Increasing Client Loyalty

This is one of the best tips I have learnt in my 4 years of computer repair and it is probably the most simple and effective one.

Quite simply, be social with your client and talk to them. This may sound obvious however many people who spend most of their time around computers aren’t the most social people.

There are many computer technicians out there who go to a computer job, fix what they need to, get paid and leave and don’t really talk to their clients.
Every time I am on a computer repair job while I am working, I try to find something to talk to them about whether it is just asking them about their business, how long they have been doing it or how it started. If you are doing home computer repair; ask them about something prominent in their house such as the painting on the wall, the football team flag or their pets. Become a friend.

Talking to a client while you do your work puts them at ease and gives them a sense of trust which can help with getting more word-of-mouth referrals.
In return you will have clients who wouldn’t dare hiring another technician as it would be like ‘betraying a friend’ to them.

Time on the computer job will begin pass quickly because it’s enjoyable and as they say; time flies when your having fun. On some occasions I have even been given free things to eat and drink such as a box of chocolate or a bottle alcohol, but most importantly business opportunities are offered because they feel they can trust me.

A few weeks ago I was discussing this topic on a forum I frequent and a user there mentioned his own story.

“On Thursday I had a customer I met only a month ago offer me access to his empty lake home after a conversation about Memorial Day weekend plans. I was blown away to hear that, this guy is something else. When I first met him he gave me a $99 blue tooth headset after a conversation about cell phones. He also up sold himself on having me clean up two of his old laptops after I saw them and asked about them. I had another customer not long ago write me out a blank check and told me to write in what I owed him after a call where we were talking it up for 95% of the time. At no point did he ever ask me about my rates, and if they don’t ask I don’t tell. I wrote in the same amount I would of charged anyone else but it really showed a lot of trust on his part, this was my first time doing work for him.”

“I have gone out to lunch with employees of customers, been invited to potlucks, even office Christmas party’s – in all cases they initiated the invite and only after working with them for quite some time.”

On computer repair jobs, you still need to use your best judgment to determine whether the client wants to talk or not. If your client is a large or very busy business sometimes they just want you to come in, fix the problem; don’t bother the employees and go. However some business owners would love to talk and pick your brain for a little while. Take this on a case by case basis. A little PR can go a long way.