How to Hire an IT Consultant

The Big Secrets: Want to know the big secret about how to hire an IT consultant?  Here it is:  Everybody can fix computers.  It’s true.  Anyone with the slightest talent for technology can be trained as a competent IT technician.

Lean in a little bit and I’ll let you in on big secret number two.  Ready?  All IT companies can fix computer problems equally as well.  Unless you are in the 0.5% of all companies out there that truly have a unique computer problem no one has seen, all tech support vendors will be able to fix your problems.

What does this mean for you?  When you are comparing IT companies to hire, don’t listen to them tell you they will fix your problems better than the competitor or your current vendor.  True, there are some actually bad and unskilled tech support providers out there, but you won’t be able pick them out of the crowd.  Just assume that when you call up any IT company with problem x, they will all be able to fix it.

Learn How to Hire an IT Consultant

The Real Differentiators: There are really only 3 ways that IT support companies differ from each other, which you should take into consideration when deciding how to hire an IT consultant:

  1. How they treat you: How they treat you is crucial. You don’t want to rely on Nick Burns to fix your computers.  Ask to call in to the tech support desk on a test call to see how they are.  Ask about their mission and company values and how they attract good people.  A tech consulting company’s hiring process will tell you a lot about the friendliness of the staff.
  2. How they ensure all their clients get good results: References from current clients are great, but has everyone ever given you a bad reference?  No.  The question is not whether they have some happy customers.  The question is how do they ensure their entire client base receives the same results as their favorite clients and references.  “We’re really good,” isn’t a good enough answer.  If they don’t have clearly defined processes and systems in place to ensure these results, they can’t guarantee them across the board.
  3. Knowledge and skill of employees:  As big as this one sounds, it is the least important of all differentiators.  What happens when the genius that used to take care of you gets hired by Google?  Who will replace him?  If that question worries you, then go back to #2 and ask that question again.

So don’t let the sales guy tell you that they can fix computers better than the other guys because they have smart employees, they’ve been doing it a long time, and they’ll assign you the best tech.  This is a recipe for disaster. Similarly, if you are unhappy with the tech consulting company you currently employ, “we will do better” isn’t a very good response when you ask them about the problem.  If they could really do better, why haven’t they already?

What To Ask An IT Company – Before You Pay

Here are some other questions to keep in mind when interviewing an IT support company, in no particular order.

  • Do you track your support metrics? Will you share averages with us?  This is a great way to compare claims of competence against competitors.  IT is a very measurable industry.  If they aren’t tracking these metrics, how can they know how to improve?
  • Do you use automatic remote monitoring tools? I hate asking this because it should be universal.  If they say no, run away.
  • Aside from installing a few tools, what do you do that is really proactive? If they claim to provide proactive tech support, make them back up their claims.
  • Let’s just assume you can fix my problems after they occur.  How are you going to keep them from happening in the first place?  Same as the last question, stated a different way.
  • What will you do to get to know us specifically as a client and how our business works? Even if they have a lot of clients, they should be able to give you advice and guidance customized for your particular needs.  Make sure they know how to do this.
  • Do you have a technology steering process?  You want to know your technology will be kept up to date, but you also don’t want to be “sold” on the latest fad.  Make sure they have a well defined, intentional way of providing solid advice. Will they steer your technology over time.
  • Are there multiple plans to select from? If so, are some missing key ingredients? This is a red flag of an inferior level of service.  Saving the money isn’t worth it, and neither is working with an IT support company that is willing to offer such a service to its customers.
  • Are they significantly less expensive than others? This is another red flag.  It costs a certain amount of money to provide quality IT support.  If some companies are significantly less than others, then they are not offering the same service. Or they are cutting corners somewhere.

What To Do Next

If you are unsure about how to proceed with an tech consulting company interview, please get in touch with us.  Yes, we understand how self serving it sounds to ask an IT company how to hire an IT consultant, but take a look at our mission and values.  We aren’t just in the business of technology consulting, we’re in the business of making people’s lives better.  If we can help out with some advice or to provide an honest counter proposal, we would be happy to do so.