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How You Look Is More Important Than Your Certifications
You read it right. If you are a self employed computer repair technician, what you wear is more important than your certifications; especially when you are visiting the client for the first time. Don’t get me wrong though, certifications are generally needed if you plan to work for someone else because many of the employment agencies use certifications to screen people. However, they aren’t very important if you are self employed.
If you are certified and self employed you can hang them on your workshop walls to impress clients but keep in mind it isn’t the testing you had to go through to achieve that certification they are seeing, they are seeing that you look like you know what you are doing, even if they have no idea what they mean. So again, how you look is more important than your certifications.
I see thousands of clients throughout the year and you know how many of them asked what my qualifications were this year? Three of them, and they were all large businesses. When I did tell them my qualifications their eyes glazed over like I was talking another language. They had no idea what it meant, but it sounds good.
I’ll look at this from a clients perspective. The other day, I had a plumber come fix my toilet because part of the flushing mechanism was broken. When he arrived, I dint ask him his qualifications were before he started work. I don’t really care. I just want him to do the job properly. If I had asked and he told me, would I know what they meant? Probably not.
The thing is, he had a utility truck loaded up with pipes, work boots and a tool-belt. He looked like a plumber and I didn’t question it. He was on time, did the job well and was reasonably priced so I will be calling him again if I need a plumber.
To work on your look as a computer technician, I highly recommend you get a uniform of some kind. It doesn’t have to be anything fancy with your logo embroidered everywhere on it. Just something that looks professional that you can wear to jobs. People like the consistency.
Having a uniform also makes it easier to charge more. Think of it like this, whats the difference between a $100 per night hooker and a $5000 one? A nice dress, nice shoes and a few more teeth but the service is still the same. One just looks more professional/classy and therefor can charge more.
Geeksquad are the masters of this with their whole secret agent look. Most of us have heard about their questionable technical skills but their secret agent outfit still manages to give them a level of respect with new clients, whether deserved or not.
What do I wear to jobs? I wear a nice pair of dress shoes, a black long sleeved collared shirt, nice jeans and a black technician bag and laptop cover to match.
I understand I may receive a fair bit of flak by posting this because qualifications are an important if you want to work for someone else. However, as a freelancer most clients just don’t care nor do they know what it means. What does CCNA mean to a client? If you told them that it stands for “Cisco Certified Network Associate” you will probably hear them ask “Whats a Cisco?”.
What do you guys think? Are you ever asked about your certifications?
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I totally agree with Bryce. When ever we go out to meet a new business client for the first time, it’s generally for a consulting session first, so therefore I require myself, to wear a Suite and Tie. I also find that barely anyone ever asks for qualifications, and when you take the initiative and bring them up, they usually look very confused, and nod in agreement.
Totally agree and LMAO about the geeksquad and hooker comments. I’ve never been questioned about my qualifications/ certifications. They just want their comp (etc.) fixed right away.
While I agree with you about dressing the part, I don’t think its necessary to have a uniform. Business casual is the rule with me…collared, button-up shirt, slacks (no jeans), and nice shoes. Especially for first time (impressions) customers. Great post Bryce.
When I worked for a large corporation in the early 1980’s repairing main frames a suit and tie were required even if you were pulling 200 foot long cables under the raised floor. Along these lines even if I do not do much to repair a computer I bring along a spray bottle of cleaner and a rag and clean off the exterior of a machine.
Jeans are ok, as long as they are 1 color, not the faded washed ones or have holes in them. Polo shirts, nice shoes ( no sneakers ) and dark jeans are my preference.
Great post. First looks usually lead to first impressions. If you look professional people will usually treat you, and pay you like a professional.
Khakis and a polo represent the best balance of professional appearance and durability. Whether you’re pitching a product to a new client or dragging a computer out from under a desk while being assailed by dust bunnies, khakis won’t show as much dirt and keep you comfortable while looking respectable.
It goes without saying that good hygiene is an absolute given, but unfortunately, too many people in my experience neglect this simple yet vital requirement to not mention it.
As far as certifications go, my experience is my like Bryce’s. Maybe once or twice a year, someone uses that word, ‘certification.’ More often than not, I’m asked, “So where’d you learn to do this?” or “Did you go to school for this?” People seem more interested in how I acquired my skills than if some random organization has charged me money to test them.
