Computer Repairs & Support Technician

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This article will explore how phenomena, failure and imagination, can be crucial to success in computer repair business. While failure can help you understand where your true passion lies, and where you should focus your energy and skill moving forward, imagination is what will allow you to empathize with other people on your journey to success so you can use your influence to do good.

The prices that are quoted here is in Jamaican currency ($JMD).

Are you the person everyone calls when they have a computer problem? Have you considered getting paid for fixing near-fatal errors and turning your PC prowess into a business?

Almost all small businesses and home offices use computers and depend on them to be working properly, "They don't have the skills, the time or the desire to do their own computer service, repair and upgrades, and that puts us right in the middle of one of the fastest-growing industries in the world."

But if your only business experience is selling your mom's friend her first computer, how do you get prepared for the future customers whom you have never see down the street? Besides coming up with a business name, getting a business license and obtaining general liability business insurance (which ranges from $45,000 to $100,000 JMDs annually and is obtainable through your local Tax Registration office), there are a number of things you need to do to get started on the right foot. Here are some tips that will help you successfully launch and run your new endeavor.

· Know your street (and hourly/difficulty) value in Jamaica. In the early 1990’s - 2000's, running a PC repair business centered around selling parts and products, with service on the side. Today, it's about selling your skill by the hour. "You're making money by selling management services [of computers, networks and servers]," It used to be that you made your money when a virus needed cleaning up or parts broke. Now we're helping our customers prevent problems before they start by using management technology.

To determine what your time is worth, investigate what is the national average and what your local competition is charging. While the national average is $4,000 per hour/issue for computer service billing, it's much higher in certain regions--$6,000 an hour/issue in Manchester, for instance. When you must order new parts, such as modems or motherboards, for a job, you'll need to make the purchase worth yours and your client's time, especially if he/she has pre-paid you. So remember to factor in shipping, handling and insurance costs, as well as an "opportunity" cost for ordering parts from lower-priced international vendor’s vs, a local suppliers.

· Determine who your ideal customer is. If you're looking to sell and service computers within your local community and remain a one-person operation, residential clients may suit you best. They're generally more responsive to advertising and marketing than small-business owners are. Plus, residential work is less demanding and the market is huge, although the competition is fierce--think Best Buy's "Geek Squad" and Circuit City's Firedog services, both of which make house calls to perform installations and upgrades and to troubleshoot. Another downside to residential customers is that your clients will tend to be more budget-conscious than if you target the business owners.

If you decide to target the non-residential market, think small. "Niching is one way to go. Look at your existing contacts. Perhaps you know the principal at a school, a banker or the owner of a real estate firm. These folks may lead you in to an area of specialization since the software systems tend to be similar."

· Realize that financial stability doesn't happen overnight. It's tough to juggle a day job with a side gig, especially if you're honing in on small-business clients. But if you're not running your business full time, you run the risk of losing clients, especially if you're targeting the business market. "If you're not around to field tech support calls from nine to five, they'll quickly pick up the Yellow Pages and move on to the next guy," says Reaves.

You'll need to build up a financial cushion—one to two Years’ salary is advisable--for when you ultimately do turn in your pink slip and become fully self-employed. "People make better decisions when they're not worried about their money running out," Reaves says. "And while it's hard to relinquish the safety net of a paycheck and downgrade your lifestyle, you have to reach the point where you treat it like a business instead of a hobby."

· Know your strengths and weaknesses. If your background is strictly technical and you aren't very business savvy, hire bookkeeping or accounting experts to handle the busywork and keep you at your most productive so you can steadily increase your billable hours. You can also invest in software products to handle administrative tasks. A few of the top software sellers, which can help you manage people, projects and processes more efficiently, include AutoTask, ConnectWise and Results.

· Market your business every day. While you don't have to walk around wearing a sandwich board when you're out on the street, the phone on your desk isn't going to ring until people know you exist. And you can't rest on your past successes either. Whether you choose direct mail, pamphlet drops, telemarketing or web marketing, you need to come up with a marketing mix that works for you. For instance, advertising in your local community coupon book may prove to be a waste of money, while networking at business trade organizations and chamber of commerce meetings may pay off big.

