{"id":4290,"date":"2026-09-15T04:47:26","date_gmt":"2026-09-15T09:47:26","guid":{"rendered":"https:\/\/cmitsolutions.com\/boston-ma-1020\/?p=4290"},"modified":"2026-09-07T05:12:40","modified_gmt":"2026-09-07T10:12:40","slug":"ten-years-with-the-same-client-and-nearly-the-same-technician","status":"publish","type":"post","link":"https:\/\/cmitsolutions.com\/boston-ma-1020\/blog\/ten-years-with-the-same-client-and-nearly-the-same-technician\/","title":{"rendered":"Ten Years With the Same Client, and Nearly the Same Technician"},"content":{"rendered":"

The best measure of a successful IT relationship is how long it lasts.<\/span><\/p>\n

Uptime figures and ticket counts are worth tracking, and I track them. Over the years, the number that has told me the most is how long a client has been a client.<\/span><\/p>\n

A decade, documented<\/b><\/h2>\n

Take Right at Home, a Massachusetts home care agency supporting more than 300 caregivers. <\/span>We’ve worked with them for nearly ten years, with<\/span> the same technician<\/span><\/a> the entire time.<\/span><\/p>\n

The detail I care about most is that the same technician, Joe, has handled the account the whole time. Here is how the owner, Ted Bernhardt, describes it.<\/span><\/p>\n

Joe has been our same tech for the whole time. It is nice because he has been in the office a million times. He set up our server, he just knows our stuff.<\/span><\/p>\n

That happens when everybody involved is content to leave things as they are. Ted stayed, and I kept the same person on the account.<\/span><\/p>\n

Why the same person matters<\/b><\/h2>\n

Somebody who has worked with you for years already knows which system does what, which process cannot be interrupted, and which day of the month is a bad day to touch anything. They know one team works entirely from home and that a particular application is fragile. They often know what you want done before you finish describing it.<\/span><\/p>\n

That knowledge builds up slowly, and it stays with the person who built it.<\/span><\/p>\n

Continuity works best when it does not rest on one individual being reachable. Ted describes that side of it this way.<\/span><\/p>\n

Four or five<\/span> different people<\/span><\/a> can help us and they all know exactly what to do.<\/span> That is huge. They will talk to you on the phone and work it out in real time.<\/span><\/p>\n

What a long relationship changes<\/b><\/h2>\n