Nice post Bryce. I will be starting on my own private computer business very soon. I even paid for the kit here. Nice. I used to work at Circuit City as a computer tech and am now in IT covering 4 hospital labs. This weekend I was actually talking with my wife about what should I wear when I start my business. At work, I wear Khakis and Polo, with jump drives hanging. Even here, none of my users have ever asks me about certs. They ask where I went to school. I went to a good school so when I say ECPI they usually nod in agreement.
Agree & Disagree….
Of course it’s important to prestent yourself professional in any situation.
But, if your clients are all going to be residential then yes cert’s probably don’t mean alot to them.
But, if you are going to venture into getting service contracts with businesses, managed services, etc..then you need to have certifications. Business typically have an idea what cert’s are so if you are putting together your best proposal to submit or meet them with it pays to be the best prepared…
JohnG…business casual IS a uniform, just a less restrictive one.
M.
First of all, interesting hooker analogy, Bryce :-) No… stop… we don’t want to know more!
If you are a small or one person company, much of dress code is a decision that can be made both out of the considerations of comfort and what you can pull off. Meaning, unless you’re a punk rocker, you can get away with much. If you decide to wear nice jeans, some decent Sketchers, and a tight polo, you are alright if you have enough style to pull it off — i.e., if you feel comfortable being yourself and if you clothes and physique are clean and fresh. Of course, if you are interested in going into PC services for businesses, this might not be the best approach. ;-)
A nice car helps, and clean one at that. Professional looking signs on that car helps. Nice business cards help. Polo’s with a little logo on the left side of your chest/pocket, that is a nice touch.
Probably don’t walk in with you Starbuck’s in hand, or keep swishing between your teeth because of your subway lunch. Gum can be OK, if you don’t chew like a madman. Have your body language speak of professionalism and respect for a person’s dwelling. Don’t let your body language exude too much comfort and homeyness, because you’re not there to move in! Don’t slack too much before there PC, even if the chair is SO comfy.
I think the hard part is, if you’re really interested in the field, at first not to blab on too much about this and that technical issue, and to condense what you say to the customer that what they can understand and what they need to hear. If they have more specific questions you can glean from that what their knowledge level is and adjust accordingly.
It takes some confidence to stick with your prices and to stand your ground as you charge the fees for your services. Try to be fair and respectful, and at the same time don’t come across apologetic about what you have to charge.
OK, I was writing all this advice mostly for myself ;-) but I thought I’d share it…
The hooker comment left spit coffee all over my ThinkPad keyboard, good thing it’s durable. But seriously, great analogy!
Here in Northeastern Brazil I got my business going immediatly when I got here in 2000 primarily because I dressed different! Very simple straight pants with creases and an ironed shirt. My compatition arrives a mess with their shirts out and sandals for shoes. Close to the beach, sandals are the norm but if you want to make an impression, wear all black tennis or sneakers! It also protects you from the sand.
Absolutely great advice!
This post pretty much hit the nail on the head. I actually have quite an embarrassing story pertaining to this topic.
First of all, I am self employed, still living at home and running my business basically out of my bedroom/”workshop”. I mainly deal in on site repairs or allow the customer to drop off their machine at my door. Regardless, I do dress the part that is quite uniform and includes a medium blue button down and black slacks and shoes.
A few weeks ago, I had taken in a woman’s computer to remove a bit of spyware. She had dropped it off and the entire process went well, with me looking professional, explaining risks involved, etc. When her machine was done, I informed her and she said she would be around the next day to pick it up “before lunchtime”. I regarded this as about 10 to 11 am, so I decided to sleep in.
The next morning, I wake up to find that the woman had come at about 8 am to get her computer, and my mother, being the social butterfly she is, invited her right into the home. So there I am, sleeping in my underwear with my mother and client coming into my bedroom and my mother spilling my life and business stories to her and informing me “she’s here for her computer”.
Needless to say, the woman was pretty accepting of the whole ordeal and thankfully, we laughed it off. She even brought another PC in for service a few days later! Nevertheless, it was quite an embarassing experience!
@G Tech Computer Consulting
Move out as soon as you can!!! But seriously that was a hilarious story. =)
I ALWAYS wear slacks (khaki or black) with a polo, or some other shirt that has my logo embroidered on it. I never wear sneakers or sandals. Professionalism is always the first thing my clients see.
