Taking The Pain Out Of Computer Repair

In a time when computers have become almost as essential to business operations as the electricity that keeps the lights on, the importance of maintaining a company's entire technology infrastructure is a higher priority than ever before. Today it’s easy to find technicians and businesses that have the basic knowledge needed to resolve "typical" computer repair issues but is that enough? With advancements in technology happening every single day, it can be hard to know where to turn to find a trustworthy expert. Small and medium businesses who are choosing their support provider must ask themselves whether they want proactive IT management or reactive repairs provided by traditional "computer repair" shops.

The Trouble With The "Computer Repair Guy"

bad-tech-supportThe fact is, you're not having trouble with the computer repair guy, you're having trouble with what's known in our industry as a break/fix or fee-for-service model. Small busineses are often trying to save on expenses as much as possible, so they opt for the guy who says he does "computer repair". These technicians make their money after problems have already surfaced. Instead of preventing problems and avoiding service calls, they benefit from frequent emergency calls. True, they are genuinely worried about their clients but in many cases their business model is one of the causes of their clients' need for computer repair.

For some of these providers, computer repair can become about making money and looking good based on failure. They may decide to perform high-risk work in the middle of the day, omit proper planning on IT projects, and might even fail to maintain up-to-date antivirus software. Why? Because this behavior can lead to more business and more “hero” moments.

Unfortunately for the client, budgeting for the computer repair guy's break-fix model is extremely difficult because there’s no way to know when something will break. Your business experiences longer downtimes because the technician is not familiar with your company’s systems. There’s also not a lot of incentive for him to repair your systems properly because if he does a great job there aren’t as many chances for the system to break down again, which means fewer calls and less profit. Many businesses that opt for simple computer repair over proactive maintenance end up spending much more on their annual IT costs. The break-fix method is a reactive model that will end up costing your business more in the long run.

The Trouble With The "Tech-Savvy Employee"

Having a tech-savvy employee isn't necessarily the answer either. What’s unfortunate about this approach is that if you rely on an employee to fix your devices you’re pulling them away from their normal duties. This is an especially painful interruption if the tech-savvy employee is normally a profit-generating member of your staff. Now you're not only losing money on the downtime, you're paying two employees to unproductively share devices, paying a third tech-savvy employee to work on the issue, and then you might still have to pay for outsourced computer repair to resolve the issue if your employees can't figure it out.

Our technicians are constantly keeping up with the latest trends in the IT industry and what new security threats are on the horizon. A huge focus for us is keeping up to date with industry trends to allow us to better assist customers in the short and long term. Your employees don’t have time for that in addition to their regular duties. As a business, you have to tie revenue to expense, cash out to cash in and taking employees off their regular duties or struggling under the high overhead of a full-time IT manager just doesn’t make sense.

What's The Benefit To Managed Services?

One way we often explain proactive maintenance is to compare it to a car. You don’t drive your car until it dies before deciding to have a look under the hood. You get your oil changed, you rotate your tires, you replace pads and filters and hoses. Just like you perform maintenance on your car, you should actively take care of your IT systems or you’ll be in a situation where things pile up. In the same way that a small ticking sound while your car idles may result in damage that freezes your engine, a soft ticking sound in your computer could signify a looming hardware failure that corrupts or deletes files for your company’s entire financial history.

The services we provide offer more secure, stable and efficient results and more predictable costs than traditional computer repair companies. While we offer all of the same computer repair services and sell hardware and software, these services do not make up a significant amount of our revenue. On the contrary, we profit by doing more real problem remediation up front and then utilizing tools, people and processes to prevent future problems.

Unlike the computer repair guy, we profit by keeping our clients’ systems healthy rather than allowing problems to exist and fixing system failures. We measure our success by preventing catastrophe. Incidents such as system or network outages and malware infections are viewed as a failure of IT management, not celebrated as profit opportunities. Of course, we can’t prevent every problem-- no one can promise that-- but we genuinely strive to ensure that we’re not profiting from our clients’ hardships.

Still Undecided About Computer Repair?


In many cases, break-fix clients may have been able to avoid their problems altogether but they didn’t do it because they believed '$0' was a reasonable budget for one of their mission-critical systems. This isn’t because they’re bad business owners or managers, it just means that they didn’t have an opportunity to consult with a technology expert before exposing themselves to such a risk. Nobody plans to work on an emergency-only basis 100{91176bd4fd9589997233ccd6c0d98c1f9718a9998f7592fa38d024af1f84a02a} of the time, that’s crazy, and if we provided computer repair services in this way we would risk jeopardizing the relationships we work hard to build.

If you’re still on the fence between managed or break-fix services you should consider how dependent your business is on your IT system. Small and medium businesses experience downtime when it’s least expected. Would you rather a friendly local team of IT experts on hand or wait for an unfamiliar “computer repair” technician to tackle your problem?   

To discover what Shenandoah Valley IT can do to improve your business, contact us by phone (540) 346-4250 or email.

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