What is Digg?96 Comments
- OutcastJiob, on 10/12/2007, -3/+44I'm blatantly abusing the reply function paste the article text up at the top so you don't have to scroll all the way down the page to where it was originally posted by cheeseboy001.
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Become Indispensable!
If you've met some of the people that repair computers for a living, you might be shocked at their diversity of knowledge, experience, and behavior. Some are hands-down great technicians, but many seem like unprepared and ignorant kids who you wouldn't trust your toaster to, let alone something as critical to your life or business as your PC.
An outstanding technician is one who with professionalism and courtesy solves all the problems a user has without introducing new stresses or worries. These tips are written to aid technicians in following a path that is bound to put them above the pack and become indispensable to their clients and business. Every one of these tips can be taken as a matter of habit and will certainly boost your confidence as a technician and the money you bring into your business.
1) Never panic.
Don't respond emotionally if you do not understand a problem. Never scratch your head and act worried. If you don't know what something is, it's okay -- you can figure it out. Part of being a technician is being excited about discovering and solving new problems. If you fear or stress over repairs, you're simply in the wrong line of work.
2) Be professional.
First and foremost, show up on time. If you're going to be 5 minutes late to your appointment, call the client and let them know. I once received a $20 tip because I called to let a client know I was running 3 to 5 minutes late. Before I arrived I debated whether or not to call, but the client stated specifically this was why he tipped me. Being professional means dressing nicely, taking a shower, spitting out your gum, and not using foul language. Think of it like you're going to a job interview because every service call is essentially just that. If you want the client's business now and in the future, you should be as professional as possible at all times.
3) Remember their name and give them yours.
Introduce yourself with a strong handshake and say, "Hi, I'm Dan, nice to meet you." (with your name of course and preferred greeting). Most clients will respond with, "I'm [insert name here], nice to meet you, too." Being social does not come naturally to most computer geeks, myself included, but it's something you should constantly work to improve. Consider it a privilege that you're meeting so many new people monthly and that this is just one of the cool aspects of your job. Remembering the names of every person you meet may seem difficult, so make it a habit and work on it daily. Write them down if you have to – they are that important!
When a client gives you, some stranger, the name of their kids, friends, or anyone else, they think you're important enough to meet these people and know their names. Also these people are important enough to your client to introduce them to you – and many may become clients later simply because you've been introduced. Remembering every name is a surefire way to top-of-the-line service that nobody in town can rival.
4) Don't be afraid to call in for backup.
If you can't diagnose a problem, search the Internet. If that doesn't work, phone a friend. Ultimately, people really only want to see their problem fixed by whatever means necessary. While they may be impressed by your recall ability of every computer problem ever encountered, they will be infinitely more impressed when you fix the issue correctly.
5) Have your tools ready before you arrive.
A good technician can squeeze by with only a few tools. I carried a notebook bag with a decent notebook, a flash drive in my pocket with some basic tools, a couple diagnostic CDs for running hard drive and memory tests, some paper, pens, blank CDs, and so-on. If you've been a technician for even a few days, you should know basically what you need and don't need. Bring memory everywhere you go. You'll be shocked how many people don't have enough RAM which makes for a quick add-on sale and high customer satisfaction. Bring all the tools you require into the house. You should really only need to go back to your car for specific hardware replacements or upgrades.
6) Ask plenty of questions.
Don't be the diagnostic wizard and try to figure out everything yourself. A few quick replies from your client can solve a lot of headaches. Here are a few generic questions to ask: When did the problem start? Was anything changed since the problem began? What are the symptoms or error messages you're seeing? How do you get around the problem? Have you had any other problems in the past you would like to fix? Would you like to know how anything else on your computer can be upgraded or improved? Do you want your computer to do anything it currently cannot do?
7) Write down all problems and check them off as you fix them.
When paired with your geek mind, paper and a pen are about the most useful tools in your arsenal. Write down all the answers to the questions you've asked (see #6) and begin connecting the dots. Write possible explanations for each problem. As you begin the repair, write detailed steps you plan to take to complete the repair (backup pictures, install hard drive, install operating system, reinstall drivers, install Quickbooks, etc.). Cross out the steps as you complete them. Verify that everything works with the client before you leave and show him what you did (See #10). This is much easier with written notes.
8) Formatting is never an option.
