Greeting Customers Using Qminder

Policy

A queue management system is used to prioritize customer assistance. An iPad is provided at the front of the store. Customers sign in with their name and select a service upon entering the store. A list of names will appear on the big screen TV so customers are kept informed of where they are in the queue.

Procedure

  • The GeekHampton sales associate has the very important position of being the first person a customer encounters upon entering the store. Creating a positive first impression sets the tone for a successful interaction with the customer.

  • Acknowledge everyone who walks in the door even if you are helping someone else and ask them to sign in at the iPad located by the front door. Let them know someone will be right with them.

  • Be sure you have logged into Qminder and selected which services you are available to provide.

    • 3.1. Sales

    • 3.2. Service

    • 3.3. Pick up

    • 3.4. General Questions

  • To take the next customer, click on the “Call Next” button and announce the name of the customer. The customer’s name will appear on the large screen TV and a sound will ring to let the customers know the next name is up for service. The name will also be highlighted on the TV so the customer is aware they are up for assistance.

  • When you have finished assisting the customer, simply hit Call Next again to close out the previous service and start a new service with the next customer. To stop assisting customers, select the drop down menu and select “mark as served.” That will take you out of the service queue.

1Password

Policy

GeekHampton uses the 1Password app for tracking passwords for customers. Your computers were set up with 1Password and you will be provided with a password by your manager.

Procedure

  • Open 1Password and check to see if customer exists in the database

    • If customer is already in system, open existing file

  • Add new secure note if customer not already in 1Password. Make sure this is in the shared folder for GeekHampton.

 
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  • When entering information in the notes section, make sure to date and initial when the changes occurred

 
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  • When all changes are complete, click save on the top of the page

  • CRITCAL: IF ANYONE CALLS FOR INFORMATION ABOUT PASSSWORDS WE HAVE SAVED FOR THEM IN THE PAST. YOU MUST GET PERMISSION FROM SHERYL, AMY, MIKE OR JOHN TOGIVE OUT THIS INFORMATION.

Technician Certification

Policy

In order to qualify as an Authorized Service Provider Apple requires GeekHampton to verify that all technicians servicing computers have up-to-date certifications. In addition, GeekHampton strives to maintain Premium Service Provider status by meeting Apple’s requirements for this program. Therefore all GeekHampton employees who repair or service computers must be Apple certified and remain certified throughout their employment as a technician. Technicians who allow their certifications to lapse will not be permitted to service computers.

Procedure

Certification Requirements

  1. All GeekHampton technicians have achieved ACMT certification.

  2. Probationary technicians must pass the ACMT certification exams within 90 days of hire date.

  3. ACMT certification is renewed annually. GeekHampton technicians are responsible for monitoring their renewal date and passing the recertification before expiration.

New Products

New products that require certification by Apple will be announced through GSX. GeekHampton requires all technicians to become certified to service these new products within 30 days of the exams’ release. GeekHampton technicians are responsible for ensuring they meet this deadline for certification.

Exam Fee Reimbursement

GeekHampton will reimburse technicians upon completion of certification exams with passing scores.

Returning a Repaired iOS Device to Customer

Policy

Follow this procedure when a customer comes in to pick up their repaired iOS (iPhone, iPad, or iPod) device.

Procedure

  1. The customer will arrive to pick up their iPhone, iPad, or iPod after they have been notified that their device is ready for pick up.

  2. Ask the customer for their name, then retrieve their device from the designated "iOS Device" shelf located in the tech room.

  3. SIM CARD: Certain iOS devices will have a SIM card (all serviceable iPhone models and all serviceable iPad models with the "'Cellular Data" option). It is important to place the customer's original SIM card back into the phone they are now picking up. Check the "Problem Description" field in the SRO to determine the location of the customer's original SIM card:

    • If it was placed in a loaner phone: retrieve the SIM card from the loaner phone and place it back into the original repaired device (or into the replacement device if their original phone was replaced).

    • If it was kept in the original phone dropped off for repair: double check the original SIM card is in the device

    • If it was taken out of the original device and held by the store until a replacement/repair has been received from Apple: place the original SIM card into the replacement device

  4. CHECK BACKUP STATUS: Look at the SRO notes in the “Problem Description” field under the “Backup Status” line, to see how/if a backup was done for their device, prior to the repair.

  5. RESTORE: Turn on the repaired or replacement device and start the restore process from the backup if one was completed prior to the repair. This will either be a restore from a local iTunes backup (if we have the backup on a local computer) or through iCloud.

    • Depending on the size of the customer’s backup, this process may take a decent amount of time. It is important to keep the customer informed regarding the length of time the restore will take, and keep their expectations realistic. In most cases, it is better to give the customer a longer estimated time than what may be projected on the iOS device screen during the restore process, as it will help account for possible hiccups during the restore process.

    • iCLOUD RESTORES: Keep in mind there are two stages for iCloud restores. The first stage is the initial portion that will show you an estimated time of completion. The second stage is after the phone has restarted and you have made it through part of the re-setup process and now are at the home screen. Sometimes a customer will not have the time to wait for the backup to complete (either the first, or second half of the process) which is one of the reasons why it is so important to keep customer expectations realistic. If the customer cannot wait for their iOS device to finish restoring they have a few options. The following are some examples of possible options, but are not limited to:

      • The customer can leave while the initial portion of the restore process completes and return when it is completed.

      • The customer can start the restore process themselves when they get home (as iCloud restores require a WiFi connection).

      • If it is late in the day, and the restore will not finish before we close, you can place the SIM card back into the loaner phone (if one was originally issued), and the customer can return the following morning to pick up their device. Keep in mind that if the customer does choose to return at a later time, it is very important to overestimate time frames, as failing to do so may result in more return trips for the customer than necessary, which can be very frustrating from their point of view.

    • Once you have reached the second stage of the iCloud restore process, the customer can safely leave the store as long as everything was checked out. Even if all the data appears to have been completed, you can check to see if the restore is still in progress by navigating to “Settings,” “iCloud,” then “Backup.” In the “Backup” window, if the iCloud restore has not completed you will see a message letting you know that the restore is still in progress. Be sure to explain to the customer that the complete restore make take more time and show them in iCloud how to know when the restore is finished. It is also important to explain to them that when they get home they will have to put their phone back on WiFi to continue the restore process. Explain that sometimes a restart of the iOS device may be required to continue the restore.

