Small Business Computer Consulting

Internet policies are a mainstay at most workplaces today.  The opportunity to misuse and abuse Internet access privileges at work make it necessary to have an Internet policy.  As an IT consultant you certainly don’t want to give legal advice to your clients, however, you can provide extra value by helping your clients devise an Internet policy.

With your expert help, by the time your clients approach their attorneys to review their proposed Internet policy, they will already know the basic behaviors that should be explicitly allowed and prohibited.

An Internet policy is an extremely important tool for communicating expectations of both proper and improper use of IT resources. While the following points do not substitute for sound legal advice, they will help you get your clients’ thoughts organized, so that they can develop a comprehensive and appropriate Internet policy for their business.  

Internet Policy Considerations

• Monitoring/surveillance — List what kinds of activities will be monitored, how often the monitoring will take place, who is responsible for the monitoring and the procedures for how violations will be communicated to administrative officials.

• Notification — To prevent invasion of privacy claims, regardless of their merit, discuss how employees and managers are initially notified of the Internet usage policy, how this notification is formalized or documented, and how users are subsequently reminded of the Internet usage policy.

• Think about implementing a pop-up disclaimer that’s displayed during each user’s logon, which reinforces that usage is subject to the policy on acceptable Internet usage.

• Expectation of no privacy – Detail how users should have no expectation of privacy, both internally and externally, and how activities are traceable. Compare e-mail to sending a postcard through postal mail.

• Deleted e-mail retention – Describe how e-mail is archived and the length of time that deleted e-mail is retained.

• Ownership – Inform users that the company, not the individual, owns both the physical Internet access assets (routers, bandwidth, firewalls, e-mail and proxy servers) and information stored in all systems.

• Protection of intellectual property – Itemize any specific kinds of intellectual property, trade secrets, research lists, formulas or related data that cannot be sent out through company-owned Internet access resources.

Bottom Line on Internet Policies
While you and your clients certainly don’t want to give employees the eerie feeling that “Big Brother is watching”, it’s important to have a concise, clearly defined Internet usage policy that’s both free of technical and legal jargon. Give concrete examples of do’s and don’ts, in an effort to stave off any perception of ambiguity. Then consider following up this Internet policy with training sessions and reminders at related meetings.

In this article, you’ve been introduced to Internet Policies. To learn more about how you can improve your knowledge about Internet Policies, just click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business. 

LAN networks allow clients to deliver high-speed web access and e-mail on each PC.  This is a critical capability yet one that is not widely practiced in many small businesses.  

With Fortune 1000 companies, offering Internet access through the LAN network is as necessary as a telephone dial tone. Small businesses have lagged tremendously behind in having access to LAN network based Web browsing and e-mail.

Once your small business networking solutions are in place, your clients may benefit greatly from a LAN network based Internet access upgrade.  Initially, your small business clients will probably think they’re being well served by low-budget standalone dial-up e-mail. However, as our economy becomes more information and technology-centric, email and Internet access are becoming more and more mission critical to businesses.  

It is crucial that you impart the importance for each PC user to have his/her own high-speed, LAN network based, centrally managed Web browsing and e-mail access right on his/her own PC. Here is a succinct way for you to explain the many benefits of delivering high-speed Internet access over a LAN network.

• Increased Employee Productivity – no need to walk down the hall and wait until a PC is available.

• Increased Privacy – LAN networks deliver Internet direct to the user’s PC so everyone has a secure, private way to send and receive internal and external e-mail.

• Bigger Pipe at a Lower Cost per Seat – networks are cost justified because they spread resources and fixed costs over many users.  The same is true for LAN network based Internet because the client spreads the cost of more bandwidth.  

• Dial-up ISP Accounts Are Often More Expensive – small business owners may “think” this low-budget approach “works,” but in reality the standalone approach is almost always more expensive than it appears on the surface.

• Lower Support Costs – in a 25-user small business network, is it less costly to support one server providing LAN network based Internet access, or 25 PCs with 25 modems?  

