I am pleased to announce that another significant improvement in quality of service has been implemented!

You rely on me to keep your computers up and running and your business depends on them. There have been occasions where your urgent requests were not handled as emergencies. Being a one-man operation, I needed some way to identify the truly urgent needs quickly and efficiently.

Hence, I will now provide a special phone number for urgent needs. Thanks to Verizon’s inexpensive family share plan, I will now carry two cell phones. The current number 602-826-1303 will remain a primary contact method (text messaging and email the other primary contact methods). This new secondary phone will be for urgent needs. Whether I am driving, sleeping, at an appointment, or whenever it may not be convenient to answer every call, I will always* answer this number. (See disclaimer below)

What you deserve is excellent availability. I can now provide that much better than before! I anticipate that this new emergency response number will SIGNIFICANTLY improve my availability to you. You will know that your urgent requests can be filled in a timely manner.

All I ask is that you treat this number with respect and only use it when you truly need it. This is NOT a service of “just call the other number if I don’t answer the main one.” It is for use ONLY when an urgent mission-critical need is present.

You will see a lot of statements of “willing to pay” in the acceptable use section. This is not a method to squeeze more money out of you. Simply, most of the times when you would need this urgent response, you’re going to be paying anyway. If you want me to prioritize you above another customer, there will be an associated charge for that. This encourages me to actually prioritize you higher than another, and it encourages you to only request urgent service when it truly is of an urgent nature. Also, the extra charge allows you to choose what response time you desire. If you do not want to pay extra, simply call the regular number, or email me, and schedule an appointment. But, if you choose to pay more, I am more than happy to come out sooner than later.

Acceptable uses of the urgent phone number

• Any extreme mission-critical need that you require immediate response for.
• Anytime you are willing to pay the additional hour charge for 2-hour response time.
• Anytime you are willing to pay the additional half-hour charge for same-day response time.
• It is a weekend and you need service completed before Monday and are willing to pay the higher weekend rate.
• You may not need me to arrive particularly quickly, but it is extremely critical for you to know exactly what time I am expected.
• You are referring someone to me, and you know that if that new person receives quick response time, it will benefit everyone.
• A normal need which has not yet been scheduled/completed has now become an urgent mission-critical need, so you call to schedule or confirm an appointment.
• You have to cancel or change an appointment that I’m already on my way for.
• When not speaking with me right away will cost you more than $200.

Unacceptable uses of the urgent phone number

• Calling at 6am “just to see if he’ll answer”.
• Setting up a standard appointment.
• Your home computer is broken (unless you are willing to pay an extra hour charge).
• A response in the next 1-48 hours is really all the same, but you are impatient.
• You need tech support, want advice, or have questions, but it’s not an emergency.
• You never heard of “The Boy Who Cried Wolf”.

To sum up, if you are using this urgent number more than 3 times per year, you are not using it as intended.

By accepting this new phone number, you agree to the above terms. Please read this entire document before using it. The number is 602-541-4121.

If you were thinking of referring me to someone, I am still looking for new business. It is my hope that this addition will give you confidence in knowing your referrals will be well taken care of!

I’m looking forward to our new and improved relationship!

Rick




*Disclaimer
There are times I may not answer. For example: I’m in the shower/bathroom, in the middle of church, it’s Christmas Day, I’m at a sporting event, on a weekend vacation in the mountains, it’s Saturday night and I’m on a date, unforeseen circumstances such as accidentally leaving the phone at home/in the car, there is a reception problem or battery failure, I could be in the hospital or visiting someone in the hospital... the list goes on. It’s not reasonable to expect a one-man operation to promise that under every circumstance I can be available. This is not 24-7 response number, nor does it need to be, as none of my customers require that. However, as promised, I will make every effort during normal business hours (plus quite a few more) to be available for urgent mission-critical needs.