Look what a customer just dropped off for service!

[layoric]

When I started I was wish washy too

The thoughts of afraid to charge them what it's worth to work on, regardless of what the actual machine is worth, are looong gone. Yes, I give recommendations, but if someone just wants what they want, yeah, I'll give it to them - if the parts can still be had. On the other hand, if they don't know what they want, and just say here, you make the decision on what to do, I trust you, I'll move to the upgrade option.

Just the other day, I received a call from someone looking to replace the screen on their laptop. I told them that's the most expensive part. She just wanted me to look at it, but I got that 6th sense of cheap from them, told them it'd generally cost a couple hundred dollars (on average), then said they would have to make the decision if it's worth it to them to proceed.

 

[PCERTtimh]

If the guy really wants to pinch pennies look into off-lease systems by HP or Dell. They are all systems that were one time new and on a lease that recently came off. They are returned to the vendor and cleaned-up to a point their almost new again.

You can easily get a decent one for close to if not $200.

Just a though if they don't want a new one

 

[Appleby]

I run into this a fair amount. 99% of the time, I talk them into buying a new machine. I lay it all out for them....

Spend $200 and still have a horribly slow computer that might up and die at any minute. I will not warranty anything I put in a computer like this. If a part goes bad and it's brand new, it has a manufacturer's warranty. If for some reason you really don't want to buy a new machine, I will help you with this one (if I think I can easily) but you have to promise me that if anyone ever asks about me upgrading this machine, you tell them I tried to talk you out of it. The very last thing I want is 6 months down the road a customer telling a friend that I charged him $200 to "upgrade" a 10 year old computer that has $0 value. That has fly-by-night-rip-you-off written all over it.

I'm very nice because I understand people can be sentimental and frankly they might have $200 but not $400 for a newer machine. But I feel my job is to give my customers the best advice I can that helps them get the most bang for the buck and we all know that a newer computer, even a 3-4 year old computer will be better than a 10 year old computer.

Personally in these situations, it is not about how I make the most money, it's about what I feel is the best way for the customer's money to go the furthest. I have this conversation a few times a week and people are usually very appreciative when I tell them the truth and let them make the decision.

 

[tankman1989]

Again, thank you for the responses!

I spoke to the customer earlier today and explained that the computer's glory days were well behind it and it was time to retired the old thing. He was fine with it He still needed to stick close to his budget and actually increased it by enough to at least cover all the tax and any shipping of parts!

Either way, I don't look at this customer as "cheap" as some other people stated earlier. I know the other people didn't mean anything bad by that, it is simply a different client base. With the economy as it is, I understand that that extra $100 that could go to a new machine may be pretty hard to find.

I'm also in no position to turn away business at this point. I figured that I wasn't going to make much on this deal either way so the best bet is to make the customer as happy as possible and hope for repeat business or referrals.

 

[sjlplat]

I think you made a good decision in talking to the customer, and it sounds like the problem worked itself out. Good service can take you a long way. Keep that mindset, and your business will be more pleasant -- even when it's not so pleasant.

 

[hardtoremember]

You are the expert and you should always let the customer know the alternatives. In this case especially. Even if you had lost this customer to a cheap Best Buy machine do you think he would forget that you gave up a sale to do what was best for him?