Author Archives: Dave

How much to charge for computer repair - Start Your Computer Repair Business

How Much to Charge for Computer Repair Part 2 – Flat Rates

This is the second part on How Much to Charge for Computer Repair.  See part 1 here.

Bid/Estimate – Up-front Pricing

This is where home user clients come into play (although I have using this pricing model with business clients).  In my experience, home users like to have an upfront price.  They call and want to know what the final price will be.  Because I usually bill by the hour, I give a range of time I think it might take – say 2-4 hours to remove a virus.  But, it’s hard to give them a price over the phone without seeing the computer in person.  And sometimes all they’re looking for is a diagnosis.

In this case, I charge a $99 service call & diagnosis fee.  This covers my time and fuel it takes to diagnose the situation and give the client a better idea of what it will take to resolve their issue.  This is a diagnosis only!  After that, I can give them a solid price.  This is based on what I discover while diagnosing and a “suggested” set-price list I use.  This price is subjective and is based on my skillset alone.  If I’m not entirely sure I can get the job done as fast I’d like, I may raise the bid price.  The more complicated the issue(s), the more you might have to charge.

This does a few things for you.  One, this gives your customer a good feeling about you performing work on their PC – they know it’s a “set” price.  Second, you can basically raise your hourly rate if you can efficiently solve their problem in a shorter amount of time.  With bid pricing, you can make more money in an 8 hour workday than you would with hourly rates.  One reason is because you can combine multiple services into one flat-rate service call.  When I combine services, I discount the services as sort of a package deal.

Here are the pricing guidelines I use for on-site service (includes trip fee):

Virus and Spyware Removal

  • Troubleshoot affected computer
  • Complete Removal of Viruses, Spyware, Malware, etc.
  • Repair related issues (boot problems, blue screens)
  • Verify anti-virus software is installed and updated (install if nothing is already there)
  • Install important updates
  • Verify PC is in working order – and suggest additional repairs/upgrades and preventative maintenance
  • $299

Computer Hookup

  • Setup one PC or Mac computer for your use (including monitor, keyboard, mouse and speakers)
  • Verify you can access internet and setup one email account
  • Install and configure one external device – printer/scanner/external hard drive (hardware not included)
  • Install one software package (software not included in price)
  • $199

Computer Tune-Up

  • Clean up temporary files including (internet and system temp files) using specialized software
  • Verify anti-virus is installed and updated
  • Disable unneeded/unwanted startup programs to speed up boot time
  • Clean dust from inside PC
  • Verify PC hardware is functioning correctly per your request
  • $199

Data Backup and Transfer

  • Transfer all data from your old PC to your new PC (programs not included, must be installed and software discs provided by user).  Includes documents, pictures, music, favorites/bookmarks, email)
  • Backup data to external hard drive or DVD (up to 9GB on DVD, hard drive not included)
  • Configure data backup schedule to external device (additional backup software may be extra)
  • Optional – Off-Site Data Backup setup.  Schedule your important files to be backed up online to our secure server.  Setup fee and monthly fees extra.
  • $199

Email Setup

  • Setup and configure one existing email account on a computer or mobile device
  • User must have password available
  • Working internet connection is required
  • Troubleshoot existing email account
  • Service includes setup and repair of email client if necessary
  • $199

Operating System Install (this is a tough one, hourly would probably be better)

  • Install one operating system on a working PC – client must supply disc and valid license key
  • Install drivers
  • Install critical updates
  • Test
  • $299

Printer Setup

  • Setup, configure and test local printer (client supplies printer and necessary cables)
  • Help with any questions you have
  • $199

Printer Maintenance and Troubleshooting

  • Troubleshoot printer problems (page feeds, ink lines, etc.) and clean if necessary
  • Local, network or wireless printers
  • Suggest parts or additional repairs if necessary
  • $199

Software Install

  • Evaluate software system requirements and your PC specs
  • Install updates to software if needed
  • Create desktop shortcuts
  • Software not included and must be provided by client
  • $149

Wireless Network Setup

  • Install/Configure wireless router – secure wireless signal from intruders
  • Install/Configure wireless devices – PC, laptop, TV, game console, etc. (up to 3)
  • Secure network
  • Add an additional device during initial setup – $49
  • Add device after initial setup – $79
  • $149

Of course, bidding has risks.  A virus removal call or printer setup could turn out to take a lot more time than anticipated.  If you know your skill level and can assess the situation appropriately you can minimize the risk.

