In addition to the recommended virus removal tools, bring the following to on-site jobs:
Your Live CD and external hard drive can help you to recover files from crashed computers on site.
When working on your customer’s computer, should you perform on-site repair, or take it back to your workbench to perform the work?
Some considerations:
Estimated Repair Time – How far away is your customer? If they live half an hour away from your office, is it worth the trip back to your own workbench for an hour repair? If you feel you might be able to quickly solve the customer’s issue on-site, then make it clear to him that you will be glad to take a look, but there are no guarantees. You can provide a quote over the phone for repair regardless of whether the work is done on or off-site. Yes, the burden is now yours if you need to take the computer off-site, but by reducing uncertainty you move the customer toward the sale.
Trust and Your Customer’s Concern for Privacy – Does your customer trust you with her computer? She might expect to see some identification, like a driver’s license, before leaving you with her PC. Don’t let her copy it though – have a prepared statement, e.g., “it is my policy not to let customers copy my driver’s license.” It helps to hand her a professional looking business card with contact information at that point. If your customer insists that repair is done on-site, you might explain that you’d be happy to do so for X dollars, but that she can save money by letting you take the computer back to your workbench since some of the diagnostics will take a long time.
Parallel Jobs – If you’re able to get a few computers on the workbench, all running scans and diagnostics at the same time, then you increase your work throughput and profit, while maintaining availability in case another customer calls in the meantime.
The Customer Likes to Look Over Your Shoulder – Do you feel uncomfortable working while the customer looks over your shoulder? You might have to accept this to some degree, but you can avoid it by explaining that the customer will save money if he permits you to take your computer back to the workbench. Some customers will test you, trying to get extra free work by making various “small requests” as you repair their computer.
Slow Backups – If you are going to back up the entire computer using imaging software before working on it (typically a 5-hour process), then it almost always makes sense to go back to your workbench.
Get your PC Virus Removal business some Google Juice! Once you’ve created your webpage to advertise your computer repair business, start creating links utilizing the free account on these sites:
You’ll have a much greater return on your time investment by listing with these sites than with online classifieds like Craigslist. Remember to ask a customer to review your business after they express their gratitude. Ask them for permission to email a link to your profile to them, so that they can review you. It’s important to ask because their “yes” significantly increases the chances that they will follow through. Build up your links and testimonials this way.
Get clients to spread your name. There’s nothing like a satisfied customer spreading good news about your business.
For every client who refers a new one, offer both a free PC cleaning. (Dust collection inside computers can actually cause system failures. A laptop I examined was rebooting after only a minute; it turned out to have a clump of dust stopping the fan.) To help your customers remember, hand them two free-pc cleaning coupons, each redeemable on a referral. They will serve as reminders.
Provide coupons to your customers, good for one month or less. While they probably won’t use them in a month, the limited validity will motivate them to refer you to their friends before the coupons go to waste.
Ask for their email address on your sign-off forms. Right next to their signature, include a line that requests (optional) their email address. Use it with care, of course. Try emailing your clients once every couple months with a valuable discount on a tuneup and security check. This will remind them of your existence, and they will think of you when their friends mention a computer problem.
Your virus removal arsenal consists of tools for detecting and removing viruses, spyware and adware, rootkits, keyloggers, and every other nasty program and process known as “malware” (malicious software).
The ultimate virus removal arsenal can be downloaded for free. The catch is you have to create and maintain it yourself.
process explorer shows you what's running
These utilities will help you with virus removal practice in your own lab environment. Check the licensing agreements to see how you are permitted to use these tools first.
Practice virus and spyware removal on your own systems first! Learn to become a malware removal expert in your own lab environment, and get the confidence and skill to take on the latest threats. Here’s what you’ll need:
If you have these supplies, the rest are free. Setting up your lab consists of:
Installing Windows XP is self-explanatory and there are plenty of guides available.
Creating a utilities CD involves finding and installing the latest malware removal tools. See the Utilities CD link on the right.
