Personal touch drives business of PC repair
JOHN Adams is the first to admit he has aged with his customers.
When John started South Barwon Computers 20 years ago, those customers were mostly over 40 and had little familiarity with their home PC than is generally the case today.
“We always focused on the people who needed our help,” he said.
“We have a lot of customers who are 60, 70 or even 80 years old. We rarely get anyone in under 30 now.”
Keeping a loyal customer base has been critical to a business that started in High St in Belmont before moves to two different offices in West Fyans St, Newtown, and which for the past year has operated from a Ryrie St premises that John says is cheaper and more convenient.
“You just have to look after the customer and they keep on coming back,” he said.
“There are always some who think you are taking advantage and you don’t see them for a couple of years then, all of a sudden, they’re back.”
Success in the repair and service of home PCs spread into opportunities in the commercial world and South Barwon Computers has had up to 50 businesses as clients.
“Most of that work now I can do from my office remotely,” John said. “That’s about 20 per cent of the business.”
While most of its revenue is still derived from home computer repairs, South Barwon Computers also maintains a retail offering of personal computing accessories.
The business has changed over the years with John being more hands-on compared with the days when he employed four technicians.
Two sons have also worked in the business while John’s wife and business partner, Thelma, still provides extra support when needed.
Sales records show South Barwon Computers has accumulated about 9000 individual customers and occasionally John is given a reminder of his early days.
“Every now and again a customer comes in and you bring up on the software the sale and you see he’s customer number 52,” he said.
“You look at the customer number and think, ‘Gee, he must have been one of our first-year customers’.”