Do you trust your IT team? It may sound like an unusual question, but it’s actually really important. Unlike other areas of a business, like marketing and operations, it can be hard to see whether IT is delivering results.
A good IT team makes you question what they are doing (unless they provide regular reports). They keep your network up and running, provide proactive security and plan ahead so there are no bottlenecks or problems. Everything runs smoothly and there are few or no fires to put out.
So, what does that have to do with trust? A lot! Without being able to measure the results of their work, and not knowing if there are any problems for a long time after the work is done, you need someone who is technically competent and who you can trust. If you don’t trust them, you cannot be confident in their recommendations.
That brings us to the question: how do you build trust? Yes, you can get a referral to an IT professional or company, and that is a great place to start. However, to maintain and deepen the trust, you need someone who delivers consistently and communicates in terms you (a non-technical person) can understand.
The big challenge I have found is that the IT industry attracts people who prefer working with systems and computers more than people. Then, most of the training they receive is around new technology. There is no focus on training them on customer service, yet they are expected to communicate complex issues and IT investment choices to non-technical people. It is a recipe for confusion and frustration.
To help your IT team build trust, ensure they are good at customer service and communication… or train them on it, if they are an internal team. Clearer communication and better customer service will make a world of difference to you and your users.
Looking for an IT team you can trust?
If you are looking for an IT team you can trust because of great customer service and clear communication, we would like to talk. Skyriver IT invests a lot of time and effort into choosing customer centric IT professionals and then continuing to train them on customer service. We think you will be delightfully surprised at the difference in attitude and responsiveness.
If you would like to schedule a time to talk, please contact us.