How to Operate a Profitable Computer Service  Business

Customer Interviews

Awhile back we interviewed some of our customers who have purchased
"The PC Technician's Guide to Profits" and asked them how they were doing with their computer service businesses. We where very satisfied with the responses we received. 

Our first conversation was with Carlos Jackson.  Here is what he had to say-

Telephone Conversation - Mr. Carlos Jackson, Medway, MN

Carlos - I called to tell you how its going and to ask a couple of questions.

forPCTECHS - Great Carlos, how are things going?

Carlos - Well, I have maintained 7 computers so far. And I am bidding on a network with 10 computers. Is there anything I should know about networks?

forPCTECHS - Wow! I'll tell you about networks is a second. If I'm not mistaken we only shipped your Supreme Technician's Package to you 2 weeks ago, and you've maintained 7 computers already? That's amazing, did you have some customers lined up for your computer business before you ordered the guide?

Carlos - No, I have just been out there doing what you say to do in the guide. I call people and ask if they have anybody to maintain their computers. Sometimes they don't want to talk to me and that's discouraging, but I shake it off and make another call. So far, I have maintained 7 computers and I'm charging $95 dollars per system and do all the value-added services you say to do on each system. (I give discounts when they have more than one computer). I was even able to talk one lawyer into leaving me his keys so I could get into his office at night and maintain his computers. Honestly, I didn't think people would pay that much per system but after I do all those great services you mention in the guide, I leave every office with a big smile on my face. My customer are so happy.

forPCTECHS - This is great Carlos. Yours is the fastest start I have ever heard about. Do you have a background in the computer business?

Carlos - No, I never worked on computers before or ever ran a business. I learned what I know from what's in your guide and a computer repair guide I bought from Amazon.com that I found on your companies site. My wife was pretty worried when I sent away for your guide, she thought I might be getting ripped off.  But now I am going to show her how to maintain computers with me, she's real happy that we have a way to make some good income now, and spend time together too.

forPCTECHS - Tell me more about how you're getting all these customers.

Carlos - Like I said before I make calls to find out if they have anybody to service or maintain their computers. I use the phone scripts you provide in the guide.  I ask if I can come to their office and tell them what computer maintenance is all about. I found an old computer that was filthy dirty and I cut part of the top off and put plastic over it so I can show people how dirty computers get. I really believe in computer maintenance so it's easy for me to tell people about it.

forPCTECHS - Congratulations my friend, I am really glad this is working so well for you.  Networks are easy and profitable. Just a word of caution; Never work on a network if its running.  The cabling system for networks is the greatest source of trouble and if the cable comes lose it might crash the network and some people could lose data.  As a precaution always ask the client to "BRING THE NETWORK DOWN" before you work on it. Also Networks are best maintained after work hours, this way your not disturbing your users daily computing tasks. Carlos, good luck and if you have any more questions just give me a call.

End of Call.

Carlos is off to a great start. I wish I could take credit for his success but it's his drive and determination that is getting him customers.  If he keeps his good attitude there is no limit to how much money he can make. What Carlos said about believing in the service is the real key to his success.  He believes in the service.   How can anyone resist him.  He can help his customers save money on repairs and replacements and his success proves that if you approach people with a willingness to help, they will respond.

Carlos is not only following the directions in the guide,  he has enhanced them.   Taking in a dirty computer to show people is a great idea. A wise man once said "A picture is worth a thousand words" and being able to show people how dirty computers get is fantastic. Try it, anything that gets customers is worth the effort. Customers are what you need to run a business.

This conversation with Carlos got me thinking about others who bought our guide, so I called some of them and asked if I could interview them for this newsletter.  I wanted to find out how computer maintenance was working for them and how they were getting customers and what plans they had for their business.

The three people I called and talked to have all been in the business for 7 months or more. I figured they would have a perspective we could use to show how a Computer Service or Maintenance Business develops.  I found some interesting similarities, let me share the conversations with you and then I'll tell you what I found out.   

Telephone Conversation - Mr. Tom Stanton, Reynoldsburg OH.

forPCTECHS - Tom, while I have you on the phone would you answer some questions. Mostly I want to interview you about your business for the newsletter.

Tom - Sure, I don't think I can ever help you guys enough! You've change my life with your guide.

forPCTECHS - Thanks Tom, but you can't credit us for all of your success, your drive has done a lot for you too.  My questions is, how many computers have you maintained so far? And what's the best way you've found to get customers?

