So many support companies see time where staff is not on the road as lost revenue. So they don't take the time to train them. So when sales is pushing new technology and products and also installation, support has to figure it all out on the fly. Some customers will just let you be, but some stand over you and watch and if you are trying to figure out how to do basic things, it doesn't look very good.
Also try to be upfront about what your staff can and can't do. I worked for a support company where the owner told a customer we had a "licensed electrician" on staff. What we had was a guy who knew how to do wiring.
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Many years ago I started a firm that, inevitably enough, dealt with small firms and private individuals to start with. The small firms did the usual trick of extending a 30 day agreement to 60, but they generally paid up. The private individuals were frequently a nightmare to get payment from.
So, another tip I can suggest is that regardless of the clients size, ensuring that they know what you're payment terms are - cash in hand if necessary - before you start getting into the work. The little guy is an important client too, but they've got to pull their weight. It's the businesses responsibility that they do pay up in good time to ensure that cash-flow keeps on flowing, and that ongoing relationships with the client are good.
So, another tip I can suggest is that regardless of the clients size, ensuring that they know what you're payment terms are - cash in hand if necessary - before you start getting into the work. The little guy is an important client too, but they've got to pull their weight. It's the businesses responsibility that they do pay up in good time to ensure that cash-flow keeps on flowing, and that ongoing relationships with the client are good.
11. Not listening carefully to your clients from the moment you first meet them. Not just a fault of bad IT supporters, of course, but there is a regrettable tendency for some IT people to make unwarranted assumptions about new clients' knowledge, ability and needs.
12. Working down to a price instead of up to a standard. It's so tempting to undercut the competition on price - sell YOUR services what THEY are worth. You'll know if you get this right because people will recommend you and keep coming back. [The competition may charge ??50 for what they call a 'System Rebuild', but I call it reinstalling Windows and handing it back to the client to spend a couple of days finishing the setup.]
13. You are people, employing people, selling to people, don't forget it. Again, not just applicable to IT support. It doesn't matter whether you are installing 250 new desktops for a local major business or a new router for your elderly neighbour, good manners and a friendly personal interest are worth more than any certificate.
12. Working down to a price instead of up to a standard. It's so tempting to undercut the competition on price - sell YOUR services what THEY are worth. You'll know if you get this right because people will recommend you and keep coming back. [The competition may charge ??50 for what they call a 'System Rebuild', but I call it reinstalling Windows and handing it back to the client to spend a couple of days finishing the setup.]
13. You are people, employing people, selling to people, don't forget it. Again, not just applicable to IT support. It doesn't matter whether you are installing 250 new desktops for a local major business or a new router for your elderly neighbour, good manners and a friendly personal interest are worth more than any certificate.
the first point about "Overlooking the little guy" is a mistake most firms make... DO OVERLOOK the LITTLE GUY - if your bigger than your clients - chances are they cant afford to work with you... I mean can you pay anyone $100 to $200 an hour do any thing for you?
As your IT business grows so will your expenses - and if your old clients are not growing - chances are they are not a viable business, cant afford you and should be DROPPED... your time is not infinite - spend it working with firms that are growing and have a well defined IT budget and specific projects in mind. You are not a "IT Psychiatrist" and if you are - you are in the wrong business....
As your IT business grows so will your expenses - and if your old clients are not growing - chances are they are not a viable business, cant afford you and should be DROPPED... your time is not infinite - spend it working with firms that are growing and have a well defined IT budget and specific projects in mind. You are not a "IT Psychiatrist" and if you are - you are in the wrong business....
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