A couple of questions (probably silly) - UK Business Labs

thecornflake · #1 (**permalink**) 13-02-2009, 09:55 AM

These are probably silly questions, but I realised I don't actually know much about invoicing people and the other question is more to get feedback.

1) If I go round to someone's house and fix their computer what payment options would they expect? Obviously they might pay me cash or cheque there and then, but would they also expect the option to have an invoice and pay at a later date? Would they expect me to be able to take credit cards, and if so how do I do this?

2) I thought it might be a good idea to have a small sticker on the PC/Laptop after it's had work done on it with my business name and phone number. Also this would have an ID number so if it came back I could trace what work had previously been done on it.
However, would people be ok with me putting a sticker on their computer do you think?

**Ray Stewart** · #2 (**permalink**) 13-02-2009, 10:03 AM

Quote:

Originally Posted by thecornflake

1) If I go round to someone's house and fix their computer what payment options would they expect? Obviously they might pay me cash or cheque there and then, but would they also expect the option to have an invoice and pay at a later date? Would they expect me to be able to take credit cards, and if so how do I do this?

2) I thought it might be a good idea to have a small sticker on the PC/Laptop after it's had work done on it with my business name and phone number. Also this would have an ID number so if it came back I could trace what work had previously been done on it.
However, would people be ok with me putting a sticker on their computer do you think?

1. In your position I would never offer credit terms to people like that. It is all too easy for a dispute to arise once you have left. You should however take credit cards and you can rent a mobile terminal quite cheaply these days (via FSB) - even some taxi's have them now-a-days.

2. In the old days when we had a photocopier, the business who I called out to fix a problem stuck a sticker on the top of the machine (without asking) "so that we knew who to call next time". I resented this. I tried to remove it but it was one of those really sticky things and made a right mess. I called the bloke back and told him to remove it but he wouldn't come. I never used him again.

Just keep a detailed log - that's my view.

thecornflake · #3 (**permalink**) 13-02-2009, 10:10 AM

Thanks. I'll look into the mobile terminal thing.

Your point about the stickers is probably right, and as long as I keep the customer details then if they called again I'd be able to look up records of previous work.

Maybe I could give them a free mousemat with my number on - I saw another company doing that and thought it was a great idea as they've got the number right in front of them.

**Ray Stewart** · #4 (**permalink**) 13-02-2009, 01:31 PM

In these days of optical mice, I don't know any client of mine who still uses a mouse mat.

Pens are always welcome as are coasters. A client of mine is giving away memory sticks - there are lots of possibilities

thecornflake · #5 (**permalink**) 13-02-2009, 01:36 PM

I found a really cool place that does branded Eco products, included USB sticks in... sticks.

Good point about mousemats with optical mice, (but I find a lot of people do still have to use something as some optical mice don't work very well on highly reflective surfaces. Plus there are ones with wrist supports).

So while I don't think they're completely dead yet, I might reconsider that option.

Paul Norman · #6 (**permalink**) 13-02-2009, 09:16 PM

I still love pens as gifts - how sad am I. But it is true!

clairejarrett · #7 (**permalink**) 15-02-2009, 04:46 PM

You could try a fridge magnet with your details on..people could always stick on their PC instead if they wanted?

Claire

**Ozzy** · #8 (**permalink**) 15-02-2009, 09:03 PM

1. As you are dealing with the end consumer in their house I would expect cash or cheque there and then, but if you were visiting a buiness then they would expect an invoice.

2. I have a different view on this from Ray, if the sticker is discreet such as on the back of the computer. It has a purpose for youm and if it is on the back of the computer it is not as if it is going to be intrusive. Let the person know it is there with your number on it if they need you again.

With regards to mouse mats, we have optical mice in our office and all use mouse mats because they don't work properly without them on our desks. The pointer jumps around the screen irratically.

