Years ago, when I started my little computer business, I had a vision of a DIY shop where customers would come and have assistance installing parts or performing software repairs. The idea of self service seemed like a great idea. That idea quickly changed after I realized most customers just want functioning equipment.
I’ve learned a lot over the past ten or so years and every day I learn a little more. As markets change businesses must adapt otherwise they’ll fall by the wayside. Whether the business is frozen yogurt, auto detailing, or computer repair; all businesses must adapt to current trends or they won’t succeed.
I’ve noticed what I originally thought was a trend about two months ago but couldn’t pinpoint if it was or not. News of Microsoft discontinuing Windows XP started to become widespread in March. At that time, Microsoft started issuing press releases and pushing Windows 8 as XP’s replacement.
We received a ton of questions about the discontinuation of XP and were asked for suggestions. Most of the systems we suggested were Windows 7 because the function of 7 is similar to XP. For many users making the move from XP to 8 seemed like a far stretch.
XP systems were flooding our stores because people were taking advantage of our free computer recycling service. At one point we had so many systems the recycling company I use needed to make several trips. Customers were eager to dispose of the old because they were led to believe the old was no longer good.
Long after my disposal company picked up the leave behinds, several people came in to ask if we still had their old systems. Windows 8 lost a lot of people and they felt Microsoft misled them to believe the new interface was better. Users were forced to convert and learn new.
So the trend I spoke of earlier is really based on the notion that technology evolves so quickly that it has become the consumers’ responsibility to learn and adapt. No longer is it the responsibility of technology vendors to create new adaptations of the original which would make learning easier. The trend stems from reinventing an interface and common commands that people are used to.
We, as a computer repair company, have been spending a substantial amount of time teaching and coaching the new technology. And by the way, I’m not overly pleased with 8 and refuse to install it on my personal systems. Microsoft isn’t the only company doing this and this same scenario plays out each time something new is introduced.
Technology shouldn’t change drastically to the point customers have to rely on third parties to learn its operation. In an article I wrote in March 2013 I discussed Windows 8 and how drastic the change would be. At that time I suggested businesses may not want to make the upgrade because of the steep learning curve and I hold my ground.
Many years ago the flashing 12:00 on a VCR was the butt of many jokes for sitcoms and stand up comedians. Customers couldn’t figure out how to set the time and it became a major frustration as 12:00 flashed incessantly. A colleague of mine who used to fix consumer electronics once told me he made a ton of money setting clocks for people. I don’t believe it’s fair to take advantage knowing that what people really want is functioning equipment.
(Jeromy Patriquin is the President of Laptop & Computer Repair, Inc. located at 509 Main St. in Gardner. You can call him at (978) 919-8059 or visit www.LocalComputerWiz.com.)