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How Well Should You Fix a Computer?
When you go onsite to fix a computer, you should obviously fix the problem that you were sent there to do but I am sure you could always find something else to do such as updating their antivirus, patch their Windows, update applications, empty temporary folders and clean out dusty computers. This all takes extra time that the client may not want to pay for and can be potentially risky. So how far should you go? Read on.
When I was first starting out I was a little over eager in this respect. I would fix the problem I was sent there to fix but if I noticed that there were a bunch of Windows updates to do, I would install them. Unfortunately, disaster struck a few times when certain Windows updates weren’t compatible with certain software on the system. This could cause all sorts of problems like BSOD’s or cause Windows not to be able to boot up at all. I was trying to do the right thing but from my clients perspective I made things worse.
To avoid this, I could just fix what I was supposed to and then leave but I felt I wasn’t doing my job as a computer technician if I was overlooking potential future problems, so I had to find a balance. I settled on first fixing what I was sent there to do which is often something like restore internet access, remove a virus or set up an email address and then ask the client if they would like me to spend more time on the computer fixing other problems. It usually say something like this:
“The problem has been fixed and you are good to go. However, I did notice that your computer is missing alot of Windows Updates. Every day hackers try and figure out new ways to break into a Windows system by finding ‘holes’ in the way Windows was made. Microsoft find out about these ‘holes’ that allow hackers in and create ‘Windows patches’ to fix them. Would you like me to install these Windows updates? It takes a little longer but it helps prevent future problems”.
Most of the time they want me to go ahead and if a patch does break the computer at least I can say that their computer didn’t like one of the patches rather than me breaking something they didn’t even want me to fix. If you say it in a “help prevent future problems” way they feel that you are looking out for them. If they don’t want you to do it and they encounter the problem you mentioned later down the track, they know its their own fault and it helps build credibility because you knew it was going to happen in the first place.
In the business environment, it is a little different because you need to take more initiative. They don’t want to be bothered by you asking every couple of minutes, they want you to “just get it done” often without worrying about the higher cost due to the extra time it takes.
For businesses, I find it best to just do the things that are low risk like updating the antivirus and perhaps installing a single Windows patch, and ask them about higher risk things such as installing a whole service pack or installing a new firewall which could potentially break some of their business applications.
Think about it, which technician is the client most likely to call back? The one that fixed what they asked? or the one that broke the computer and spent 3 more hours trying to repair his own screw-up for something I didn’t even want him to do in the first place?
Do what you are supposed to, do low risk tasks if you need to then ask if they want to you do anything extra.
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You’re exactly right. I wish I had read this article 1 1/2 years ago. I’m certain it would have saved me some clients and a lot of stress. That middle ground is exactly where I’ve found myself. The difference between home clients and business clients is huge in what they expect from a computer tech.
Right on, Bryce!
Tim
This article is perfect for my partner. It’s also good to note, when selling/introducing a new antivirus/antispyware/firewall that we install them with lesser restrictions.
i.e. Block Some / Block Most/ Paranoid setting
Although it is our duty to practice due diligence we cant impact customers day to day web browsing or business applications. We want to just provide them a balance of security and productivity.
Right on Bryce! In the business world, I have asked my technicians to ask the business client ahead of time. For instance. “Hi, My name is ___________, and I am here from Advanced Computer Group to fix ____________ problem. While fixing this problem, if I find any other issues on the machine/device, would you like to me let you know, or would you rather us just repair them for you without your confirmation? It will take some extra time, but we can get it done for you, and it should aid in preventing future issues.”
This generally seems to work well with a broad range of business and even home user clients. If they ask for an explanation, we usually tell them what we could find, and how it helps for the future.
That’s our standard goal, to fix what we’re called out for. We love providing the extra services, but it does lose value when it’s not their desire.
I’m an American working in a major city in Brazil. I’ve been doing this here for 10 years now. My compatition trys to fix and usually installs USB-born trojans or does a half way job. More often the answer is just format and reinstall with NO patches, etc. I usually only visit 2 to 3 clients a day and do a complete job including installing all MS, Adobe and Java patches and installing free antivirus and utility softwares. Most of the stuff here is pirated and my service is a very welcome change. I cannot do just a repair and walk, a complete job or nothing or no guarantee of my service. I also describe my services while I work – free information ( not like the other guys)! I get lots of referralls just wish I could find someone else with the same experience and knowledge so I can expand my business!
I always make recommendations. If a client doesn’t care or is not able at this time to pay for the extra services, I don’t push it. In a few weeks, I write a letter of appreciation for their business. I also include the benefits of the other issues i pointed out taken care of and the money that they can save by having it taken care of in a timely manner. I try to make everything about them and their benefit. Take care of the customer.
