Question 1

Are you an insured business and do you guarantee your work?

Accepted Answer

Yes, I am insured to comply with corporate requirements and I do guarantee my work*. *Conditions do apply, I do not cover acts of God, pets, toddlers or misguided relatives that claim to know computers.

Question 2

How did you decide to get into your line of work?

Accepted Answer

It was one of those things that just clicked. When I was finding almost everything else hard, technology was easy to get my head around and mess with. When something feels that right you just have to go with it.

Question 3

Do you have a favourite customer story you would like to share?

Accepted Answer

A testimonial from a customer I have had since 1996...  "In 1978 I had to shed my apprehension of technology and look after our computing systems, with screwdriver in hand and telephone to ear.    When technology out-paced my ability at-the-end-of-the-phone in 1996, Ben was' the-bright-young-thing" working for Q-Tech in Karratha who was assigned to install and look after our brand-spanking-new Novell network.      We were lucky that when Q-Tech closed-up shop in 1999, you started your own consultancy, and guided us through our next upgrade in March 2003.  Your own departure from Karratha in 2006 left a big gap.     We were lucky to be accepted as clients by Mark O'Connor, until he also ceased operating his business in 2008.  Peter Hinchliffe, PanSolutions, served us a best he could in the little time he had available.   Ben made contact with us in 2009 when he set-up his remote support services; and as Peter became increasingly difficult to get hold of, we turned to Ben exclusively for our IT support.    Ben's remote support service, means he spends less time on-the-road, and can be responsive, more hours in the day.  It is convenient for us, that Ben, working from home, can access our system after-hours.  This minimises our down-time, and I don't need to hang around.     Technology is such that when I am here, if I choose, I can still 'hover' and watch what he is doing on our system. I can ask questions, and I can learn.    Ben has always willingly, and very patiently, answered my numerous questions. At times, he may have felt as if he was being interrogated. He was.  I need to understand. Not in intimate detail, but I need to understand the logic; the how; and especially, the why." Glen, Karratha.

Question 4

What do you like most about your job?

Accepted Answer

Working with great people and giving them what they want out of their technology is one of the biggest kicks I get out of what I do. Also learning about new technology as a part of my work is another one of the things that make my work rewarding.

Question 5

What questions should a customer ask to hire the right service professional?

Accepted Answer

Any question that helps the customer feel relaxed with the service professional. Even though I work with technology, I understand that most of my best work is done with people. When my client trusts me the professional relationship is so much better and everyone gains from the experience.

Question 6

What questions do customers commonly ask and how would you answer them?

Accepted Answer

Over the last 20 years I have been asked all sorts of questions. Some are harder than others and have actually made me really stop and think. My customers are really smart people and ask some of the best questions. That is why I love what I do. I could not come up with all these questions on my own and since we are all driven to know more I appreciate all questions no matter how simple or complex. My answers of course are varied because of the many different questions but the one constant in my answers is honesty. If I don't know I will tell you but I will also start looking for an answer so I can answer that question not only for you but also for me.  I am really looking forward to your questions.

Question 7

What makes you the most reliable and trustworthy person for the job?

Accepted Answer

With over 20 years in the business and more than 15 as a business owner I have constantly strived to deliver reliable service to all of my customers. Some are still with me from the day I started my own business. From Paris to Perth I have served all my customers with care and pride in my work. Trusted by Australian government, finance and the world's largest names in the computer business. I have a track record in providing world class support.

Question 8

Why should a customer hire you over another service provider?

Accepted Answer

I take pride in my work and I like explaining concepts to my clients. Seeing the light of them getting a concept or understanding a process makes my day. I will not only do the work but I will also explain the process in English.

Question 9

What are the typical things that you need to know before you can provide a quote to a customer?

Accepted Answer

As much information as possible. What exactly is needed, what are the details of the equipment I will be working with? Am I helping a business or a household? Has anyone else helped you before and if so, what did they do in the past that made you happy or what could be done better?

Question 10

How can a customer save money before you start the work? Please give 3 tips

Accepted Answer

Have your passwords ready for your router, computer, email or other services that need to be looked at. The less time spent looking for account details, the more you save. I will only ask you to enter in passwords yourself. I will avoid asking directly for account details to protect your privacy and my reputation.

Question 11

Are there any special offers you would like to offer to Oneflare customers?

Accepted Answer

Oneflare customers will receive a 50% discount if they... 1. Use remote support where I help them via remote control. 2. Settle their account in full within 7 days (3% credit card surcharges will apply) 3. Leave a positive testimonial with Oneflare.

Question 12

What makes your pricing competitive?

Accepted Answer

My charges are based on results. If I cannot help you I will not charge you AND I will try to refer you to someone who can. After 20 years in the business you do get to know a few people so chances are that I can help you find someone for you.

Question 13

How do you normally charge for your service?

Accepted Answer

I commonly charge by the hour regardless of the type of work I do. I do however do not charge for idle time that is not a direct result of the client's actions. I try to be fair to everyone.

Question 14

Is there a particular aspect of your trade or industry that you specialise in?

Accepted Answer

Nope! I accept all technology equally. :-) I will work with everyday technology and I am quite happy to work with really unusual applications of technology. The stranger the better. Challenge me.

Question 15

What experience, skills, qualifications or training do you have to make you the right person for the job?

Accepted Answer

20+ years experience starting off in technical support for a small ISP I got the basics of helping people with technology. As the years rolled on I represented more diverse companies in technology including IBM, NCR, Diebold, Dell, Compaq, HP, Gateway, Storagetek, Fujitsu and CSC working in areas of Business support/general IT, Point of Sale, Fuel delivery systems, Automatic Teller Machines and many other weird technologies. I have completed industry certifications but most of all I have real experience in helping real people with real problems. The greatest recognition I have achieved so far is to be a regular guest on 6PR, a Perth radio station where I take calls live on air that range from troubleshooting to discussing technology. To be allowed to speak publicly in a live forum is a real test of my ability.

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