It's like a car, really...

...so said my latest 'silver surfer' client. She was using the metaphor in the sense that using a computer is like learning to drive. At first, the gears, the pedals, all the dials seem overwhelming. After a while, you're blasting up the motorway at 70+, in the middle of the night without a second thought.

To extend the metaphor - it's also like a car when it comes to servicing and repairs.

Most of us have worked out how to fill up with petrol, or diesel, not mistaking the two 99.9% of the time. Some of us manage our own oil changes or little servicing jobs. On my 'toy' I try to do as much as possible. On the car I rely on for the business, I tend to entrust work to the experts.

Are you catching my drift yet?

You wouldn't hand your company car over to the 14 year-old boy down the road because he reads Auto Express every week. But it appears plenty of people are happy to let little Freddy loose on their PCs.

People are also 'happy' to pay £50+ per hour to the local mechanic (or £95+ per hour to the dealer) to have their car serviced or repaired. But to some, £35 per hour to have their PC rescued is a bit steep.

Granted, a new PC costs a few hundred pounds, a new car many thousands. But when you buy a new car, you don't need it to remember every journey your old car went on.

We need to consider the data stored on our PCs as being worth something. To me, it's my livelihood - every bit and byte is worth money.

How much is your computer worth?

When it comes to charging I know we're not the cheapest. However, I'd like to think we are the cheapest experts - I believe we offer very good value for money PC support.

The top ten sins of business email?

Interesting little article on the Business Link site - the Top Ten Sins of Business Email.

I'll add a couple of my own, specifically aimed at those looking to run an e-commerce site...

11) Not reading email promptly.

If I send a query to a supplier, I will probably keep browsing other suppliers until I get a response. If I haven't had a reply within an hour at worst, a day at best, then I'll probably go elsewhere. Let us assume that regardless of how 'normal' I am, I am not unique!

12) Not replying promptly.

Believe it or not, this is not the same as number 11. You need to read your emails to prioritise them. The message may not require a reply instantly, but at least try to respond the same day.

13) Changing the channel.

If someone has emailed you, as a matter of course, reply to them by email, unless they specifically request a phone call. They may be a in a location or situation where the telephone is inconvenient, they may just want to have things in writing. If they wanted to speak to you, they would have picked up the phone too.

Ah, little personal note on this though - I often change the channel the other way. If I pick up a voicemail, and the query can either be better addressed by email or should have been sent by email in the first place, then I reply by email. As a small business we need to prioritise our resources.

14) Cannot think of 14 yet, but it would seem foolish to tempt fate by stopping at 13 on a Friday.