-=PCTechTalk=- Re: First Experience With The Geek Squad
- From: "George Imrie" <g.imrie@xxxxxxxxxx>
- To: <pctechtalk@xxxxxxxxxxxxx>
- Date: Sat, 3 May 2008 08:29:33 +0100
Gman/SirT
I couldn't agree more. Back in the day (when I was fit and able to do so) I
ran a small software-based IT Consultancy. The number of times I was able to
rescue folks systems and get them back up and working at no cost (simply by
recycling and reusing material they already had) was unbelievable--but you'd
have thought that I was performing some sort of miracle. As to the
licensing, I found that most of the bigger companies were perfectly willing
to relicence already existing customers on new equipment without any
problem, so long as they could understand exactly WHY the licence was being
relifed.
In one particularly notable incident, I travelled about 250 miles in
response to a panic midnight phone call. When I got there, I found that the
client's three year old son had been "helping" daddy and had inadvertantly
wiped the licence details for a particularly sensitive database. I
reinstalled the application and then phoned the company concerned to
reinstate his licence details. The company not only relifed his
installation, but then in the course of the conversation asked me how often
this sort of work was necessary. When I replied that I had never been
busier, I was placed onto their "preferred" retailer lists and rec'd install
discs for their complete range of software through the post. When the
client's company heard what had been done, I was then also put on contract
with them as their company troubleshooter.
If I tell you that, some 18 years later, I'm still in contact with both
companies and now get any/all problems referred to me for actioning (even
tho through illhealth I can no longer do the job myself), it shows what is
possible. And by the way, the software company placed me on monthly retainer
at that time, and have continued the contract by default ever since. One of
the best telephone calls I've ever received!!!
So yes, sometimes working for no perceieved reward can have unintentional
consequences.
Geo. Imrie
-----Original Message-----
From: pctechtalk-bounce@xxxxxxxxxxxxx
[mailto:pctechtalk-bounce@xxxxxxxxxxxxx] On Behalf Of Gman
Sent: 02 May 2008 23:15
To: pctechtalk@xxxxxxxxxxxxx
Subject: -=PCTechTalk=- Re: First Experience With The Geek Squad
SirT,
Your approach is a perfect example of true "customer" service. What
these big shops do should only be called "computer" service.
I try to make sure everyone I service knows that I collect discarded
(but still working) parts, peripherals and systems for recycling. I then
break up most of the systems, download drivers for every OS that can support
each part (the driver files then go onto my portable USB drive and a
separate CD I take with me on calls) and then I use them as free emergency
replacement parts for all of my customers. Of course, the individual reused
parts go to someone else most of the time. But I had one experience where
someone's newer system had an onboard sound chip that went bad. While we
waited almost two weeks for the arrival of a replacement mainboard, I
dropped in the cheap PCI sound card that came from her old system, installed
drivers for it and left her still able to use her headset to talk online
with her son (he lives in AZ and had just produced her first grandbaby
:O) ). I refused to charge her for this call and she was thrilled that
she wouldn't lose that connection at such a critical time (turns out he was
really in need of her guidance). She then turned speechless when I told her
that it was her own recycled card that saved the day. This wonderful woman
proceeded to force my number into the hands of many of her friends and
relatives. I don't know how many new customers I 'inherited' from that one
call, but I can tell you it was significant. There is simply NO substitute
for quality "customer" service and treating people with the respect that
they deserve.
Peace,
G
"The only dumb questions are the ones we fail to ask!"
----- Original Message -----
From: "~OoO~" <SirTroth@xxxxxxxxxxx>
To: <pctechtalk@xxxxxxxxxxxxx>
Sent: Friday, May 02, 2008 11:18 AM
Subject: -=PCTechTalk=- Re: First Experience With The Geek Squad
> Here's where a simple thing like this, if a lot of these "big companies" =
> had
> a clue, would get them MORE business.=20
>
> I do computer service and repair as my second job. I do onsite service, =
> as
> well as "pick-up and drop-off". I make absolutely sure that my rates are
> lower than the 4 local shops here in the area, as well as the Geek =
> Squad,
> Fire Dog, and all the other morons (well, most are morons, some are just
> really trying their best).
>
> Anyways... in a case like yours... if I were ever to walk into a house, =
> and
> the problem they've called about was something as simple as that, I'd =
> adjust
> it, thank them for calling me, and say, "Have a nice day." Wouldn't =
> charge.
> I'd eat the cost of the time and gas. You can be absolutely sure that =
> not
> only have I secured my future business with this customer, but he will =
> most
> certainly recommend me to at least one other person. Imagine how much
> business Geek Squad would make if they excelled at "customer service". =
> Yes,
> they make a lot of business, but imagine how much MORE business they'd =
> make.
>
> They never learn.
>
> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
> ~ SirTroth
---------------------------------------------------------------
Please remember to trim your replies (including this sentence and everything
below it) and adjust the subject line as necessary.
To unsubscribe or change your email settings:
//www.freelists.org/webpage/pctechtalk
To access our Archives:
http://groups.yahoo.com/group/PCTechTalk/messages/
//www.freelists.org/archives/pctechtalk/
To contact only the PCTT Mod Squad, write to:
pctechtalk-moderators@xxxxxxxxxxxxx
---------------------------------------------------------------
---------------------------------------------------------------
Please remember to trim your replies (including this sentence and everything
below it) and adjust the subject line as necessary.
To unsubscribe or change your email settings:
//www.freelists.org/webpage/pctechtalk
To access our Archives:
http://groups.yahoo.com/group/PCTechTalk/messages/
//www.freelists.org/archives/pctechtalk/
To contact only the PCTT Mod Squad, write to:
pctechtalk-moderators@xxxxxxxxxxxxx
---------------------------------------------------------------
Other related posts:
