Charge for Diagnosing?

[SThompson86]

I thought charging a client to diagnose their machine would be a good idea because it guarantees I will pocket some money, but it seems it may not be.

This week I had a prospect client call me and told me she had a laptop with the screen out. She then told me that she was going to hook up a monitor up to the external port and see if that works. I then told her that was a great idea, and if the external monitor works then it is most likley a bad screen, and if not its probably a bad MB. She then said she did not want to pay over $100 to get it fixed, I then told her that she would be looking at over $100 in parts to replace a screen or MB. I then stated to her that I can properly diagnose her machine for $25 ( I charge 25 to diagnose, and deduct the 25 if I do the repair, and just charge what ever the repair cost.) So she said that sounded good, and she let me go saying she was going to try the external monitor, and call me back

The call back- So I hear back from her yesterday, and she states that the external monitor did not work, and I then state it is probably the motherboard. She then brings up this other computer guy she knows who is saying its the screen, ( this is where I start thinking yea.. this is one those clients that needs to go on down the road) She then states that this guy is going to diagnose it for !FREE!. and that what ever he says is the problem I get to do the repair. ( I then start trying to slowly but politely get off the phone because if she is worried about paying me a measly little $25 to figure out what is wrong then she isn't worth my time.) Before I let her go I stated that it was probably going to cost $100 to $180 for a screen or motherboard, and then my labor rate just so she would know what to expect when it came to my bill. She then said she would call me back.

I am just wondering if charging for diagnosing is a good idea because like above it can bring in a middle man. The middle man crap is not going to work. Thats like going to 1 heart doctor to get diagnosed for a clogged Aorta Valve and then the patient going to a second heart doctor and stating my Aorta needs to be replaced, when can you do the operation?!? Ok yea, thats crazy lol The middle man diagnosing deal will not work, because even if I did do the repair that the middle man diagnosed, and it did not work I would look like a fool.

The reason I have been charging for diagnosing is because I do my work on the side out of my house, and I do not have a lot of turn over and I would like to make at least something on every computer I touch, but that may not be a good idea.

Sorry for the long post on such a simple question, but please also critique my approach I had with this lady. This is an approach I take alot because I seem to always get a hold of some know it all customers who want the work done free. And lastly, is charging for diagnosing even worth it? In the above case if I would have done a free diag I could have probably ended up doing the repair if it needed one and walked away with a nice chunk of change.

Thank you all in advanced.

 

[purple_minion]

I thought charging a client to diagnose their machine would be a good idea because it guarantees I will pocket some money, but it seems it may not be.

This week I had a prospect client call me and told me she had a laptop with the screen out. She then told me that she was going to hook up a monitor up to the external port and see if that works. I then told her that was a great idea, and if the external monitor works then it is most likley a bad screen, and if not its probably a bad MB. She then said she did not want to pay over $100 to get it fixed, I then told her that she would be looking at over $100 in parts to replace a screen or MB. I then stated to her that I can properly diagnose her machine for $25 ( I charge 25 to diagnose, and deduct the 25 if I do the repair, and just charge what ever the repair cost.) So she said that sounded good, and she let me go saying she was going to try the external monitor, and call me back

The call back- So I hear back from her yesterday, and she states that the external monitor did not work, and I then state it is probably the motherboard. She then brings up this other computer guy she knows who is saying its the screen, ( this is where I start thinking yea.. this is one those clients that needs to go on down the road) She then states that this guy is going to diagnose it for !FREE!. and that what ever he says is the problem I get to do the repair. ( I then start trying to slowly but politely get off the phone because if she is worried about paying me a measly little $25 to figure out what is wrong then she isn't worth my time.) Before I let her go I stated that it was probably going to cost $100 to $180 for a screen or motherboard, and then my labor rate just so she would know what to expect when it came to my bill. She then said she would call me back.

