Create a documentation process that involves the end user. It does not have to be fancy, but functional. I have many documented procedures, a series of checklists, for backing up data, for restoring the system, even for diagnostics. Then I have documentation for reporting to the customer. This means each customer will see I follow the same procedures no matter what, at least to a point. It also means that I also know within certain limits I also know how long it will take to figure out and repair their computer.
I made my first ones in Excel and just wrote down what softwares I used and made a check list. It took several revisions to get it correct and stream lined and then I made it pretty. I even carry copies on my PDA for the 'paperless' times. Just because I made it does not mean I have it memorized enough to always follow it without help.
My Process Checklist
I also have one for doing backups (just to make sure I get everything common), I have one for the restore process. Next I will talk about written diagnostic quotes.
Steven Young
Technician SupervisorS.a.A. Computer Repair
steven@saacomputer . com
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