Questions about home visits

[LionelJohnson]

Hi there, after spending several years in the industry in helpdesk and system administration positions I'm seriously considering starting my own full time computer repair business. I plan to work with domestic clients at first until I've found my footing.

I understand the work will involve a mix of 'pick up' and 'on site' repairs. I'm used to working in a corporate environment so I feel a little uneasy about the idea of working in random people's homes. I would like to hear your perspectives on the subject. Has anyone had any bad experiences working in customer's homes? Has it ever been dangerous or creepy? Do you find that customers like to watch you over your shoulder? Ever had any problems with payment after completing work?

I may seem overly cautious but I'm just curious about it. Thanks for what you can share.

LJ

 

[Xander]

11 years of on-site residential and about the worst I've dealt with is a guy last year who let me in, pointed to the computer, sat on the couch and let loose a monster fart. (The computer was far enough away that I wasn't bothered).
Another one, years ago, let me in, sat me down and left to go pick up his kids from school. Now there's trust.

Dogs that want to sit on your lap while you work. I love dogs so being firm to them isn't an issue. Plus, most owners are over-zealous about keeping their pets away.

You get used to people wanting to watch you work but some want to sit almost on your shoulder to do it.

Payment? Nope. Never had a problem. Most pay by cheque and, in those 11 years, I've had 4 cheques bounce - and two of those people told me before I knew about it. The 4th needed me to wait till his next payday but the 2nd one, well, took a little hunting down...and paid cash.

The one rule I've had is that you charge for how long it should have taken you, not how long it did. The customer never pays for your learning curve if it's something you've never done before.

My area is near Niagara Falls. City of ~150K + the Falls and other towns for another 100K. Not the most urban of areas, though.

 

[compnet]

Yes, yes, yes, and yes..

 

[PR Tech]

I have been doing in-home computer service calls for over 10 years now. I have never had any major issues...knock on wood. I had one instance of a hoarder and that was not too fun. I do, however, carry a can of mace in my tech bag. Keep an eye out for dogs. Also, all jobs are booked into a calendar and 2 other techs know where I am at at all times. I get payment when the job is complete via a SquareUp device, check or cash. I have learned the hard way that it is best to get payment right then and there. Do not wait to collect payment at a later time. Your chances of getting paid go down significantly if you wait. I have a different policy for my business clients. I do allow established clients to be invoiced Net 15.

 

[bertie40]

Getting out & about is the best bit for me. I enjoy meeting people.

It's also an easy way to get fed. quality varies between a silver service tray to ...... something not quite so nice.

Most people say that they will leave me alone "to get on with it". I reply that I really don't mind, and I don't. Grab a chair and ill explain what I'm doing. It builds a level of trust that hopefully makes them retain my services in the future.

I've been left in a house by myself a number of times. It must be my boyish charm. Yeah right.

I have a lovely collection of silverware and gentlemen's left socks which I have stolen over the years. I also enjoy retuning the customers TV so his channels are messed up. I am, of course, joking.

In terms of payment, I actually prefer cheques as I have a discipline problem with cash in my pocket.

 

[codegreen]

If you're not particularly comfortable working in other peoples' houses, you can always do pick up/drop off service exclusively. Even though I don't mind doing on-site personally, I've found it is much more efficient to bring computers back to my home workshop. That way, I can work on multiple computers at a time.

 

[HCHTech]

Getting out & about is the best bit for me. I enjoy meeting people.

This. I spent 20 years behind a desk before I started my business, and I really enjoy getting out and meeting folks. I'm a dog person and it really breaks the ice if you know the breed of someone's dog. It gives you a common ground and helps the relationship get started right away.

If I had to sit at the bench all day and make the same repairs, I wouldn't be in this business. I guess that's the tell. Good luck & have fun - it's not worth it otherwise!

 

[bertie40]

Daft as it sounds, it's a judgement call when you work on a machine as to whether you stick it out on site, or wave a flag and take it back to the workshop.

.....Also, you never know what you are going to come home with.

In my time, I've come home with large blocks of chocolate, a Spanish guitar and a vibrating reclining leather chair plus stool.

 

[slash]

I had a customer attempt to blame me for problems with his desktop before I began working on it. Only problem since I started a year ago.

I prefer pick-up/drop-off over on-site because I have more control over my work environment, if not the other benefit of earning more income when compared with just doing on-site.

I haven't been exposed to dangerous situations while working on-site. In the event that I am, I always know where the exits are and I let somebody know where I'm at before I begin working. If a customer or client is going to subject myself to a dangerous or sketchy situation, I don't need their business and I'm under no obligation to stay.

