Written By: Frank Saulsbery
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A SNEAK PEEK…
“Technical skills can be taught and improved over time. It's much harder to teach someone to genuinely care about helping people.”
One question that doesn't get asked nearly enough when choosing an IT company is, do the personalities of the technicians really matter? After all, you're hiring them for their technical knowledge, right?
It seems logical to focus on certifications, experience, and technical skills. Those things absolutely matter. But after more than two decades in business, I've learned that people skills often matter just as much.
Imagine this scenario. Your internet is down, your team can't access important files. Customers are waiting, stress levels are climbing by the minute. You call your IT provider for help, would you rather speak with someone who is patient, friendly, and genuinely interested in helping? Or someone who makes you feel like you're interrupting their day and asking a dumb question?
Most business owners don't need much time to answer that one. Technology issues are frustrating enough on their own. The last thing anyone needs is to feel embarrassed, ignored, or talked down to while trying to get help. The reality is that managed IT services are ultimately a people business.
Yes, there are computers, networks, security tools, and software involved. But at the end of the day, the service is delivered by people. Those people answer your calls, respond to your emails, visit your office, and help your employees when something isn't working. That's why personality and culture matter.
At our company, when we're hiring technicians, we often spend as much time evaluating the person as we do their technical abilities. We review resumes and make sure candidates have the necessary experience. But one of our first questions is usually, what kind of person are they? Can they communicate clearly, are they patient, do they enjoy helping others, will they fit well with our team and our clients? Technical skills can be taught and improved over time. It's much harder to teach someone to genuinely care about helping people.
I've also noticed something else over the years, employees often reflect the personality of leadership. If company leaders are respectful, approachable, and kind, those traits tend to spread throughout the organization. If leadership is constantly frustrated, impatient, or difficult to work with, those behaviors often find their way into client interactions as well.
It's not universal, of course, great people exist in every type of company, but culture usually starts at the top. That's why I always encourage business owners to meet more than just the salesperson or owner when evaluating a managed service provider.
Ask to meet some of the technicians, spend a few minutes talking with the people who will actually be helping your staff on a regular basis. Pay attention to how they communicate, do they explain things in a way that makes sense? Do they seem approachable? Do they listen well? Do they seem like people your employees would feel comfortable calling when they're having a rough day? Remember, these individuals become an extension of your team.
Your employees may interact with your IT provider hundreds of times over the course of a year. Those relationships matter. A technician who is helpful, encouraging, and pleasant to work with can make technology problems feel far less stressful.
Now, to be fair, personality alone isn't enough. The friendliest technician in the world won't help much if they can't solve the problem, technical competence still matters. The goal isn't choosing between technical expertise and people skills, the best providers invest in both.
You want knowledgeable professionals who can solve problems effectively while treating your employees with respect and kindness along the way, that's a combination worth looking for.
So if you're evaluating an IT provider, don't just ask about response times, security tools, and service plans. Those questions are important, but also pay attention to the people behind the company.
Would your team enjoy working with them? Would your employees feel comfortable calling them? Do they seem like people who genuinely care about helping others succeed? Those answers may tell you more about your future experience than any brochure or proposal ever could.
As a simple takeaway, think about your current technology partners and ask yourself this, when someone on your team needs help, do they look forward to calling for support, or do they dread it?
The answer can reveal a lot about whether you've found the right fit. And if you're ever evaluating a new provider, make time to meet the people behind the service. Technology is important, but relationships are often what make the biggest difference over the long run.
That’s how I see it, anyway, and I’d enjoy hearing how you see it. None of this is a sales pitch. It’s just the kind of thing I’d talk through with you if we were sitting across the table. If it raised a question, or you think I have it wrong, I want to hear about it.
My door is always open. Whether you want to talk this through or just say hello, you can reach me anytime.
Network Solutions Unlimited is a generational managed IT services provider based in Decatur, Illinois, serving businesses and nonprofits with genuine support and decades of trusted relationships. Led by Baily Saulsbery and founded by her father Frank, we're not just your IT provider; we're your neighbors who happen to be really good at technology. Contact us today to experience IT support that actually cares.
