What Do You Charge for Tech Support?

war3rd asks: "Years ago I used to offer tech support for friends and family (for free), and ended up doing it for everyone they and I knew. I cut it out because it was taking too much of my time, but I've been getting more and more requests lately due to everything from viruses, spam, spyware, as well as aging PC with Windows 98 and ME (oog!) on them still. I was thinking of saying OK to requests that are convenient, but I want to make it worth my while. So I ask, I'm sure that some of you out there must do this, what is the general going rate for basic user tech support (i.e. getting someone's home machine cleaned up and back to normal email & web browsing capability)?" "I assume that there is probably some range in different parts of the country, but I'm curious anyway. And let's just assume that I live in the Tri-State area around New York City (can you say 'overpriced?'). I figure I should be able to pull in enough to feed my ever-present desire for better hardware, but on the other hand, I don't want to be a jerk and gouge people who should be able to trust me with their machines. So what to other Slashdot users charge for their tech support services?"

Comments

Business or Personal?

[fembots]

If you're doing it for people you know personally, for instance, your grandpa, sister-in-law or your mum's old schoolmate, in a sense that people are seeking your help as a favor, then I don't think it is easy to ask for something in return.

However, if you really get so many tech support requests, you may consider setting up a side business, that way you have made yourself commercially available and people know they need to pay for your service.

If they don't want to pay, they know not to call you. If they do call you but not expecting to pay, you can give good excuses like you're so busy with your new business that you can only visit them "later" (so much later that they solved the problem themselves).

Re:Business or Personal?

[quizwedge]

I don't fix computers as a business. I just don't want to spend more time working and then have to worry about taxes after that along with all the other things you need to have a legal business. Instead, what's worked well for me as a bachelor is dinner. I tell people invite me over for dinner and I will fix your computer. Now that I have a gf, they invite her too. In effect, I've doubled my rate. :)

Re:Business or Personal?

[jdray]

I usually charge a bottle of wine. That way, people can spend as much on the bottle of wine as they think my service was worth. If I get a bottle of "Two-buck Chuck" (Charles Shaw), I'll graciously accept it and probably not fix their computer again. Not that it's horrible wine, but it's a statement of how little they value my time.

Reconsider

[Jane_the_Great]

Reconsider getting into this. Here's the issue: as soon as you take money, you are the guy who was paid to fix the computer. At that point, when you walk out the door, the person is going to immediately install a bunch of Spyware and basically undo all your hard work. As much as you attempt to educate them, they will. Then, they call you back and expect you to come right over and fix it "right." In their mind, they paid you to fix the computer and the computer doesn't work. And, if you do decide to fix it again, even for another fee, at that point they will be demanding your help at a time that is not convenient.

My rule is that I will fix friends and family members computers if I happen to have the time and they clearly appreciate my help and don't see it as my obligation. If they offer to pay me, I'll ask for a dinner sometime or just a case of Bass beer.

Trust me, taking money is more hassle than it will be worth.

Re:Reconsider

[HawkinsD]

Jane's right. There's a huge line between paid support and support that I do because you're my brother-in-law.

I also want my brother-in-law to be a little beholden to me, because he's good with doorknobs, and I'm an idiot around doorknobs, and I'm going to need a doorknob upgrade soon (this may sound like a stupid example, but it happens to be absolutely real).

If my brother-in-law needs more than I can handle, then I'll help him choose a consultant that he can pay (and be mad at when his machine fills back up with goo).

So... I don't usually charge for basic support. I do it when I have the time, for people I like.

Don't involve yourself with home users

[bigtallmofo]

With home users, you can have 1,000 customers and make yourself wealthy. You will also be serving 1,000 tyrants with 1,000 problems who if they write you a check for a nickel will think you owe them your first born.

With mid-size companies, you can have 100 customers and make yourself wealthy. You will also be serving 100 tyrants with 100 problems who if they write you a check for $100 will think you owe them your first born.

With large-size companies, you can have 5 customers and make yourself wealthy. You will also be serving 5 people who don't give a rats ass what you do or don't do for them and who if they write you a check for $100,000 will think it's OK if you don't return their call for a few weeks.

This is a slight exaggeration but the basic tenet is true. Don't focus on small fish or you'll be sorry.

I give folks a list

[winkydink]

of 10 things to check/do before asking me for help (anti-virus, spyware, windowsupdate, etc...). Most stuff gets taken care of in this step.

Do not go under 20 dollars an hour

[gad_zuki!]

Or 40 dollars per visit. First off, this is a fraction of what Best Buy would charge for similiar service, secondly you deserve it, and lastly they will take your advice seriously if they know its going to cost them 40-50 dollars to fix another spyware/virus infestation. If you charge next to nothing they'll ignore your advice, treat you like some idiot savant who doesnt know his own value, and pester you with phonecalls because they have not learned proper PC hygeine.

Sure, you will lose customers this way, but those are customers you'd want to lose anyway. The cheap naggers who are unwilling to learn anything aren't worth the trouble.

Re:I barter....

[AviLazar]

Where is this illegal? I do something for you as a favour and sometime down the road you do me a favour. This isn't politics (public office) or something that could hurt the public (like informing your biggest shareholder to sell prior to your company making a bad news announcement).

Nothing illegal about this - and it would be hard to make illegal... "Hm Your Honor, my brother fixes my car for free...and yes I do fix his computer for free...he is my brother afterall"

Yes Yes Yes

[The Tyro]

I'm glad somebody said it.

Helping for free leaves them indebted to you instead of you to them. It's a great way to generate goodwill, as well as a nifty way to receive an unexpected favor later. I'd say it's better to have a positive accounts-receivable column, even if you never see a dime.

Taking money is opening up a can of worms. Blood is thicker than water... but the one thing that's thicker than blood is MONEY. People have this attitude (and sometimes rightly so) that as long as they're paying you, they have a leash on you... they then bother you/demand things from you, often out of proportion to the amount of money exchanged. That's a sticky situation to get into with family, friends, and coworkers. Do you want some kind of disgruntled attitude/tension between you and your friends? I don't.

Just by doing it for free, I've received all sorts of gifts in kind. Those gifts have included computer hardware, gift certificates, beer, lunch, etc, etc. I NEVER solicit such gifts, and I always make an effort to turn them down. That may sound odd, but I actually enjoy working on computers, and my day job already involves helping others (I'm an ER physcian, so I already see plenty of no-pay/self-pay/uninsured patients for free; doing the same to the occasional computer just doesn't bother me that much)

Then there's the simple act of doing something nice for people... sometimes that's its own reward.

Barter your services

[grahamsz]

You should be able to trade your time for their time. Particularly if you can find people that have skills you don't have.

I know people who can easily fix a leaking pipe or lend me some decent power tools, but have no clue about computers... getting on their good side can save you a bunch of money at a later point.

Re:My plans

[Tenebrious1]

At those rates, I'd have trouble believing you'd be professional or reputable.
Here's the deal: call around and ask local plumbers and auto mechanics what their labor rate is. Find an average and charge that rate for your computer services. It'll be in the ball park of $85+, unless you're in a semi-rural area.

No, he's probably not professional. The reasons plumbers and electricians can charge so much are they are 1- licensed, but mostly 2- they're insured. I can demand $200 an hour, and when the client asks why I charge so much, I can say that all my work is *insured*, that any damage I might unintentionally cause will be covered by the insurance company. The neighbor's kid may charge less, but what happens if he drops a coke into the laptop? What happens if he destroys all the data? What recourse do you have? Because professionals are insured, they can charge more because there's less risk.