  6. CHECK DEVICE: Once the restore is completed, be sure to check over the device with the customer. You’ll want to confirm that all the applications have completed downloading, as well as photos. Also make sure to confirm that email is working for both sending and receiving, as often, even with iCloud keychain enabled, passwords for email accounts tend to require re-entry after a restore from a backup. Double check settings to make sure things look setup properly (IE: Messages, FaceTime, iCloud).

  7. LOANER: If the customer was issued a loaner phone, let them know that as part of the return process for the loaner device, we will be securely removing their data from the phone. Be sure to ask them if there are any messages or photos they have taken while they have had the loaner, that they may want or need to save before we erase the device. If there is information they need to save, make sure to offer your assistance to help them with the process, such as emailing or messaging photos to their own account. If there is no data that they need from the loaner, precede with the erasing process. Access the GeekHampton Intake App and select the Loaner Return tab, put in Time Stamp, Printed Name, have customer sign the app and you put in your initials.  

Returning Repaired Computer to Customer

Policy

Follow this procedure when a customer comes in to pick up their repaired computer device.

Procedure

  1. Customer comes in and says they are here to pick up their computer.

  2. Ask the customer their name and what type of computer (laptop or desktop) and go to the tech room and find the computer on the shelf.

  3. Look at the SRO and see what has been done with the computer before you leave to the tech room, ask the techs if there are any questions.

  4. Take the computer out to the customer. If it is a laptop automatically turn it on and show the customer what has been done. If it is a desktop ask the customer if they would like to look over the computer and, if so, put it on the GeekBar and set it up to show the customer.

  5. If there are any “Pickup Notes,” please go over the notes with the customer.

  6. Check LightSpeed for payment. If no payment has been made, take the customer's payment at this time. 

  7. Once they approve the work that has been done on their computer have them sign one of the invoices and then you initial the invoice yourself. Bring the signed/initialed invoice and SRO back to the tech room and file it in the appropriate folder by the door.

Setting Up Orders and Purchase Orders in LightSpeed

Policy

If a repair requires a part to be ordered from Apple, an Order and Purchase Order (PO) must be setup in LightSpeed using an Apple-specified part code.

Procedure

Find the code for the needed part

  1. In LightSpeed, click on the unit’s Serial Number in the SRO window, and hit the Return key on your keyboard.

  2. The GSX Warranty Lookup window will appear. Click on the Parts Lookup box, located in the bottom left corner of this window. Click OK.

  3. LightSpeed will open a parts window specific to the machine being repaired.

  4. Search for the part by its description in the Parts Lookup search box located at the top of the window and once found, double click on the part to add it to the Parts tab/sub section of the SRO window. When you are finished looking for parts click on the Done button in the bottom right corner of the Parts Lookup window, then click on the Save button in the GSX Warranty Lookup window to close it.

  5. Switch over to the Parts tab/sub section of the SRO window and click on the part to highlight it and click on the Save button in the lower right-hand corner of the SRO window.

Order the part

  1. Once the SRO has been saved, the Order button on the bottom of the SRO window will appear.

  2. With the part highlighted, click on the Order button, which will create an Order with the part added earlier. Double check that the price on the part has not changed since the Order was created. If it has, enter the correct price for the part.

  3. Save the Order and proceed by clicking on the PO button in the bottom of the Order window.

Create the PO

  1. A PO specific for the repair is created. Before saving the PO type Apple Service in the Supplier search field in the top of the PO window.

  2. Double click on Apple Service for it to enter the Supplier into the PO. This will often, but not always, enter the Supplier code for the part in the PO. If it does not, type in the same code as the Product code in the Supplier code field.

  3. The price for the part should be different in the PO than the price in the Order. Be sure to enter the price of the part as it is shown during the final page of setting up a repair in GSX. If GSX shows charges for shipping, add the Shipping product in the Purchases tab in the PO window. Double check to make sure the total price of the PO matches what you see in the final window in GSX before you save the repair.

  4. Double check that everything matches and then save the PO.

  5. Use the number of the PO in the Purchase Order Number field when asked during the initial setup of the repair in GSX.

Repair Documentation

Policy

All GeekHampton technicians document all repair activity including repair progress, customer calls, repair status, parts, serial numbers, and any other information that is pertinent to the repair in the Service Request Order (SRO). Updated and accurate documentation is imperative to the efficient functioning of the Tech Department.

Procedure

Document as much information as possible

More information is better than less. This cannot be stressed enough. Be as descriptive and precise as possible.

Where and what to document

  1. Internal Notes field

    • Progress on the repair

    • Serial numbers, including non-Apple parts, are entered at the top of this field

    • All KGB serials, KBB serials, and tracking numbers must be entered in the corresponding SRO if the GSX repair requires these serials. This is important because this information may need to be referenced later on.

  2. Parts field

    • Document any parts used for the repair. The “Parts” field includes both inventoried and non-inventoried items tracked through LightSpeed. Any parts required for the repair need to be entered in this field for tracking and invoicing purposes. These parts include items such as Apple-specific repair parts, backup drives, or software that the customer plans to purchase once the repair is complete.

  3. Printed Notes

    • Any completed work is written in a manner that will be understood by the customer and is free of spelling or grammatical errors. Use LightSpeed’s built-in spell check to double-check your entries (CMD + ; calls up the spell check).

Operating System Upgrades

Policy

GeekHampton technicians follow a standard procedure when upgrading operating systems.

Procedure

  1. Evaluate Computer. CRITICAL: Before starting, please look over the computer and make sure that the upgrade that is being requested is appropriate. If you think the customer should not do the upgrade or that they should add RAM, please discuss this with the customer before proceeding.

  2. Backup. If the “Problem Description” field of the “SRO” indicates that the customer does not have a Time Machine backup, a backup of the customer’s home folders must be done before advancing. CRITICAL: Do not perform operating system upgrades on any computer that has not been backed up.