Well, almost never. Formatting to fix even a moderate software problem is a very irresponsible move. People might say they have no critical data (or only photos, for example), but they probably installed plenty of codecs, web plugins, and other things that they use daily and take for granted. They may have customized the fonts, the desktop settings, the shortcuts, theme, and more. Formatting when facing crisis is the sign of a rookie technician. Try your best to fix the problem correctly, researching if necessary, and only format if you're certain there's no other way or the repair would take several more hours without formatting (which is usually not the case). If you must format, make a huge list of everything the client uses daily to be sure that no issues are presented later when it's too late to recover.
9) Answer any questions they have and let them watch you work if they want to.
Sometimes clients would ask me tons of questions while I work. I'm an excellent multi-tasker as most computer enthusiasts are, so I don't mind. It's fun for a non-techy person to watch a real technician dig into their PC and troubleshoot it. If you're doing a good job you should be proud to show them. Avoiding a client's questions is a sure way to lose repeat business and satisfaction.
10) Leave detailed job notes and a receipt.
Using your notes, reconstruct what you did for every step of the repair. Outline specifically what was replaced and why, to avoid issues later. Write a section in your notes for recommended actions a user could take to avoid the problem later. If you recommended additional hardware or services, mention why, the benefits, where to buy it, approximate cost, and so-on.
Add your e-mail address or phone number so the client can contact you personally. This way the client feels he is not stranded if the problem comes back. A 1-800-support or warranty number is not nearly as useful as a genuine personal contact. Save or print two copies: one for you and one for your client. Keep a copy so you can reference this visit later and remember exactly what you did and did not do. You will inevitably have to come back out to some clients' houses – these notes will act as blueprints for the first repair so you can know what you're in for ahead of time.
11) Know the major issues and don't skip them.
While you can do most research on the web for specific issues, never rule out the most common issues for computer problems without doing a full diagnostic of all hardware and software. Spyware, bad memory, bad hard drives, corrupted drivers, and power surges will probably account for the majority of your service calls. Always test memory and hard drives. It does not take very long with a DFT (Drive Fitness Test) quick test and a MemTest scan using Ultimate Boot CD. Also, with home networking, you'll replace a lot of routers, so always keep plenty in your vehicle.
There are of course millions of other ways to become a better technician and our future articles should expand this list. If you have items to contribute to our list, please comment here. - thesauce, on 10/12/2007, -3/+36When Windows Server 2003 (which I'm assuming is what you were talking about) was new, there was no alpha for Longhorn you could possibly have your hands on to test the "new AOL client". Sorry but you're not as leet as you think.
- Jedeye459, on 10/12/2007, -3/+33have you tried turning it off and on again?
- CandidateZero, on 10/12/2007, -3/+31I think a lot of people use digging as a means of bookmarking stories on their own profile for later reading or reference.
Since this story isn't working, I dug it so I can easily find it later when the server is back up. - FlyboyP, on 10/12/2007, -1/+26I'd disagree with #8 in the case of corporate IT. In the corporate world a major software problem is fixed by simply reimaging. His reason given for avoiding a reformat is that you lose all customizations - but that tweaking may have contributed to the problem in the first place. Standardization and lockdown of the desktop with all data saved on fault-tolerant and backed-up server shares is the way to go.
Of course a home user is entirely different. You gotta do everything you can to save Granny's photos. - tranix, on 10/12/2007, -6/+30> " Formatting is never an option. "
Virus/Spyware is usually their problem, and to counter today's newest viruses, reformatting is often all you can do. - inactive, on 10/12/2007, -2/+231. Don't have an accent.
- inactive, on 10/12/2007, -6/+25You were on AOL 3 or 4 years ago?
l4m3. - shit, on 10/12/2007, -10/+27i work 4 geek squad adn let me tel lu this artical is totall *****
- inactive, on 10/12/2007, -1/+16comon, as a tech this solves 90% of all problems, it's stupid, but it works. digg up
- inactive, on 10/12/2007, -1/+16Then post the text of the article or provide a mirror to it?
- nreynolds, on 10/12/2007, -4/+17you guys both stink.
"Sorry! The article you are trying to view cannot be found.
Click here to go back, or here to go home." - ErrorS, on 10/12/2007, -2/+14Thank God. Maybe one of the many wannabe internet technicians, or complete newbs who have no idea what they're doing (but think they do, and screw up computers while 'fixing' them) will read this and pay attention to some of the technical advice.
good article, I hope Dan expands on this, it'll make most of our (those of us who fix computers) lives a lot easier. - jerrygofixit, on 10/12/2007, -1/+11"...cause am lazy and no one is going to fire me for doing it......also the fact is that most users dont know that you can fix it , but your to lazy to fix it."
