We are a small firm that provides contracted IT services to small businesses. We have a client that we have been providing contracted IT services to over the last two plus years. We also provide additional IT services to them should the needs arise and have been available to them 24/7. Since our involvement, we have instituted several crucial technology solutions to them (Citrix, VPN, SQL Databases, WAN solutions, redundant hardware, software, etc.) and all have proven to be extremely reliable and stable. Prior to our involvement, their network operations were performing at a 50% uptime rate of operation. We have also been able to show them how to significantly cut costs in their communications needs, web and email hosting, etc.
Overall, the employees, Director, CFO, and Office Manager have been very pleased with the results and have made it known on several occasions. The Office Manager is especially pleased that she is now able to perform the role she was hired for and to not have to deal with computer-related technical issues. The CFO comments quite frequently that this has been the first time she has ever been in a networked environment that is up “all the time”.
The problem we are encountering is with the President of the company. She is not technically literate and has often made comments to other staff members that she could operate a business with two telephones and Quick Books quite efficiently. She has gone on to cut our day-to-day involvement with the company quite significantly and we are at the point now where we are wondering if our services are wanted at the client site at all. She has stated to the Office Manager that she must be contacted directly for any work performed by us over 15 minutes. She frequently asks the Office Manager why she isn’t setting up VPN or Remote Users and updating the servers and databases, etc. We feel like our hands our tied and cannot perform work for them to the fullest of our abilities. We even need to call in advance to make sure the coast is clear before we visit the office now.
Still, they have been a good client for the last two years and always pay on time. I have told the Office Manager in the past that we need clarification from them on what the current expectations are but the Office Manager always seems to shy away from responding. I have told the Office Manager that if our contract is not going to be honored then maybe we could switch to a flat hourly rate (an increase of almost 70% over our existing one) but she knows that they have it quite good right now.
I am torn between continuing to feel like we are walking on eggshells each time we perform work for them or simply moving forward and replacing them with another client (sometimes not the easiest thing to do). Still, at this rate, it is almost insulting and humiliating to continue to work with them under the current climate. We see great value in the services we provide and have been able to show that to them but it doesn’t seem to matter.
Any advice would be greatly appreciated.
Thanks in advance!
John
