Do you trust your IT services firm to put the best interests of your business first?  If so, why?  If not, here are 4 ways your IT services firm should work to earn your trust.

I recently had an experience with an auto repair shop that caused me to question both their honesty and their expertise.  I took the car in for routine maintenance and they recommended several additional repairs, including a service that had been done on my car merely 5 days before by a different shop. 

I asked the technician if he believed the original work was done incorrectly.  He said they weren’t sure my car really needed the work but they just recommended it as a matter of routine.

That made me question whether the other repairs they made were really necessary.  Next time I’ll go elsewhere.

It also made me consider how business owners work with their IT providers.  Do you really know what you need?  Do you understand what you’re buying?  Can you have confidence that you’re being told all that you need to know? 

When I took my car to the shop, I described the symptoms of the problem.  I don’t know enough about cars to know what was really going on under the hood.  I left that to the experts.

Similarly, when I talk to business owners, they describe what makes them frustrated about their IT services.  It can include technical issues, people issues, or a combination of the two.  They’re looking to us for a clear definition of what’s really going on and to make recommendations for a solution.

If you don’t have a background in IT, it’s challenging to know what you really need and what it should cost. 

4 ways your IT services firm should work to earn your trust: 

  1. Answer your questions. Some business owners want to understand their IT in-depth, others don’t.  Your IT provider should be open to your questions and willing to provide explanations.    
  1. Do what they say they’ll do. This seems obvious, but it doesn’t always happen.  In a managed IT services environment, that means making your network function securely and keeping it running proactively.  When you call, you should expect a quick response. 
  1. Provide ideas and options. There’s almost always more than one way to address an IT issue.  Your IT services provider should be bringing ideas to you that could help serve your customers better, make your staff more efficient, and make your business more profitable.
  1. Own up to mistakes and correct them. Nobody’s perfect, and neither is technology.  As a client, you have a responsibility to raise issues when they occur.  Problems aren’t always the IT providers fault, but they need to be willing to address your concerns whenever possible.

A trusted business relationship doesn’t develop overnight.  Your IT services firm should take these steps to help make sure you remain a satisfied client so you don’t want to look elsewhere.

 If your business needs help managing IT, contact CRU Solutions