Last week we talked about the 5 Qualities of a Great I.T. Professional (http://bit.ly/UXpCs). It is easy to allow “techno-speak” to influence your decision about an I.T. service provider. We think, “Wow that person sure knows what they are talking about!” The key to ensuring you have found that Great I.T. Professional is to talk to their references.
Most of the time, we don’t ask for references and when we do, we assume that because they gave us the reference that they must be good. Do your due diligence! A bad I.T. professional can hurt your business!
Your interview with a reference should cover 10 topics. We’ll talk briefly about 4 of them.
1) Experience. Typically we equate years in business to experience. From a reference’s perspective, you want them to talk about the provider’s problem resolution skills. Are problems resolved quickly by the provider or his employees? Or is your business their training ground?
2) Stability. Do you see the same few employees each visit? Or does it appear the vendor is unable to retain good talent? Some variety is good, it means all of the knowledge of your business does not reside within a single individual…if they leave, their replacement will not experience a steep learning curve.
3) Relationship. Does the provider spend time with you understanding your business strategy and needs? Do they recommend solutions that are consistent with your business strategy? Do they stay abreast of trends and problems in your industry?
4) Conflict Management. How does the vendor handle your service complaints? Are those conversations amiable, with the vendor showing respect for you and your business? Or are they punishing, leaving you feeling drained and dreading the next encounter?
References will be brutally honest about the shortcomings of their service providers. No provider is perfect. They’ll shine in one area and be a lackluster performer in another. You will have to decide which qualities are most important to your business.
Wishing you safe passage through the I.T. Minefield!
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This topic is discussed in greater detail in Navigating the I.T. Minefield: Straight Talk for the Small Enterprise. To purchase your copy, please visit http://bit.ly/SNL4W.
Leslie Knight is a small business consultant with over 20 years of experience in Information Technology management in Fortune 500 companies. She applies her experience in Corporate America saving them millions to smaller entrepreneurial enterprises. She is also the author of Navigating the I.T. Minefield.
