When it comes to reasons for cutting ties with your IT provider, it’s always a case of ‘it’s not you, it’s them’ as evidenced by new statistics from CompTIA (a non-profit global trade association of IT professionals).
According to CompTIA, the top reasons for businesses leaving IT providers are:
- Poor response times
- Feeling neglected
- Too high cost
- Lack of innovative solutions
- Lack of expertise
- Difficult to work with
As a small business, the quality of service you get from your IT supplier affects your internal operations as well as your customer service. Lost data, recurring downtime, IT security glitches, all these can hurt your business.
So, when dissatisfaction with your IT support starts to creep in, don’t ignore it. Start reviewing your options for a proper IT support. Don’t tolerate weak IT support service because you’re afraid of disrupting the status quo.
Telltale Signs It’s Time to Review Your IT Service Provider
No supplier relationship is perfect. However, if you’ve run into more than just occasional red flags, it’s time to think twice about that relationship.
Look out for the following telltale signs that it’s time to review your IT support supplier:
1. Unjustifiable costs – Shrewd business owners understand the lowest price isn’t always the best value for money. So, high cost alone shouldn’t be a reason to change supplier.
However, if you feel that you’re receiving less for your money it’s time to reconsider.
2. Communication difficulties – As a client, you should expect clear and timely communication with your IT supplier.
If your IT service provider has poor communication skills or can’t explain their service in a way you can understand, you may want to rethink your options.
3. Poor response time – As a client you want your supplier to be busy and successful so they can continue to deliver the service you need.
However, if your current IT support supplier is too busy to return your calls quickly or resolve your IT problems early, you might as well move to another supplier who will give you the time and service you need.
4. Recurring service problems – IT will never work like a Swiss watch. There are simply too many variables in business that are beyond your IT provider’s control.
However, if the problems become a rule and not the exception, you need to switch. Fast.
5. Lack of innovation – If a new technology comes on the market that can help you reduce your cost of sales and drive your revenue, you supplier should know them before you do.
If they, as an IT expert in their industry, can’t see the potential of new technology for your business, then who can?
6. Changes in your business – You may have expanded your market or increased your product offerings.
If your IT support providers can’t keep up with the demands of your growing business, it’s time to cut the ties.
Of course, this is easier said than done when your supplier has been with you for a long time and had provided you with satisfactory service. However, your business and your clients come first. Keeping your IT service provider out of loyalty even if they can’t deliver your needs can endanger your business.
As a business, you have to demand outstanding service from your IT provider so you can deliver outstanding service to your customers. If your suppliers can’t, then it’s time to move on. Otherwise, your customers will go somewhere else.
Change can be scary, but don’t let fear stop you from getting the service you need for your business. If you find you need to change your IT support provider, check out our other article – Switching IT support provider is easier than you think, for advice on how to switch.