John Gallie of JTG Systems: Tips From Building A Top Rated Repair Service

In this interview series by Website Planet, leaders from successful online companies reveal exactly the strategies, tools, and resources that helped them stand out and grow even in the most competitive markets. Each interview is a mini collection of tips proven by decades of experience and real data that you can apply immediately to any website at any stage of growth, and see quick results.

John Gallie is the owner of JTG Systems, a computer repair service with over 1,000 verified positive Google reviews, that has earned a reputation as Niagara’s top computer repair service. Before establishing JTG Systems, Gallie gained experience through various roles, including work with the Department of National Defence. He also actively participates in training co-op students from E.L. Crossley Secondary School, providing them with practical experience in computer repair using recycled equipment donated by clients.

In 1-2 sentences, what does your company do and for whom? What are your numbers right now in terms of revenue, customers, and team?

At JTG Systems, we specialize in computer and laptop repair services, catering to both individuals and businesses across the Niagara region, including Welland and St. Catharines. With over 1,000 five-star Google reviews, our commitment to exceptional service has earned us a trusted reputation, making us a leading choice for reliable technical support in the area.

What unique approach, features, or capabilities make you stand out from the competition, and how exactly? Can you share metrics and examples that show the difference you’re making?

We distinguish ourselves through a transparent, customer-focused approach. Our quick turnaround times, competitive pricing, and honesty have set us apart in a field where trust is critical. These values have earned us notable accolades, including the Diamond Award for Computer Repair in the St. Catharines Standard and the Platinum Award in the Welland Tribune. Furthermore, our collaboration with Crime Stoppers Niagara demonstrates our commitment to community betterment, which resonates deeply with our clients.

Metrics like a 4.9-star average rating across over 1,000 reviews exemplify the quality of our service. Many customers cite not just technical excellence but also our integrity as reasons they repeatedly choose us over competitors.

What are the unexpected challenges your company has faced since its founding, and what are the most valuable lessons you have learned from these ups and downs?

One of our most significant challenges involved a dishonest subcontractor, and a series of unethical practices by a landlord. These experiences brought unique struggles but also provided critical lessons that we want to share as a warning for others.

The Subcontractor Issue
Our Subcontractor was contracted to provide specific services for JTG Systems. Although never an employee, he exploited the subcontracting arrangement by falsifying work hours, claiming excessive payments, and tampering with our emails and systems. He even diverted funds from our bank account to pay for his personal expenses. Adding to the complexity, he made fraudulent claims about his work and presented fabricated evidence, which we later disproved through meticulous documentation and hospital records showing he was absent during the times he claimed to be working.

Lesson Learned: Always have written contracts detailing specific terms of service, hours, and expectations. Verbal agreements, no matter how seemingly straightforward, can leave room for exploitation.

Additionally, monitor subcontractor activities closely and implement checks to ensure claims are verifiable. Most importantly, trust should never replace oversight.

The Landlord-Tenant Issue
Separately, we encountered a deceptive lease agreement with a landlord and real estate agents who manipulated the terms to favor the property owner. Initially, we were told it was a one-year lease with an option to renew. However, the final document, which we were pressured to sign under duress, was altered to lock us into a five-year agreement. This bait-and-switch tactic, combined with inadequate disclosure about property changes such as the installation of a traffic barrier, led to severe business disruptions, cutting our revenue by 50%.

Additionally, the agents involved acted unethically, representing the landlord while falsely claiming to be our advocates. They provided inadequate time for inspections, entered our premises illegally on multiple occasions, and failed to honor promises such as reimbursements for expenses like lock changes and property repairs. The lack of accountability further compounded the financial and operational strain on our business.

Lesson Learned: For anyone entering into a lease or property agreement, always take your time to review documents thoroughly, no matter the pressure. If possible, consult a lawyer or neutral third party to verify the terms. Ensure all promises are documented in writing, and do not rely on verbal assurances. Be wary of agents or landlords who try to rush decisions or discourage full transparency—it is often a red flag.

These experiences, though challenging, reinforced our resilience and commitment to doing business ethically. By staying vigilant and learning from these incidents, we’ve strengthened our operations and continue to serve our clients with integrity.

Key takeaways:

1. Document everything—contracts, communications, and any deviations from agreed terms.
2. Avoid signing documents under pressure; always insist on adequate time to review.
3. Keep a close eye on red flags such as unauthorized property entries or conflicting statements from agents or landlords.
4. Your lawyer must review the final draft, not only look at the initial one.

What has been your most effective marketing channel so far, and why? Great if you can share one specific campaign or tactic that yielded great results.

Word-of-mouth referrals have been our most effective marketing channel, supported by our exceptional service and strong online presence. A standout initiative was our partnership with Crime Stoppers Niagara, which positioned us as a community-oriented business. This collaboration not only increased our visibility but also reinforced our reputation as a company that gives back. As a result, we’ve seen a direct increase in customer inquiries and a surge in referrals from clients who value our ethical approach.

What are the emerging trends and challenges you plan on tackling next year? How exactly do you plan to do that?

Next year, we are focusing on integrating AI-driven solutions, SEO and web design, and business systems automation to address growing market demands. Businesses increasingly rely on AI agents and automation tools to streamline operations, enhance customer experiences, and improve decision-making processes. Our goal is to deliver innovative, cost-effective solutions that empower businesses to thrive in a competitive digital landscape.

We plan to:

1. AI Agents & Automation: Develop and implement custom AI agents capable of handling tasks such as customer support, data analysis, and workflow automation. These tools will reduce manual labor, increase efficiency, and improve customer satisfaction for our clients.
2. SEO & Web Design: Expand our offerings in SEO and modern, conversion-focused web design to help businesses increase their online visibility and attract more leads. This includes leveraging AI tools to optimize content, analyze trends, and stay ahead of search engine algorithm changes.
3. Business Systems Automation: Provide tailored automation solutions for small to medium-sized enterprises, including CRM integration, inventory management, and automated reporting systems, enabling our clients to reduce overhead and focus on growth.

We’ll achieve these goals by investing in cutting-edge AI tools, expanding our team’s expertise through advanced training, and partnering with industry leaders in AI and web technologies. Our efforts will be supported by targeted marketing campaigns to educate businesses on the benefits of these innovations, ensuring we’re not just offering services but also empowering clients to make informed, forward-thinking decisions.

To wrap up, if you had to share one business tip that the rest of your industry disagrees with, what would it be?

Transparency is non-negotiable. While some in the industry focus on upselling unnecessary services or obscuring details, we’ve found that honesty builds stronger, long-term client relationships.

For example, instead of pushing expensive upgrades, we explain the exact issue and provide straightforward solutions.

This approach not only builds trust but also creates loyal customers who confidently recommend us to others. In a field often criticized for lack of transparency, we’ve proven that doing business ethically is both the right choice and a sustainable strategy for growth.

Connect with John Gallie

LinkedIn: https://www.linkedin.com/in/computerrepairniagara/