Response to a customer that says "How do I know I can trust you?"

[score444]

Recently, after placing an ad in the local newspaper, I have been getting calls from a lot of new customers. I usually talk to them on the phone to hear what they think their problem is and then set up an appointment for me to either work on the computer at their house, or pick it up and bring it back to my office if it is a bigger job.
Over the past couple of weeks, I have had people calling that have problems where I determined that I would need to take their computer home with me. When I tell them this on the phone, some of them have been saying, "How do I know I can trust you?", or "I'm not really comfortable giving my computer to a stranger." Does anyone have a good answer for these types of wary customers? I know I do a good job and quality work for a very competitive price, but how do I explain that I am qualified and trustworthy enough to take their computer? After all, I might feel a little uncomfortable too if I had to give my computer away to some random guy that works out of his house. Any thoughts?

 

[angry_geek]

That's a tough one. Working out of a shop, I'm not too sure how to respond. You may offer some other customers they can talk to or try to reassure them by offering your driver's license info or something.

 

[14049752]

Well, my first question would be this: Is your company set up, legally, as a business? Do you carry insurance? Any local affiliations like Chamber of Commerce, BBB, etc? All of these things will help your image in a customer's eyes.

Otherwise, I don't have anything that you can say that will simply make your customers trust you.

 

[Kenhelms]

I work out of a shop as well, so Im not for sure how to approach that either. My suggestion would maybe just be to provide references?

 

[anonymous Mac Tech]

If you are just starting out and no clientele as references or anything to offer them otherwise, maybe give them the option of dropping it off to you. If they come to your door and see you answer that would help ease their minds. Possibly invite them in and assuming you have a clean organized home with a well setup work area that would ease their minds and let them feel you are legit. Then at least if they don't hear from you they will know how to find you.

A lot can be said for giving clients your home address, but they were willing to give you their address and have you over, so trust is a two-way-street when you don't have a storefront or anything else to offer.

 

[Canadian Tech]

I too work out of my home but I haven't had anyone ask me that. The main thing is developing a repore with the customer and having an affiliation like the BBB helps. If I did come across a customer asking I would say something like "I understand your concern and I would be apprehensive as well but I am licensed and if you feel more comfortable you can drop it off to me at......." or I would mention my affiliation with the BBB.

 

[bagellad]

Oh ive had this one

The thing I do is this..

First of all, don't diagnosis over the phone, go take a look at it. Once they meet you in person there tends to be more of a trust level. Also try to make it sound like you are doing them a favour and saving them money by bringing their back with you.

and of course there is my old stand by "Believe me.. I have enough broken computers at home already!"

 

[studiot]

I give a receipt, usually handwritten on company notepaper for any equipment received or collected.

Usually I produce this unbidden and clients are suprised as they do not expect it.

I then explain that not only does it mean that their equipment is insured, but that ownership is confirmed should anything happen to me.

I also affix a bright orange label ( easily removable) with their name on it to the pc.

I have never seen one that does not find this reassuring.

It has the added advantage for you that it is a record of what you have received to help remember and proof in any later dispute.

As a matter of policy I try to avoid receiving auxiliary equipment, mice, cables etc etc. Its easier if I only have the main box and perhaps the psu if it is a laptop.

I would say that over 80% of domestic customers leave at least one CD in the drive.

Act professionally and they will respect you.

 

[windowsrenew]

suggestion

All you can do is try to eliminate as much "risk" for the client as possible by including testimonials and money-back guarantees in your ads and on your website. The BBB suggestion was a good one as was offering to put them in contact with past clients. If they call and are skeptical, offer to sign a document ensuring that you will return their computer in equal to or better running condition (make sure you document it's current state before you sign this). I also had another document I would sign that reassured the client I would destroy any backups of their personal files I had when finished.

 

[ifelloutofatree]

I give a receipt, usually handwritten on company notepaper for any equipment received or collected.

Usually I produce this unbidden and clients are suprised as they do not expect it.

