Small Biz Tech Talk ™

You need to make sure computer consulting clients, friends and families know how you define your business.  Do they know the type of companies you work with, the things you do and how much you appreciate referrals?  If not, they need to know!

If you ask the right kind of questions, you can often be surprised when your computer consulting contacts start talking about a possible $10,000 or $15,000 services opportunity because they suddenly thought of something based on what you said.  

An Example of What You Might Hear

“There is a woman in Accounting that is typing in the same data over and overf again.  Is there a way to set up links in Access that would cut short this process?”  This, among many other stories you may hear is a great chance for computer consulting services.  

Use Open-Ended Questions

You want to use questions that are open ended to get your computer consulting customers talking to you in earnest.  For example, instead of “Are we doing a good job?” (a yes or no question) you can ask …

1.    How are we doing?
2.    With what else can we help you?
3.    What do you like about the support we provide?
4.    How could we improve?

You can take the information you get from computer consulting customers to suggest new ways to work together that will benefit your relationships.

Added By:  Computer Consulting Kit

Even though you can never plan exactly for IT emergencies, you need to have a plan in advance to handle them.  Make sure your staff is not overbooked so the members can be ready to handle any IT emergencies when they occur.  

IT Emergencies:  Necessary in any Computer Consulting Business

If the world were ideal, IT emergencies would never happen.  Unfortunately, even technology can be unpredictable, so the ability to deal with IT emergencies is necessary in order to keep a steady base of customers and also to get more business.  Booking your staff to maximum capacity is not advisable, but you also have to create a balance of availability so your current clients are happy and their needs are fully served.  

IT Emergencies:  Never Overschedule Staff

The ideal scheduling capacity for staff is about 75 percent for technical people without sales functions or management positions.  This means there is 25 percent flexibility leftover for IT emergencies and non-billable projects along with new business prospects.  

The Bottom Line About IT Emergencies

There will be peaks of business you cannot meet, and times of stress during IT emergencies.  This is the time to get the most out of your staff and do serious emergency work as well as build relationships with individual clients.  IT emergencies are a fact of life in the technology business, and you have to be ready to deal with them whenever they may arise.  

Added By:  Joshua Feinberg

Responsible people within the computer consulting industry need to find a niche to get the best clients.  The size of your specialty can’t be too large or you risk making it nearly impossible to focus and find prospects.

The following tips can help you narrow down computer consulting leads and turn them into viable prospects.

Number One is to find your industry focus.  You need to get to the heart of your target market and stand out amidst the slue of computer consulting professionals going after the same services and advertising.

Computer Consulting:  What Size is Your Audience?

Micro small businesses with just a few PCs are not usually looking for high-end IT computer consulting services.  You probably do not want to go after these leads simply because they are least likely to become long-term clients. 

The sweet spot is the next step up in computer consulting and where you will do the best.  This type of business typically has 10 to 50 PCs.  Many studies show that the two-to-one ration holds across all industries, so if you find that you’re maxing out around a 50-seat LAN, this will equal a 90- to 100- employee company.  This size is perfect for high-end computer consulting because down-time will become expensive.  To calculate how expensive downtime will be, simply divide the company’s annual revenue by 250.  If you can tap into these numbers and use them as part of your sales pitch, you can show these sweet spot companies how much they need your computer consulting services.

When you get more than 100 PCs, you are at the borderline of medium-sized businesses.  At this level, companies often have a full-time IT manager and will not really need you as a computer consulting generalist.     

Research your computer consulting leads to see which might fall into the sweet spot and increase your chances of finding takers for your important solutions. 

Blogged By:  Joshua Feinberg

The first time you meet with IT sales prospects, you need them to discuss their top three problems.  Sometimes your prospects’ problems will not be what you expect or the problems you or your partners can help solve.  If you discover this reality, you need to move onto the next client.

The number one goal is to get prospects talking.

IT SALES:  WHAT ARE YOUR PROSPECTS’ PREFERENCES?

What have your prospects liked about past IT support they’ve received?  The answers to this question can give you an idea of the type of support they need now.

The first IT sales meeting will also be a time to figure out if the prospect has an emergency that needs immediate attention or if he/she is looking for an IT audit, site survey or technology assessment.

Sometimes prospects will want something different from what you are expecting; the need will not be an emergency, and they will not need a tech assessment, However, most of the time they will need those things.

