Always Provide Value

There have been a few times where I have been called out to onsite repair jobs that only took 10 minutes to complete. However, I need to charge a minimum of 30 minutes to 1 hour (depending on distance) to cover the driving time and cost. Now if I were the client and I was slugged the full hour fee for a 10 minute job, I would feel like I didn’t get my moneys worth.

So how do we make our clients feel like they got their moneys worth? Always provide value.

Once I complete the task that I was sent there to do, I always ask “Is there anything else you would like me to look at?”. If they say yes, then I do it. If they say no, I offer some of the following:

Updates

Check to make sure everything is up to date such as antivirus definitions and subscriptions, Windows updates and third party software like Firefox. While you are there, you should also set these applications to automatically update themselves so they continue being up to date.

Virus Check

Using applications like Process Explorer and Hijack This!, look for viruses and malware that the antivirus might not have picked up.

Spring Cleaning

Using an application like ATF Cleaner, clean out the temp files that collect on a computer over time. This includes the Windows temp folder, temporary internet files, prefetch, java cache and the recycle bin. Although ATFC leaner has options to clean out more temporary locations like history and cookies, I personally leave those alone since deleting the cookies will result in the client being logged out of their websites.

If you have a can of compressed air or a small compressor onsite, take the computer outside, open up the case and give it a good clean. We posted a guide on how to clean the inside of a computer case last year for those who don’t know how to clean one properly.

Teach Them Something

Ask them if they would like you to teach them something. The most common ones are:

• How to get pictures off their digital camera and put them onto the computer
• How to buy and sell of eBay
• Show them how to avoid getting viruses and installing malware
• How to navigate the computers file structure. Its surprising how many people don’t know how to do this. Show them how to navigate down into folders, go up a folder, create a new folder etc..
• How to scan, fax and print

Something Non Computer Related?

Over the past few years I have had a few clients ask me to help them setup their new home entertainment setup. However, before I start I always tell them that its not my strong point so I may not succeed, but I will give it a shot anyway. In most cases, all you need to do is read the manual.

Just Talk To Them

Some people just like to chat. They may be elderly/lonely and don’t get a chance to talk to many people or they might just want to pick your brain for some tech tips. If I am not in a rush to get somewhere else and I am still under the hour, I will often have a good chat with them.

The point is always make the client feel they gained something out of your visit.