Question 1

Are you an insured business and do you guarantee your work?

Accepted Answer

We have indemnity cover up to $10,000,000 through AAMI. The labour on our work is covered for a period of 30 days. The issue must be related to the first issue or it will no count.

Question 2

How did you decide to get into your line of work?

Accepted Answer

I have been around computers since I was 9. I got my very own computer at 13. All my friends used to bring them to me to fix, so it was a natural progression to get a job at Dell and continue with the other companies I've worked for.

Question 3

Do you have a favourite customer story you would like to share?

Accepted Answer

I once had a customer who came to me asking me to recover his wifes calendar. She recorded everything in the calendar and the machines hard drive had failed while he was using it. She blamed him for it and had refused to sleep in the same bed until he fixed it.  We were able to put a new hard drive in and recover the file that stores the calendar. he was so happy he bought us beer. Can't get a better customer than that ;-)

Question 4

What do you like most about your job?

Accepted Answer

I love the interaction with the clients. I also love being able to save them for a seemingly disastrous situation. Sometimes the situation is in fact a disaster and nothing we can do will help, but a lot of the times it's not nearly as bleak as we first thought.

Question 5

What questions should a customer ask to hire the right service professional?

Accepted Answer

What experience do you have? How old is the technician you are sending me? (Younger people although they may have the experience, probably not, they also lack the maturity required to complete complicated tasks) How much are you per hour? ($120 is the average)

Question 6

What questions do customers commonly ask and how would you answer them?

Accepted Answer

How did a virus manage to get on my computer, I have Norton installed!  This type of question is very common, but the thing to remember is these internet security suites are not invincible. If a threat gets into the computer it will render your security useless. However on the outset you won't notice. It's important to be vigilant with emails, dodgy sites, unknown media etc. and read what's on the screen, don't be 'click happy'

Question 7

What makes you the most reliable and trustworthy person for the job?

Accepted Answer

I take great pride in my work and the interaction between me and my clients. I am always a well presented individual. I always ask for feedback from every client to make sure I did a good job and I always seek to regress ay issues that my have arisen.

Question 8

Why should a customer hire you over another service provider?

Accepted Answer

Unlike most I.T. people in my field I have a long list of industry experience, so I've come across almost all the common problems that you see in the day to day world of I.T. support. I've also amassed enough knowledge to work out the less common problems in a quick time.

Question 9

What are the typical things that you need to know before you can provide a quote to a customer?

Accepted Answer

What the problem is in as much detail as possible. Whether the machine is under warranty or not, as it may be covered y someone else. Also depending on what the issue is it may be cheaper for them to bring it to us rather than us visit them.

Question 10

How can a customer save money before you start the work? Please give 3 tips

Accepted Answer

1. have a clear understanding of what the issue is in as much detail as possible. 2. Write a list of things you would like me to cover off, this way we can tick then off as we go through them and we don't miss anything. 3. Any history leading up to the problem in the few weeks before hand can e relevant, try and have that available to help diagnose the issue.

Question 11

What makes your pricing competitive?

Accepted Answer

I am a little cheaper than the average anyway (the average is $120 per hour), however if you look at the experience, and the level of service I give to my clients it's really a no-brainer.

Question 12

How do you normally charge for your service?

Accepted Answer

I issue an invoice onsite at an agreed amount. Usually an hourly rate of $99. I can take payment via cash or EFTPOS or if it's a longer running client then we can do an account.  All accounts are strictly 7 days.

Question 13

Is there a particular aspect of your trade or industry that you specialise in?

Accepted Answer

I am extremely confident in Windows, Mac OSx, PCs and Laptops, both the hardware and software side of the machines.  I have lots of experience with single server setups and configurations including MS Exchange.  I have lots of experience with networks, subnetting, ADSL etc.

Question 14

What experience, skills, qualifications or training do you have to make you the right person for the job?

Accepted Answer

10 years industry experience. 4 years working for Dells tech support team 2 years working for Toshiba tech support 2 years working with Apples tech support 3 years working on the Sunshine Coast supporting small business I have a diploma in I.T. I am a Microsoft Certified Professional (MCP) I am a Dell certified engineer

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