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ForumsThere have been a few times where I have been called out to onsite repair jobs that only took 10 minutes to complete. However, I need to charge a minimum of 30 minutes to 1 hour (depending on distance) to cover the driving time and cost. Now if I were the client and I was slugged the full hour fee for a 10 minute job, I would feel like I didn’t get my moneys worth.
So how do we make our clients feel like they got their moneys worth? Always provide value.
Once I complete the task that I was sent there to do, I always ask “Is there anything else you would like me to look at?”. If they say yes, then I do it. If they say no, I offer some of the following:
Check to make sure everything is up to date such as antivirus definitions and subscriptions, Windows updates and third party software like Firefox. While you are there, you should also set these applications to automatically update themselves so they continue being up to date.
Virus Check
Using applications like Process Explorer and Hijack This!, look for viruses and malware that the antivirus might not have picked up.
Spring Cleaning
Using an application like ATF Cleaner, clean out the temp files that collect on a computer over time. This includes the Windows temp folder, temporary internet files, prefetch, java cache and the recycle bin. Although ATFC leaner has options to clean out more temporary locations like history and cookies, I personally leave those alone since deleting the cookies will result in the client being logged out of their websites.
If you have a can of compressed air or a small compressor onsite, take the computer outside, open up the case and give it a good clean. We posted a guide on how to clean the inside of a computer case last year for those who don’t know how to clean one properly.
Teach Them Something
Ask them if they would like you to teach them something. The most common ones are:
- How to get pictures off their digital camera and put them onto the computer
- How to buy and sell of eBay
- Show them how to avoid getting viruses and installing malware
- How to navigate the computers file structure. Its surprising how many people don’t know how to do this. Show them how to navigate down into folders, go up a folder, create a new folder etc..
- How to scan, fax and print
Something Non Computer Related?
Over the past few years I have had a few clients ask me to help them setup their new home entertainment setup. However, before I start I always tell them that its not my strong point so I may not succeed, but I will give it a shot anyway. In most cases, all you need to do is read the manual.
Just Talk To Them
Some people just like to chat. They may be elderly/lonely and don’t get a chance to talk to many people or they might just want to pick your brain for some tech tips. If I am not in a rush to get somewhere else and I am still under the hour, I will often have a good chat with them.
The point is always make the client feel they gained something out of your visit.
My services at my job do a system where the ride is free, us being this is free, and only pay if we fix the problem that they need. Theres no fee for mileage or hourly rates.
I have found that in most cases where I do what is mentioned in the article then I end up being there over the hour which means more money in my pocket and the customers are always a lot happier that I was not rushed. These are the customers that I get word of mouth advertising from.
There should always be some sort of minimum charge. I always inform clients ahead of time, it’s $X dollars an hour with one hour minimum. Gas being what it is theres no leeway (atleast for me) to not charging my minimum. But if im there only a couple minutes ill do updates, defrags, malware removal etc, i figure im there charging a minimum hour, i can always find stuff to fix that they didn’t even realize was wrong. that usually makes my clients happy, they feel they are getting something for nothing and im getting paid by a smiling customer.
I get paid for the mileage by my company so gas isn’t a problem
What is the maximum distance of customer house you don’t mind to come to their house?
My absolute maximum is 1 hour drive. I only have one client that is 1 hour away (used to be local, but moved) and I only go there because he is more than willing to pay for the travelling time and petrol.
For me, gas isn’t the concern – it’s the time spent. Building client relationships is very important in our line of business, but so is time. When an on-site job only takes 15-20 minutes and I have 5 or 6 other service calls that could be scheduled that day, it’s hard to balance building relations and full time optimization.
So far, the only customers that have been OK with paying the minimum fee but not getting the time are the rare customers who WANT a quick, quality repair job, and the “preferred customer” whose kids you know by name. Everyone else tends to feel “robbed,” and it can be a nightmare with some people trying to explain that they simply unplugged the cable modem or what have you.
So very true! This applies to almost any business or industry. If you’re called out for one thing and it ends up being a false alarm, provide some sort of update / maintenance just to make it worth both yours and the customers time.
I do have to say it is about the relationships. The time and money are not what it is about. Long lasting customers and customer referrals with get you your money.
http://www.tmcsquared.com
I always teach people how to avoid getting tricked by those virus and trojan. Because there are always new ways that virus and trojan can infect your system, I can always teach something new, even to repeated customers.
These are some nice suggestions that most customers would appreciate and view as going “above and beyond”. I’d love to have someone offer to teach me how to do something new rather than just trying to get me to purchase some extras.
You seem like a truly honest guy, many people would have just charged them and left as soon as they could. It is nice to know that computer technicians ain’t like mechanics