Happy Hamster Portland Computer Repair Talks About Countering Assumptions
Hey Everybody in Portland Computer Repair Land,
So last week we talked about the assumptions that people make that lead to problems in the repair process. Today I want to talk a bit about the steps we take to avoid those assumptions -
1) A lack of trust.
We discussed last week how a lack of trust can cause problems. Now, the easy answer here is not the correct one. The easy answer is, “make sure you introduce sufficient uncertainty into the estimate process so the customer knows additional charges may follow.” Well, yes, of course that must be done, but it does not really help the problem if the customer simply doesn’t trust you. All you have done is taken away the argument of “you never told me it could get more expensive,” but as anybody who works in customer service knows, the untrusting customer has far more in his arsenal. The real key lies in attacking the problem at the root, and making sure the customer trusts you with their computer before they leave the shop.
We establish trust in a few ways. First, we make sure we engage the whole customer, not just their computer. For example, if we see a picture of a puppy on their background, we might ask about their pets, or tell them about ours. Second, we make sure they see us as people too by talking about ourselves, our work at the shop, and other things beyond simply the computer. Finally, we let the customer decide when they are ready to leave, we let them ask all of their questions. Then we double check we have answered them all. Then we answer a few questions they didn’t ask, but probably should have asked. A customer who feels rushed is far more likely to feel like the wool has been pulled over their eyes.
Obviously one allows the customer to guide the depth of these interactions, some customers like to talk for 10 or 20 minutes about this that and the other, others are in a hurry and need to get in and out with a minimum of fuss but we let the customer guide the pace of the interaction.
2) A lack of understanding
When it comes to understand, the key really is the process. Unlike above, there are no malleable mushy ideas here. To reduce understanding, write it down, repeat it, underline it, and have the customer sign for it. Our estimate forms explicitly state the scope of work to be completed, the warranty on the work, when the customer can expect to get their computer back, and every other detail we have ever had anybody get confused about. We go over with each customer at least 3 times what will be done to their computer. First when we chat about their problem, then when we type up the form, and finally when we go over the form. This rigorous adherence to systems has largely eliminated this sort of problem in our shop.
3) Misjudgement
I really have very little to say here, aside from the value of a full on personality lobotomy. One of the great things about running my own shop is getting to allow all of my humor, life and love to flow out into everything I do. Sometimes that goes over the top, and the best I can offer is that I try to moderate myself according to my perceptions of our customers. For those of you who have been offended, sorry! I’m working on it.
Thanks,
-Zac
Owner
Happy Hamster Computer Repair