PC Repair Business - Hints and tips

ejsaunders

Before I start please don't think I'm being big-headed, cocky or rude, I have no idea what qualifications you have, or experience, when I suggest things they are personal experiences - I started in the industry when I was about 14 with my first job, and I've come a long way, but occasionally we become a bit more qualified in our own heads than we really are and IT seems to make people believe it more (we've all got relatives who know everything about something, but computer covers a myriad of actually different systems that sometimes the customer does not necessarily know the difference between. I've had friends who assume that since they've used a PC, they can repair an Apple, or since they once used a LiveCD of Knoppix, they could format and reinstall a UNIX network. One dude asked if I could fix his server and look at his network. What he failed to mention was he actually wanted me to make him a system for registering all his car parts and stuff (he was a small garage) and upgrade his network

I'll tell you a bit about myself so you understand me, I'm a business graduate, with masters or higher degrees in computing and business, my personal passion is IT, but my professional passion is business. I've done it all in my years, worked for a one-man-band as the technical manager (i.e. the owner paid the bills, I ended up fixing everything since he knew very little about computers, he just thought it was going to be a lucrative business, he went through three shops that all went bust, I left before the first failed and I feel its a bit my fault that I left him to fend for himself when he wasn't really qualified and moved onto a better job - so I guess my first advice would be, REALLY know what computers are before trying, as someone else said, don't think that installing Windows and being able to ask for help on a forum will fix everything, and it is a business, even on the side so know the requirements for laws and taxes and so forth, its not a hobby when people are paying you) and that was generally for home-based clients, which I ended up going everywhere at random times, weekends, etc, it drove a bit of a wedge between me and my other half for a while and that wasn't even a 24Hr service offering. If you're doing it yourself be expected to be called at random times.

Then, I've worked for local councils/schools/public sector in IT service desking, then a school itself as the head of IT, then IBM/Defence, PC World even and part-time for friends and family and small businesses in the area that I'd got to be their IT guy because I'd been friendly with the owner.

One thing - I spent years training and spending money on MCSEs and so forth - businesses might expect it, home users rarely even know the certifications exist and then if they do, expect you to offer the quality of service that certification 'provides' but at a price that is nowhere near the industry standard after completion of your qualifications. Certification is good for getting Certified Partner and stuff for big companies, or if you worked for the IT Department at Lloyds TSB who required it as a measure of competency (since IT skills are subjective I think its moot). Sure I have more post-nominal lettering than the Queen, but the cost and annoyance of re-sitting these things year on year is never explained when you're young and foolish and just see the 'Get a job in IT and earn £150,000,000 with this cert... Don't bother doing them if they aren't required. I've met people doing IT that have read it all in a book but have no experience at trying to reboot a Cisco router in a dark, humid attic crawlspace at 4.00am on a Saturday while holding a torch in their teeth, or people who'd sit typing the symptoms of a 'case' into Google, and when that fails, do what they always do (my personal favourite of an old Sky program on IT where the experts always suggested the same solution regardless of whether that would fix it) - FORMAT C:...

Offer only what you are reasonably comfortable doing, home networking is easy, business networking isn't (also take into account Health and Safety) particularly if its joining into an existing system. Virus removal, backups, etc fine, but again note what systems you're comfortable using and experienced with when you talk to the customer. Sales of new items, again fine, but be prepared for the nutters or the 'semi-pros', who've changed the mouse (hardware experience) and have been to the local LearnDirect centre and done a ECDL or MOUS (i.e. that makes them a programmer) and 'know' computers inside and out. Businesses will routinely also under-estimate the work required. I remember a company once that wanted networking before the advent of wireless. The site was all porta-cabins separated by huge gaps, it was thick with mud, permanently wet everywhere and they didn't want to pay for specialist underground cable because they already had cable they wanted to use and wouldn't dream of anything else. My employer at the time was very keen on the contract, so eventually a solution of drain-pipe, garden hose and a very lengthy and well worded contract was drawn up so the system would work and be waterproof and shielded from stupid people or problems - they went with a friend of theirs who delivered their toner and did it all with the companies normal 10BaseT ethernet cables in the open running along the tops of the cabins which was fantastic when it became live in a thunderstorm. These people were not a small company, and actually had their own IT, but they didn't want to ask since they would have been refused because of the costs.

