May 8, 2017

Meet Christian Boyce of Christian Boyce and Associates

Local Stories

Today we’d like to introduce you to Christian Boyce.

So, before we jump into specific questions about the business, why don’t you give us some details about you and your story.
Thirty years ago I was fresh out of grad school, having studied Structural Engineering at the University of Texas. Back then, the Los Angeles Macintosh Group brought in people from Apple and other big tech companies to present their stuff to us, and one evening it was Microsoft’s turn. Their rep was demonstrating Excel. Midway through the demonstration the guy next to me– a stranger– leaned over and said “This program looks fantastic. I could run my business on it! But I don’t know how to use it.” I knew how to use it, having learned a lot about Excel while preparing my Master’s thesis a few months before, so I told the guy “I can help you.”

He asked me “How much do you charge?”

I told him I wouldn’t charge him at all, that I would be glad to help him, that this was a computer club and kumbaya and, blah blah blah.

He looked at me as if I had two heads. “You’re not from around here, are you?” he asked. “Around here, people charge for their expertise.” Truth was, I was NOT from around here, having grown up in Davis. We had a laugh about it, agreed on $20/hr., and set an appointment. A few days later I went to his home, taught him a few things about Excel, and came home with $80 in cash. I felt like a millionaire. Better than that, I knew I’d helped the guy a lot, and that felt really good. Better than my regular work as an aerospace engineer.

This first customer– Dave — told people he worked with about me, and soon they were calling, asking for help. I was working days as an aerospace engineer, and nights and weekends teaching people how to use Macs (remember, this was 1988– people didn’t know what to do with the Mac’s mouse), and eventually started using my vacation time from my aerospace job to go to Mac consulting appointments.

A few years went by, with the demand continuing to grow, and then– as if by magic– I was laid off from my aerospace job. That gave me plenty of time to tend to my new business. With more time came more appointments, but it wasn’t quite enough to make ends meet. I actually ran out of money partway through that first year of going full-time, but I was only broke for a few days. More work soon appeared, and I was off to the races.

Along the way, a publishing company asked me to write a Macintosh how-to book for them, which I did. I wrote another soon after, and contributed to several others. The books gave me authority in some people’s eyes, so I am glad that I wrote them– but I really prefer being out with the people, helping them personally. That’s what I really enjoy, so that’s what I focus on doing.

I’ve been full-time in my Mac (and now iPhone) consulting business since 1991. I wouldn’t do it if I didn’t love it. And I do.

Has it been a smooth road?
Of course, there were struggles. Cashflow issues were (and are) difficult. If a customer can’t pay me because he’s short of funds, his problem becomes my problem.

I wanted to expand the business by hiring guys who would go out in the field and do what I do. It turned out that they couldn’t do what I do– or, more properly, they couldn’t, or wouldn’t, do it my way. In this field, you need to be technically excellent, but you also have to be looking out for the customer. You can’t be good at this job if your primary reason for doing it is you want to get paid. Your primary reason for doing it has to be that you want to help the customer. The money will come either way, but you’ll provide a better service if you’re focused on the customer. The customers can tell when you’re looking out for them. They’ll call you the next time they need help and they’ll tell their friends about you too.

I have a hard time finding technically-proficient people who see it that way. My customers love it, so I think I’m doing something right. I still work for my very first customer, some 30 years after helping him the first time. I must be doing something right.

We’d love to hear more about your business.
I’m a one-man mini IT department for small businesses and individuals who use Apple products. Macs, iPhones, iPads; training, support, troubleshooting, advice– I do all of it. And I do it all personally.

I’m known for being customer-centric, for explaining things in ways that make sense to non-technical people, and for being able to solve any problem. I’m not the biggest but I aim to be the best. From the customer’s point of view, since I’m the one doing all the work, they never have to explain their problem all over again when the tech guy shows up, because it’s always me! Plus, I have notes from last time.

I’m also known for wearing cowboy boots.

I never say “I work for myself” even though that’s how other people describe it. I think of it as “I work for all of these other people.” I just don’t have a manager above me. But I remember who I work for, every single day.

I try to be proactive, suggesting things that the customer hasn’t asked about but which I think will be useful. It’s really fun when I get it right.

I don’t lose many customers. I’m very proud of that.

Is our city a good place to do what you do?
Los Angeles is a great place to work. There’s plenty of need for technical support, and especially plenty of need for tech support people who want to create relationships with customers and take care of them long-term.

To the person just starting out: make sure you know your stuff, remember who you work for, remember to be great every single day. And then go for it.

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