• Greater Control over External Threats and Internal Misuse – here again, does the business want to worry about securing a single modem (or router) with LAN network based shared Internet access, or 25 modems on individual end user PCs without firewall software?

Bottom Line on LAN Networks
By highlighting the above points you should be able to quickly and easily sell your small business clients on the economic benefits of providing Internet access via a LAN network. It usually makes the most economic sense and in our technologically based world it is almost a necessity to deliver the Internet and email using a LAN network.

In this article, you’ve been introduced to LAN Networks. To learn more about how you can improve your knowledge about LAN Networks, just click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business. 

Computer gurus are a necessary fixture for a successful client relationship. Your initial reaction may be that having an on-site computer guru will take money out of your pocket.  In fact, the computer guru’s presence will help to increase your profits in the long run.  

When the computers and servers work well and do what they are supposed to, everyone is happy.  Whether the computer guru fixed the problem or it was large enough that you needed to be called in, the perception is the same:  having your services benefits the company.  

So why do these sweet spot businesses need a computer guru in the first place?  They face a unique IT dilemma. These offices are often too small to justify on-site IT headcount, but yet are large enough to have major computer support headaches.

Even without an on-site IT group, in addition to a “real” job someone takes on the role of internal computer guru.  This is the person everybody instinctively yells for when the laser printer jams, the database locks up, or toolbars and files disappear.

The internal computer guru, often an office manager or administrator, gets stuck with the company’s PC problems.  They often have had no formal training and this is where your services come in.  By offering a few hours of highly focused training, you can often do wonders to transform the internal computer guru into a highly effective, on-site systems administrator.

The client enjoys a more immediate response to IT problems at the site and, when executed properly, this training will turn the internal computer guru into a fabulous ally that becomes an extension of your overall computer support solution.

Bottom Line on Computer Gurus
Computer gurus are your friends.  They are not competition and they will not cause you to lose revenue.  What the computer guru will do is make you look good.  The more support and training you can give the clients’ computer gurus, the better.

In this article, you’ve been introduced to Computer Gurus. To learn more about how you can improve your knowledge about Computer Gurus, just click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business.

IT project management will likely become a common aspect of your computer consulting business.  In order to be effective at IT project management there are some things you need to know about the role and the responsibilities.

As your client’s virtual CIO, responsible for IT project management, you have the ultimate responsibility for delivering the completed project on-time and on-budget. But there are always things that can go wrong, which of course is part of the reason that you get paid the “big bucks”. This is also why excellent IT project management skills are critical to your business success.

IT Project Management Facts

• Projects live and die based on the execution of simple administrative details. You can’t get so involved in the actual IT work that you forget about the more mundane aspects of IT project management.

• Smooth upgrades don’t just happen by accident. Major system changes require several weeks, in some cases even months, of advanced planning and meticulous attention to dozens of interrelated details.

• Sweet spot clients will look to their computer consultant to step up to the plate for their IT project management needs.  

• No matter how many times you meet with your small business clients before a major installation or upgrade, a few “oh, by the ways” are bound to come up during the project. Efficient, assertive IT project management skills will help you respond to these unplanned changes as mere speed-bumps, while still delivering on-time and on, or under-budget.

• Regardless of whether you’re managing an upgrade to a new version of Microsoft Windows, Microsoft Office, a contact management program, an accounting application or even a new fleet of notebook computers, system upgrades rarely go as smooth as you’d like.

• Seasoned small business computer consultants, in the role of virtual CIO and responsible for IT project management, learn to spot and address potential problems before they evolve into major catastrophes.

Bottom Line on IT Project Management
As a computer consultant you need to have superb skills in IT project management.  This type of work will become very common for you as you add more and more long-term, sweet-spot clients.  Be aware of, and learn about, the issues related to IT project management and deliver stellar service all the time.  

In this article, you’ve been introduced to IT Project Management. To learn more about how you can improve your knowledge about IT Project Management, just click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business. 

Profitability is what will determine whether your business succeeds or fails.  There are many ways to manage and track your profitability.  Here are 6 great tips we have gathered that help us maximize our profitability.