 

[Boston Pro Comp Serv LLC]

If you're not particularly comfortable working in other peoples' houses, you can always do pick up/drop off service exclusively. Even though I don't mind doing on-site personally, I've found it is much more efficient to bring computers back to my home workshop. That way, I can work on multiple computers at a time.

I agree it's just more efficient to work on them at the shop. Like most I've never had a problem on site. You've just got to be prepared for weirdos, pets, and houses/apartments in various states of disarray. Otherwise not a big deal.

 

[Xander]

I agree it's just more efficient to work on them at the shop.

Depends entirely on the problem. If it's a 60 minute drive round-trip and a straight-forward problem then on-site is the way to go. There's no point in taking up an extra hour dropping it off when you could just fix it there.

Also depends on the site -- had one last year where the elderly woman was incapable of cleaning up behind her cats. The house reeked to high heaven of cat piss. Just as I was almost used to it, I had to go out to the car for a part and almost vomited coming back in. Sadly, that was an internet troubleshooting problem and taking it away with me wasn't an option. {ack}

 

[bertie40]

......Also depends on the site .......

Fair point.
What you have to remember is that sites vary between countries and even counties / states.

In some locations, the most you have to worry about is where to park.

In other locations, you may have to consider the possibility of getting shot.

It's all subjective. Your "patch" may be quite safe, or you may have to go where police fear to tread.

A large proportion of my locals are pensioners. (Savages !)

You have to gauge the location on the fly.

 

[LionelJohnson]

Excellent responses so far. Thanks.

I agree it's just more efficient to work on them at the shop. Like most I've never had a problem on site. You've just got to be prepared for weirdos, pets, and houses/apartments in various states of disarray. Otherwise not a big deal.

You mention being prepared for weirdos. Are you talking from personal experience there? What kind of weirdos did you come across? Nothing dangerous I hope.

 

[bertie40]

Before I forget. Get a flu jab.
You are open to bugs, (the biological variety).

Check your kit.
Ensure you aren't spreading viruses via USB tools.

 

[JustInspired]

Before I forget. Get a flu jab.
You are open to bugs, (the biological variety).

Check your kit.
Ensure you aren't spreading viruses via USB tools.

Totally agree. For years I would get the flu without fail, last time was in early December 2010. Two weeks of being unable to do very much when you are self employed is not cool.
As soon as flu shots became available in 2011 (October) I got myself vaccinated asap. First year without getting the flu has been great.
I also use those anti whatsit hand gels for killing bugs after handling some of the nasty laptops we get in for repair. Ugh.

 

[Xander]

Might try that. I've never gotten one and I was hearing on the radio that local pharmacies are now giving them out. I'll probably have to remember to bring my health card with me.

--LOL-- never hit Submit on this. Have just been to get my first flu shot.

 

[JustInspired]

Might try that. I've never gotten one and I was hearing on the radio that local pharmacies are now giving them out. I'll probably have to remember to bring my health card with me.

--LOL-- never hit Submit on this. Have just been to get my first flu shot.

Hehe prepare to feel a bit crappy for a couple of days. Still nothing when compared to the actual flu.

 

[Xander]

I haven't had the flu for about 3-4 years, figured this year I was probably due. 12 hours later and I've got a bit of stiffness in my shoulder; not even a lot. That's it so far.... (Updates pending)

 

[MobileTechie]

99% of the population are very nice people in my experience. You do get the odd weirdo, couples rowing, overly suspicious types and so on but they make for entertaining conversations with the wife when you get home. I've never felt threatened. However my appointments are all recorded with the names and addresses so I guess if I did get murdered and cut up into pieces the police would have somewhere to start their investigations!

 

[Rosco]

I have been in business 4 years know. Onsite work was the one thing i wasnt sure of when i started out.I am not a fan of meeting new people. I like my quite time...lol.. I am 4 years in and now if i am on site i really dont mind if people look over my shoulder. i am more than happy explain what i am doing. It is there money and computer. Still like pickup better only because i can work at 3 or 4 at once.

I am glad when people have dogs. I am a huge dog person. I can prove my trustworthiness with no effort. I am a huge believer that dogs are great judges of character. If i pass a dogs test most people are very welcoming. Even when i say they can let the dog out it builds trust.

As for payment new customers always pay at time of completion and pickups always take a deposit. I do have a few clients that if they dont pay that day it isnt a big deal. but only a very small few.