Questions Prospective Customers Ask and How to Respond

Questions Prospective Customers Ask and How to Respond


  • If customer asks where we're located: It's ok to say our headquarters is in Teaneck, but our technicians travel within Manhattan / North Jersey / parts of Westchester and Rockland counties.
  • If customer asks if they can visit us: We do not have a store front. We are a consulting firm. Customer cannot visit us.
  • We do not discuss our relationship with vendors. (If customer asks who provides our cloud services such as backup or hosted Exchange or phones, say
    "Our vendor info is proprietary. We are not permitted to release that information."

  • Customer does not speak directly to tech unless they have a consulting appointment. If customer has a “quick question“, then they can tell office admin and office admin can get a “quick answer“ from the tech and get back to the customer.


    • Related Articles

    • Special Procedures - On-Site Visits for Non-Managed Customers

      Please do not perform work that was not assigned in the ticket. If the customer asks for other work to be performed, you must get approval from a senior staff member first. Before Work Begins 1. BACKUP SYSTEM IN PLACE? If the client does not have a ...

    • Customer RMM FAQ - Answers to Questions RMM Customers Ask About Updates

      This has been moved to https://geekgirlsit.com/patch/. Please get familiar with the information in this article. Refer customer to the link as appropriate.

    • Policy Against Discussing Billing with Customers

      Technicians are strictly prohibited from discussing any aspect of billing with customers. Please ask customer to direct billing or financial inquiries to the office or offer to refer billing questions to the office on behalf of the customer.  ...

    • RAM explanation / verbiage for customers

      This verbiage is primarily for managed services customers who receive reports and may ask about the amount of RAM in their computers. But it can be edited to serve as a general purpose explanation. Hi xxx, Thank you for your message. RAM is a ...

    • Technical Policies and Verbiage for Customers

      Printer Installations We cannot set up printers remotely. In order to add the printer to the computer(s) remotely, the printer must already be connected to the network. This requires onsite intervention. NAS Devices We will only provide maintenance ...