EzPSA

5 Ways PSA Helps Your Business Overcome Remote Work Limitations

2021-03-12T13:30:00.003+13:00

Remote work requires you to digitize your usual business processes. This means investing in various tools and software for each aspect of your operations. However, juggling several systems at once can be tough. Moreover, it can get costly in the long run. With a Professional Services Automation (PSA) software, you can have an all-in-one platform that serves as your main hub for all business activities.

With remote work on the rise, businesses are scrambling to improve their operational efficiency and optimize their resources to make the setup more effective. As a result, Grand View Research estimates that the demand for professional services automation tools will reach $16 million by 2025.

With that, here are some ways PSA software can help your business overcome the limitations of remote work.

1. Standardize and optimize workflows

Majority of businesses worry about the lack of structure when it comes to remote work. The change in setup can drastically change your workers’ workflow. What might have worked back in the office might no longer work at their respective homes. This can impact their performance and productivity in the process.

Using PSA business, you can standardize and optimize your workflows through automation. It can work on administrative tasks such as entering data, updating databases, revising spreadsheets, and process purchases or invoices.

Most importantly, automation can reduce chances of errors and bottlenecks unlike their human counterparts. This is because they don’t get distracted or exhausted in the long run. As a result, they can produce the same quality of work all throughout, while also streamlining your employees’ workflow.

2. Promote collaboration

Communication processes during remote work can become even more time-consuming compared to traditional setup. Your employees can only rely on emails, messaging apps, phone, or video calls instead of just simply coming over their desk or workspace to talk with their colleagues. This makes collaboration a lot more difficult in the process.

Fortunately, PSA softwares also has project management modules that will help you organize, execute, and track your team’s projects. Through it, you can assign specific tasks to your members, set deadlines, and share ideas for your projects. Moreover, it will allow you to choose which project management methodology can work best for your teams. With the best professional services automation software, your teams can coordinate seamlessly and deliver projects on time.

3. Monitor and track productivity

With your employees working from their respective homes, it will be harder to keep track of their activities and productivity. What you need is a time tracker. It will give you an overview of how your staff manage their time while working remotely. This way, you feel more confident and assured that your employees are still being productive.

PSA software can provide you with such functions. It allows your remote workers to enter their work hours and report their progress for the day. It can also keep records of your employees’ individual performance and see who is bringing the most revenue into your business. You can even export your PSA’s timesheet into your payroll program to streamline payroll processes. You can check out this list of professional services automation software options available to find out what other time tracking tools they have.

4. Improve client relationships

PSA software can help you deliver consistent service to your customers. It can stand in as your customer relationship management (CRM) system that will connect you to your clients even though your workers are working remotely. It will provide you the data you need to manage all your clients and make them available to your employees no matter where they are.

One good example is EzPSA. It offers a convenient self-service client portal where your customers can immediately access your services in just a few licks.

It can also send emails to help you nurture your leads and keep your clients engaged. With these features, you can improve your customer service despite the limitations of remote work.

5. Provide fully centralized database

Another issue with remote work is the transfer and accessibility of data. With your employees working from different locations, you must make sure that they have access to essential data, documents, and files. Sending everything through emails can be inefficient and ineffective. You would want a centralized database that serves as a single source of truth for everyone within your organization.

A PSA software can do just that. Since it is an all-in-one professional services platform, you can have all your essential data in one system—from customer data, project progress reports, and employees’ performance data. This ensures that everyone is working on the same data no matter which department or team they are in. It also prevents loss of important documents or files. Moreover, this makes it easier to protect all your data and keep track of them in the process.

Taking advantage of PSA

As more businesses turn to remote work, you must find the right tools and software to help your employees adjust to the new setup. With so much software available out there, you might find yourself juggling several all at once. This can become costly and inefficient in the long run. You should consider using a PSA software instead. With it, you have a single system for everything that your business will need to operate remotely. So go ahead and try it out now.

Lessons in Company Culture from Fortune’s 100 Top Places to Work

2018-12-18T15:43:00.000+13:00

It can be difficult to know the best ways to promote company culture, but one thing is clear: a strong culture can have a significant impact on your bottom line. In fact, 94% of executives think that a distinct workplace culture is an important factor in overall success. In addition to its connection with productivity, improving your workplace dynamic can help you attract and retain top talent.

Fortune’s annual list of the 100 best businesses for workers can help us learn more about how these companies are promoting a strong internal culture. Improving your business’s mindset is a long process that involves continuous change.

You can use tools like 360 performance reviews to gain a better understanding of how your employees feel before, during, and after the shift in culture. This can give you an inside look as to how successful these changes are. When considering what the 100 best businesses for workers have in common, the following are some of our main takeaways from these top-tier businesses.

Prioritize Diversity and Inclusion

It’s more important than ever for businesses to show their employees that they’re dedicated to promoting an environment in which everyone feels equal and safe. Millennials are the most diverse generation in American history, and they value working for a company that focuses on these values.

Salesforce, a business well-known for its commitment to social progress and a healthy company culture, was named the best place to work for good reason. Marc Benioff promotes what he calls “Ohana culture” throughout all aspects of the company and applies it to a variety of business practices.

Value Your Employees as Individuals

While salaries and benefits have always been important factors in employee satisfaction, businesses have recently started to put a greater emphasis on other areas to promote employee engagement. In addition to being compensated fairly for their time and skills, workers expect to be seen and treated as individuals.

This development has even reached Fortune’s own methodology, as company culture is now assessed by a wider range of criteria. Businesses were originally compared based on trust, pride, and camaraderie. But, that list has now expanded to seven items, including “maximizing human potential.”

Getting the most out of each employee requires ensuring that everyone at your company has a positive work experience. Rather than looking outside for new talent, focus on developing the skillsets of your existing employees and promoting in-house whenever possible. Doing so will show that you’re invested in their careers.

Creating long-term, sustained business success involves much more than the numbers. Forward-thinking companies in every field are realizing the importance of promoting a healthy internal culture. Applying these mentalities throughout your business practices will help you attract and retain high-quality talent while also increasing productivity.

Tips for a Successful Online Service Desk

2014-11-18T06:48:00.000+13:00

Tips for a Successful Online Service Desk
For many companies, the creation of a successful online service desk can be critical to the health of the business. More and more of your potential customers are turning to the web for many of their buying needs, and when they do you need to be ready for them. Just because more of your customers buy online does not mean you can abandon any of the tried and true customer service rules. You will need them, and more, to make that online service desk a key part of your business. Here are just a few tips that you can use to make your customers next online service desk experience a great one.

Getting To Know You – Your About Us Page
One of the most important pages on your site is your About Us page. While many small businesses tend to ignore this, you should make sure that this page has all the important information any new client or customer may want to know about your company. Before they make a purchase they will want to know as much as they can about you, and you can provide it right here. Do you have a brick-and-mortar store in addition to your website? Then show it. Let them know when you were established, your business values and even your mission statement if you have one. The more they know about you and your business the more likely they are to feel comfortable trusting your website with their business and their credit card.

Make Contact Easy
Your website should have a variety of ways that a visitor can contact your business. This should include a physical address, an email address and a phone number for your online service desk. In fact, if at all possible a quick and easy "live chat" button that connects them directly to your online service desk to answer questions or offer help should be on every page of your site. And remember to make that site easy to read on their smart phones so they can call for help at any time while browsing on their phones. Don't let the next visitor to your website leave in frustration because they couldn't understand something on your site. Always give them a multitude of ways to get help fast.

Always Be Available
One of the things so many people love about shopping online is they can do it anytime that is convenient for them. But if your online service desk is only open Monday to Friday during regular business hours, this can hurt your sales. Be sure that you have staff on that desk from early in the morning to late at night so that they can get help when they need it. Also- for those asking for help via email or phone, make it a policy that your online service desk that handles these requests always responds within 24 hours.

Make Social Media Your Friend
In today's modern world social media has become an important tool in providing good customer service. It starts with making sure your business has the basics: a Facebook page and a Twitter account. It continues by making sure those sites, and other social media sites, are monitored regularly. Customer problems can be identified quickly when using social media to address complaints and take care of them in a timely manner. If you make your social media sites customer-friendly and even add a forum to your site to handle problems quickly, you will find loyal customers who will brag about you to friends on their social media pages. You can't buy that kind of public relations, but you can earn it.

Making the Customer First
Whether it is in your physical location, on your website or in social media, the key is to have your online service desk make sure that your customer's needs come first. Your site should be easy to navigate with an online store that is easy to use. The fewer steps they need to take, the better. Most of all make sure that your training of your online service desk is top notch and they know you value their work. If they are happy and appreciated, your customers will be as well.

Getting Your Online Service Desk Started
If this sounds a little overwhelming, don't be alarmed. Great online service desks start with the right software to support this important first contact. That is where professional service software like our own EzPSA comes in. When your online service desk has all the information they need on clients, vendors and invoices at their fingertips, they will be less stressed and more helpful. With everything from project updates to client backgrounds and up to date status on invoices in one place, you can be assured your service desk has everything they need to make your customers feel appreciated and taken care of properly. Why not check out what our EzPSA software can do to make your online service desk more efficient today? (suggest adding a video demo here)

PSA Software – The Best Tool for Growth

2014-09-27T19:43:00.000+12:00

PSA Software – The Best Tool for Growth
Professional Services Automation software, often referred to as PSA software, can be a big boon to any service provider when it comes to streamlining operations and providing greater efficiency. Perhaps that is why it is used by everyone in the IT services industry from consultants to cloud service providers these days. But if you have never used PSA software in your business, you may be wondering what it is that makes it so effective. While it is true that the old in-house tools such as spreadsheets and call lists are still used by many smaller service companies, more and more businesses that excel at providing top-notch service to their customers rely on PSA software to keep them on their toes. Here are just a few reasons why.

