There Are many things you have to take care of while ensuring that you are providing the best service possible. This means not only delivering on time and with quality, but also being transparent in all of our dealings.
Here are 10 things your IT Company should never do:
- Charge for work that was never done
- Charge excessive fees for services rendered
- Fail to deliver on time despite being given a deadline and timeline
- Encourage you or tell you not to communicate with other IT Companies in an emergency situation.
- Steal your technology, software, data, passwords and secrets from any of your devices. Your Company should also have all necessary licenses to legally access these files and systems without having to worry about breaking the law.
- “Offer” free telephone support but then charge after the call is finished. This can come out as quite expensive if someone doesn’t realize they’re talking longer than anticipated when using this service. They end up paying more money at the end of the call than they would have if the phone company had just billed them for their usage.
- Fail to disclose any details of your engagement, including pricing and terms before you agree to anything. You should be informed about all fees up front so that there are no surprises later on.
- Charge overages in emergency situations when something has gone wrong with a server or computer system, such as more time spent trying to fix it after hours. Extra charges often apply for these unforeseen circumstances but not always at an appropriate rate given that many companies operate outside of typical business hours too.
- “Offer” free support tickets but then charge you per ticket answer received even if this is within the first 30 days.This can come out as quite expensive if you are trying to troubleshoot a problem and there is no clear answer.
- “Offer” unlimited support but then charge per incident – Again, this can be quite expensive if someone isn’t aware of the charges when they first call in for help.
A good rule of thumb is to spend at least 50% of the time talking with customers before you design and develop anything. This will help ensure that what you’re creating solves their problems or makes them money, as opposed to solving yours.
Don’t pay lip service by telling people how great they are while not delivering on promises. Keep your word. Be transparent in all aspects of business dealings and operations so there aren’t any surprises down the line once an agreement has been signed, payment completed, etcetera (this includes when things go wrong).
This goes for every aspect from sales teams to support staff; if someone has an issue, always address it promptly and with the same level of urgency as if you were experiencing that problem yourself. It is not acceptable to be dismissive or condescending in any way when your customer has a legitimate concern.
If they are angry about something, do everything in your power to explain what happened from both sides so that they understand why things went wrong (or right) and will hopefully come away feeling better about their experience. There’s nothing worse than being ignored by a company after having invested time and money into them for their product/service, we want our customers to feel like they matter!
Don’t use lazy design solutions or poor quality software development processes just because “that’s how these guys have done it for years”.
The world is changing, and so are our customers. They expect things to be designed in a more intuitive way now than ever before. This means not only making sure that the user interface has been updated with appropriate colors/fonts etcetera, but also ensuring that there’s an element of gamification or some other motivating factor built into the app so your users want to come back!
Hope that you keep all the things explained in this blog in your mind , and avoid doing them. For more information technology blog posts stay tuned.