If the problem turns out to be much easier than I initially thought, I sometimes switch back to my hourly rate to save the client some money.  I don’t always do this.  It depends on the client and the situation.

Another thing that comes into play here is combining services.  For some business owners this can be difficult because it means asking for more money or “up-selling”.  If you see an issue that clearly needs to be addressed (security problem, updates, lack of backup or anti-virus, etc.) you should let the client know what it will take to fix the problems and let them decide from there.  Once again your pricing can be flexible as you see fit.

This is simply a guideline – you can adjust the prices, add services, and combine others – whatever works for you and your business.

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Why Start a Computer Repair Business?

Why Start a Computer Repair Business?  Everyone will have their reasons for starting any sort of business.  I started mine for flexibility – more time to be with my kids.  A life changing event made it necessary that I be more available for them.  With my 8 to 5 job this wasn’t possible.

Another reason was money.  At the time, my paychecks at my job were being delayed 6 weeks or more because of cash flow problems at the company I was with.  Like anyone else I had bills to pay and this wasn’t working.

The delayed paycheck problem had been going on for over a year.  This helped condition me to managing my money much better and I believe it helped me a lot when I started my business.

So here are a few reasons for starting a computer repair business.

Reason #1 – Extra Income

You don’t have to quit your job to start your computer repair business.  If you can manage it well, you can easily make extra money on the side.  I did this before and during my full-time tech job.  I typically worked a few evenings a week and some Saturdays.  My salary from my job plus the income from my own clients helped a lot.  Plus I was able to continue to build up my client base.

When working directly for the client you can charge what you feel you’re worth.  You need to charge enough to cover your “overhead” (gas, vehicle maintenance, insurance, telephone, etc.) and make money on top of that.  Too many times I see people have way too low of a rate and end up upside down on services calls – it almost like paying the client to do work instead of the other way around.  But done right, you can have extra money to save for a vacation, replace that leaky dishwasher or pay down credit card debt.

Reason #2 – Flexible schedule

Like I said earlier, this was a big one for me.  Being able to schedule service calls at my discretion helped me manage the rest of my busy life.  I was able to take care of my kids when they were sick, pick them up from school, attend school functions, etc.  All stuff I couldn’t do, or was very difficult to do, when working a normal 40 hour per week job.  So I quit and starting working for myself full-time.

There will be some cases where the client will need work done a certain day and at a certain time and they won’t have much flexibility.  Usually, though, you can work with the client to setup a time that works best for both of you.

It’s nice to, every once in a while, take a day off in the middle of the week.  Or plan an extended weekend.  Sometimes I’ll take the day off and work in the evening.  Having the choice to do this is great.  But if you want to work 80 hours a week and really get your business going you can do that too.

Reason #3 – Run your business they way you want to run it

Have a great marketing idea?  Want to raise rates?  Is your website stuck in the 90’s?  Well, you can do something about it!  I’ll have to admit, it’s nice to be the boss in be in control of what your business does and how it looks.  The IT repair shop I used to work for still doesn’t have a website.  That’s something that really bugged me.

Another thing was the way invoicing was handled.  They only billed every 6 to 12 months!  That hurts cash flow in a huge way.  But, as an employee, I had not control over it.  Now I have a set billing method and keep a close eye on my accounting – and my website, marketing and everything in between.

