IT support industry is very complex and highly competitive, and in order to succeed, one has to do so many things right that it’s sometimes hard to stop, take a deep breath and think about what may be going wrong. Way too many support companies stumble upon crucial – and yet, perfectly avoidable! – mistakes, sinking rapidly and never coming back again. One of the two worst case scenarios usually happens here: either clients become deeply unsatisfied, or the technical part fails horribly.
Scared and anxious? Don’t worry, we’ve got you covered with this list of common IT mistakes. Pay attention to those – and avoid disasters before they’re even born.
Ignoring small clients. In theory, we all agree that every client counts, especially when the business is still very young. However, way too many establishments get lured by dollar bills, providing suboptimal service to smaller clients in favor of big sharks. This is a big mistake – small companies may not have giant budgets, but they are still an integral part of the community, and they will surely pass the not-so-good feedback to others. Treat everyone with the same level of respect, and you’ll never have backfiring problems.
Taking on too many projects. It’s your ultimate responsibility to be fully aware of your current capacity and the number of jobs you can comfortably handle. Working hard is one thing, but missing multiple deadlines is another, and you want to avoid it at any cost, otherwise you’re risking to come across as unprofessional. Nobody likes loosing money, but sometimes it’s better to be honest to tell the enquiring client you don’t have capacity for their project right now – for everyone’s sake.
Not staying on top of technology. This is seemingly a no-brainer for someone working in a tech support industry…yet, reality is, too many companies don’t seem to be overly bothered, which kills them in no time. For instance, if everyone around uses tablets, and you still don’t offer appropriate solutions, you’re pretty much doomed. Make sure you are aware of the latest trends, as well as the upcoming ones, at all times.
Utilizing faulty technology. It happens much more often than you think, and if you are guilty of this one, make sure to amend your business as soon as possible, by which we basically mean right now. It’s not that much about the hardware – but using poorly configured, cranky software cannot be forgiven. If the job is not performed properly due to this, you will have to come back. And again. And maybe a few more times. What a waste of time and money!
Sending poorly prepared engineers. If you don’t have a huge capital yet, it’s very tempting to hire engineers who don’t have much experience yet (perhaps, straight out of school), as they are much cheaper. It’s also very tempting to shorten the training and send them out early…far earlier than they’re actually ready. The best thing you can do instead is to initially use these guys for remote support, so they gain experience with different clients and problems. Only after they’ve demonstrated competence, send them out for field work. Not the other way around!
Of course, it’s not a full list of possible mistakes, but we’ve aimed to cover the most prevalent ones. Every situation is unique, so make sure to explore all the possibilities and scenarios with you team.