  3. Update current OS: Computer’s OS and all firmware must be up-to-date before upgrade. If not, update the OS accordingly.

  4. Run “Disk Utility” if applicable. (Note: as of macOS 10.11, El Capitan, “Disk Utility” has been changed and the OS has built in automation of “Disk Permission” repair)

    • Run disk utility to repair “Disk Permissions” and “Verify” the hard disk.

    • If the hard drive integrity cannot be verified, attempt to repair the drive with file system check.

    • The file system check must indicate that the drive has been repaired before proceeding with the system upgrade. If no errors were found, proceed.

  5. Upgrade the OS to the next version of the operating system. 

  6. If the operating system needs to be purchased through the App Store, refer to the information in the “Problem Description” field of the SRO and use the Apple ID and password provided by the customer.

  7. Install the latest updates via Software Update

  8. Complete the “Repair Completion Checklist." See “General Workflow” policy for copy of checklist.

  9. Call the customer to notify them that the computer is ready for pick up.

 

 

 

General Workflow

Policy

All GeekHampton technicians follow a consistent daily workflow that includes prioritizing and organizing workload, servicing machines, and communicating with customers and team members.

Morning Procedure

Login to LightSpeed

If you are an hourly employee, create a new a “Timesheet” and start the timer.

Check Email

  • Check your GeekHampton email address for any important messages, voicemails, etc. that may have been sent to you.

  • Always respond to emails to let the person who sent the email to you know that it was received and the message was understood.

Return Phone Calls

  • Return calls to customers who left a message.

  • Call any customer you have promised to call.

  • Document the call in the “Internal Notes” field of the SRO.

Assess Workload and Determine Status of Service Orders

  1. Check status of parts orders

    • Log in to GSX and check tracking on parts that are needed. Knowing when parts are expected to arrive is important for estimating completion dates, especially for customers who are concerned about the repair turn around time or are in town for a limited time.

    • Call these customers with an update and possible arrival time for their part.

  2. Check open SROs

    • Check LightSpeed for open SROs. The trackers located in the bottom left corner of the LightSpeed browser window will help you quickly see SROs grouped by their status. You can also check the “Not Yet Diagnosed” bin near the entrance of the tech room, for SROs that have not been started.

    • Customers must be updated on their service within 24 hours of drop-off even if there has not yet been a diagnosis. Document the call in the “Internal Notes” of the SRO with a time stamp.

  3. Check status of on-bench computers

    • Check on-bench computers that were left running overnight (doing upgrades, backing up, running ASD, etc.)

    • Check notes in LightSpeed for on-bench machines to familiarize yourself with repairs that someone else may have been working on, so they can be completed in the technician’s absence.

    • Attempt to finish nearly completed machines before starting another.

Throughout the Day Procedures

Prioritize

Be sure to prioritize repairs by date received. AppleCare eligible machines are always higher priority than those without AppleCare. 

Order, receive and return parts

  1. Order Parts through GSX before 4PM for next day shipment. If a part must be ordered, refer to the “Setting up Orders and POs in LightSpeed” policy and procedure.

  2. When parts arrive during the day, be sure to receive the corresponding POs in LightSpeed before using the part. Reference the “Receiving POs in Light Speed” policy and procedure.

  3. Parts being returned to Apple must be packaged in the way the part was received before shipping out. If it is late in the day and Fedex has already picked up outgoing packages, call Fedex and request the driver to come back if possible.

Document

  1. Critical: Update notes throughout the day, especially following a phone call with or from the customer. Notes are entered in the “Internal Notes” field of the SRO with a time stamp.

  2. All KGB serials, KBB serials, and tracking numbers must be entered in the corresponding SRO if the GSX repair requires these serials. This is important because this information may need to be referenced later on.

Marking repairs “Ready for Pickup” in GSX

  1. Be sure to test any machines that required parts in GSX thoroughly before marking the repair “Ready for Pickup” in GSX.

  2. Make sure the proper checklist for the repair is completed BEFORE the customer is notified that the repair is complete.

End of Day Procedure

  1. Begin the “End of Day” procedure at 30 minutes before closing.

  2. Wrap up any nearly completed repairs where possible.

  3. If bench space is available, start repairs that can be left running overnight (ASD, Transfers, Upgrades, Backups, etc.)

  4. Critical: Update all notes for SROs.

  5. Critical: Make sure all customers have been updated on their repair within the promised 24-hour timeframe and document the call in “Internal Notes” field of the SRO. Make sure notes are very clear on all calls so other technicians know exactly what was discussed with the customer. If someone was promised a call, make sure it is done. Do not wait until the next morning to call them.

  6. When all tasks are completed, if you had created a “Timesheet” earlier in the day, stop it, and log out of Lightspeed.

Converting Order to SRO

Policy

Any computer that is not leaving the store becomes an Order in Lightspeed not an invoice. This includes custom machines and "out-of-stock" machines as well. If the machine requires a data transfer or setup of some sort, the "Order" must be converted to an "SRO" (Service Request Order). Follow this procedure to prepare the computer for service in the tech department.

Procedure

  1. Look up the customer’s “Order” in LightSpeed and verify that all of their information is correct under their “Customer” card (customer name, email, address and phone number).

  2. Proceed with the “Convert to SRO” process by clicking on the “gear” icon located at the bottom of the “Order” window in Lightspeed.

  3. When you click on the “gear” icon on the bottom of the “Order” window, a drop down menu will appear with additional options. You’ll want to select the “Convert to SRO” line in the drop down menu.

  4. This will create an “SRO” that will carry over the customer’s info, the “Printed Notes” and “Internal Notes” fields, and of course the “Products” listed in the original “Order.”

  5. Scan the serial number of the new computer into one of the “Serial Number” cells that are located near the center of the window in the “Repair” subsection/tab of the “SRO” window. If scanning in the serial, be sure to remove the “S” that has been added to the serial number due to the bar code, to be sure that LightSpeed will be able to properly detect what type of machine it is.

  6. If they are transferring from a second computer put that in the second “Serial Number” field.

  7. Click within the “Problem Description” field so that you can begin to enter information and finish setting up the “SRO.” Simultaneously press the “Command” and “Comma” keys on your keyboard, to bring up the “Phrases” window, then choose “Computer” from the list of “Phrases." This will load a template that will assist you in entering the necessary information needed to complete the work.