THE NEXT STEP IN IT SALES

Moving prospects from free to fee – from brain-picking to writing a check for IT sales – involves discovering their major issues.  You need to have something ready to offer in an IT sales meeting, such as a proposal that takes care of their important needs.  You can even bring blank forms with you so you can be ready for prospects to sign on immediately.  

Blogged By:  Joshua Feinberg

Computer software training, as we talked about last time, is definitely an area you should consider for revenue generation.  Any objections or hesitations you might have, should be alleviated by the comprehensive list of topics we suggest you offer for your computer software training. Here are the remaining five.

5 More End User Computer Software Training Topics*

• Microsoft Office - Demonstrate the value of ScreenTips for hovering on top of toolbar buttons and getting a concise explanation of the button’s function.

• Virus Prevention - Warn users about opening unsolicited file attachments. Discuss any company prohibitions on downloading or installing unauthorized software.

• Internet Usage - Review company policy on acceptable Internet use. Explain any monitoring of Web browsing and e-mail that your client has in place. It adds more impact to the discussion of Internet usage policy if you can get your client’s CEO or HR director (or equivalent) there at your training session to explain the company’s monitoring policies and ramifications.

• Data Backup - Point out where data files should be stored in pre-configured default folder paths for various software applications. Advise users on which drive letters and folders are included in nightly automated backup routines.

• Shutdown - Make sure each user knows the right way to turn off a PC to prevent file corruption. Highlight the differences between “Shutdown” and “Shutdown and Restart”.

*NOTE:  depending on the desktop OS and applications in use, you may need to make some very minor tweaks to these topics.

Bottom Line on Computer Software Training
Computer software training does not have to complicated, nor does developing the curriculum have to be time consuming.  Follow the guidelines we have presented in this, and the previous article, and you will certainly cover-off the most requested topics for end-user computer software training.    

In this article, you’ve been introduced to Computer Software Training. To learn more about how you can improve your knowledge about Computer Software Training, just click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business. 

Excellent customer service is often judged by the decision maker, or internal computer guru.  Treating these people extra special is often the key to delivering excellent customer service.

Here are some tips for scoring huge points with the guru or other key decision maker that will ensure you are perceived as a provider of excellent customer service:

• Make the guru look good, like a hero, in front of his/her boss.  The more you make the guru look like a genius, the more he or she will tell the guys who sign your check, what excellent customer service you provide.

• Really get to know the key people on the account.  Take a real interest in them.  Try to remember little details like where they went on holidays, activities their kids are doing, etc… When you ask about these things later, your reputation for excellent customer service is solidified.

• Acknowledge the personal side of these people’s lives.  If they have a baby, get married, suffer a loss, etc.. send an appropriate gift or card.  Here again, small courtesy, big reward in terms of the perception of excellent customer service.

• Whenever appropriate, share some extra productivity tips to help them get more out of their software.  Don’t worry that you’re teaching them something that could cause you to lose an hour or two of billing here and there.  They’re in it for the long haul with you; you need to be in it for the long haul with them.  This builds tremendous loyalty.  Whenever you put your client’s needs above your own, you are delivering excellent customer service.

• Keep a running wish list of what they want and need IT-wise.  Prioritize it by month around their scheduling needs.

• Help them clean out old IT assets and de-clutter. Spend 10 or 15 minutes with them, helping them sort what should be kept versus tossed.  This is another great way to deliver excellent customer service.

• Offer to share best practices with the guru. Share things that you learned from other clients as well as outside sources.  

• Conduct a formal customer satisfaction survey at least once a year.  Excellent customer service is all about exceeding expectations.  Using your surveys as a benchmark is a great place to start.  

Bottom Line on Excellent Customer Service
Excellent customer service is key to your business.  By focusing attention on the guru and/or decision maker, you put yourself in the best position to be known as a consultant who delivers excellent customer service.

In this article, you’ve been introduced to Excellent Customer Service. To learn more about how you can improve your knowledge about Excellent Customer Service, just click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business.

Customer expectations are a huge management issue.  You have to strive to exceed customer expectations with every transaction.  Knowing you have to do it is one thing, understanding what the customer’s expectations are, is quite another.  

Here are three questions you can use to elicit from your clients, what their definition of exceeding customer expectations is.

What do you like, and what do you dislike about how you’ve gotten IT support in the past?  

With this question, the client will start to open up about the good, bad, and ugly customer service they have had.  Listen carefully and let them vent.  

