And how about your IT Provider, Computer Consultant, Software Gal? They come in many shapes and sizes, sole practitioners, small and large firms, or your wife's nephew. Do you trust them for advice?
The thing is your IT provider may be the most important adviser you need. In this day and age the effective use of business information technology, or the failure to do so, can make or break your business. You really do need a business technology professional who you can trust. So it begs the question do you trust your IT provider?
If you don't, here is how you should go about finding an IT provider that is right for your business.
One of the main reasons that you may not have a good relationship with your IT provider is that provider's own fault. They have failed to embrace an approach that I think is the very first element of a good relationship. And that is to communicate in plain English. If you have no clue what your computer consultant is saying because his conversation is riddled with buzz words, tech jargon and acronyms. You don't have a chance.
The second big reason is the absence of technical competence and professional behavior. These traits show up in the form of missed appointments, frequent lame excuses, and seemingly endless problems.You have this feeling that they just don't know what they are doing and you are probably right.
If you are seeing these traits in your IT consultant it is time to start looking for their replacement.
I think the best way to look for a new IT professional is by asking other business people you know and trust, or your CPA can often make a good recommendation. If you are using a particular brand of software for your business, check their website. They will often list qualified consultants in your area.
Once you find some candidates take the time to fully vet the computer person or firm you are considering hiring.
Joshua Feinberg, who writes for Inc Magazine, says:
"I often get questions from small-business owners about how to deal with difficult computer consultants. However, if you're able to uncover potential problems at the start of your relationship with a computer consultant, you can avoid many of these unpleasant issues altogether." Ten Questions You Have to Ask Before Hiring a Computer Consultant
Here are some traits to look for:
Do they communicate well? Do you feel comfortable? If you are looking at a large IT firm and your are talking to a salesperson, then ask to meet the people who you will actually be working with. I think it is a good idea to visit their office. You can tell a lot from that. If they work out of their home that is not necessarily bad, it just means you will have to check references and other qualifying factors more closely.
Do they know your business? This is more important when you are looking to hire a consultant for your software applications. Often you will find that you need two separate people or firms. One firm who will take care of your hardware and network infrastructure needs another to help you with your software application support. This includes accounting, customer management and operations. This type of consultant should know your industry.
What certifications do they hold? This is not the be all end all, certificates can be attained by techies who you would never want to higher for other reasons, but they are certainly a good indication of a commitment to maintaining a high level of technical knowledge. If the IT provider is handling your hardware and network then they should have certification in Microsoft, or Apple if you are a Mac shop, and related technologies. If you are talking to a software specialist then they should be certified in the products that you use. If you are lucky you will find a firm that has the resources to take care of both.
Get references and check them well. Ask specific questions concerning what the IT company has done. What problems have they solved? How long have they been serving this client? How easy is to access the IT provider and how responsive are they? What happened when things went wrong?
Take a look at the IT company's web site. Is it well designed, current, or does it look cheesy and home-made.
A good IT provider should be flexible and offer service plans that fit your business needs. They should be responsive. They should not be the cheapest; you will come to regret hiring the cheapest firm you can find. They might be the most expensive by hourly rate but able to deliver the fastest and best results making them the best value.
Ramon Ray, Editor & Technology Evangelist, Smallbiztechnology.com writes:
"Spend money on technology as an investment - not as a cost
You spend money on insurance - right? You have a lawyer (most likely) and an accountant (for sure) - right? However, when it comes to spending money on technology, many of you ONLY spend money if you have to. You don't spend money on technology that you think you don't need. This is a mistake.
If you are building a business that's built to last you must think of your technology spending as an investment in how technology can help your business GROW. You must spend money on technology that will help you now and in the future. The right investments in technology will help you save money, save time, do more with lesson and overall grow your business.
Don't think of where your business is now, but think of where your business will be in 5 years and invest in technology accordingly." Six Rules for Leveraging Technology In Your Business
Make sure they can offer what is called remote support. This allows problems to be solved more quickly and reduce travel time and expense.
Another thing to look for is what learning resources the IT provider offers. A good IT provider will be happy to provide training and learning resources and share information to help you be more independent. A computer consultant who wants to keep everything to him or herself will eventually be a liability.
In the end you want to feel that you can build a personal relationship, a true partnership, with the IT provider you choose. They will have demonstrated their competence and ability to understand your business and business strategy and shown that they are accesible and responsive
Often a good condition for hiring is the execution of a confidentiality agreement. With this you can feel safer freely communicating ideas and sensitive business information. Of course the terms of the service agreement and expectated results should be clearly spelled out in any agreement you sign. I am not big on verbal agreements; they almost always end up leading to trouble or disappointments.
The next step is to communicate on a regular basis. Plan to have monthly, quarterly or annual planning meetings to plot out and monitor progress on your technology road map. Then require weekly or monthly updates to discuss progress on projects or technology initiatives. If there are concerns or issues bring them up quickly. The sooner they are on the table the sooner they can be solved.
In closing I would say that you should demand and receive a very high level of performance from your IT provider or consultant. Your technology is just too important to your business to accept anything less than excellence.
A good IT provider or consultant who you can trust and relay on to help you develop and implement a sound business technology plan is worth their weight in gold.
More resources:
Top 8 Questions to Ask Your IT Provider,
Eight steps to hiring an SMB IT consultant
Here are examples of what my company can do for you:
Successful IT Precedent For Law Firm Cowan, DeBaets, Abrahams, & Sheppard LLP
High-Powered Solution for Industrial Equipment Manufacturer / Distributor
Peter Conway
Account Manager
Net@Work
575 Eighth Avenue, 10th Floor, New York, NY 10018
212-997-5200 ext 4333
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