As a computer repair shop, the biggest mistake you’re probably making is not having a computer repair store software. But we’re not here to discuss that. We’re here to discuss the common mistakes you or your computer technicians are making.
The first is not making the right hire. When hiring, make sure that your computer technician is certified. If he isn’t, then invest in his certification because that can take you a long way.
Also, a computer technician needs to be trained constantly, considering how quickly the technology is changing.
Here are 10 common mistakes computer technicians make and can be easily avoided.
1. Not Backing Up Data
The first rule of any device repair is backing it up before doing any repairs. This is quite self-explanatory but a lot of noobs still make this mistake.
This is especially helpful if the device is water-damaged. Because the repair of such a device is always tricky. You don’t know if a water-damaged device will be salvageable or not.
But it doesn’t matter what kind of repair comes in, a back is always a good idea. It is also helpful in case you make a software change and that goes bad. You can always revert to a backup without ruining the repair.
2. Super-Gluing to Hide Your Tracks
So, I recently came across a Reddit thread with a user complaining of a computer tech super-gluing the laptop latch. The tech probably broke the latch and then quietly just went ahead and super-glued it without informing the customer.
This is plain unethical. Especially using super-glue, that has thinner in its composition. So, the glue doesn’t just fix the broken latch, but if not used properly can easily seep into the plastic.
So, discourage your computer technician from using such tactics because you will end up with a liability. Good computer repair store software come with features with store credits that you can offer to such customers to compensate for such blunders.
3. Saying “Oops” When You Make A Mistake
Your responsibility as a computer technician is reducing your customer’s stress, not add to it. So, avoid saying words like “oops” or showing body language that says they need to get worried. Just keep smiling and fix the issue.
If you’re a junior technician and the mistake is irreversible, it is better to discuss the problem with a senior person who can tackle the situation. However, as an expert technician, just give the bad news calmly and try to compensate however you can.
Always take your customers seriously and give them the feeling that you understand their frustration. Also, don’t get personal if they disparage your work. Act professionally.
4. Not Having Cyber Security Tools
When your customers give you their laptops for repairs, they are entrusting you with a lot of personal information. Hence, having some cyber security tools makes a lot of sense. And if you are an MSP, getting cybersecurity tools becomes necessary.
Moreover, if you have school contracts or other corporate collaborations, getting security tools makes all the more sense. For instance, as per HIPAA, any healthcare institute is supposed to report if the hardware that contains personal data on 500+ individuals goes missing.
However, you are only supposed to file a report if the disk is unencrypted. And so, encryption software like End Point Disk Encryption is good to have.
But what is more important than actually having cybersecurity tools is having staff that understands the risks of cybersecurity. You as a computer technician need to realize that you might have sensitive information in a laptop and make arrangements to ensure that you’re doing everything to protect that data.
5. Not Documenting Repairs
Throughout you career, you will come across people who blame you for certain problems in their computers after they got a repair from you. And more often than not, they aren’t wrong.
Well, neither are you. And this is why having a pre and post repair checklist is imperative. A good POS will always have some form of a checklist. Create a basic checklist that you fill every time a computer repair comes in. Run what is called pre-boot diagnostics or Apple diagnostics, which is a built-in tool in almost all computers and laptops. It will detect any hardware issues a machine might have.
For a more in-depth diagnosis, you will need the best software and tools to detect the damage.
It is preferable that you run basic Macbook diagnostics in front of the customer to avoid any liability later on. It could be any other laptop as well.
RepairDesk computer repair store software has a built-in checklist that you can use to mark every time a repair comes in and goes out. The best part is that the list is customizable so you can add and remove entries as per your requirement.
While you are running the diagnostics, talk to your customer. Make a connection with them.
What happened to the laptop? Has it ever happened before?
Maybe even share an incident of someone who faced the same issues. The point being, while the diagnostics are being run, try to build a relationship with your customer.
After a diagnosis has been made and the repair done, it is important to run diagnostic tests again to ensure the device is working well. And this is before you re-assemble the device. So, if the repair hasn’t worked, you don’t have to open the device again.
6. Being Too “Techy” With The Customer
While you are cultivating that relationship with your customer, make sure you come to their level of understanding to explain what is wrong with their Macbook or other device. Most of your customers aren’t technicians so they won’t understand the jargon. So, break the information down in simpler words to explain it to them.
This becomes especially important when dealing with the older generation since they are the least likely to be tech-savvy. It may even be related to your repair ticket management software, how you’re adding their information, etc. They will need explanation they understand.
So, be patient.
7. Installing Incompatible Hardware
Technology is advancing at a fairly fast pace. This makes a lot of technology redundant after just a few years. Besides, manufacturers are also making their devices harder to repair which has given birth to the right to repair movement.
This brings us to a quagmire. How do you fix older laptops when a lot of parts aren’t available anymore? Of course the best way to repair a machine is to install the exact same hardware that it previously had. But what if your computer repair store software shows you have none?
So, your next best option is to find an alternative that is compatible with the system. For example, there is ample variety in hard drives, no matter which laptop or desktop you have. But motherboards and screens don’t have a lot of leg room.
Here, you have to make sure that your customer knows that they’re getting an alternative rather than the exact same part. A lot of customers might not be convinced. This gives you an excellent opportunity to up sell too. So, you can suggest them to upgrade to a new device.
8. Not Considering Static
It is important that whenever you open a computer, you have unplugged it completely. Some other considerations include not working in a carpeted area. If you’re repairing it at home, make sure there are no pets around. Such simple steps will reduce the chances of static.
So, how does static harm your computer?
Static can damage your computer in a range of ways. It could be something easily remediable like the plug not working anymore. Or it could short circuit your entire machine. So, it is always good practice to ensure static has been dealt with before you start a computer repair.
In case you come across static, immediately touch the ground or any metal object that is touching the ground.
9. Working Independently
As surprising as this point may be, but if you are a newbie, overtime can be more harmful than beneficial. There is always a chance that you come across something you aren’t properly trained at or don’t know anything about yet. You may have access to the inventory, but you don’t know the part numbers. Being around more experienced technicians is always a learning opportunity and a foolproof way to stay out of trouble.
If you are an independent worker and you come across something you have no idea about, go to a more experienced technician and learn how to do it. Unless of course it is your own device and you don’t mind experimenting.
Another mistake that most people working alone make is that they will Google the problem up. Google can be very educational but the content is quite often unreliable. Besides there’s a difference between someone actually examining the device and someone giving advice without taking a look at the damage.
10. Not Jumping To The Obvious Conclusion
Most tech people have a complicated thought process. And so, they reach the most complicated conclusion rather than looking at the obvious.
For instance, if you have a case of servers crashing, a configuration problem or a processor failure isn’t necessarily the issues. Think about the simple things that could go wrong first. Could it be dust? Or the fans? Or maybe even the power plug?