Two customers, one shop
A repair business often serves two people who have almost nothing in common.
One has a cracked screen. They want a price for their model, a slot today, and their photos left alone. They decide in ninety seconds on a phone.
The other manages an office of fourteen people. They want to know what a support plan covers, how fast you respond when the server goes down, what it costs per user per month, and whether you have looked after a business like theirs. They decide over two weeks, with a colleague, and they want a conversation before they commit.
Put both on one page and you serve neither. The consumer wades through talk of managed services and leaves. The business buyer sees screen prices and concludes you are a phone shop. Here is how to separate the routes without building two websites.
1. Split at the navigation, not the domain
One site, one domain, one set of reviews and one search footprint. The split happens in the main navigation: Repairs and prices for the walk-in customer, Business IT support for the buyer. Two clear doors, visible without scrolling on a phone.
A second domain divides your search authority, doubles the maintenance and confuses the Google Business Profile. Resist it unless the two halves are genuinely separate companies.
2. Give the home page one line for each
The home page should not try to sell both at once. A primary message for the busier audience, usually the consumer, with the Book button beside it, and a single clear band lower down: "Support a business? We look after IT for small offices in [town]." One line, one link, out of the way of the customer with the broken phone.
3. Build the business route as its own set of pages
The business IT support route needs its own structure, because the buyer's questions are different:
- Plans with inclusions, in plain words. What is covered, what is not, what happens on day one.
- Monthly pricing ranges, per user or per device. Buyers compare, and hidden pricing reads as expensive.
- Response times per plan, with what counts as urgent. It is the second question after price.
- Plain pages on security, backup and cloud, written for an owner who is not technical and does not want to be. No acronyms without a translation.
- Onboarding explained. What the first month looks like.
- Certifications and team, and case studies by sector where you have them.
- A discovery call booking through Calendly, Microsoft Bookings or HubSpot Meetings, with a short form about the business, its users and its current setup.
4. Keep the consumer route fast and transactional
The walk-in side needs the opposite treatment: price tables by model, one-tap booking with the fault captured, job tracking, warranty and parts, data privacy on devices, turnaround. Nothing that slows the decision. The phone and computer repair sub-page covers that side in full.
5. Match the call to action to the buyer
The consumer route ends in Book a repair. The business route ends in Book a call, because nobody buys a support contract from a booking widget. Two different verbs, two different tools, two different follow-ups. Sending a business enquiry into a repair booking queue is how good leads go cold.
6. Business accounts are a third, smaller thing
Between the two sits a business account for repair work: a school with fifty tablets, an estate agent with laptops, a hotel with appliances. They do not want a support plan, they want an account with agreed rates, invoicing and a named contact.
That is one page, not a route: what an account gives you, how billing works, priority turnaround if you offer it, and an enquiry form. An appliance repair business serving letting agents needs it as much as a phone shop does.
7. Track the routes separately
The two halves have completely different economics. A screen repair is one job; a support plan recurs for years. If both are counted as "enquiries" you cannot see which pages produce which. Tag the events by route, and look at the business route on its own, monthly, against the repair bookings.
8. Do not let one route strangle the other
Two warnings from sites we have audited. First, an IT provider who buries the consumer repairs behind corporate language and wonders why walk-in work dried up. Second, a repair shop that adds a thin Business page with no plans, no prices and no response times, then concludes business buyers do not search online. Both routes need real pages or they should not exist.
Where this sits
Separate routes for walk-in repairs and business support, each with its own pages, its own call to action and its own tracking, held together by one domain and one set of reviews, is part of how we build a repair business website. The shop stays one business; the two customers each get the site they came for.