What's The Similarity Between a Repairman and a Doctor?
When the SL and SR buttons of my Nintendo Switch Joy-Con broke, I looked up how much it would cost to get them repaired. It was way too expensive. The spare part is cheap, and the repair is straightforward.
I decided to order the part and do the repair myself. After successfully repairing my issue, I decided to turn it into a side business.
Here are the lessons I learned.
- Starting is difficult. I’m only doing repairs, but imagine starting up a more complex business. I had stripped screws, broken tools, damaged parts, missing parts, and delayed work, as well as uncomfortable conversations with customers. However, they’re all part of starting up. Fuck ups are normal. Fuck ups are signs of growth
- Fake it till you make it. I had impostor syndrome when I started. But, how do you become good at something without ever feeling like a fucking noob? You have to just do it. Make mistakes, learn from them, avoid them, plan better, do better.
- Cheapest repair service wins. Affordable repairs encourage people to consider making repairs. Why would people bother with repairing if the repair cost comes at around 50-60% of buying a new one? They'd have to bear the hidden cost of conversing with the repairman, meeting with him, waiting for the repair, etc.
- People don't mind going down to my home. Some were driving.
- Do the right thing. I realized that I can't afford to botch my job and focus purely on the money. Sometimes, people bring their joycons for repair so that their children can play. I don't want to disappoint those kids.
- All parts are not equal. For instance, the quality of analog joysticks varies between suppliers.
- Mind the hidden costs. I can profit about $11 per 10 minutes of easy repair jobs. That's a whopping $66/hr. However, that calculation is only valid if I perform repair work and the problem has been clearly identified. There were hidden costs: chatting with customers, meeting them, troubleshooting their joycons, testing them. Troubleshooting is especially time-consuming when dealing with a more complex case.
There is a parallel between a skilled repairman and a doctor. A good repairman doesn't need to open up the joycon and use measuring tools like a multimeter to determine where the faults are. He can narrow down or sometimes accurately diagnose the faults by asking questions and testing for functions (symptomatic troubleshooting).
For example, a customer said that their joycon's battery is spoilt. I asked them what they mean by that. They told me that they plugged their joycon into the Switch console and the console didn't detect it. I wouldn't be too quick to conclude that this is an issue with the battery. It could be an issue with the charging rail connector, rather than a dead battery.
Likewise, a good doctor rules out diseases by testing for functions (such as movement and reflexes) instead of jumping into asking patients to undergo diagnostic procedures like CT scans and MRIs.
If I clear my inventory, I'm supposed to make about 5x the capital I invested into spare parts. But I couldn't clear my inventory. I had to stop my repair service due to life circumstances. I did break even, though. I managed to cover the tools I bought: a microscope, an iFixit Pro Tech Toolkit, etc.