Tom - Well, we have maintained between 20 and 30 computers so far. I have a young guy who works for me to do the actual maintenance. This works out great. He has a night job as a security guard, and he goes out during the day and maintains the computers. I get the customers. I have been working with computers most of my business life so I'm pretty familiar with how they work. I ask potential customers one question. "Do you have a service company who performs preventive maintenance on your computers"?. They have three responses:

ONE - "Yes we have a service contract with XYZ company". when they say this I explain most service contracts cover computers ONLY AFTER they break. My company's service prevents most computer failures, this saves the customers data before its lost when the computer breaks down. This is very effective.

TWO - when they answer no it is a perfect opportunity for me to introduce my service.

THREE - sometimes they don't have computers and this is a perfect opportunity to start a computer sale.

forPCTECHS - That's a great pitch Tom, good work. What else have you learned about the business?

Tom - As I told you before I have worked with computers for a long time and thought I knew all about maintaining them. Well Professional Preventive Maintenance is much more beneficial for computers than I thought. I used your guide to train my helper. He has learned everything he knows about computer services from the guide.  I have also used much of the marketing materials you supplied. It all helps.

forPCTECHS - I'm glad your doing so well, what do you plan in the future?

Tom - I still have my full time job, I would like to see the business grow so I can get into it full time.  I am talking to a new technician who might also help make sales calls.  I plan on doing more mailings, the market is growing by leaps and bounds and I want to be ready for the work but right now my focus is on sales of "Full Service Contracts".  It is the easiest way for me to get in the door and it's what my customers want.  I am offering full service contracts were we include four maintenances per year. Twice a year we do a full deep maintain and twice more we stop by to see how everything is going and to maintain the surface.  These contracts sell for around $500 per system and as you know every time we stop by a customers office there is always a chance they will have some work for us.

forPCTECHS - You mentioned "Full Service Contracts". What do these cover?

Tom - Anything that breaks down with the computer we fix.  We are now doing repair as well as maintenance.  This kind of traditional "Full Service Contracts " is easiest for the customer to understand.  When we are bidding on a service contract and we include all the maintenance we blow the competition out of the water.  It is ironic that by maintaining the computers under contract frequently we are able to make more money because the computers don 't fail.

forPCTECHS - This is great Tom. Good luck and keep in touch.

End of call. 

Tom is growing his business at a very manageable rate even though he would like it to grow faster.  Tom also told me he really believes in Preventative Maintenance and how it helps his customers.  He said you do not have to be a great salesman to explain to customers they will save money and grief by preventing computer problems before they occur.  This is the approach he is training his employee's to use.   His sales pitch is very effective, you might think about developing a sales pitch like Tom's. A sales pitch does not have to be a "Hard Sell" to be effective.   It does have to come from the heart. You have to believe in the benefits of your computer maintenance in order to convince your customers.

Our next conversation is with the very first PC technician to buy our guide, Mr. John Strauss. John was the first person who learned how to start his business from our guide.  John was a school teacher before starting his business. Like many people, he had spent a lot of time and energy to develop a career only to find layoffs and a pay check so low a person was barely able to make a living. 

Telephone Conversation - Mr. John Strauss, Santa Fe NM

forPCTECHS - John, I am doing an article for the Newsletter, would you answer a few questions and share with others how you are running your business?

John - Sure, Strauss Computer Service is pretty much part time for me.  I think I have made close to $6000 this month and really haven't worked that hard at it.  It's more like fun than work.  As you know I didn't know anything about computers before I bought your guide.  I have had my own computer for almost 9 months now. I think I have found a buyer for it and can't wait to get myself a newer computer.  With doing self study and taking a few courses at the junior college on computer repair plus reading your guide.  I have become a legitimate "Computer Consultant".  Last month I made $1000 preparing a one page document and helping to distribute it.  I made that $1000 in just three days.

forPCTECHS - A grand in three days, way to go John, but how come your only working it part time?

John - That's all I want right now. I started out following your directions.  I made about 100 of the survey calls and sent people who had computers one of your letters.  Four people ordered my service right off the bat. I then tried just mailing more letters, no calls just mailing.  This wasn't nearly as successful but I got a few orders. Then a personal project came up and I took a month and a half off to finish it.  When I got back to doing my computer maintenance, one of my former customers called and was having problems with a computer, it was so old it was breaking down all the time.  So l sold him a new computer and installed it for him.  I continue to get more calls to fix computers and I have gradually developed my business into a consulting business.

I started with no skill and now I do desktop publishing, computer memory upgrades, computer repair, computer maintenance and I still have time for other interests. I am starting my own mail-order business from home.  In the mail order business all the information either goes into or comes out of the computer, names, address, envelopes, even the catalog I am publishing is computer designed.  I learned all this from reading your guide and getting started with computer service and maintenance.

forPCTECHS - John, do you have any advice for other PC technicians you'd like to share?