This is where you will pick up invaluable information about their customer expectations. Take tons and tons of notes.  Once they’ve told you all the things they hate and despise, all you need to do to exceed customer expectation is overcome the issues they just told you about. When you do, you look like a knight in shining armor.

Is there anything I can do to make your job easier when working with us?  

Here again, the responses you will typically get address what past consultants have done that they don’t like.  Turn their experience with you completely around.  When you don’t do the things that have upset them in the past, you will succeed at exceeding the customer’s expectations.  

Is there anything else that would be helpful for me to know about supporting your company’s IT needs?  

With this question you will likely get into the politics and the nuances of the company that will determine how well you handle customer expectations.  If you can navigate the political mine field, and make the process as smooth as possible for everyone, then you will be perceived as the ultimate in exceeding customer expectations.

Once you have your responses to these three customer expectation questions, you need to record the answers and make sure you have a way to refer back to them often.

Bottom Line on Customer Expectations
Customer expectation can’t be left to chance.  You have to prepare yourself to meet and exceed customer expectations every time.  By asking the right questions, you will get the answers you need regarding customer expectations.

In this article, you’ve been introduced to Customer Expectations. To learn more about how you can improve your knowledge about Customer Expectations, just click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business.

Customer relationships are what will determine the health and prosperity of your computer consulting business.  It is critical to understand the different dynamics of customer relationships.  By doing this you can identify places of risk in terms of non-payment. 

Customer Relationships - Two Distinctions
There are two main customer relationship types: 

Long-Term, Steady Clients
Your long term clients are your bread and butter clients.  These people see you as an insurance policy:  they have the ability to call you, the ability to pay you, and you’re going to be there; pretty much right away to take care of things. The customer relationship you enjoy with these people is one of trust.  They know that if they have a problem they can call you and you will fix it. 

These clients pay on time.  If they didn’t they would undermine the customer relationship and this is too risky.  Would you feel comfortable calling your accountant if you were 5 months late in paying him or her?  No.  Likewise these people will pay you on time, every time. 

Stepping–Stone Clients
Stepping stone clients do not enjoy such a healthy customer relationship.  These clients perceive you as a commodity. If you don’t show up to fix something - Oh well. They’ll just call the next company in the phone book. They’re not interested in building solid customer relationships with you and therefore have no qualms whatsoever about stiffing you on an invoice.

The Bottom Line on Customer Relationships
If you want to get paid you have to understand the dynamics of customer relationships and use them to your advantage. The stepping-stone or cherry-picking clients think of you as replaceable. You want to build your business by building long-term customer relationships with steady clients on maintenance agreements.  These are the sort of clients that will be almost offended by a past due notice and that’s a good thing for your billing and invoicing.

In this article, you’ve been introduced to customer relationships. To learn more about how you can improve your knowledge about customer relationships, just click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business.

Network cards are mandatory additions to PC purchases now that even the smallest offices now have broadband Internet access and peer-to-peer networking.

Even if the cost of later purchasing Ethernet adapters a la carte were the same as the bundled prices, your clients still should get Ethernet adapters with their PC purchases.

The Benefits of Adding Network Cards to PC Purchases

When you add Ethernet adaptors to PC purchases, you and your clients won’t need to worry about compatibility between them and other hardware components in the PCs and their chosen operating system. All device driver installation and configuration hassles are already taken care of for you.

You and your clients will also have an easier time getting help from the PC vendor’s technical support department. The PC vendor should recognize the Ethernet adapter as part of the complete system and "supported" configuration. And, once again, the Ethernet adapter likely will be covered under any standard on-site system warranty agreement.

Note About Ethernet Adaptors

In many cases, Ethernet adapters are being built into the PC motherboards on desktop PCs and notebooks. Thus, there is no explicit option to include or exclude the Ethernet adapter. It just appears on the PC motherboard like a serial or parallel port.

The only downside is that, if the Ethernet adapter breaks, the PC manufacturer will need to replace the entire motherboard. If this happens after the warranty period has ended, you usually can disable the onboard Ethernet adapter and install a third-party Ethernet adapter in an available PCI or PCMCIA expansion slot.

The Bottom Line about PC Purchases

In this article, you’ve been introduced to PC purchases.  To learn more about PC purchases, click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business.

Often, clients will ask you for advice on their IT spending plans. In this article, you’ll learn some ideas to help your clients plan their IT spending.

