- What should the customer know about your pricing (e.g., discounts, fees)?
My pricing is dependent on the job; however, you will know the cost upfront and if anything changes you are always notified first. I charge per job or per hour depending on which method is cheaper for my customer. In the field of PC repair I am honest and straight-forward on the state of your device. For example, if the repair job is going cost more than the replacement cost of your device, I let you know so that you can decide based on my recommendation. If the repair far exceeds the replacement cost, I will almost always recommend not to proceed unless there are extenuating circumstances. For example, to me it doesn’t make sense to repair a computer that I can replace for half the cost of repair by obtaining the replacement for eBay. I also believe in the mantra of “If I can’t fix it, there is no charge”. Not only that there is no fee or charge for the initial consultation. I provide at least a 10% discount to first responders, to include police, fire, EMTs, doctors, nurses and others in the first responder field.
- What is your typical process for working with a new customer?
My process begins with finding out the issue the customer is experiencing, whether they are local, and if I will be coming on-site or the customer dropping off the technology. I will also gather pertinent information such as full name, address, email, phone number and other details for my business software. The software I use allows all customers to see their tickets, updates, make payments, project status (if applicable), the ability to submit trouble tickets, and convey messages back to me. These services are provided for customer benefit and are provided at no charge. After the service starts, I will update my status software, as noted above, so customers are aware of all status available. I also interact with my clients during the repair using their preferred method of contact, whether it’s text, voice call, email, hand signals or Pictionary. After the service is complete the customer receives an invoice detailing the work performed and the ability to pay online. I also accept cash, check, credit/debit cards, PayPal, Facebook, Venmo and QuickBooks.
- What education and/or training do you have that relates to your work?
I worked for Northrop Grumman, as noted in my introduction, as an engineer, leading teams in networking, test engineering, and cyber security. I have also worked in mission planning and systems engineering. I have a bachelor’s degree in computer science and a master’s degree in engineering. I have had a PC repair business since 1998. I have taken many courses, seminars, and training in different subject matters related to technology. Regarding my experience in HIPAA compliance, I have led and been a member of teams in cyber security as well as being a Law Enforcement Officer (which covers 1 of 3 aspects of the HIPAA rules regarding physical security).