Prices Ethics

[HipHoper]

For the one's that are self-employed...
I wonder how you charge your clients for windows re-installation and backup/restore of their data.
I find this process to take AT LEAST 2.5 hour if done properly with all the office/utils/updates and such.
I'm asking this, Because sometimes it takes more than an hour just to copy the clients data (If he have multimedia files, Or you decide to clone his primary drive to be on the safe side).
I find it sometime not comfortable to charge the client for all the work I done, Since I charge by the hour.
I had this client which I've needed to install 2 new computers at his office 2 days ago.
I approximate the install/backup work of the 2 computers for a total of 7 hours, And because there was a problem with his office router while I was there, And because I was asked to update some software on other computers, I spent there a total of 12 hours..., Now 12 hours and 7 hours come to something like a 300$ difference in total cost....
What I did is, I've suggested the client to buy a bank of 10 hours when he gets a 15$ discount, And then He will pay less than actual cost.
But what do you do when things takes much longer than you've planned, And there wasn't any other faster way to get the job done ?

[xpuser357]

SOOO I take it you quote them a price on the finished job. On your job where other things that sort of relate, IE, router ,harddrive, and so on
should be extra!! Where you went to reload operating system and other software, and fix a (router problem, and updating) should be extra. By the hour. I guess you could make up a list like a flat rate, and think through
possible hang ups, that may occur oooppss were talking about computers but if you add per hour and do not quote them a price.
you may get ahead

[HipHoper]

The thing is that on the one side, If it's a client that trusts you, He will pay, But on the other side - BECAUSE this clients trusts you, You want to be considerate in cases where there was unpredictable problems, And this is something that you don't know everytime, How long it will take...

[xpuser357]

Did you quote them a price before you did the job?? And trust that you can do the job that is presented to you. or trust in that you will not rip him off??
I would charge per hour straight out. Just because you cannot see what will come next. Per hour covers extented times that would normally be quite easy
and quick.

[HipHoper]

I always charge per-hour, But the job took much longer than what I've predicted since the office adsl router not functioning, And since one of the installed computers had 2 ADSL VPN connection PLUS the office network, And there were problem configuring all of the to work.
So when things get nasty like that, I feel like there is no justice in charging the customer to pay fully for the un predicted work

[BOB IROC]

I have an hourly rate that I use for certain things. I basically start with $20 for the basic diagnostics which include a Hardware scan using PC Doctor or built in diagnostics from the OEM. I also run a few online virus scans. If they want a data back up the basic charge is $30 and for that I back up via my network and if they want it on Discs it is an extra $20. I only backup MyDocuments and Favorites for that and if they have any other data like Outlook contacts and settings or some financial program like quicken then it is $10 per program. I also make no 100% guarantee that I will get all their data and it will be functional after restoring it. Then a restore using the System restore CDs/Partition is $60 and I run all the online updates from Microsoft and install the basic plug-ins (Acrobat Reader, Flash, Quicktime, Shockwave, Java, etc...). I will put their data back and call it a day. If they want other programs installed/configured then it is $10 per program, but usually I will tell the customer that they will need to install their programs and peripherals when they get the computer back. Since I usually do work at home this is not a problem and I only do this for side job money.

Now if they want the work to be done onsite there is always an hourly rate of $45/hr and I have had customers pay lots of money for me to do the work at their house because they insisted I do it there. On that note I refuse to do work on anyone using dialup and if the computer is too old and running something like Windows 95/98 I usually tell them it is not worth it. I had a teacher at my school ask me about a month ago to look at her pentium 60 running windows 95. Couldn't understand why it was so slow. I politely refused and told her that she should really get a $399 computer or something. I mean she makes $80,000/yr I am sure she can afford to upgrade.

[Guts3d]

I charge a flat rate per hour for all work, and any time over the hour is considered a full hour in my book. I also tell the customer up front that I won't accept checks as I had a few bounce, and chasing them down was more trouble than it was worth. I sometimes get these customers that want to talk a bit, so I have no trouble letting them do so while I am on the clock. Honestly, I have found that most people don't care what you charge as long as you fix their problem and give them advice about surge suppressors, backup strategies, etc.

[HipHoper]

Hey Guts,

"I sometimes get these customers that want to talk a bit, so I have no trouble letting them do so while I am on the clock"....

LOL...I love the funny bits in the response to this post....

Maybe you should define yourself "Computer tech. And a shrink in time of need" :O)

Usually the clients that care about what you charge, Will let you know it through their body language, Or they'll say "Leave it as it is, I don't this to work right now, And your time is precious" (Translation - You're expensive :O)

[NooNoo]

I quote a fixed price for a straight format and reload of windows, then if they want more programs adding back in and their data, it's half as much again. The format/reload takes place on my bench at home. I explain that it will take 3-6 hours depending on the updates downloaded. For 90% of the time I am not working on the computer - it is doing things and I come back and check it from time to time.