  8. Remove the first line, “Computers” from the “Problem Description” field and enter in a proper description of the work that will be performed. Examples: “Data transfer from backup drive to new Mac.” “Data transfer from old Mac to new Mac.” “Transfer from old Mac to new Mac and install Windows 10 and Parallels.” “Transfer from backup drive and install Microsoft Office 365.”

  9. If the old computer is present, start it up and check if there are programs that will be either incompatible or will need a serial number to be retrieved. Gather as much information as possible. For example, if the customer uses Dropbox, and the customer is present, ask them for the email address and password for Dropbox, as they will need to sign into their account after the transfer has been completed. If they know any of their email passwords that will be helpful too. Any additional information that you can include to help the tech department will be useful here.

  10. Remove the “AST Results” line, as this is the only repair that does not require diagnostics.

  11. Since High Sierra it is important to get the password of the old computer. If they do not have it and they are sure there is one, please explain that they will lose all saved passwords if we do not get it.  In addition, if they have no password on the old computer, please add one and put it on the SRO. If you are transferring from a backup drive and they are not sure about the password try to work with them to get this figured out. If they tell you they did not have a password on the computer before they did the backup it may make sense to ask them to take the backup drive home, put a password on the computer and re-backup the computer before we start.  

  12. Obtain the customer's AppleID and password and test that it works, as the current macOS versions require an AppleID to update and accept certain Applications in the AppStore (Pages, Keynote, Numbers, etc). Note if they have 2 factor authentication turned on.

  13. If they are transferring from a backup drive check when the last backup was and note it the date in the “Backup Status” line in the “Problem Description” field of the “SRO.”

  14. Go to "Options" on the “SRO” and check appropriate boxes and enter the “Estimated Completion Date.”

  15. Print 1 copy of the SRO and print as many SRO labels as needed for all pieces that are going into the tech room.

  16. If the customer is present, make them aware of the “Estimated Completion Date.” For transfers we try and do it in 24-48 hours depending how busy we are.

 
Proceed with the “Convert to SRO” process by clicking on the “gear” icon located at the bottom of the “Order” window in Lightspeed.When you click on the “gear” icon on the bottom of the “Order” window, a drop down menu will appear with additional options. You’ll want to select the “Convert to SRO” line in the drop down menu.

Proceed with the “Convert to SRO” process by clicking on the “gear” icon located at the bottom of the “Order” window in Lightspeed.When you click on the “gear” icon on the bottom of the “Order” window, a drop down menu will appear with additional options. You’ll want to select the “Convert to SRO” line in the drop down menu.

Scan the serial number of the new computer  into one of the “Serial Number” cells that are located near the center of the window in the “Repair” subsection/tab of the “SRO” window. If scanning in the serial, be sure to remove the “S” that has been added to the serial number due to the bar code, to be sure that LightSpeed will be able to properly detect what type of machine it is.

Scan the serial number of the new computer into one of the “Serial Number” cells that are located near the center of the window in the “Repair” subsection/tab of the “SRO” window. If scanning in the serial, be sure to remove the “S” that has been added to the serial number due to the bar code, to be sure that LightSpeed will be able to properly detect what type of machine it is.

Click within the “Problem Description” field so that you can begin to enter information and finish setting up the “SRO.” Simultaneously press the “Command” and “Comma” keys on your keyboard, to bring up the “Phrases” window, then choose “Computer” from the list of “Phrases." This will load a template that will assist you in entering the necessary information needed to complete the work.

Click within the “Problem Description” field so that you can begin to enter information and finish setting up the “SRO.” Simultaneously press the “Command” and “Comma” keys on your keyboard, to bring up the “Phrases” window, then choose “Computer” from the list of “Phrases." This will load a template that will assist you in entering the necessary information needed to complete the work.

 

Converting an Order to Invoice

Policy

When a customer picks something up that was on order and is waiting for them in the office, convert their “order” to an “invoice” in LightSpeed.

Procedure

  1. If a customer is in store after they have been called and notified their product or products have arrived, retrieve the product(s) from the office.

  2. Bring out the item(s) and log into LightSpeed from one of the point of sales (POS) iMacs at the front registers. Pull up the customer’s “Order.”

  3. Use this opportunity to read to the customer the list of items they have ordered. IE: “You ordered an iPad 12.9 cellular 128gb in Space Gray, is that correct?” Double check both the “Order” and the item(s) present to verify what you have matches up with what is listed in the “Order."

  4. Click on “Invoice” button at the bottom of the “Order” window.

  5. LightSpeed will create a new “Invoice” and carry over the products that were included in the “Order." If the customer has decided to purchase additional items, be sure add these items to the invoice before taking payment.

  6. Apply any payments that the customer may have previously made to the order by going to the “Payments” tab/sub section in the “Invoice” window and click on the “Apply Credit” button. If credit is present, this button will typically be green.

  7. Select the credit to apply.

  8. With the credit now applied, ring the customer up for the remaining balance.

 
Click on “Invoice” button at the bottom of the “Order” window.

Click on “Invoice” button at the bottom of the “Order” window.

Apply any payments that the customer may have previously made to the order by going to the “Payments” tab/sub section in the “Invoice” window and click on the “Apply Credit” button.

Apply any payments that the customer may have previously made to the order by going to the “Payments” tab/sub section in the “Invoice” window and click on the “Apply Credit” button.

Select the credit to apply.

Select the credit to apply.

 

Adding Products (Parts) to LightSpeed

Policy

Parts that have not been ordered for previous repairs must be entered into the LightSpeed database.

Procedure

  1. When adding a part to an SRO, a message appears: “There is no Product record for this part in your database. Create one now?” This is usually an indication that this is the first time this part has been used in a repair. In order to proceed with adding the part, select “Yes.”

  2. A new window appears with the title “Select the Live Rules that will be run on this Product.”

  3. Check that “Apple Exchange” and “Apple Stock” are checked off

  4. Click “Apply.”

  5. Close the parts search window and the “GSX Warranty Lookup” window (if still open) leaving the Product window for the new Product just entered. Close the “Parts Lookup” window and the “GSX Warranty Lookup” window (if still open) leaving the “Product” window for the new part that was just entered.