QVA - Emma · #9 (**permalink**) 16-02-2009, 03:55 PM

Hi

I actually work for a company that runs a similar business. They went down the invoice route initially (oops) before we got involved. They are still having trouble trying to recover monies from some home user clients - simply becuase they didn't collect any payment there and then, so a big no no from that point of view.

If the client is rather strapped for cash it may be an option to take a 50% payment from them - this way not exposing yourself too much - although I would go with on completion to avoid any non-payers.

You can also use paypal as a "virtual terminal" you can take card payments over the phone and simply type in the card details it is around £20 a month. Obviously depending on your income it may not be cost effective.

I love pens as gifts too, I have a growing collection!

Perhaps it may be an idea to send a follow-up e-mail to your client a few days later or a customer service call to ensure all is well? Plus regular e-mails on new updates and new anti-virus software is always useful. Leave your business card, you could even invest in "credit card" type cards from printing.com handy to keep in your clients wallet and always on hand should they have a friend in need! And essentially don't forget your Christmas Card list!! Our view is, as with all of our customers, if you don't follow up the work you have done they will not remember you as easily. Good customer service and care is what can make or break a business.

Hope this helps!

Emma

Paul Simister · #10 (**permalink**) 20-02-2009, 06:42 PM

First you need to deal with the payment issue when you take the order and not after you have done the work but I would avoid credit. You need to be paid while you are there - credit card is probably the most convenient for your customers although I still pay for various house repairs with cheques.

Second I can't see the problem with a sticker on the back - or bottom if a laptop - but I wouldn't want something on the front. Sell this to them on the basis that you have proven that you know what you are doing so they'd want a convenient way to find your number if something else goes wrong. After all they would want someone they trust rather than thumbing through the Yellow Pages wouldn't they.

Follow up is essential so do make sure that you capture their email address and offer to keep them updated with important technical news eg viruses, gaping security holes in Explorer etc.

**GeorgeM** · #11 (**permalink**) 21-02-2009, 03:06 PM

I've always found that pens make great giveaways - and generate most follow up.

When I first started in business, I bought some customised pens and gave them away. Based on the follow up calls and work I got, they were worth their weight in gold !

thecornflake · #12 (**permalink**) 24-02-2009, 02:16 PM

Quote:

Originally Posted by Ozzy

With regards to mouse mats, we have optical mice in our office and all use mouse mats because they don't work properly without them on our desks. The pointer jumps around the screen irratically.

The desks are probably qute shiny then - optical mice don't like that very much.

Quote:

Originally Posted by clairejarrett

You could try a fridge magnet with your details on..people could always stick on their PC instead if they wanted?

Claire

Interesting idea Claire, but putting a magnet near the hard drives isn't that sensible

virtualac · #13 (**permalink**) 04-03-2009, 10:45 AM

Quote:

Originally Posted by Paul Norman

I still love pens as gifts - how sad am I. But it is true!

Me too, love pens. My oen collection is nearly as big as my business card collection.

thecornflake · #14 (**permalink**) 05-03-2009, 10:10 AM

I'm very surprised by the whole pens thing. I never thought they would be the most popular promo item but it seems they're very popular!

Thanks everyone for the useful tips - especially Emma for the Xmas card list.

seoandy · #15 (**permalink**) 05-03-2009, 10:25 AM

Firstly, as emma (i think) said, you can use paypal as a virtual terminal, you can also use googlecheckout and other means for this, if you have a mobile device (smart device) then you can use this to access the site and take instant payment! google android or blackberry or iPhone and just take the details from the card and its processed infront of them, sends them an email as reciept...job done. also means you collect their email for further marketing.

as for leaving a sticker, i hate these, even on new machines it annoys me, i like the idea of pens but im currently amist sorting some usb's as an alternative business cards

ETMarketing · #16 (**permalink**) 06-03-2009, 10:14 AM

I think that the sticker idea is out lol. I know that I would just remove it instantly too. No matter where it was placed.