I am just wondering if charging for diagnosing is a good idea because like above it can bring in a middle man. The middle man crap is not going to work. Thats like going to 1 heart doctor to get diagnosed for a clogged Aorta Valve and then the patient going to a second heart doctor and stating my Aorta needs to be replaced, when can you do the operation?!? Ok yea, thats crazy lol The middle man diagnosing deal will not work, because even if I did do the repair that the middle man diagnosed, and it did not work I would look like a fool.

The reason I have been charging for diagnosing is because I do my work on the side out of my house, and I do not have a lot of turn over and I would like to make at least something on every computer I touch, but that may not be a good idea.

Sorry for the long post on such a simple question, but please also critique my approach I had with this lady. This is an approach I take alot because I seem to always get a hold of some know it all customers who want the work done free. And lastly, is charging for diagnosing even worth it? In the above case if I would have done a free diag I could have probably ended up doing the repair if it needed one and walked away with a nice chunk of change.

Thank you all in advanced.

The diagnostic fee is to keep people from getting a phone diagnostic and then having their next door's neighbors college roommate's cousin to fix it based on that you said. They would be wasting your time, and you experience without you getting anything in return. How would you feel if you were the guy doing the diagnostic for free, and then they take it somewhere else? That guy just got screwed out of his time he could have used to actually earn some kind of an income. That's why you credit the fee towards the repair, to prevent freeloaders.

You don't go to the doctor but then not get billed because you don't want to go get the prescription filled.

 

[MobileTechie]

I don't see how this situation changes anything. I too wouldn't be vying for her business.

 

[SThompson86]

Ok so I was doing good by charging a diag fee, glad to know. I was just wondering if other techs charged fees, and I also wanted my approach I had with the lady critqued. That is all I was asking.

Thanks

 

[MrUnknown]

I think the way you are doing it is fine, most people on here do the same thing.

I don't believe she has any plans on having it repaired which is why she is going with a free diagnostics. If she planned on having it repaired, then she would go with you anyway because the diagnostics fee would be credited to the bill and it would be "Free" anyway. She is just trying to get a price out of the other guy first.

You are right though, if she is arguing over $25 diagnotics fee that will be waived if she fixes it, then she probably isn't someone you would want to do business with. Make sure you get a deposit on the replacement parts before you start working if she brings it to you.

 

[DanF]

I don't charge for diagnostic, but people's mentality over here is a little bit different. However I encounter these low class clients all the time. Try to get off them as soon as possible, they're not worth the work. If they don't want to pay... it's up to them. The will probably regret their choice later. Going for cheap solutions most of the time will end up costing them much more later. I've learned this the hard way.

 

[sonyw810]

We waive the fee if there is a problem and the customer has us fix it. If they want to have "their friend who knows what he is doing" fix it then yea I expect payment for finding the issue.

 

[MobileTechie]

I don't charge for diagnostic, but people's mentality over here is a little bit different. However I encounter these low class clients all the time. Try to get off them as soon as possible, they're not worth the work. If they don't want to pay... it's up to them. The will probably regret their choice later. Going for cheap solutions most of the time will end up costing them much more later. I've learned this the hard way.

I had a lady ring me up and trying to negotiate. She clearly didn't like my price but said she'd "definitely call back in an hour" and didn't. I did however get a call on my mobile a day later saying that she was annoyed I hadn't turned up twice. I called back mystified. She'd left the message on my phone by mistake. It was aimed at another, cheaper guy who'd failed to keep his appointments! I couldn't help but say that sometimes cheaper isn't better!

 

[SThompson86]

I had a lady ring me up and trying to negotiate. She clearly didn't like my price but said she'd "definitely call back in an hour" and didn't. I did however get a call on my mobile a day later saying that she was annoyed I hadn't turned up twice. I called back mystified. She'd left the message on my phone by mistake. It was aimed at another, cheaper guy who'd failed to keep his appointments! I couldn't help but say that sometimes cheaper isn't better!

Ha thats nice.

Thanks for all the info everyone. I am glad to know I was and am on the right track.

 

[atlanticjim]

Yes you are on the right track. Most of us (me included) charge a diagnostic fee that is applied toward any work done.