You sir have a prominent career path! - TheOneGreatX, on 10/12/2007, -0/+10@elias
sure, that works for you, but try working freelance and trying to pull that.
The point is that you sometimes actually have to care about the users. - izzie2, on 10/12/2007, -0/+911: Don't live in Arkansas where 4 people per county even have a comp and they would rather just buy another wal mart pos than admit they had to hire someone to fix thier porn laden kaaza controlled crap.
Not to mention they want everything for free.
signed, frustrated broke hungry mawfawkuh. - fox40, on 10/12/2007, -1/+10someone print this out and take it to bestbuy, i think the geek squad needs it
- sakuraz, on 10/12/2007, -0/+9For the Computer inclined, but still have not accessed,
Please watch "The IT Crowd" by whatever means necessary, as soon as possible. - chapel, on 10/12/2007, -1/+9Well I would say that for corporate IT, that there is a different set to follow. Not completely but as far as certain things, corporate IT is just a different beast.
- estvir, on 10/12/2007, -1/+9thesauce: He is most likely lying though there were 'public' builds dating back to 2003 (From PDC and elsewhere IIRC) and possibly 2002 but I find it incredibly unlikely that this guy would have been able to get those builds..
- deMonkey, on 10/12/2007, -5/+13I apologize If you are having problems reaching this article. We had to make some server upgrades today and didn't predict it causing this much downtime. Please check back again later if you cannot currently access the site.
- 1337squirrel, on 10/12/2007, -0/+8Some REALLY GOOD points, that in his case fit best if you're an on-call type. Even the points that 'don't quite fit' for the corporate world still have some knibblets to snack on. And I agree with #9, except...
Anytime I'm fixing someone's computer and it's taking more than 30 seconds, the person inevitably starts asking me "What's the best home computer to buy?" After about the 589th time, I started telling people, "Look, I'm not trying to be rude, but you have NO IDEA how many times I'm asked that very question. Therefore, I now charge $20 per computer/gadget buying suggestions." I guess that kind of ruins #2 in this list though, huh? ;) - guttertrash, on 10/12/2007, -1/+8hahahahaah you are a comic genius :D i laughed my ass off! nice work there ***** :D
- azee1v1, on 10/12/2007, -1/+8I disagree with not formatting. That is the best thing someone can do with their PC. Most not so tech savvy users suffer from things like spyware, viruses, crap programs installed etc. The best possible thing to do for someone is wipe everything out. Its not hard to help someone backup their files. Screw codecs, themes and plugins... what they will get in return is much more worthwhile. If they were able to get all of those things before they will be able to change them again. To help someone back up their files. Ask them this: Where do you store your documents? 99% of non-hardcore users save things in their my documents or right onto their desktop. Do some searching of your own to see whats on their HD. Make sure to get the docs for each user profile. heck even backup the entire profile of each user. That will get your their documents and their desktop folders. Screw everything else.
Of course you have to convince your client and make them comfortable with this move. Every time I have done this for someone they have loved it.. because of course their cpu starts working like it did when they first bought it. - MrTRiX, on 10/12/2007, -1/+7I work as a computer service tech also and some of these are a bit cheesy but for the most part there good advice for someone just starting off. I would say at least 8 of those are good tips. Also don't buy cheap PSU's, ask the customer what they mean when they explain a problem (Ex: Customer says I think I have a virus and you get there with your A/V in hand only to see a virus to him means it won't power on), bring your trusty phillips screwdriver, and "Norton anything" is a resource hog that should die a horrible death.
- sk545, on 10/12/2007, -0/+6actually, someone once told me that the first thing you tell a client before you even touch their computer is: I am not responsible for your data. In other words, backup whatever they deem important, and then start thinking about repairs. There is no way in hell they will tip you or forgive you if you delete their kids pictures/homework/or work documents . Heck, they'll probably shoot you. There is some good points there, but he missed the most important one: backup first.
- EricTheGrey, on 10/12/2007, -0/+6Some good ideas there, but I would add at least one more thing...
Stand by your work. If you truly plan to make a living doing this, make certain you actually fix the problem and not just gloss over it, assuming it can be fixed. If a problem is sporadic, then you might have to make a return trip.
