At the time all the money was made by me being in the shop to manage they entire business. All communications and service would pass through me. All the client feedback, booking, everything. I'm quite sure I was a bit of a control freak before I hired techs. The idea of someone else doing the work drove me crazy it was a big stepping point to cross. In my case the associate did make me money by allowing me to stay in the shop 8-6 doing they above. I think if your alone and have a shop there are not many worse things you can do then having a sign on the door during business hours, something I did alot before they associates. As far as the customer they barely spoke to them always me and were made aware of exactly what was going to happen.
Getting someone online troubleshooting network connections
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At the time all the money was made by me being in the shop to manage they entire business. All communications and service would pass through me. All the client feedback, booking, everything. I'm quite sure I was a bit of a control freak before I hired techs. The idea of someone else doing the work drove me crazy it was a big stepping point to cross. In my case the associate did make me money by allowing me to stay in the shop 8-6 doing they above. I think if your alone and have a shop there are not many worse things you can do then having a sign on the door during business hours, something I did alot before they associates. As far as the customer they barely spoke to them always me and were made aware of exactly what was going to happen.
You can comment without the attitude directed at me. Even better yet comment about the actual post, I know that would just be a crazy concept right?Ahh It finally clicked!
You have mentioned you knowledge base and you have advocated hiring inexpereienced techs vs experienced ones
The above is an example of an entry in your knowledge base. So I am willing to bet that your concept is.. that with a good knowledgebase you can hire non-techs to do the job of a tech simply by following the knowledgebase?
Possibly then your book is going to be the gateway to selling access to this knowledgebase as well as provide all the information on how to startup and manage a successful computer service company.
Although a good knowledge base is handy as we have seen with the replies above there are many varriables to take into account. Additionally efficiency goes out the window. A good example of this is when we have to call an ISP to report an outage for a customer.... the non-skilled tech on the phone pulls up their knowledgebase and starts at step one and progresses through... wasting time and eating up company resources in the form of labor and communications costs. Eventually they get to the end and it says to schedule a service call or take it to tier 2...
In contrast an experienced tech would be able to dial in on the most likely cause skipping multiple steps... as an example the router is not getting an IP from the cable modem... power cycle both. Router got an IP..... test internet access. If this resolved the problem you have skipped all the fluff, If not go to the next likely cause.
Granted this will not work in all cases but skilled technicians can dial in the solution quite well. When they can't, they fall back on good troubleshooting skillsand solve the problem rather then blindly following a cookie cutter approach that may or may not lead to the solution.
You have mentioned you knowledge base and you have advocated hiring inexpereienced techs vs experienced ones
The above is an example of an entry in your knowledge base. So I am willing to bet that your concept is.. that with a good knowledgebase you can hire non-techs to do the job of a tech simply by following the knowledgebase?
Possibly then your book is going to be the gateway to selling access to this knowledgebase as well as provide all the information on how to startup and manage a successful computer service company.
Although a good knowledge base is handy as we have seen with the replies above there are many varriables to take into account. Additionally efficiency goes out the window. A good example of this is when we have to call an ISP to report an outage for a customer.... the non-skilled tech on the phone pulls up their knowledgebase and starts at step one and progresses through... wasting time and eating up company resources in the form of labor and communications costs. Eventually they get to the end and it says to schedule a service call or take it to tier 2...
In contrast an experienced tech would be able to dial in on the most likely cause skipping multiple steps... as an example the router is not getting an IP from the cable modem... power cycle both. Router got an IP..... test internet access. If this resolved the problem you have skipped all the fluff, If not go to the next likely cause.
Granted this will not work in all cases but skilled technicians can dial in the solution quite well. When they can't, they fall back on good troubleshooting skillsand solve the problem rather then blindly following a cookie cutter approach that may or may not lead to the solution.
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No and no, my business runs now with techs no associates, that was just a stepping stone. No kb can teach a non tech tech work to them its like reading a foreign language. You have to say to them "see the one that looks like a large telephone jack" and things like that when instructing through an issue related to networking. But that was the past, also id rather not talk about my book and make it the next thing to get my balls busted about. IT WILL BE WRITTEN BY ME AND CONTAIN NOTHING FROM USERS OF THIS FORM.
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