19 Mar The Importance of Trust
When choosing IT support for your company, your potential provider’s capability is probably the first thing you take into consideration. You obviously want someone who knows what he or she is doing. You rely on your network to run your business and take care of your clients. You most likely take a hard look at the cost involved as well. What kind of value are you getting for the money you spend? But do you really have to trust your IT support provider?
It’s not much of a stretch to say that whoever provides your IT support holds “the keys to your [business] kingdom.” Let’s face it: virtually all of your internal and external activities are controlled to some degree by your network. Whether you’re managing, schedules, inventory, finances, or operations—without IT you’re pretty much dead in the water.
That means you need to trust that your IT support provider not only can manage your system but that this provider also has your best interests in mind and will reliably deliver the kind of support that will allow you to take full advantage of the technology you depend on to do business.
So how does an IT support company demonstrate that you can trust them? Business guru Stephen Covey offers a clue in his best-selling book, The Speed of Trust.
One of the fastest ways to restore trust is to make and keep commitments – even very small commitments – to ourselves and others.
At Stepping Forward Technology, we think that’s good advice. Here are a few small things that we’re committed to:
- Clear and Consistent Billing: We don’t think you should have to wonder what you’re paying for. That’s why we provide clear, consistent billing that provides the details of exactly what we do. You’ll know exactly what you’re paying for. And beyond that, you’ll see explanations of things we do that you’re not charged for but that we believe are essential functions to make sure your tech runs properly.
- “Make It Right”: Our first goal and priority is to make things right. Anybody can make mistakes (that’s another thing Covey points out in his book). If something isn’t right, our first priority isn’t to assign blame—it’s to fix the problem. Your business can’t afford to grind to a halt while people figure out who is at fault. Our commitment to our clients is to make things right first so that their business doesn’t suffer.
- Keep the Customer Satisfied: We’re serious about making sure customers are happy with the way their networks are running. It’s why we follow up with them regularly and continually ask for feedback. The result is that we receive 99.6 percent positive feedback from our clients—and get glowing referrals from our customers (which we are more than happy to share with you).
- We Build Relationships: Sure, we’re good with technology. But meeting your specific business needs is about much more than being great gear-heads. We work to build relationships with you as individuals so that we understand exactly what you need and how your technology can be best configured to meet your specific needs.
We also know that people don’t trust what they don’t understand. Not everybody understands technology and how it works. That’s why we work with our clients to help them see how technology can better serve them and safeguard their business. We want them to feel comfortable knowing that these tools (technology) will help them achieve their goals.