Yes Priority is on FIX WHAT I CAME FOR. Sometimes it may take a patch for that.
When I get done with that I look at the time. If it took less then 30 min I ask them about things that can be done in a short period of time (low risk) they don’t pay for this becouse I charge in 1 hour increments.
I don’t usaly do this with warrenty work but sometimes I do. There is a big difference here.
If I am doing patches and something happens becouse of it then its my fault for not knowing. Its my cost! and will get fixed for free.
If they need high risk stuff then I explain the posible outcomes and let them make the choice. Here ist not my fault and there will be a discounted rate to fix it. If I am charging 50h I might charge them 1/2 that to fix the problem.
This is all different for inhouse repair. I can do other things while updates install. I offer lots of extra service. What would take an hour of my time onsite might only take 20min of acctual working time off site (sometimes much less sometimes more). So I am more brave off site, however; its always with their consent.
It really depends on the customer. Since I deal with mostly business customers they prefer that I just fix their computer as their computers are critical for them to conduct business. Home users, I just fix what I am contracted out to do. If however I do see something that could be a big like lots of maleware, spyware, etc. I will let them know that it might interfer with what I am trying to do and give them the option if they want me to clean it up.
If I would been a tech support then I would simply fix the issue and advice the client with few things to do of their own and leave the place. If they follow my words and do it well then they will call me to support them on their need, if they run into issues while following my words then also they gonna call me to fix it. Both will be a win win situation for me.
I run my own business and i also get contracted out from another company. When i work for another company I only do what the job details to do. example last customer was a home user to install a modem, i took the old one out and replaced it. tested it and then called the company to close the job. unfortately the customer could not use his ISP. Customer asked me to put in the CD and it would not run because the program wanted me to change his screen resolution up to 800 by 600. but the slider wouldn’t move. when i checked his hardware device manger there were Yellow exclamation marks against his VGA, Sound and ethernet. So he was missing drivers. When i called companies tech support i explained the drivers situation. The tech support said there is nothing i could do, the customer had to go back to the store to make another appointment. Its hard times i would like to help this customer. but i can’t, I am not allowed to offer my own company PC Helper services to the customer. But if the customer had a PC Helper customer, I would gone back to the customer and got the drivers for him and set up the PC how he would want it. I guess as PC Helper I do above and beyond. But as subcontract to another company i do exactly as the job is detailed to do.
I am a firm believer in charging for added value. I don’t do system updates for free and I always take the logical precautions. IF the machine is running slow and I Am their for a Logitech Harmony remote setup then by god I am going to finish the harmony setup but I always announce that after that is complete I do a free pc checkup. I never want to be the tech who leaves but hasn’t left the pc in a better state then what it was before they arrived.
If its a business now that is a totally different situation and yes smart sense in handling it is required.
I run along similar lines but with a bit of a twist. I will complete the job I was called to do but I will make an appointment to come back after business hours to explain what else needs doing and do the final fix and testing if they want it done. Small businesses usually appreciate this as I don’t charge any extra for after hours work for them. Just my normal rate.
I would however charge a larger business that can afford to pay.
For home users I have a fixed fee. 3 minutes or 3 hours the price is the same. I never walk away from a computer that I haven’t left in a better state than when I walked through the door. Must be my pig headedness I suppose but my word is my bond.
Every situation is different. I usually fix all issues if the issue I’m fixing is an issue where the computer is already having serious problems. I had a computer that locked up for instance. I rolled it back a week and everything worked. I thought it might be a MS Windows update. I could have just left. I’d rather be confident I fixed the problem permanently though- so I updated the virus definitions and MS Windows updates. If anything happened I’d just tell them the solution is to reload MS Windows. This way I got an extra few minuets to confirm my work (improve quality and decrease chances of having to return) and I could say “Hey- while I fixed the problem and am done I’m also updating MS Windows and your virus definitions just to make sure everything continues to run smoothly.” If something fails I can always go back and blame it on the original problem and this shows my extra effort paid off to the customer as they then know I didn’t fix it and leave, but that I spent the time to verify my fix-and the quality of my work was superior to other techs.
“I couldn’t help but notice that your computer is in serious need of overall maintenance! Looks like it’s been quite a while since the last time…[insert special price offer]. Yes, yes, computers need regular maintenance just like cars.”
(If they are reluctant) “But you will risk evil Internet hackers using your computer for illegal things and may end up in jail for the rest of your life.”