Question 1

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

Accepted Answer

We are covered by professional indemnity and public & products liability insurance.  If services are not provided to agreed specifications we issue a refund or rectify the work free of charge.

Question 2

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

Accepted Answer

When leaving school in the early 80s I could not get into the field as there weren't many opportunities at that time.  Many years later, after relocating from Germany, I finally was able to enter the profession after participating in some formal studies.

Question 3

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

Accepted Answer

For a not for profit organisation we had been providing computer support on a per hour billing agreement. Finally we proposed a managed services contract at a fixed monthly price. The manger was so happy to not have to worry about how much a service call would cost. The manager told me that she had previously not called us to fix issues. That is now history.

Question 4

What do you like most about your job?

Accepted Answer

Being able to help customers is very rewarding. We like to provide solutions that are simple yet effective. There is also a great variety in our field: troubleshooting computer issues, developing a program, providing training. There is so much to do!

Question 5

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

Accepted Answer

What previous experience do you have with a similar issue? Are you insured? Beyond the immediate issue what else can you do to improve our situation. What happens if you can't fix an issue / provide a required solution. Can you provide your ABN? Do you do this work full time?

Question 6

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

Accepted Answer

Q: Are you insured? A: Yes.  Q: What previous experience do you have with the same or similar issue? A: In many cases we can say that we have seen an issue before. The fast pace of our industry results in us facing new tasks. We have to do a lot of research!  Q: Beyond the immediate issue what else can you do to improve our situation. A: We often suggest solutions based on your situation. We ask a lot of questions for a reason!  Q: Do you guarantee your work? A: We rectify issues free of charge or issue a refund.

Question 7

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

Accepted Answer

One can't stay in business in the same location for more than ten years while not being trusted or not being reliable.  We have gained our customer's trust through many years of had work and dedication. Most of our customers have used our services for years and recommend us.

Question 8

Why should a customer hire you over another service provider?

Accepted Answer

We know what we are doing and tell you when we don't.  We are only interested in long term customer relationships.  We do have insurance cover as errors can and do happen. We do everything to avoid them. So far we did not have to claim on insurance.  We explain everything in PLAIN language. We are the experts. We do not expect our customers to be one.  We do use the latest tools and methods of our trade and invest a lot of money to do so.  We learn learn, learn.  We act pro-actively when dealing with information technology. It is better to avoid an issue than resolving it and cheaper!  We take ownership of every issue you want us to deal with. No referring customers to third parties. We deal with them.

Question 9

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

Accepted Answer

As we offer such a great variety of services and products there is no general answer to this question.  We will in all situations ask all relevant questions.  We invite our customer's to volunteer as much information as possible even if it seems irrelevant.

Question 10

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

Accepted Answer

Give as as much information as possible.   Be precise in what outcome you expect.  Spend time with us when we need you while solving your issues.

Question 11

Are there any special offers you would like to offer to Oneflare customers?

Accepted Answer

New Core2K customers referred by Oneflare receive a welcome discount of 29% of the first bill for Core2K services. Excludes third party services and products. This offer expires 31/03/2015.

Question 12

What makes your pricing competitive?

Accepted Answer

We deliver a better value for money by getting things right the first time, by doing that extra step, by giving you that additional info, by communicating with you why we do things and how we do them.

Question 13

How do you normally charge for your service?

Accepted Answer

Managed IT Services: Fixed monthly fee for defined services.  On-site services: Billed per hour in 15 minute blocks. First hour @ $96, second hour @ $84, $80/hour thereafter. The minimum charge $48.  Remote support: Billed per hour in 15 minute blocks. First hour @ $80 per hour, $70/hour thereafter. The minimum charge is $30.  Projects: Fixed fee per project or individual arrangement.  Surcharges may apply for work performed after hours, on weekends and public holidays.

Question 14

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

Accepted Answer

Design and implementation of low cost small business servers and networks improving business productivity.  Replacing unplanned business technology purchases with business technology planning and strategy resulting in better solutions.

Question 15

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

Accepted Answer

Ralf Niehues has been working with computers since 1983. The last 11 years Ralf has been providing on-site computer services to home users and small business customers.  Ralf has also been involved in large scale computer roll-outs to larger businesses. Ralf has recently developed  a complete line of business application for a local business. Ralf completed a Certificate IV in Software Development and is an Apple certified Desktop Support Specialist. Continuous training in all relevant areas is being undertaken.  Ralf's knowledge is extremely broad and as such is the right person for small business owners who can't afford specialists for each area.

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