Nerd Operating Manual (NOM)
Introduction
At Neighborhood Nerds, our commitment to excellent member service involves a unique approach: we do everything in the presence of our members. This means no task is performed without direct engagement—be it via a phone call, a remote session, or an in-person visit. This manual outlines the standard operating procedures that ensure we uphold this principle in all our activities.
Nerd Services Overview
Our services are designed to be personal and immediate, catering to our members’ needs through various direct engagement methods:
- Nerd Visits: Face-to-face engagements at the member’s home, office, or preferred location.
- Remote Help Sessions: Assistance provided through remote computer connections, or video calls via FaceTime, Google Meet, or Zoom.
- Emails, Texts, and Chats: Engagements that allow members to communicate their needs without being on a phone call, yet still receive immediate, personalized responses.
Principle of Presence
Whether it’s troubleshooting a network issue, providing recommendations for upgrades, or planning improvements, all tasks are conducted in the member’s presence. This principle applies across all services, ensuring transparency, trust, and personalized service.
Examples of Engagement
- Troubleshooting: Directly addressing issues with networks, computers, entertainment systems, or security devices during a Nerd Visit or Remote Help Session.
- Upgrades and Improvements: When a member seeks advice on upgrading or improving their systems, a Nerd Visit is scheduled to discuss, research, and make recommendations together, facilitating an immediate and informed decision-making process.
Operating Procedures
Scheduling Engagements
All tasks requiring research, planning, or extended discussion are scheduled for a Nerd Visit or a Remote Help Session. This ensures that our members receive our full attention and expertise, fostering a collaborative and informed service experience.
Ensuring Member Presence
We do not have off-site teams working asynchronously from our members. All engagements, recommendations, and actions are taken with the member actively involved, ensuring that our services are tailored to their immediate needs and preferences.
