Boston MA (PRWEB) January 11, 2011
It's an idea that has been around for several years now: hiring a 'Geek' to come to your home or office to perform Computer Repair magic on that ailing PC or network. The consumer can realize substantial savings in having his computer repaired versus purchasing a new one and requesting that his data be transferred over to it.
For its small business customers, Geeks Mobile USA is a lifeline, without which their office operations would come to a standstill. Geeks Mobile USA is one of the few companies that offers a 3 hour priority response across the continental USA, which gives small businesses a reliable vendor that will answer the phone, and most importantly, send someone who knows what they're doing.
Founded by entrepreneurs Ilya Elbert and Stanislav Groshev, Geeks Mobile USA has successfully implemented that model and produced double digit growth year after year despite the country's current recession. Despite the plummeting prices of new computers, requests for service have steadily increased.
"We've never been more busy," says Elbert. Over the past 3 months, Geeks Mobile has hired 5 new full time employees to manage inbound call volume, as well as taken on several account managers to improve its service delivery to its large corporate customers. Profitability? Ilya Elbert says the company is highly profitable, in many parts thanks to how its internal staff functions together, and how the company treats their employees.
"Every member of our team is empowered to make the customer happy," says Ilya Elbert. "At other places I've worked, the customer service reps had their hands tied when it came to going against policy to please the customer. They had to get an override from someone in management.
"When we started Geeks Mobile USA, we wanted to make every staff member a self managed team. We trust them to make the best decisions to satisfy the customer, because they are on the front lines."
Additionally, the Geeks Mobile USA interview process evaluates how well a potential new staff member would fit in with the existing team. "Its more important to work well together, then to have paper credentials. These are the people you sit next to every day. Its a tough business and if you can't get along, not only will you not last, you will bring others down with you."
"Incentives are also a big part," says Ilya Elbert. "In some direct way every staff member here gets a share of how well the company does. We have little contests as to who can book the most calls, who can hire the best technicians, and who can get the best review from a customer," Elbert continues.
"It took us a long time to figure out what works in an environment like ours, and what doesn't. What we've found is, create a structured environment where everyone has clear cut responsibilities, but after that, get out of the way," concludes Elbert.
So what's next for Geeks Mobile USA? "A more business-focused approach," muses Elbert. "In 2008, businesses were 20% of our bottom line, now they're over 50%. Because of the economy, business owners are choosing to repair and maintain servers and networks, rather than gut their entire infrastructure and replace it with new equipment. "We've hired new staff that is dedicated exclusively to the needs of small businesses," adds Elbert.
Why the novel approach? "A business can't necessarily wait a day to get a technician. They need help right away, and their problems demand a higher skill-set. Our business-class techs are a different breed," explains Elbert.
The company's latest strategic move has been to try to reduce the amount of in-home visits needed. "The truth is, we can solve about 50% of the problems over the telephone, even with the most computer-phobic users. Our technicians can connect remotely, but unlike other services, they live and work right near you. We never outsource anything to other countries," Elbert states proudly.
"When the issue can be resolved remotely, it saves both the customer and Geeks Mobile money because of the lack of overhead in having to have a technician drive to your house. Coming to your home is still the bread and butter of what we do, but if we can save you a couple of dollars by fixing it on the spot, that's just good business. And there's usually no wait to have someone start helping you remotely."
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