FAQs
- What should the customer know about your pricing (e.g., discounts, fees)?
I prefer to negotiate the price with the customer because if the person is low-income, I often will not charge for services at all. However, if I drive up to a large home with a Mercedes sitting out front, that customer can assume a price on par with my peers. I conduct my business in this manner to balance out the costs associated with helping low-income individuals.
- What is your typical process for working with a new customer?
I make sure I completely understand the history of the equipment leading up to the event which requires repair before beginning the job. I ensure both the client and I are comfortable moving forward with any and all repairs. As far as interpersonal skills, I am a people person that can hold a conversation and work at the same time. I also know when a customer wants the technician to just shut up, fix it, and leave so they can get on with their life.
- What education and/or training do you have that relates to your work?
I started working in computer / customer support in 1996 in the U.S. Navy and no matter what my rank or station has been, I have always fulfilled that role in some capacity. I sometimes take online courses and continue reading about emerging technologies. I also pick up books on older technology still in use from time to time as a refresher. For example, I recently thumbed through a couple Six Sigma books that are about a decade old. Technology doubles every 18 months, but some methods never go away; they just adapt.