Direct MP3 Download: Podnutz Daily #332 – Why You Should Do Remote Support
with guest Lisa Hendrickson from CallThatGirl.biz!
Today, Lisa Hendrickson from CallThatGirl.biz in Minneapolis, Minnesota rejoins Podnutz Daily.
Business is doing very well. Lisa has grown from one to seven employees over the last year. It’s been a big learning experience with lots of paperwork hurdles to stay legal and maintain control to “grow it right”. Lisa has done lots of remote set-ups of new computers straight out of the box, transferring data and settings, and installing customer specific applications. She discusses steps she has taken to evolve from one person shop to 7 employees with three shops across the state and a robust remote support protocol. To follow the journey of Lisa’s business explosion, check out these earlier Podnutz Daily shows:
Podnutz Daily #316 — Call That Girl Joins Us Again
Podnutz Daily #302 — Call That Girl Remote Support Tips
Podnutz Daily #274 — Call That Girl
Discussion Topics:
- Lisa started using an intern to shadow her as she worked and learn, gradually progressing to take on small jobs, then to part-time, and finally full employment.
- Outsourced some hardware work at first, then took on a contractor, then hired full-time technician once business load grew enough to support it.
- Opened multiple stores and extended hours, based on opportunities where there was a supply-demand hole.
- Location visibility
- Remote opportunities: and guidance:
- Slow Internet connection
- Printing problems– bad driver, stuck queue, not pooling,
- Initial, often complete, virus fix
- Interview process helps determine schedule and priorities
- Turning a “tire-kicker” into a client
- Develop friendly and helpful communications
- Mac Issues people don’t realize need to be done
- Who is a good prospect for a remote job?
- How to get your brain out of shop mode and into virtual mode
- Benefits and mechanics of taking on an intern
- How emote tool equate to tech bench
- Lisa’s eBook is now in second edition The Guide to Remote Support — almost double the size –is fleshed out with more introduction and explanation. It is more of a business manual on how to do it, with some additional technical tips and advice on up sell opportunities like backup and a virus protection plan.
- TeamSpeak community gets strong recommendation and some discussion
- New Computers are easy to setup remotely, transfer files from old computer to new, with network share setup to remote in through the two computers.
- The Desktop Kit with all the tools needed to do the work is a remote support tool Lisa has developed that all her techs use on the job.
EMAIL (mail@podnutz.com)
- Juan asks for recommendation for an IT tech support widget or page that clients can log-in to for repair status . Lisa recommends mhelpdesk online form that emails client as technician updates history.
- Abdula has problem with Toshiba Satellite A200 laptop turning off when attaching the charger even though battery gets charged.
- Brian dismantled a Toshiba A100 528 and replaced motherboard without success with getting video although hard drive spins. Several suggestions provided by Lisa and Steve.
- Fab from Fab’s Autobackup who has just released update to Fab’s AutoBackup 4 for Technicians
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