Some business leaders are okay with that, like my current customers, others, not so much so, as they consider it a risk, in that I can’t provide additional support. But, I don’t resell any hardware or software (at least not yet, and don’t so that happening in the foreseeable future), so there is little to support. What I do instead is evaluate and recommend hardware or software for purchase, and work to ensure that it’s implemented to meet the objectives, whether I do the implementation, or work with other vendors.

Because I work alone, I cannot provide extended support beyond the project life. But what I do is work closely with the in-house team to pass on the knowledge of how the systems work, and how to maintain and operate them. I do this using a combination of hands on training during the implementation, and documentation when the project is completed. Sometimes there are a few calls afterwards, but it dies down soon enough once the team is comfortable with the new systems.

In my experience, my clients, and their team, love this approach, as they get to learn new technologies, and new ways of doing things. And what’s more, is that the business benefits, because as they staff learns, the business itself grows, as the staff is more capable than before.

Many consultants don’t like this approach as they believe that it gives away their intellectual property, and prefer to have support contracts instead. I like to think that I’m expanding my expertise. If my clients know as much as I do, then I better keep learning to keep providing value. Keeping a client ignorant is not providing value, and instead diminishes the relationship that you may have.

Some businesses want to have consultants that they can call at any time and get support, and that’s fine, but that’s not what I do. I often take calls from my current clients in cases of emergency or when they are looking for some advice, as I know how difficult working within IT can be sometimes; however, I cannot guarantee that that can always happen. And if a prospect can’t accept that, then it means that we can’t do business together; there are many other consultants out there who can service you.

However, if you want expert advice, quality work, and staff that will develop to support your growing business, then give me a call and let’s talk.

Original article: And what works instead.'">Why I don’t do support contracts And what works instead.

©2025 Interxect Services Limited. All Rights Reserved.

This incident reminded me of something similar that I witnessed during the Christmas season when I was shopping for some presents for my children in a toy store. While browsing I overheard a customer asking two sales clerks to see an item on one of the higher shelves. One of the clerks told the customer, “I’m not seeing any of the fellas around. Check the other aisle to see if you see any of the boys and ask them to get it for you.” The customer then said, “You want me to find the boy?” and the clerk said yes. The customer said thanks and promptly left the store. The sales clerks started the laugh and one said, “Well that’s her loss!”

The above two examples show a failure of where a small step wouldn’t have caused major satisfaction, but not taking that step caused major dissatisfaction. In fact in the second example the store lost a possible sale, and worst, the clerks thought that it was the customer who lost. No! It was the store that lost, and perhaps your jobs might be next.

We might look at these examples and relate to it, but how many times within our own businesses we are guilty of these same missteps? We don’t follow up with the customer. We don’t deliver when we say we will deliver. We don’t pass a simple message on to someone when asked to. Even when providing service to our own co-workers.

We must all be cognizant that we are in the business of providing service and must do so to the best and greatest of our ability. And sometimes doing the best and greatest is simply to take that one step that others wouldn’t.

Original article: Bad service has more to do with what you don't do.'">A Culture of Service Bad service has more to do with what you don't do.

©2025 Interxect Services Limited. All Rights Reserved.