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

[Doctor Micro]

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?

*biting my tongue*

 

[Kenhelms]

I use a pabx, so when I answer I just have to say "hello, this is kenny."

 

[anonymous Mac Tech]

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?

I'm in a shop, but I would answer announcing the company name 1st, then say "this is so-n-so, can I help you?" at least during business hours. But this is not going to make a bit of difference if some of the other issues are not addressed. For example, you make a good impression over the phone, the client agrees you come pick up their machine. You show up at the door without any kind of legitimate paperwork, perhaps wearing your pants down to your knees with your hat on sideways. They are going to ask what happened to the person they spoke to on the phone.

Forgive me if I'm painting an inaccurate picture here, but the pros on this thread have given some great points and you have not told us if you even have the basics covered. Its difficult to pinpoint the solution if we don't know what the problem is. Its like posting a thread for help with a computer on this forum and just saying "computer won't power on, what would you do?"

 

[14049752]

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?

Sometimes I mistakenly say "Dominos, this is... Errr....Hello?" because I mostly only do PC repair on my days off. If I remember correctly, I just say "Hello, how can I help you." I can't say a business name for a few reasons, but mostly because my brothers use the same number for their businesses. My older brother does car repair on the side, my younger brother does plumbing on the side.






(obviously a joke...)

You should answer your phone with something like "Techeroni Computer Services. This is Jim-Bob, can I help you?" But you should have a real business name and the all of the legal stuff done first. The trust will follow.

 

[score444]

It would probably help if you answered any of the questions we asked you about business registrations, legal filings, insurances, etc etc.

I am legally registered as a business, and I do most of the things you have suggested. I drive a 2008 Grand Cherokee that I keep clean, I wear khaki shorts and a polo shirt (without my logo on it, although I probably should get those made up).

The customer always seems to be more comfortable giving me their computer once they see me pull up to their house in a decent car, dressed nicely, acting professionally. My problem is just that people are sometimes very skeptical on the phone before they meet me. I guess more than anything i was just asking for some advice on what to respond to them on the phone when they say they aren't sure if they are comfortable giving me their computer.

 

[studiot]

My problem is just that people are sometimes very skeptical on the phone before they meet me. I guess more than anything i was just asking for some advice on what to respond to them on the phone when they say they aren't sure if they are comfortable giving me their computer.

Then don't tell them!

I (usually) explain that I have two rates.

Rate One (higher) for quick response - normally used by business customers.
I would expect to turn up an be paid this for however many hours I sat in front of their pc, until the job was done.
This is because whilst I am on their premises I cannot be doing anything else productive.

Rate Two (standard) If I can take the pc or they can drop it off, then I can fit it into the work schedule with other bench jobs so they only pay for the time actually spent on their pc. There are plenty of other things to do whilst scans are running.

They soon see that it is in their interests to let me have the pc when I explain that a full Trinitiy scan can take 6 hours. It's up to them really.

And yes I answer the phone "Studio T, good morning" or whatever.

And remember to keep a good record of your customer details - Address, phone etc and their pc repair details.
If you are any good you will bless those records when they come back in 6 months, then a year , then...

 

[Doctor Micro]

ACG nailed it: Nice and professional, courteous, short and sweet. 'nuff said.

 

[score444]

Thanks for all your help with everything. I just started the business a few months ago so I am still working out all the kinks. One more question.. When you are returning a call, what do you say? I have been saying "Hi this is Brett calling about the computer" which seems to be fine, but I always feel like there is something better that I can be saying.

 

[studiot]

How about

"This is Brett from Houndog Micro"
or whatever.

Shakes head sadly.

 

[score444]

Can I ask, how long have you been professionally repairing computers? It sounds like you may need to have more help.

I've been doing it part time for about 4 or 5 years and full time for the last few months. I have about 150 clients and nearly all of them call me back when they have a computer problem the next time. I think everyone is very happy with my work because I do a good job at a reasonable price. I also make sure to be very nice to the customer and try to make conversation with them if they sit and watch me while I'm working. A long time ago I had someone come to my house to repair my computer and he was one of those people that just weren't nice and was slightly disrespectful so I never called him back.
Besides a few minor issues such as not having a set way to answer the phone and some confusion with setting everything up correctly with quickbooks, I would say my business have been running very smoothly.

 

[eggy53]

Sometimes I mistakenly say "Dominos, this is... Errr....Hello?" because I mostly only do PC repair on my days off. If I remember correctly, I just say "Hello, how can I help you." I can't say a business name for a few reasons, but mostly because my brothers use the same number for their businesses. My older brother does car repair on the side, my younger brother does plumbing on the side.






(obviously a joke...)

You should answer your phone with something like "Techeroni Computer Services. This is Jim-Bob, can I help you?" But you should have a real business name and the all of the legal stuff done first. The trust will follow.

Nice, so if your car broke down, your older brother fix it and if have plumbing problems your other brother can fix it. Thats nice.

In my case, my older brother is an accountant who never worked as accountant but as a Veterinary tech for my uncle and now for my cousin. And my other brother has a side exterminating business.

 

[score444]

I've never had a trust issue with anyone either once they have seen me in person because I am a professional too. The issue I was having was that people weren't comfortable with giving their computer to a stranger when I was talking to them on the phone before I met them.
Also, I don't see anything wrong with wearing a nice pair of shorts when it is 100 degrees outside.

 

[bagellad]

alright guys, this isn't "What not to wear". haha.

I would say you should get "Identity call" Where it has a special ring if they call a different number (your new business number!) Thats what I use at home. IT costs like a $1 or something. So when you get a business call you can pick up and say your business name and not be embarrassed.. its a little harder with the cellphone i will admit when you are forwarding it.

 

[Doctor Micro]

It's not too hard with the cell phone. If you have a different ringtone for your family and personal friends, then all other calls are potential business clients by default.