You should put in Five to 10 hours a-week in your own business. "This doesn't mean just sitting at a desk, punching out press releases. You've got to get your face out there, go door to door if you have to, to let people know you exist. If you're bashful--not comfortable putting yourself out there or handling rejection--you might find this business isn't for you."

· Keep your skills current. Techies can easily fall into the trap of believing they can pick up new skills on the fly or after quickly reading a manual. But if you fail to partake in continued education and training, your knowledge base may become obsolete. "It's the nature of the business. You have to find time to see what's new." Make time to visit such websites as CNET and ZDNet to update yourself on new software applications and to find out about technology webinars being offered.

Reach out if you need assistance. "Coming from a 100-person IT department in a large setting where you have colleagues to help you and collaborate with, it can be pretty daunting and isolating if you do run into an issue or problem while out on your own," says Kaufman. Fortunately, there's great camaraderie in the tech community. There are fantastic web sites out there where you can bounce a question off an "expert" and get a response within a few hours (Microsoft's Experts Exchange charges $99 per year for this service). Learn what you can and cannot do well, and ask for help when you need it.

· Customize your workspace. Adjusting from an office cubicle to a home office environment takes a commitment to organization. You'll need a clean, dedicated workspace (not the desk that the family PC rests on)

with room for a repair bench area for your tools and easily accessible storage shelves and bins. The area doesn't have to be too big to start out with, but it should be able to accommodate at least two tower PCs and monitors. A direct entrance to the area is nice, especially if you expect drop-offs or are employing interns or other tech people to work with you. A converted garage is a favorite area of a lot of techies.

· Don't sign on the rental line just yet. If your ultimate business goal is to open up a PC service center, realize that this type of venture takes more planning and management than you may expect. Service centers must operate regular business hours, so sufficient staffing is essential. Capital requirements are also significantly higher than for a work-from-home business, so a comprehensive business plan is essential. Prepare for the worst-case scenario, insofar as cash flow is concerned and make sure you have enough money or access to it, such as through a line of credit, to carry you through the lean times.

Before committing to a lengthy, expensive storefront lease, you might opt to set a more realistic goal of bringing on technicians within a year and opening up a space where customers can drop off their computers up the road. "The added expense of overhead can be dangerous and backfire, unless you already have steady clientele."

· Hire smartly. Your first hire is going to make the main impression about your company with your customers, so be sure to screen candidates on more than just their tech skills and certifications. Your first employee should be driven and well-versed in both technical expertise and interpersonal skills. Before hiring anyone, get three relevant, work-related references and written consent that you may perform a background check before hiring. "If you're uncomfortable conducting an interview on your own, ask a friend or mentor with more experience to join you in the process.

The first step in the hiring process is to get a TRN (Taxpayer Registration Number) by filing out the Form #2 with the tax office. This nine-digit number is for you to use on tax forms specifically where it's asked for by name--it's not a substitute for your personal TRN number. You can get a TRN immediately by applying to the tax office within the hours of 8:30am to 3:30pm Mondays to Fridays not including public holydays. For more information on TRN for your business, you can visit these sites:

https://www.jamaicatax.gov.jm/trn1/#RequirementsforoverseascompaniesEstablishedInJamaica

https://www.jamaicatax.gov.jm/documents/10181/106893/trn_made_easy.pdf/85d58bfd-4e21-44fa-b622-c99d64c46112

Cost of Computer Repair Services

Every small firm has to work to a deadline at some point, whether it's delivering a product by a set date, filing tax returns promptly or hitting a sales or service target. But they shouldn't be something you dread. Find out how effective project management can help you hit deadlines without the panic.