Customer Service
If you are in the business of providing a service, any service, then you know that having great customer service can make or break your company. This is where having PSA Software can really make a difference. As we mentioned in an earlier blog post about customer service, your PSA software can put all the information your customer service staff needs at their fingertips. When you back this up with staff that can go out of their way to take care of customers, you have a winning combination. But they can't do their job without the right information, and that is where your PSA software comes into play. By having not only information on the client, but a call log of their earlier requests, an ability to access the status of current projects for that client and vendors that are part of that project, your service staff can help your customer quickly and efficiently.

Project Management
When your entire service team uses PSA software to track time and materials, project management becomes a tool to ensure profitability across the company. Using a PSA software tool such as EzPSA at the planning stage will manage work flow, create estimates for client approval, and in the end generate sales orders and invoices. Because it integrates with customer service and is assess-able by techs in the field via its cloud configuration, your entire workforce is connected to it at all times. This allows quotes to be more accurate, changes to be reflected instantly and gives you the information to continually improve against your competition.

Standing Out from the Crowd
You can use your PSA software to differentiate you from other service providers in your area. If the local service providers are still getting by without this tool, it can be the key to providing faster and more thorough customer service. Your techs know exactly what that client needs, your customer service staff are aware of any special problems they have had in the past and your quotes are accurate. These are the things that make your business stand out in the crowd, and are all easier with a PSA software tool like EzPSA to help.

The Bottom Line is Profits
In the end, a tool that allows you to follow the financial story from concept to project to final billing will give your company the bigger picture on its financial health. With the old fashion fragmented system, time would be wasted comparing apples to oranges as spreadsheets, call lists and customer complaint logs were scrutinized for clues to profitability. Using just one software tool this is an easy snapshot that connects all the dots for your business. At the end of the day, that is truly the difference that makes using PSA software all worthwhile.

Five Tips for Organizing Your Service Business Desk

2014-09-15T23:36:00.000+12:00

Five Tips for Organizing Your Service Business Desk
How many times have you said you were going to get that service desk organized? Like so much of our lives, the service desk is both the most indispensable and also most cluttered part of any service business. It is often where everything that comes in the door lands and is also where most of your communications flow for your service business. But because it is such a vital part of the whole enterprise, it is also important that it is organized so nothing important is lost or mislaid. If your job is to manage the service desk for a business, here are a few tips to help you stay on top of that clutter and keep the company organized as well as your desk.

Everything Needs a Home
If you have a designated place for things that are always connected to your service desk, you will find it is easier to find them when you need them. While this may sound a bit obsessive, in the end you will find it makes your job that much easier. No more looking for the storage locker keys or your favorite pen while getting ready to run out for a meeting. No more shuffling papers to find a paperclip for that note you wrote. If you keep all basic supplies in a designated spot, you will soon find that you gain not only the time you would have spent looking for them but also a bit of peace of mind.

Labels Make it Easier
I have always found that labeling files, setting up a labeling structure and then sticking to it means I find what I want when I want it. It helps if you use a small easy to handle label maker that can sit in your desk when not being used. Best of all, when everything is labeled others who use the space can also find what they need quickly and easily. Shelves, files, containers, bins, baskets and everything else that holds anything should be clearly labeled, front and back, to ensure that label is always easy to read.

Take to Meeting Bin
Every office should have a folder or bin for that next meeting. As you go through your day or week, things that would be good for the next meeting can simply be tossed into the bin or folder. When it is time to head out to the meeting – presto! All those great ideas you had are here and ready to go.

Telephone Logs are Golden
It used to be that everyone used a telephone log because so much of our business was done via the phone. Nowadays we use the Internet so much that many of us have let this valuable tool fall to the wayside. If you keep a notepad next to the phone and jot down the time and basics of each call, you will find it invaluable for making sure you have a record of all your conversations in one handy place.

Professional Services Automation Tools
Of course, since we designed the EzPSA as a professional tool to help service businesses stay organized, you can bet we think it is the best tool of all for you. At the service desk you can use it to keep track of client requests, check on the status of current jobs, or even handle purchase orders and client invoices. No matter what size your business is, from a two person office to a world-wide enterprise, if you are in the service business using a handy PSA like our own EzPSA just makes it that much easier to stay organized.

Marketing 101: Do You Have a Winning Name?

2014-08-31T18:11:00.000+12:00

Marketing 101: Do You Have a Winning Name?
One of the most important marketing decisions you will ever make is the name of your company or product. It is also often the thing we spend the least amount of time considering. It will be the one thing that identifies your business, quickly tells potential clients if they should consider your goods or services and if it is memorable, will recommend you to others. But how does anyone find just the right name? It turns out; there are some tried and true considerations for business names just as there are with baby names. Since this company is your baby, let's look at a few things you should consider when naming that new business.

Trying Out the Basics
The name of your company drives how potential clients see your business. Here are a handful of approaches you can try that have been very successful for businesses in the past.

Using the Founder's Name – This worked great for Hewlett-Packard and Bell Telephone. It is more common these days in lawyers firms, accountant firms or any kind of business where personal integrity is an important part of the business presentation.
A Description of What You Do or Offer – A great example of this is Southwest Airlines. Sometimes it needs tweaking. An example is Western Hotel which changed its name to Western International when it expanded and now is simply called West-in.
Use the Experience or Image of Your Product – This can be harder but Sprint is a good example of this. It can be tongue in cheek, like Mail Chimp which implies even a monkey can use their product.
Go for Broke and Take a Word Completely Out of Context – Apple is of course the great example of this, but there are others. The trick with this is to pick a word so unrelated that it will come to be connected only with your product or company.
Make Up Your Own Name – You see this far more these days with online businesses. Of course, the prime example of this is Google, which has now become a verb relating to the company.

Considering Your Target
You also need to consider the audience you want to appeal to with your company. Once you have decided on the type of approach, here are some questions to help you narrow your options when it comes to your target market:

Who is your target audience and what problems are you solving for them?
What are the benefits you can offer this audience and what kinds of words best describe these?
List your five largest competitors and then list how you differ from them Now that you have those answers you should have created a list of at least 7-10 names you think might work.

Can you pronounce them easily? Are they easy to spell and understand? How do they look written out?

The Best Laid Plans
Of course, you can do all of these things and still find that your name doesn't say quite what you intended. That is where it is always a good idea to try out several options on friends and neighbors first. A good example of this is right here at EzPSA. We knew what we wanted to say with our name. It is as easy as could be to use our Professional Services Automation software. But then we heard recently that PSA has another meaning (or three!). It was pointed out that a PSA is also a "prostate-specific antigen" test that any man over 40 should have on a regular basis to test for prostate cancer. As you can imagine, having an "easy" PSA test is probably an oxymoron in medicine. A quick check in Google shows that a PSA is also

A "professional sports Authenticator" in the world of sports card collecting
A "provincial specialist association" in Canada, such as for teachers
A "property sports association" such as the PSA World Cup for Soccer
A professional association called the "Photographic Society of America"

Of course, I don't really think that our own software company EzPSA will be confused with any of these organizations, but it never hurts to check these things out first! So take some time when planning that new product name or company. As your business grows, that name will grow with you. While you want to take these ideas into consideration, don't let that stop you from moving forward and finding the best possible name for your new venture.

Using EzPSA Technology for Better Customer Service

2014-08-24T19:31:00.000+12:00

Using EzPSA Technology for Better Customer Service
Great customer service is more than just answering the phone or tracking down orders. To really deliver great customer service you need two things: smart informative employees that are well-trained and the right technology to help them deliver exceptional customer service. But what if you could bring your level of customer service up a notch and make it anticipatory customer service that can help your customers by anticipating their unexpressed desires? That is how the Ritz-Carlton explains its top of the line customer service, and you can do it too.

Creating that Emotional Customer Commitment
When you deliver customer service that anticipates your customer needs, you move your company out of the acceptable business experience into the kind of experience that creates real loyalty. It is easy to see why, once you look closely at what they need you to deliver. We aren't talking about spam here but real customer service that understands customer needs and anticipates them for them. Keep in mind that although having the right technology can help you to deliver this exceptional service, it is only part of the equation. Great people and top notch training combine to make this an unbeatable way to keep customers coming back again and again. When your customers see that you anticipate every roadblock for them, they can relax and leave it all in your hands. This is the kind of service anyone would come back for, and you can deliver it with the right mindset and the technology to deliver it. Here are just a few examples.

Delays in Service – The moment it is obvious that something has happened that can delay a service being delivered, a part being shipped or an event taking place as anticipated, let them know. If you offer travel services and a flight is delayed, offer to rebook and give them options. If that order needed to be in time for the holidays and it might not happen, tell them the instant you know.

Keeping Track – Some services happen regularly, such as delivering prescriptions or handling mortgages. If you have a business that has this kind of cyclical service, why not do the basic steps to ensure there are no delays? My Internet provider recently sent a notice they were changing their billing cycle to give customers more time to review the bill, which they send out reminders for via email. They now would send those notices two weeks in advance of billing instead of just a few days before. This is responsive and thoughtful.

Keeping the Human Touch
While using technology, such as your EzPSA system, can be a big part of organizing the information that helps you deliver anticipatory customer service, remember that in the end it always comes down to the human touch. Always give your customer a way to talk to a real live human being when sending out notices of changes or updates. Salespeople sweat blood for human contacts so always give your customer a human alternative to a tech solution when a problem pops up.

Even if you are using your PSA technology to contact them, they should always have the option to talk to a person. We developed our EzPSA system to help business stay in touch with their customers and serve them better. Taking the next logical step and making that customer service become an anticipatory service is just one more way you can use technology to deliver the best service possible and in turn have customers who wouldn't think of doing business with anyone else.

