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The Beatings Will Continue Until Service Improves
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October 28th, 2009
It amazes Franchisee Columnist Todd Michaud how many business leaders treat their IT business partners poorly. Delivering IT services is hard, no matter which company you work for. IT is complex, and it breaks (at the worst times). IT people are not perfect. Does anyone really think that all of the yelling and screaming is going to help? The same people who wouldn’t think about giving anything but an “Exceeds” on a performance review have no problem screaming at a service provider over and over again.
Then there are negotiations. “You need to sharpen your pencil, I’m not paying this much.” Good IT leaders will work hard to deliver services at the lowest possible cost. But they need to be careful not to negotiate such a low price that the vendor will never be able to meet their expectations for service. Believe it or not, getting the lowest price is not always the right goal. By the way, if anyone is looking for someone to help negotiate a cheap, crappy IT service, Michaud knows plenty of people who would rock your world.
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4 Comments | Read The Beatings Will Continue Until Service Improves
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Our Comment SPAM system is getting very aggressive these days and has been blocking legitimate comments. If you post a comment and don't see it appear within 2 hours or so, can you please send a heads-up to customer-service@storefrontbacktalk.com? Ideally, please include the time you posted the comment. That will allow us to try and hunt for it. Thanks! P.S. We're working on fixing the system, but we don't want to lose any valuable comments in the meantime.
-Christine
October 28th, 2009 at 3:36 pm
Hello Todd,
Well said, and I understand the point.
I believe Elvis said it best,” I need you, I want you , I love you”!
We need to do all that we can to make our IT service sucessful. Those that do not perform can be addressed in the proper venues.
Lead on!
Many thanks,
Don Stitt
Schlotzsky’s / Cinnabon
SFAC President
Amarillo, TX
October 29th, 2009 at 9:51 am
Set aggressive, but realistic goals and expectations from the start. If they are not met, deal with it constructively, yet firmly and next time (if there is a next time) make sure the same situation does not happen again by doing things differently.
October 30th, 2009 at 2:56 pm
Todd,
I’ve spent time on both the vendor and customer side as well. I can tell you that having been on the vendor side, getting aggressive (as opposed to being assertive) will work against the customer over time.
As you state, no one wants to talk to the person that is angry and unreasonable all the time. Ultimately, you will have the worst vendor employees on your account(why would I put my best people on it, you will just make them want to quit), and when the time comes for a major upgrade or service you are not going to get the best price because I know I need to build in padding to deal will all the hassle later.
In my experience the customers that got the best treatment were those that were assertive, but fair and respectful – imagine that!
November 3rd, 2009 at 12:02 pm
Great feedback.
Pete, I hadn’t really thought about the cost of upgrades, but you’re right. I think that most IT leaders think, “I didn’t get as good of a deal as I should have on this round, so I’ll make it up when we do more work with them.” What if the vendors are thinking the same (but opposite)?
PoS, the key to your comment is about setting expectations clearly. You need to drill it in right away to make sure it sticks.
Don, Thanks so much for your support.