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The Secret to Small Business Tech Support

Ever get that sinking feeling? That pit-of-the-stomach sensation when you know something’s gone wrong. Business owners know what I’m talking about. We get it when that customer calls to complain about a job. Or when a supplier’s key shipment doesn’t arrive on time.

You’re a business owner. You know this feeling. When is it the absolute worst? When it’s a technology support issue. You come to work and your computer screen is not the way you left it the night before. When you arrive at your office this morning, you’re not greeted by the typical desktop. Instead, the screen is frozen at “Windows is starting up.” An update that automatically downloaded last night screwed something up. Your screen is black. And now so is your mood.

You watch the screen for a few minutes, waiting for something to happen, but you know nothing will. Finally you restart the computer. Twice. Same result. Now you have that sinking feeling. You see your morning slipping away: This computer isn’t going to start. And neither is your day. Until you get some help. You will have to call technical support. But halt your hyperventilation—there’s no need to worry at all. As a fellow business owner, I’m going to help you. Because I’ve learned how to handle technical support with a few rules for people like us.


You can get angry if you live in a city where it snows half the year and your team starts the season 0-4. You can get angry every time you hear that Jennifer Lopez is paid $12 million to be a judge on American Idol. But this time, getting angry won’t help anyone. And it won’t help you get your issue resolved any quicker. If you’re running your own business, the last thing you want is for your employees to see you storming around your office, wildly swinging a golf club over your head like a tomahawk while you kick over your chair and repeatedly yell “Why, why, why!” It’s enough that your family’s seen this behavior. You must give employees the impression that everything is in control. That YOU are in control. You are a businessman. You are Don Draper. So do what he would do at 8 a.m.—have a bourbon and a smoke. Microsoft Windows never rattled Don Draper, right? So be calm.


Of course it’s annoying that you have to wait on hold. And we all realize how aggravating it can be when you have to punch in your “customer ID,” ZIP code, mother’s maiden name, favorite vacation spot, and social security number into the automated system three times, only to be asked for that same information again the minute a live person comes on the phone. It’s not his fault. The technician is just doing his job. He’s going to be nice. You need to be nice, too. You’re a business owner. How would you like it if some customer was being a jerk to one of your employees? You’re not going to get on his good side by being a jerk to him. At best, you’ll earn the right to be put on hold five more times than necessary or be forced to sit and wait in silence for many extra minutes, wondering what he’s actually doing as he’s clicking away on his keyboard.


You know from running your own business that sometimes the answers can’t be delivered immediately. Don’t you wish your customers would also be a little more patient when they call with a problem? Of course you do. So take a deep breath. Don’t worry about those long silences on the line when you think you’ve been disconnected. He’s there. He’s probably just mulling things over. Or talking about the issue with his colleagues. Whatever. Be patient. Answer the questions. Take this time to rearrange your schedule. This problem will ultimately get resolved. It’s going to just take a little time, that’s all. Don’t even consider grabbing the golf club again and knocking that picture of your wife and kids at Disney off your desk.


As a business owner, you are probably a control freak. Like me, you hate other people doing things you don’t understand. That’s why you don’t work for anyone anymore. But to get your problem fixed, you’re going to need to relinquish that control … at least for a few minutes. When the technician asks to remotely take over your system to do his troubleshooting, just let him. Don’t worry about security. Try not to think of anything malicious he could be doing. Don’t fret that he’s going to search the websites you recently visited. Remember, he doesn’t care about all that. He has others in your situation he needs to help, too. Let him take over your computer and run all those complicated scripts and programs that only the technical support guys know how to run. Don’t ask what he’s doing. In fact, don’t even watch what he’s doing. Look over some paperwork instead. Try to look busy. Walk around the office as if you’re lost in your thoughts, conjuring up some brilliant plan to take your business to new heights. The tech guy will soon finish.


Haven’t you learned anything over the past 20 years running your own business? You’re the boss. So act like one! You know by now that you’ll only screw things up by doing the service yourself, so you have someone else do it. You know by now that you’ll lose that customer if you call him and scream about his overdue invoice, so you have someone else do it. And you should know by now that you’ll never be the technical wizard that you once thought you could be when you bought your first Windows 3.1 computer—so you need to delegate this, too. The minute you see something is wrong, have another guy in your office, or your tech guy, deal with the problem. And instead, pick up the phone and call a customer. Check on an order. Walk around the warehouse. Order lunch for the staff. Just do something else more useful. And more appropriate for the owner of a company.

See? It was just a simple fix. Your computer is up and running. Life can return to normal—just in time for lunch.

This article was written by Gene Marks and published in Bloomberg Businessweek magazine.

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Congress Clears Bill Aimed at Boosting Auto Dealers

WASHINGTON – The U.S. Congress gave final approval to legislation aimed at boosting lending to small businesses in what is likely to be the Democrats’ final jobs bill before the Nov. 2 elections, Bloomberg reported.

The House passed 237-187 a measure offering tax cuts, loans and revived stimulus provisions to ease the flow of credit and show voters that Democrats are trying to boost the economy. The bill, approved by the Senate last week, goes to President Barack Obama for his signature.

The dealer portion of the legislation seeks to loosen credit by increasing the maximum size of a federally guaranteed loan that can be extended by the U.S. Small Business Administration.

It would enable small auto dealers to receive federally guaranteed loans of as much as $5 million — up from $2 million. It would affect the SBA’s year-old floorplan financing program for dealers, which has struggled to attract lender participation.

“The small-business jobs bill passed today will help provide loans and cut taxes for millions of small-business owners without adding a dime to our nation’s deficit,” Obama said in a statement. “I look forward to signing the bill.”

Economist Alan Blinder, a former Federal Reserve vice chairman, said many small businesses have had “extreme” difficulty getting loans, though he said poor sales remain their biggest problem.

“They always have a hard time getting credit, and given the state of the markets they’re having an even harder time now,” Blinder said in an interview. “This ought to be helpful on that score, but if the economy grows at one and a half percent, we’re spitting in the wind because there’s no demand.”

“The thing that drives small businesses over and above everything else is the ability to sell their product,” he said.

Republicans objected to provisions creating a $30 billion program in which the Treasury Department would buy preferred shares in community banks, with participants paying the government dividends on a scale depending on how much they increase lending. They said the plan amounted to little more than a smaller version of the Troubled Asset Relief Program.

“This is TARP, pure and simple,” said Representative Jeb Hensarling, a Texas Republican. “It is the capital purchase program with a different name.”

Thirteen Democrats voted against the measure. Walter Jones of North Carolina was the only Republican to support it.

For all the controversy over the lending initiative, it’s far from certain banks will participate in the program, said Mark Zandi, chief economist for Moody’s Analytics. Banks will probably be reluctant to take the government’s money, he said, after seeing TARP recipients hit with retroactive executive-compensation limits amid a public outcry over tax dollars going to institutions paying million-dollar salaries.

“I’m skeptical that banks will actually take the government up on their offer,” said Zandi. “The memory of TARP will be in the minds of those lending institutions, and they’ll be reluctant to use the capital.”

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