Tips for Marketing A Service Business

2014-08-09T20:42:00.000+12:00

Tips for Marketing A Service Business
If you have a small service business, you probably cringe at the idea of finding out the best way for marketing a service business on the web. Like many business owners, the idea of online marketing sounds complicated. But the reality is it isn't if you know where to begin. The tips listed below can help any small businesses, but particularly a service business, to get the edge when it comes to marketing a service business on the web.

Of course, if you have some smart business tools to keep your business organized, you can capitalize on this increased business. That is where using the right professional services automation software or PSA software can really help. Combine smart marketing online with a great PSA to make your service business work smarter instead of harder and you have a formula for success.

Tip #1 – Tell Us Your Services
All too often when I am visiting a service business website I see the same mistake. Their services page may list their services, but never tells me about them. This is the perfect opportunity to both let others know what it is that makes your services the best and a great way to increase your page rank by giving Google more information. It is far easier for people to find you through a search on Google if you devote more space and words to describing what the services are that you have to offer. Making a list just won't cut it. Every major service that deserves a bullet point on your services page also deserves its own page. Just take the time to write 3-500 words about it on a separate page. You would be surprised how many people looking for that particular service will find your page and from there your company. To be compelling each page should have:

A good description of what you offer. This should be at least 300 words long and include any key phrases that someone might use when looking for this service.
Pictures tell the story so include before and after photos whenever possible. Think about them the next time you are on a client call and take pics as you go. Don't forget to label those photos so that Google knows what they are.
Include testimonials. Everyone feels more comfortable trusting the word of someone you have actually done business with. Ask your clients at the time of the job if they would be comfortable giving a testimonial on your service. Making a video tape with your phone can be an easy solution, but even if you don't want to use video, always ask.

Tip #2 – Use Social Media
Every business should have its own Facebook page, Google+ page and Twitter account. These three social media accounts alone can create dialogue about your business on the web. If you have a very visual business such as a hairdresser or interior designer, you might want to add Pinterest to the mix.
These days many consumers will look through social media to find out more about a business before contacting them. If they don't see you on it, they may assume you aren't a good risk. Spending a few minutes at the start of each day on these sites can make a huge difference to your Internet profile. You answer email, why not chat on each of these formats each day to let others know your business is out there and looking for new clients?

Tip #3 - Get Listed
While I am not saying to list your business on every business directory on the web, local ones can be a big help. Add to this any directories that are for your industry and you have a quick way to make your company more visible on the web. Not sure where to find local directories? Why not check out Moz Local and let them find local directories for you. The great thing about these is that you do it once and you are finished. Remember, web users can utilize many different ways to find you and you want your business to be seen on all of them.

These are just a few of the ways marketing a service business online can contribute to your bottom line. While having a website is a good start, don't forget to make the best use of what the Internet has to offer to keep your service business relevant in today's modern business climate. Adding in blogs, newsletters and special events can also be smart approaches to marketing a service business that brings in new customers. Just remember, it isn't brain surgery and plenty of smart service businesses like yours have benefited from these new marketing tools. You can too.

IT Project Management – Tips for Success

2014-08-09T01:27:00.000+12:00

IT Project Management – Tips for Success
One of the biggest stumbling blocks for a growing IT service business is IT project management. When the company was a one man show, you kept the balls in the air by managing it all yourself. But your company has grown, you have added a couple of additional techs, and now you need to find a way to manage it all before it gets out of hand. It isn't impossible, but you do need to have a few tricks up your sleeve to ensure that this growth doesn't kill the company.

Here are a few tips: Make a Plan – The days of giving IT service by the seat of your pants are gone. If you have a team, you need a plan. More importantly you need a solid plan. If you want integration of applications, data bases, code and hardware with software and more often these days, the cloud, you need a road-map on how to get you there.

Make Goals You Can Keep – Scheduling is an integral part of your service, just make sure that if you promise on something you can deliver. Don't give unrealistic schedules to clients in order to impress if you can't keep them. Taking short cuts just means more mistakes, so be realistic with the schedule for your team.

Roll Out Deliveries Incrementally – Teams mean bigger projects, but smart IT project management knows how to roll out the bigger project in increments to control the quality of delivery. You can keep the scope small for each step along the way to allow focus, then ramp it up once the whole project is delivered.

Control Budget Burn – It is easy to suddenly find yourself two thirds through your budget but only half way towards your goal. Always budget for contingencies and watch those high end costs such as consultants and specialists. Smart IT project management means planning for the unexpected in your budget and your time.

Build Teamwork – While you may have pulled this team together because they had the skills you need to get the job done, smart IT project management recognizes that doesn't guarantee they will get along. Be aware of the personality clashes such as the hero who takes on more than they can handle or the arrival of the blame game. Nip these problems in the bud and you will have a more effective team.

Communication – This is essential to building strong teams. You will need to strike a balance between telling them everything they need to know to get the job done right and telling them so much detail that they get overwhelmed. Smart IT project management will know the big picture so that every piece moves forward at the right time.
Have a "Plan B" – It is inevitable that something will not time out as you planned. That server that is critical to the project is held up at customs, or the software you are using suddenly has a bug. When these kinds of problem appear, be ready with a back-up until you can solve the problem. Above all, don't let unforeseen problems stop you cold. Move forward and use Plan B until the problem is resolved.

While you can't always solve every problem with these steps, being prepared for them is a big part of any effective IT project management system. Talk to others in your profession to create a network of IT project managers who can mentor each other. Keep communication open with clients as well as your team. Of course, it is also essential to be prepared for failure. So many IT projects reach beyond their scope, so be sure that you and the client have a plan in place in case this approach doesn't work.

The bottom line is that to deliver great IT project management you need to be a cheerleader, communicator and organizer all rolled into one. Using great software to manage the process can help. That is why we created EzPSA, to help keep all those little details in focus as the project rolls along. But in the end, the software is only as good as the person who uses it. So take the time at the beginning of the project to think about these roles, what tools you have at hand to help you achieve them and then just take a deep breath and embrace your newly acquired IT Project Management role. You will do fine.

Managed Service Agreements – Why Your Customers Need Them

2014-08-04T07:13:00.000+12:00

Managed Service Agreements – Why Your Customers Need Them
While you may think that managed service agreements are small potatoes when compared to the larger projects you take on such as upgrades and moves, these steady incremental agreements have value. For one thing, when you offer your small and medium business (SMB) customers the ability to control costs with a managed service agreement (MSA), you are helping them to control the bottom line. But the biggest reason your business should consider expanding into the role of managed service provider (MSP) is the ability of the agreement to keep your competitors out of your own backyard. This is why when it comes to creating and pricing, you need to think about all the reasons both you and your client will benefit from a managed service agreement.

Know Your Competition
These days it isn't just other IT service companies that you will be competing against for your customer's money. When it comes to offering managed services, everyone from their office supply company to the manufacturer of their computers is eyeing the option of including the role of MSP. As your clients grow, they will want to streamline their processes by reducing the number of vendors they have. You want to be sure that when they do, you are on the short list of who they continue to do business with, not who they intend to drop.

Why Your Clients Need a Managed Service Agreement
If you have SMB clients who are strained to cover all their IT bases, they are the perfect company for offering an MSA. You can take on their day-to-day IT operations, freeing their staff to focus on key goals such as the roll-out of new projects. This allows you to put out the fires that tend to come up with any SMB while they work on building their business. The kinds of services you should be offering include:

Networking Services
Security Services
Storage and Disaster Recovery
Email
Web Hosting

Identifying the crucial services that each particular client needs will be your most valuable tool in selling this service to them. You know your clients, and that means you know their strengths and weaknesses too. With over half of the companies surveyed saying that they chose their MSP because of either the service they offered or the fact that they already had a relationship with the company that they trusted and valued, you have won half the battle if you consider these factors as you put together your proposal.

Creating the Proposal
While it will be tempting to give each client a proposal that is tailored exactly to their needs, it may not be the best approach. Most MSPs offer a flat fee service. You will need to decide how often you want to bill them (annually, quarterly or monthly) and exactly what is and isn't covered in the agreement. Flat fees are easier to manage, especially if you plan to ramp up your offerings. However, they require careful consideration regarding how many devices are supported and exactly which services the customer will need to have included. Keep in mind if offering flat fee services just how much service this customer tends to need. Underestimating the service hours can erode your profit quickly.

Your EzPSA Software and MSP Agreements
The core of the information you will use to provide a clear picture of what your customer needs for their MSP agreement will come from your own records in the EzPSA software. Here you can pull a clear picture of the size of the business, the devices that will need to be serviced and a history of how this particular company is growing. It will help you to pinpoint problem areas for them and address them in your proposal. If you already offer your clients IT services, then this will be a great tool for creating an interactive proposal that takes their needs well into consideration. But even if you use your EzPSA software for a non-IT service business, you can pull client records, get the big picture of growth and problem areas and create a proposal that will allow you to address your client needs.

Building a new MSP business may sound intimidating. Truth is you have the tools and knowledge right now to take on this new profit center for your company. Taking the time to gain an understanding of what a client expects from a managed service agreement, and talking to others, who are already doing so, will help. In the end you will find you are servicing your clients more proactively and helping them to become more successful.
Isn't that truly what we want for all of our clients?

Tips to Get More Clients for Your Service Business

2014-07-12T23:34:00.000+12:00

Tips to Get More Clients for Your Service Business
In the service industry, like every small business, finding out how to get more clients and keep them is a top priority. But how to do it with a small or non-existent staff is the question. The truth of the matter is that in this situation size doesn't count half as much as smarts. But then every great service business knows getting more clients comes from giving great service. The key to this is to commit from the beginning to providing outstanding service and using both your ties to the community and your knowledge of technology to serve your customer base better. You do those things, and you have a head start. Want to know the details? Here are a handful of tips to help you get more clients for your IT service business or any service business, no matter what the size of your company.

