Taking computer back to shop

[cleanwithit]

I'm in the process of starting my business, and I have various questions running through my head.

Lets say, a customer calls, and you make the trip to their residence. You're working on their computer and it's filled with so many viruses, rootkits, etc. You inform them that you will need to take it to the shop to work on it. Do you ever get any responses like "Why can't you do it here?" Or "I don't know if that's a good idea.

 

[ATTech]

I'm in the process of starting my business, and I have various questions running through my head.

Lets say, a customer calls, and you make the trip to their residence. You're working on their computer and it's filled with so many viruses, rootkits, etc. You inform them that you will need to take it to the shop to work on it. Do you ever get any responses like "Why can't you do it here?" Or "I don't know if that's a good idea.

I have flat rate pricing for pick-up/drop off and hourly rates for on-site. I make it easy for them, I let them know that because of the severity of the issue, it could take quite some time to complete the removal and verify it's clean with scans. It they want me to stay on site, I can, but it could end up costing them 4 or 5 times more than if I were to bring it back.

You also want to make sure you present a professional appearance, and sound confident when talking with them.

 

[Ccomp5950]

I have twice, each was a virus spyware problem that wasn't going to be an hour job.

I told them the truth, "I have a server at my office which I use to remotely access your computers drive and can better clean your computer there, otherwise I'm charging you by the hour here with less tools to help me out and it will take longer."

I charge flat rate for virus spyware removal. And I have PXE images on my server that boots into Knoppix, Memtest86+, Plop-Linux (modified to use Antivir), and WindowsPE 2.0 (makes nuke and paves of Vista and 7 so easy).

I've only ever had a problem once, it was a one time customer who is an out of state lawyer (I'm in Marshall, Texas...the Copyright // Patent lawsuit capital of the United States) that was worried about breaches of attorney client privileges if I had access to their computer without them able to watch me.

 

[Jory]

Instead of saying you need to take it why don't you phrase it as a choice? Say something like "this may take a while, it might get expensive if I were to do it here, but if I take it to the office/shop you won't be charged nearly as much because I can work on other things at the same time". Unless they need it really badly and don't mind paying the money they'll just tell you to take it. The illusion of choice will make them much less apprehensive about it.

If you've been having problems with this you might want to analyze how you've been telling them you want to take it. If you seem uneasy when asking because you're afraid they'll respond badly then you might just be putting off signals that would cause them to act that way in the first place. It wouldn't be a bad to time think about anything you might be doing or saying that would seem unprofessional too. Most people wouldn't give a second thought to giving their stuff to a professional person. There is already an implied trust because they know you wouldn't jeopardize your livelihood by intentionally screwing them over.

 

[cleanwithit]

Instead of saying you need to take it why don't you phrase it as a choice? Say something like "this may take a while, it might get expensive if I were to do it here, but if I take it to the office/shop you won't be charged nearly as much because I can work on other things at the same time". Unless they need it really badly and don't mind paying the money they'll just tell you to take it. The illusion of choice will make them much less apprehensive about it.

If you've been having problems with this you might want to analyze how you've been telling them you want to take it. If you seem uneasy when asking because you're afraid they'll respond badly then you might just be putting off signals that would cause them to act that way in the first place. It wouldn't be a bad to time think about anything you might be doing or saying that would seem unprofessional too. Most people wouldn't give a second thought to giving their stuff to a professional person. There is already an implied trust because they know you wouldn't jeopardize your livelihood by intentionally screwing them over.

Really Good advice. I haven't actually had to say that to a customer, because I have yet to have my first job.

 

[Xander]

"This is in pretty rough shape. I could be here for hours or, with your permission, I'd like to take it back with me. This way, I can put it on the work bench and run some long, in-depth scans on it and not watch the clock*. It'll also let me be much more sure that I haven't missed anything by allowing me to be that much more thorough."

* builds trust, suggesting you're not out to squeeze every penny out of them.

 

[Xander]

If you've been having problems with this you might want to analyze how you've been telling them you want to take it. If you seem uneasy when asking because you're afraid they'll respond badly then you might just be putting off signals that would cause them to act that way in the first place. It wouldn't be a bad to time think about anything you might be doing or saying that would seem unprofessional too.

+1

Confidence is key in these moments. "Dogs smell fear"... well, customers can smell doubt. You should exude confidence like a fine cologne

Even if you're working out of your home (as am I), don't say "home", say "shop" (one fellow here uses "command central". Don't say "dining room table", say "workbench". Just because you eat off of your workbench doesn't mean you're any less professional than they guy with a brick and mortar store.

Most people wouldn't give a second thought to giving their stuff to a professional person. There is already an implied trust because they know you wouldn't jeopardize your livelihood by intentionally screwing them over.

And don't forget that they've already trusted you enough to enter their home and have access to their private photos/docs/etc. They have seen TV shows where the guy pops in a flash drive and copies everything off in a few seconds and most think that's possible ... and, yet, there you are. They assume that we techs could hack their online banking password and let us touch their computers anyway. That's a lot of trust. Take that thought and let it boost you up when you're talking to them.