Hi Jason :-)
I have a suggestion that wouldn`t be too hard to implement. I read your home page, kind of blurred through it, and saw that it applied to "my" home PC. Then I saw the big Start Now button. Very good, I clicked.
What I`d hoped for as a result, would be to fill out a work request and have a "note" area to describe my problem right now.
The result could go two different ways. One option would be that you would reply to my problem with some basic information on how I might solve the problem on my own. If it`s a more complex problem, you could then say that and give me an estimate.
The second option would be to reply with a general map of how you intend to fix the problem, along with an estimate.
The point here is that I don`t want to just buy some time, cross my fingers, and hope for the best. I`d like to know ahead of time that the tech support is professional, knowledgeable, and accurate.
The first option of offering some basic things to do would build credibility, and since I`ve already filled out a form, you`d have my information for email marketing with periodic reminders that you`re available. You also could provide a newsletter and perhaps some sort of freeware utility that might make life easier.
:-D My thoughts, anyway.