Where do you draw the line?

[hightechrex]

Ok, i have some new and used machines for sale. I offer a data transfer with every machine sold and try to get there new machine as in sync with their old machine as possible. But with this brings problems, occasionally you'll have a client or two coming in every other day expecting free work.

Hey, i forgot this password..
The send button on my outlook is gone..
etc etc..

I mean with every new machine I try to put chrome, IE9, firefox, Flash, java, configure their outlook, etc.. But STILL get those same type of people. Where do you draw the line?

 

[lan101]

That's a tough one sometimes especially when you sell them the machine. I usually offer a 7 day grace period of small things etc. that can be done remotely. I use teamviewer for that.

After the 7 days, if it's something very simple like in a couple of minutes, I probably won't charge the customer, but anymore than one of those calls and I will charge for my time etc. I am usually pretty thorough onsite with everything that way I minimize these calls.

Before I started using this policy, I had one customer that called a month after I sold them a new system. A couple minor things, I fixed for free. Then a week later another one. I did free again. Then a week or 2 later once again. The third time I charged my normal remote time fee. They paid, but haven't heard from them since. So basically if you do not charge, they will become a leech.

 

[Tony_Scarpelli]

I love to sell both new custom built and older refurb systems and we do very well with it. Our markup on new if very often at least 50% of total price and usually more on servers. We do much better on refurbs as we usually have free abadoned computers which we only have the time to fix as our cost. I'd say as much as 1/3 of our total revenues and profits come from this.

Even with this we give no free service away. Every tech who has every blogged about selling PC's complains of the low margins and difficulty in making a profit while attempting to stay competitive with Dell/HP/Compaq/gateway and others. So just as if you bought a dell from someone else, I charge to transfer your data, install antivirus, configure on your network, take out of the box deliver to your home and setup on the wireless network. This is something I learned to do about 10 years ago when I had beat myself up trying to match prices with Bestbuy then gave free service and in the end I didn't net $300 after several hours work including ordering and building the PC.

So I say draw the line now, if you had already transfer files, delivered it, installed free software and did a configuration match as best as possible "good on you for being a good guy" but now its time to get serious and make some money.

Even when I charge to match configurations and transfer data once you take possession of the computer that is it. If you just spent a large wad of cash including a few hours labor then I might let you bring it in for a freebei. I don't ind talking you through something simple over the phone or doing a remote session but I tell them that this is a good time to think about signing up on a remote management plan and explain the benefits, costs and savings of doing that.

I think I am realistic and I have a great many repeat customers who are very happy. Occasionally I get a customer not totally happy and I will give them a freebie but that is it, they know when they call back they will be charged so that ends the problem as well.

I think the problem is us trying to do too much and then we train our customers to be PITA or mooches. So ask yourself why you give so much? It is basically a boundary issue. You need to move your boundary to a more easily delineated boundary line and stick to it but you may make occasional adjustments.

 

[PCX]

When you do services like this for free, you set your self up for failure. First off, you should be using computer sales (new or refurbished) as your up-sale opportunity. You could be selling things like cooling pads, AV, and especially data transfers. You could even go as far as selling extended warranties (yes, people do buy them) and protection plans.

One of the main problems with doing services for free, is that you are expected to do other services for free as well. By doing the data transfer for free, you basically set your self up for more free work in the future. However, if you charge for the service, then the customer will reasonably assume that you WILL charge for any additional services rendered, unless it is something you neglected. That said, you can do services for free in some cases so long as you make sure they understand that this service is normally so much and that just this one time, you are doing them a favor. You do not have to say it in so many words, but you need to make sure that they get the message. When you do it this way, you help the customer and you do not set them up to expect free services in the future.

While it is ok to offer a free service here and there, I would not make it a common practice. An example where I think it is ok is where someone comes in for a screen replacement, but also has to replace the HDD due to the nature of the accident. At this point, I would absolutely throw in a free data transfer in order to make the repairs worth doing for the customer. Again, they have to understand the value (in dollars) of the service that you are providing and that you are providing this service at no additional cost just this one time.

 

[hightechrex]

alot of good posts here.

