Techs not showing up or returning calls...

[Jason Sandlin]

I am just getting started supporting business clients as a side business.
The number one complaint I get is that their current tech company doesn't return calls or doesn't show up at all for their service call. Or some even don't know how to resolve a problem and bill the client anyway.

This seems to be true with just about all of the businesses I have serviced so far.
Have you noticed the same in your area?

I strongly believe in communication with my clients, and showing up on time. I want to show that I respect their time and understand that tech issues affect their day to day business operations.

I am trying to design an ad that focuses on this issue. They get the runaround, they feel ignored, and in result get angry, stressed, and potentially lose money if it is a big issue with their computer system or network.

I will be offering a guarantee for all of my work.
I guarantee that I will return all calls within 2 hours. If not, any service call fees will be waived.
If, for some reason I am not on site on time and have not communicated with the business letting them know, I will waive all service call fees and give a 15% discount on all services offered.

I feel that these guarantees will grab a lot of attention since most business owners are getting poor customer service with their current IT support company.

Have any of you done a similar ad with good results? I plan to advertise on Facebook and direct mail starting out.

Thanks for any ideas and advice.

Jason

 

[CLC]

I think that's a great idea as long as you can stick to that promise, I have multiple businesses I've picked up that had their old IT with 24 hour response times in the contract.

 

[Markverhyden]

^^^^ What @CLC said. You have to be able to deliver on the promise.

You said supporting business clients as a side business. What do you mean exactly? Are you working for someone else and this is a side business?

What exactly are your fees? Do you have a trip charge and then charges for the actual service? It's not clear to me based on your comments.

 

[nlinecomputers]

Don't promise what you can't deliver. Or you will be that guy along with your competitors. I'd only make time promises to the client that are paying monthly for the service. Or your rates, in general, need to reflect that level of service.

 

[timeshifter]

I don't like the idea of giving away the store, especially to business customers. So you waive all fees if you're late or don't call? What if its a server crash and multiple PCs with cryptolocker and it takes two days to get it all back online? Is that free?

When dealing with a business your contact may not care about the price, it's maybe not their money. They care about keeping everything up and running and looking good to their boss.

I'd try to find a way to let people know that you're reliable that doesn't involve working for free.

 

[designwebs]

There is a local company here that I turned on to a BIG contract job because it was over my head. They came out talked to the client and left and never came back. No phone call no nothing. Come to find out this goes on a lot with them. Funny thing they keep growing....

 

[Your PCMD]

As a side business, I cant see how you will keep your guarantees. As a side business, that must mean you have a regular job, in which case, what happens when you have to work over time, or go in early?

What you have said is all fine and dandy, in writing. But in practice, it doesn't work out that way.

Listen to people here and take what we say into consideration.

I began with "promises", but quickly strayed from that way of business as it was/got almost impossible to keep. Sure, I make appointments. However, I have a 2 hour windows on either side of the time for specific purposes.

Remember, due to the nature of our business, you never know if a job will take longer or shorter than you might think.

 

[callthatgirl]

What I hear just about everyday is this, "My tech has worked on it for too long and he doesn't know how to fix this" and I say "Well, I do this every single day and your tech does 100 other things for you that I don't do".

I'm not sure why you're hearing that but do some marketing research, find out who these techs are and beat them in social media/SEO, I'm sure they are not that good at that if they can't make appointments. Also get testimonials and add to your website on the nav bar. Works wonders for me!

https://callthatgirl.biz/testimonials

Sounds like you're in a good place to be the better tech in the local area, consider raising your rates too at some point.

 

[Jason Sandlin]

Thanks everyone for your replies. I will take all of this into consideration when building my advertising.

As a side job, I support businesses early in the mornings, lunch breaks, and evenings. I let all of my clients know this as soon as we meet so that they don't get any surprises.

I also have the freedom in my day job to be able to remote into client networks if needed.

I think I am in a good position to take a good portion of the market in my area. I just have to make sure I am good on all of my promises and make sure I am always communicating with my client to let them know what is going on. If I can't make it I will call and re-schedule. Or if late I will call and let them know. Or if I have a time come open I call and see if I can come to the job early.

It would be awesome to go with this full time in the near future once I get several businesses under contract for MSP services.

Thanks
Jason

 

[DanF]

I'm in the same situation as you are... I have my full time job but do support services part time outside office hours and on holidays and weekends.

It's difficult, and I cannot take on a substantial amount of business clients (cause most businesses would require assistance as soon as possible). If something happens at 8 in the morning (the time I usually get to my office), then they have to wait at least 9 hours till I'm available. Hence, all my business clients are 2 ppl - 8 ppl.

Communication is the most important factor here. Let them know what you can do for them, and most importantly what you will not be able to do. Do not surprise them during the time they would need help. In my case, I am answering calls, but if I am not able to my calls are forwarded to my fiancee (who's also into the IT sector, so she can understand and report to me or help if she can). So far never had problems and I would not hesitate to move away if at one point I'm not able to support my business clients.

As to your initial question, clients never said anything like that to me about the previous techs, but I never asked in any case. However, one business I was working for full time (way back) had some problems with the tech support. This support guy was way too busy, so much that sometimes we even had to wait 4 days for him to show up. So, don't get overworked and too busy so much that it will effect your efficiency. If you get at the point, try to deal with some other tech person to help out (I know I would probably hesitate with this).