• Don’t resell products.  Don’t get involved with reselling products unless you have a decent profit margin; generally in the neighborhood of 25 to 35 percent.  Any less, and the time and money spent managing the retail system will cut into your profitability significantly.

• Bill clients for all of your time.  You are running a business, not charity.  If you do choose to write off a few hours, record them on the invoice but credit the client back.  Use a line item reversal and indicate why you’re crediting it back as courtesy hours. Don’t do this too often though, or your profitability will suffer.

• Never turn down an agent or referral fee unless it’s a real conflict of interest.  All these passive income trickles can really add up at the end of the year and contribute to your overall profitability.  

• Be relentless about slashing expenses.  Just about everything you spend your time or money on should make you more productive and more profitable.  If your expenses aren’t making you more productive or improving your revenue and profitability, consider whether you really need them or not.  

• If you’re going to be using credit cards for your business, and you probably will be, get ones with low interest rates.  If you’re going to be carrying any business-related debt, try to get cards that have some kind of bonus attached to them.  

• Switch between a money market account and your non-interest-bearing checking accounts.  As your business grows and you start carrying more substantial account balances during the year, float your funds back and forth between interest-bearing investments.  A couple thousand dollars a year in interest income can go a long way toward paying for some of your overhead items and improving profitability.  

Bottom Line on Profitability
A profitable business is a sustainable business.  Look at all of your business processes in terms of profitability and determine what you need to do more of and what you need to cut out completely.  Always be on the lookout for ways and means to improve your bottom line.

In this article, you’ve been introduced to Profitability. To learn more about how you can improve your knowledge about Profitability, just click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business.

IT problems are often what throws your project off track.  This in turn has the potential to negatively impact your client relationships.  Here are some ideas for mitigating the impact on your client when you encounter IT problems.

Common IT Problems and Client Management
Communication is the key to lessening the impact of your IT problems.  Typically the IT problems you will encounter come in four categories:

• Skills
• Deadline
• Compatibility
• Data Loss

If the IT problem is a skills issue:

• Offer to locate an expert for the client.  
• Obtain approval for an hour or two of exploratory work to better define the IT problem.  
• Stall for a day or two, if you have to, and tell the client that you have an IT problem that you’d like to consult with other people on.

If the IT problem is a deadline issue:

• When clients have a rush job, or they are pushing to get a project done faster than your comfort level, you need to be upfront about the issues you face because of it.
• Give them options to solve a deadline related IT problem:  tell them additional help will cost $X or we can do it in-house by such and such a date.  
• Allow the client be in control of the solution decision.  

If the IT problem is a compatibility issue:

• Get approval for a couple of hours of lab piloting or testing.  This gives you time to figure out what the root of the IT problem is.  
• Include a clause in your service agreements whereby clients agree to a reasonable amount of testing for any IT problems related to non-standard applications you are required to support.

If the IT problem is a data-loss issue:

• A proactive way to address this type of IT problem is to simply have a policy where you do not do in-place upgrades.  Tell your clients up front that this is your policy.
• Try not to install things on top of each other.  
• Insist on parallel installation and perform some kind of staging whenever you can.
• Always do tests.
• Don’t assume the backups are working.

Bottom Line on IT Problems
Communication is the key to solving IT problems.  Your relationship management will be greatly enhanced when you keep your clients informed.  As long as you give the client sufficient notice and as much information as you can, the IT problems you encounter should be smoothed out with little effect on the client.

In this article, you’ve been introduced to IT Problems. To learn more about how you can improve your knowledge about IT Problems, just click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business.

Excellent customer service is a goal you should strive for every day.  The companies that survive the longest are the ones with a reputation for delivering excellent customer service.  It is not that hard to do.  In fact most of the tips here are common sense approaches.

Delivering Excellent Customer Service

• Think of your long-term clients as your extended business family.  The relationship you have with clients is much like those you have with family members or friends.  The ways you stay on good terms with these people are the same things you need to keep in mind for delivering excellent customer service.

