In a world where the adage “you get what you pay for” is often taken as gospel, it’s worth examining whether this holds true in the realm of IT support. Recently, I came across a fascinating video by an influencer who conducted a blind taste test with three bottles of wine, ranging from the cheapest to the most expensive. Participants overwhelmingly chose the wine labeled as the most expensive as the best-tasting. The twist? The “most expensive” wine was actually the cheapest. This exercise challenges the notion that higher cost always equates to better quality. But does this principle apply to local IT support?
The Real-World Test: Cheap vs. Expensive IT Providers
I had the privilege of sitting in on a Zoom call with a local San Antonio business owner who shared his experience with IT providers. Initially, he opted for the cheapest IT provider, only to switch later to the most expensive Managed Service Provider (MSP) in the area. His verdict? “When we paid pennies, we got penny IT services.” However, he was equally surprised to find that the most expensive IT company did not deliver the exceptional service he expected.
This story challenges the long-held belief that paying a premium guarantees superior service. While it confirms that the cheapest option often results in subpar service, it also suggests that the most expensive option doesn’t necessarily provide the best results.
Why the Adage Fails on the High End
Why doesn’t the age-old adage hold true when it comes to high-end IT services? I had the opportunity to embed myself within a local MSP known for its high per-user fees. What I observed was eye-opening. Despite the hefty fees, the company did not employ a large number of technicians. Instead, there was significant waste on unused apps, unnecessary services, and extravagant trips to trade shows. The extra money wasn’t being funneled into improving customer service or expanding the technical team. Instead, it often went towards a third-party outsourced Network Operation Center and help desk support, resulting in subpar services.
The Illusion of Higher Prices
Often, higher prices simply fund a large, impressive office, fancy furniture, and increased profits for the owners. Savvy IT entrepreneurs understand that many successful businesses equate higher prices with superior results. However, in many cases, there is little correlation between price and quality of service.
The Middle Ground: Moderately Priced IT Support
If you’re a local IT buyer planning to pay a premium for IT support, it’s worth considering that you might receive better technical and customer support from a moderately priced provider. These providers often strike a balance between cost and quality, investing wisely in their infrastructure and personnel to deliver reliable and effective services.
Conclusion
The belief that paying more guarantees better service is not always accurate, especially in the IT support industry. While the cheapest options often fail to meet expectations, the most expensive ones can also fall short. The key is to find a provider that offers a balanced approach, ensuring that your investment translates into tangible benefits. Before committing to a high-priced IT support contract, take the time to evaluate whether a moderately priced proposal might offer the best value for your business.