  6. Select “Apple Service” from the “Family” dropdown menu in the Product window.

  7. Select “Parts” in the “Class” dropdown list, directly below the “Family” dropdown menu.

  8. Check the “Editable Selling Price” checkbox towards the bottom of the Product window.

  9. Be sure to add the “Supplier Code” to the “Product” by clicking on the “+” icon listed below “Costs” in the middle, left-hand side of the “Product” window. This will bring up the “New Cost” window. Select “Apple Service” under the “Supplier” dropdown menu in the top of the “New Cost” window. Enter the exact part number in the “Supplier Code” text box, then click on the “Save” button. It is not necessary to enter in the cost at this time, as they will be updated automatically, each time the part is used in an “SRO,” “Order,” or “PO.”

  10. Click “Save” in the bottom right corner of the Product window.

  11. A prompt appears again: “Select the Live Rules that will be run on this Product”

  12. Check that “Apple Exchange” and “Apple Stock” are checked off

  13. Click “Apply.”

  14. A new window appears: “2 Live Rules were run on this Product.”

  15. Click “OK” and close out of the newly created Product window and proceed with the rest of the repair.

 

 

Classroom Care and Equipment

Policy

GeekHampton’s classroom and teaching equipment are kept clean and in good repair. All employees are responsible for leaving the class clean, stocked with supplies and ready for use for the next class. GeekHampton employees follow these guidelines for use of the classroom and teaching equipment.

Procedure

Classroom Care

  1. The classroom is kept in an orderly state throughout the day.

  2. All employees using the classroom for breaks are responsible for cleaning up after themselves, being sure tables are left free of food, garbage, etc.

  3. Tables and chairs are wiped clean using a non-abrasive cleaner and soft cloth. Remove any garbage, boxes, supplies, especially after labeling newly arrived products.

  4. Pens, booklets, and other teaching items are replenished and then put away in designated locations (lectern or closet). Add these items to Wunderlist when they are running low (see Wunderlist P&P).

  5. Sweep floor and spot clean where necessary.

Classroom Check Out

Policy

After the completion of a 1-to-1 Lesson the instructor is responsible for insuring all attendees pay the class fee.

Procedure

  1. Instructor escorts the student(s) to the front counter to process payments (see LightSpeed manual payment processing procedures).

  2. 1-to-1 Lesson: Product Code is “Geeks Teach” and the Description is “In-Store Computer Lessons.”

  3. Enter the correct amount of time in decimals in the Quantity section:

    Example:
    15 minutes = .25
    ½ hour = .5
    45 minutes = .75
    hour = 1

  4. After payment for the lesson is completed the instructor MUST enter notes about the lesson, make sure to include what was covered and if any passwords or accounts were changed. Notes must be clear and complete enough that any employee could understand what was covered in the lesson and how to assist the customer.

Conducting Lessons

Policy

GeekHampton is committed to providing quality computer lessons to the community. All training, whether 1-to-1 lessons or small group classes, is conducted by all instructors using a consistent structure established in the following procedures.

Procedure

1-to-1 Lesson Format

  1. All staff members: When a customer indicates that they have arrived for a 1-to-1 lesson ask for their name and confirm what time and with which instructor they have an appointment. Let the customer know that the instructor will be with them momentarily. Notify instructor of the arrival of their student.

  2. Instructors arrive prepared for the lesson. Make a regular practice of looking at your schedule in advance one week and one day prior to the lesson. Review any programs or skills that will be required to teach the lesson well in advance so you can appropriately guide the student and answer their questions. Each morning instructors look at their schedule to ensure they remember their scheduled appointments and are prepared.

  3. Instructor explains general classroom policies (see below).

  4. Instructor provides to each student a “Training Notes” booklet, a GeekHampton logo pen, and instructions for completing an online evaluation of the course (an email will be sent to them with a link to complete the evaluation). Advise students of GeekHampton’s desire to improve services and offerings by seeking feedback through the evaluation process and that all evaluations are anonymous.

  5. CRITICAL: During the lesson the instructor takes notes on what was covered during the lesson, if any passwords were changed and for what reason. Password notes should include the username associated with the changed password (with customer’s permission).

  6. Upon completion of lesson, instructor asks student if they would like to book another appointment and follows “Booking Teaching Appointments” procedure if so.

  7. CRITICAL: Instructor transfers the notes taken during the lesson into the “Notes” section of the customer’s invoice and the “Note” section of Contacts.

General Classroom Policies

  1. Water is allowed in the classroom area.

  2. Food is not allowed in the classroom area.

  3. A bathroom is available for use and is located down the hall and to the right.

  4. Please refrain from using cell phones during class. It is preferred that cell phones are completely turned off.

Booking Teaching Appointments

Policy

GeekHampton offers individual (1-to-1) classes. 1-to-1 appointments are individual lessons that can be booked either by phone or in-person. At this time only Sheryl Heller, Amy Marr, Mike Avery, Meaghan Derby, and Nicole Watson are authorized to book teaching appointments. 

Procedure

1-to-1 Appointments

  1. Confirm they are using Apple products and that they have their own device/machine. New customers who aren’t familiar with GeekHampton often do not realize we are strictly Apple.

  2. Check the instructor’s availability on the “Classroom” Calendar to determine day/time for lesson with customer. Always leave 15 minutes between all Instructor appointments so the Instructor has time between meetings.

  3. Communicate the cost of an individual lesson to the customer. Refer to current rate sheet or GeekHampton website for price (http://www.geekhampton.com/1-to-1-lessons/).

  4. Explain the option of purchasing a multi-pack class.

    • This is a good opportunity to inform the customer of the value of class packages both in terms of cost savings but also the flexibility that paying for more than one hour allows (projects, returning with questions, building on what they learned in a previous class). Note, classes are not extended beyond one hour unless there are special circumstances and approved by Sheryl Heller.

