FC Member Blog

IT Services Contract Secrets for Managing Client Expectations

BY Joshua Feinberg | 01-14-2009 | 9:26 PM

This blog is written by a member of our blogging community and expresses that member's views alone.

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If you’re just getting started with your IT services contract program, you may wonder, “How can I live up to the promises I’m offering long-term clients?”
Many IT consultants feel overwhelmed in the beginning and wonder how they can keep relationships strong, and really deliver on the benefits that come along with offering sophisticated IT business solutions. As an example, let's say you have eight IT services contract clients that are going to bring your company at least $165,000 in annual recurring services revenue. How can you make sure you can really meet and exceed their expectations when you are a very small firm?

The following 3 tips can help minimize risk and ensure you can stay true to all you are promising.

Build Your Confidence by Planning Ahead. The best way to manage your IT services contract relationships is to figure out exactly what you can do today and throughout the course of the year. Inventory your services and skills. Then look at what your competitors offer. Where are the gaps? Which of your services would be most useful to a small business with a real network and advanced IT needs? A well-planned IT services contract business program is one that takes into account not only what you can offer. But it also takes in account what you can offer that no one else in your area is offering. In other words, create valuable services that address your competitors’ deficiencies.
Build Your Confidence by Gaining Real Experience. As you start to offer IT service contracts, go slowly until you build up your confidence level. Confidence will not come from excessive technology training or from reading a report or preparing a well thought-out contract template. You only get experience when you just dive in and start selling contracts and providing long-term solutions to small business clients. Ease into larger accounts by starting small. Don’t turn down a large opportunity if it falls in your lap. But know that the best way to start is to go with accounts that are on the small side, but can still afford your premium services.
Remember That Certifications Are Not Vital. Most small businesses do not have formal in-house IT departments. They are also typically a few years behind the curve when it comes to technology. This means you and your technicians don’t need to have advanced certifications or skills on brand-new software versions. In fact, your clients will probably see advanced skills as an unnecessary quality that makes them feel they are paying you too much to fulfill their simple IT needs. Imagine going to a cardiothoracic surgeon just to get your blood pressure checked. In terms of which certifications you will need to feel confident about your IT services contract program, a basic MCP credential (Microsoft Certified Professional) or something equivalent is usually sufficient.

In this article, we discussed 3 tips to help you deliver on promises you offer as part of your IT services contract. Learn more about how you can attract great, steady, high-paying clients for your IT services contract program now at http://www.ITServiceContractSecrets.com

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