Successfully Outsourcing Computer Repair Work

The other day I got a call from a client whom I had fixed their computer about a year ago. This time they wanted me to fix their laptop instead of their desktop. Now, let me tell you outright, I don’t like fixing laptops. I am more than happy to fix anything software related as there is no difference between a laptop or a desktop. I am more than happy to upgrade or replace a hard drive or RAM, but when it comes to something more fiddly like a damaged power plug or a dead screen on a laptop, its a real pain to fix. Most laptop parts will only work in a few specific models so you typically have to track down who sells that part and then order it in. Did I turn down the job? No, Heres why.

If I had turned down my client they would have found someone else who does repair laptops and that person will most likely fix desktops as well. Why would my client ever use my services again if shes already got her one-stop computer shop that fixes both laptops and desktops?

I still don’t like repairing hardware issues on laptops so I took the job and passed it on to a local computer store who I trust and give me great discounts. These guys mass buy parts on eBay and auctions so chances are that they already have the laptop part that is needed. They have been in business for a very long time (probably since the 486 days) so they have a ton of experience over me.

They found out the problem pretty quickly and told me how much it would cost for a replacement part. I called my client and told her the price (plus a little on top for me) and she gave me the confirmation to go ahead. I called the other shop back saying go ahead with the replacement and they fixed it. I then picked up the laptop, delivered it back to the clients and they were none the wiser that I wasn’t the person who did the work.

They got their computer fixed. I prevented my client from finding another computer technician. The other store got some work and I made some money. Everyone is happy.

This doesn’t mean that you should go taking jobs that you normally wouldn’t do and pass them onto someone else. There are some things you should be aware of before you pass on the job.

• Don’t ever let the person you pass the job onto know who the client is. They may contact them directly and steal your client.
• Ask for discounts for bringing the other business continuing work. That way, you can throw your cut on top and still have reasonable prices
• Have prior experience with the other business so you know how trustworthy they are. In the end it is your reputation on the line if they screw up
• If the other business says it will take a day for them to fix it, tell your client it will take two. If the other business has unexpected slowdowns, then you still have time. If they get it fixed on time you look good for getting it fixed a day ahead of schedule. A great way to make your client happy is to under-promise and over-deliver.