I'd also add to the recommended tech tools a portable hard drive. Just in case you need to back up the family photos, and documents before doing a windows re-install. We all know that the only way to accomplish that properly is to do it fresh, and not install over the old installation.
EtG - ideagirl, on 10/12/2007, -0/+6Nice article, thank you!
- numb401, on 10/12/2007, -1/+7duggmirror isn't working for me. What about you guys?
- keitho, on 10/12/2007, -0/+6those are more customer service and sales oriented things. how about actually knowing what you are talking about and being able to explain technical terms in layman words so the uninitiated will understand. i would consider a better 11 list to include things such as links to quality resources, knowledge of common issues and research locations.
- Kratos76, on 10/12/2007, -1/+6I've never seen duggmirror have trouble loading the page also! Crazy! And just now on the frontpage!
- NanoStuff, on 10/12/2007, -1/+6(Insert computer technician dugg joke here).
It seems the moment is appropriate yet I can't think of anything. - Recoil54, on 10/12/2007, -0/+5thesauce: actually...
http://img507.imageshack.us/img507/8982/longhorn02jy2.jpg
i dug out my old backups, just for you. not sure exactly what build this is, but it's OLD. - sakuraz, on 10/12/2007, -4/+9I thought formatting was usually the best you could do.
Like tranix said, most problems I've faced were caused by viruses.
But then again, I was just the computer guru among my friends, not a Computer Technician. - sandfish, on 10/12/2007, -0/+5@tranix
Oh come on, a good technician knows formatting is ALWAYS avoidable (unless of course to repair bad sectors of the hard disk)... if there is a virus or any malicious code that's not supposed to be there, there is a way to remove/repair it. If there is a will, there is a way my friend. - bobcrotch, on 10/12/2007, -1/+6Agreed, and not to mention that you need to asses the time involved fixing the said software issues and restoring a user profile after reinstalling/imaging.
Good over all read though, I take most of that stuff for granted since I've been doing it for so longn =( - JM13, on 10/12/2007, -0/+5Thank You! Someone here actually has a brain then eh?
- xcheats, on 10/12/2007, -5/+9Is it plugged in?
lmfao best tv series ever. - Hellman109, on 10/12/2007, -2/+6 Tweak3D.Net - Your Freakin' Tweakin' Source!
This site is temporarily unavailable.
Please check back again soon.
Yay, they've taken the site down :/ - Hellman109, on 10/12/2007, -4/+8Why are people digging an article we cant get too?
I want to digg it Id say, but I cant read it - UNL1M1T3D, on 10/12/2007, -0/+4"i work 4 geek squad adn let me tel lu this artical is totall *****"
You work for the Geek Squad eh? How come I am not surprised to hear you say that? - theonesteve, on 10/12/2007, -0/+4So someone hires you to fix their Windows PC and you destroy all of their data, install an entirely different, incompatible operating system that won't run a lot of the software they've purchased and use perhaps several times a month?
No wonder no one calls you back. - cmiz, on 10/12/2007, -0/+4@sandfish: i've found that formatting is *frequently* avoidable if you're willing to put in many many hours of frustrating work, but saying that a reformat is a bad idea is just plain old bad advice.
how many people really know how to get rid of a rootkit? not many. most people that say "i do" to that question probably don't. if their box is owned with spyware and viruses, it's almost always a lot faster to reinstall, and it will leave them with a MUCH more stable system when you're done. any halfway decent virus is going to screw up a lot more than meets the eye... and you'll be back there in a matter of days to fix it again (which i guess is good for business, but you're doing a crappy job). - deMonkey, on 10/12/2007, -1/+5That's funny, I wrote the article and I'm an ex-Geek Squad guy. :)
- succubuskiller, on 10/12/2007, -0/+3Seriously. But sometimes I rather someone mess it up even more which makes me look like more of a hero. lol.
- chapel, on 10/12/2007, -4/+7Great tips. A very complete list, and if I were a technician, Im sure it would help me out.
- Sonic_Molson, on 10/12/2007, -7/+10I've seen this go from 90 to 125 diggs, even though the server is down and the duggmirror isn't working...
How can people digg this?
...127 digs..... - mordain, on 10/12/2007, -0/+2I think those are assumed.
- UNL1M1T3D, on 10/12/2007, -0/+2I can't tell you how many people come into my store bitching about calling India.
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