Is Faster Service Worth More?

Imagine this. Your computer is not working properly. You have tried to understand the problem and to find a solution that you can implement yourself. Yet, after trying, you are no closer to a solution, you find the situation aggravating, and you decide that there’s no point in continuing to attempt fixing the problem yourself. Your time and attention are better spent on productive activities and should not be wasted on this computer problem any more.

The computer technician that you call asks a few questions then says to bring the computer in to his shop. He charges $60 per hour and predicts the computer ready in two business days. Once he has the computer, he will diagnose the problem then call you with an estimate.

Q1 As you consider not having your computer on hand for two business days, and the opportunities to use it productively that you must forego, would you be willing to pay more to have it fixed and back in use much sooner?

Q2 If the computer technician offered to fix your computer within 24 hours, satisfaction guaranteed, for a fixed fee agreed in advance, how attractive would that be to you?

- Glenn R Harrington
Articulate Consultants Inc.
www.articulate.ca