Having worked in various modes of IT service in and around the Columbus and Central Ohio area, I have seen and experienced the gamut; as both a customer and a service provider. I’ve waited countless days to receive a human response to a problem that seems should take only minutes to fix. On the other hand, my team will diligently work on tech problems that take days to solve, and yet the client will also fall impatient with us. They think the issue should take minutes to resolve. In reality, It’s just about not understanding the complexities behind our favorite everyday technologies that have made our lives immediate and convenient, not to mention the work-flows of an IT company; how they use them to maintain order, compliance, legality, among keeping a satisfied clientele.
I’ll be the first to admit that computer people aren’t always the most approachable. We aren’t known for being people people, and can come off as transactional and matter-of-fact. That’s okay! We need people in the world who can focus on data, keep their heads low, and deliver phenomenal products and services. Customers do, however, value communication.
I know what you’re thinking: Can I find a reliable IT company that makes me feel at ease, acknowledge my concerns, and communicate strategy and delays? Can an IT company really make me feel as good as I do about Christmas?!
Yes, of course! You just have to learn what to look for and where to look:
What are the qualities I should look for in an IT partner?
1. Communication
This is the big one. How frustrating is it to not hear back from IT, or know if there has been any progress with your ticket? Ask your sales rep (or better yet, the owner) about the style of communicating with their customers. Keep in mind, it also depends on how much you want to know; for some people, too much information is a bad thing. So strive to find a balance!
2. Timeliness (working with schedules)
Does the company have a reputation for putting projects on hold? Would any delays cause downtime to your routine or business? Ask about how long it takes to complete a ticket request, or, if it’s a major update requiring a house call, how do they work around your family or office staff’s schedule?
3. Constant Monitoring
The best companies are there for you, no matter what time it is! They have software constantly monitoring the health and efficiency of your computer systems. They are prompt about communicating any potential problems and updates. Tip: If searching for this type of tech partner, something I highly recommend, research the term “MSP” (Managed Service Provider). These companies committed to round-the-clock service and also provide your basic IT assistance.
Okay, that’s nice and all, but exactly where do you expect to find such a gleeful-causing support network?
1. Keep it Local
Most people click the first 5 services they find within a Google Search, or remember an ad they saw on social media. These companies are oftimes large and have the funds to bombard you with targeted advertisements, or can pay a devoted SEO department to strategize and ensure their ranking on Google. Take the time to find local or locally-franchised businesses. They typically are area-based, have a prerogative to serve the neighborhood, and are community oriented; they want your business, they want to help!
2. Network!
The best kept secret in town; contact your local Chamber of Commerce, attend an IT event sponsored by your local library, attend a tech-based convention. You will not only learn a heck of a lot about the industry, but you’ll meet people who can point you in the right direction! If they can’t offer specific help, they definitely know someone who does! They can ascertain your communication style; they know people who will match your vibe.
3. Guidance over Gimmicks
Is the business more eager to sell you something than educate and help you? Review their Google Business Profile, check their reviews, visit their website. How do they describe *themselves* to their own audience? What do prior customers have to say about communication flow and overall helpfulness? Tip: view the reviews by most recent. Even if a business is highly rated, it will indicate if recent service is top-notch or slacking. Does the website offer helpful content that is free, readily accessible to the public, and doesn’t require a subscription? These are signs that a business isn’t sell-first, ask questions later. How a company presents itself can be a measure of the quality by which they practice their values, and whether they have a genuine interest in connecting with and helping people.
That makes me feel good! Grant it, not one of these indicators alone can qualify your search with absolute certainty. It does, however, give you a pretty easy-to-follow assistant to help you; kind of like Santa’s elves! If you follow this guide and put in a little work, it will save you tons of downtime and frustration later down the road. And that’s my Christmas promise!
-Daniel Maldet
Owner of CMIT Solutions Downtown Columbus