    • Determining which class package is right for the customer is key, especially if this is their first Mac, iPhone, or iPad. Use open-ended questions (questions that require more than a "yes" or "no") to understand the customer’s needs.

    • Refer to current rate sheet or GeekHampton website for package pricing (http://www.geekhampton.com/1-to-1-lessons/).

  5. CRITICAL: Obtain the customer’s phone number and email address. Explain to customer that this information is necessary in case there are cancelations or changes that need to be communicated to them.

  6. Enter the day/time of the 1-to-1 lesson on instructor’s “Classroom” Calendar. The title or subject of the event should say the teachers name followed by the type of meeting and customers name ONLY.

    In the Notes for the event, the customers phone number should be on the first line, followed by a brief description of what will be discussed during the class time. This information is important so the instructor knows what to cover in the class.

  7. After the description, confirm that the customer is aware of the Cancellation Policy and any possible additional fees (i.e., “bring a friend” fee if they mention someone might want to tag along).

  8. After all notes are taken, the employee who scheduled the class leaves their initials in the event. This way if the instructor has any questions regarding the appointment they can ask.

  9. Read back the appointment date and time to the customer, offer to write it down on a business card or send them an email. Confirmation of details is important!

  10. After the appointment is booked, please email the instructor(s) to confirm the appointment. If the employee is not comfortable or is not allowed to schedule a class on his/her own, please email the discussed details to the instructor(s) so that the appropriate employee can book the class time.

Setting Up a Service Request Order (SRO) for an iOS Device

Policy

A Service Request Order (SRO) is created for all iOS devices accepted for repair at GeekHampton.

Procedure

Determine the issue with the iOS device

  1. Use open-ended discovery questions to develop a complete understanding of the issue the customer is having with the iOS device. Open-ended questions require detailed answers rather than just “yes” or “no.” Refer to the “Intake Questions and Verification” policy and procedure for a list of questions to ask.

  2. Run Apple Service Toolkit (AST2) diagnostic tests (mandatory). Refer to the “Apple Service Toolkit (AST2)” policy and procedure for instructions on how to run this test.

  3. If unable to run any diagnostics, bring to tech room to run SNR and HDI using provided tools. It is mandatory to get HDI run on ANY iPad or iPhone that you cannot run diagnostics on.

Communicate rates and turn around time to customer.

  1. Give the customer the rate of the repair and go over the turn around time for an iOS repair. Please give proper expectations.

    1. AppleCare+ devices should be repaired in 1 to 2 business days.  If the repair is setup on a Saturday it will not arrive until at least Tuesday.

    2. Mail in repairs take 3 to 5 business days.  Explain that the weekend is not included in these dates.

    3. For screen repairs, talk to repair tech to get an estimated time frame for displays, batteries or other part repair on iOS devices.

  2. Critical: Do not make any promises regarding turn around time. Every customer must be told the following regarding turn around time: Record the estimated date of completion on the SRO and explain to the customer that the tech department will call them when the device is returned.

  3. Give the customer GeekHampton’s current business hours.

Create an SRO in LightSpeed

  1. Login to LightSpeed create an SRO with the SRO (wrench) button.

  2. Ask the customer if they have had a computer repaired or have purchased equipment at GeekHampton before and, if so, search for them by entering their last name in the “Customer” field as shown below. Confirm the name, phone number, and email address we have on file. Please confirm the spelling of their name. If they only have name or name and email please fill in the rest of the information. Name, Phone, Email and Address are mandatory on all repairs. Please confirm the phone number by reading it back to them (even if they just gave it to you or if it was already in their record).

  3. Add new customers to the system being sure to enter their name, phone number, email address, and billing or shipping address. Read the information back to the customer to confirm it has been entered correctly.

 
Search for customer by entering their last name in the Customer search field.

Search for customer by entering their last name in the Customer search field.

 

Determine warranty status

Enter the serial number of the iOS device to determine warranty status.

Once the serial number is entered, hit the return key on the keyboard.

  1. The serial number is accessed in different ways:

    • If the device can turn on go to Settings to General to About and record the serial number.  If the serial number is cut off, hold your finger down on the serial number, hit Copy and then Paste it onto Notes so you can get the full number. 

    • Otherwise go to this link to find where the IMEI/MEID number is and then put that number into GSX to convert to a serial number https://support.apple.com/en-us/HT204073

    • Always use the SNR tool on all applicable devices at the GeekBar for iOS to ensure the correct serial number is pulled from the unit. 

  2. All serial numbers are entered in CAPITAL letters.
    Critical: Once the serial number is entered, hit the return key on the keyboard.

  3. LightSpeed will then pull up the model and warranty information on the unit. If no information is returned, double check that you have entered the serial number correctly.

  4. Communicate the warranty status of the machine to the customer, if they disagree about the warranty, check to make sure you are entering the serial number correctly.

Enter the following information into the “Problem Description” field.

Use command + “,” to pull up the phrase list and select the issues listed.

Enter the issue as described. Use command + “,” to pull up the phrase list and select the issues listed.

  1. Use descriptive words and refrain from using generalized adjectives or slang. For example, rather than saying, “The screen is wonky” use “You can not select anything on the touch screen.”  More information is better than less. Be as descriptive and precise as possibl

  2. Use the filemaker intake app to record the condition of the device.  

  3. Enter results of the AST2 test (if applicable) and if you were not able to run AST, please note that. 

  4. Enter the passcode of the device. Critical: Please test the passcode if possible.

  5. If the work on the iOS device requires an Apple ID (e.g., backup and restore) enter this information on the SRO and verify (verification can be done by going to either icloud.com or appleid.apple.com).  If two factor is turned on note this and explain to the customer what this means.

  6. Check the backup status:  

    • Customers can backup their iOS device using either iCloud or iTunes. It is important to ask the customer whether or not they have a current backup of their device. Even if the customer says they have a backup, it is important to double check and confirm that this is true. For iCloud, make sure the device is connected to a wifi network, then navigate to their “Settings,” “iCloud,” then “Backup” on their device. Even if there was a backup from this morning, attempt to create a backup with them at the time of intake.

