Service procedures for computer and phone repair.

[labtech]

I assume you are in Jamaica the country, not Jamaica Queens-NYC, so it may be different out there for you with regard to communication and transportation go.
What you mentioned is pretty straight-forward. Just try whatever process you come up with. Then you adjust by being open-minded to feedback to customer's reaction when they learn how you work.
Don't worry, the customers will let you know what they like/dislike, convenient/inconvenient, etc.

 

[Haroon92]

To be honest build your own. Only you know what your environment is. Of course something to reference as well helps. If you have not you should purchase the Technibble Business Kit which is full of stuff. I seem to remeber they did have some operations type forms amongst others.

I bought the kit, but a process flow isn't there. Yes, i'm creating my own, but to be honest a second opinion/advice is always good. Thanks.

Another vote here for the TN bus kit.

As your just starting off with your technician career, it has a lot of things which im sure you would find invaluable.

I bought it already.

 

[Haroon92]

Customer doesn't have to travel back to authorize repair they get a quote which shows the price. They either approve the quote or they don't.

If they approve it we move forward with the additional work and bill them at the end. This allows them to make a single trip back once the PC is ready.

Sent from my SM-G870W using Tapatalk

But don't I have to do the assessment first before putting together a quote? I what if they don't want to wait for the assessment to be completed?

 

[Haroon92]

My workflow is pretty simple.
Client calls (on phone or in person) says PC is shite, slow, dead, acting weird, or all of the aforementioned.
I say " drop it off (or leave it with me if they're in the office) and I'll get it fixed up for you."
Client drops off computer and gives brief description of the problem.
I wave my magic wand on said POC and lo! It works! Ring client with good news, client collects, takes invoice, transfers money via EFT at their leisure within a couple of days.
New clients pay cash until we get "friendly."
Happy days!

Lol...So you can give them the invoice after repairs have completed? I thoguht it's best to give them before repairs. And what if they refuse to pay, and the system is already fixed?

 

[Haroon92]

I assume you are in Jamaica the country, not Jamaica Queens-NYC, so it may be different out there for you with regard to communication and transportation go.
What you mentioned is pretty straight-forward. Just try whatever process you come up with. Then you adjust by being open-minded to feedback to customer's reaction when they learn how you work.
Don't worry, the customers will let you know what they like/dislike, convenient/inconvenient, etc.

Good advice...respect, bro.

 

[Kitten Kong]

Lol...So you can give them the invoice after repairs have completed? I thoguht it's best to give them before repairs. And what if they refuse to pay, and the system is already fixed?

yes, invoice once repairs are completed.

you can't really invoice beforehand, as you may run into something unexpected.

if they refuse payment, you have their machine. more importantly you have all their data..

 

[Porthos]

Lol...So you can give them the invoice after repairs have completed? I thoguht it's best to give them before repairs. And what if they refuse to pay, and the system is already fixed?

You give them a work order with what you plan to do either a diag or actual repairs you have determined at the time of drop off and if there are any aditional changes you stop and call for approval. If they dont want to fix it you get your diag fee before they get the computer back.

 

[Haroon92]

95% of the time I already know what needs to be "done/fixed" on any computer I receive. This is done at the time of dropoff.

All booting computers are booted in front of the client at drop off and look at installed programs. ( With experience you can spot crap a mile away)
A HD smart test is run I also inform them that that "GOOD" quick test is not a guarantee the drive is 100% good.
I get the client to show me what they think is wrong if I already did not figure it out myself.
Create an Image or a fabs backup depending on issue.
Do work order and get signature. If more advanced diags are needed collect diag fee in advance to credit to bill at the end.

NON-Booting computers.
Boot from PE disk and test drive. If drive is bad stopthere and clone drive (charge accordingly (it will be a lengthy process)
If drive is good I get a fabs backup because It will probably need a clean install of Windows. (especally Win 8 or 10.)

My intake is basically an interview of the clients needs/issues and the computer. I have found that this process gives a client more trust that you know what you are doing and that you care about their data.

If the only way you know to fix a computer is Googling and using youtube "you might be a Redneck" I mean"pizza-tech"

You give them a work order with what you plan to do either a diag or actual repairs you have determined at the time of drop off and if there are any changes you stop and call for approval. If they dont want to fix it you get your diag fee before they get the computer back.

noted. Thanks.

 

[Markverhyden]

I bought the kit, but a process flow isn't there. Yes, i'm creating my own, but to be honest a second opinion/advice is always good. Thanks.

So create it and upload for comments.

 

[GTP]

Lol...So you can give them the invoice after repairs have completed? I thoguht it's best to give them before repairs. And what if they refuse to pay, and the system is already fixed?

Why would you invoice before the repairs were completed?
99% of my clients trust me and just pay what I charge upon completion (or shortly thereafter) business clients included.
If you choose your customers wisely and weed out the problem ones you get to a point where a level of trust is maintained.
I have clients all over the world whom I service remotely. I send an invoice on job completion, they pay, we're all good.

NEW clients pay cash or CC until that level of trust is established but still after job completion.

 

[Haroon92]

So create it and upload for comments.

will do.

 

[Haroon92]

yes, invoice once repairs are completed.

you can't really invoice beforehand, as you may run into something unexpected.

if they refuse payment, you have their machine. more importantly you have all their data..

Bro Kraken, my CEO said it would be best for them to come back to he store and sign to proceed with repairs and also pay for the parts and services the sametime, and the reason is that he says even though person my agree to pay on the phone they will not turn up to pay after you have already bought parts and installed already, so I think it's more sure for them to come by and sign and also pay for the services and the parts that is also needed. I know it's a lot of hassle but looking at it from this point is more sure rather than buying parts and no one pays for it.

