But when he tried to set up the software, it crashed eight times. He called the company that sold it and was told he needed to do a training course that would cost another £3000. Instead, he sent the software back and went to college to learn manual book-keeping. He has done the books on paper ever since.
A good start
Lack of knowledge about computer hardware and software leads many small builders to make expensive mistakes when they buy computers. Frequently, they do not understand the terminology, how much they should spend and what machine is right for them. And once they find a PC, they are faced with choosing the right software.
Litt agreed to act as a guinea pig for a Building experiment to see what advice a small businessperson with little experience of IT can expect from high-street computer retailers.
He wanted advice on replacing his three-year-old system for writing letters to clients and for estimating jobs. He was also keen to find out about an accounts package.
Our first stop was the Oxford branch of Time, a computer manufacturer that rents space in Office World.
"I am looking to buy a computer for my business but I don't know what would be best for me," Litt told the sales assistant, who smiled and started his pitch. "I'm a builder," Litt added. The assistant's smile did not waver as he led Litt to one of the computers on display.
I just heard that sales assistant tell a customer: ‘You don’t want to look at anything on the bottom shelf because it’s all crap’
Steve Litt, Abingdon Building Services
"What are megabytes?" asked Litt.
"One megabyte is equivalent to 80 sheets of A4 paper," explained the assistant. He then spoke more slowly and explained any technical jargon. He told Litt that the software programs were all year 2000- and euro-compliant, and offered free quotes on three systems, with no obligation to buy. While the assistant was drawing up the quotes, Litt played with the systems on display.
The assistant handed over the quotes, along with a selection of brochures, a training video on how to choose the right personal computer and a brochure detailing all the products available. Litt was impressed. "He knows what he's doing," he said. He added that the only drawback was the lack of information on accounts programs.
PC World was next. The Oxford superstore trumpets the fact that it has a business centre geared towards professional users. This is a corner of the warehouse decked out to look like a section of an open-plan office. There are plush armchairs, newspapers in a rack and a receptionist. Litt approached her to ask for a sales adviser. The business adviser was busy with a customer but would be free in a few minutes, she said. It all seemed very professional.
Confused accounts
Unfortunately, we were approached by another adviser who seemed a little at sea. Litt detailed his requirements, mentioning that he was a builder. The assistant's first question was: "Have you got an account with us?" When Litt said no, we were swept off to the hub of the business centre where the assistant produced the paperwork for opening an account. A bemused Litt protested that he did not need an account – he was just looking. "Are you VAT-registered?" The assistant continued. "And how long have you been trading?"
Litt asked him to recommend a PC and the assistant indicated the manager's special offer, an IBM Aptiva for £1499 including VAT.
“What’s the difference between this one and the other one?” Litt asked. “It’s cheaper,” the assistant replied
Litt asked if it was possible to connect it to the Internet for e-mail. The assistant did not know. He slipped off and came back with two colleagues who quickly located the modem and demonstrated where the telephone line would go. While he was away, Litt noticed that the price-tag stated quite clearly that the computer had a modem. Litt then asked about the software that came with the computer. The assistant knew that it was called Lotus Notes Suite Millennium but nothing more, and he had never heard of Quicken 98, another personal accounts package, detailed on the accompanying information card. We moved on to look at another machine. "What's the difference between this one and the other one?" Litt asked. "It's cheaper," the assistant replied, before inquiring again if Litt would like to open an account. As we left, Litt realised he was clutching the paperwork to open an account.
The builder's verdict on his experience of the sales adviser at PC World: "Crap. I didn't get any advice. He didn't know what the computers did. He gave us no brochures and that business about opening an account put me off straight away."
Litt's opinion of PC World is based on one adviser in one store. In response, a spokesperson for PC World said: "We are sorry the customer was disappointed because we work hard to make sure our sales advisers are trained. We will have a word with the branch to see if there is a problem, and if the customer would like any more advice we would be happy to do our best to help him."
The last shop was Tempo. Although the range is limited, the sales assistant was efficient. Litt explained his requirements and the assistant led us to a computer with the relevant software – a Hewlett-Packard that included Quicken 98. The assistant explained that Litt would need a more sophisticated program for business accounts, and recommended a package called Sage.
When Litt asked about a more expensive model, the assistant told him it was not worth it. "You don't want to spend too much on the computer alone. They depreciate in value so quickly," he explained. "Now, there's unbiased advice," whispered Litt as we left the shop. "I just heard that sales assistant tell a customer: 'You don't want to look at anything on the bottom shelf because it's all crap.'"
Litt felt that the Tempo assistant listened to his requirements and did not try to pressure him. He was also impressed by his advice on software.
Litt concluded that high street computer stores might not be the best place to buy business software, but, for a PC, the overall winner was Time. "It was the only one that went into detail with quotes and specifications for different models and price ranges, then left it up to you to make a decision," he said.