Industry standard labour in the UK is generally £25 an hour, regardless, labour for networking is £75 for Windows, NetWare or older Linux/UNIX such as AIX or £100 or weird systems like OS/2 or LAN Manager or some such that have very few people who even understand the systems. PC World generally just do what they say, but if it says 'viruses removed for £25', then they'll remove what they can and give you the PC back, if they can't remove them, it costs another £25 to format the PC usually so its £50 really. Offer a sensible service that sounds like good value, but is really the same. People go to small stores for the honesty and service, they expect to be ripped off at PC World and treated as stupid sheep, they want reality and honesty at a smaller shop. Most bigger places will clone the drive before they do anything, and I'd agree, copy the drive or pertinent files to a memory stick or DVD (use a USB drive if necessary, and if it don't boot, use BART-PE or Linux LiveCDs). Don't forget files like email that aren't always in sensible places, and people with kids save things in the most weird of places. Back-up BIOS settings and if necessary, get passwords and collect them into a file (try a free helpdesk software or just print out files - I have some useful forms and documents from my repair days if you'd like, they're in Word format, let me know) and keep them safe.

Note you will need a data protection licence if you do keep the info tho, and you may need to sign non-disclosure agreements with some companies - let them know you'll take/keep a copy of their drives BEFORE you do it and either destroy it after use or give it back to them (if its on CD/DVD).

YOU WILL BE HARRASSED, regardless. Mostly I found businesses are worse if they think they've paid more than they would have liked, they'll try to get you back for simple things that take time, home-users aren't too bad, but they can take a lot of phone time, use caller-ID and get to know the 'troublemakers'.

Both:
* Antistatic workstations are a MUST, I generally use a grounded workbench and then gloves, on a call-out I'd use rubber gloves, remember you're not protecting yourself from electricity, your protecting the computer from YOU.
* People often don't have any idea who makes what or what the difference is between things, I've had people bring me things that are extremely out-of-date and want a 'P4 in it' or want the Internet on an Apple Lisa because friend gave them a 'PC'.

Businesses, particularly small stores:
* Bear in mind, older systems in businesses might have odd systems, cobbled together on the cheap, sometimes over the years by many different people, so bear in mind that in the cost of say backing things up (check everywhere if the system has no file system security, people save in weird places) on systems that might not have CD-R drivers or be incompatible with newer OSes.
* Carry around a good set of driver disks (there are many out there that are collections, and some driver websites allow you access to manuals, drivers etc, for about £50 a year, which is a good price), CD bootable OSes; bootable copy of Windows (WinPE, try BART or the like), a bootable copy of Linux, system restore/boot/format disks for older systems like Win3.11, 95 etc, a good system repair/recovery/test disk like Hirens or UBCD
* Get a good set of tools that are hopefully also electrically inert because you can't guarantee compliance (this is also good for home visits too) and things like network testers, audio tone tracers (if you want to add phone/wire/networks to your resume), plug testers, and so forth. If you'd like a more complete list, let me know and I'll post my own toolkits, I've still got 'em. Buy your tools from somewhere that isn't expensive, but is quality, like say CPC or Screwfix
* Carry simple leads like modem leads (both types), DSL leads, mouse, keyboard,

Homes:
* Most of the above is also fine and can be used at home too, particularly given the propensity for networking at home now
* latest drivers for graphics cards and sound cards and DirectX, most home users get issues with games or try to play the latest stuff on a cheap-!!! computer that isn't up to it
* Some home-users assume everyone can open any computer - they might bring a Dell that is under warranty (sometimes businesses do it to), get them to SIGN in writing that it is out of warranty, otherwise if they have bigger problems and send it back and admit someone else has been inside it, YOU could perhaps receive bills for tampering. Don't bother taking out expensive warranty repair agreements unless you think its worth it - sometimes smaller stores can be associated with larger companies who use them to warranty their PCs in the area, if its a large town and the brand is big, then sure, but its not going to make you rich since they take AGES to pay and its mostly quarterly if not yearly.

IT People want the cheapest possible item or want the convenience if you are going to sell things in your store, don't try and compete with PC World or Ebuyer or Overclockers, its not worth it, the people who know may pop in for something occasionally if they are out themselves, and then they'll want cheap and cheerful to tide themselves over usually. The people who come to you want your knowledge, don't try and sell the cheapest thing with the biggest markup if its not right for them, it'll bite you in the !!! in the long-run when you have to go round every night to fix it. Have a cheap one, and a reasonable one (like say modem - Mr.Modem and then say 3Com or something, don't get both from some random name and just mark the price up differently).

