FAQs
- What should the customer know about your pricing (e.g., discounts, fees)?
My pricing is not complicated. I try to determine how much time will be involved and the cost of any hardware (which is rare) and go from there. Obviously I can't always associate time with the price as in the cases where I have to transfer files, run scans, backup data and reinstall operating systems, etc. if I priced those based on time it would be too expensive so I only charge for the "physical" time which I refer to as "keyboard time" that I've put in on the issue..
- What is your typical process for working with a new customer?
The first thing I try to do is to let them know that I understand how it feels to be in the position they are currently in regarding needing technical support. We all have been there at one time or another. A lot of people are embarrassed because they don't know the technology and they shouldn't be. The vast majority of the population doesn't understand technical issues and because of that I NEVER make them feel like they should have been able to correct the problem or even understand it. I assure them that I will treat them fairly and I back up my work 100%. If I don't correct the problem to their satisfaction there is no charge.
- What education and/or training do you have that relates to your work?
I have a Bachelor of Science in Commerce which while non-technical helps a great deal in communication. I have worked as a consultant for Technical Training companies over the years and because of that I have had the opportunity to take a number of classes in Information Technology. Classes like A+ and Network+, Certified Ethical Hacking, Security+, etc.These are industry standards in computer repair and network support. I also took a number of classes on computer and network security and Windows Server Administration. Regardless of the training, as I stated in a previous question I strongly feel that nothing takes the place of experience and I have over 13 years of that in the computer industry supporting users and solving problems. And because the industry is constantly changing I also keep abreast of those changes through my technology magazines, through online reading and through solving customer problems that are rare and unique..