Here are some points to remember:

v Remember that deadlines can help you. Deadlines require you to plan your workload, ensuring you get all your tasks done by the requisite date. Regularly working to a deadline will improve your time management and organizational skills. It will also help you to learn to focus, not panic, when working under pressure.

v Ensure your deadlines are realistic. There is no point in agreeing to a deadline if you are never going to hit it. While it may be tempting to please a customer by telling them their product will be ready in a couple of days, they won't thank you if you fail to deliver. Be realistic at the outset about the time that the process will take.

v Allow margin for error. Inevitably things go wrong? For example, your employees fall sick, deliveries are delayed or your computer systems go down? So give yourself some leeway where possible.

v Identify potential stumbling blocks. Consider the risks you may face? Such as unexpected costs or technical issues. Do what you can to minimize their likelihood before they happen.

v Break the project into manageable chunks. Decide precisely what needs to be done, by whom and with what resources. Identify the tasks which need to be completed before the others can start and those which can be undertaken in parallel.

v Allocate adequate resources. It is vital that you ensure you have enough people with the right skills to get the job done, as well as any equipment or raw materials needed. Speak to any suppliers you are relying on to ensure there won't be any delays.

v Set intermediary objectives. Draw up performance indicators or set up regular "milestones" along the way to help you evaluate progress and alert you to any problems.

v Don't panic. Some people find working to a deadline very stressful, particularly if it is given at short notice and they have not had time to schedule the work involved properly. If a deadline takes you by surprise, jot down what you have to do and how long you have to do it in. Get started as soon as possible, but take regular scheduled breaks so that you don't get too tired or lose focus on the objectives.

v Enforce deadlines. Don't allow a work culture to creep in where deadlines are seen as flexible. Brief staff thoroughly beforehand and make it clear that missing deadlines is not acceptable. Consider offering incentives to staff to meet certain deadlines such as sales targets.

If your computer isn’t functioning properly, hiring a professional technician will cost you an average price of $6,000 to have it fixed. However, this rate can still go for as low as $4,000 if you only have a minor computer issue or as high as $22,000 and up for a more complex problem that needs a major repair.

Computer servicing and repair prices can be in the range of the following:

Job details: Western Digital external hard drive does not show up on My Computer

Other details: When connected to another computer, the external hard drive is detected and works normally. TOTAL COST: $3,500.

Job details: Full checking and cleaning of Acer Tower

TOTAL COST: $6,000 to $7,500

Job details: Replacing faulty Toshiba Mk6465gsx 640 HDD with a new one (different brand)

TOTAL COST: $14,000 to $14,500

Job details: Installing updates as computer’s OS was recently changed to Windows 7; won’t update automatically

TOTAL COST: $5,000 to $7,000

Job details: Installing and configuring a network that includes 4 work stations, 3 printers, and 1 multi-function printer

Other details: Majority of the hardware needed are provided.

TOTAL COST: $44,000

Job details: Saving data and important files from the hard drive of an old Toshiba laptop

TOTAL COST: $20,070

Job details: Checking of computer for virus; virus removal possibly needed

TOTAL COST: $12,000

Computer Repairs Price Lists

Accidents

Job	Details	Prices are quoted in $JMD	Time to complete job	Good to know
Laptop - liquid damage/drink spillage	Quote for drying out various parts. Assuming that nothing needs replacing.	$4,500 to $6,000	24 hours+	Parts will need to dry out for at least 24 hours. It’s likely that some parts might need replacing after an accident like this, particularly the keyboard or mainboard. So be prepared to pay more.
Laptop - supply and replace broken laptop screen	Supply and replace a 15.6 inch screen.	$17,000 to $20000	1–2 hours	These prices include the parts needed but this might vary depending on the make and model of your laptop. Although the actual job should only take an hour or two, if the part is not in stock you might have to wait several days for it to be ordered.

Hardware Failure

Job	Details	Price	Time to complete job	Good to know
Laptop computer - supply and replace power socket	n/a	$11,000	1-2 hours	n/a
Desktop - power supply failure – supply and replace power supply unit	Supply and replace ATX power supply unit of 500-600 watts	$6,500	0.5–1 hour	n/a
Desktop - replace hard drive	Hard drive failure. Supply and replace 500Gb hard drive. Reinstall software. Transfer data from old hard drive to new.	$13,500	2–4 hours	If data needs recovering (ie it’s not as simple as a straight transfer) then expect this to take longer.