The free data transfer isn't really "free." It's included in the markup of all the machines and I just use that as the main selling point. I did recommend an extended warranty plan and he didn't go for that. I think I'm just suffering from the "new guy" syndrome and I'm making a few rookie business mistakes. Looks like I'm gonna have to be a little stricter on some of my new pc\refurbished machine policies.

 

[16k_zx81]

Ok, i have some new and used machines for sale. I offer a data transfer with every machine sold and try to get there new machine as in sync with their old machine as possible. But with this brings problems, occasionally you'll have a client or two coming in every other day expecting free work.

Hey, i forgot this password..
The send button on my outlook is gone..
etc etc..

I mean with every new machine I try to put chrome, IE9, firefox, Flash, java, configure their outlook, etc.. But STILL get those same type of people. Where do you draw the line?

You draw the line where the line has agreed to be placed.

This is something you set up at the point of sale.

State it specifically, verbally, and in writing, the exact extent of 'technical support' (if any) that they are purchasing (or not purchasing) with the machine.

ANY time you spend assisting a customer with 'technical issues' that are not related to a fault in product or workmanship, is billable, therefore ANY time you spend providing this for free is a courtesy, and needs to be communicated, clearly, specifically, as such - so that the customer knows what is occurring.

Your customers will expect exactly what you teach them is acceptable to expect from you. You need to be clear in your communication exactly what is offered with the product they are purchasing, and what is not.

As a broad principle for anyone in any circumstance seeking 'free' hands-on assistance from me at the counter, I tell them that 'the fee for this service is usually $77. On this occasion though Im more than happy to help you as a courtesy" <huge grin, pass business card, tell them I would love it if they would pass on to family and friends>. They get the message straight away that I have just helped them out for something I could have billed for and then know to appreciate the help.

Yeah, I get that its a funny way to put it, but its true; they expect what you teach them to expect, and appreciate what you teach them to appreciate. In my experience, its about being clear in communication so that they understand where they are at and where you are at when your time is involved in assisting them.

Just my 5c.

Jim

 

[Tony_Scarpelli]

Ok, i have some new and used machines for sale. I offer a data transfer with every machine sold and try to get there new machine as in sync with their old machine as possible. But with this brings problems, occasionally you'll have a client or two coming in every other day expecting free work.

Hey, i forgot this password..
The send button on my outlook is gone..
etc etc..

I mean with every new machine I try to put chrome, IE9, firefox, Flash, java, configure their outlook, etc.. But STILL get those same type of people. Where do you draw the line?

There are a few catch all qualifiers that tend to bury a new tech:

I never let a client say backup "Everything" No sir I do not know what everything is> we cannot backup any of your programs only data and you need to tell me what data you want/need and are willing to pay for.

I never say the new machine will be 'identical to the old one' even if they both have the same OS and software as they do not want to pay for hours of configuration. I simply say it is similar enough that most people do not have problems however we do have to keep learning and changing to keep up in Technology today. They often do not realize this is a warning of what might come.

I always try to get a client onto a web mail interface (hotmail, gmail) before a transfer otherwise you will have to spend time configuring the new email client to the same as the old one. Since MS changes email client with each iteration of OS it is a sink hole of time.

 

[lan101]

There are a few catch all qualifiers that tend to bury a new tech:

I never let a client say backup "Everything" No sir I do not know what everything is> we cannot backup any of your programs only data and you need to tell me what data you want/need and are willing to pay for.

I never say the new machine will be 'identical to the old one' even if they both have the same OS and software as they do not want to pay for hours of configuration. I simply say it is similar enough that most people do not have problems however we do have to keep learning and changing to keep up in Technology today. They often do not realize this is a warning of what might come.

I always try to get a client onto a web mail interface (hotmail, gmail) before a transfer otherwise you will have to spend time configuring the new email client to the same as the old one. Since MS changes email client with each iteration of OS it is a sink hole of time.

Yeah nothing is more irritating than old AOL email users or someone that is tied into their crappy isp with pop3. I despise outlook express most of the time too but folks have gotten so used to it. The closest thing I've found to that is incredimail. That seems to work relatively well for basic users.