New client

[Poetik92]

So a coworker from my old day job just brought me a client (an elderly couple) and after accessing their issues and doing a few fixes/troubleshooting/figuring out their needs I left the house. Total time was about 1.5 hrs and they are going to be using me to replace their "pizza tech" that they used to call to the house (I think he charged hourly, ill find out tomorrow)

That being said from the sound of it I'm going to be at this residence VERY frequently (the older lady has a habit of changing settings or pressing buttons and then forgetting what she did and we (Ex-Coworker, Her Husband and I) are pretty sure shes the one behind the issues.

My question for you guys is this "How should I bill them?" I want to be nice and ensure the service is affordable but I also need to make money for the time I'm going to be at the residence.

• Should I charge hourly since the service is In-House?
• Flat-Fee per visit?
• Flat-Fee for the work preformed?
• Some kind of remote support option?
• Monthly/Yearly plan - I was thinking of going with this but going out 10-20 times to one house in a month and getting paid $200 doesnt seem right

I'm going back on-site tomorrow after I purchase them a new AV, modem and mouse (install both and finish establishing a baseline on what I'm charging. This has the potential to be my biggest client so far so I dont wanna screw this up

 

[Markverhyden]

Some meaningful advice.

You need to have a business plan before you arrive onsite, not after. Communicating the pricing before or during the service event is at the top for the list. So put together a price list, research it for competitors in your area, including any big boxes.

As far as what to do. Tell them before returning what the charges are and will be in the future. Personally I am only T&M onsite unless it's a well defined project, such as setting up a new ISP or computer. Elderly customers are just another group of customers with their own typical patterns/characteristics. I focus on providing a "permanent" solution and not on return trips. Of course one possibility is a MSP type solution or prepaid time where your rates are discounted. Then setup remote access since most situations can be handled that way. If she really is creating the solutions then something like a restricted account or a product like Deep Freeze will work.

 

[Poetik92]

I have my prices already set so they are close to competitors but when it comes to big box (geek squad) offering a year of tech-support + AV for 199: unlimited virus removals and tuneups covering MOST software issues I feel as if they could benefit from a plan like that but for 199 I wouldn't really be making money after about 3 or so visits.

I like the idea of selling them blocks of time, that way if they need me more a certain month they have the option to pay more but if they don't need me at all one month then they didn't have to pay for unused services. Would appreciate input from anyone using this model and still taking other suggestions.

 

[callthatgirl]

I would setup an easy to connect remote support option, I have had many elderly clients that know how to click buttons when they know where it is. Sell blocks of time, yep. Then set expectations, they need to schedule appointments. No on demand services. Then bill in 15 min increments, should be fast stuff, you will come out ok.

 

[Poetik92]

So looking at selling 8 Hour blocks of time deducted at 15 minute increments for in home & remote services with leftover time rolling over into the next month. @callthatgirl are there incentives for them to chose the remote support option vs in-home? I already do all appointments scheduled with Mhelpdesk so other other major thing I see myself needing is a good remote program. I'd most likely bill separately for in-shop issues as those are going to be more major.

Just need to price this package. $150 Feels right to me but that's also a bit under 1/3 my normal in-home rate($60 which is a small amount less than what competition charges). but I'm not sure I can talk a residential client into $300 a month for tech-support for their computers. If I can turn this into a everyday option for clients I would be the ONLY one in the area that offers that kind of plan.

 

[callthatgirl]

I don't do packages like you do, I sell 4 or 8 hour blocks of time.

example: 4 hours is $499
each 15 min is $32

When a client calls in with an issue, I schedule based upon the problem and then I schedule out how much time I feel it will take. So a basic issue, 15 min sure, 30 min just in case and have time for the next appt. You only make $32, but then again, no drive time and it's a fast appt. These calls are gravy for you. Just how I see my prepay ticket clients.....small fast jobs in between the larger money making jobs, but I get the cash up front. Helps with monthly sales. You may want to start with 4 hours to land them and see how long it takes them to go through it. Now for remote tools....not sure how much remote you do, but there are free, cheap and expensive remote tools. I'd start with free or cheap for these folks to test. Many techs here use free stuff, you can review in the remote support forum.

 

[Poetik92]

alright then thanks