Tip#1 – Talk it Up
You love what you are doing, let people know. Make sure you tell at least three people every day about your business and what you do. Get out from that computer and grab a coffee at the local coffee shop. Find out where prospective customers hang out and go there; network where they network. Hand out cards, talk about the services you offer, let the folks you meet know you are the kind of pro-active service provider they would love to have. Don't wait for customers to come to you, get out there and toot your own horn.

Tip #2 – Speak Up on Social Networks
If you are savvy about the net, you know that social networks are the best place online to talk up what you do. But do you just post updates or are you truly active? Find social network sites that speak to your passions in your business and then join the conversation. Lurkers don't get points for listening; you have to let others know about what you have to offer. Be a valuable part of your social network by offering good advice, helping others and answering questions. Above all, be consistent because sporadic comments don't help your reputation.

Tip #3 – Follow up on these Conversations
It doesn't help your cause if you meet people, give then advice, get a nibble of interest and then do nothing to follow up on it. One of the worst sins that many entrepreneurs do is network and then never follow-up. It's a waste of your time and your potential client's time. Don't say you are too busy, make time to follow-up on every card, response and email you get, and do it in a timely manner. This shows you are just as serious about what you do as they are about what they need. Never "leave money on the table" from opportunities lost.

Tip #4 – Use Your Website
Your website is not just a giant business card; it is an interactive representation of you and your business. When potential customers come by your site, what do you have to offer them? There should be a no-strings-attached download to build trust and an opt-in offer such as a newsletter to convert them to a customer. They are there to solve a problem, do you have a solution? Show them by the content of your site that you are familiar with their problems and are the one to solve it. You worked hard at that event or on that social network to get them to your site, make it worth their while.

Tip #5 – Make Customer Service Responsive
All of this doesn't help if you don't have someone at the other end of the phone who can help turn that potential client into a paying one. This is where having a great customer service desk and the right software to manage it counts. The right software means that everyone on your service desk has all the tools they need to give your customers and potential customers what they need, when they need it. Make sure that your customer service people care about your product because if they don't neither will the callers. Find those people who are passionate about what you do and they will ensure that your customers will sing their praises. If you have an auto response system, make reaching a human being the first option to accommodate those customers who need to talk first. It all adds up to making the best use of your resources, human and otherwise, to service the customer's needs.

Great Tech and People Get More Clients
In the end, as you can see, it isn't just the great technology you use and offer or the people. Just as you would expect, it is the combination of passion, smarts and great technology that will help your company to get more clients that want your services. In the service business, people are our first priority. Reaching out and helping those in our community, wherever that community is, can be a great first step to not only getting more clients but also to keeping them.

Planning Your Business for the Holidays

2014-07-04T00:03:00.000+12:00

Planning Your Business for the Holidays
With the season around the corner, now is the time to anticipate holiday chaos, plan for staff time off and learn to handle customers panicking because they are overloaded. Do you know how your clients will reach out to their customers at this time of year? Have you thought about what they need to know to be prepared? Making sure you are staffed up and employees can anticipate the kinds of tech problems clients may encounter is one step in the right direction. Here are some ideas on how to plan for the best way to manage your customers and your own staff so you are not only prepared but able to keep your cool.

Get Informed and Stay Connected
According to the latest polls, 8 out of 10 small businesses are optimistic about the upcoming holiday sales. But to help keep them that way remember that even if your business doesn't revolve around holiday shopping sprees, your clients might. Have you discussed with them where the key tipping points are in their technology and how you can help them keep everything humming?

More companies these days are using technology to leverage that good shopping experience for their customers. That means that you, as their IT and technology guru, need to be able to offer pro-active services to help them keep their customers happy. As more people shop online for holiday gift buying, your small business clients are counting on your technology expertise to help them stay on top.

Find A Balance Between Life and Work
This is the time of year many staff will feel stressed. Work may be cranking up a notch, but so is the home front. In fact, this is the one time of the year when you may find that your most reliable workers are not quite as focused because of family events. By recognizing this early on and scheduling so everyone has time for both aspects of life, you will lower stress and increase productivity. Helping you and your staff find the balance between the needs of the office and the call of the family holidays may in the end give them the best of both worlds. And you will spend less on coffee and aspirin this holiday.

Shore Up Your Supply Chain
This is an excellent time to reconnect with all your vendors. If you have a sudden rush, can they handle it? The bottleneck in your business might be that vendor who just can't handle big orders or is not flexible enough to make sudden changes. The holidays are always a time when your clients will make demands because they are getting them from their own customers. Do you have the kind of relationship with your staff and vendors that can take the heat and keep on producing?

Test Drive Those Websites
If you are a website developer, make sure to do a quick check of your client sites before the holiday rush hits. This can include your own site, since your customers will be hitting it at lightning speed when they suddenly find that demand exceeds ability on their shopping cart software or coupon download app. If you are prepared for glitches in the system, you can bring that response time down when those panicked customers call.

Reward Your Top Clients and Employees
In the midst of all this preparation don't forget to give recognition to the season. Now is the perfect time to reach out to your clients with small tokens of appreciation. The same goes for your employees. Has someone gone above and beyond the call of duty? Do you have a client who has shown endless patience even when things don't work right the first time? Here at EzPSA we have noticed that when you let your clients and employees know they are appreciated, it has never been a bad decision. So make this holiday season a great one. Share the joy with those around you and keep the stress down with some careful planning today.

How to Keep IT Service Contracts Simple

2014-06-20T14:09:00.001+12:00

How to Keep IT Service Contracts Simple
Most businesses, especially IT service or other related service businesses use contracts to define the relationships they have with their clients. It can be intimidating for any small business owner to find they are responsible for creating a contract for their business, but it doesn't have to be. The best contracts for an IT service business or any other service business is one that doesn't contain a lot of legalise in it and is easy for both parties to understand. You don't have to fill your contract with mind-numbing legal language for it to be binding; you simply have to have two basic elements in it:
1. All parties must be in agreement. Generally this means that one party has made an offer and the other has accepted the offer.
2. Something has been exchanged that is of value. This can be cash, services or goods and it can include an offer to exchange these items in the future as well. Both what has been offered initially and what is offered in exchange must be noted by both parties to have value.

Get It In Writing
While most business people will stand by this rule, your agreement doesn't have to be written to be legal. But you will need to check on what the standing rule is for your region before making that decision. This is why whenever you are dealing with business matters, getting the agreement in writing is always the smartest move. But know that even if you have a handshake deal, most courts of law will still see that as legally binding if you can prove there was an expectation that the deal was sealed by both parties. But the bottom line remains that when in doubt get it in writing.

The Basic Steps
So how do you even start putting a contract together? While it may sound intimidating, it is really very easy to do if you follow these five basic steps:
1. Clarifying the Offer – Be sure that you are clear what the initial offer is. Someone stating they would like to do business with you is nice, but someone saying they have a budget of $100 a month for your services and they are willing to pay it is a more clearly defined offer. Don't be shy to ask them to clarify what they want to do first.
2. Accepting the Offer – Once you know for sure an offer has been made, be clear about your own acceptance of it. If that prospective client is clear they want to hire you to take care of their IT needs for $100 a month, contact them accepting the offer. This leads us to the next step.
3. Defining the Details – Make sure both parties know and understand what this agreement covers. This is the area many smaller businesses fail to do. Talk over the details first, and then follow up with a letter of proposal. In the letter accepting their offer, clearly outline what the project will include and most of all what it will not include. Say it simply in clear language.
4. Documenting the Agreement – The best way to ensure you both are happy is to define the agreement clearly in a written document. Give the contract a name, clearly state the names of each party involved and clearly state what the responsibilities of each party will be. This should be based upon your letter of agreement or phone conversations. Include all terms and conditions and don't forget to date it.
5. Signing and Notarizing the Deal – Once all the details have been agreed upon, print up two copies of the document and have both of you sign it, preferably in front of a notary to legally witness the document. Banks are often a good place to find a local notary for this.

Keeping Your Contract Simple
The bottom line is that while you should have what you agree to do in writing, it doesn't have to be complicated. Most agreements can be written up with a simple conversation to clarify the details, a phone call to confirm everything and then write it up and sign it. Whether creating an agreement to provide one time service or an on-going maintenance contract, keeping the language simple and outlining everything it includes will make the contract easy for everyone to understand and follow.

Great Management Books for Better IT Managers

2014-05-27T07:01:00.000+12:00

Great Management Books for Better IT Managers
Great IT managers are made, not born. Great management books are much the same. Like just about anything in life, it always helps if you can get some good advice from others. This includes the best approach to some important things in life, such as managing your IT business or department. I am sure that some days it feels a lot like herding cats, while other days you would swear that everyone in your area is on the same wavelength. While we all can't have our own private guru to show us the way, there are some really great books out there that can help.

Not every book will work for you, and some will make you want to throw them across the room. But I have found that just about every one of these books has some little gem I can apply to my situation. The trick is to be open to what they are bringing you, and think about your own department or business when reading them. I listen to these as audio books while in the car. I have a friend who plays them while doing housework on weekends. I know several people who simply make it a habit to read one of these books for an hour each night before turning out the light to sleep. However you find the time, I really strongly suggest you find it to read at least a few of these books. I have rated them out of a total value of ten to give you an idea of how important I found them for my business.

The One Minute Manager by Ken Blanchard and Spenser Johnson - 10 out of 10
I would consider this to be my book of the year and it is about 30 years old. It has sold 13 million copies and been translated into 37 languages, to simply show you how influential this book has become. It is a quick read, and focuses on three simple techniques every manager should know: the one minute goal, the one minute praising and the one minute reprimand. If you manage staff and are a technical binary type person, this is compulsory reading.