These are just three reasons for starting your own computer repair business.  I started my business part-time and recommend doing it that way.  This gives you time to get enough clients to support yourself, if and when, you decide to go full-time.  Of course, you don’t have to quit your job.  A part-time business could be great thing.

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Setting Up Your Computer Repair Website - How to Start a Computer Repair Business

Setting Up Your Computer Repair Business Website

Getting online with a website for your computer repair business is a must.  I’m always surprised when I meet a computer consultant who either doesn’t have a website at all or has one, but hasn’t updated it since 1999.  Clearly their way of getting new business doesn’t include a website, which is fine, but I think they’re missing out on potential business.

All of the sites I have for myself, and what I recommend to all of my clients, runs on a platform called WordPress.  WordPress is a free, open-source Content Management System.  It’s extremely flexible and expandable.  It uses “Plugins” to further enhance its already great features.  There are hundreds if not thousands of plugins available you can install to easily add new features to your WordPress site.

Another great feature of WordPress are Themes.  Themes are what makes your WordPress site look the way it does – where the menu is located, the header, footer, the colors, etc.  While some themes can be downloaded and install free of charge, there are paid themes as well.  Also, themes are highly customizable.  You can have a completely custom WordPress site if you want.

The first step is to purchase a domain and web hosting plan.

Go to Blue Host right now to get your domain and hosting plan.

For only $6.95 per month, you will get an excellent hosting provider with first-class customer service – it’s an inexpensive yet important investment.  I have used them for my own sites (and various sites for clients) for about 5 years and have had a great experience with them.  Their customer service and reliability have been great.

With only one hosting plan you can have multiple domains and websites.

On Blue Hosts’ homepage you can search for available domain names.  Once you’ve found one that’s available you can purchase it and reserve it for your business.  While you’re there, add on a hosting package.

Here are the steps:

1 – Purchase domain name.  Try to get a .com.  The next best domain is a .net.  All of the domains I have are .com.  I stick with .com domains because they are typically more search engine friendly and many people assume I’ll have a .com domain name and use that when searching for my site.

2 – Sign up for a hosting account.  A domain name probably won’t do you much good if you don’t have website for people to see.  BlueHost makes it very easy to install WordPress so that you can use it for your site.

3 – Once signed up, Blue Host will require you to create a password for your account.  Once you’re finished with that click on “CPanel” in the blue menu bar.  CPanel is where you will manage your website.  From there, click on the blue WordPress icon.  This will bring you to a page where you can setup WordPress.  Simply click the green “Start” button to install WordPress.

4 – When WordPress is installed, you’ll be able to access your site by typing in your domain name in the address bar in your browser.  Your site will have the default WordPress theme.

5 – To customize and add content to your site, go to This is how you access the back-end of WordPress.  From here you can add posts, pages, change your theme, edit the navigation menu, install plugins, change your header/logo, etc.

Once you have your account setup, you’re ready to start using WordPress and customizing it for your business website.  Easy!

Get a Ready-Made WordPress Theme

You can save a ton of time setting up your website by getting a Premium WordPress Theme – no need to hire a designer or programmer.

The Genesis framework and premium themes from StudioPress is a great product to check out.  Everything is optimized for security, search engine optimization, mobile (responsive) design and a whole lot more.

After getting your domain and hosting account, get your premium theme and get your business online!

Next Step:  Protect Yourself and Your Business – Get Insurance

Start Your Computer Repair Business - Who Are Your Clients

Who are your Clients?

You need to determine who your clients are.  This is usually small businesses or home users and their related demographics.  I’ve found that small businesses are great clients.  I like to target businesses with 10 or less PCs (some of my clients have ~20 PCs, including the server).

While I do have a few home user clients, the bulk of my business is done with small business clients.  Small business clients know that they need specialized service for their business and are happy to pay a fair price.  Sometimes home users don’t see it that way.  A lot of them are used to having the neighbor kid work on their PC for free or at a huge discount.  This is fine, but small business clients know that they need someone more familiar with the technology needs of a small business – namely networking, servers, printer and file sharing, security, etc.

