ContentsIntroduction xiii1 Computer Repair: An Opportunity in Any Economy 11. The Computer Business during a Boom 42. The Computer Business during a Bust 53. A Business That Grows in Any Economy 54. How Much Can You Make? 54.1 Part time: Owner-only business 54.2 Full time: Owner-only business 64.3 Full time: Business has employees 65. Are You Qualified? 76. Why You Don't ""Need"" Technology Certifications 97. There Are Easy Ways to Solve New Problems 98. Getting Paid to Practice 109. Working at Home versus Retail Storefront 129.1 Finding a location for a retail storefront 129.2 Working from home 1510. How Much Will It Cost to Start Your Business? 162 Starting Your Business 191. Create a Business Plan 211.1 Executive summary 221.2 Business description and vision 221.3 Financial data 231.4 Supporting documents 242. Choose Your Business Structure 252.1 An important note about partnerships 263. Apply for an Employee Identification Number or a Business Number 274. Separate Your Business and Personal Assets 275. Insurance 283 Building Credibility 311. Design a Logo 33vi Start & run a computer repair service2. Create a Professional Website 332.1 Building your website 342.2 Critical information to include on your website 343. Vehicle Wrapping 354. Professional Forms and Documents 365. Professional Business Cards 365.1 Critical information to include on a business card 364 Free (or Almost Free) Advertising 391. Creating Craigslist Ads 422. Investing in Happy Customers 423. Writing an Internet Blog 434. Social Media 435. Networking with Complementary Businesses 446. Paid Advertising 455 Tools of the Trade 471. Software You Should Own 491.1 Microsoft TechNet and Microsoft Action Pack 501.2 LogMeIn Rescue 501.3 Accounting software 501.4 OpenOffice 511.5 Norton Ghost 512. Necessary Websites 513. Your Work Area 513.1 Inexpensive tech benches 513.2 The necessities 524. Payment Options 534.1 Checks 534.2 Money orders and cashier's checks 544.3 Credit card machines 544.4 PayPal 544.5 Barter 546 Services 551. The Diagnostic 57Contents vii1.1 Custom estimate for laptop hardware repair 581.2 Full diagnostic after multiple problems have been identified 581.3 Reproduction of intermittent errors 582. Other Common Services 582.1 Tune-up 592.2 Virus removal 592.2a Antivirus programs 592.2b Virus removals are not included in the regular service warranty 602.2c Answering the ""porn"" question 632.3 Wipe and reload 632.3a Find the operating system key 632.3b Be clear 642.3c Up sell a better OS 642.4 Data transfers versus data recoveries 642.4a What qualifies as a data transfer? 652.4b What qualifies as a data recovery? 662.4c Validate the data recovery or data transfer 673. Laptop Repairs 673.1 Ordering custom laptop parts 693.2 Motherboard replacements 703.3 Power jack repairs 714. Research What Your Competitors Offer 715. Know Your Customers 726. Determining Your Service Policy 727 Pricing Your Services 751. Calculating What Your Time Costs 772. Calculating Flat-Rate Services 783. Estimating Custom Work 794. Check Your Pricing 798 Diagnosing a Computer 831. Designing Your Check-in Form 862. How to Complete a Diagnostic and Make a Sale 872.1 Step 1: Ask the customer to complete the form 89viii Start & run a computer repair service2.2 Step 2: Read the customer your policies 892.3 Step 3: Have the customer sign the disclaimer 892.4 Step 4: Have the customer explain the problem 892.5 Step 5: Reproduce the problem 892.6 Step 6: Identify the cause of the problem but do not fix it 902.7 Step 7: Obtain customer approval to complete the work 902.8 Step 8: Complete the work and check the computer 912.9 Step 9: Have the customer verify that the work is complete 912.10 Step 10: Collect your payment 929 Choosing Your Stock 931. What Type of Stock Do You Need? 952. Parts You Probably Shouldn't Stock 963. Carrying New Computers 964. Carrying Notebook Parts 975. Finding Used Computer Equipment 9710 Vendors 991. Finding Vendors 1021.1 Industry wholesalers 1021.2 Vendor terms 1032. Building Your Own Computers 1033. Auctions 1034. What to Do If You Are Taken Advantage of by a Vendor 10311 On-Site Service Calls 1051. Discuss Payment Terms 1072. Whether or Not You Should Go On-site 1083. Tools to Bring to Every On-Site 1083.1 Up selling with additional items 1094. Special Order Items 11112 Warranties 1131. Warranty Seals 1152. Keeping Warranty Costs Reduced 1172.1 Make sure that the computer is under warranty 117Contents ix2.2 Software problems are almost never under warranty 1182.3 Abuse should not be covered 1182.4 Parts can be replaced at little or no cost to you 1183. Look for Up Selling Opportunities 1194. Don't Let the Warranty Scope Creep 11913 Provide Great Customer Service 1211. Tips to Provide Great Customer Service 1231.1 Plain language works best 1241.2 Answer the phone politely 1241.3 Empathize with your customer 1241.4 Providing solutions, not just problems 1241.5 Keeping the customer in the loop 1242. When Something Goes Wrong 1253. Handling Returns 1254. Customer Lessons You Need to Learn 1264.1 People lie! 1264.2 Customers don't always know what they need 1264.3 Almost all customers care about their data 1274.4 Do-it-yourselfers can be costly 1274.5 People are willing to pay before the problem is fixed 1284.6 People will want custom work done for free 12814 Extra Sources of Income 1311. Maintenance Plans 1332. Computer Recycling 1332.1 Repair and sell 1332.2 Keep the computer for parts 1342.3 Sell the parts on eBay or Craigslist 1342.4 Scrap it 1343. Website Sales 1354. Inventory 1355. Drop Shipping 1356. Website Development and Domain Reseller 135x Start & run a computer repair service15 Expanding Your Business 1371. Hiring Employees 1391.1 Paperwork, paperwork, paperwork 1391.2 Training new employees 1401.3 Transitioning your existing clients to new employees 1402. Opening a Retail Location 1402.1 Find a great location 1412.2 Buying an existing store 1422.3 Buying into a franchise 1433. You Can Make It Work! 143Tables1 Working from Home versus Retail Storefront 132 Where to Locate a Retail Storefront 153 Where to Complete Work 109Samples1 Virus Removal Agreement 622 Wipe and Reload Agreement 653 Data Transfer Agreement 684 Laptop Hardware Repair Agreement 705 Expenses per Hour 786 Computer Business Services Flat Rates 797 Common In-Store Services 818 Check-in Form 889 Computer Limited Warranty 11610 Warranty Seal 117Checklists1 Tune-Up 602 Virus Removal 633 Wipe and Reload 664 On-Site Toolbox 110Worksheets1 Expenses per Hour 78
