Being in the IT industry you feel a certain brotherhood with other folks who have similar functions. Plumbers and mechanics are two of those disciplines that I feel we have much in common with. See, we have the knowledge to repair something when most people don't.

But why don't people look at it that way?

A recent BBC article looked at the shape of the PC repair industry. It wasn't flattering.

The writer sums up his feelings about the PC repair industry simply and harshly:

It seems incredible, but millions of families and thousands of businesses have no-one to turn to but a bunch of unqualified amateurs to fix the most complicated pieces of equipment that have probably ever existed. It's a scary thought.

Depressing, eh?

Think about it for a minute. PC penetration is pretty high now as most families have a computer, but how many people actually pay to have their's fixed or repaired properly?

Most of the time people will limp along without ever considering getting it fixed. Other times people will assume that your PC is behaving the way it should. There isn't an inspection service for your PC yet like you have with your car.

When you bring your car to the mechanic to have it inspected they'll tell you what's wrong. At that point you can determine what you want to fix. In the PC industry we'll sack you with a cost just to look at your PC. Want to have something replaced? Forget about it. Buy a new PC.

Is there a market for good, solid PC repair and maintenance? I've puzzled over this question many an hour. Could I make money if I opened a PC repair store? Each time I consider the possibility I leave myself with three unmistakable facts. These facts always direct me to the "NO" answer.

1. People are lazy. We are. Given a choice between preventative maintenance and watching the latest football game, we do the football. Only the most anal retentive of us actually do all the preventive maintenance we can around the house.
2. Computers are cheap. You know how cheap computers are these days. For $350 you could have a Dell delivered to your house and be on the internet in an hour. If the going rate for computer repair is $50 an hour the "buying a new PC" scenario is looking mighty tempting.
3. Technology changes: If a family keeps a PC for two years and the starts having problems there's no guarantee that replacement parts will be available. Some companies, like Emachines, turn over their inventory and models every quarter.

Is it a lost hope that a PC repair shop could thrive? Not at all. There are three services that I would offer to ensure my PC repair shop stayed in the black:

1. Data migration. People may want a new PC, but moving all their files and reinstalling all their applications is a pain in the rear. Offering this service makes sense because it saves the customer time and frustration. It can even be offered as a bundled service when a new PC is purchased.
2. Free inspection. This would be the most effective way to handle your customers. No commitment from the customer, but you have the chance to mitigate the time you spend on the issue.
3. Home service. Why should someone have to schlep their PC into your store. Does a person have to haul their dishwasher in? Home service can be offered as a premium choice to customers.

The days of the PC repair shop aren't numbered, but the way in which business is done needs to evolve quickly.

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