John - GET A COMPUTER! if you don 't already own one & learn how to use it.  To get customers for your computer service business follow the directions in the "The PC Technician's Guide to Profits" and make the survey calls before you mail the letters.  I have tried it both ways and calling first makes all the difference.

John is very happy with the way his business is going.  I know he will continue to do well.  His new computer skills have opened doors for him that he could not have anticipated. John is a classic example of how changing technology can be made to work for you. In the last newsletter I compared the age of computers with the industrial age. John has adapted to these changes in our society and he is prospering.  He has also wisely grown his business toward what his customers want. Not what he wants but what his customers want.  John's customers want him to help them with maintenance, upgrades, repairs and training and he is able to provide it.

The last interview is with my favorite PC technician from Mt. Vernon, NY.  Michelle is a Certified Public Accountant and has worked with computers for only a little while. Now, many of her accounting clients ask Michelle to help them with computer purchases and repairs.

Telephone Conversation - Michelle Stevens, Mt. Vernon, NY

forPCTECHS - Michelle, I'm interviewing customers for this issue of the newsletter, would you share with the readers about your business.

Michelle - No problem, I have been in the business for six months now, I have maintained around 10 computers, mostly my clients machines.  It is easy work and I like the money. I don't get to charge $75 an hour for the accounting work I do. 
It's funny, I went to school and spent $60,000 on my education and I make more money per hour maintaining and fixing computers.

forPCTECHS - How do you get customers?

Michelle - Some of my maintenance customers are already clients, but I also joined the local Chamber of Commerce and sent out flyers and letters that I made from the samples in your guide. This is great for me, l am always looking for new accounting clients and I can talk to people about both services when I get them to see me.  I did use the telephone script in your guide to make a survey and it worked very well.   I don't have as much time as I'd like to follow up with the maintenance right now. Tax season is coming upon me.

forPCTECHS - What have you learned about the business.

Michelle - I was surprised when customers wanted me to "Fix" their computers.  I am not surprised anymore. Getting good computer help here in New York is pretty hard to find..  I went to five computer stores before I found anyone who really knew anything about computers and they were so busy it was going to take three weeks for me to get one of my clients hard drives replaced. So I did it myself. I know quit a bit about running computers but had never spent much time inside them. Your guide helped me step by step on how the maintenance is done and I haven't had any problems.  And because of the confidence gained from the guide and with your help I was able to replace that hard disk drive and fix two other broken computers and made some good money that way.

forPCTECHS - What would you tell others about the business?

Michelle - Well, I like helping my clients.  I like going into an office and seeing everyone down in the face and when I get the computer going everyone perks up.  It make me feel good.

One thing I have learned. Nobody I know, including myself, does "Data Backup" often enough.  There just doesn't seem to be enough time to get some diskettes and stick them in the computer every time you use it.  I have seen what can happen when a computer breaks down and a client looses all their records.  It is a catastrophe.  So I have been preaching about preventing problems before they happen by getting the computer maintained and how I would be happy to take care of it for my clients.  I am also looking forward to starting a backup service as part of my services after tax season. One of the people I trained how to maintain their own computers might be interested in working for me.  So when I get a client they will do the maintenance, backup service and repair and I will have more time to find new clients.

forPCTECHS - Thanks Michelle, do you have any other advice for our readers?

Michelle - Just do it!  It's advice I should take more often myself.  I like the work, it is so different from accounting.

forPCTECHS - Thanks Michelle and best of luck!

End of call.

Michelle's business is going to grow and grow and grow.  Long term relationships are where the real profit comes from. Her clients will have far fewer computer problems than their friends and they will begin recommending Michelle to those friends. When you do a good job, people like to brag about you.  They are proud of the fact they have found a competent person to do business with.  This is the kind of advertising every business owner dreams about. Just do excellent work and you will always be busy.

So? Have you spotted the same trends I have. Everyone of these technicians are growing their businesses according to what their customers want.  The customers are wanting full service, and lot's of it.  This is natural, as customers get to know you they are more and more willing to give you more business.

The size of the computer market is growing at an incredible rate. There is an opportunity here I hope you don't miss.

I have subconsciously been feeling this push toward full computer service from the questions I get from people who have bought the guide and from the things I see around me.  Last week I went to Wal-Mart and as I was getting out of the car.  I saw four people loading computers into their cars and I know each one will need some kind of help soon.  I get questions from my friends all the time about what computers to buy and how much should they pay?  This market is building up an enormous demand and people who make an investment in themselves will be able to reap the rewards of this technology shift.

Best of Luck!!!

The forPCTECHS.com Staff

P.S. Get "The PC Technician's Guide to Profits" Today! and help your business grow too.

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