On the other hand, those who are ignorant want advice f.e. a friend wanted a modem, I was going to get one for him for £8, but he wanted it then and there, so I got one from Dixons for £15 - don't charge £35 for a Dixons part. Give the price for the modem at £15, charge for fitting! If they don't know what a modem is, they won't know how to fit it.

Laws, etc:
Get Liability insurance so if you get sued, you don't loose everything, some people could get picky if you stick your screwdriver in a power over IP socket and blow their company HQ phone system up or want to sue you just because they think you overcharged them and you forgot to ask for a contract before you started. Policies are cheap for members of the BCS and aren't too pricey for self-employed contractors. See the CAB BEFORE you start to check local regulations and tax laws, but there are no actual certificates or requirements to run a computer repair company than any other similar company.

Good places to try:
Places that have computer systems that are often used, such as typing pools, accountants, solicitors. Bad places to try include schools (if they don't have an on-site person, they will probably know very little and sometimes pay the county anyway so you won't get big-bucks), councils, or anywhere that is likely to have branch-offices or be connected to a WAN that may use VPN, VOIP, EPS9, etc. Don't assume they'll all be using Windows.

I have much advice and many many stories if you're still interested in doing this and plenty of advice on where to get parts at cost (there are even places cheaper than Ebuyer sometimes).

Things you might need but are expensive:

Computer with SATA and IDE to either put peoples hard drives in to back-up if the comp is dead, or to test hardware in, a USB/FW DVD-RW, blank disks, network card or USB network adaptor, wireless network card or stick, power supply tester and if you're really going into it a POST testing add-on card (CPC sell both these latter items which I've often found useful), spare and extension leads for internal connections
Monitor, keyboard, mouse (tell people not to bother bringing their own unless its got some very weird unusual bus), speakers.
SCREWS (CPC sell spare computer screws) and blanking plates
cleaning and antistatic products
infra-red thermometer, good quality heat sinks and grease, electrical tape, cable ties, security screwdriver bits, common spare parts

Digital Camera - for those new customers you can't quite stop worrying about - take pictures of things when they come in if the keys are loose on a laptop, or the plug is frayed and they don't want a new one or the case is cracked etc. Sometimes people will try and get away with making you pay for things that existed before you even saw it, and MOST PEOPLE LIE about causes, never believe the man who says he didn't download that dodgy piece of anti-spyware that is actually the problem if HE ASKED YOU to remove some spyware, or the guy who says the power-button is stuck and when you see it, the computer won't turn on because the power supply is bust.

As I say, was doing this for many many years, many stories, many weird customers, many weird clients, many weird colleagues (and since that includes defence, some even armed!), plenty of experience in all sectors of IT, I'd be glad to share my experiences since I have no interest whatsoever of ever going back to home/business repairs as a self employed contractor, not to put you off, but its just not really worth the hassle, it sounds amazing on paper and everyone has a computer these days, but what they want and what they 'think' is wrong to what we know is wrong and what we know they need are two very different things.

Like so many others have said, the time vs. cost benefit isn't exactly model science, many customers blame you for things they did, speed is subjective and sometimes incorrectly measured (i.e. you fit a new processor and they want you to fix it free since their 128Kb modem is still not showing their knock-off YouTube movies on their integrated Intel chipset g/card in IE 4 in real-time), and customers are rarely right, half the time, they are rarely tolerably human or understandable.

Selling items in this day and age, where everyone knows someone who can suggest what they need is getting slightly moot - most people will buy online and attempt to crack it in themselves before they come to you with a smoking case of rubbish and wonder why it cost £200 to fix a problem (i.e. a new PC) with a £4.99 modem they bought on Ebay. Also, new PCs - Dixons group for example used to make 3% on the sale of the PC, thats why they sold other items like insurance alongside, it wasn't the computer they made the money on. People are so pestered by these adverts for a PC for £299 that they expect you to match it and most people will mark up a computer, AT THE LEAST by 18% (recommended minimum for markup resale) if not more (Alan Sugar recommends at least 100 these days don't he?). People don't realise these laptops free with broadband aren't the best, or even that AMD makes chips that are just as fast as Intel but they'll ignore the fact you're selling them a PC that's twice as fast as the one on the advert, won't set their knees on fire if they DO put it on their lap even if they're not meant to be (see another customers are stupid), and it suits their family lifestyle and requirements better. They'd rather pay the £299 for a pile 'o crap because it as a free printer that the ink for is £99.99, and comes in 5ml carts.

