More than a quick-click fix: Local computer consultant enjoys teaching clients to solve problems

Tuesday, August 16, 2005
By Anne Polta, Staff Writer

WILLMAR -- When the client’s computer recently crashed, she called Roy Stiff of KandiComp for help.

Stiff discovered more than 6,000 malicious software infections that had caused the machine to grind to a halt. He debugged the computer, then sat down with the owner and showed her how to check for viruses and take better safety precautions.

For Stiff, it’s not just about the fix. It’s also about teaching his customers to maximize what they can do with their computer.

“I don’t just repair anymore,” said Stiff, president of KandiComp. “Questions lead to more questions. I get called back to teach. Relationships are the best part of our business. A lot of people are sharing their success stories. They’re doing something they couldn’t do before and they’re very excited by that.”

KandiComp was launched a year ago as a computer services cooperative.

Its target audience: nonprofits, small businesses and home users who may lack computer expertise and don’t have access to affordable help.

“A computer is how we communicate. It’s how we get our medicines and our groceries. It’s how we get our diplomas and how we better ourselves,” Stiff said. “We’re there to put everyone on an even keel. It levels the playing field.”

In the past year, Stiff has seen the business grow. The cooperative now has four affiliates that share referrals and marketing costs.

A new division, Signs of Inspiration, has been added. Headed by Stiff’s wife and business partner, Beth, it offers computer-created inspirational signs. One of the biggest additions has been the development of a Web site, www.KandiComp.com . Stiff’s vision is to make the site a self-help destination.

Site visitors can learn online how a computer’s operating system works or how to recognize if their machine has been infected by malicious software. A section called “Computer Detective” helps them figure out how to troubleshoot problems.

There’s an online repair form that can be e-mailed to KandiComp for a quick response.

Stiff also is developing an online forum that will allow users to ask questions and share their knowledge.

“Anybody can log on and post comments on a topic,” he said. “Sometimes the people who best explain computer skills are peers. They speak the same language.”

Through a Web site guestbook, Stiff also hopes to generate feedback that will help him better address customer needs.

From the basement of the house he and his wife recently bought near downtown Willmar, Stiff runs KandiComp and does Web design and repair work for his customers. He’s equipped with high-speed broadband and his repair shop has the network capability to run 11 computers simultaneously. Much of his work, however, consists of house calls.

“It’s never 8 to 5. It’s when people need us,” he said. “If it’s Monday at 5 a.m. and the store owner finds he can’t use his computer, I’m there at 5:30 a.m… It’s really a challenge balancing business and family but we make it work.”

He estimates that 80 percent of his repair work involves disaster recovery, most often from malicious software, or “malware,” infection.

Because prevention is critical in avoiding malware problems, Stiff found almost from the start that it was important to educate his clients.

“People have all kinds of resources available that they don’t even use. The worst part is, they don’t even know the hidden costs,” he said.

At first, his repair services were separate from customer education.

Now, he sits down with customers right away to explain how to check for viruses and do regularly scheduled maintenance.

“I find it’s to everybody’s advantage just to show them,” he said.

“I take them through it step by step. It’s their computer, so they can see exactly where to go to do each thing… We’ve really expanded how we do education.”

He also offers group classes in computer use. He does volunteer work in the Community Christian School computer lab as well. Additional services include Web site design.

When KandiComp started a year ago, “I didn’t have a vision of how many different kinds of teaching I might have my hand in,” Stiff said. “I’ve learned to be flexible according to people’s needs.”

One of his current goals is to develop a series of proactive computing packages -- for instance, tutorials in how to properly configure software. “I don’t know what it’s going to look like but it’ll be there,” he said.

He hopes to offer lessons in everything from safe workplace ergonomics to computer-based legislative lobbying.

He’d also like to see downtown Willmar become a hub for information technology.

“We can help the businesses here to network their computer services so they can lower the cost,” he said.

-----------------------------------------------------------------------------
Content © 2005 West Central Tribune

KandiComp, LLC is located in the downtown business district of Willmar, MN 56201.
Phone: (320)235-2701 Fax: (320)-235-0260  E-mail: support@kandicomp.com  Website: www.kandicomp.com