I think that (and this will be hard to swallow) that you erred in even suggesting that she hook it up to an external monitor. Much of what we do is in the free domain, at least the knowledge is. I cannot charge people for sharing my knowledge but I DO charge for using the knowledge to do the work.

I am always going back to the car repair analogy. I have NEVER had a mechanic suggest a fix over the phone, have you. "Jim, it sounds like a dirty gas filter, replace that and then call me back and see if that fixed the problem". Yeah. . sure. He politely listens to my symptoms and then invites me to bring the car to him, have him diagnose and fix it, and return it to me.

I do the same.

WHATEVER the symptoms and the client's diagnosis my response is the same. "Well, in my experience this could be one of a variety of problems. The only way to tell is for me to see it. I expect that I will want to take it back to my shop to properly handle this as it may take hours. Do you want to drop it off or would my pick up service (+$20) be more convenient?"

 

[SThompson86]

Yes you are on the right track. Most of us (me included) charge a diagnostic fee that is applied toward any work done.

I think that (and this will be hard to swallow) that you erred in even suggesting that she hook it up to an external monitor. Much of what we do is in the free domain, at least the knowledge is. I cannot charge people for sharing my knowledge but I DO charge for using the knowledge to do the work.

I am always going back to the car repair analogy. I have NEVER had a mechanic suggest a fix over the phone, have you. "Jim, it sounds like a dirty gas filter, replace that and then call me back and see if that fixed the problem". Yeah. . sure. He politely listens to my symptoms and then invites me to bring the car to him, have him diagnose and fix it, and return it to me.

I do the same.

WHATEVER the symptoms and the client's diagnosis my response is the same. "Well, in my experience this could be one of a variety of problems. The only way to tell is for me to see it. I expect that I will want to take it back to my shop to properly handle this as it may take hours. Do you want to drop it off or would my pick up service (+$20) be more convenient?"

Right lol I was waiting for someone to pick up on that. It was her idea to hook it up, but i said it was a good idea to try. So yes, next time I well do like you say, and tell him/her it could be a lot of possible issues and of course it could be cause by many different things.

 

[AllenHBlackburn]

About 80% of my work is done at the clients location. (motto-- We Come To You ------- Afterall, Isn't that where the problem is?) I won't drive to a location for free and when they set up the service call, they know there will be a minimum charge of $19.95. That fee is waived if we can perform the necessary repairs onsite. Have never had a problem with this setup.

 

[Xander]

I don't do hardware sales but I do diagnose the need. If I get to a place where the computer isn't booting and I can determine that the problem is with the motherboard, I'll perform last rights, sprinkle a little holy water and, depending on the distance I drove, usually charge "$20 for gas/time".

I should make it more of a habit to stress that if they have me set up their new computer that I'll deduct the amount paid today. (awkwardly phrased after two double martinis and right before bedtime)

 

[RegEdit]

Zeroing in on a problem can sometimes take a lot of time. And what if after you diagnose it they decide to just pay you the very low diagnostic fee of $20 or $25, so that they can fix it themselves? So then you may decide to start charging $50. But if you're Joe Repair Guy working out of your home they may decide that it's not worth chancing it with an unknown guy. I think the more established you get, then you can justify charging more.

I charge one flat fee of $120 + parts (if any) to do the whole job and they sign the contract. However each time someone comes to me with a computer, I always advise them that they need to decide from the get go if it's even WORTH repairing, especially given when the symptoms they describe indicate that a part may be failing. I always tell them that if the cost of the repair exceeds half of what it would cost to buy a replacement computer, then it's generally not worth repairing. Usually they give you a pretty clear idea of what their intentions are.

I don't charge a diagnostic fee and because of that I think customer are more likely to spread the word about you to friends.

 

[atlanticjim]

Zeroing in on a problem can sometimes take a lot of time. And what if after you diagnose it they decide to just pay you the very low diagnostic fee of $20 or $25, so that they can fix it themselves? So then you may decide to start charging $50. But if you're Joe Repair Guy working out of your home they may decide that it's not worth chancing it with an unknown guy. I think the more established you get, then you can justify charging more.

