Tag: Call That Girl Podcast
Call That Girl’s Remote Support & Office 365 Show 8
Published date: 04/03/2014 Remote Support Show #8: Repairs Gone Wrong
Download at http://www.podnutz.com/ctg008
Show Notes
- SEO
- Malwarebytes update causes the system to crash and black screen.
- No known solution at this time
- Conversation about client stories.
Call That Girl’s Remote Support & Office 365 Show 7
Published date: 03/18/2014 Remote Support Show #7: Marketing
Download at http://www.podnutz.com/ctg007
Show Notes
- Use websites such as WordPress to get your message out there, market your products and the services that you offer, pricing guides, and how to contact you.
- In addition to having your own website, get your name out there on social media. Call That Girl is currently on
- GooglePlus
- Get your name out on search engines such as Google.
- Have a blog, update it regularly, and keep your clients and followers in the loop!
- Newsletters!
- Good quality and good service keeps the people coming back for service.
- Have social media, stay current, and keep the word out and up-to-date.
Call That Girl’s Remote Support & Office 365 Show 6
Published date: 02/26/2014 Remote Support Show #6 Freebies and Managing Expectations
Download at http://www.podnutz.com/ctg006
Show Notes
- Let the client know about how long a job will take, any options they may have, and billing prices.
- Give them a call during the job to let them know how things are going, any concerns or things to look out for as potential problems when using their system.
- Have them call you with any concerns or issues within seven days. Keep them satisfied! Do the follow-up calls.
Call That Girl’s Remote Support & Office 365 Show 5
Published date: 02/09/2014 Remote Support Show #5: Products and Services
Download at http://www.podnutz.com/ctg005
Show Notes
- LogMeIn free users now have to pay for their seats.
- Malwarebytes is no longer a lifetime product.
- Yearly fee for product renewal gives you the permission to use the software on three computing devices.
- No guaranteed quoted price as it can change due to unexpected issues that may arise during a remote support session. All quoted prices should be considered “soft” quote prices as they are not guaranteed and are subject to change.
- Unhappy clients can generally be “fixed” by good customer service.
- Products we currently offer:
- Malwarebytes
- Microsoft Office 2013
- SOS Online Backup
Call That Girl’s Remote Support & Office 365 Show 4
Published date: 01/16/2014 Remote Support Show #4: Prepay Tickets and How Awesome They Are
Download at http://www.podnutz.com/ctg004
Show Notes
- Change your interview to change your calls. Asking the right questions can lead the call in a different direction, and could lead to a product upsell.
- Windows 8 upgrade to Windows 8.1=Vista’s “ugly cousin”?
- Causing refresh and other problems.
- Passwords
- Password resets
- Clients never remember their passwords, and have too many. It is not uncommon to receive a phone call that is just for directions on how to get into their account, reset passwords, etc. Not knowing client passwords can also create other problems when doing other jobs.
- Quick question calls
- Should be billed if not a simple yes or no to answer the question.
- In some cases, a system restore can fix the problem. This serves as a first line of defense.
- Windows Support Team phone calls to clients have been proven to be scam phone calls.
- Taking money from clients to “fix” problems in their computers. Call to offer refunds to likely gain access to their bank accounts at a later date to take out money. — Scams.
- Office 2010 free trials.
- Prepay Tickets
- Sells blocks of time to regular customers and businesses to provide them with more support and long term savings.
- Four or eight hour blocks of time on a prepay ticket.
- Puts them into a “premium client” club, gives them the rights to ask questions and get advice for free, text messaging, emails, and more that other clients might not get.
- Good clients buy prepay tickets.
- Sells blocks of time to regular customers and businesses to provide them with more support and long term savings.
Call That Girl’s Remote Support & Office 365 Show 3
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
- Printers can be fixed with little to no effort at all. Some such examples include:
- 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.
- Hosted exchange piece
- 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.
