The ugly truth about the IT services business is that most IT consulting companies do not want to make your life easier. Sure they want your business and they will take care of most of your IT needs. However, it needs to be done on their terms.
Why is that the case? Well, there are probably a lot of reasons. However, the biggest is simply that most IT professionals have never been trained to really care about customer service. They have a specialized skill set that is in demand, and have never had to focus on customers to be successful. Many IT professionals can be condescending and resort to using technical jargon if they don’t really want to explain something to you.
To avoid working with an IT consulting company that does not focus on customer service, be sure to get several references. While they are likely to tell you they are satisfied with their services (why else would the company give them as a reference), be sure to ask a few specific questions:
• What is their typical response time to an issue?
• Do you ever have to follow up to make sure an issue is resolved?
• Can they regularly communicate in a jargon-free way?
At Skyriver IT, we focus on making your IT experience frustration-free. We measure our IT professionals on how satisfied their customers are each quarter. In addition, we extensively train our technicians on customer service. While it is not something that comes naturally to most IT professionals, they can certainly learn it when they believe it is important to their success. Whoever you choose for as your IT consulting company, we hope that they make your life easier.