Call That Girl’s Remote Support & Office 365 Show 3

Lisa Hendrickson | June 5, 2015 | 0 Comments

Published date: 12/01/2013 Remote Support Show #3 Building Trust and Money

Download at http://www.podnutz.com/ctg003

Show Notes

If a client calls in with a problem we might not specialize in, we can offer to help them fix it anyway. Even if we do not get it resolved, it is expected that they can pay a small $40 try fee for the time and effort put forth in resolving the problem.
Printer repairs
- Printers can be fixed with little to no effort at all. Some such examples include:
  - Unplug all printer cables from computer and power sources. Reboot the computer, plug all cables back in, and cycle the power to the printer on.
  - Add a printer
  - Reinstall device drivers
Virus Removals
- Check “hiding” spots
- System restore
It is essential to have business referrals. Do not be guilted by crying customers. Book the appointment so we can get paid for the time spent working on their systems.
Outlook training
- Hosted exchange piece
  - Can find training online for discount price of $19 with Lisa. Code: Outlook2014. It is an hour and a half long class.
Collect credit card information before starting the job to protect against fraud and payment skips.
When doing jobs…
- Create a restore point and backup the registry at start of remote support job.
- Client agreement form for break fix or business projects. Client agreement form should outline the terms and conditions.
  - Not responsible for data loss.
- Have an interview list to help father as much information about the job as possible.
  - Ask when problems started
  - What they have already tried
    - Do not let the client boss you around. You are in charge of the situation.
  - Should you have insurance?
- Set good, clear expectations
- Take care of the client, do the work, and let them know when the job is finished. Clients like to receive update phone calls when work is being performed. Let them know how things are coming along, any problems that might be occurring, or something to be mindful of down the road.
- Make follow-up phone calls to ensure the client is satisfied, things are working, and to see if more work needs to be done.
Be responsible, and be prepared to have clients “lie” to you.