Warning Signs Of Bad IT Support
DC The Computer Guy
One of the many things I’ve learned since starting Clark Computer Services is how to spot the Warning Signs of Bad IT Support. Things have changed quite a bit since I began back in 2003. It used to be that updating and repairing servers and workstations filled my days, but now laptops, mobile devices, and Wi-Fi have become an integral part of how small businesses operate. And it’s continuing to change with cloud services, cybersecurity and compliance needs, and website services, causing us to adapt and grow in new ways.
With IT support becoming more integral to helping organizations grow, be more efficient, and increase the bottom line, recognizing the warning signs of bad IT support is vital to the health of your business. These trouble spots come from things I hear potential clients complain about and monitor in my own business to make sure we maintain a good reputation we’ve built for providing white-glove service.
SLOW RESPONSE
A slow response is one thing, but if your IT company is constantly throwing jargon at you and telling you about problems instead of explaining them, it’s a big red flag. All good relationships are built on good communication. Too often, people come to me to ask questions about why their IT support company does something or if they really need this new equipment or software.
This is exactly what I mean by bad communication.
Working with clients should always be a two-way street. A good IT support company will listen to your needs, help you identify areas for improvement, and offer plans to achieve these goals clearly in terms you can understand. When someone uses jargon to tell you to do something, it often means they don’t want to explain it or have motivations that may be in their best interests rather than yours.
BAD COMMUNICATION
A slow response is one thing, but if your IT company is constantly throwing jargon at you and telling you about problems instead of explaining them, it’s a big red flag. All good relationships are built on good communication. Too often, people come to me to ask questions about why their IT support company does something or if they really need this new equipment or software.
This is exactly what I mean by bad communication.
Working with clients should always be a two-way street. A good IT support company will listen to your needs, help you identify areas for improvement, and offer plans to achieve these goals clearly in terms you can understand. When someone uses jargon to tell you to do something, it often means they don’t want to explain it or have motivations that may be in their best interests rather than yours.
POOR CUSTOMER SERVICE
Each of the above items can fall into the heading of Poor Customer Service, but what I’m talking about here is how the organization treats you. I often use the term grumpy technician to describe this red flag, but it applies to every level. If you call and are treated rudely, given bad information, or made to feel unimportant, it reflects on the organization as a whole. These are just as bad as technicians who don’t listen, bark commands, or use tech-speak to quickly explain away issues and move on.
Sure everyone has a bad day, but you’re paying for them to resolve your IT issues. When people get treated poorly or feel disrespected, they are less apt to call for assistance when there is an issue. This often leads to workarounds that can affect productivity or introduce security vulnerabilities and almost always cause the original issue to grow into a big problem that can be costly to resolve.
On top of this, if you’re constantly dealing with grumpy technicians, there’s probably an internal reason for it. It’s easier to provide good customer service when working for a good organization.
THE TRUTH IS IN THE REVIEWS
Whether your looking for a new IT support company or are concerned about warning flags, I always suggest going out and looking at the organization’s reviews. And don’t just look at the number of 5-star or 1-star reviews – actually read through some of them and look for keywords. Do they get kudos for good customer service? Is anyone complaining they move too slow or don’t call back?
In my experience, people rarely hold back in their reviews for IT support. When they’re happy, they gush about the experience and let you know exactly why when they’re unhappy.
If you’d like to discuss more, give us a call for a free quote at 301-456-6931 or send us an email to [email protected] and find out why we are Simply the Best Choice in IT Support.
President And Owner
I left big business to start Clark Computer Services in 2003; not because I had a grand vision, but because I had three young children who needed their Dad around. Knowing I had to replace my salary, I went door-to-door visiting small businesses to introduce myself and ask if they needed IT support. I heard story after story from business owners and office managers about IT companies not returning calls and emails, grumpy technicians showing up late or not at all, and systems being down for days, weeks, and in some cases…months. I realized quickly that there was a clear and pressing need for reliable, honest, and professional IT support completed pleasantly and on time.