High Tech, High Touch, Customer Service by Micah Solomon – 10 out 10
These days, especially in the tech world, customer service is what separates the men from the boys. If you think you can do it without engaging digital media for you and your customers, you need to read this book. The point that Solomon makes is that while not every business needs to use social media, if you don't use it be prepared for social media to use you. This was another of my favorites as I really appreciate and happily pay extra for great customer service. If you serve customers you should read this one.

EntreLeadership: 20 Years of Practical Business Wisdom from the Trenches by Dave Ramsey - 10 out 10
A long time advocate of business intelligence and a leading voice for financial sense, Ramsey has written a book that looks at the best approach to leading a company. It is something he knows plenty about. It covers everything from practical advice to making hard decisions and more. Dave Ramsey is so inspiring and this was another of my favorites.

Delivering Happiness by Tony Hsieh - 10 out of 10
The CEO of Zappos, a legendary online shoe company with tremendous reputation for amazing customer service shares his story. He tells how he created a corporate culture with a commitment to service that aims to improve the lives of its backers, employees, customers and vendors. If you are passionate about customer service this is a great book.

Eat that Frog by Brian Tracey - 10 out of 10
This has become a classic book for just about anyone, but especially if you deal in management issues. I have read some of Brian Tracey's other books but this was a standout. The main takeaway? Learn how to stop procrastinating and eat that frog.

Our Iceberg is Melting by John Kotter - 9 out of 10 This book is a great one for anyone who knows and understands the difficulty of change. We are right now living in a time of great change, but finding ways to recognize that and make changes in our business lives can be a huge challenge. Kotter uses a parable about Antarctic penguins to illustrate the eight steps any organization needs to use to implement change successfully.

The Trusted Advisor by David H. Maister, Charles H. Green, and Robert M. Galford - 8 out of 10
More than business skills and knowledge, to be successful in business today you must earn the trust of your clients. That is the groundwork for this very readable book. I had this in paperback for a couple of years and it is a classic. This is especially true if you are an MSP since our job is to become the client's trusted advisor and not the computer guy.

Getting Things Done by David Allen - 8 out of 10
A great time management book, I have found that many people are obsessed with this book. I enjoyed it and will read again. Maybe overrated but is one of those books you just have to read.

Blue Ocean Strategy by W. Chan Kim and Renee Mauborgne – 7 out of 10
A very popular book when it first came out in 2005, it still has some innovative ways to look at competition. The authors are both directors of the Blue Ocean Institute and the book is based on their study of 150 strategies over the last 100 years. When companies create "blue oceans" of uncontested markets they gain value and open up new demands.

Finally, a word about Seth Godin –
Seth has done a number of books that are worth checking out. He is not just one of the leading experts of marketing he also has a great voice and his audio books are very inspiring listening. You always find great nuggets of information in all his books. Among the best ones, in my opinion are The Icarus Deception, Purple Cow, All Markets Are Liars, Poke the Box and Tribes (my favorite).

Get New Customers - Tips for Using the Internet

2014-05-20T23:38:00.000+12:00

Get New Customers - Tips for Using the Internet
While there are tons of ways to get new customers, from putting up giant billboards to late night infomercials, using the net is one of the best in today's business world. If you are in a service industry, especially a hi-tech one such as IT Service, your customers are already looking for you on the web. These days when someone needs a specific service, the first place they will look is the internet. That is why for today's modern businesses it is the best place to get new customers. Here are a few ideas of how to increase your reach.

Update Your Website
Does your website look like a refugee from the 90s? Too many small businesses get a simple website done and then ignore it. But the web constantly goes through changes, and more importantly Google is always updating the rules on how a search will find a website. Investing in keeping your website up to date, especially when it comes to Search Engine Optimization (SEO).

When a potential client comes to your site, they need to see up-to-date relevant information. Over time the software to make certain parts of your website work will not function, so visitors will click on a tab or button and nothing will happen except that potential client will go away. Your website is your most important tool for finding new customers; don't fritter that opportunity away with a badly designed out of date website. Don't forget to make your web site personal you don't have to be a model just a real person.

Share Your Knowledge with Newsletters
This is one of the best ways to stay in touch with old clients and get new customers by showing off your expertise. You start with the customers you have now, add a button to your website so they can sign up and then keep adding new names. The beauty of today's electronic newsletters is that it doesn't matter how many you send out, the cost remains simply the time spent on the newsletter itself.

Show off a new product, impart your insight into the industry and ask local experts to share their knowledge too. Salespeople are great resources, vendors are often happy to contribute and there are even websites that specialize in providing articles such as articlebiz.com or dmoz.org. Newsletters keep your brand in front of current customers and potential new clients. Not sure how to start one up? Check out our previous post on MailChimp for some easy instructions and links to the site.

Get New Clients with Blogging
For many small businesses blogging is a mystery. What began as a simple online diary has become one of the hottest ways to stay connected and bring in new potential clients. In fact, e-Strategy Trends latest survey showed that 95% of small businesses view blogging as an effective marketing tool. But if you want to get new customers with a blog, you have to first consider what they need to know.

Most blogs reflect the personality of the business. Lawyer blogs generally talk in serious tones about legal issues. Retail blogs can be funny or sassy, depending on the owner. If you are blogging as a service industry, you probably want to talk about the service you are providing. Adding a blog to your website is easy; you probably already have the capability since the vast majority of small business sites use WordPress, a website platform designed for blogging. Google loves blogs that reflect a real person's views, so write about what you know and love, and let new readers find you and your blog.

Connect in New Ways with Social Media
Unless you have been living under a rock the last few years, you probably know that social media such as Facebook, Twitter and Google+ have become the way more and more people make buying decisions. These days, social media recommendations are the new networking. A recent Techi.com survey showed that over 50% of social media users below the age of 35 go to their online friends for product and service recommendations.

In addition, almost three quarters of those surveyed say they go online to chat boards to find out the reputation of a company before buying from them. If you aren't talking up your service and products with social media, your competitor certainly is. Find new customers and stay visible with current ones through Facebook pages, Twitter tweets and updates on your Google+ account. It takes only minutes each day and keeps you on those smartphones everyone is watching by the minute.

Making Complex Simple
In the same way that your EzPSA dashboard helps you to keep those complex client issues simple, a dashboard for social media can help you to organize your online marketing. One of the more successful companies providing this service is HootSuite, a Canadian start-up that helps you organize your social media. It also tells you what people on those sites are saying about your company so you can resolve issues quickly.
The internet, particularly social media, has grown quickly into a whole new way for businesses big and small to get new customers and keep the current ones happy. While it can be intimidating for anyone who has never used it before, the internet can open up new doors and opportunities that could grow your business in ways you may have never conceived. It's a brave new world, and the internet is one of the best ways to explore it.

Marketing Your Service Business - Using Mailchimp

2014-05-08T20:28:00.000+12:00

Marketing Your Service Business - Using Mailchimp
Like many other folks with a service business, you are probably too busy taking care of your customers to have any spare time to market your business. Life is busy, work is busy and while it would be great to expand your customer base, who has the time? Not that you would object. You actually might have some ideas in the back of your mind about where those potential new clients might be. While you may know your own business, whether it is supplying IT solutions, cutting hair or walking dogs, how to market it is another question entirely. But MailChimp makes it easy.

But I Have a Website – Isn't That Enough?
Most companies these days, no matter what the size or service, have a website. If you don't, well that would be another blog on another day. But even if you do have a website, that isn't the end of the story. Your website is your online handshake. It introduces you to that potential client, but you can't have a relationship with them. To do that you need a conversation and that conversation is called marketing. I have always found that some kind of regular topic of conversation helps to keep that ball rolling, and that is why I have used Mailchimp to create newsletters and other ongoing mailings to keep those conversation balls in the air.

Smart Informative MailChimp Email
So how easy is it to use MailChimp to reach out and stay connected? Truth is, it is much easier than you think. If you have a list of email addresses of old and potential clients, and a product or service worth shouting about, you are ready to use MailChimp. You can send out to a maximum of 2,000 subscribers on the free platform, with a limit of 12,000 emails a month. This platform doesn't let you use auto responders, but you can find other software that does that. It is worth it as a cost-free way to get your mailing campaign off the ground.

Once you have set up your account with them, you are ready to go. Just be sure to note that you need to have a physical address with MailChimp and this address will appear on the footer to comply with anti-spam laws. They have easy to follow instructions on setting up that initial mailing list and how to do it in a way so instead of being treated as spam, you are treated as information that person wants to see and read. You can choose the type of campaign you want to do from a list. This can be:

An email campaign
A campaign that sends out your latest blog post
A newsletter type that mixes pictures and words

What you do will drive how you do it. But how do you know if you are reaching your intended audience?

Looking Good Was Never So Easy
Of course, you want your email to look professional. MailChimp offers templates for your emails and you can choose from the wide array they offer, make your own or even use one you made for another campaign. This will mean your emails look familiar, have a smart professional look and take you less time to create. We will have some tips and tricks for you as well in this blog, so watch for those! Once your template is done you use their checklist to make sure everything is how it needs to be for a successful campaign.

Reporting for Duty Sir!
You can decide at the time of the campaign if you want reports that tell you things like who answers your email, who deletes it without opening and who clicks on the links in it. You can even create goals for a mailing, such as a certain percentage opening the email, and see how your campaign is tracking against that goal. It makes keeping track of what works and what doesn't much easier.

Schedule and Go
One of the great features is that you can create this email and then schedule it to send at an optimum time. Want to remind your regular customers of an upcoming change in software? Create the mailing and schedule for the date they need to see this. It means you can plan in advance, control the flow of information and never be behind in your announcements, sales events or updates.

