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Dealing With Clients Who Want Their Computer Fixed Yesterday
Most Computer Business owners will eventually come across a client that needs their computer fixed yesterday. These clients will often bring a computer into your workshop and expect to pick it up just a few hours later. If you dont have any other work to do before them, this usually isnt a problem. However, if you have other computers that are waiting to be put on the bench then you may not be able to get it fixed within a few hours. Here are some handy ways to deal with such a client.
Charge A “Priority Fee”
I have seen many computer shops charge a priority fee that allows customers to skip the queue and have their computer fixed first. Typically this is around the $25 – $50 mark but it changes depending on the cost of living in different areas.
Most clients will say that their computer is important and they will all want you to work on their computer first. This allows you to really determine which computer is the most important. If a fast turnaround time is that important, they will be happy to pay a priority fee.
Can You Send Them The File They Need?
A few weeks ago I had a computer on my workbench that had a dead motherboard. The computer was fairly old and so I recommended to the client that it would be more cost effective to get a low end modern computer rather than repairing the old one. They were quite happy to go ahead with this but it would take about 2 days for me to order the parts, put it together and install the software since I buy hardware for new computers on an “as needed” basis. The problem was that he had a big University lecture to do the next day and the Powerpoint file he needed was on the computer. As you could imagine, he was freaking out.
I asked him whether he had access to another computer which he did, so I took his hard drive out of the computer, plugged it into my workbench computer and discovered that the file he wanted me to send was about 25mb in size. As most technicians would know, 25mb is generally too big to send over email so I made use of a free service called YouSendIt.com where you upload the file you want and it sends them the download link via email.
Once he had the file he needed, he wasnt too fussed about the turnaround time on getting his new computer to him which also takes pressure off me since I had a lot of other work to do.
Sometimes You Cant Go Any Faster
Sometimes you simply cant work any faster. For example, you may be waiting for a special laptop part to arrive in the mail that only one eBay seller seems to be selling. Here are some things you can do in the mean time:
- Keep them updated – When a client is anxious to get their computer back, keep them in the loop about what is happening (eg. “I have ordered the parts and they said it will be here Wednesday, but I would give it until Friday as you know what the postal service is like” or “The parts just arrived, I will be installing them today ready for pickup tomorrow”). While it sounds like extra work to your client when something changes, it allows you to choose the time that you talk to them. Otherwise, they are likely to constantly call you for updates and distract you from your work.
- Provide a “loaner PC” while their computer is repaired – An old laptop which is fast enough for basic emails and office work is ideal due to its portability and low value.
As a Computer Business, these types of clients are generally unavoidable but hopefully these tips will help you maintain your sanity.
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I like the idea of the priority service Fee. Thanks for that idea. I repaired computers for a while ago and now I am doing it again in the Connecticut area so this information is very helpful.
I had a client like this and unfortunately the part got lost in the post. They found it hard to understand that you have to wait a period for Royal Mail to declare it missing and the supplier would not post a replacement until this was officially missing
The last guy I had with a priority service was a virus removal for a guy who was going to Germany the next day but his computer had malware (one of the all exe stopping ones), so he couldn’t do his presentation. He was more than happy to pay the £30 priority and the machine was in the shop less than 3 hours
I frequently get people in that never mentioned of needing it asap. They then call several times always asking what the status is. I tell them, then say that I’ll call them when it’s done. Annoying… The other type is the ones that say they would like it fast, then they say they don’t have the money right now, and you wait with their computer. One more are the ones that want a rush, then you tell them it’s done – only to never get a hold of the client for a long time, leaving voicemails which take forever to get answered. I just don’t understand why something can be a rush on me, then when the shoe’s on the other foot, I can wait. Oh well…
This is why we have a tiered service plan setup for our benchwork. A system falls into a queue depending on how many business days you can have it back at the maximum: $125 for 6 days guaranteed, $150 for 3 days, $200 for 2 days, $250 for priority.
This mainly comes in handy for when we are slammed, otherwise I can get a system out in a day or two…
And on this note, what I hate most: people that want it NOW and want it FREE.
The priority service charge was an awesome idea…. and will produce the results your talking about. It is amazing to me once I tell folks for instance that I can do it next-day shipping and tell them the price versus waiting for the 5-10 business days, it is amazing how NON-critical it becomes. The bottom line is soft-skills, HOW you respond is the key… thanks for the reminder.
