Sometimes Technology Sucks

by | Aug 27, 2012 | jahlberg

Being the company sales guy, my first question to prospective clients is about their current IT support experience.  Oh, the stories I have heard.  Just a couple of weeks ago I had an executive say his current IT support situation sucks and ask if we suck as well.  OK, he didn’t quite use the word “suck,” but it was pretty close.  I responded that we suck less.  What did my honesty get me?  It got me a new client.

I jokingly proposed to my management team that we use “We Suck Less” as a company tag line.  I got a few laughs, but was quickly shot down amid claims that we needed to be more positive.  Go figure.  But on a serious note, there is an epidemic of unreliable IT support for companies of all sizes, and business leaders are tired of being held hostage by poor support.

So why do I think we we’re better?  Here are some very common complaints about IT support vendors, and how we do things differently:

  • Responsiveness – How come the helpdesk can’t respond to your request without waiting hours or days? We do whatever it takes to respond in real time or within 15 minutes.
  • Communication – Most IT people don’t communicate very well. We strive to over communicate, and we close the loop on a completed project to make sure the problem is actually solved.
  • User First – Most IT firms seem to care more about the computer than they do about the actual user. We put users’ needs first, providing support in a way that is most convenient for them.
  • Business Focus – Like I said before, just caring about the computer is only part of the picture. We try to get to know the company – their industry, their unique culture, their future plans – and make proactive technology recommendations.  Our aim is to help them get the best technology for their needs at the best cost.
  • Trustworthy – The truth is, even with the best IT support in the world, technical problems will occur.   I recently wrote a blog entitled “Sh*t Happens,” which got huge response from my blog readers.  While they may have just been responding to the scatological reference, I like to think they found the honesty refreshing.  We aim to earn the ongoing trust of our clients by responding to issues quickly and transparently, and then using the hard-won knowledge to prevent future issues.

As great as technology is, sometimes it can suck. We work really hard to make it suck a whole lot less. But don’t believe me — read what our clients have to say.

John Ahlberg, CEO, Waident Technology Solutions

John Ahlberg
CEO, Waident

CIO in the corporate world and now for Waident clients. John injects order and technology into business process to keep employees productive, enterprises running, and data safe.

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