Have you thought about expanding your reach and servicing more of your clients’ needs? Establishing a relationship with an experienced IT firm might be the smartest business move you make this year. But what should you look for when hiring a tech firm?
Customer support. When you choose an IT team to partner with, make sure they have the best interest of your customer in mind with every decision. If your customers are used to getting quick phone response from you, but you get a slow e-mail response from your provider, it could make your customer lose confidence in your ability. Decide how your relationship with your customer and IT provider will work: Will they be contacting the customer on your behalf? Or will you be the only point of contact? Also, be sure to sign a non-compete agreement and work out the details of how any future sales will go if your customer contacts the IT company directly.
Communication skills. Make sure that the IT team is able to clearly explain the technology to your client without seeming condescending and without making the client feel incompetent. And choose a firm that is able to provide valuable suggestions for new technology.
Appropriate company size. Find an IT firm that is a good fit for your client. Small enough to provide personal attention, large enough to accommodate your client’s growth, providing good project management, and having backup staff when needed.
Dependability. Even the best of us make mistakes. The question is, how will problems be addressed? And what types of contingency plans are in place?
Project management. Make sure your IT team has proven methods for tracking progress, storing important files, passwords and data, and for keeping the project moving in a positive direction.
Check references. This one can be tricky. Most people don’t provide the names of unsatisfied customers as references! So be sure to ask specific questions, such as: How long have you been working together? What is their strongest attribute? What kind of work have they done for you? How would you describe their customer service?
The truth will set you free. Maintain transparency with your customers. Although direct contact between the programmer and the customer isn’t always imperative, good communication is. I recommend introducing everyone involved at the beginning of the project via phone, e-mail or chat. Then appoint one point of contact on each team. It’s okay that your customers know that you are not the geeks behind the Web site. The reason they work with you is because of your style, skill, or whatever reason makes it a good fit.  So build on your existing relationship and create more work.

Frank DePalma is founder and president of Totera Web Systems. Visit www.totera.com.