First and foremost it is very important to set the right expectations up front with the customer. This is very true if you charge a priority fee.
Does your prioity fee guarentee that the computer will be done by a specific date or time. Or.. does it just mean that it will go directly to your bench to be worked on.
Also set the right expectacions on your turn time. Even with priority attention it still may take longer than the customers perceived time frame.
We always tell clients 24 hours for a full diag and in most cases we can have the computer back in 48 hours.
That is a really great idea. A priority fee would make you want to bump them up. The option of allowing a rental or a temp laptop is also a nice way to keep your customers happy and off your back. You really know your stuff here.
Nice tips ! I Always Confuse for dealing with clients who want their computer fixed yesterday
Good Tips. I like the idea of providing a loaner pc. I also like the idea of a priority fee. This will make it so they only get instant service when they really need it.
Everyone gets his trouble solved ASAP, however in the real world, there is a term called queue which first input gets outputted first.
Unless you have a magical /secret way you have to wait.
We used to provide loaner laptops, but found too often they got badly damaged and often the customer was reluctant to pay for the damage. Also, too often you’d lose time getting the customer setup with the basic laptop that could be used to work on their broken machine that’s come in.
We do provide loan out LCD screens to customers while their current LCD gets replaced as that’s fairly straight forward.
Myself and the other techs find the biggest thing is prioritizing. If a machine is urgent, give it a quick assessment incase it needs anything major.. No point starting the job the same day the customers due to come in then finding it needs multiple virus / malware scans..
I also agree with keeping the customer in the loop.. the ones that ring every two hours asking if it’s ready are a pain in the bum, and usually the home users who don’t really need it urgently.. Even if you tell them it’ll be two to three days.. It irks me when a customer says “but it’s been in for two weeks!”.. when the reality it they brought it in last Thursday, and today is Tuesday.. (so really 4 working days)..
We try and have a 24 hour turn round for business systems and 48 hour for home systems.. any systems we’ve sold will unofficially get higher priority than ones we haven’t..
Another thing I find handy is explaining to the customer it could be a while when they bring it in.. eg that it may have to be backed up first.. then have virus / malware scans in a workshop pc, then have the same done again on the workbench.. when doing multiple machines you can lose quite a bit of time after you set a machine running and come back to it later.. then Windows Updates (thank goodness for cache servers)..
One other thing I forgot to mention was for the smaller guys.. carry stock!! this is important.. where I am most things are overnight shipping, but we carry quite a bit of stock.. however, if I was a small operator I’d still recommend carrying 2-3 SATA Hard Drives, 2-3 IDE Hard Drives… both laptop and desktop.. some DVD Roms, RAM etc etc… don’t worry about the price changing too much.. just put a decent markup on it, the customer would rather just have the product.. also don’t bother carrying say 160, 250, 320 and 500gb Sata drives.. just get 500’s, or whatever the most economical size is, as the price difference is usually minimal.. I’m just using HD’s as an example.. but it means if a customer needs a machine urgently, they’re not waiting while you get a HD in…
I just want to say that I discovered this site about a week ago. As an aspiring entrepreneur and someone who has been ‘wrenching’ on computers for about 15 years, I’m thoroughly impressed with how much new information and the number of new services I’ve discovered since coming to this site… I will be a loyal subscriber for years to come, I’m sure, thank you!
“Most Computer Business owners will eventually come across a client that needs their computer fixed yesterday. These clients will often bring a computer into your workshop and expect to pick it up just a few hours later.”
Eventually?!? I’ve found that all my customers need their computer fixed yesterday. I’m looking forward to when eventually someone comes in who says “No rush, as long as its done by next month.”
That being said, I do charge a priority fee if I am busy and have others waiting, or if the customer is generally a jerk. I have one customer who always needs his stuff done right now and is rather rude, but I don’t mind since he always pays the priority fee.
I am always running into the customer that needs their computer back ASAP. Yousendit.com sounds like a great tool to add to my collection. Many Thanks!
-Shane Fowler
Fowler Computer Repair
Rochester NH
I don’t know why I didn’t even think about a rush service fee – they use it on sites like newegg.com; yea, that’s a great way to help solve that delima.