A small business client can be a real estate agent (working from home or an office), a real estate firm, appraisal Company, lawyer or small law firm, manufacturing facility, small doctor’s office, hospital, mortgage Company – anyone in business is your potential client.
The size of client depends on how familiar you are with the technology required to support and run that business.  Some small businesses don’t need a server.  They have a few laptops, a printer and DSL line and that’s all they need.  Others have an email server, multiple printers, remote users who work from home or on the road and need more attention and expertise when their technology goes wrong.

If you’re not yet familiar with a type of technology in use at a potential client’s office, they might not be the client for you.  If you are familiar, then you need to determine how much time and attention a client like that will need.  One way to find this out is with an initial meeting with them.  You can ask them their expectations, needs, etc. to get a feel for the level of service they will be expecting.

One thing I’ve seen is an IT/computer tech getting in over their head.  It’s important to know exactly what you can handle.  If you come across a potential client using a Linux server, and you have know clue how to even log in to a Linux box, let them know.  Messing up someone’s server is far costlier than simply turning down the client.

So sit down and define exactly who your ideal client is.

1) What profession are they in? (if that even matters to you)

2) How many computers, per client, can you comfortably handle?  Usually the more workstations, the more attention they’ll need.  Also, they’ll likely already have some sort of dedicated server – so be sure you’re able to take care of the server too.

3) Location – define where your service area is.  How far will you travel?  Are you willing to travel outside of your area if a job comes up?  If so, will there be an additional travel fee?

4) How much you charge will automatically filter out a lot of people.  Whom is you rate appropriate for?

I have a wide variety of clients.  I don’t really specialize in any area – I’m more of a “jack of all trades”.  The family doctor as apposed to the podiatrist (the foot doctor).

But specializing is a great way to go.  I know someone who has a small IT firm that only takes care of doctor’s offices.  Everything from their name to their logo says it.  They know exactly who their target client is.  Plus, they are very familiar with all of the technologies doctor’s offices use.

Other guys only serve law firms – they usually have software and systems you only see with lawyers.

When it comes to my rates (what I bill per hour or service), I never lower them.  What I charge is set in stone.   If a client says I’m “too expensive” or “more then than my last computer guy” – and they don’t want to pay my rate – they’re not my client.  My clients who do pay my rate know that I’m worth it and don’t have any issues with it.  Lowering my rate is the last thing I want to do.  My work experience and the amount of time and money I save my clients more than justifies it.

It’s good to get this figured out before heading out and getting clients.  Keep in mind your availability (if you’re doing this part-time, when can you see clients?  Weekends and evenings only?) and your skill set.

If the potential client isn’t a good fit, to be afraid to turn them down.

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How to Remove a Computer Virus - Start Your Computer Repair Business

How to Remove a Virus

Virus-PCViruses are a huge headache!  A computer infected with a virus (or malware, spyware, etc.) is something I see often and can cause major problems – everything from slowing your computer to a crawl to taking over your web browser or even your whole computer.  Removing a virus infection can seem like a monumental task.  This is a quick guide and one (of the many) ways I like to remove a virus from a computer.


The first thing you have to do is run a full virus scan (you do have virus protection right?!).  I recommend using avast! anti-virus, it’s a great product.  If you don’t have anti-virus software installed get some installed now!  You can get avast! here. This is an affiliate link and I do get a small commission on each sale.


If you already ran a virus scan and it didn’t fix your problem, you’ve probably come to a point where you need a little more help.  The best way, I’ve found, to tackle a virus in Windows, is to first:


1 –  Boot into Safe Mode with Networking.  To boot into Safe Mode with Networking, restart your computer.  As your computer restarts press and hold the F8 key on your keyboard.  This will bring you to a black screen called Advanced Boot Options.  Choose Safe Mode with Networking.




