Last year I reached out to over 100 small businesses and conducted the following research.
I wanted to understand why companies left their current IT provider.
I asked the following questions.
Why are you looking to leave your current IT company?
What is your biggest challenge with your current IT company?
What is your single biggest frustration with your current IT company?
What was interesting was that the more and more people I interviewed.
The more I started noticing a pattern.
They almost all said the same things.
Now I know that two points don’t make a line.
And so, as each consecutive person said the same thing it was quite eye opening.
It didn’t matter the size of the business, how much money they made or what industry they were in.
They all said the same thing.
And that was - that their biggest frustration with their IT company came when they needed a new computer installed.
It didn’t matter whether it was a Mac or a PC.
When their IT company botched a computer install they felt it.
The second big find was that in almost every case when business made the decision to leave their current IT company - It was based on their experience of that computer install gone wrong.
It was an amazing find.
This one failed act was the catalyst for the decision to leave.
This one poor service experience eroded confidence in the current provider.
And added to other service shortcomings set the stage for a break-up.
What’s sad is that this is one thing that an IT company should be able to do without a hitch.
But apparently it’s not.
To be fair - this situation occurs whether you outsource your IT or whether you have somebody internally who works on your computers.
To sum it up.
The top 3 reasons people ditch their IT company are:
- Their IT company is not responsive.
- Their IT company does not provide timely service.
And last but not least…
- Their IT company does not get the job done right the first time.
Jacking up a computer install goes under #3.
Not doing the job right the first time.
And now we know it’s also a catalyst that signals the end of the relationship.
It’s interesting how when you ask a few simple questions you get the truth.