Suggest Your Clients Upgrade Their Machines

Your clients also could earmark the budget surpluses for upgrading and replacing PCs more regularly. Because entry-level PCs are often one-half to two-thirds less expensive than top-of-the-line models, they’ll still be way ahead of the game.

Just don’t forget to factor in a few hours of configuration time for each PC upgrade (yet another value-added service your company can provide), from an older to a newer PC.

IT Spending Requires an Investment Mindset

Also, whenever possible frame your client discussions in terms of "investments", as opposed to "purchases" or "expenses". Get your clients thinking about how planned PC hardware purchases should provide a positive return on investment (ROI).

Don’t let your clients fall into the trap of thinking of PCs as office equipment. Take time to explain to your clients how PC-related assets have a much greater impact on the success or failure of their business than a fax machine, photocopy machine, filing cabinet or water cooler.

Educate Your Clients about the ROI on IT Spending

Be sure to impart how technology investments can make or break a small business. So, before your clients contemplate any major IT spending, discuss the expected cost and the benefits, as well as how they’ll measure these benefits.

The Bottom Line about IT Spending

In this article, you’ve been introduced to the topic of IT spending.  To learn more about IT spending, click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business.

If you sell to government, non-profit or educational accounts, your firm may be accustomed to managing this next challenge. But, if sales to small businesses are your bread and butter, you may not as tuned into the "use it or lose it" purchasing philosophy in IT spending.

For example, if you’re the science department chairperson for a local school district, and you have a $500,000 budget this year for computer products, you "need" to spend it.

IT Spending: Use It or Lose It

If you don’t spend the money, any funds left over will not carry forward to next year. And, the board of education probably will believe your department no longer needs the full annual $500,000 budget for computer products. Your department’s allocation likely will be reduced going forward.

So there’s a year-end rush to deplete the technology budget account; regardless of whether the timing is right for getting the best purchase value or controlling computer support costs.

Small Businesses Often Fall Into The Same IT Spending Trip

Just because a client is having a "great" year, quarter or month, your client shouldn’t rush out to buy every PC gadget and gizmo he or she has ever dreamed of having or heard someone gushing about.

As your clients’ virtual CIO, when appropriate, you need to act as their IT "grown-up" (be a little more sensitive in how you assume this role though) and remind them of the priorities spelled out in their annual technology plan.

Make Sure Your Clients’ Plan Includes IT Spending

You have a written IT project plan for your clients, right? If not, a detailed project plan not only keeps your clients’ IT spending priorities straight, a project plan assures your company a steady stream of recurring consulting revenue throughout the year.

The Bottom Line about IT Spending

In this article, you’ve been introduced to the topic of IT spending.  To learn more about IT spending, click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business.

On-site computer repair is a very personalized and unique service industry.  This can often lead to an unsteady monthly income for on-site computer repair businesses.

An on-site computer repair business can increase profitability by generating recurring business.  There are several ways to achieve this.  Each method should be evaluated to determine which suits the on-site computer repair business the best.
 
Generating Recurring Business

There are several ways an on-site computer repair venue can generate recurring business.  Customers can be contacted through direct mail, phone surveys, or office visits.  By offering unique services and reminding customers of your presence, clients are more likely to call again.

Direct Mail

Clients are often so busy with their own business; they do not have time to worry about computer details or problems.  On-site computer repair vendors should take advantage of this by reminding customers of their services.  One way to do this is through direct mail pieces.

A post card reminding clients of a maintenance check or service can be very helpful.  A hand-written thank you note after a service has been completed is also a nice touch.  Flyers can also be mailed advertising special discounts or services.  All of these will help to generate recurring business.

Phone Surveys

On-site computer repair businesses should consider phoning previous clients from time to time.  One tactic that can be utilized is to conduct a survey on the recent service that was performed.  Any customer concerns can be addressed at this time.  What a perfect way to strive to exceed a customer’s expectations.

Office Visits
 
Clients often appreciate a routine office visit from the on-site computer repair representative.  The representative might want to consider bringing in a special snack, coffee, or candy to offer to the office staff.  These touches can make a lasting impression.  When in need of service, these businesses are more likely to call your on-site computer repair technician.

Generating recurring business is vital for an on-site computer repair business.  Consider using direct mail, phone surveys, and office visits to keep your customers coming back.  Recurring revenue will help your business maintain a healthy and steady income from month to month.
  
The Bottom Line about On-site Computer Repair

In this article, you’ve been introduced to on-site computer repair. To learn more about on-site computer repair, click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business.