    • If their backup is on a computer note where (e.g., "customer's computer" or "GeekHampton's MacBook Pro"). Put the serial number of this MacBook Pro in the “Backup Status” line in the “Problem Description” field in the “SRO” window. Unfortunately, with iTunes backups, unless we do the backup here locally, we cannot check to see if one was completed unless they also happen to have the computer that they sync their device to with them at the time of intake. Please note that iCloud backups are the preferred method for iOS devices, as they can be done without being connected to a computer, and have the tendency to be much more current, as they are automatic (as long as the criteria is met). By explaining this to a customer, they will be much more likely to want to pay for additional iCloud storage to have a current backup, if lack of space was the reason a current iCloud backup hadn’t been completed.

    • If the phone does not turn on and they know their iCloud login information you can go to icloud.com on a computer or another device, and check to see if they have a recent backup. If they do not, please note and explain to the customer that without a backup, or a current backup, they will lose data during the repair process, as it is standard procedure for Apple to wipe iOS devices for testing purposes, during the repair process.

  7. Go to Filemaker intake app and check the appropriate backup fields, and have customer sign the app.  

  8. Turn off “Find my Phone” and note this on the SRO, if necessary. For battery and display replacements this is not necessary unless the repair turns into a full unit replacement or mail in.

  9. Make a note of the carrier and explain if it is a Sprint iPhone we are not able to give them a loaner and if it is an AppleCare + replacement when the new phone comes back they will have to contact Sprint to get their phone re-skued. Explain to the customer: “If it is a Sprint phone we sometimes have difficulties reactivating phones with your acct. We will try, but are not always successful. If we cannot reactivate it, you will have to talk to Sprint directly to get the phone activated.”

 
 

Set up loaner if needed. 

  1. If the customer is eligible for a loaner device, and requires one, go to the tech room and retrieve the proper Carrier-specific loaner phone that matches the customer’s phone service. Ask a technician if you are unsure of which loaner to choose, or are having difficulty finding a loaner phone.

  2. Go to the filemaker GeekHampton Intake App an fill in the Loaner Setup Tab.  

  3. Swap the SIM card from the damaged phone to the loaner phone.

  4. Explain to the customer that the loaner phone will not contain all of their information from their phone being repaired as our loaner phones are of smaller storage capacity and generally will not accommodate a full restore from their backup. Be sure to set realistic expectations for the customer about the repair process. Mail-in repairs generally take about 4-5 business days (business days do not account for weekends when the depot is closed and FedEx does not ship). Whole unit replacements are typically overnight during the week, but may sometimes be delayed due to lack of stock, or if the repair was setup on a Saturday, so be sure to explain the possibility of an extra day of turn around. Although we will not do a complete restore to the loaner phone, we will, however, help them setup their email accounts as well as Contacts, only if the contacts are attached to iCloud or one of the email accounts. Be sure to explain to the customer when we receive their iPhone from Apple, after the repair has been completed, we will assist them in restoring their content from their most current backup (which is generally the one completed in the store during the repair setup process).

  5. Turn on the phone and sign in with the customer's Apple ID. Go through the basic setup.

  6. Go over use of the loaner phone with the customer before they leave.

  7. Make a note on the SRO how you set up the phone (i.e., setup as a new phone, restored from iCloud).

Complete the Options Tab of the SRO

Before you finish hit options and fill in all the boxes

 
 

If a loaner phone is given to the customer, charge them for the expected repair

If you have given the customer a loaner phone make a copy of the Credit Card and charge the customer for the repair. Explain to the customer that we are charging them for what we expect the repair to be.  If Apple gets the phone and “Requotes” the repair we will call and notify them of the change so they can decide if they want to proceed with the repair.

Ask the Customer to Review the SRO

Ask the customer to review the SRO for errors and sign it. Ask the customer if they would like a copy of the SRO (they do not need this to pick up their device from repair). Give the customer a copy of the SRO. Ask customer to verify the contact information.

Adding Additional Information to the SRO

If additional information needs to be entered in the SRO after it was signed, edit the SRO “Problem Description” or “Internal Notes” to reflect the changes, print out a new copy, and staple it to the original. 

Critical: DO NOT handwrite notes on the SRO. Handwritten notes cause many communication issues. Always document on the electronic SRO.  Please refer to the “SRO Documentation” policy and procedure.

Take iOS device and SRO to someone in the office or one of the techs

Give the iOS device to someone in the office or one of the techs to setup.  Give them the SRO, LoanerAgreement and the Credit Card copy if there was one, these should all be stapled together.

 

Setting Up a Service Request Order (SRO) for a Computer

Policy

A Service Request Order (SRO) is created for all machines accepted for repair at GeekHampton.

Procedure

Determine the issue with the machine

  1. Use open-ended discovery questions to develop a complete understanding of the issue the customer is having with the machine. Open-ended questions require detailed answers rather than just “yes” or “no.” Refer to the “Intake Questions and Verification” policy and procedure for a list of questions to ask.

  2. Run Apple Service Toolkit (AST) diagnostic tests (mandatory). Refer to the “Apple Service Toolkit (AST)” policy and procedure for instructions on how to run this test.

Communicate rates and turn around time to customer.

  1. Give the customer a current rates sheet and tell them a technician will call them with an estimate for the repairs. Tell the customer about the diagnostic fee. Do not quote any price for the repair.

  2. Critical: Do not make any promises regarding turn around time. Every customer must be told the following regarding turn around time:

    1. Repairs vary widely, and repair time can vary as well. Ask the tech dept what the current turn around time is.

    2. Record the estimated date of diagnosis on the SRO on the Options tab and explain to the customer that the tech department will call them when they have diagnosed the issue. If the tech department is running behind on the stated diagnosis date, they will contact the customer. We put the date of estimated Time on the SRO the tech dept calls the customer when they get to that repair. If they are running behind the estimated date then they touch base.

  3. Give the customer GeekHampton’s current business hours.

Create an SRO in LightSpeed

SRO button

SRO button

  1. Login to LightSpeed create an SRO with the SRO (wrench) button.

  2. Ask the customer if they have had a computer repaired or have purchased equipment at GeekHampton before and, if so, search for them by entering their last name in the “Customer” field as shown below. Confirm the name, phone number, and email address we have on file. If they only have name or name and email please fill in the rest of the information. Name, Phone, Email and Address are mandatory on all repairs. Please confirm the phone number by reading it back to them (even if they just gave it to you or if it was already in their record).