And people have asked where I learned what I do but almost never about my “qualifications”. They just don’t care as long as I do a great job for them. And that is why I charge $100 per hour. Yes, I am the expensive hooker Bryce was speaking of. ;-)
AHHHHHH!!! Yea, you are all probably right about business casual or maybe slacks, but no way for me! When I dress up for almost any occasion it’s my NICE jeans and MAYBE a button up shirt. Any other time it’s comfortable Levis and a t-shirt…BIG part of the reason I am in business for myself! Most of my work comes by word of mouth and my reputation for knowing what i am doing precedes me. Any neg. impression about how I look at first sight is soon overcome by my attention to detail regarding the customers concerns for their data, getting them efficiently back on the proverbial trail and most important,in my opinion, my people skills.
I am 44 (always told I look thirty)with a couple of tasteful tattoos, couple piercings and most often holey Levis, a t-shirt and flip flops.
I may miss out on some work but then again we all do for one reason or another. You can look as professional as you want… no people skills and they would probably prefer to find someone else next time. I always get referred to their friends and family.
Love all the other tips on your site… this ones not for me!
Scott
I actually enjoy seeing someones face when first meeting me and there disapproval of my appearance because I like the challenge of turning their opinion of me around… haven’t failed yet!(especially enjoy the old codger who can’t believe the world has come to this)
@G Tech Computer Consulting, you know what you need to do then? Get your logo embroidered on your underwear.
Well, not at all in first instance, might have been asked sometimes later during the formal talk. In tech world people know few terms and they expect that kind of answers, if you speak something beyond that then they start avoiding it or say “ya”, “yes”, “good”, “very good”, etc.
@ Jesus, I think the certifications are important for marketing yourself on a website or printed materials because they give you credibility before the prospective client has met you. But after that, the studying and knowledge is important but the actual certification is completely irrelevant.
@Bryce, Your entire last paragraph is right on. I have 4 certs but I have learned a whole lot more from OJT and just life with computers.
I have temporarily taken a break from the cert process but after a little while I do plan on getting back into the studying game. I just wish that the tests and study materials were hands-on. Learning from a book is so much more difficult for me.
I think Certifications are very important even more for freelancer. Why? Well it gives you the basic that you need to know when talking with people. And also, and this is the most important reason, tries to set standards of work on this particular field.
I once wanted to learn about computer networks, so I went to a book store and found hundreds of books to learn from, but I did not know which one was a good starting point. So I never got a book, until one day I found Comptia, I then knew how to approach in learning and teaching myself about Networking, and I was able to set goals.
I came to USA 8 years ago, I learnt English and I started my own busyness in other field, common sense made me chose my proper uniform, I mean come on guys, if you are a plumber it is obvious that you have to look like one..
If I charge people money to do thinks I have to have something that tells me, yes! You know this and you can charge others, not only for me but for respect to customers.
And if you really love to work with computers, you should want get that Cert that says you are a Tech. we cannot get lazy, we have to encourage others to get Certification , read books and not stop learning, create procedures and basic rules to fix computers.
Oh yes I forgot…you can just Google it…well if Google keeps being the solutions…. then this field will soon end.
Thanks,
Sorry about my English….
Really good comment Jesus. You made some really good points. I agree that a tech should never stop learning but those who dont go down the certification path usually keep learning as well.
Also, I feel that certifications have been somewhat cheapened now days. The answers for many of the tests are available online so it isnt the “measure of knowlege” it once was.
In fact, there are been alot of times where I have known uncertified techs whos knowlege of repairing computers was amazing; and I have known certified techs who were useless.
Im not knocking certifications though, as I said in the article they are essential if you want to work for someone else. I just found that clients dont care and if a tech cant do the job because of his lack of knowlege, he shouldnt charge for it.
Personally, most of my knowlege came from just being onsite and not in a book. I did the textbook work like other people which showed you how to do things that dont really change such as building a computer. However, when you come across a new virus or a non text-book weird computer problem, it comes down to what you have learnt in the field in the past.
Hi,
I am not saying experience or practice, is not important. I am saying that I learnt English, took a book on Networking and I am able to figure out what is going on with either Hubs, Routers, Switches, etc.. And what are the differences between them, thanks to a book about N+ (for example). So if you ask me, should I take a Cert? Yes do it. Then you practice.
In fact I am with computers since DOS 5.0 , I remember readying the Help file to learn about every command available, how to create boot ups menus, using config.sys etc…I did not have a book on how to use DOS commands but… what I was supposed to do? Wait and play with command until I found how they work??? No…You need a guide that explains what is it about and how to use it. I put myself practicing with those commands (hands-on) but always reading how to use them.
