by: Brian Dosal
Unfortunately in our industry we have to compete against some folks that are just flat out unprofessional (see real world example below from last week). This plagues everyone in our line of work (IT Services) because once a client has one bad experience they take that with them and will almost always assume the next provider is similar. This is not the way to start off any relationship… similar to how we tell a broken-hearted teenager to not be scared going into his or her next relationship.
What these people are ultimately creating is a perception problem, and in any services business perception is reality. You may be thinking that these characters only create an opportunity for a company like Compuquip with 30 years experience and a great reputation. Well you’re right, at some level we love these “one man shops” that have never run a business and are unprofessional, incapable, and sometimes rude. Clients quickly grow tired of them and turn to us as their saviors.
But I’d rather we, as an industry, find a way to rid ourselves of these unprofessional providers. With the opportunity they create, they also create a stigma that hurts the “Compuquips of the world’s” ability to provide a well respected service. The more of these people that are out there, the more a relationship with a company like Compuquip may start out negatively, with little respect, and worst of all, with no patience. This may be only a dream of mine, but hopefully talking about it will help the true professionals of our business continue to work together to raise the bar of IT Services.
This was an email correspondence between a new client of ours and their ex-IT service provider. The client was simply looking for some transition help over email and the ex-IT Service provider was only concerned with billable time. He already lost the account!
—– Original Message —–From: Ex IT Service Provider
Call me now.
i will give you 5 more min for free
—– Original Message —–
From: Client
Okay. Please provide an estimate to retrieve the Trend Micro Admin pass so we can get this resolved.
Thanks,
Client
—– Original Message —–
From: Ex IT Service Provider
If passwords dont work
Search trendmicro support site for removal info.If you need any other help from me with this it will be billible time.
Your new company should be able to figure out how to uninstall a program.
If not you have bigger issues
