Turn around time

[bagellad]

Hey guys just wondering what kind of turn around time you try to do for the bigger jobs back at the workshop, do you do a windows install by next day? Just wondering, I tend to try to do Next day service but was wondering if im stressing myself over nothing.

 

[jj2000]

average jobs malware/virus removal 24 hours
hardware install 24 hours
software install and or fix 24 hours
windows reinstall 24 hours
windows reinstall and verified back ups 48 hours.

if at all possible these are the time scales i work to,but a lot depends on how busy i am,in which case these times may slip which is why i only give clients a verbal guesstimate on time and i refuse to give a definate time anymore.

 

[gunslinger]

I refuse to give a definate time anymore

Same here. It will all depend on how much I have to do, and if I get behind. I would also say 24-48 hours for most jobs. That is still a lot better than the local shops.

 

[14049752]

We always say that we'll have a diagnosis within 24-hours and we'll go from there.
The reason for that is simple; We run hardware diag (PC Check) and then virus/spyware scan on every machine we work on. The PC Check script I wrote can sometimes take a few (or several) hours depending on how many hard drives, how much ram, etc. The system may have only been checked in for virus problems or something like that, but the way I see it is if the hard drive is failing and we don't check it, we're doing the customer a disservice.

If the system has a real crazy problem and we can't figure it out, or we're running into some problem, we always at least call the customer and give them a status update. Communication is key, especially if things aren't going the way you expected.

Oh, also...the above doesn't apply to things like "OS Installs" or "Ram upgrade" etc... Those things usually are next day. I was talking about workorders where there's a problem and we're to fix it.

Another thing; Around this area, I've found a lot of the shops I'm competing with don't even look at the systems within the first day. I could name three that check in systems that quote "on the bench in 4 or 5 days". We always stick with 24-hour and if we're too busy to do that we stay after hours and make sure it gets done anyway.

 

[Methical]

Yeah I usually have a diagnosis for the client within 24-hours.
Virus/Malware removal usually next day pickup.
'Spring Clean' usually next day pickup ('cept maybe for some legacy systems take AGES to run a few scans)

Alot of companies round my area would charge you an arm in a leg just to have a look @ your computer. My mate was going to take his computer in to get some viruses removed from his computer (that he got from lookin' at p0rn), and they were gonna charge him $80 just to look @ it, and $40 every half hour after that. He bought it to me and I ran AVG in Safe Mode which took 4 hours to remove all his viruses. I charged him $80 or it, if he went to the shop it would've cost him $400 for simple virus removal; all all the Tech had to do was click a couple buttons and walk away..

 

[purple_minion]

We always say that we'll have a diagnosis within 24-hours and we'll go from there.
The reason for that is simple; We run hardware diag (PC Check) and then virus/spyware scan on every machine we work on. The PC Check script I wrote can sometimes take a few (or several) hours depending on how many hard drives, how much ram, etc. The system may have only been checked in for virus problems or something like that, but the way I see it is if the hard drive is failing and we don't check it, we're doing the customer a disservice.

If the system has a real crazy problem and we can't figure it out, or we're running into some problem, we always at least call the customer and give them a status update. Communication is key, especially if things are going the way you expected.

Oh, also...the above doesn't apply to things like "OS Installs" or "Ram upgrade" etc... Those things usually are next day. I was talking about workorders where there's a problem and we're to fix it.

Another thing; Around this area, I've found a lot of the shops I'm competing with don't even look at the systems within the first day. I could name three that check in systems that quote "on the bench in 4 or 5 days". We always stick with 24-hour and if we're too busy to do that we stay after hours and make sure it gets done anyway.

I'm curious if you actually open the computer and blow out the dust bunnies that cause so many problems. I worked on a computer that belonged to one of my aunt's friends, and they just had it in to a shop here 2 months prior and they did an OS reinstall. $80 and two months later more issues. Upon opening the case, with a thumb screw mind you, it was FULL of dust so I assumed the random reboots were heat related. Turns out it was a bad memory stick. Anyway, do you think they dropped the ball on not cleaning the computer with a quick blast of air? Something along the lines of a simple maintenance? If you're running a virus scan you can pop off the side and give it a quick spray, or even afterward when you shut down.