 

[Haroon92]

Here it is..

 

[Porthos]

Bro Kraken, my CEO said it would be best for them to come back to he store and sign to proceed with repairs and also pay for the parts and services the sametime, and the reason is that he says even though person my agree to pay on the phone they will not turn up to pay after you have already bought parts and installed already, so I think it's more sure for them to come by and sign and also pay for the services and the parts that is also needed. I know it's a lot of hassle but looking at it from this point is more sure rather than buying parts and no one pays for it.

That is why you have a good ticketing program/service. You send them an invoice and they pay it online.

Other than that you collect a diag fee upfront and even if you do order parts with approval(could use text or email for a paper trail) You have the computer in your shop and if they back out you still have the diag fee you already collected. Large cost parts I agree you should/could collect in advance. You will know what kind of customers you have to deal with in YOUR service area and know what terms you will need to adopt.

 

[Haroon92]

That is why you have a good ticketing program/service. You send them an invoice and they pay it online.

Other than that you collect a diag fee upfront and even if you do order parts with approval(could use text or email for a paper trail) You have the computer in your shop and if they back out you still have the diag fee you already collected. Large cost parts I agree you should/could collect in advance. You will know what kind of customers you have to deal with in YOUR service area and know what terms you will need to adopt.

well, i'm going to see how the "coming back to the store goes". peace, bro.

 

[frase]

no and no your doc is too wordy - basic is as below

Begin the Assessment while customer waits
No the tech will contact client once assessment is done, informing of repairs and cost and authority to go forward with repairs.
Reason: Tech may be busy at the time and cannot fulfill this, other issues may arise.

After the assessment has been completed the customer should be given an
invoice stating that after repairs are done a 30 day due date will be given for full
payment, and agree to proceed with repairs
No strictly COD, when client picks up system, payment is required until release
Reason: none

Most is common sense as I have said before

 

[GTP]

OMG are they applying for a visa?
If I walked into a computer repair shop and got presented with this I would just walk out again!

 

[alexsmith2709]

My process is fairly simple until i starting using a computer based system such as RepairShopr or something similar.
Customer brings in computer, we take contact details, model of computer, windows password (and any other passwords we may need) and a brief description of the problem from the customer. They are informed of the minimum charge/diagnostic fee and sign our terms and conditions.
Once i have completed the diagnostics i call them with a quote, if they agree i continue with the work and order any parts if needed and call them when it is fixed, if they dont agree they come to collect the computer and pay the diagnostic fee.

 

[HCHTech]

There is the germ of a great idea here. As a business owner, until you systematize procedures, there is no way to guarantee consistent results for your customers. Every business is different, and has to develop their own procedures. If you use someone else's procedures, it's not going to fit the way your business works, it won't reference your own software stack. It's not rocket surgery, but it's important. You start by writing down the steps you take. Then, as you do that task the next time, you follow your original list of steps and fix the things you forgot or add detail to cover things you didn't think about the first time around. Repeat until you're not making any additional changes. Commit that procedure to "beta" and roll it out to your techs. Let them find and fix more about it until it's solid. Then, move on to the next one.

Also, If you're trying to write up one procedure that will cover every possible task, you're doing it wrong. You want to have compartmentalization so that different tasks can be assigned to different people. This way, everyone has a reference on how you want jobs done in your business.

Some procedure examples off the top of my head:

• Intake - New client
• Intake - Existing client
• Diagnostics
• Failing Hard Drive
• Hosted Exchange migration
• New computer quote
• New computer setup
• New workstation setup (we have several of these to account for different LOB software of particular clients)
• Onsite work - taking equipment back to the shop
• Replacement computer setup
• Screen replacement
• Outtake

You get the idea. The only way to go is to start from scratch. Keep revision numbers on each one, and make binders of procedures, keep them in your documentation solution so your techs can reference them. Make sure that everyone knows they can
(should!) request changes in a particular procedure to keep up with Windows & other industry changes. Pro-tip, make versions of each one that are checklists with room for notes that your techs can print out and work from for a particular ticket.

 

[Haroon92]

There is the germ of a great idea here. As a business owner, until you systematize procedures, there is no way to guarantee consistent results for your customers. Every business is different, and has to develop their own procedures. If you use someone else's procedures, it's not going to fit the way your business works, it won't reference your own software stack. It's not rocket surgery, but it's important. You start by writing down the steps you take. Then, as you do that task the next time, you follow your original list of steps and fix the things you forgot or add detail to cover things you didn't think about the first time around. Repeat until you're not making any additional changes. Commit that procedure to "beta" and roll it out to your techs. Let them find and fix more about it until it's solid. Then, move on to the next one.

Also, If you're trying to write up one procedure that will cover every possible task, you're doing it wrong. You want to have compartmentalization so that different tasks can be assigned to different people. This way, everyone has a reference on how you want jobs done in your business.

Some procedure examples off the top of my head:

• Intake - New client
• Intake - Existing client
• Diagnostics
• Failing Hard Drive
• Hosted Exchange migration
• New computer quote
• New computer setup
• New workstation setup (we have several of these to account for different LOB software of particular clients)
• Onsite work - taking equipment back to the shop
• Replacement computer setup
• Screen replacement
• Outtake

You get the idea. The only way to go is to start from scratch. Keep revision numbers on each one, and make binders of procedures, keep them in your documentation solution so your techs can reference them. Make sure that everyone knows they can
(should!) request changes in a particular procedure to keep up Windows & other industry changes. Pro-tip, make versions of each one that are checklists with room for notes that your techs can print out and work from for a particular ticket.

So basically you're saying it's better to have multiple procedures for different problems? Got it. This is going to take a while to perfect but it's definitely necassary. Thanks.