me and I thought I'd share some of his secrets at building his business. Though, I understand now he's hired another technician for the routine stuff.

Good Luck.