How to get your IT support guy to pick up the phone

No IT system is infallible. Everyone knows that. That’s why all professional organisations have a support contract. But what happens when your IT support guy doesn’t pick up the call? You know the feeling. Even if you don’t have proper IT support, you’ll know the feelings of frustration, anxiety, and anger if you’ve ever been left on hold with customer service, or been left in the dark when you’ve sent in a complaint.

Want to know what to do if you’re in that position now, waiting… waiting… waiting…?

Here’s an all-too-common scenario. (I’ve heard this lots of times from our competitors’ clients! And I admit I was guilty myself once or twice when I started out 10 years ago!)

1. You email IT support to ask for a call back.

2. You email again to ask for a call back. “I’ll give him the benefit of the doubt.”

3. You phone this time, and ask to speak to someone. But no human is available. So you leave a message. “Please call me ASAP.”

4. Go back to step 1. This time with added urgency.

5. You email with a “fed up” note.

6. You send a text message and leave another voicemail. “I’m very unhappy, now!”

7. You email again, copying the support person’s boss, threatening to leave.

8. You finally get the help you needed. And, all being well, they fix the problem.

9. The same thing happens the next time you need IT support.

10. You wise up that your IT support person just isn’t up to the job.

11. You start Googling other IT support companies in your local area.

12. You pick the best looking IT support companies to compare service and pricing.

13. You meet the best IT support companies face-to-face.

14. You shortlist the top 2 and work out which one you’d most like to support you.

15. You decide to switch providers and go for it!

16. You start to enjoy better IT support and customer service.

17. You ask your old IT support person to produce a handover document (the one they’d promised in their original contract) for the new IT support company.

18. Your old IT support person will remember this and might even answer the call the next time a client phones!

How you’re letting your IT support guy get away with it

Misguided compassion
If you have even an ounce of compassion, you might want to give your old IT support person a second chance. You might find that, after a first warning, your old IT support person bucks up their ideas. But beware, our new clients usually tell us they gave their old IT support company a second chance but they failed again. (In fact, the main reason non-clients tell us they don’t want a quote yet is because they’re giving their old IT support company a second chance!)

The most common reason your IT support person didn’t answer the phone the first time around is that they simply don’t have the resource!

Instead: Switch supplier, tell your old IT support guy why you’re switching, and give them a chance to quote again when they’ve improved.

Fear of change
We’re all terrified of certain changes. And changing IT support provider is one of those changes. “Better the devil you know” – or words to that effect – is something our sales people hear in 7 out of 10 cases!

Unfortunately, that’s also the reason your old IT support guy doesn’t need to improve! Bad service relies on complacency or fear of change to survive.

Instead: When you look for a new supplier, check they offer an audit of your equipment as part of their on boarding. That way you’ll know they have all the information they need about your configuration, good and bad.

Self doubt
Most of us get that niggling feeling once in a while: “Maybe it’s me. Am I the cause of the problem?” It’s a good question, and worth asking. So, ask your old IT support guy if you’re doing something wrong. There is always a chance you could become a better-behaved client.

The trouble is, if you have a particular way of working that you’re happy with and that works for the rest of your business, maybe your service providers should fit in with you. Maybe.

Instead: Explain to your old IT support guy and your prospective new IT support company how you’re feeling. Ask how to be the “ideal client”. And see what each one says. Of course, avoid the supplier that asks you to get a personality transplant.


Get your own frustrations off your chest in the comments below. And send a link to this article to anyone who’s on the verge.



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