-=PCTechTalk=- Re: First Experience With The Geek Squad
- From: Gman <gman.pctt@xxxxxxxxx>
- To: <pctechtalk@xxxxxxxxxxxxx>
- Date: Fri, 2 May 2008 18:14:57 -0400
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
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