• Under promise, over deliver, and anticipate client needs even when they don’t expressly tell you them.  

• Document your work and put together little checklists and cheat sheets for your clients.  These items are small, easy and low cost methods for providing excellent customer service.

• If you’re working on the systems, and the decision-maker or the guru happens to be out of the office, leave him or her a summary note of what you did.  Invite them to call you if they have any problems or questions.  The two or three minutes you spend jotting something down on a post-it and leaving it stuck to their phone, can make all the difference in the world in terms of delivering ordinary versus excellent customer service.  

• After any major upgrade, make a follow up phone call, or even better, make a courtesy visit.  This shows you care about your client – delivering excellent customer requires much more than just getting in, and getting out.  

• Excellent customer service is not always demonstrated in your actual service.  Every once in a while, show up with a box of cookies, donuts, bagels or something like that.  If you do it for no special reason, the impact is even greater.

Bottom Line on Excellent Customer Service
Delivering excellent customer service is not difficult.  Spending a little bit more time is usually what makes the difference between expected customer service and excellent customer service.  

In this article, you’ve been introduced to Excellent Customer Service. To learn more about how you can improve your knowledge about Excellent Customer Service, just click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business.

Customer expectations are fickle.  There are a few key issues you need to be aware of in order to maintain good control of your customer’s expectations.

Avoid cost overruns at all costs.
The surest way to deplete customer expectation is to surprise them with increased costs.  The only surprises related to money should be if costs come in under budget.  

Avoid underestimating.
Your client’s expectations are built based on their experiences with you.  If you come in underestimating your costs for every budget, soon your clients will expect to pay less than your original quote.  This is not the kind of customer expectation you want to foster.  

Try to be on time as often as humanly possible.  
Lateness is a common deal breaker when it comes to customer expectation.  If there’s even a chance you’re going to be late or need to reschedule, call ahead of time.  In a client’s mind, when you’re talking about exceeding customer expectations, there is no such thing as over communicating.  The worst thing you can do is get yourself in a situation where your client feels they have to manage you.  You don’t need a boss, you need a client.  

Stay on top of deadlines.
Just like being physically late, missing deadlines is a strict no-no when it comes to exceeding customer expectations.  To score high points in customer expectation, you need to be professional at all times.  This means completing your obligations as you said you would.

Bottom Line on Customer Expectations
Managing customer expectations is an important function as a computer consultant. The most important thing you need to remember, is that your clients expect you to deliver superior service at all times and in all ways. Issues related to cost and time are high on the list of things that will determine how well you manage your customer’s expectations.    

In this article, you’ve been introduced to Customer Expectations. To learn more about how you can improve your knowledge about Customer Expectations, just click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business.

Subcontractors are often called upon by IT consultants to carry out work that they themselves don’t specialize in.  Finding the right people to work with, and making sure they don’t steal your clients are two important issues surrounding hiring subcontractors.

Where Do You Find Subcontractors?
The best way to find subcontractors is to meet them coincidentally through a client account. This way you have an opportunity to meet and work with them first, before there is any pressure of committing to a subcontractor relationship.    

As part of your business planning process you should determine the services you will offer.  For each relevant service you decide not to offer, you should identify a quality niche technology provider who does.  This way, you can be prepared to discuss a subcontractor relationship if you happen to run into one of them at networking events, channel events, training classes, etc…

Keep your antennas up all the time, and ask people you meet whether they have had a good experience with any niche technology providers that may be potential subcontractors.

The one method of sourcing subcontractors that we don’t recommend is using a third party IT employment service company.  Any face to face or referral type of meeting is preferable to third-party sources. You have little control when hiring a subcontractor this way.

Bottom Line on Subcontractors
Finding a subcontractor should not be too difficult if you are doing a good job of networking.  Use all your sources and resources to seek out niche technology providers who are good potential subcontractors.  By finding quality subcontractors you will be able to improve the level and scope of service your provide to your clients.

In this article, you’ve been introduced to Subcontractors. To learn more about how you can improve your knowledge about Subcontractors, just click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business.