 

[14049752]

I'm curious if you actually open the computer and blow out the dust bunnies that cause so many problems.

Yes, of course. Did I say something to imply that I don't clean systems?

Anyway, do you think they dropped the ball on not cleaning the computer with a quick blast of air?

Yes.

 

[gunslinger]

Best thing in the world for blowing out a computer case is a small leaf blower.

 

[Methical]

I thought it had to be anti-static, or is that just for vacuums?
Compressed air is very expensive in my town. Only found one place to get it and its $30 for a 400mL can, which only just does a really dirty computer.

 

[purple_minion]

Yes, of course. Did I say something to imply that I don't clean systems?



Yes.

No, I didn't mean to imply you didn't open the case. I was simply curious since I found it odd they wouldn't spend 60 seconds blowing it out. I was just wondering if perhaps being in business means not having time for these kinds of easy things. I personally lost the little respect I had for Asgard here... not that I had much to begin with.

 

[14049752]

I thought it had to be anti-static, or is that just for vacuums?
Compressed air is very expensive in my town. Only found one place to get it and its $30 for a 400mL can, which only just does a really dirty computer.

It's just vacuums. The reason is that the dust brushes up against the hose and causes static..and then the static can jump to the pc. I used to work for a company that uses vacuum trucks for excavation and various things... I had nothing to do with those trucks, but one of the training videos showed how the truck can catch fire if you don't use the right anti-static tubing in the vac line.

Don't use compressed air, unless you have to. That stuff's the biggest waste of money for PC Techs. You can use a leaf blower, an air compressor (with a condensate filter), or a special computer vac. It might be an expense to start out with, but in the long run it'll save a LOT of money.

 

[Methical]

Something small and handheld that I would be able to carry around with me in my bag would be great. Somethin' that is not going to damage any components is a must. I've had a look for special pc vacuum cleaners here in New Zealand; but everyone seems to like compressed air. But I find it a waste of money. And I don't really wanna be charging my clients $30 just for removing dust from the inside of their computer when they probably won't even realised i've done it or not.

 

[purple_minion]

I know that my uncle found a kit for a shopvac that had miniature hose adapters so they would get really tiny. Might try that to blow it out. Not exactly small... I too need to find something cause canned air is worthless... plus it's not even air. Maybe you need to use it for something else

 

[14049752]

No, I didn't mean to imply you didn't open the case. I was simply curious since I found it odd they wouldn't spend 60 seconds blowing it out. I was just wondering if perhaps being in business means not having time for these kinds of easy things. I personally lost the little respect I had for Asgard here... not that I had much to begin with.

Being in business means that you HAVE to keep these things in mind, in my opinion. I have a lot on my mind about this topic, because it's something I think about frequently.... so this post might be all over the place. Sorry to threadjack....

There are shops in my area, one in particular, that seems to be focused primarily on growing the company and only regards customers service as a requirement to do that. The owner is diligent about googling the company's name and making sure nobody's saying anything bad about them. I can find a few different forum posts on other sites where he argues with people, and apparently sends aggressive PM's to people giving bad reviews. I suspect that he also falsifies reviews on Yahoo and CitySearch and all those. (extremely unlikely reviews...) I hear horror stories about him all the time, they get a fair number of VERY bad reviews...I suspect the only reason they're around is because they can afford tv ads and have a cartoon mascot.
My thinking is different: You should focus on customers service and when you do, the company will grow itself. We rarely get complaints, and when we do, we address the people as if they're human beings and not just a problem to overcome.
Going along with that customer service; We do flat rate repair services, which includes all labor and repair. We clean the systems after making sure they turn on and all of that preliminary stuff. If someone checks in a computer but only wants us to install Windows, we'll do that. We charge less, because we're not running our full diagnostics on it. If there's an obvious problem, like the system crashes or we see or hear something strange, we let them know. We'll open up the case and blow it out...we load all updates, freeware, etc. Now, obviously if there's a hardware failure that doesn't show up, we might not always catch it. If the customer brings it back within a reasonable time, we usually just charge the difference of our repair fee and take care of them.