2 –  After in you’re Safe Mode I head over to Bleeping Computer and download Combofix.  This is a great, free tool to use on badly infected computers.  Combofix is probably the number one tool I use when tackling bad virus infections.  If you have anti-virus software installed, Combofix will warn you that you have to disable it before continuing.  If after disabling the anti-virus software, it still warns me, I’ll go ahead and uninstall the anti-virus software (the PC is already infected, so it won’t make any difference taking it off!)


Combofix will go through about 50 steps before rebooting and finishing up.  Let Combofix run all the way through and don’t turn off the computer or use it until it’s done.  Bleeping Computer has a guide to using Combofix here.


3 – At this point your computer should have rebooted.  After Combofix is done running and cleaning the infections be sure to install and/or update your anti-virus software and run a full scan.


DenverComputerMechanics - avastPro


4 – Next, download and run Malwarbyte’s Anti-Malware PRO (affiliate link).  Choose “Perform full scan” and click the “Scan” button. This will usually find what’s left lurking on your system.  It might take 20 minutes to an hour or more to run, depending on how many drives you have and how much data you have on them.  Malwarbyte’s Anti-Malware tends to do more of a “deep” scan of your drives and files and is a great tool to use.




5Be sure your firewall is turned on.  Windows has a built-in firewall and it works great.  Firewalls help keep intruders out of your computer.  Here’s the link to Microsoft’s site for more detail.  To check it’s status, click Start (or in Windows 8,while at the start screen) and type “windows firewall”.  Click the Windows Firewall icon to check the status.


Denver Computer Mechanics - Windows Firewall Start Menu



That’s it – your computer should be virus-free!  Make sure you have antivirus software installed, Windows is up to date, your firewall is turned on and you practice safe web browsing to stay clear of viruses in the future.

Your Computer Repair Buisiness – First Steps

What is the first step in getting your business going?  You may think it’s getting a website built, printing flyers, buying a new desk and chair, upgrading your computer and getting that new smart phone you’ve been wanting.  All of that, in my opinion, is wrong.

The first step is to tell people you’re in business.  Worrying about all the details will only delay you and cost you a lot of unneeded expense.  You don’t need any of that to go out and start working.  As long as people know, you can be in business.

A quick email and an announcement on social media networks to family and friends (or any other contacts you might have) informing them that you’ve gone into business is a great first step. 

The second step?  Get business cards.

Business cards are the number one tool to getting new clients.  You should always keep cards in your wallet and in your car.  Keep your business cards easy to read and straight-forward.  You don’t need a fancy business name or colors.  All you need is a card with your name, email, phone number and a list of services you offer.

When you list your services on your card, be sure to use language non-techie people will understand.  Be sure to list ALL of the services you offer as well.  You’d be surprised how many times I’ve heard “Oh, I didn’t know you removed viruses…I thought you just fixed computers.”  Well, to me fixing computers includes virus removal.  But “fixing” can mean something different to everyone.

When I first started out, my business card was terrible.  The first problem was my business name (more on that later).  Everyone confused it with a large cell phone company!   So when people first heard the name, they immediately thought of cellphones.

The next problem with my business card was what I had listed as my services – “Virtual Private Networks” “Data Backup” “Remote Computer Assistance”.

We had to explain each one to clients and potential clients.  No one cared about VPNs.  Data Backup could mean a lot of different things (to me it meant that I have my own data backup server and service, and you should use it!) and Remote Computer Assistance was confusing as well since this was before all of the remote desktop sharing services – it was another item people were clueless about.

My cards have changed over time and are now MUCH more clear on what my business is and what services I offer (in plain English of course).

So those are the first items to check off your list when starting up.  I have seen plenty of people spend months picking out a name, looking for office space, upgrading all their electronics, setting up their website (still important!), etc. all before they have even ONE client, let alone work performed they can bill for.

