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Estimates/Guarantees/Payments

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by mogilner

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I am in the process of starting up a new computer support business. I am going to be doing hardware/software support and general technical consulting.

How do you communicate your rates/estimates to your clients. A lot of times I need to come in and take a look at there situation before being able to estimate. I got burned by a guy because he said he "misunderstood" what I quoted him so he was unwilling to pay me after the services was done? I am working on an estimate form so I can write this information down, but what language do I use to make sure I have something in writing that he will pay.

What is a clients responsibility in making sure that something was fixed correctly? I have often come in, fix something, made sure it did everything I know it should do, leave and two weeks later, they call back and say this functionality doesn't work on this machine, so fix it and i am not going to pay you for it. Meanwhile I did fix EVERYTHING they told me about.

What kind of guarantee do you give on your work? If you go in and fix something and it works for a few weeks and they call back and say that it doesn't work anymore, do you charge them for the call? What if they sit on it for a month?

My goal is to partner with the companies I work with and make sure that their computers/software works the way they need to. But with out their help I am doomed to fail. How do you promote that kind of relationship?

5 replies

by shanghai sam

Write an "estimate of work" and ?contract of work? before starting the job and have them sign-off on it. In the estimate make sure you state that it's ONLY an estimate and that the final cost is subject to change. The contract should state what work will be done. This should define the point that both you and customer consider the work complete. At the same time you need to assure the customer that you'll notify them before making major changes to the estimated work.-
As part of the estimate,and for general purposes, list your rates so that they are known up front. I also list prices for phone support and emergency calls. My emergency policy states that I will response as reasonably as possible, but I will not walk off another job to service the call. It also states that an emergency is any unscheduled call that needs attention within 24 hours (sooner if possible). Emergency calls are charged at $xxx.xx for just showing up and then your hourly rates.-
I schedule my time with customers 48 to 72 hours out. If a customer cancels a service call within 48 hours of the time of service, the customer is responsible to pay ? the estimated hours. If they cancel anytime 48 hour or before, it doesn?t cost them anything. This makes it easier to schedule time between customers.-
All this I use more or less for insurance. If it?s a good customer, you make amendments to the estimate and contract or you just don?t enforce the terms. If you have problems with a customer this will give you signed documents you can take legal action on. If you have your own company, you might want to put together all your estimates and contracts in a general form and have an attorney look at them (something I?ve never done).-
This may be a little confusing, but it works for me and so far I?ve had very little problems with it. You?ve just got you make something that works for your situation and tweak it as needed. Good luck.-

by tony(itbs)

Make sure that everthing is put on paper and agreed to in writing before you start. After you complete the job give the customer/client a paper stating that the agreed upon services have been completed and make them sign it. Document all pre-existing problems prior to starting. Call the better business burea if you do not know the client well enough. The BBB will also contact the client if they do not pay.

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