5 Types of PC Repair Clients
When it comes to computer repair (see my guide to it), you can expect a wide array of customers. Knowing them, identifying them, and then dealing with them can save you a whole lot of time and money, and will let you build a client base which will provide you value for years to come.
I’ve found 5 main types of clients which have distinct personalities and approaches, apart from your regular client.
The little old ladies
Who they are
These are the oldies who pay well, are easy to deal with, and will often give you free cookies/pizza/drinks as part of the deal. They are usually clueless about computers as well.
How to deal with them
- Accept the free goodies!
- Make their computer “just work”, and keep them on a need-to-know basis. No need to go about explaining any terminology or anything about computers. Just backup their files, and set up their email and internet with Ubuntu (chances are they won’t need to use anything else). Don’t even bother explaining to them what Ubuntu is – just say that I set up the computer for you. They’ll be glad it just works, and probably won’t care anyway. Of course you should only do this if you know that they don’t need the computer for anything else.
The family
Who they are
These are the type that will come to you saying – “My kids installed lots of games on my computer and now it’s slow. What do I do?”. The most common type of fix you’ll be doing is a full reinstall – not just for families, but for any computer, . Family computers are the hardest computers to reinstall an OS on, because they usually have plenty of files, and use other programs beside email/internet/office. This means that if are doing a reinstall, you have to make sure that you reinstall their former programs, restore their files, etc.
How to deal with them
- Save a GHOST image of the computer before you do a reinstall. Although this should be your standard practice before reinstalling any computer, it is especially important for family computers. Chances are, different family members have different locations for their files, and one family member may not know that the other had some critical files somewhere. Having a backup of a client’s computer can save your life often.
- Make it clear to the client that they will lose everything once the reinstall is done. If they have some software/files that they need, tell them that they must have valid licenses, and it is their responsibility to backup and/or reinstall them – or – do it for them and charge extra. Make it extra clear that you are not some sort of free software department, and you will not provide any of the licenses or software to them.
- Suggest free and open source software alternatives where appropriate.
The relative or very close friend
Who they are
These are people with whom you value your relationship with, and will often expect free or cheap computer repair.
How to deal with them
- Do free or discounted work for them – proportional to your closeness of relationship.
- Make them understand the amount of work that you are doing.
- If you really want them to pay, act like a business man when doing your repair work. Wear business clothes, show your business card, talk business, and make it seem like they are receiving professional service. They will automatically understand that they have to pay something. This will likely avoid awkward situations. When they offer payment, pretend like you were going to do it for free, but accept the payment anyway. This will help them appreciate your time.
The business man/woman
Who they are
These are your corporate customers and business owners.
How to deal with them
- I probably don’t need to say this, but be very professional. Wear your business clothes, and do everything in a professional manner.
- Deal with them like an IT consulting firm. Corporate customers are an extremely valuable asset in your client base. They will likely provide you with business and good cash for a long time to come. Aside from your normal repair work, offer free and paid consulting, assuming you have the knowledge. This will make you a valuable asset to your client’s company, and he/she will continue to ask you for advice, ask you to set and repair stuff, and you can continue to invoice everything – because it’s a business!
The rip-offs
Who they are
These are the people who will try to avoid paying every penny they can, make up nonsense to blame errors on you, ask for software, and call you everyday for every little problem they have – expecting you to do everything for free or ridiculously low prices.
How to deal with them
- Identify and ditch these customers at an early stage. These are the people who will cost you in the long term.
- Show them this video.
- Start invoicing their calls. This will likely scare them away…
- If they are unsatisfied with the repair job, blaming every error on you, offer to restore their computer to the previous state with your GHOST image and refund the money and cut the deal right there. This will likely make them think.
Any client horror/success stories and tips on how to deal with them? Share in the comments!
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About Me
This is not just a technology blog, but a technology blog with a twist. I try to focus on quality news and content, combined with insightful commentary. Surf & subscribe!
I also do remote computer repair via CrossLoop.
Hi ,
I a local PC Repair Guy in a smallish sized town in Irlenad. I must say , your articles were great to look at. Thanks for the tips and the laughs !
The rip offs made me laugh, i had a client who wanted 12 computers formating and set up i.e. drivers, software, updates, etc,etc i gave him the quote and he said ill give you £15 a computer
If they were all the same machines and not needing a backup thats an average price. Couple of hours to make an image, couple of hours to image them all, hour to change names and ids etc.
£36 an hour.
Not great but not terrible
hey some nice tips on how to avoid unwanted clients…thanks :)