I once went to an office where everyone had to shut down their systems when someone wanted to print. Just before someone would send a job to the printer they'd call out "everyone shut down, I'm going to print".
Everyone would save their work, shut down their computers and march outside for a smoke or coffee. The guy doing the print job would do it, restart his computer and wander out to join the others. They'd all tromp back to the office ten minutes later.
This was costing the owner a $100,000 a year. He thought it was normal.
While the computer industry likes to pretend their equipment can be setup with a few clicks, it isn’t true.
This is why getting a trusted tech in to set equipment up properly is essential. All too often the office guru, kid from the computer superstore or the boss’s niece who knows something about computers sets it up and gets it wrong.
One of the advantages of having a regular tech looking after your system is they know how your system is set up. A good tech will have documented the system and will have a good idea of how the equipment will fit in to your existing network and business.
If you do insist on setting up your own systems then at least have a cup of coffee and the read the manual before you start. It might save you and your computer tech a lot of expense and heartache later.
Saturday, September 08, 2007
Small Business IT mistake 4: Not getting a regular tech
Imagine owning a car and never checking the tyres, oil or water while ignoring any flashing lights on your dashboard.
Then imagine, when it breaks down, you desperately flick through the yellow pages to find the cheapest mechanic that can fix it immediately.
That's what the vast majority of businesses do with their computer systems.
Like the mechanic, a computer tech is a tradesman. When you call a tradesman out to a crisis it means you are up for a big bill. Whether it's cars, plumbing or computers, it's best to pick up a problem early than before a disaster happens.
Finding a tech can be a problem, though; there's few barriers to anyone who knows something about computers, and a few that don’t, putting up a sign saying "I'm a computer tech". Many of these people can barely be trusted with the family computer let alone the systems that keep your business running.
The first step in finding a good support organisation is to ask around. Your accountant, contractors and clients might know some names. Word of mouth is always the best reference.
Next, you need to know how big they are. The single man operator is often very good. But they are going to struggle supporting you and a dozen other customers.
Ideally a small support company will have at least four techs. This gives them a range of skills and they won’t have to rely on one or two people to service you.
Once you've found a support company with a number of staff you need to look at their pricing; "the no fix, no fee" and the "no call out fee" guys are firmly aimed at the consumer market. Their services are based on fixing comparatively small problems. You want to be avoiding problems, not having someone rush out to fix them when you can.
The hourly rate itself is a warning sign. A professional tech support outfit simply cannot provide quality services, employ decent staff and make a profit at under a $100 an hour. $150 is probably closer to a realistic rate when dealing with server support and network issues.
You should also remember that good techs cost. An experienced computer guy charging $150 an hour will often fix a problem in the first hour that the inexperienced $25 an hour tech will take two days to fix, if at all.
The support company should offer a support plan or retainer. This support plan will include documenting the system, monitoring its performance and regular inspections.
It's important to emphasise how critical support plans are. It's a win for both the tech and the customer. The customer gets regular maintenance done while the tech company has regular jobs that allows them to plan their cash and work flows.
One absolute no-no is buying on the recommendations your local computer superstore. The big box movers aim squarely at the home market. The stock at the computer superstore is rarely designed for business use and, even if it was, the staff couldn't support it.
Just as an aside, some businesses make the mistake of not only buying from the local computer superstore but also hiring one of the shop assistants to help them with setup. This almost always turns to tears.
Your IT investments are important to your business, so it's important they are looked after by someone who knows what they are doing.
Then imagine, when it breaks down, you desperately flick through the yellow pages to find the cheapest mechanic that can fix it immediately.
That's what the vast majority of businesses do with their computer systems.
Like the mechanic, a computer tech is a tradesman. When you call a tradesman out to a crisis it means you are up for a big bill. Whether it's cars, plumbing or computers, it's best to pick up a problem early than before a disaster happens.