Backing up Your System with Acronis or Ghost happens after you make absolutely sure you have no personal data on the computer. Get your system in a state where you are ready to load a virus on it, but don’t do anything yet before backing up to a removable hard drive.
Now for the fun and danger. It’s dangerous because you do not want to be connected to any Network, or you might inadvertently spread the virus to others. That’s why you must follow three separate steps:
Limewire: the easiest way to catch a virus.
Disconnecting from the Network. This means unplugging Ethernet cables, phone cables, and any other networking gear from your computer. Make sure to remove Wireless capability completely. You don’t want to get blamed for spreading viruses, or even worse, hosting illegal material as a result of the virus infection.
Executing the Virus. This step is easy – run the really-harmful-virus.exe file on your quarantined lab computer. I recommend working on one virus at a time, so you can learn from your mistakes in a predictable, repeatable environment. If any certain virus gives you trouble, you can learn the best way to remove it, and you’ll know which virus is causing you difficulty.
Next, you get to practice:
Virus Detection. Once you’ve executed the virus, you might be able to confirm that it is running in a new process is running using Process Explorer, a free tool. Or, if uses rootkit cloaking mechanisms, then you get to explore your rootkit detecting tactics.
Virus Removal. For special virus removal tactics, see the Removal Tactics link on the right.
If your lab computer ever becomes too corrupted, you can restore it to its earlier state using the optional backup software. Alternatively, you can format and reinstall Windows.
If you live in the U.S., consider incorporating or forming an LLC. I formed an LLC while living in South Carolina for only $100. My gains from this relatively small fee were:
Research business insurance.
Finally, get a lawyer-reviewed work signoff agreement form releasing you of liability related to all the potential things that can go wrong while working with computers.
In summary, the following work together in a layered shield against trouble:
I am not a lawyer, and this does not constitute professional legal advice, so you should seek out a professional lawyer to help with all legal decisions.
High frequency is important but costly in advertising. To get the locals aware of your virus removal business on the cheap, create and place an ad in local, non-competing businesses. Some businesses, like my local gym and coffee shop, allow this for free. If the business appears to not normally display brochures and business cards, here is a tactic to gain their valuable advertising-space anyway: step 1 – purchase something small from the small business owner or manager; step 2 – ask them if they would permit you to place a small brochure for your computer business on their counter or windowsill, and in return, offer them a 50% discount for their kindness.
List your website on local search engines and all the other online directories. Free Yellow Pages directory listings (Google for “yellow pages” – there are a lot of them) bring in a lot of clients for me, and cost nothing.
When a client expresses his gratitude, hand him your business card and ask for referrals. If your client feels you did him a favor, that is the time to ask for a return favor.
Whenever you interact with local businesses, hand them your card. Especially when you buy something. Especially when it’s the manager or owner.
Don’t rent office space. Here’s what you do need:
Absolute Requirements: Unless you’ve already perfected virus removal, you’re going to need a spare computer for practicing and testing (minimum Pentium-4, 256 MB Ram). I don’t recommend practicing on your own computer, much less your customer’s.
Strongly Recommended: A car helps significantly. A cell phone and laptop will facilitate mobility. Finally, as with any business, you need to spend money to make money. Recommended start-up cash: $500. You’re also going to need cash to live off of while you build your customer base.
Your target demographic: wealthy home computer owners. Do you live around them? Are there other small-to-medium-sized businesses around?
Nice to Have: A good office space. You can easily, legally work from your own home in most areas, and I do not recommend renting office space right away.
You are aspiring to start your own tech business, or perhaps leave Geek Squad and quadruple your hourly rate. You have decent social skills; you know how to talk to people. Repairing your family and friends’ computers comes easily to you, and you know you can do a better job than the guys you’ve seen at the local computer repair shop.
If you just read a description of yourself, then you are likely positioned to start up your own business. Determine whether there is a local demand, and if so, get to it!