Online Computer Help Only

Why I Started Doing Online Computer Help Only

I have been working in IT for about 25 years now. However I stopped making home and office visits and went online only back in 2007.

Here’s why.

Long before I offered online Computer help only, like many other computer technicians, I started out working in a shop. I performed computer repair in the shop, and also went out to customers homes. and to business as well. After a few years of that I went to work for a Hospital and was the sole computer technician for over 200 users. I also ran the Siemens phone system.

After quite a few years at the Hospital my wife suggested one day that I quit. Yup. Give up my just about guaranteed pay, benefits, vacation time, and all the rest. Why? To go out on my own as an independent computer repair option. I have to be honest, this was a terrifying idea in mind. There was already so much competition, with fleets of branded vehicles, storefronts, and advertising money. How could I possibly compete?

Somehow I decided to make the jump. It was really tough leaving the job I had been at so long, but after many hours of discussion with my wife, I was convinced it was worth a try. So I left the Hospital, Came up with a name and logo, and back then, a listing on the phone book. Most importantly was my business model:

1. Do not focus on making as much money as possible. Be happy earning the same wage I would if I were to work in a shop – without having to work in the shop. I price myself so that it is affordable for the customer, and I make shop wages but working for myself. Most of my competitors charge 2-3 times what I do.
2. Honestly. I already knew that being honest is not only the right thing to do, but for a small business it is imperative.
3. Be understanding and treat customers as I would want to be treated.

I expected my phone to start ringing the day the new phone book was released. It didn’t.

I sat in panic for several weeks. And then it happened. That first call. I made the call, made the customer happy, and I very slowly began to receive a call now and then. And I do mean now and then.

After a couple of months, I noticed something strange. Phone calls were increasing and when we would ask where they found me, and more times than not the answer was not the phone book.

“I was walking on the beach and some guy was handing out your cards”. We heard this again and again and again.

Turns out, one of those very first customers really loved me and my online computer help only, and was handing out cards on his daily beach walks.

Like any small business, I eventually grew a significant client base, including several well known local businesses. Things were going better than I had hoped. But I noticed something back in 2007. Prices on tech were falling. And falling. Computers and printers were headed towards being disposable. Repairs I commonly made were becoming as expensive as replacing the device.

So I decided to provide service only only and hopefully get a jump start on my online computer help only competition.

15 years later, I still offer online computer repair only. And yes, welcome to our disposable world. With laptops as low as $99 today (A Chromebook for example), it’s likely not going to be worth spending even $120 to repair it. My business plan has paid off. As of this writing I have 600 five-star reviews on Thumbtack.com. I have another 180 or so on Google.

The bottom line is that going out to a home or business is no longer really necessary except for very certain situations. For instance, I cannot place the ink cartridges in your printer for you offering online computer help only. That would require a home or office visit. There are still many computer repair places that make home and office visits. There always will be.

But for software problems, email problems, slow computer etc, you will always save quite a lot of money by going with me. You will likely pay at least 2x-3x more for the same result if you go to a chain, and definitely at least 4x more that what I charge if you have a computer tech come out to your home or business. I also never charge if the problem cannot be fixed, nor do I charge for advice or to answer questions.

In summary, I began offering online computer help only back in 2007 because I believed I knew what was coming. And it’s here. No, I had no idea Covid was coming, But what I did see…well….welcome to our disposable world. If I cannot resolve your computer issue online, there is a significant chance it’s not worth repairing. However, if thats the case I’ll be honest and let you know – at no charge.

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