You clearly have set a trend with your client base that you're now realizing you can't or don't want to support. I get it, I really do. I offer up my personal cell as well, but I retain a small list of clients so it is very manageable on my end.
NEVER give residential clients your immediate contact info. Provide them with your helpdesk email address that goes straight to your ticketing system.
ALWAYS provide your best business clients with your immediate contact info. Don't give it to all their employees. Give it to the Decision Maker/CEO/President, etc.
Set Expectations
You have to set the tone, prior to that first service call/remote session.
Bryce has great kits available to help you do this. If you haven't bought them and put them to use yet, you should consider it.
I only mention this because it will help you establish the trend you want to support going forward. Print out the engagement forms and give them to your clients. Get them signed. Take them seriously. Don't provide service until you have them signed...zero exceptions.
Be 100% honest with your clients. IF your swamped, and the constant interrupts are delaying your ability to service them, they deserve to know. They will respect you more for your honesty, and trust you because of this. You want their trust. You seriously don't want them as a client if they cannot extend you this simple request.
You need to let them ALL know that you will be changing how you take in service requests. I suggest you tackle this task over the course of a month. Actually, drive to your biggest business clients and meet with them to have a brief chat, and see if there is anything you can help with while there. Call everyone else personally and inform them of why you're making the change. Send out a weekly email reminder to the businesses. Be respectful while you're educating them about why you're doing this, and in the end, you need to comply with how they want to do business with you if you want to retain them as a client.
Always Answer Your Phone Live
If you're not doing this, your losing potential revenue. Period.
You should be picking up your phone by the 3rd ring, preferably the 1st ring.
People don't like leaving a voicemail when they need Tech Support. They are just as likely to call a competitor (which in some cases may work out better for you!). You're going to kick yourself in the butt though when you find out that you missed a call one day that could have been a whale of an opportunity for you. So change your habits now. Get an earbud, leave it in when you need hands-free. Get a decent data package and stay on WiFi so you can access your ticketing system remotely.
DO NOT BILL CLIENTS FOR TIME YOU SPEND ON YOUR PHONE.
Time Management
You should after 3.5 years of doing this know how much time is being wasted performing our daily tasks. Identify where the issues are, and find a way to overcome them.
- Get a cheap calling service to act as your receptionist.
- Focus ALL of your efforts on supporting the clients that are paying your bills every month, and plan to work towards reducing your involvement with everyone else. Have you heard of the 80-20 rule?
- Automate your processes. Computer repair is insanely easy to automate. Use a free tool, buy a tool, etc. Use an RMM. Kabuto is a good start.
If you don't have time to make phone calls and market yourself to new businesses EVERY DAY, then you will become stagnant fast. Make time for marketing as a #1 priority.
Good Luck!
