Monday, December 20, 2010

How to Choose the Right IT Support for Your Small Business

In order for your company's technology to function smoothly, it needs steady support. Support costs money and it should be figured into your budget, but is not always budgeted when it comes to small businesses. I am amazed at the number of small business owners that invest thousands of dollars into equipment and then expect it to never cost anything for maintenance or support. These are the same people who invest tens of thousands in a motor vehicle and have no problem paying hundreds, or even thousands of dollars per year in keeping it maintained and running smoothly. If you think of your office equipment the same way, then it might make more sense when it comes to budgeting for IT support.

While it might seem like a good deal to purchase a phone or on-site support contract from your PC vendor (e.g., Dell, HP, etc.), you will likely be disappointed by the quality and limitations of such a contract that will only cover the equipment it was purchased for. Whereas finding the right IT professional can result in technology support for everything related to your business; including phones, fax machines, printers, scanners, wireless, interoperability, power protection, software support, ergonomic improvements, purchasing decisions, etc.

So, how do you choose the right IT support consultant? First, setup a phone interview with whomever you are considering. Tell them what your long- and short-term goals are. Look for a professional who asks questions about your overall business operations and not just the technologies it uses. Look for a consultant who is concerned with security and preservation of your data. Try to find a consultant who is local to you (within 30 miles) and therefore more readily available in an emergency. Expect questions about what type of PCs and operating systems are on your network, and what software and anti-virus tools are currently in use. Plus questions like: Do your employees use laptops or connect from home? Do your employees carry smart phones? Where is your email and website hosted?

Ideally, the right professional will be able to help with your short- and long-term goals, and will recommend tools that fit the size and type of your business while keeping it as simple as possible for you and your employees to implement.

Some people are impressed by certifications. The truth is that certifications are an indicator that the consultant is smart and knows their business well in theory. However, be sure to ask how long they have been providing IT support. Eight or more years of experience is a good number and significantly more important than certifications.

There are several warning signs to watch out for when dealing with an IT consultant. If the IT professional overwhelms you with computer industry buzzwords and acronyms without explanation, be prepared to say goodbye. Efforts to bewilder you with industry jargon comes from lack of expertise, fear, or arrogance. Either they don't really know what they are doing, or they will be too arrogant to work with. Also, steer clear of crisis-based services that focus on emergency on-site repairs. You want your IT professional to be your partner in technology, not just to put out the occasional fire or apply a bandage to the problem. Be wary of the consultant who claims to know it all. It is not possible for anyone to know it all because there is way too much for anyone to know. A knowledgeable consultant will be the first to admit that she doesn't know everything, but can and will find the solution.

Most of my small business clients consider me their business partner. They don't just ask for IT help, but also for assistance with web marketing, payroll options, newsletters, brochures and other small business endeavors. I don't think you can expect all IT consultants to be this versatile, but finding one with interpersonal skills as well as IT skills can be very advantageous to your small business.

Sandy Coulter
A+ Certified Computer Tech
SEO & Web Marketing Specialist
http://www.geekmeup.com/