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ForumsA week ago, a member of the Technibble forums asked how to handle clients wanting to drop off their computers to his home office. Should he let them come to his home and go inside? or stick to only doing onsite work and pickups only?
Its a good question that most computer technicians need to think about when they first start in their home based office.
There were two differing opinions to this question. Some of the technicians said that they allow their customers to come into their house because it allows them to boot up the computer and see what problem the customer is talking about. They also use their office to show their customers that they are a serious business and not just some kid doing it for a hobby in his bedroom. These technicians feel that this reassures the customer and adds to their credibility.
The other more popular opinion is to allow them to drop the computer off at your house, but don’t allow them inside. I personally use this method and here’s why:
Security
There will be times when you come across a shady client that will bring in a potentially stolen computer. Just this week I had someone wanting to bring over a laptop because the Windows install had a username and password they couldn’t remove.
Due to having coming across these suspicious requests before, I have developed small a checklist of questions I usually ask to determine if a computer is potentially stolen. The chat usually goes something like this:
“Are you able to ask the person you bought it from what the password is?”
“No, I just bought it like this”
“Perhaps its mentioned in the manual. Do you have the manual or disks that came with this laptop?”
“No”
“Perhaps the place that sold it knows the password, where did you buy it from?”
“From a friend”
“Does you friend know the password or have the manuals?”
“No, I just got it as is”
By this point, there is a high chance that this laptop is stolen and I tell them I cant help them. Other than the fact its unethical to work on a stolen computer, but I really don’t want anyone that either steals or buys stolen goods to know the value of the equipment that I have inside my workshop and how well its secured.
This “pre-qualified” client never made it to the door because I thought he was suspicious beforehand. However, there is also the possibility of seemingly good client turing bad. One of the posters on the Technibble forums had his own story like this:
“I had a laptop brought in for repairs. the owner was adamant that he be in the lab and oversee the entire process, he claimed there were important files on his computer he couldn’t let out of his sight.”
At this stage, there are no problems. Just someone concerned about their data so you are unlikely to turn them down.
“It was an IBM thinkpad with xp. it also had exactly one program installed on it: a credit card ripper. I told him I couldn’t fix the issue and got him out of there as fast as I could.”
Now it seems this person is a criminal and now knows the layout and the value of this technicians house and contents.
The othe technicians said that he should have reported this person to the appropriate authorities but this can create another headache you dont need. The person will know that it was most likely you that reported him and there is the potential of them returning for revenge.
Insurance
Insurance is a huge problem when letting people into your home. As one technician put it:
“There are just too many people out there only too willing to trip / stumble on thin air just to make a claim against you.”
Your homeowners insurance policy will almost never cover you if a customer is injured on your property. If you do want to allow a customer inside your home and protect yourself with the right insurance, your premimums will go up dramatically so it is generally not worth the hassle.
Due to the above factors, I mostly do onsite work but if they must come to my place I keep them at the door and meet them outside. I have never had a client not want to give me their computer because of this. While I understand that there are credibility benefits if you show clients your workshop. I feel that the risks involved are much greater than the benefits.
What about zoning regulations? My home is zoned for a residential area. The potential for a higher volume of traffic that could be generated by allowing clients to come to our homes could impose upon our neighbors. Don’t we all have some hyper-observant neighbor watching everything everyone does? It could only take one tip to the City or County and I’m thinking there could be a penalty.
Great tips on the shady people and insurance/liablity concerns too!
For a multitude of reasons I don’t allow clients to my home office. My partner and my children live here, I have cattle, sheep and other animals and far too many things that could go wrong with just one idiot.
I can see it now, “It all went really well until I tried to pet that cute sheep with the big curly horns…..”
PS. Great discussion of the issues BTW.
In terms of insurance, your average homeowners policy does not cover your clients equipment while it is in your home office either.
Better to be safe than sorry. I am dealing with people who may already be in a financial crunch and the crime rate where i’m from is just too high. I usually make a judgement call. If you are a repeat customer and i feel comfortable with you, i may allow you to come into the living room to drop off your system. No one comes into the repair room what so ever. And I always carry the system to customer’s vehicle myself.
If I didn’t have a store front I wouldn’t let customers inside either.
Though at my house I could easily let customers in and sit in the sun room( connected to Parking Overhang, not the house ).
Maybe put a few chairs and a table under the Carport or Garage so they can sit and fill out paper work?
right now, I’d be pretty embarrassed to have somebody in my living room, but once the office is fully enclosed, not so much (3 months from now), and also we do have a neighbor, that started a petition against another neighbor that was running a landscape business out of his house and had2 or 3 trucks parked out front(I didn’t sign)
As a tech who works from home, I run into this situation occasionally.
My general rule is that clients don’t get any farther than the threshold of my door. I come directly to the client about 95% of the time, but every now and then there’s a situation where that’s not possible for scheduling reasons or the client just happened to be in the area.
I don’t, however, let un-vetted clients know my home address. New clients are always on-site first. After that first check clears, I don’t as a rule have any problem with them dropping by in person, so long as they’ve made an appointment with me.
I see this topic differently.
Rather than having this be a risk to my personal assets I see this as a risk to my companies image. Working out of your home dosnt sound good. While it keeps my overhear down, it sounds much better to the client that you do inhome pickup or inhome service.
Well, Customers are alloyed (and welcome) to my home/office, (on RSVP, at office hours)
They can also enjoy video advertising of my services and products during waiting time…
and as a business, equipments are fully Insured.
My reason for having a store front and adequate insurance in case of an idiot falling.
Before when I worked out of my house I did on site or picked up only.
Even now with a store front some customers want to look me up at home on the weekends to be able to get their computer to me. I offer to open the shop briefly for a quick drop off only. No drop offs at my house ever.
My experience here is a bit different. I always allow, even prefer, customers to bring their machines into my living room, even new customers. I’ve never run into any problems with it. They’re all nice.
It’s of course a big advantage, I save the travel time, and can do other things while e.g. Windows installs.
If a customer wants to do a drop-off, I always explain to them that I work out of my home office and prefer to meet them in a comfortable public setting, such as a nearby coffee shop, to make the exchange. This provides security for both you and the client, tables to fill out some paperwork on and usually power outlets and free wifi if you want to power on the computer briefly and check things out. The coffee shop loves the potential business (buy a cup once in awhile to show your appreciation), the client doesn’t have to walk into a stranger’s house, and you don’t have to invite a stranger into your house.