The turn around time goes hand in hand with that. The guy I was talking about above is one of those places that will put a system on the bench in terms of days instead of hours. I feel like everyone that brings their computer to us needs it back as quickly as possible. It means a lot to me to ALWAYS call and be in contact with every customer within that 24-hour window. Sometimes people have unreasonable expectations, like a guy that wanted me to build his custom tower, same day..in half an hour..for $25.... But when you work hard and at least tell people what you're doing, they love you for it and you don't need to fake reviews online.

I absolutely want my company to grow, and when it does I think the absolute most important thing is to not lose sight of little things like cleaning out the computer, wiping down the outside of the case if it's dirty, installing essential freeware after a windows install, doing what we say we'll do when we said we'd do it....the list goes on.
My worry is that when my company does grow, my employees won't care as much as I do.... The day that I need to hire is approaching and I keep running through my head what to look for and how to make whoever I would hire understand how important stuff like that really is..


Again..sorry....I didn't even say half of what I'm thinking, but I realize I was just rambling on so I cut myself off.

 

[purple_minion]

Being in business means that you HAVE to keep these things in mind, in my opinion. I have a lot on my mind about this topic, because it's something I think about frequently.... so this post might be all over the place. Sorry to threadjack....

There are shops in my area, one in particular, that seems to be focused primarily on growing the company and only regards customers service as a requirement to do that. The owner is diligent about googling the company's name and making sure nobody's saying anything about about them. I can find a few different forum posts on other sites where he argues with people, and apparently sends aggressive PM's to people giving bad reviews. I suspect that he also falsifies reviews on Yahoo and CitySearch and all those. (extremely unlikely reviews...) I hear horror stories about him all the time, they get a fair number of VERY bad reviews...I suspect the only reason they're around is because they can afford tv ads and have a cartoon mascot.
My thinking is different: You should focus on customers service and when you do, the company will grow itself. We rarely get complaints, and when we do, we address the people as if they're human beings and not just a problem to overcome.
Going along with that customer service; We do flat rate repair services, which includes all labor and repair. We clean the systems after making sure they turn on and all of that preliminary stuff. If someone checks in a computer but only wants us to install Windows, we'll do that. We charge less, because we're not running our full diagnostics on it. If there's an obvious problem, like the system crashes or we see or hear something strange, we let them know. We'll open up the case and blow it out...we load all updates, freeware, etc. Now, obviously if there's a hardware failure that doesn't show up, we might not always catch it. If the customer brings it back within a reasonable time, we usually just charge the difference of our repair fee and take care of them.

The turn around time goes hand in hand with that. The guy I was talking about above is one of those places that will put a system on the bench in terms of days instead of hours. I feel like everyone that brings their computer to us needs it back as quickly as possible. It means a lot to me to ALWAYS call and be in contact with every customer within that 24-hour window. Sometimes people have unreasonable expectations, like a guy that wanted me to build his custom tower, same day..in half an hour..for $25.... But when you work hard and at least tell people what you're doing, they love you for it and you don't need to fake reviews online.

I absolutely want my company to grow, and when it does I think the absolute most important thing is to not lose sight of little things like cleaning out the computer, wiping down the outside of the case if it's dirty, installing essential freeware after a windows install, doing what we say we'll do when we said we'd do it....the list goes on.
My worry is that when my company does grow, my employees won't care as much as I do.... The day that I need to hire is approaching and I keep running through my head what to look for and how to make whoever I would hire understand how important stuff like that really is..


Again..sorry....I didn't even say half of what I'm thinking, but I realize I was just rambling on so I cut myself off.

Personally I'd say keep going, let it all out... don't sugar coat it. I agree with everything you said, perhaps you need to to surprise inspections, and if it doesn't meet your quality you fire them. I've seen in a few jobs where people need to be fired but they never are for whatever reason. If you're not doing the job you're hired for, then find someone else.

Anyway, I was serious in that I found your business philosophy interesting and wouldn't mind hearing more... perhaps a new thread with this post and a continuation as I'm sure others might find it helpful as well.