You make excellent points here, and I don’t think it sounds harsh at all. After all, like you, I am on the IT provider ’side of the fence’.

Firstly, your point about documentation is one of my pet subjects. If you’re paying for a halfway professional service, you should be getting some kind of documentation outlining how your systems work. We don’t need encyclopaedias, but an accurate overview accompanied with, as you point out, relevant passwords are an essential minimum.

Secondly, I agree with everything you point out about being a good (IT) customer. I understand it can be hard for customers to be trusting after a bad experience, but one needs to put a measure of faith into ones’ IT providers. I will point out that all of the scenario’s you portray can be avoided with better communication. Communication after all doesn’t only require talking, but listening too.

If you really want the best service, as the customer you also have to make an effort in the relationship.

I particularly like your point about flat-fee services – this is becoming more common, and can be a great solution. Customers do need to understand the IT providers are assuming a great deal of risk, and therefore must outline exactly what, when and how they will deliver these services. That often puts some customers off, but some people will always prefer an ad hoc arrangement. Personally, I think this flat fee, or fixed cost, model is a really great option for businesses who need professional support with budgets requiring forecasted expenditure.

Now lemme play devil’s advocate and jump back on the ‘IT provider’ side of the fence. Here’s a quick list of how to make it as hard as possible to get good computer support (read through and see if you are a bad customer!) ….
1. Dont spend any money maintaining your systems (e.g. regular software tune-ups or replacing ageing hardware).
2. Dont spend any money on pro-active monitoring to catch the little problems before they turn big.
3. Expect your computer person to drop everything and work on your problem the minute you call them. They have other customers too and prioritise calls like a doctor. Want an immediate response? Employ your own IT staff.
4. Ignore your computer guy’s recommendations and do it your own way instead.
5. Purchase that super cheap special deal then complain when we tell you it wont work in your office setup.
6. Expect your computer person to sit on hold to your ISP for hours and then complain when you receive a large bill for all of his hours.
7. Leave your computer guy’s invoice as long as possible before you pay it. It’s not like he can cut your power off or anything.
8. Don’t call your computer guy if the problem re-appears, but moan to all of your friends about how he didn’t fix it.

Most IT guys walk a fine line between wanting to deliver the very best customer service and only being compensated for the actual time they can put on your invoice. Understandably, you want the job doing as fast and as cheaply as possible.

I guess I’m saying there are some tradeoffs for the benefit of only having to pay for computer support when you need it, instead of paying an annual salary to an IT staffer. We’re trying to remove the time=income catch22 with more flat-fee services, but troubleshooting can be a tricky one due to so many components and unknowns. Yes, still much like the doctor analogy where a sore throat can range from ‘take a lozenge’ to ‘let’s run lots of expensive tests, diagnose cancer and put you on chemo’. Remember, like a doctor, we’re being rewarded for our experience, knowledge and skills … things you dont have to sort out your own problems.

Sorry if this little rant came across a bit harsh. There is no excuse for poor customer service and there are some shockers in our industry, no doubt. Just be a little realistic about your expectations though and talk to your computer guy about your concerns

I agree that having a primary focus on customer service is NOT a namby-pamby sentiment. It is a fabulous way to increase the value you offer to a customer. This brings many obvious benefits; some tangible and other intangible.

I know that you and others in the industry understand this fully.

(FYI: Jonathan has, in this order, been a customer, boss & colleague of mine, and throughout has always been a valued mentor).

Thanks for your comment, mate!

As usual eloquent and meaningful not to mention accurate, it is only fear with comments like better the devil you know that stop customers from changing their circumstances. It is not as difficult or as painful as the industry would have you believe.

As you know I have also been in and around the IT industry for many years and the number one thing that I think we all forget to remember is that we are a service industry that is meant to serve.

If it is being done for the money or the status of the deal then I think it will more than likely break down and fail at some point.

To serve because it is the right thing to do, what a wonderful sentiment but probably not a very lucrative one from a business point of view, or is it? I believe that if to serve is always the underlying reason of why you are there, then a solution can always be provided regardless of circumstances and budgets.

Your point from the ‘Smart Bear’ blog about not always perfecting a task before moving on is a good one, and something I do struggle with at times. As Seth Godin says, shipping on time and in budget is the most important thing. He basically means, set a goal and stick to the parameters you’ve set, and don’t get bogged down in too many details.

Lastly, I have replied to your reply on Wave. Hoo Roo mate!

You continue to pour much needed Chi into the too often collapsing nadi (http://en.wikipedia.org/wiki/Nadi_%28yoga%29 ), of my ‘Faith in Humanity’

Mate, I’d whole-heartedly request you to do brain surgery on my offspring, knowing that, even though you weren’t ‘qualified’, you would thoroughly research the task before hand, say it how it is up front, and do your absolute wringin’-wet best…Genuine intent and integrity is IMHO where real ‘Magic’ comes from. You can’t teach it, measure it, manufacture it or ‘IT’ it…it’s just either their or it ain’t…and both you guys have it in buckets

And Paul? Only the Messiah would deny his true Divinity! This is where you say “Well what chance does that give me then?”…”Oh F___ OFF!” ;-P

I could go on yet another rant about IT Support here, but I reckon this comment (No 2), by Pete Michaud on the ‘A Smart Bear’ blog nicely sums up a ‘real world’ approach that at least fits my bill

Great debut Stevo…I look forward to more

Cheers

Stephen G

PS I finally replied to you on Google Wave yesterday

Funnily enough, I think many people who run IT companies are aware of it, but I suspect it is the fear of change and the perceived friction of changing their systems that also holds many of them back.

The one thing that will change that mentality is customers voting with their dollars, by choosing to spend them where they do get better service.

Oh, and if you’ve got a good IT guy, hang on to him, and sing his praises from the rooftops. Hens teeth etc.

Perhaps it is a case of they have not been taught how to. From your last sentence it seems there is an opportunity for someone to help in this area, especially as small business owners are time strapped.

I must say my IT guy is great and has talked to others on my behalf.

While it can be difficult making sense of ‘geek-speak’, it astounds me that many IT service companies lack either the ability or the inclination to talk to other IT companies on behalf of their customer.

Passing the buck and not liaising in a basic manner with other IT companies involved with project or support issues is commonplace.

However, it is well worth repeating that it doesn’t have to be like that, as there are lots of individuals and companies out there who do things the right way. You’ve just got to sometimes do a bit of legwork and or homework to find them.

I can and I am sure others can relate to this post. One thing I found when facing a similar situation is that the communication between those in technology and the rest of us can at times be as clear as mud.

Of course this is a generalisation and also probably true of most industries.

Great post

Susan