“Who is FICA? Why is he getting all my money?” This memorable quote from Rachel Green in the TV show Friends perfectly captures the frustration many people feel when faced with confusing IT bills. Ever since the days of Break-fix IT support, where end users were billed hourly or in blocks of time, IT bills have been a source of confusion. With the advent of managed services and so-called fixed fee pricing, this confusion has only intensified, becoming nearly mind-boggling. One of the main problems is that fixed-fee IT agreements are not truly a flat fee for everything. In fact, there are many things that are not included, and often even the IT companies don’t really know what is ‘covered’ versus ‘billable’. This leaves end users even more confused and uncertain about what is billable.
The Problem with Fixed-Fee Agreements
One common issue arises when end users think a ticket they have created is ‘covered’ under their agreement, only to find out later that it is billable. This can lead to a nasty surprise when the IT bill arrives and is much higher than the expected flat monthly fee. Another source of confusion is cloud backup costs, such as those in Azure. These costs can keep climbing if the IT provider fails to explain that they will continue to increase unless the IT firm steps in to help manage the backup situation. This lack of clarity can leave end users feeling like Rachel, wondering why their money is disappearing.
The Root Cause: Poor IT Support
There are many other ways that an IT bill can be confusing, and all of them stem from poor IT support. Often, the IT company fails to set expectations correctly. They might not clearly explain what is included in the fixed fee and what is not, leading to misunderstandings and unexpected charges. This lack of transparency can erode trust and leave clients feeling frustrated and misled.
The Solution: Clear Communication and Training
One of the points that makes Resonant Technology Partners the rainbow-colored unicorn of IT is our commitment to clarity and transparency. We have a very simple graph that explains what is billable and what is ‘covered’. During the onboarding process, we make sure to train your staff and executives to ensure everyone understands the billing structure. This proactive approach helps to eliminate confusion and ensures there are no surprises when the IT bill arrives.
Take Action
In conclusion, confusing IT bills can make you feel like Rachel from Friends, wondering where all your money is going. The root cause of this confusion is often poor communication and a lack of transparency from the Managed IT Services provider. By setting clear expectations and providing thorough training, Resonant ensures that you understand your IT bills and can avoid any unpleasant surprises. So, the next time you look at your IT bill in San Antonio, you won’t have to ask, “Who is FICA? Why is he getting all my money?” Instead, you’ll have the confidence and clarity to know exactly what you’re paying for.
David Walter is an author, speaker, and sales trainer. His claim to fame came from a cold-calling hot steak, during which he set 15 appointments a day for six months straight. He later ran a marketing call center, helping companies make millions. His book is a # 1 Best-seller on Amazon. He is now the VP of Growth at Resonant Technology Partners, a Lyra Technology Group Company.