I would expect most folk will be paying you via cash or cheque at the time of you being in their home. I don't think that this is a business where you definitely need to accept debit and credit card payments; unless you are dealing mainly with businesses. I wouldn't invoice consumers, only businesses and the majority of businesses are happy to do a bacs payment or pay by cheque unless you are talking into the thousands.

As you are dealing pureply in computers I believe that USB stickks would be far more advantageous for you to give out as that way they are useful to the end user as well as them having your details to hand for future needs.

Limeminds · #17 (**permalink**) 06-03-2009, 05:35 PM

Post it notes are great, desk calenders, desk pads, anything that people will keep for a decent length of time, use and usually near their computer.

Pens are good but they get lost in about 3 seconds (or stolen).

In terms of payment stick to cash or debit/credit card.

paultgreen · #18 (**permalink**) 11-03-2009, 05:34 PM

My tuppence worth..

Set up a dedicated Google search page and set it as their homepage - make it a standard google page with a tiny "remember who to call in times of need" banner across the top or bottom. This may also generate you a small revenue over time.

I like the idea of a small sticker on the back, but i'd avoid the asset tag style as it will make people home PCs look like stolen corporate property. make it funky and simple, just a web address and phone number on a funky background would do the trick.

If you go down the mobile terminal route, give me a shout as we may be able to offer you a good system.

If you charge them a monthly retainer or something similar, you can rent Kaseya for about a fiver a month per terminal which will not only allow you to remote control their system without firewall rules, but will allow you to monitor their system, manage patches and exploits, and run scripts remotely. With the kaseya front end, it will install an icon that can automatically log a trouble ticket for the client, and also another menu item that can be used to hotlink to a web page for you.

Silly question - is there much money in IT support for home users? Whereas I used to charge customers £65 an hour in the corporate world, I'd rarely get offered a fiver for my trouble for sorting out the viri on someones porn infested home PC.

billu-printer · #19 (**permalink**) 12-02-2010, 12:12 PM

Hi there,
I recently received an order from my client for printing 300 mouse pads with his computer repair company Logo, website address and helpline number. I also like this brilliant idea. he also confirm me a order about his services 500 gift mugs for his clients. He need to print his helpline number right on the eyeline, up close and personal, where it can’t be missed. I suggest you to try it....

Cheers.

casssimplyb · #20 (**permalink**) 15-02-2010, 10:42 AM

In stead of stickers, you could consider making mousepads (or mousepad blocnote) with a year calender + the stuff Billu Printer suggests. Especially when you offer a year calender, people will keep this on their desk.
Only offer pens when it's a good one. I used to work for a promotional company in Holland, we really liked the pens of Prodir (Prodir.com). I'm sure there are resellers in the uK who offer them. They are not cheap, but you're customer will not throw away these ones.
I don't like the idea of a sticker, but others do. It's a very inexpensive way of try to keep your customer with you.

Jigsaw CCS · #21 (**permalink**) 16-02-2010, 09:32 AM

Quote:

Originally Posted by thecornflake

1) If I go round to someone's house and fix their computer what payment options would they expect? Obviously they might pay me cash or cheque there and then, but would they also expect the option to have an invoice and pay at a later date? Would they expect me to be able to take credit cards, and if so how do I do this?

2) I thought it might be a good idea to have a small sticker on the PC/Laptop after it's had work done on it with my business name and phone number. Also this would have an ID number so if it came back I could trace what work had previously been done on it.
However, would people be ok with me putting a sticker on their computer do you think?

1) Whichever advice you choose I would fully advise you to agree with the client before hand what the payment options are so that there is no surprises for either party when the payment process takes place. If you have a website have a link to 'payment options', doesn't need to be explicit, just so if people would like to know how you handle payment, they can find the info.

2) Not sure about the sticker - business cards have worked for years as a way of leaving contact info and you can get creative with a small 'IT tips sheet' or something to leave behind - whacking a sticker, however small, on the computer would mostly be a bad idea, especially if it's a brand new Mac.