By Phyllis Risner

Many business owners seem frustrated about computer problems and poor service. In particular, I frequently hear the following two things:

1. "IT vendors talk a good game, but when it comes right down to it, they give numerous and varied reasons why a particular problem can’t be fixed."
2. "Why can’t they just get it to work? With all the technology I have, we still are forced to come up with a work-around."

This is a sad commentary on the IT service industry and it makes selecting a true IT partner for your business a daunting task. Just how do you narrow the field and weed out “pretenders” from competent IT consultants? Fortunately, knowing what to look for can dramatically improve your odds of partnering with the right IT provider so you get great service, true value, and a trusted partner.

You can (and should) expect a prospective IT provider to offer a free consultation to listen to your concerns, needs, objectives, and goals. An assessment of your current computer setup and an understanding of your work processes are necessary to be able to propose the best solution that will address and complement your business operations. A true partner isn’t there for a quick fix, but to deliver on the promise of providing and maintaining technology that enables you to work smartly and grow your business.

Some basic things to look for include:

• Certifications. Is the prospective consultant certified, i.e., Microsoft, Novell, CISCO, Oracle or UNIX? Certifications are a great discriminator, as most require specified levels of training and experience. Are all network engineers certified, or just the “top” guy? How old are the certifications; are they from new-generation technology? IT is a fast-moving industry; if certifications aren’t held in current-generation applications, they may be next to useless.
• References. Providers with proven track records will be pleased to provide testimonials with contact information.
• Experience. Can the company demonstrate recent experience?
• Communication. Is there a project leader designated as your point of contact? Do you call technicians directly and wait for them to respond?
• Service Ability. Is this a “one-man” shop or a fully staffed company with the ability to provide timely service? Does your consultant have a full-time job and fit you in when he can?
• Insurance. Does the company carry at a minimum, worker’s comp and general liability coverage? Errors & Omissions coverage will also ensure that you and your business are properly covered.
• Warranty. Do they stand behind their work?
• Value. Cheapest isn’t always the best. A conscientious company will provide a written job description, timelines, and a line-by-line cost breakdown. Compare apples to apples, so you won’t be surprised by run-up costs for additional equipment after the job has begun.

Ultimately, there’s nothing mysterious about establishing a rewarding relationship with your IT partner, and there is no better business investment. But, like any strong relationship, it will be characterized by knowing who you’re doing business with, open communication, honesty and mutual understanding.