Unleash Business Growth: Say Yes to Repairing All Tech

Want More Repair Business? Say Yes!

As a guy who ran a multi-shop tech repair business and did a lot of consulting work I know the true secret to success. SAY YES MORE OFTEN! Okay, it’s not really a secret it’s really just a good business practice. Successful companies, in any industry, find a way to say yes to their customers more often.

How many times does a customer call or come into your business and ask, “Can you fix…?” And how many times do you and your staff not say yes immediately or even worse you say no? I promise if your honest with yourself you will realize how often this happens or how often your staff says no.

Listen I saw it all the time in my repair business and I had three shops that grossed over $1million in revenue. It would drive me crazy! My most successful shops were confident and said yes. My least successful shops doubted and said no.

Friends, you operate a REPAIR BUSINESS. Every time some one asks if you can fix something you say YES — without blinking — without hesitating — without doubting. And don’t you dare ever say NO.

This philosophy should exist in all circumstances!

Why Say Yes, Every Single Time?

Because it’s true. Everything can be fixed. The only variable is how much is the customer willing to pay to fix it. That’s not your job to decide — let me say that again. It is NOT your job to decide if a customer should fix something or not. Your job is to fix things. Determine a price. Deliver the price to the customer. Always be honest and let them decide.

You have to have the attitude that everything can be fixed (for a price) if you want to succeed in this business. You have to establish this as your mantra and drill it into your employees. Otherwise you’re going to say no, or maybe, and then you’ll lose more business than you win.

Find partnerships that can help you succeed in the short term and then learn the skills you need to bring all of the business in-house.

Now I’ve been at this for 20 years and my shops repaired tens of thousands of devices. Could we fix everything that came into our shops? NO, of course not. But that’s not what’s important here. It’s the attitude you have to have to win. People who win have a winning attitude. I could list dozens of examples (sports, business, arts, etc.), but I think you know what I mean. But seriously, do you think a guy like Elon Musk ever doubts what he can do??!! In repair that means saying yes to your customers with all of the confidence you have.

If you want to win you have to have a winning attitude!

How Do You Back It Up?

First of all, you are going to surprise yourself. You are going to challenge your staff or yourself to fix something unfixable and you’re going to win.

Maybe it’s a repair above you or your companies capabilities — keep learning! In that case you can ship it off to another shop. In my early days we couldn’t micro-solder so we shipped all of those jobs off to another shop for repair. We didn’t make a lot on those transactions but we got a reputation in the market that we could fix anything. Once we learned how to micro-solder the profit followed.

You get one shot to win a customer — they aren’t going to check back with you in the future to see if you can do new things. Say yes and then figure it out! When you do you will win more business, they come back, and they will refer you to others.

NEVER SAY NO! Offer the customer a solution even if it doesn’t make sense to you. Super old phone? Might make sense to you to upgrade. But what if they have a special rate plan that they would lose if they switched devices??? I’ve also seen people that have a sentimental connection to a device. Doesn’t make practical sense but it’s what they want. JUST SAY YES!

In the startup world there is an expression called “Fake it till you make it” — I’m sure you’ve heard it. Here’s a good definition: to consciously cultivate an attitude, feeling, or perception of competence that you don’t currently have by pretending you do until it becomes true.

Sometimes you have to fake it till you make it!

“I Only Want To Fix __________ !”

When uBreakiFix started they quickly adopted the motto, “We fix anything with a power button.” Then morphed that into a question directed to their customers of, “What can we fix for you today?” Brilliant! Because in one sentence they communicated to their customers they could fix anything.

When a customer came into a UBIF store they said YES!

A lot of times when a new repair business opens up they only focus on phones. It happened to me. We refused to even fix related devices like computers. Well UBIF sold their company for around $250 million dollars and I didn’t.

A repair all tech strategy is the best strategy! Why? Because it builds your customer base and gives you more repeat customers. Acquiring customers is expensive. Customers are the lifeline to your business. Build a strong customer base that knows they can come to you whenever their tech needs repair and you win!

Here’s the best part. Many tech items these days are very similar when it comes to repair. And EVERYTHING is becoming tech! Demand for your services is only going to grow if you adopt a repair all tech philosophy.

UBIF had it right when they said anything with a power button. I will take it a step further and say anything with a power button and a circuit board. Once you advance your skills you will be surprised what you can fix.

Every tech repair shop should be repairing computers, laptops, TVs, robo vacuums, small appliances, and so much more. Demand for the repair of these devices is only going to grow.

Say YES to more customers and you win!