I then explain that not only does it mean that their equipment is insured, but that ownership is confirmed should anything happen to me.

I also affix a bright orange label ( easily removable) with their name on it to the pc.

I have never seen one that does not find this reassuring.

It has the added advantage for you that it is a record of what you have received to help remember and proof in any later dispute.

As a matter of policy I try to avoid receiving auxiliary equipment, mice, cables etc etc. Its easier if I only have the main box and perhaps the psu if it is a laptop.

I would say that over 80% of domestic customers leave at least one CD in the drive.

Act professionally and they will respect you.

I really like your ideas on the chain of service, providing a receipt for accepting their goods and the bright tag. Currently, I label their machine with their surname on a swatch of paper taped on with sticky tape , but your idea is efficient and professional. I hope you don't mind if I steal it!

Haven't been on in a while as my health and work life has changed a bit in the last couple of months, and joy of joys turning 50 in a day or so. but its great to get back on a hear the sharing of experiences.

 

[jj2000]

Haven't been on in a while as my health and work life has changed a bit in the last couple of months, and joy of joys turning 50 in a day or so.

hope you are now feeling OK and as for turning 50 "Welcome to my world"
its not too bad honestly.

 

[tasaholic]

hope you are now feeling OK and as for turning 50 "Welcome to my world"
its not too bad honestly.

No..being 50 is great...or it was quite a few years ago when it happened to me,which ,at the time, I thought was cruel as I had led such a blameless life but later found out my god knew it all!! Bummer...

 

[iptech]

I tuned 50 a few weeks back - nothing fell off!

 

[ITG Tech]

I pased the half century mark a few years ago. Although my mind needs a defragging more often, I still manage to get the job done.

 

[K007]

If customers get to hear your voice in the phone and ask you to come to their place to fix the PC, then you are half way there up to their trust.

Once you ring their door bell, when they lay eyes on you, there is the second half of their trust.
If you look nothing like they expected, then you will be asked that crazy "How can I trust you" question.

Dress smart, professional, be clean and respectful.

 

[ifelloutofatree]

I tuned 50 a few weeks back - nothing fell off!

thanks to all for the kind words - I'm sure I'm on the road back to health. and ..... I'm glad to hear that nothing falls off! thats a relief! the celebration starts this afternoon and will probably go on and on till I fall down -

 

[isiahw1]

I feel like a baby with all of this "50" talk....I haven't even made it to 30 yet!

 

[iptech]

thanks to all for the kind words - I'm sure I'm on the road back to health. and ..... I'm glad to hear that nothing falls off! thats a relief! the celebration starts this afternoon and will probably go on and on till I fall down -

Sounds like it might be best for you not to go climbing any trees today.

Have a good one old fella!

 

[Doctor Micro]

The more legitimate and professional you appear, the easier for a new client to trust you.
-When you arrive at the customer's location, do you have signage on your vehicle (even if it's one of those magnetic signs)?
-Do you wear any emblematic apparel, like a shirt (clean and wrinkle-free, I would hope) with your company logo embroidered on it?
-Do you have pre-printed work forms with your company logo prominently displayed?
-Do you have a nice business card that does not look like you printed it yourself (even if you did)?
-Do you have advertisements in local publications?
-Do you have an email that doesn't end in gmail.com, hotmail.com, yahoo.com or (gasp!) aol.com?
-Do you have a website of your own that is .com, or .biz?
-Are you a member of the local Chamber of Commerce and/or Better Business Bureau?
-Do you answer the phone with something other than just "Hello?"
-Do you have a professional-sounding voice mail/answering machine announcement?

These are just the external trappings of legitimacy; ultimately, it will be your knowledge, professionalism and job performance that builds your reputation and engenders trust.

 

[score444]

-Do you answer the phone with something other than just "Hello?"

I was wondering what some people answer the phone with? I do say "Hello" but I always feel like I should be saying something else to sound more professional. What do you guys say?