Everyone has probably had a less than perfect experience with IT support, or at least heard of one. A lot of you have probably seen the Saturday Night Live skit for "Nick Burns, Computer Guy" (http://www.hulu.com/watch/19050/saturday-night-live-nick-burns) This is the stereotype that most people put together with you IT support. We are working hard to make Nick Burns be a joke to the past, and no longer a reinforcement of a negative experience.
Here's what most people think of when they think IT support:
· Geeks. By Wiki definition: "A peculiar or otherwise odd person, especially one who is perceived to be overly obsessed with one or more things including those of intellectuality, electronics, etc."
· They don't have much real world experience, so they can't relate what they are doing to you, because they only know computer talk.
· Not concerned with the wellbeing of others, but only getting the task at hand taken care of.
· Uncompromising with the way to get things done, extremely structured. Even if it seems like there is an easier way to get things done, they do it a certain way, every time.
The truth is most IT support personnel aren't like that at all. When you call Tech Support for a lot of companies people are just tired of dealing with the same problem over and over again, also they have to go through a certain series of reporting in order to track what has been done, even though it doesn't make sense to the person receiving the help.
We pride ourselves here on doing things a bit differently, and hopefully IT support people will start to notice how we help our customers out, and we'll eventually change the stereotype. Yes, we are "geeks" but not by the definition of the word. We do have a large interest in IT related items because that's where we make our living, but we make sure it's not the only part of our lives. By having real world experiences we can relate to our customers and explain what we are doing, and what needs to be done, in a way that doesn't alienate our customers. It's much better for someone to know what they are paying for than to just trust us that we're going to fix everything and it won't happen again. Our number one concern is the wellbeing of others, especially in the business world. We understand that time is money, and for that reason we want to make sure we eliminate any problems that come up, and minimize any that potentially could arise in the future. This might take an extra minute to walk through the problem with the customer, but in the end they will know how to eliminate the issue if it comes back, or how to prevent it from re-occurring. Being a small company we have the freedom to directly asses an issue, we don't have to go through a long corporate structured process. By doing this you know we're working in the most efficient way, and you're only paying for the problem to be fixed, not for getting a run-around.
IT Support Personnel have a long way to go to improve their public image, but we're making sure we can put a dent in it one customer at a time.
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