  3. Add new customers to the system being sure to enter their name, phone number, email address, and billing or shipping address. Read the information back to the customer to confirm it has been entered correctly.

 
Search for customer by entering their last name in the Customer search field.

Search for customer by entering their last name in the Customer search field.

 

Determine warranty status

Enter the serial number of the machine to determine warranty status and communicate the status to the customer.

Once the serial number is entered, hit the return key on the keyboard.

Once the serial number is entered, hit the return key on the keyboard.

  1. The serial number of Apple products varies by machine. Please refer to reference sheet, “Locating Serial Numbers” if you are unsure of where to find the serial number.

  2. All serial numbers are entered in CAPITAL letters.
    Critical: Once the serial number is entered, hit the return key on the keyboard.

  3. LightSpeed will then pull up the model and warranty information on the unit. If no information is returned, double check that you have entered the serial number correctly. If information is still not returned then the machine is legacy (e.g., G4) and is not covered under warranty. If no information is returned, enter the machine information yourself in the description field.

  4. Communicate the warranty status of the machine to the customer, if they disagree about the warranty, check to make sure you are entering the serial number correctly.

Enter the following information into the “Problem Description” field.

Use command + “,” to pull up the phrase list and select the issues listed.

Use command + “,” to pull up the phrase list and select the issues listed.

  1. Enter the issue as described. Use command + “,” to pull up the phrase list and select the issues listed.

  2. Use descriptive words and refrain from using generalized adjectives or slang. For example, rather than saying, “The trackpad is wonky” use “The trackpad does not track properly” or “The trackpad button does not depress.” More information is better than less. Be as descriptive and precise as possible.

  3. Enter results of the AST test (if applicable).

  4. Enter the admin username and password of the machine.

    1. Critical: VERIFY the password before the customer leaves: Go to System Preferences, Users & Groups or Accounts, and attempt to unlock the System Preference pane by clicking on the lock icon in the bottom left corner of the window. Enter the password the customer gave you in the window that pops up.

    2. If the customer does not know the password, let them know we can reset the password. Critical: Explain the drawbacks to doing so—any saved passwords in their keychain (banking login, saved email passwords, etc.) will be lost and have to be re-entered. Document in the “Printed Notes” that they do not know the password and have agreed that the password can be reset if needed.

  5. If the work on the machine requires an AppleID (e.g., system upgrades or installing software from the App Store) enter this information on the SRO and verify. In addition verify if it has 2 factor verification and explain to the customer what this means.

  6. Note any physical or cosmetic damage to the machine by entering in the GH Intake App.

 
The Problem Description field of the SRO.

The Problem Description field of the SRO.

Accepting Peripherals and Accessories with Machine

  1. Power cables for Apple products should NEVER be taken in, unless they are critical to or linked to the repair.

  2. If the customer has to leave a backup drive, or any peripherals necessary for the repair (power supplies for backup drives, mouse or keyboard if linked to the issue, etc.), be sure to check the corresponding boxes in the “Additional Items” field, and note the items in the “Problem Description” field. Be sure to describe the items checked in, and note the make and model if possible (e.g., Black LaCie drive).

  3. Please refer to “Intake and Labeling of Additional Items” policy and procedure for more information.

Take a deposit for out-of-warranty computers. Please refer to the “Diagnostic Deposit” policy and procedure.

If no deposit required, proceed to saving and printing out the SRO (see attached example).

Ask the Customer to Review the SRO

Ask the customer to review the SRO for errors and sign it. Give the customer a copy of the SRO. Ask customer to verify the contact information.

Adding Additional Information to the SRO

If additional information needs to be entered in the SRO after it was signed, edit the SRO “Problem Description” or “Internal Notes” to reflect the changes, print out a new copy, and staple it to the original. 

Critical: DO NOT handwrite notes on the SRO. Handwritten notes cause many communication issues. Always document on the electronic SRO.  Please refer to the “SRO Documentation” policy and procedure.

Complete the Options Tab of the SRO

Before you finish hit options and fill in all the boxes

Take SRO to Tech Department

Put the store copy of the SRO in the bin on the wall next to the door in the Tech room. Put it in the back of the other SROs in the bin. The Tech’s pull from the front, so it is important to add new SROs to the back so the repairs are done in order by date.

 

Service Request Order (SRO) Documentation

Policy

All GeekHampton employees follow standard guidelines for documenting in the Service Request Order (SRO) section of LightSpeed.

Procedure

Problem Description Field

This is the primary note field where machine intake information is thoroughly documented, including customer’s username/password, descriptions of additional items accepted, and any physical or cosmetic damage to the machine. Please refer to the “Setting up an SRO” policy and procedure for more information on completing this field.

Effective Communication

Over communication is preferable to under communication. The SRO system is an integral aspect of the Technical Department’s ability to function efficiently and to serve GeekHampton’s customers with the premium level of care they have come to expect. In a sense, the tech is first viewing the SRO “blind” and is relying on the notes you have taken to understand the issue with the device. When notes are missing or incomplete, service and repairs take longer and mistakes occur. Every employee is responsible for completing notes with accuracy and thoroughness. When in doubt, put it in the notes.

Printable Fields

Some fields of the SRO are printed and viewable by customers and therefore must always be written with proper grammar and spelling. Use LightSpeed’s built-in spell check to double-check your entries (CMD + ; calls up the spell check).  

Confidential Information

  1. The “Problem Description” and “Printed Notes” fields are viewable by customers when printed. If there is something confidential or private the customer should not see, enter it in the “Internal Notes” field.

  2. If a credit card number is needed, enter it in “Internal Notes” and delete the information once it is no longer needed. NEVER enter credit card information in a printable field.

  3. Never write anything derogatory about a customer or employee anywhere on the SRO.

Handwritten Notes

Handwritten notes on the SRO are never acceptable. Always enter information on the SRO electronically so all employees have access to the information. If changes are made to the original SRO, reprint the SRO and staple it to the original signed copy.