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5 Customer Service Tips for Computer Repair Business Owners

Owning a computer repair business means not only knowing how to fix and repair computers, it also means making sure you client’s are happy.  Too often this gets ignored and these tips will help you grow your business.  They’re not hard to do and once you get into the habit of doing them, you’ll see great results.

Tip # 1 – Always return phone calls and email messages in a timely manner. 

It seems like such an obvious practice, but I’ve added people to my client list because of this very reason.  “I called my computer repair guy last week and haven’t heard from him – can you help me?!”  Because I respond right away and take care of their issues when needed, I reap the reward.

Tip # 2 – Never argue with a client

This is a losing battle.  If you want to prove you’re right, you might do it at the cost of losing them as a client.  That doesn’t mean they’re always right and you’re always wrong, but there’s no need to get into this back-and-forth.

Tip # 3 – Show Genuine Concern

Treat clients how you would want to be treated.  Be interested in what they have to say.  Show them you care about what’s going on with their situation and want to help them.

Tip # 4 – Smile (even if you are talking to them over the phone)

Tis a huge one for me.  No matter what kind of mood you’re in, be sure to smile big when talking with a client.  It will definitely come through over the phone (and of course in person too.)

Tip #5 – Be a good listener

People need to be heard.  Sit back and let them do the talking.  Then take action on what they say and show them you were actually paying attention!


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Starting a Computer Repair Business

In today’s world of ever-changing technology, the need for individuals that can help with installing software, upgrading hardware pieces and even protecting your system from network threats is increasingly important. The skills of those in the computer-related industry can vary significantly, depending on the current trends, working knowledge and training. If you have an interest in computers, you can look into starting a computer repair business of your own.

There are many avenues you can look into when starting a computer repair business. The two significant areas include software related problems and hardware issues. Often you will need background knowledge in both areas in order to be successful. Training is essential for both software and hardware aspects of the computer repair business. While you can obtain training at local schools, you will need to continue to brush up on current market trends, software updates and the latest gadgets in order to remain current and available to your clientele.

The great thing about starting a computer repair business on your own is that it can work around your schedule. If you already hold a current job or attend school and want to make money on the side, you can schedule appointments around your current busy schedule. If you are not working you can make yourself available when others cannot. The possibilities are endless for your business. It will grow due to what you put into it, so remember that when first starting out you will need to put forth the effort to build your business so it will be successful.

One of the most important advertising tools for starting a computer repair business is the Internet. Use your own computer to your advantage and post your credentials and what you can offer clients on several places online. Classified advertisements, blogs, local newspapers and even community posting boards are great places to start spreading the word about your business. Be sure to saturate the market with your business name and number so you get the word out there for those looking for you.

Word of mouth is a great tool for advertising when starting a computer repair business. Be sure to go the extra mile for your clients and let them know that referrals are important to you and even offering discounts for referrals can land you more clientele. Often individuals will ask friends or family first when looking for services and you will want to be the first person that they talk about when someone asks for computer repair help. You want your business to have great reviews from your clients, not negative ones. If there is ever a problem with a client, be sure to rectify it as soon as possible and offer what you can to make amends so that everyone is happy.

Remember that starting a computer repair business can be hard work, just as any business is. You will need to put in the time and effort in order to make your business thrive and be successful. Do not despair if it takes a while to get a clientele base, building a business takes time; just think about why you are starting a the business and how you want to help others with your knowledge and training.

Delivering Great Customer Service

When Starting a Computer Repair Business – Delivering Great Customer Service is essential! Otherwise, you are just wasting your time and the business won’t be successful. You may have plenty of knowledge about how to repair computers, but if you don’t treat people well, they aren’t going to turn to you.

Delivering great customer service is going to help you with your computer repair business. People are going to come back in the future if they are treated well. They will also refer to you to their friends and family. As a result, you will get more work than you ever imagined! Here are some tips to ensure you are delivering great customer service every single day with your computer repair business!