If I deliver it back to them and they ask me to hook it up to whatever, it's a straight per hour basis.

For example, I got round to one guy who wanted it hooked up to his wireless router, no problem - then I found that he wanted a printer hooked up as well (no problem either), then he wanted his email set up, another profile and the list grew longer and longer.

Then he said - are you done yet? I need to go!!!!

I just billed him for more labour than the hardware was worth... and he paid without a problem.

After all, if you take your car to a mechanic, you expect a fixed price for a particular service and you pay extra for the bits and pieces you want done as well. If the mechanic finds something they phone and tell you how much it's going to cost on top of the fixed price. If the garage has always served you well in the past, you are quite likely to just authorise the work and pay up.

[HipHoper]

"Then he said - are you done yet? I need to go!!!!"
That is not nice - BUT - I guess we need to disconnect emotionally from our clients (I mean those one that pay :O)

This is an interesting point, That the garage calls you, But if you say in advance how long it's about to take, So as long as it's in the aproximated time, Usually you don't here a skweak from the client...

I know I do things as fast as I can, And my real profit is when I install windows from my "images" (now with the universal restore I wrote in my posts), And then I "finish" the computer in an hour or so and charge for 2-2 1/2 hours (Depend on client restore data amount). That is the cases that are most benefiting to me, because it takes me less time than it really should.

[Ferrit]

I have to say a basic reload of windows is 3 hours @30.00
I wont do that job at their place as its just too iffy and frankly 3
hours is whats chargeable. If you can save the data favorites/documents/music/wab and setting and reload with all software and updates and be done in 3 hours you are unbelievably good. Charge wise it is 3 hours but time wise it is usually at least 4 to 5 . Data copying and such is one on my specialties. It sets me apart from the usual suspects in computer stores. They cannot take the time. So I have created a niche market and believe me costs are not a question. I keep it reasonable.
Its their data and reliability that are the 2 greatest needed seconded by info on backup systems that are automatic like usb hard drives and ghost.

[HipHoper]

"Data copying and such is one on my specialties"....Special agent BOND....Ferrit BOND.... :O)

If the computer you are working on is of important client/data, Then it must be fully backed up via some imaging software (I love acronis), On an hard drive or DVD-R, And this process by itself might take 1/2 an hour up to 2 hours. And in order to be able to do that, You need HD space and proper connection to it (Via network or Usb/FW).

Just bought a 500gb drive today, Just to be able to keep client's images for a week after I bring them their computer in case something have been forgotten to be restored....Most of the images won't fit a DVD-R cause of their size, So HD space seems the best solution

[Ferrit]

"Data copying and such is one on my specialties"....Special agent BOND....Ferrit BOND.... :O)

Umm no not special agent, i just take the time to save the data. Its what distinguishes and employs me over and above typical computer people who arent allowed the time and frankly arent really good at it either.

If the computer you are working on is of important client/data,
UMM I think thats why I wont do it at the customers Any number of things can go wrong or the computer isnt booting correctly or its virused and needs ot be put in my scanning system

Then it must be fully backed up via some imaging software (I love acronis), On an hard drive or DVD-R, And this process by itself might take 1/2 an hour up to 2 hours. And in order to be able to do that, You need HD space and proper connection to it (Via network or Usb/FW).

DVDr's are nearly useless nowadays

Just bought a 500gb drive today, Just to be able to keep client's images for a week after I bring them their computer in case something have been forgotten to be restored....Most of the images won't fit a DVD-R cause of their size, So HD space seems the best solution

External drives are the way to go

[Niclo Iste]

My general ethics are different than my offices policies. I judge on a few things and this may be why my clients always come back to me and more frequently. I guage their personality, if they are the type that proves that they wouldn't be happy even if you offered to gold plate their whole computer for free they get charged every hour and if over by even 1 minute that's another hour. If they are more of a customer who needs help and in dire straits or they are a good natured person I'll cut them a discount or donate hardware I have of my own to reduce the costs a bit. This generally comes down to me shaving an hour off of laber which is the best I can offer because time logs would really dispute that if I gave them more off the price. I can live without a lunch break if it makes a client happy. My goal is to one make the customer happy, two fix their problem, three give them ease of mind. I guess you can say I stick to this because if I can make them happy even if the problem isn't able to be fixed they'll still be understanding and pay the bill. If I can achieve both 1 and 2 the third is easy because all it comes down to is doing a quick teaching and helping them understand what happened and if possible how to prevent it. The process has given me many opportunities to be referred to other potential clients by these people and has served me well at my old job. Building the reputation again at my new job is only a matter of time but will show its results in due time.

[HipHoper]

"I can live without a lunch break if it makes a client happy"....Expensive taste in food I guess :O)