In NextPoint IT’s experience, there’s usually two consistent complaints from small business owners about their IT provider: lack of communication and poor customer service.
There’s a lot of computer support companies out there which focus solely on technical expertise to the detriment of their client needs. These IT companies sell their services to small businesses, but they struggle to communicate and collaborate with their clients. They don’t understand that their job is to support the client’s mission with technology.
Computer support providers often forget that 80% of their job is the human element while only 20% is the technical side. Within IT, there’s a common phrase PEBCAK which stands for “Problem Exists Between Chair and Keyboard.” At NextPoint IT, we’ve banned this phrase. We understand that we’re the computer experts, but the person on the other side of the screen is a person, not a problem. And that individual is a skilled professional.
But how do you know if a SMB IT provider is bad at customer service?
There are two major ways to quickly identify whether a computer support company is going to struggle with communication and customer service:
At NextPoint IT, we strive to avoid both pitfalls. Our quarterly client reviews include simple executive summaries, and we’ll provide details as needed. And we always right-size a small business’s technology. We don’t just sell services to increase our passive revenue…honestly, we don’t think our integrity is worth an extra $1 per user every month.
If you’d like to learn more about NextPoint IT’s offerings and are in the Indianapolis, Fishers, Carmel, or Westfield, Indiana area, just comment below or request a free consultation or assessment.
Credit: Tim Ludden