Is a combination of both, you learn a lot on the field, you learn how to remove a new Virus when you go online and found the right steps to remove that Virus. Next time, because you did it before, you go straight to the solution and you save time (experience).
By the way http://www.Technibble.com is more a resource like a book to all of us, and I bet you that many Techs have solved problems finding the solution in this forum, saving a lot of heads.
So…
I am sorry if I am rude or to frontal.
Regards,
Scott,
I wonder if those tattoo’s help with your collection ablilities?!?!?
Appearance and attraction are more important that people actually realise. Attraction is a subconscious emotion that has an effect on how you feel around a person and the way you communicate with them.
Just like you see in the movies, a woman would be more likely to contact a good looking plumber for future repairs than a fat, smelly, sweatty old man with his coin slot hangin out the back of his pants.
For the most part what your are saying is right. In the residential market, appearance matters, especially once you meet face to face.
However, certifications will draw way more customers on the commercial side of things. When a small biz SEO runs a search for someone to setup a Windows 2008 server, he will be more persuaded if he say a Microsoft cert.
If an end user needed a Cisco router configured and installed he would be assured to see a CCNA or CCNP technician doing the job.
I believe certifications are an extension of your appearance. It is not something you throw in people faces. But a certification will show that you have some substance to go along with your neat appearance.
The great thing about the IT industry is its experience that makes the difference as courses are good but all our technicians have learned through trial and error. The way a company and our technicians represent our company is paramount to our success.
I love this post.
I used to work at Geek Squad and now own my own company. I am always asked what certs I have as a self employed tech but not once as a GS Agent.
GS agents make 10-13 if they work instore (not the business part) If you went to school to be a computer tech that would be way below what you should be making.
Its funny how the whole PR thing works like that.
Folks…
That first impression is the key, along with a relaxed manner, politeness and humour – my standard outfit is dark blue jeans, lite blue oxford buttoned shirt with my ProTech logo, casual shoes…AND… a dark blue lite-weight sports jacket. Even in the heat of summer, I put the jacket on when I arrive on site (after driving there in air conditioned comfort) and I’ve had many customers remark that I look like a “doctor” with my kit bag in one hand and laptop bag in the other.
The other 2 BIG selling points I have found that got me return jobs and the best referrals is this: NEVER be late for an appointment (a little early is even better)…and…ALWAYS return the PC when you say you will (I’ve worked late nites just to honor a “next day return” policy) and I know that has made a big difference because I hear so many stories of people dropping off their systems at the big tech shops and waiting days or weeks to get it back.
Best of luck to all in the field and regards from Nova Scotia.
Yes I agree that how you look can be more important than your certifications but only if you work for yourself. Of course if you work for someone else they might have a dress code anyways. One suggestion I have for a uniform or promotional materials is to have t-shirts polo shirts etc made with your business logo on it. Here is an example of my golf shirt that I made with my company logo on it.
http://www.cafepress.com/FowlerComputer.53941256
Its a cheap way to look well established. You can setup your own store too!
I have to disagree here. I think that as long as you don’t look shabby, the most important things for making a good impression and getting return customers are 1) the quality of your work and 2) the way you interact with the customer.
If I hired someone who was nice but did crap work, I wouldn’t hire him again. Same if he did good work but was a bitch to communicate with. Either way, I wouldn’t care much about what kind of clothes he wore.
When I started out in the computer repair business, I mostly bicycled around to my customers, which for a large part were suburban middle-class families. So I stood at their front door in my bike shorts, wiping the sweat from my forehead. :) They were usually both impressed and satisfied.
The bottom line is: it doesn’t matter if you look professional, if you don’t act professional. Common sense and politeness work a long way.
Bryce, you may have caused me to reconsider my computer support business.
I have good teeth and some working capital to buy a nice dress, and nice shoes. I sure am not making $5,000 a day or night.
Since I am a 50 year old man, maybe I should start out at $2,000 a day. I can’t work real late at night like I could 20 years ago.
;-)
Had a computer shop owner that I worked for in the past claim that the reason his rates were 75 an hour was that it was partly because of his credentials. he was a CCNA and very proud of it.
IMO Credentials can allow you some leverage with your rates, but quality of service is what keeps your customers happy and coming back.
Thanks for the great info, I will definitely be back!
If a lady is computer technician, what would you suggest they wear and what colors?