Does your IT service delivery feel like playing the old telephone game? You know the one: whisper a message around a circle, and by the end, it’s completely different from what you started with. It’s funny as a game, but not so much when it happens with your IT support.

We recently had a similar experience with a vendor we use for embroidery. We sent them a photo of a backpack we liked, along with instructions to make something similar with our logo covering most of the backpack. When we received the finished sample, the logo was tiny, nowhere near what we expected. Thankfully, we had only ordered one sample instead of the entire bulk order. This allowed us to clear up the miscommunication before the mistake was repeated on all the backpacks.

Just like with this branding issue, IT communication breakdowns can lead to costly mistakes. Whether it’s a missed backup feature or an incomplete security setup, these misunderstandings can have a significant impact on your business.

Understanding the IT Communication Gap

The IT communication gap arises when what you think you're asking for isn't what you're getting. It’s easy to assume that an IT professional knows exactly what you need, but in reality, the technical details often get lost in translation. Here’s why:

  • Lack of clear instructions: You're not an IT expert, so it's tough to know how to express what you really need.
  • Misleading sales pitches: Some vendors may promise the moon but deliver very little.
  • Time blurs details: Over time, both sides forget the specifics of what was agreed upon.

These missteps lead to service issues that create frustration and can cost your business time and money.

Common IT Communication Pain Points

1. Backup Solutions That Aren’t What They Seem

You ask for a backup system to protect your data. You get a software solution but later discover it doesn’t protect against ransomware. Worse yet, recovery will take two weeks. What you wanted was a solution that could restore your data in 24 hours or less.

Checklist for Avoiding Backup Failures:

  • Ensure ransomware protection is included.
  • Ask about recovery time objectives (RTO).
  • Clarify the difference between data backup and full disaster recovery. (More info here: Data Backup and Recovery | SymTec)

2. Unmet Service Expectations

You signed up for IT support with the expectation of fast response times. But when an issue arises, you’re stuck waiting hours, maybe days, for a response. Why? Maybe the service level agreement (SLA) wasn’t clear, or perhaps your provider has deprioritized your business.

How to Ensure Better IT Support:

  • Demand clear SLAs with guaranteed response times.
  • Confirm 24/7 support availability.
  • Check provider reviews for actual response performance. See ours here: Our Clients | SymTec

 

  1. The Wrong Solutions for the Job

Have you ever thought you were getting the perfect solution, only to find out when something breaks that it doesn’t meet your needs? Often, price or convenience influences our decision more than performance.

Checklist for Choosing the Right Solution:

  • Focus on long-term performance, not just price.
  • Get a second opinion or compare multiple proposals.
  • Prioritize preventive solutions rather than just reactionary fixes.

Why Do These IT Communication Gaps Happen?

There are several reasons this communication breakdown occurs, and it often has to do with how we perceive information.

1. People Hear What They Want to Hear

If something doesn’t seem important at the time, we don’t pay close attention. This leads to misunderstandings. When the details matter later, you realize the importance of those small differences.

2. Time Dulls Memory

Over time, both you and your provider might forget the exact details of the contract or proposals. You might remember the price but blur the service details. This leads to cutting corners or missing out on critical protections.

3. Money Decides More Than It Should

Businesses often make decisions based on price. It’s tempting to save money, but cheaper solutions usually come with trade-offs. Maybe you sacrificed a better solution to save a few dollars, but you ended up paying more in the long run due to downtime or security risks.

Closing the IT Communication Gap

So, how do you prevent this from happening? It starts with clear, upfront communication and holding your provider accountable. Here’s how SymTec helps close the gap:

  • We clarify exactly what services we provide, with no hidden details.
  • We work with you to create an IT blueprint that meets your specific needs.
  • Our commitment to transparency ensures that you get the right solution from day one.

The Right IT Blueprint for Your Business

At SymTec, we believe in more than just delivering a service—we believe in delivering the right service. We focus on understanding your business goals and designing an IT strategy that aligns with your needs.   See our blog article about our Business IT Strategy Creation tool: Business IT Strategy Creation Guide | SymTec

Stop playing the telephone game with your IT. Let us help you create a seamless communication flow that leads to real results, not surprises.

Call for a  free IT blueprint creation consultation 435-817-9471!