For many computer repair business owners, the hardest part of the job is to talk with clients. You’re there to fix the computer, not engage in idle chat. If you want repeat business and word of mouth referrals, talking with clients is part of the job.

We’ve covered how to deal with clients who don’t listen, want free tech support, or are just clingy. This isn’t about them though, this is about you and how you set the tone of the conversation.

Dress Up Like a Superhero Because You are One

If you haven’t noticed, professionals often have uniforms. You expect a doctor to dress is a labcoat or scrubs. A cook wears an apron. Superheros probably have a fancy uniform and accessories that say “I’m here to save the day.” Remember that’s your job. Most superheros have secret identities. They’re usually quiet and shy to throw people off the trail of their prowess.

I don’t recommend going to a client in tights and a cape. If you have a specific uniform you wear to each client, you know when you put it on, you aren’t the same person. A golf style shirt with a logo along with pants or a skirt is fine. Don’t wear this outfit anywhere but with clients. This is your alternate identity. Along with that outfit, find a few special tools. DoctorWho has a sonic screwdriver, and so should you. I have an official sonic screwdriver I use as a conversation piece. I also recommend a special pen (mine has a touch screen stylus). These are tools that establish my identity and I use only while working. Your uniform and tools will give you that confidence boost you need to talk with clients.

Establish a Routine at Clients

The less you have to improvise, the easier the conversation will go. When my team is first onsite with a client, we always get authorization to start work and take careful notes. After introducing ourselves, we then read off the work order to the client. We’ll take additional notes and ask the client to authorize the work by signing the form (check out the Computer Business Kit v3 for these type of forms).

This routine makes sure we’re doing the work requested and we’re covered under our terms of service for any problems. In the background we’re establishing rapport with active listening. Shy or introverted techs walk in the door and ask “where’s the computer?” That’s the wrong way to start a service call.

Meet the Client’s Conversational Needs

Even the best of us aren’t quite sure how much a client wants to talk or know. Some clients are so chatty, you can’t get much work done. Other clients won’t say a thing no matter how much you try to chat them.

I had trouble with this at first, but a colleague told me where to find role models. Bartenders/baristas, massage therapists, and barbers/stylists are the best people to learn conversation from. They not only need to talk with clients, but also need to know when a client wants to be left alone. Watch them for a while and you’ll pick up on client cues of when to talk and when not to talk.

The best cue if a client wants to talk is if they stay in the room with you. Business clients often will walk way since they have other things to do. Residential clients are more likely to strike up conversation.

Keep the Conversation Going Professional

Take the client’s lead on the conversation. Talk about the subjects that interest them, with some exceptions. The standard topics to avoid are politics and religion. Everyone has an opinion on these issues and you aren’t there to share your opinion, you’re there to fix the computer. Even if you share an opinion with a client, avoid the conversation.

If the client brings up these issues, steer the conversation to safer topics. If the client is passionate about the topic, they may bring it up again. More than once I’ve had to say to a client, “That’s not a topic I feel comfortable discussing.”

When you can’t think of anything to talk about, or need to move the conversation in a different direction, weather is usually the easiest. Open ended questions are better conversation starters than direct statements. “What do you think of all that rain? is a better conversation topic then “Haven’t we been getting a lot of rain?” Another good question is about upcoming vacations. Most people go on vacations at some point, and if they don’t have one coming up, they’ll tell you why. Listen to those bartenders, stylists, and massage therapists for conversation starters. I always pick up a few.

To keep the client talking (instead of you), respond with listening cues like “Interesting! Tell me more?” or just “Really?” People love talking but want to make sure your listening. Watch a few talk shows to see how the hosts does this. A good host doesn’t say much: the audience wants to hear the guest not the host.

Say Goodbye to the Client

Along with a opening routine, you need a closing routine. The obvious for many technicians is collecting payment. Your last impression with the client lingers. If you leave without making them feel comfortable with you, that’s the last thing you remember. I see many techs leave a site without saying goodbye, especially in a business setting. Let the client know what you did and what to expect. Unlike the superhero, you don’t want to disappear into thin air. On a practical level, when technicians don’t say goodbye to the client, the client sometimes questions the hours billed. The other key to a proper goodbye is to confirm what you did and what the client should expect. This doesn’t need to be long or technical. “I figured out what’s wrong and you shouldn’t have that problem” is a fine closing goodbye.

You may work on computers or servers, but it’s the people who decide whether to call you again or pick another technician to work on their systems. If you’re friendly and personable, you’ll get repeat business despite your shyness or introversion.

Tweetables

“Overcome your shyness and get repeat business from clients” [Click To Tweet]

“How to overcome shyness as a Computer Tech” [Click To Tweet]

“Be a Social Superstar While Onsite” [Click To Tweet]

Written by Dave Greenbaum