Definantly have to keep the client informed about what’s going on – it bothers me alot when I feel like I’m being given the cold shoulder by people I’m paying to do work – so of course I don’t go back to those places.
Bryce, the rush service fee is a good way to find out how much the client really wants things fixed but sometimes regular customers seem a little put off. Like you mentioned customers sometimes really only need some important files so thats a good method to solve the immediate service issue.
If a client wants me “now” and I have to change an appointment then I charge extra.
Great article. I follow the same strategy by making the client in loop and updated so that they get proper idea.
We implimented this about 6 weeks ago, in December of 2010 i’ll have been in business 3 years. We charge $100 for an expidite service, the reason it’s so high, is if you average 5 – 10 ppl per day, as we do, and everyone wants to pay the $35 surcharge, then you’re really no better off. Whereas the customers who actually need their stuff back immedieatly, we can seperate them from the chaff.
I don’t usually charge a client for priority service unless I have to change around my scheduled to fit it. It’s not uncommon for me to be able to take an appointment immediately, and when I can’t, the customer is usually pretty understanding as long as I keep them in the loop like you said. It’s only been an issue once or twice in the past couple years, actually.
Our express fee is on top of labor, we charge only $75, so the total labor is $175. Our caveat with express service, is that the customer pre-authorizes any and all parts, as well as overnight shipping, (if needed). It works out quite well, considering that waiting for parts approval alone can be 1 – 48 hours.
I also don’t charge my customers many times. By this they come to us only.
I have had several like this, I think I made them like this, because I give priority service to everyone…..a couple years ago, I contacted all my customers who feel they are first over everyone else and told them they could pay a “retainer”……now depending on the monthly fee they decide to pay me (yearly contract) , they are in that order. Has worked wonders, and too sending big files at yousendit on my bandwidth is a minimal fee as well. Everyone’s happy including me :)
Great idea to provide a loaner PC. While people all want their computer fixed right away, most would be happy if they have something to use in the meantime. That is definitely something extra that could keep customers coming back.
For anyone who charges an “express” repair fee, do you take the “fee” off the total cost for repair? For eg, express fee, 100 –> total cost, 200 –> balance to pay, 100
If the computer is not repairable or is non economical to repair (eg blown P4 board), do you refund / partially refund the express fee?
thx
@Daniel: That sounds like a good stipulation to add. If you can get parts pre-authorized with express shipping that should speed up things considerably. Just make sure they are aware of this condition so that there are no disagreements about parts being too expensive at the end.
If the client doesn’t appear to be in a hurry I calculate the turnaround time like this: amount of time I think it will take +2 days. This gives me breathing room to work on priority clients when they come up.
I don’t feel comfortable charging someone extra just because they need it sooner. If I can’t keep with my work, that means I need to hire more technicians. In the meantime, as long as we could keep with the pace of what’s coming in, we’re making money, and we don’t need to charge anything extra for urgent requests. In fact, I think it’s an example of good customer service when you help someone in a real urgent need. I also helps spread the word about our shop and how quick our turnaround time is.
Why not just use FTP instead of YouSendIt or similar? Most shops have their own websites with FTP service… I just set up a guest account
and send them an email with an FTP link to their file. Then the customer is downloading from http://ftp.yourshop.com instead of something-new-they-haven’t-used-before.com.
On the part about ‘Keep them Updated’ if they do have access to the interet on another computer or loaner computer you can also set up a ticketing systems and let the user connect to a portal to see updates on thier ticket. Im sure there are dozens out there, one free one is Spiceworks. We use spiceworks in our IT Department and our users can connect and look at open tickets and view updates. Might be soemthing to think about to keep the customers happy, plus its a decent way to log problems and customer info.
Wow, I never thought about charging a priority fee for my services – that seems like an amazing idea and I will definitely give it a try. Dealing with certain clients is oftentimes a delicate matter and some of them simply cannot understand that they have to wait 24-48 hours – they get angry and leave. On the other hand, losing business is never fun neither… So, yes, charging a priority fee might be the golden idea.
I am also one that never carries stock on hand. The depreciation on computer parts today is very high. Unless you can turn around those parts every couple weeks, you’re either loosing money or charging more than what you should be to keep up with depreciation. I find it more economical and strategic to find a local distributor or computer hardware store and go exclusive with purchases from them. Luckily for me, we have plenty to choose from :) Great article!