New Clients Can Be Great – How Do We Find Them?

New Clients Can Be Great - How Do We Find Them?A new client called me last week to schedule a tutoring session. Two things were unusual about this. First is that the client did not report anything wrong with his computer; he just wanted to learn how to do some things, and he even had a list! Since most people who call me want service first and tutoring second, if at all, and many of them are too disorganized to make a squawk list, this was a gratifying phone call.

The second thing that was unusual was that the new client was a man. Most of my senior tutoring clients are women, sometimes with their husbands sitting in to pick up hints on how to fix things.

People like me who repair computers and tutor must consider marketing channels if the activity is to be anything other than a hobby with occasional small income. In my case, I offer free lectures through various senior centers, and I teach occasional courses through OASIS, a nationwide school system aimed at continuing education of seniors. I will present three short courses in June (see Class Description). This gives me exposure both to attendees and the multiplying factor of word of mouth advertising. My out-of-pocket expense is zero or negative (negative cost since I get paid to teach and occasionally gets tips for my free lectures — leaving an open jar next to a signup sheet works wonders).

In addition to those marketing activities, I also write an occasional newsletter for anyone who has ever used my services. This newsletter is also sent (thank you, Alan) to members of at least one PC users club. My newsletter has also been quoted in a PC column in a local newspaper because the author of the column also gets a copy. That single quote brought several responses.

Strangely, although this series of LockerGnome posts has generated several conversations with local users, I cannot identify any clients who first heard about me through the Internet. The vast majority of clients have been word of mouth.

Attending PC user clubs is fun, interesting, and another way of getting your name out to potentially interested clients. I am not aggressive in that type of marketing, and being too forward in pitching yourself will be a turn off for the other members. The benefit of clubs is primarily to associate with people who share your interests and exchange useful information. Any extra benefits are secondary. Be cool and enjoy.

So this new client is very organized. He has a desktop and laptop. The desktop is a general purpose machine for the family and visitors. The laptop is single-user and almost exclusively used for managing finances. We sat at his desk and ran through his list of questions. It was a pleasure to work with someone who had the basic ideas down and who wanted to learn more. It was such a pleasure that I almost forgot to perform the most rudimentary security checks on his systems. Checking for prior infections is my standard practice when meeting a new system for the first time.

With some quick surfing, I suspected his browser was compromised, so in spite of being at the end of our agreed upon session, I inspected his anti-virus software protection and noted that it was an expired commercial package that probably came with the computer. So I downloaded and installed Malwarebytes on both of his computers and ran quick scans. We chatted about various computer-related things while Malwarebytes did its thing, and we watched the red warnings pop up on the desktop as Malwarebytes found more threats. When the quick scan was complete, it had found over 300 threats, most of them relatively harmless adware, but a good sprinkling of them were harmful Trojans. We talked about that for a bit.

The laptop had a single threat indicated — some adware.

So I set up the desktop to do a complete scan and showed my client what do to when it finished after I left. We scheduled another meeting to install MSE and continue the tutoring.

The bottom line is that my client ended up spending more money than he had planned, but being happy that he did. His questions were answered, and he actually did the activities that he wanted to do since my style of teaching is to say, “I know how to do it. You operate the computer, and I will simply oversee.” Some clients do not like this at first because they are self-conscious about making mistakes. I tell them that computer literacy is a lot like learning to play the piano — I can tell you where all the keys are, but you must practice.

As a bonus, he learned a bit about malware works and bought into my standard speech that regardless of the anti-virus software, he is the first line of defense.

One does not get rich on a business where the income is proportional to the time spent by one person (unless, maybe if one is Picasso!). However, the rewards can be in meeting new people, helping people, and making a bit of money here and there. If I wanted to be more formal and make more money, I would rent a small office and set up a “real” business. There would be tradeoffs. I like it the way it is.

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  • http://twitter.com/djmoore711 D. J.

    I fully agree; it’s all about passion!  When you love what you do, it is no longer work.  Some people make it hard, but all-in-all this is a rewarding field to be in.

    • sdeforest

       Some years ago I went to a seminar for people who had been laid off.  The speaker told how to start a business. After many flip charts, he addressed me as one of the people who had started and kept a company going and asked if he was right.  I said he left off the most important factor–passion.  He wrote that over the top of his last flip chart in large letters.

      • http://twitter.com/djmoore711 D. J.

        I’m glad he picked you out of the crowed. Those people learned what that entire seminar should have been about in your one word: passion!

  • http://twitter.com/lorddresefer Drew Perreault

    as much as he spent money on your services you probably like spending as much time with the client. All businesses are based on great experiences for both parties and if you are likeable they are willing to spend money. but even then the money is almost secondary because its always a pleasure working with open-minded people willing to learn VS people who just pay you to “get it done”. I know this first hand and have experienced both types of people, and have to say I’d love to do this type of work for a living but not sure where to start (i’m only 20 lol)

    • sdeforest

       You would be very lucky or smart to be able to have such experiences for a living.  I have run companies for a living and been grateful to have occasional good interactions.  Most are neutral, a few bad–fortunately very few.  In a good transaction–money or personal–both parties benefit.

  • http://twitter.com/iHelpmacusers Mark Biallas

    Get post, I have a similar client.