Get Started Now
So are you ready to start your own campaign? Check out all the videos and tutorials that they have on the site to help you get started. Start with something simple, like an announcement, and build from there. With this quick and easy tool you can make the full use of the internet to reach out to old customers, stay in touch with current ones and find and bring into the fold those potential new ones. It is as easy as writing an email, just so much more effective.

How to Get and Keep Great Customer Service Staff

2014-04-29T18:48:00.000+12:00

How to Get and Keep Great Customer Service Staff
While every business struggles with finding the right staff, for IT service companies, their customer service staff are worth gold. If you have someone in your customer service staff that seems to always know how to make your customers feel comfortable and cared for, then you have someone who will grow your company right alongside you. This is especially true if they understand how important they are to you and the business. But how do you find these great people, and keep them once you find them? Here are a few ideas on how to find that staff person, particularly that great customer service staff, and ensure they stay.

It's Isn't All About Money
While offering a very competitive salary may be one element, there are plenty of stories about great staff members who stick with lower paying jobs for other reasons. It may be the benefits, it may be the opportunities to learn and grow or even that their boss truly values them. If you have someone on staff now that you know is your star, let them know. Smart employees like a challenge, enjoy taking on more responsibility and appreciate getting recognition for a job well done.

Connect with Your Staff
Sometimes being the owner or manager of an IT service business can leave little time for interacting with the customer service staff. But if you hire them and then walk away, they won't stay long. Being a good listener, letting them know your door is always open, and always attacking the problems they bring you head on will let them know you care and are part of the solution. If you are fair with both compliments and criticisms, they will be the same with your customers.

Watch the Workloads
All too often the brightest staff members are also the ones that take on the majority of the work. Be aware if your star customer service staff member is taking on more than they can handle. Don't wait until they burn out. Sometimes that may mean bringing in a temporary worker until they are caught up, or reassessing the work. Just because they are willing to take it on doesn't mean they will continue to do so. Also, always reward the extra work by recognizing it in some way.

Digging for Treasure
Even if you aren't hiring right now, you should be aware of at least ten people who would make great additions to your team. Get great service at the local store? IT can be learned, but great customer service is an innate sense of being. You may be surprised where your next hire comes from, so always be on the lookout for that next great customer service staff possibility. In the end when it is time to hire, you want to have at least 20 people who will interview for that position. Keep in mind that social media is just as powerful a tool for finding great people as that ad in the local paper. And don't forget that these days customer service can be administered remotely, so your next hire may not even live in your country!

EzPSA and Customer Service Staff
Of course, it always helps if you give that customer service staff the best tools for the job. When you add smart customer support to intuitive tools like our dashboard, you get the best customer service for your clients. This is why we feel that keeping all your staff up to date on the latest training videos for our EzPSA software will help you to have the best customer service staff. We are always happy to answer questions and help you to get the most out of our software. Contact us today and find out how our EzPSA software can help your customer service staff.

Selling IT Managed Services – A Guide to Getting Started

2014-04-11T03:32:00.000+12:00

Selling IT Managed Services – A Guide to Getting Started
If you are running one of the traditional "break-it and fix-it" shops, you may have begun to wonder how you could get into the much more lucrative business of selling IT managed services. You know that your client's would be much more productive if instead of reacting to a problem you could anticipate it and present the solution. That is, in a nutshell, what selling IT managed services really offers. It sounds like a reasonable proposition to you for your customers. The problem is always finding the best way to introduce it to them.

Don't Fix It if It Isn't Broken
That title pretty much sums up most clients response to the idea of offering preventative services to an IT customer. Your customers are comfortable with the current situation. You know what I mean, the one where they call you at any hour night or day to come and take care of their IT emergency. Preventative care might look good on paper, but convincing a client who is happy with the status quo is another matter. They simply don't see any reason to change. So how do you convince them otherwise?

It's Their Business
The first thing you need to do is let go of all the jargon. You clients aren't impressed that you can deliver patch management and anti-spywear or Softwear as a Service (SAAS). They care about whether this new offer will make their company run better and help them achieve better margins. When you can show them how it does, you will have their support. Always think in terms of your client's needs, and not the bells and whistles that impress you about providing this service.

Give Them the Best
If someone offered the best service that money could buy, you would want that, wouldn't you? Well, so do your customers. When putting your package together, think of what they need and then make sure that what you offer is the highest quality for delivering what they need. Consider not only the technology but also the process and people needed to make this the best possible solution. When you make this your company's approach to offering this service, and let them know it is, you will find your clients will get on board with confidence.

Offer a Fair Price
You will be tempted to try and offer this service to current clients for a price close to what they pay now. But to do this you will need to cut corners, lower your expectations on quality. This does no one any good, least of all your clients. Offer them a fair price, and show them what they get for it. What you are giving them is technology support that is high quality and gives them everything they need. It is up to you to explain that to them, not up to your client to figure it out. But once they do understand your explanation, they will learn the value of what you offer.

Believe in What You Offer
Your clients won't believe in a service that you don't feel is up to par. You sales force should believe in it as well. In fact, selling this service should be their priority, above selling firewalls or servers. When they make selling your service contracts their priority, so will you. To be successful you need to approach offering managed services as your prime service.

A big part of this is to also believe in change. It is part of the world of technology, and the bedrock upon which your managed services are based. Life changes, technology changes and the services that support them do too. When your clients have signed on to your managed services account they have the peace of mind that comes with knowing they will stay one step ahead of that change. When you offer them that peace of mind, the rest will fall in place.

Selling IT Managed Services with EzPSA
Obviously, here at EzPSA we feel that our own IT managed services is the one to use for all your client needs. We spent several years designing this PSA to work specifically for IT businesses. After years of looking for the right solution, I decided the only way he could get what I wanted for his clients was to design it himself. Luckily, with a background as a software architect and systems engineer, this was not as crazy as it sounds. In fact, it was such a successful design that we now offer it to others. Come by our site, check out what we have to offer and let us know your needs. We can help you to create the perfect solution for your clients, and get you into the world of the MSP today.

IT Marketing – Using MailChimp Successfully

2014-03-28T02:23:00.000+13:00

IT Marketing – Using MailChimp Successfully
You have an IT business that needs IT marketing. You know how to deliver good customer service, but you need marketing to keep it healthy. The only problem is; what's the best tool? For many owners of small IT service businesses, deciding on how to market your business can be bewildering. But all you really want to do is keep your business top of mind when it comes to your customers and potential clients. Social media helps with this, as does a regular blog on your website. But even with all the changes on the web, the most effective way to stay on top of your client's call list remains email marketing. A weekly or monthly newsletter with a service such as MailChimp can be easy to do and the most cost effective method of direct business to business marketing.

MailChimp's IT Marketing Basics
If you have a list of 2,000 or less subscribers, you can use Mailchimp for your IT marketing for free. This basic service will allow you to send out 12,000 emails a month, although this version does not include any autoresponders. If you have ever used these as part of an email marketing campaign, you will know that they are a valuable add-on. But for anyone just getting into the idea of doing a monthly or weekly email marketing campaign, this free service is a great way to test the waters and learn by doing.

Getting Started
Luckily it is easy to get started with this type of IT marketing. All you need to do is go to their website and set up an account with a login and password, like you would on any other account. Because of anti-spam laws you must provide a user name and a physical address that will appear on all material that MailChimp sends out. Since a mailing address MUST appear on the bottom of each mailing piece, you may want to consider getting a post office box address if you don't have one already.

Building Your Mail Lists
Of course, all of this depends on your company already having accumulated a mailing list that has been culled carefully. I do not recommend using paid mailing lists as they often have old or unusable email address. They also frequently have a large percentage of names that will "opt out" when you first send them your mailing. The important thing for effective IT marketing is to make sure that the names on your email lists are of people who want this mailing from you. Since building that email list is the first step, it is important to be sure that your list is complete. The first time you use it, MailChimp will require that they respond with a request to receive your mailings, so be sure that list is of good prospects who want your information. As you move forward, you will add to this list by letting people know they can sign up for your newsletter. MailChimp will provide a way to do this in three ways:

They will create your own URL that can be inserted in Facebook or Twitter posts, or added to the pages.
If you want to insert a link to a signup page, they can provide HTML code for this link.
If you want to let readers know on your website or blog in the sidebar that they can subscribe, MailChimp can also provide HTML code for this.

Building Your Newsletter
Now that you have setup your mailing list and created the places where people can sign-up, you are ready to create your first marketing piece. On MailChimp you will see a central dashboard that allows you to do easy designs using templates, based on what you are sending out. Everything from simple postcards that are reminders to get their system updated to monthly newsletters that tell your customers the latest software offerings can be designed here. One of the best features in MailChimp is that they always have a way for you to ask how to do a step. You begin by naming a "campaign".

Once that is done, you choose the template you want to use. When you look through them you will see plenty of options. If you have never done this before, you might want to start with a simple two column layout. I always write up my text in Word and then paste it into the format. You can preview at any time to see how it looks and even send yourself a test email. Once you have created one you are happy with, you simply add it to the mailing queue. You can even set up several campaigns that will be sent out at different times.

Getting Your Reports
Of course, one of the reasons to use MailChimp instead of simply sending out an email is the reports. It will tell you how many have been opened and how many clicks the piece of mail received. This is all great IT marketing information to tell you if your attention line is effective or if the information you sent was of interest to your readers. You will get "bounce rates" (how many emails were returned for wrong addresses), who has unsubscribed and even if someone has filed a complaint about getting the mailing. You don't want too many of the last type, as it can get you booted out of MailChimp if they happen too often. But these reports will give you plenty of information to fine tune that mailing list until you are finally sending out newsletters and information to people who enjoy and look forward to your emails. As you can see, getting your own IT email marketing started up is easy when you use template driven software like MailChimp. Even something as simple as a monthly update to your clients or a postcard reminder if you haven't heard from them in a while can be useful. Now you are ready to start your own email marketing campaign and get those customers and potential clients loving you and the emails you send!