Virus or malware removal

Job	Details	Price	Time to complete job	Good to know
PC - removal of malware (scamware or spyware)	Scan, remove and repair. Assuming a common type of malware.	$4,500 - $9,000	1–4 hours	Typical price and time depend on the severity of the problem.
PC – removal of virus	Scan remove and repair. Assuming most common virus.	$4,500 - $9,000	1–4 hours	Typical price and time depend on the severity of the problem.

Installation and Upgrades

Job	Details	Typical price quoted 2017	Typical time to complete job	Good to know
PC - install new operating system	Install latest Windows package on a PC 2017 – Windows 10	$4,500 for install if Windows 10 is supplied $14,500 if the repairer supplies Windows 10	1-3 hours	Expect to pay at the lower end of the scale if you provide your own Windows software. Asking the trader to supply software will increase the price. Most traders can supply software, but you might be able to buy it more cheaply yourself elsewhere.
Visit customer’s home to set up a new desktop computer	Set up home PC with standard monitor, mouse, keyboard, printer and wi-fi.	$6,500	1–2 hours	This is a basic set up of hardware. Expect to pay more if you want data transferred from an old computer or any software installed.

Data and Maintenance

Job	Details	Typical price quoted 2017	Typical time to complete job	Good to know
PC - carry out a general service	Machine running slow. Clean up; no faults or upgrades needed.	$6,000	1-2 hours	n/a
Laptop – transfer all data and reinstall programs from hard drive of old laptop to new laptop	Assuming laptop has 320GB hard drive and is running Windows 10.	$5,000	1–2 hours	Typical price and time to complete job depend on how much data there is on the hard drive. Please note you will need to provide the original installation media i.e. CD / DVD or internet download to reinstall programs – you cannot take them directly from the old hard drive.

It is very important to have the above information on hand for when your customers calls or enters your store, you may be a business owner (store base) or a freelance technician. The workflow mindset in your shop should be to develop a repeatable process so every order that comes through is produced correctly, on time, and with perfect satisfaction for your customers. That doesn’t happen by accident. When you cut corners, don’t have good training, use inferior products or equipment or even accept work you can’t handle, you are putting yourself and your business reputation at risk, brace yourself for some big challenges.

Let’s dive deeper into a few of the most problematic areas that can affect the success of your business:

Money

It’s the reason we’re all want to go into business, or we already in business. Who doesn’t want more money $$$?

Here are some questions to ask yourself before venture into a new business:

v Do you feel you are as financially prepared for your company’s success as you can be?

v Are your production and scheduling strategies dialed in?

v Do you know what your break-even amount is each month?

You would be surprised at the number of people that don’t have a firm grasp on their company’s basic fundamental financial facts.

Tip: There is no shame in hiring an outside accountant to help you with your accounting practices.

These days there’s no reason to have to struggle with any complex business accounting situations. Get the guidance you need to run routine shop quarterly financial statements with a balance sheet and also profit/loss reports.

You can also get help calculating your accounts receivable and accounts payable days and their effect on working capital and cash flow. If you have a shop that struggles to pay your vendors on time, despite being busy, you probably need to call in the big dogs to get some accounting coaching.

There is no shame in raising your hand and asking questions.

Pricing Problems

Of course, one of the biggest financial challenges in this industry has always been constructing a pricing strategy that works. Too many shops just use something they cobbled together based on a spreadsheet from their competition. “We’ll just do everything 5% less than that guy”, isn’t a strategy that has any long-term legs. Because it isn’t based on your shop’s financial reality. Strong businesses connect the dots between their real costs and their pricing. “Here’s what it costs us to do the work and here’s what we want to make.” Price-for-profit should be the strategy you are implementing.

Prepare and Prevent

Build a pricing schedule based on your actual cost information. Use the 5 Cost Bucket Method to establish this baseline.

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