I LOVE IT, I enjoy helping people too, its in my nature to be friendly and helpful, but rarely when you start charging for your expertise, does it end up being friendly anymore.

ejsaunders

Sorry it was professional indemnity insurance I was thinking of, not liability insurance, I'd just been reading something concerning limited companies when I posted and they merged in my mind.

IT_nerd

Great post, ejsaunders!
But I disagree with what you said about schools. They're a real money spinner.

motorguy

IT_nerd wrote: »

Great post, ejsaunders!
But I disagree with what you said about schools. They're a real money spinner.

And you know first hand because....?

Grade_A_Reject

I've enjoyed reading this thread especially pgilc1's postings. I dabbled a while ago and to be honest it was more trouble than it was worth. As has been said joe public expects 24/7 support if they buy a system from you and expect you to fix it when the £1.99 bargain bucket game they have bought won't run. ....or the old lady who phoned up in a blind panic saying she'd clicked something and "lots of things had happened".....a trip out later revealed that she'd opened control panel.

Norton Ghost or similar can be a godsend. If they mess things up you can put it back to exactly how you left it.

IT_nerd

I second norton ghost. I usually make an image of every different machine I encounter. But I support a lot of the same machines with lots of the same software.
So a reimage and a newsid run later and it's all ready to do again.

nrg13

I've been trying to get a computer repair business running - I was an IR35 contractor previously so have a LTD company already set up.

Reading the above posts nudged me towards getting a small ad in the classifieds section of the free local paper (Guardian) which ended up being £40+vat weekly.

How long should I expect to wait before responses? Should I keep running the same ad until I get a bite?

Thanks all,
nrg

ejsaunders

I would probably, if I won the lotto, go work at my local schools for free, purely because I enjoyed the challege of working at schools, but I would disagree that they're a 'money spinner' if your local one has an IT bod in-place. The first job I got after the IT Manager was at a school as their network manager and eventually ended up in charge of the budget and all sorts, purely from being on call at the local IT shop who sold them some network cards at £40 a pop (they were 10 squid trade, so...)

Its good, and fairy snuff, send round some leaflets particularly for things schools use a lot, but most schools have a lot of rigmarole to go through to buy stuff unless the person you're speaking to is in charge of the IT budget, and then, its still hard for them to pay you sometimes.

I find that the local schools these days (still get calls asking for advice after 8 years lol) have IWB (interactive white boards) or projectors and they get really dusty, so offer to do a clean and service in the holidays, make everything shiny again - this has a positive effect for the school too. For some reason, kids tend to break computers THEY see as old, and for some reason, cleaning them, replacing keyboards or mice, and so forth, make them think they're new again and it stops vandalism and in-class attention increases. Selling point? Maybe.

ejsaunders

nrg - I'd say run it for a month, have a month off, people switch off after a while, or put something in the advert that is a unique price or selling point (i.e. customers love bargains, particularly in a recession, if you can offer something for 'free' then they're more likely to buy from you). Try and make the advert stand out, by using white on black for the advert titles, or make the important parts like phone, etc in a large and legible typeface. People tend to ignore clean cut, boring ads that are in Roman-style fonts, and like qwerky (but NO KURLZ or however its spelled please) and rounded fonts.

Do posts for local shops, send flyers to local schools for things like laptops (most kids buy laptops these days and TBH most parents do to), cheap wireless connectivity, wireless repeaters, cleaning services, etc.

Have business cards printed up and put it somewhere like Weatherspoons on their noticeboard, or ask to leave them in newsagents or such.

nrg13

ejsaunders wrote: »

if you can offer something for 'free' then they're more likely to buy from you

Thanks for the advice - I have just gone for a text classified ad at the moment, but mention in the ad I offer 'FREE telephone support for all customers' (I can see this offer being withdrawn if I'm oversubsribed, but to get that initial call it might be worthwhile)

I've had some success with door-dropped flyers, so am about to get around 10k printed, and run these in a different area to the newspaper ad to compare response rates for similar expenditure (including my/3rd parties charges to deliver)

Bit anxious as although i have a fair bit of cash to spend on this, I don't want to end up £1500 down with no (additional) customers!

What has been the general response rate from newsagents window ads? These are about £1.50-2.00 a week in my local area (so could have the ad in 20 shops for the same price as that one newspaper advert!!)

Thanks for the advice again,
nrg