“How do you turn an undifferentiated small PC tutoring company into an attractive business acquisition for Best Buy Canada?”

Introduction

PC tutoring is a cottage industry unto itself—full of small and big players alike. People can easily get help with desktop, peripheral and internet related questions by walking into a large retailer or recruiting help from a friend’s tech savvy son or daughter. However, much of this assistance is either expensive or ad-hoc.

That’s where PC Lifeboat comes in—offering on-site and ongoing computer tutoring to not only quickly help people in a bind, but build customer’s long-term PC proficiency.

Challenge

PC tutoring companies are a dime a dozen. While PC Lifeboat had a strong consistent customer base, it’s business model was based on ad-hoc appointments and consultant gigs.

Wanting to expand the company to a broader audience and higher-end client base, coupled with news that Best Buy was looking to expand its Geek Squad service nearby, the situation was clear that it was time to branch out of the home office and become a substantiated player and known brand in the PC tutoring/training space.

Solution

To do this, PC Lifeboat needed to differentiate itself as a brand—developing a complete customer experience that would inspire long-term loyalty and word of mouth recommendations. In one year the company set out to:

  • Develop retail presence in a key downtown location;
  • Manage and grow a full-time staff that could comfortably and knowledgably assist customers using non-tech speak; and
  • Instate both a walk-in and appointment-based cost structure.

Results

Within one year and with all objective met, PC Lifeboat became a notable retail presence. With over 80+ regular consumer and business related customers a week, the company quickly became know for its accessible and quality tutoring.

The entrepreneurial idea that originated in people’s homes had caught the attention of consumers with deep pockets and even Best Buy. In August of 2005, PC Lifeboat was acquired by Best Buy (Canada) to sell its consumer PC tutoring facility and client-base to Geek Squad.