Finding a tech can be a problem, though; there's few barriers to anyone who knows something about computers, and a few that don’t, putting up a sign saying "I'm a computer tech". Many of these people can barely be trusted with the family computer let alone the systems that keep your business running.
The first step in finding a good support organisation is to ask around. Your accountant, contractors and clients might know some names. Word of mouth is always the best reference.
Next, you need to know how big they are. The single man operator is often very good. But they are going to struggle supporting you and a dozen other customers.
Ideally a small support company will have at least four techs. This gives them a range of skills and they won’t have to rely on one or two people to service you.
Once you've found a support company with a number of staff you need to look at their pricing; "the no fix, no fee" and the "no call out fee" guys are firmly aimed at the consumer market. Their services are based on fixing comparatively small problems. You want to be avoiding problems, not having someone rush out to fix them when you can.
The hourly rate itself is a warning sign. A professional tech support outfit simply cannot provide quality services, employ decent staff and make a profit at under a $100 an hour. $150 is probably closer to a realistic rate when dealing with server support and network issues.
You should also remember that good techs cost. An experienced computer guy charging $150 an hour will often fix a problem in the first hour that the inexperienced $25 an hour tech will take two days to fix, if at all.
The support company should offer a support plan or retainer. This support plan will include documenting the system, monitoring its performance and regular inspections.
It's important to emphasise how critical support plans are. It's a win for both the tech and the customer. The customer gets regular maintenance done while the tech company has regular jobs that allows them to plan their cash and work flows.
One absolute no-no is buying on the recommendations your local computer superstore. The big box movers aim squarely at the home market. The stock at the computer superstore is rarely designed for business use and, even if it was, the staff couldn't support it.
Just as an aside, some businesses make the mistake of not only buying from the local computer superstore but also hiring one of the shop assistants to help them with setup. This almost always turns to tears.
Your IT investments are important to your business, so it's important they are looked after by someone who knows what they are doing.
Small Business IT mistake 3: Buying bad equipment
Just as frustrating as old equipment for the tech guru or IT guy is bad equipment. By bad equipment, I mean cheap kit that isn't up to the job.
The problems with bad equipment are numerous; they won't last as long, the warranties will be poor, the after sales support will be awful and they will have lots of downtime.
Probably the biggest trap is buying consumer equipment. Not only are business needs different to households but the driving factor in consumer IT is price. Consumer equipment often doesn't have features that businesses need.
You should also keep in mind the local computer superstore aims squarely at the home market. The stock at the computer superstore is rarely designed for business use and even if it was, the staff couldn't support it.
Price is the killer for any home or business IT purchase. You pay peanuts, you'll get something even monkeys won't use. Because the IT industry knows price is so important to much of their market, they sell some very poorly specced product to meet price points.
Strangely though even if you pay a lot, you don't necessarily get what you pay for either. Some expensive products are as disappointing as the cheap stuff. This is why it's important to do your research.
Of course, research is time consuming and there are still plenty of traps awaiting the inexperience player. That's why you should find a trusted advisor to help you with your IT purchases.
The problems with bad equipment are numerous; they won't last as long, the warranties will be poor, the after sales support will be awful and they will have lots of downtime.
Probably the biggest trap is buying consumer equipment. Not only are business needs different to households but the driving factor in consumer IT is price. Consumer equipment often doesn't have features that businesses need.
You should also keep in mind the local computer superstore aims squarely at the home market. The stock at the computer superstore is rarely designed for business use and even if it was, the staff couldn't support it.
Price is the killer for any home or business IT purchase. You pay peanuts, you'll get something even monkeys won't use. Because the IT industry knows price is so important to much of their market, they sell some very poorly specced product to meet price points.
Strangely though even if you pay a lot, you don't necessarily get what you pay for either. Some expensive products are as disappointing as the cheap stuff. This is why it's important to do your research.
Of course, research is time consuming and there are still plenty of traps awaiting the inexperience player. That's why you should find a trusted advisor to help you with your IT purchases.
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