Tips for Creating Flat Rate IT Plans

2014-03-21T07:05:00.000+13:00

Tips for Creating Flat Rate IT Plans
One of the most important tools in any IT service businesses toolbox is their flat rate IT plan. Your clients depend upon you to solve those pesky IT service problems and they love it when you can offer them a solution that allows them to allocate a set sum for the service and forget about it. That is until they need you. But the trick with these offers is that you need to make sure it includes enough to make your client feel that this is a good idea without giving away the store.

After all, the idea behind offering your clients a flat rate IT service plan is to create a steady income stream for your business while keeping your clients happy so they renew each year. In the best of all possible worlds everyone wins. But that is true only if you take the time to craft a flat rate IT plan that serves both of you well.

Defining the User of the Service
Of course the core of each IT service plan is how many users it will cover. Not long ago this was a pretty straight-forward definition. Most users had one computer and it had Windows on it. Now you will probably see each user has three devices: a computer, a tablet and a phone, and these could easily be on shared networks or they may even remote desktop from home some of the time. They could have a variety of applications on each device and the networks can mean creating a dominoes effect if making changes to just one of them. If this sounds complex you got that one right. This means that you need to clearly define just how many devices each "user" has in your agreement.

The Changing Population of Printers
It used to be that an office had one central printer that everyone used. But since that walk of ten feet to the printer was soon seen as unproductive work time, everyone went to personal printers. Some offices still have a central photocopier/printer for each department, but no matter what they have you can be assured that the printers will need to be part of the service package and will probably become one of your biggest headaches. Be sure to note how many printers are included and if remote users have a printer, count on that adding to your service time.

Including the Basics
There are a few things that you will probably always want to include specifically in any kind of flat rate IT service plan. You should be sure to itemize these in the agreement so there is no question regarding what is and isn't included from the beginning.

Here is what you will often see included in a service plan:

Unlimited Helpdesk access during standard business hours (define charges for after hours and define what you consider standard business hours)
Proactive monitoring, issue resolution and management of the servers and desktops (you might include a mobile and/or tablet per person, see above for why)
Management of all the 3rd party vendors
Patch management (Microsoft, Java, firmware, 3rd party)
Backup monitoring and recovery testing
Business reviews at a regular basis, we suggest quarterly at a minimum
Monthly reporting in writing
Service Level Agreement

Defining Services versus Projects
Your flat rate IT service plan should not be covering anything that looks or smells like a project. Of course, this means that you will need to define what a project is in order to make them an exemption for the plan. Day to day caretaking is service, but if they are adding machines, installing new software or if what they request will take more than four hours, this is a project. Projects are always charged separately from the service plan. Also, remember that a service plan is a plan that provides service, so always clearly state that the cost of software, parts, freight and licensing is above and beyond what is covered in your service plan. What you are providing is expertise and labor.

Righting Wrongs – Acts of God and the Repairman
Sometimes something happens to your clients system that is just plain out of your control. It can be a flood that wipes out their hardware. It can be the copier repairman that made a mistake and fried their printer. Whatever the reason, if it is a third party and out of your control, then this is not covered by your agreement and it should say so in it. You can have provisions for your service to act as a project manager to ensure that everything is restored correctly, but then it is a project and billed separately.

You are Not a Mover
If the owner decides to get the latest and greatest computer system, you will of course be helping to install and setup that computer. Your expertise may even guide them on what to choose. With the pace of new technology this could easily happen more than once a year. However, you are not obliged to participate in the common office practice of computer Russian roulette when computers get swapped out down the line, based on seniority. Many service agreements will include one move per person per year, and this is a good idea. It may also prompt your client to plan these kinds of moves so that only one takes place each year. Of course, moving into a new building takes planning and is always considered a project and not part of the service agreement.

The Importance of Training
There is some debate about whether to include training as part of the service agreement. Most clients will want to be able to take care of the basics themselves, so training them initially is a great way to look good and give your clients full value. You could include a basic initial training for anything installed, and create a leave-behind document that helps them to do some of the troubleshooting themselves. In the long run, training the client means running out to service problems less often, so everyone wins.

Defining a Smart Flat Rate IT Service Plan
Offering your clients a flat rate IT plan can be a big boon to your business, if it is designed right. Offer too much on the plan and you will find you are not making a profit. No one wants that. But if you offer too little it won't be of value to your clients and so they won't be interested. The bottom line is that you know your clients and what they need. Some need lots of hand-holding but little actual innovation, others love tech, want to learn for themselves. Keeping their needs in mind while drafting the plan, using these basic guidelines as a starting point, can mean creating a flat rate IT service plan everyone is happy to implement.

Growing Your MSP Business – The Role of Salespeople

2014-03-08T19:35:00.000+13:00

Growing Your MSP Business – The Role of Salespeople
Do salespeople help grow MSP businesses? For anyone who is considering the best route to growing the managed service provider or MSP side of your IT business, the answer may be yes. A salesperson can be an important part of your growth plan. At New Zealand Computer Solutions this kind of thinking had been largely set aside. Like many IT businesses, we always considered our techs to be the best initial contact for our future customers. But we recently did a three month experiment bringing in an outside salesperson and found the experience was well worth the time, effort and cost. In fact, we will probably do it again in the future. Along the way we learned a few lessons about effectively making use of a salesperson to get the best value for your investment.

How Many Clients are Too Many?
One of the first things we saw was that bigger isn't always better. If all we wanted was a larger client list; that was easy. But the real trick is to have a list of "A+"clients. You know the kind I mean. These are the clients who value your service, follow up on your advice and understand that good service takes intensive labour but is worth every penny. These are the kind of clients who work with you year round, instead of simply calling you when something breaks down. This kind of slow growth with the right client base can be achieved with the right salesperson, but they need to understand your priorities as well as your business.

Salespeople Can Open Doors
When we started in this business 10-15 years ago, the IT business was like the Wild West. It had plenty of cowboys offering service who might have had the tech skills, but no understanding of business needs or any real people skills. That has changed, but some of the problems they brought into the industry haven't gone away. We continue to see competitors who make basic mistakes when it comes to servicing their customers. In fact, if you read our earlier blog post about this, you will quickly see why our salespeople use this weakness as a way to open doors for us. Having someone who has these business and people skills on staff is a killer combination for your business when combined with your techs computer know-how.

The Work of Turning Prospects into Clients
Although we knew that this is a laborious process and can take a lot of time, we didn't always have the time we want for courting prospects. This is where having a salesperson to follow-up and keep the connection flowing can make a real difference. Some of our best clients have come from these long standing connections, as the prospect changes from someone you just met to a company whose problems you understand and can help them to solve. To do this, you need someone with real people skills who makes staying in touch part of their job description.

The Cost of Conversion
It is never cheap to convert a prospect into a client, but when they come to you via a recommendation you can at least lower the bar. We have found that audits are one of the best tools to show a prospective client why they may need to consider changing providers. Quite often when our salespeople meet with them and go over our audits these prospects are shocked to discover their current situation. Everything from backups being non-existent or set-up incorrectly to features in their current agreements being completely ignored. Some didn't read through their agreements and were bitter about paying for services they wrongly thought were part of the agreement. We found having a spokesperson that is knowledgeable but removed from the tech, such as a salesperson, during audit reports gave us new clients that started from a place of trust. Some of our best clients have come to us as a result of this type of preparation.

Paying Techs to do Tech Work
The bottom line, of course, is always profit. Some see a salesperson as someone who doesn't contribute to the bottom line because they aren't producing a product you can sell. But the reality is you want your highly skilled techs to be spending their time doing what you hired them to do. A salesperson on your team, even just a part-time person, can free them up for this. They can help you to manage growth at a rate you are comfortable with so you don't become the MSP that never has time to care for his customer base. They can be part of the reason you can grow your MSP business at a rate that increases profit without losing that customer service edge. In the end, everyone wins with this type of salesperson on your team.

Customer Service - What Clients Want From Their MSP

2014-02-22T17:29:00.000+13:00

Customer Service - What Clients Want From Their MSP
Providing customer service means always being at the top of your game. It also means anticipating what your client needs and delivering it before they even knew they needed it. All too often we are so wrapped up in the tech side of providing our services that we forget the basics that all clients want and expect from any service provider. In the long run, being a great MSP means not only giving them great service but being there on top of their needs in all aspects, not just the technology. So while we may all dream of the latest and greatest technology to provide to our client base, these four basics will never go out of style.

Be a Great Communicator
For any customer service business it is all about communication, but not just any kind. As technology experts we have a tendency to talk in jargon amongst ourselves. However, that should never be how you communicate with your client. When you have gone into your client's site, make sure they know in clear language just what you did and how it helped. Give them enough detail so they can report to their manager and feel that they understood what you did. Make them look smart for hiring you and keep it that way with clear concise communication. Better yet – have weekly meetings to discuss your clients and how you can help them improve. Then report these findings back in a short weekly communication to them to show how proactive you are about their business.

Take Ownership of the Problem
Life isn't perfect and problems will crop up. When they do, don't get caught up in the blame game between you and the vendors. Just man up and solve the problem. Own that problem like a junk yard dog and his favourite bone, and your clients will sing your praises. Never ignore a problem because it will not only not go away but it will simply become a snarly mess that is even harder to overcome. Pounce on it the moment it rears it's ugly head and worry it down until it is resolved. Clients respect this and will feel bragging rights about the MSP they have that never stops until a problem is solved.

