Paul Wallbank joins Rod Quinn for ABC Nightlife computers from 10pm on Friday, December 18 to rant about technology; its bugs, errors and things that simply don’t work as they should.
Tune in across Australia on your ABC Local Radio station or listen online through the Nightlife website.
You’re welcome to join the rant. Feel free to call in on 1300 800 222 and tell us what irritates you about the Internet, computers, mobile phones or anything else that goes beep.
Despite the Google Phone only existing in a couple of photographs, the device is making headlines as the new “iPhone killer” and there’s no doubt early adopters are asking “should I wait for this new phone?”
It’s a tough life on the bleeding edge – the life of an early technology adopter features long days breathlessly waiting for the next hyped up product with short periods of extreme disappointment when the latest uber toy fails to live up to the marketing promise.
To explain how hype works in the tech sector, the consultants at Gartner invented the Hype Cycle. The cycle explains how a typical product is released in a wave of publicity that drives it to the “peak of inflated expectations”.
Eventually the bubble pops and the widget plunges into the “trough of disillusionment” where users either abandon it or suffer the taunts of their friends and workmates.
Over time, those persistent fans find what the widget does well and it begins to crawl up the “slope of enlightenment” as the believers convince others the product really is good for something.
When enough people accept the widget as the best tool for a certain job it settles on the “plateau of productivity” where it happily sits until a better mousetrap comes along.
In reality some widgets move faster than others and not all make it over the peaks and plateaus. A look at the 2009 cycle shows some products that have taken a decade to approach the peak of inflated expectations while others have simply been abandoned by their makers or the market before they’ve completed the journey.
For business owners, most focus on the tools that have reached the plateau of acceptance. This is partly because wasting time on a new device that doesn’t do what it’s supposed to squanders an entrepreneur’s scarcest asset.
The other main reason for avoiding hyped products is they carry risk and most business owners have enough risk in their lives to satisfy even the most adventurous tech warrior.
None of that means we shouldn’t be looking at new gadgets and ideas – the world is moving fast and those who don’t adopt new technologies and concepts will be left behind. But just be a bit careful of the hype and unrealistic expectations of what the latest new thing can do for you.
Join Paul Wallbank and Simon Marnie on the Sydney 702 ABC Weekend program this Sunday, December 13 to discuss today’s issues for home and office computer users.
This Sunday from 10am we’ll be looking at protecting your computers over summer; what to do before going on holidays and how to avoid storm damage.
Tune in on ABC 702 or listen online at www.abc.net.au/sydney. We love listeners comments, questions and opinions so call in with yours on 1-800-800-702 or SMS on 19922702.
“We can’t pay for speakers, we have to cut costs!” said the conference organiser when asked if the day’s presenters were being paid for their time.
Most of the event’s sessions featured speakers who were at best going through the motions. Thankfully no-one on stage had a book, training course or a box set of DVDs to sell.
The sad thing was the event itself was a great idea and the organisers have a genuine belief and passion for what they are doing, but I’m not sure that came across to the day’s participants.
What this showed is how important quality raw materials are to a product or service and if you skimp on materials, you end up with an inferior product. in the case of conferences and conventions it’s the speakers who are the materials.
This is as just as true in any business and if you’re in a market where there are lots of inferior products, and there is no shortage of third rate conferences out there, then you just commoditise your product.
Every day we see this in the technology industries – cheap, me too products and services that have no differentiation from the competition except on price.
So it’s worthwhile thinking about the raw materials in your business. Are you providing your customers with a quality product? Or is your only selling proposition cheap, cheap, cheap?
Recently I wrote about the things you should look for when choosing an IT service provider. Shortly after writing that column I caught up with Cathy (names changed to protect the guilty) and found out what happened in her search for a tech.
The results weren’t pretty and the reasons why are a lesson for anyone in a service industry. Let’s start with the most fundamental.
Respect
I find it hard to believe I actually have to write this, but I’ve seen it too often myself. Cathy’s first computer tech treated her with contempt and didn’t listen to her problem and needs.
You might think your clients are beneath you and maybe you are right. After all, that dumb customer doesn’t know how to use a mouse, fill in a BAS, fix a cistern or carry out root canal therapy.
But that dumb customer also pays your wage, so quit the attitude and show some manners and respect.
You should also respect your competitors, a point I forgot in last week’s column. Scoffing at the previous guy’s work is bad form and good clients will show you the door if they have any sense.
Competence
Don’t take on jobs you don’t understand. This is particularly common with computer techs who have a habit of saying: “yeah, I can fix anything” when a client calls.
In Cathy’s case she had a Windows 2003 Small Business Server which superficially looks like Windows XP but is a very different beast under the bonnet. The tech was experienced enough to know better.
Funnily, the tech I referred to Cathy declined the job because he felt her requirements were outside his skills. If the first guy Cathy called had shown the same humility and competence it would have saved everybody a lot of distress.
Appearance
In an industry known for cowboys, wearing boots that would look straight out of Rawhide is a big mistake. Clients are conservative creatures and many will turn away if you are too different to their expectations.
Dress how a customer expects you to dress- an accountant wears a suit, a computer tech has the blue shirt, dark pants combo and a bricklayer wears a pair of stubbies revealing more than you care for when the brickie bends over.
When you’re in an industry where people are afraid of being ripped off, showing up in a flash car confirms their fears. Leave the Porsche at home and show up in a cheap hatchback, the things are easier to park anyway. As you’ve probably guessed, Cathy’s tech drove up in a Mercedes.
Billing
Last week I advised avoiding the “no fix-no fee” crowd. However, that’s different from standing by your work.
If you’ve screwed up, as Cathy’s tech did, then bleating: “I sweated for you” is plain silly. If the customer is unhappy, waive or discount the bill.
Sure, sometimes you end up copping the pain when an unreasonable customer complains but billing issues are a reliable early warning a client is going to be a major pain. Refund their money and get them out of your lives.
The story does end well though. Finally Cathy found someone who was polite, competent and barely raised an eyebrow when they saw the mess made by the first tech.
Cathy’s saga shows how people skills are as important as competency when you’re running a service business. You need manners and respect to match your skills.
Of course, if you don’t have any skills to start with, you might want to consider doing something else.