Question for the Board...

I have been involved in the IT industry for about 10 years. I have worked for small to mid-sized companies (50 to 1500 employees) as their hardware/network support technician and as the Systems Administrator.

My last couple of employers sold out their databases/business to the local competition and closed the doors. I have just relocated to Delaware and am considering opening up my own pc repair, systems support and remote backup service company.

After opening up the “yellow” pages I discovered about 30 current businesses doing roughly the same thing. Nobody is doing any kind of “good” marketing that I can discover.

My questions to the board are:

1. Have any of you or are you currently using a local pc technical service?
2. What are the main issues you've had with your local service?
3. What would you like to have seen offered or changed about the way they did business with you?

Thank you, I appreciate any/all answers to my questions.

Jeff

> I have been involved in the IT industry for
> about 10 years. I have worked for small to
> mid-sized companies (50 to 1500 employees)
> as their hardware/network support technician
> and as the Systems Administrator.

> My last couple of employers sold out their
> databases/business to the local competition
> and closed the doors. I have just relocated
> to Delaware and am considering opening up my
> own pc repair, systems support and remote
> backup service company.

> After opening up the “yellow” pages I
> discovered about 30 current businesses doing
> roughly the same thing. Nobody is doing any
> kind of “good” marketing that I can
> discover.

> My questions to the board are:

> 1. Have any of you or are you currently
> using a local pc technical service?
> 2. What are the main issues you've had with
> your local service?
> 3. What would you like to have seen offered
> or changed about the way they did business
> with you?

> Thank you, I appreciate any/all answers to
> my questions.

> Jeff

Jeff,

One of my businesses sold and repaired PC's...mostly to the consumer market.

Let me say (hopefully no 'consumers' are reading this!) that the consumer market for PC repair is absolutely brutal. I wouldn't wish it on my worst enemy. Not only do consumers want their PC's fixed immediately they do not want to pay a thing. And to top it off the moment something doesn't work they equate it to a hardware failure and blame you as opposed to most of the time it being a software failure that you have no responsibility for. Phone support ate our lunch. Everyone wanted info for free. We found dealing with businesses as opposed to consumers being much more palatable and profitable. And I don't consider myself to be anti-consumer. We also own a florist shop and I can tell you that customers attitudes are much, much different...it is a far easier business when it comes to dealing with the customer.

Take care,

Mike Winicki

I have just relocated to Delaware and am considering opening up my own pc repair, systems support and remote backup service company.

After opening up the “yellow” pages I discovered about 30 current businesses doing roughly the same thing. Nobody is doing any kind of “good” marketing that I can discover.

My questions to the board are:

1. Have any of you or are you currently using a local pc technical service?
2. What are the main issues you've had with your local service?
3. What would you like to have seen offered or changed about the way they did business with you?


Jeff:

First, we (the majority of visitors - everyone who visists this board and who does not live in Delaware) are not your target market. So asking us what we specifically like or don't like about your type of service doesn't really help you with your market.

Anyway. Here goes, generally, for what it's worth...

1. Have you or are you currently using a technical service?

Currently, No. In the past... to ad more ram and a bigger HD. And once (only once and never again) to fix a monitor.

2. What are the "issues" with them?

Same as in every other "service" area... money comes first, pleasing the customer second.

3. What would I have liked to have seen offered or changed about the way they do business?

Free quotes to do the job, on site quoting, fixed price to do the job and not an open ended check approach, longer guarantees, return calls, a customer first approach, honesty and not to do unasked for work and expect payment, and so on.

In short, whatever applies to video repairs, TV repairs and other appliance repairs, because all of these repair men give off the same image and do the same sorts of things. Only the appliance varies.

Hope that helps somewhat as far as general things go.

Michael Ross

Unfortunately, I can't answer your questions (I generally replace my computers before they break -- Macintoshes).

However, I know of a gentleman who has written a bit about how he ran a productive (and profitable) repair business like the one you describe. I know it's not what you're looking for, but I thought it may be of interest.

The gentleman's name is Steve Litt and he's written an excellent e-zine called Troubleshooting Professional. You can read all the back issues here:
http://www.troubleshooters.com/tpromag/archive.htm

The same author also has a page of general tips for PC repair:
http://www.troubleshooters.com/tmicro.htm

Best,
Phil




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Hi:

We have a fellow here locally who is tremendously busy.

He makes house calls (there is another fellow does the same thing - he is part of a franchise, but he is not very busy)...he is quite unique in this area by way of his house call service and his pricing structure.

He gives you the first half hour...in this time he assesses the problem...if he can't fix it there is no charge....if he can the half hour is incorporated into the price.

Local shops are charging $45 - $65 per hour depending on the shop. This fellow is charging $40 and he guarantees all his work.

Shop time wait is three plus days right now...he gets to you within 2 days, and if it is mission critical he will facilitate you into the same day. One draw back is that he works as late as 11pm....mind you he is making an excellent buck doing it.

With regard to remote backup...I was in this business back in 1995...it was a bit premature for the market (especially here in conservative Canada) and I eventually closed it down because it was like pulling teeth to get the business...no one wanted it until it was too late.

I don't know what software you are planning on using for the remote backup service, but the software I was running was called Teleback. The address for this software is: http://www.websoftware.com

Hope this helps...but it is just my two cents thrown in.

Cornell