When I walk in the door the clock starts tickin' and in 45min they better understand that they are signing an agreement and I am going to do the repair onsite or taking the computer with me . . . or I am getting my $50 diagnostic fee and leaving.

Once they have me in person, they will want to have me as their regular computer technician. I don't know where you are but I would not trust someone who was going to evaluate a problem with my computer (or oven or clothes dryer or furnace) for only $20. $60 is about average around here for anything to be evaluated.

@HouseCalls - I am surprised that you don't do hardware sales. I find it essential. Upgrades of memory and hard drives are a big part of my add on service. I rarely will do any job without recommending additional optional services or products. Had a job for a tune up. Noticed that the mouse was funky and asked her about it "yeah, it has been like that since my daughter used it" ding! mouse sale! "I have a nice replacement for you, it is pink and my wife loves it". Upgraded memory too. So. . ordered RAM (note to self: I really have to keep a better stock of RAM) picked up a mouse at discount from OfficeMax on my way back three days later and charged her list price for the mouse (that was a $15 profit) plus RAM (with 15% markup) plus the service call.

 

[Reviver]

What she did does not make sense.

You said that your diagnostic fee is waived when the customer goes ahead with a repair.

So it does not make sense for her to go get a free diagnostic elsewhere, then have you do the repair.

Your diagnostic IS free if she gets you to do the repair.

Sounds like a time waster customer to me.

 

[Xander]

@HouseCalls - I am surprised that you don't do hardware sales. I find it essential. Upgrades of memory and hard drives are a big part of my add on service. I rarely will do any job without recommending additional optional services or products. Had a job for a tune up. Noticed that the mouse was funky and asked her about it "yeah, it has been like that since my daughter used it" ding! mouse sale! "I have a nice replacement for you, it is pink and my wife loves it". Upgraded memory too. So. . ordered RAM (note to self: I really have to keep a better stock of RAM) picked up a mouse at discount from OfficeMax on my way back three days later and charged her list price for the mouse (that was a $15 profit) plus RAM (with 15% markup) plus the service call.

It was a decision I made years ago. I don't carry the burden of depreciating stock with me or have to run around town picking up parts just to pad the bill by a few bucks. Once I'm done with a housecall, I shouldn't be back there for months, much less days. It'd very inefficient for me to make those errands normally. I'll do them to replace someone's hard drive but if that's the case I'm taking it back with me and I charge them cost, rounded up.
I've only just started signing up to do software sales. Serial keys don't depreciate.

 

[8fold]

What she did does not make sense.

You said that your diagnostic fee is waived when the customer goes ahead with a repair.

So it does not make sense for her to go get a free diagnostic elsewhere, then have you do the repair.

Your diagnostic IS free if she gets you to do the repair.

Sounds like a time waster customer to me.

Exactly! She wants you to do a repair based on someone else's diagnosis (someone who offers FREE diagnostics, to boot). If that repair doesn't fix the problem, then you can expect her to hold YOU responsible for it.

 

[NYJimbo]

Because we are in a shop we dont lose money as if we would have to travel, so we have an unwritten rule that we do offer free diagnosis.

When and what we offer depends on how busy we are, the type of work and the type of client.

For instance it was dead Friday afternoon and early morning saturday so when the first guy walked in with a non-booting laptop he didnt want to spend any money on a diag. So he got a free diag. An hour later a guy walks in with two dead laptops, we didnt offer a free diag to him. If I got enough work coming in the free stuff stops.

Sometimes I am sure I can fix something so it gets a free diag, other times I am really fascinated with a problem and even though I know its going to be an expensive repair and the client will likely walk away once he hears the price, I will do a free diag just so I can get my hands on that particular machine or problem. This way I can learn whatever it is that I have before me in the real world, even if it ends up costing me time and making no money.

 

[hardtoremember]

Well like 8fold said, I wouldn't do a repair based on a diagnosis by someone else. Anything goes wrong and it's your fault in their eyes. Sometimes walking away is more cost effective and better for your reputation.