Always Be Honest
Be like a Boy Scout and make honesty your company policy. If you take pride in the job then it will be easy to own up to problems, only promise what you can deliver and always deliver when you say you will. Never lie and tell your client what you think they want to hear when you can't do it. If they ask for something you can't deliver, let them know and why. Everyone hates being lied to and your client will feel cheated if you do, no matter what the provocation.

Be A Trusted Adviser
The world of technology is still like the Wild West sometimes, and your clients count on you to be their native guide through it. Use your specialized knowledge and passion for technology to help them be on top of their game in their industry, whatever that is. Your relationship with your clients should be a type of partnership, where they can always trust you to help them find a solution. If they need something outside of your scope of expertise, you probably know someone else who can help. Lend them a hand, network amongst your peers and always be open to new relationships with vendors that may be helpful to your clients.

It's All About the Basics
While we all want to sell the latest and greatest to our clients, the bottom line is that great customer service is about doing what you know is right. Giving good service by communicating clearly, acting honestly and always thinking of what you are doing in terms of what your client needs is always the best approach. When you incorporate these attitudes into all aspects of your MSP business, you can't help but give superior customer service. In the end, that is all any of your clients truly want from you.

Utilizing Service Management Software for Change

2014-02-11T22:15:00.001+13:00

Utilizing Service Management Software for Change
Work is changing and nowhere is that more evident than in the use of cloud based service management software in the IT Service Industry. Today the reality is that remote work is becoming the rule instead of the exception, with cloud technology making it easier than ever before. While your own company is struggling to cope with these changes, your clients are too. So how do we all use these changes in service management software to make our companies more efficient, keep our customers comfortable with the new reality and at the same time not lose our most valuable asset, our employees, to the competition because of changes in the work environment?

Keeping Your Employees
One of the key aspects of these changes is that the workforce is becoming more fluid. A recent survey by Computer Weekly showed that in the last 12 months at least a third of the technology workforce had changed jobs. Clients build personal relationships with key personnel and so if your clients see a constant change of who they interact with in your company, they will see it as a sign that you are not thriving as a business. But how do you keep your best workers happy?

While almost three quarters of those surveyed said they felt the best way to move up in their job was to move to another employer, having innovative and challenging work was still the best way to keep them with their present company. In fact while the majority of those interviewed said they were happy with their job, 80% admitted they were looking around anyway. If you want to keep the best and brightest working at your company, you need to give them interesting challenging work.

Women in Technology
While women are still vastly under-represented in the technology sector, that is changing. This is a good thing since more women are moving into the decision making levels at many companies and this is especially true in technology companies. As more women move into these important roles, having a company that is well represented by both genders can be a winning strategy.

Remote Work and The Cloud
Another aspect that is gaining a bigger foothold in all businesses but especially in the IT service sector is the emergence of a remote workforce. The development of service management software has made it easier than ever to have your field techs out of the office and working remotely on an almost permanent basis. Dell recently announced their goal of having half their workforce working remotely by 2020, and that is just the beginning. But while you are making these changes, be sure that your employees aren't left feeling excluded and neglected. Here are four important aspects to watch for:

Work Environment – Make sure it is safe by walking through the process with them. Talk about having the right equipment, acting safely and that they are setup properly in their remote environment for a safe workplace.

Insurance – If you have employees who work from home, know that their home insurance does not cover a home office. You can have your own insurance company include them in the coverage.

Security – Sensitive documents that have client information on them may be shredded at the office, but what happens at your employee's home office? Discuss with them to be sure they understand that the same level of security needs to be done at home.

The Right Tools – Don't count on your employees to come up with the tools they need from home. The right computers, the right tech equipment even simple office supplies should be covered from the office, not their home. Just as in your own office, making sure they have the right service management software will ensure the job is done right for your clients as well.

Schedule Team Time – Don't leave it to chance. Have regularly scheduled times for the entire team to get together, even if remotely through applications. A weekly meeting will keep everyone on the same page and help remote workers not feel disconnected. At the same time, be sure to check in on an informal basis with all your remote workers regularly to keep communication open.

Training – This is such a big part of keeping technology based businesses like ours current, so don't leave your remote workers out of the loop. If you are bringing in new equipment, show them how to use it too. It is all about being inclusive across the board.

Service Management Software – With desktop remote applications like the EzPSA dashboard, your workforce stays on top of everything your clients need, whether they are in the office at their remote home office or out in the field.

The cloud has given us some incredible tools to stay connected in ways we never imagined. With remote work becoming more common than ever, using service management software like the EzPSA dashboard can make remote workers connected, secure and best of all efficient. And while you are planning your next office party don't forget to invite your remote workers as well as your clients. It's a brave new world and with some preparation, awareness and utilizing service management software to keep us connected, we are all counting on being a part of it.

When Things Go Wrong – Lessons in Customer Support

2014-02-06T10:01:00.000+13:00

When Things Go Wrong – Lessons in Customer Support
We all like to think that our business has a great relationship with our customers. We value our customers and they know it. We strive to do our best, own up when we don't achieve what we set out to do and be honest with our customers so they feel they are valued and received good service. But sometimes things happen. If for any reason someone in your organization has managed to alienate a customer or potential customer, do you know what to do to handle the situation correctly? The right tone in a letter can make the difference. Research has shown that when a complaint is resolved in the customer's favor, 70% of them will return as a customer. Even if you don't bring them back to the fold, you may convince them to not bad mouth your business across the web. But first, you need to know what should and shouldn't be in that all important letter.

Always Apologize First
You letter should start and end with an apology. It is the least you can say, and it should make it clear that you take responsibility for the matter. Here is an example of what JetBlue had to say recently in a letter regarding a major service mishap:

"Last week was the worst operational week in JetBlues seven year history...Words cannot express how truly sorry we are."

Always begin with that apology and the rest of the letter will be much easier to write.

Empathize and Acknowledge Their Pain
You must acknowledge that whatever else, your customer has been put in a bad situation. This is vital to the possibility of re-establishing a rapport with this customer. The first step to rebuilding the trust you have lost is to acknowledge the situation you have put that customer in. Something along the lines of

"I realize how frustrating it must have been to not have our software work for you as you intended."

Always keep in mind that you want to express an ability to understand and appreciate that this incident has caused problems for them that you intend to fix.

Give the Customer an Explanation of What Happened
This is often overlooked. When you take the time to explain to the customer where things went wrong, instead of just throwing your hands in the air mentally, they will begin down the path to trusting you again. It can be as simple as saying,

"Thank you for advising us about (xx). Customers who let us know when things aren't right are always appreciated. Here is what we think went wrong..."

When a customer sees that you have taken the time to find out what went wrong, they will see that you are actually listening to them.

Solve the Problem
If you can, you should propose what can be done to solve the problem immediately. If it will take a number of steps, explain each step to the customer so that they know what they should expect and what will happen next. It can be as simple as offering to replace software that didn't work with one that will or perhaps offering to not only resolve the problem but offer an incentive to return such as a discount for the next time they use your service.

Thank Them for Their Business and Invite Them Back
Always end your letter on a positive note. Thank them for their patience or end with an apology that turns into an invitation to continue the relationship. Here is the end of the letter from JetBlue that we referenced earlier:

"You deserved better – a lot better – from us last week and we let you down. Nothing is more important than regaining your trust and all of us here hope you will give us the opportunity once again to welcome you on-board..."

Admitting it was your fault and then opening the door for them to return is always the best policy. Ending with this means it is the last thing they remember from the letter and will have the most lasting impression on them.

Plan Ahead
Things happen in any business that we can't foresee or control. That is why you should have a written guide for handling all complaints, of any nature. When you plan ahead on how to respond it will save you from sending out an embarrassing letter that responds emotionally to an already difficult situation. Follow these five steps and you will find you just may be able to save that vital relationship with a valued customer when the next complaint hits your desk.

Management Tips for Today's Service Business

2014-01-30T19:54:00.000+13:00

Management Tips for Today's Service Business
In any service business, but especially in a business like IT Service, having a clear role between management and your service professionals can be crucial to that company's success. Many of these types of companies began as small “garage -based” businesses that then grew as the industry grew. For management, sometimes finding the right way to encourage and stimulate the professional in their company can be intimidating. But although in the IT Service Industry management and service professional may work together to better serve their client base, the roles themselves are very different. Here are a few tips taken from David Maister's True Professionalism that may shed some light on this. I highly recommend reading this book if any of this rings true for your situation.

Management Provides Purpose
One of the biggest roles of management is to define the purpose of the organization. When a true leader gives shape and substance to this, you will find that your service professionals will find their own roles that much quicker. It is also important because it helps a service professional decide if the company goals suite their own goals. When a company articulates its purpose and a service professional can see how that purpose dove-tails with their ideal company, true teamwork begins.

Management Provides Guidance
Everyone in business wants to define their own passion, the core item that drives them on to succeed. For many in a service industry such as IT support, that passion can be guided and helped to grow if the management fulfills their role. When times are tough they give encouragement. When pathways chosen aren't working they suggest alternatives. Good management values its professionals and helps them to succeed.

Management Provides Feedback
Many companies have begun to integrate the concept of a “360 feedback system” that allows each member of the team to provide feedback and give encouragement. When management leads the way by providing positive and helpful feedback that actually is honest without politics or personal grudges, a team can take that information and grow.

Management Creates Community
In business you create your community when management communicates a clear picture of what the common standards are that everyone agrees upon. These standards are what bind the company together, delineate what differentiates them from other companies and gives everyone a sense of belonging. It allows everyone in the company to have a sense of pride in what they achieve and a sure knowledge of what is expected of them. Taking all of these together you begin to get a picture of where management can provide guidance and be the leader the company needs to thrive. Service industries depend on the individual service professional to project the company to every client they serve. When the management gives their service professionals a clear picture of what they expect and reward meeting those expectations, a team emerges that is unbeatable.