Four Reasons Small Businesses Settle for Mediocre Computer Support

By Corporate Computer Services, Inc.

Are you frustrated by the level of computer service and support you have received from independent computer technicians or from someone at the office who is "good with computers" even though it isn't their main job?

Do you find yourself saying or thinking, "Our computer person is nice," but you doubt whether this person or company really knows what they are doing? They seem too busy, are difficult to get a hold of, things fall through the cracks and response times are slow. As far as you know they are only fixing problems and not keeping your business goals in mind. Are they Microsoft Certified? Who are they accountable to? Do you know what systems they abide by in delivering service? What happens if they get sick or go on vacation?

The reality is that small and growing businesses have to work with the same technology-related issues as large companies, just on a smaller scale. Does that mean a small business should have to put up with inferior computer support? Many believe they do, but why? Other companies don't even know they are getting mediocre or poor computer support.

Reason 1: "We are small, so we just need break-fix style support."

Besides the telephone, your computers and the network they are a part of, are undoubtedly the most important business tools in your office. You rely on them every day to communicate, analyze, manage, strategize and perform billable services. So what happens when your computer or network goes down or you need good advice?

Communication is hindered, growing your business stops and billable time is lost. Whether you have limped along with computer problems (that you now "live with") or had major network meltdowns, these problems and questions cost you money and headaches. If you have a server and more than a couple of computers connected to that server you have the same problems and issues that large companies with big networks have. The only difference is the scale of the support staff, the budget and the knowledge to addresses these very same issues.

Your computer network is a collection of complex machines and software; communicating simultaneously, performing trillions of calculations, using hundreds of parts and wires, under constant assault by viruses, spyware and more. The bottom line is that you rely on it all day, every day. Because of these and other factors (mostly human), your computers require regular computer maintenance to keep the big problems away and maintain optimal performance. It is only the scale of the budget and knowledge to address these issues that are different than a large company. So why do small businesses believe they have to settle for mediocre support when all the issues are the same as a large company?

Regular and systematic network support is not the norm among small companies because they typically don't know it is necessary. Because of this, small businesses believe that what they need is for someone to help them "fix" what isn't working right. They assume that the "break-fix" computer support model is how support for computers and networks is supposed to be, when in fact it is not.

Not only is reactionary service always an unplanned event and expense, but it also typically costs more than proactive services.

For example, in order for manufacturing equipment to stay at peak productivity without a total meltdown, regular maintenance is required. Any machine that needs regular maintenance will deteriorate through use and abuse. Regular lubrication, sharpening, calibration, oil changes and other preventative measures keeps this kind of equipment from having to be repaired or replaced prematurely or unnecessarily—getting a regular oil change for your car is cheaper than having to replace your engine.

Though different than manufacturing equipment or cars, networks, servers and computers, even at small companies, still require maintenance and management to keep them not only as efficient and productive as possible but also to prevent virus inundation, crashes, security breaches, slowness, user errors and catastrophic data loss. The only difference is that a small business needs a smaller quantity of the right kind of support.

Reason 2: "We can only afford computer support at the lowest price per hour."

Most companies assume that all computer support is the same, so they rely on an "hourly price" to determine which computer support provider they choose. After all if all computer support is the same, then shouldn't you go with the lowest bidder?

Most things are priced according to what is received. "You get what you pay for" may sound trite but it is usually true. A product or service may look the same on the surface, but most people agree that price is a pretty good indicator as to the quality of products or services one is receiving.

What kind of computer support are you really getting for the price you are paying per hour? What is the return on investment for the services you receive? Do you doubt whether this person or group of people knows what they are doing? What training do they have? What Microsoft Certifications do they hold? Who are they accountable to? What do they do when they come to an issue they can't solve? Do they proactively make suggestions to assist you with technology that can make a difference in your business? How much have you really been paying over the last year for getting the "lowest-price-per-hour" of computer support?

Though not definitive, it is commonly known that an untrained, unaccountable, uncertified computer professional without a team to back them can take several times longer than those who have the training and resources. Now $65 or $75 per hour may actually be costing you $130 - $150 because it takes the untrained, unaccountable, uncertified computer professional, without a team potentially twice as long or longer to do their job! Studies show that utilizing one extra person on a job increases productivity four times! Just as other professional occupations are measured by training, resources and experience, small businesses should also consider this when choosing their IT Support.

In fact, the ramifications of using the wrong technician or company add up quickly in different ways. Consider what happens to office productivity when employees are not working or are hardly working because of a network or computer interruption? If you have an office of 15 or 50 people unable to do their job, how much is it costing you in lost productivity, especially if they have to wait half the day, the next day, or worse to receive help?

Let's do the math. If your network goes down at 1pm and your technician isn't available until the next day:

15 staff members
x $20 per hour
x unproductive for half the day (4 hours) and part of the next day (2 hours)
x potential cost to repair issue (estimated) $75 per hour x 4 hours
= $2,100 in direct costs, not to mention lost employee productivity

Unfortunately there are other costs associated with mediocre support that many small businesses don't consider. For instance if the technician or office staff member is not performing routine maintenance (ask to see the check list if they are), or has regular "manager time" to examine whether the technology at your office is continually helping you achieve your business goals, you will be paying for reactionary service discussed in Reason #1. On top of that, you may also be missing out on efficiencies or technological advantages that your competition may have already implemented.

What about the person at your office who is good with computers (it might even be yourself) even though it isn't their main job? They are already paid to work for you, and since they "know" computers, you "save" money by not having to pay for someone else to fix or maintain the computers, right? Maybe.

