Business owners don’t typically see the brunt of the technology issues, because they’re not the ones dealing with them. In our monthly meeting this month we took some time to identify who that main point of contact is typically for technology issues. We landed on the office manager, office administrator or business manager. There’s that one person in every organization that is the “go to” for issues and the keeper of all the really important information. They know everyone and they’re able to help you initially troubleshoot your issues before a ticket is submitted. They’re the resident technology whiz, and when they don’t have a technology partner to offload things to, they’re the ones handling the brunt of small user issues. Here’s a day in their life: (Hint: It’s pretty stressful.)
They are stressed out.
On top of being the point person for almost every project, important meeting and the coordinator of all things technology – they’re also troubleshooting all the key requests. They spend the majority of their day putting out technology fires. They’re constantly bombarded with little things like printer issues, setting up workstations, and sitting on the phone with Comcast and power cycling routers. They are, to put it lightly, stressed. They understand their users are less productive, but the technology issues are mounting and they have no one to offload to.
They keep breaking stuff on accident.
We addressed this to a certain extent when we talked about the dangers of Googling your IT issues, but it remains an important point. Your business manager or administrator is so bogged down in the actual job they were hired for that they don’t really have time to climb under your desk and power cycle your workstation for you. Worse yet, if they have enough knowledge to be dangerous, they could potentially take down your network or break a configuration that could mean downtime for your organization. Imagine the stress of an employee who already is bombarded by tons of technology requests accidentally taking your system down.
They know it needs to be changed, but they can’t change it themselves.
Among their top complaints are hearing about how slow the network is, how the internet is continually going down or how an employee’s workstation is having a tough time accessing the server. They understand the basics of technology enough to know that these things need to be replaced, but how many conversations can they have with an owner or executive where that executive denies a budget?
What are we getting at here? A sad state of technology isn’t just impacting your users “sometimes”, but your customers, your managers and that one point of contact that works so hard on a daily basis to keep your entire business afloat. Some would peg that person as indispensable. Some would say that losing that person would be a massive blow to their business. But when you don’t invest in your technology, you can’t expect that the person who sits in that middleman position to stick around.
Every user, every customer, every prospect, every manager and that key employee that’s caught in the middle all rely on your technology. Now that you understand what is really going on inside your organization and with your technology, how much longer can you let it fall to the wayside?