Always be friendly to your potential customers. Think about the impression they get when they call, email, or walk in that door of your new computer repair service. They may be frazzled because their computer is not working like it should. They should be greeted warmly and promptly. Listen to what they need and then offer a solution.


Most people turn on a computer and expect it to perform what they need. They take for granted all that goes on behind the scenes – until the computer has an issue. That is where you come in to save the day with your knowledge. Share information with potential customers in terms that work for them. They don’t want to hear all of the computer lingo. They want to know what you can do, how long it will take, and what the cost will be.

Free Estimates

With a computer repair need, it is understandable that you aren’t always going to be able to identify what the problem is without exploring the device. Offering free estimates is a great way to deliver exceptional customer service. This will also increase your business too because most people will have you do the work once you give them the estimate. That estimate should include what is wrong, what you will be able to do to fix it, and the cost.

Quick Turnaround

As your computer repair business grows, make sure you have plenty of help. Hire someone to take care of customer service. Hire an extra hand or two for repairs if you are getting volumes of business. Offering a fast turnaround time is going to make customers very happy. For many people, losing the use of their computer for even a day or two is difficult. They certainly can’t be without it for a week because you have a backlog of work to take care of.

Flexible Hours

Not everyone works from 8 am to 5 pm Monday through Friday. Being able to offer some flexible hours goes a long way in the customer service department. For example, try to be open early in the morning and later into the evening by at least an hour. This will allow customers to drop off before work and pick up after work. Try to remain open during the lunch hour too. This means staggering lunch times for staff rather than everyone being gone at the same time.


If possible, consider offering pickup and delivery services. This will be very useful when it comes to your business customers. It can also be helpful to those that are disabled, the elderly, and to parents with small kids to tote around with them. Perhaps you can provide onsite mobile service. This means repairing the computer at their home or office rather than them coming to you. The more options you can provide, the better they will feel your customer service is.

Fair Pricing

Take some time to carefully set your pricing when it comes to your computer repair business. It makes sense that you need to charge enough to cover your overhead and to make some profit. However, if your prices are too high, you can lose out to competitors. Try offering coupons for first time customers or other discounts.

Pricing for this type of business often depends on the amount of time it takes to get the repairs done. Be honest with customers, and don’t increase that cost when they come to pick up their computer. Earning a reputation with customers as being very honest is going to create longevity for your computer repair business.

How to Deal with an Angry Client

In any business you are going to come across challenges.  One of those will be angry clients.  Learning how to deal with them is a skill anyone running a computer repair business must learn.  Here are some tips.

1 – Try to understand

Put yourself in their shoes and try see it from their point of view.  This problem might seem minor to you, but could be huge for them.  Understanding where they’re coming from and why they’re upset will help you to better understand the situation.

2 – Listen. Don’t Hurry Them.

Don’t interrupt and try to solve the problem immediately.  Don’t argue with them and try to not let anything else interrupt the conversation – give them all of your attention. 

Ask them to show you exactly what happened and what’s going on – “Please tell me why you’re upset” or “Let’s see what happened here…”.  Show them that you are trying understand their situation and what the problem is.  Be patient with them and allow them to explain their concern.

3 – Watch what you say

Stay calm and don’t talk down to them or belittle them.  Don’t turn this into an argument. 

4 – Apologize

Seems easy enough, right?  You’ll be surprised how hard this is for some.  This is an important step to do and can easily change the mood quickly.  “I’m sorry this happened and I will take care of it”.

5 – Offer a solution and follow through

Now that you understand what the problem is and how the client wants it handled, time to take action.  Come up with a plan how to best handle their concern.  Explain to them what you plan to do how this will solve the problem.  If you can do it right away, great.  If not, give them a game plan and the steps you plan to take and start working on the solution.

6 – Follow up

Be sure to call them or send them an email.  Even if you think the problem is solved and there’s nothing left to do.  This will go a long way, especially if it turns out something still isn’t quite right.