When you hired this person to do their job they were hired to either help you make more money (billable services) or manage your business in some capacity so that it makes money effectively, runs smoothly and provides good customer service. Does this person who is "good with computers" have the training to professionally set up your network properly, effectively and efficiently troubleshoot computer problems, know how to set up and manage industry standard security for your network, have formal Microsoft training and certifications? Who is doing the job they were hired for? What happens when they get sick or go on vacation?

If that person is busy taking care of computer problems, what are the opportunity costs of decreased billing capacity, managing the business and overloading that employee or yourself with non-core-business related issues? If this is the case, chances are you most likely do not have a network that is set up to professionally support your business. By releasing that hired employee or yourself back into the role for which they were hired, you inevitably increase your company's productivity and profitability.

Since all computer support is not the same, the price per hour is only part of the real cost equation. One author put it this way: "The bitterness of poor quality lingers long after the sweetness of low price is forgotten."

Reason 3: "Our computer person knows our network and industry, so we have to keep them."

Though unhappy with the mediocre support you are receiving, you are concerned that your computer guy has a special knowledge of your network and industry that someone else just won't understand. In fact, you may not understand very much of what he says about the network because of all the special "tech talk" or "geek speak" he uses. He sounds so knowledgeable, but is there really "special knowledge" of a network or industry when it comes to a computer network?

What happens if that person gets sick, goes on vacation or they and their "special knowledge" are not available when you need them? Chances are that a network inconsistent with Microsoft recommended configurations and standards has become someone's science experiment or hobby, rather than an industry-standard network.

The very fear that your current computer service provider may have special knowledge of your network may be just the fear he uses to keep himself there and become essentially "indispensable," even if you would like to change computer support providers.

If you are currently in a situation you feel you cannot get out of, have no fear. Any network, I repeat ANY network, can be understood and standardized by trained professionals for the following reason. Computer technicians didn't create or invent a special operating system for your network, they just implement the tools that are already out there. Microsoft created the modern operating system at use on PC's and servers and is the dominating player for computer and network operating systems for small business. Setting up your network in accordance with their operating system allows any certified and experienced Microsoft Certified technician to understand a network even if it has "special configurations."

"But he knows our industry." This may very well be the case when it comes to specialized software applications. Often what happens is that a software specialist may package their specific and essential software services with some kind of network and computer support for the office. However, since their area of expertise is the specialized software application and not necessarily the network, two things can happen. First, they spend most of their consulting time on the application and the network isn't taken care of like it should be. Second, when there is a network issue, the specialist must now take care of something he does not take care of regularly (at a premium rate, since he is a specialist). Sure, he may be able to "fix it" but is he going to take care of the issues as quickly, expertly, and as cost-effectively as someone who just focuses on network administration every day?

Our recommendation is to keep the software specialist focused on their specialized software applications for your office while the rest of the network is maintained according to Microsoft standards by those who maintain networks every day. If you suspect that your network is not set up according to Microsoft standards and are ready for a change, the sooner you change the better.

Reason 4: "We need to have our technician's cell phone number."

It is very true that we do business with people we like, trust and can communicate with directly. Often times, this is called "one point of contact." Small businesses like to call their technician up at anytime to discuss their computer issues. They like the sense that they have a hotline to call! As simple and convenient as this seems, there are some serious tradeoffs to this value.

What happens when you call your technician directly? First of all, he is most likely at someone else's business when you call, so he will have to stop his work there to concentrate on either solving your problem, plan a time to come and take care of you, or send you directly to voice mail. He wants to help but physically may not be able to. On average the typical independent technician will have between 20 - 100 clients to respond to and you are only one of them. He is typically a technician by trade, not trained in business or consulting. He fixes computers. That is what he does.

Your computer technician may have a helper or two but do they have systems to respond to your request in a timely manner, without falling through the cracks? When you call are you getting their cell phone or an answering machine somewhere? What about choosing and ordering computers, servers, firewalls, keyboards, and other parts reliably and promptly? When they leave, how do you actually know what they did? Who follows up to make sure your issue was actually taken care of? What happens when they get sick or go on vacation? Who is there to take their place?

These tradeoffs occur because of the lack of measurable support systems, lack of predetermined expectations, nonexistent service agreements, a deficiency of regular communication and lack of staff or knowledge to manage multiple clients. So now what?

Is it possible to salvage the business relationship by putting these tools in place? The good news is yes, but putting those things in place may be a daunting task for someone who is overloaded with work, who may not deem these things necessary, or may not have the core resources available to implement them. In the meantime, your office may have "direct contact" with the technician, but the result may be mediocre support at best.

Can you have the kind of personal care and relationship you have with your technician in addition to a high-quality level of support? The answer is yes, but they must have the systems, team and resources to back them up and support their service delivery efforts. According to a recent study, only 5% of all computer support companies actually provide this level of proactive support. Is your computer support provider in that 5%?

Conclusion:

What if you didn't have to compromise on quality of support, affordability, knowledge of your network or working with great people? Would you do something about it today? If you have more questions about this article or professional and affordable computer support for your office, you can contact a Corporate Computer Services Support Advisor by either sending a note through the Contact Us form or calling the Corporate Computer Services office at (949) 336-7227.

If you are not sure how your current support provider ranks, we have developed a Computer Support Provider quiz to help you grade them as well as any prospective support providers, including ourselves. Click here to view the quiz.

About Corporate Computer Services, Inc.

Corporate Computer Services, Inc. is a professional outsourced computer service company serving small businesses in Orange County, California. Our specialties are network planning (network consulting), network projects, and ongoing network/computer maintenance. We pride ourselves on not only delivering the results you expect, but also being knowledgeable, systematic, accountable, trustworthy and easy to work with. To speak with a Support Advisor about the the computer support provided by Corporate Computer Services please call us at (949) 336-7227 x 3111.