The HelpDesk Company Blog

Microsoft recently engaged market research firm Vanson Bourne to survey over 3,000 small and midsize firms (SMB’s) worldwide about their use of technology and their revenues.  The result: “SMB IT and Hosted IT Index 2010.”  Jake Widman recently summarized the findings on Small Biz Resource, the essential IT blog for small businesses.  You can see his article here - http://bit.ly/b3pPmH

The Good News

• 52% of all respondents increased revenues in 2009 (compared to only 39% in 2008)
• Nearly twice as many SMBs who view IT as “critical” versus companies who view IT as merely “complimentary” saw increases greater than 30%

The WOW News

• 70% of SMB’s who reported that IT “complements our business but is by no means essential” saw revenues stagnate or decrease.
• Only 40% of SMB’s who view IT as “critical” saw the same trends.

Proof is in the Pudding

I’m not surprised.  We, unfortunately, saw a couple of clients close in 2009.  They were both firms who viewed technology more as a piece of office equipment than as a productivity or business tool. 

We also saw several companies grow, even add employees, in 2009.  They are all in our Business Care programs - most at either the SELECT or COMPLETE level. 

As much as I’d like to say that our expert proactive approach to maintaining their systems caused their growth, I know it’s not the case.  Rather, it was the owners’ approach to business that made their success possible. 

Do you share their vision?

• Focus on the strategic decisions
• Ensure products/services are delivered professionally and reliably
• Minimize time employees spend preforming activities not core to their job description
• Keep cash flow predictable and overall expenses in check

It used to be that only retail stores and restaurants accepted credit cards.  My how times have changed.  Now, you can pay just about everyone - from your plumber to your attorney - with a credit card.   

Do you accept credit cards? 

With the added convenience of rapid payment comes the additional responsibility to maintain the security of your clients’ information.  The rules governing the credit card world are known as the Payment Card Industry (PCI) Data Security Standard. 

What are the rules? 

Companies who accept credit cards must adhere to the following rules:  Install and maintain a firewall configuration to protect data.

We’ve addressed this before and have decided it’s worth repeating.  You NEED to use strong passwords.   

Don’t Believe Me?  

In December, a security breach at RockYou resulted in a list of 32 million passwords being posted online for the world to see.  Haven’t heard of RockYou?  They develop a lot of the software applications that run on FaceBook and MySpace.  What’s really scary is that analysts scoured the list and determined that the most commonly used passwords are quite simple - and easy to guess.  Check out this New York Times article to learn more - If Your Password is 123456, Just Make It HackMe.  

So What’s a Secure Password?  

A password is considered complex if it meets the following minimum requirements:

• It is at least six characters in length.
• It contains characters from three out of the following four categories:
  • Uppercase English characters (A through Z)
  • Lowercase English characters (a through z)
  • Base 10 digits (0 through 9)
  • Non-alphabetic characters (for example, !, $, #, %)

And they’re off!

What a busy start to 2010!  It’s almost as though the country gave up on 2009 about half-way through and everyone is now getting back in the game, ready to win.  I’m certainly glad to see it.  There is still a lot of uncertainty around the economy, government, etc.  However, we can choose to make this a great year.  It’s not too late - care to join us?

We are starting the year by celebrating our anniversary.  True, we have been taking care of our clients since 1998.  However, The HelpDesk Company as we know and love it today officially began on February 1, 2004. Six years ago!  What a ride it’s been for the Todd and me.  Thank you for making it possible.

I am pleased to announce that as we celebrate another year of partnering with our clients, The HelpDesk Company is continuing to grow!  Please join us in welcoming our newest clients.   

• Biegler & Associates
• RF&P Richmond Federal Credit Union

 We’re thrilled to be working with you!

As many of you know, we are a strong supporter of and believer in the local business news resource, RichmondBizSense.com.  Today’s guest opinion is a perfect example of why.  Local business owner, Mark Smith (Midas), did an incredible job addressing the three ways businesses and non-profit organizations can grow - new clients, client retention and process improvement - and the importance of doing all three.  It’s a great read for anyone looking to grow/strengthen their organization (you can read it here).

Although all are important, I’ve found that it’s hard to truly focus on all three at once - and be successful.  I recall a study (from Harvard?) that indicated a success rate around 90% when a single goal is pursued.  Adding a second goal to the mix drops the likelihood of achieving either of them down to about 65%, and a third drops it to just over 30%.  I’m not a betting person, but even I know which odds are best.

I recommend evaluating the current state of each growth option in your business.  Then, strengthen the weakest first before tackling the next.  Have great clients who consistently come back, internal processes that consistently deliver quality results, and few new clients?  Focus your time & energy (and money) on increasing your new client base.  Once you find that you are attracting new clients consistently, go back and look at your client retention and internal processes.  Find that all clients (new and old) are returning at the same rate, but your internal processes are starting to falter?  It’s time for process improvement. 

It’s an ongoing cycle of process improvement that will strengthen your business (or non-profit) while still maintaining balance.

What area are you focusing on now?

We all “go online” - most of us on a daily basis.  Often for work and even more often for fun - from social media to games to shopping.  Just like we tell our kids, it’s all fun and games till someone gets hurt.Todd and I have been mentioned in a few articles recently.  The articles are from the perspective of the employer - what risks are associated with employees going online from the office - yet the advice is appropriate regardless of where you’re accessing the Internet. 

Social Media Hold Promise, Peril for Companies

“Loss of bandwidth: Bandwidth is the network’s capacity to get to the Internet. It’s like the pipe connecting your network to the outside world. The larger the bandwidth, the faster the connection. The big eaters of bandwidth: photos and videos.

‘They are really hogging that pipeline,’ said Jennifer Whitlock, co-owner of The Help Desk Co. in Richmond. ‘They’re slowing it down.’ “

ALEXA WELCH EDLUND / TIMES-DISPATCH

Protect Yourself While Shopping on Cyber Monday

“Don’t save login or password information on your browser or use programs that automatically fill in information, such as name, address and credit card info, said Todd Whitlock, co-owner of The Help Desk Co. in Richmond.

‘Sometimes malicious code can get on someone’s computer and look for these nuggets of info and transfer that info out of their computer,’ he said.”

HATLEY MASON/TIMES-DISPATCH

We are growing and need to add another Outside Sales Rep to our team.  Please visit our website to learn more about this great career opportunity. 

·         Are you looking for an exciting career opportunity in outside sales? ·         Do you have at least two years of previous sales experience with managed services or computer network products and services?·         Do you have a stable work history (no more than 3 jobs in the past 5 years)? 

If you answered YES to the above questions, you are invited to forward your resume to THE HELPDESK COMPANY.

AGGRESSIVE. OUTGOING. CONFIDENT. DRIVEN. MONEY-MOTIVATED. Does this describe you??  Then team up with The HelpDesk Company…for a career where YOU control your destiny.

The HelpDesk Company is a network services provider based in Richmond.  We are focused on helping our customers succeed by understanding their unique information technology needs and developing a fully customized program to care for their IT needs, so they don’t have to.

We incorporate systems, processes, tools and best practices into a suite of managed services that increase user productivity, stabilize costs and improve security. Our solutions include network installation services, consulting, hardware and software solutions, and managed services. 

This is an outside sales position. As a business professional you will work an assigned territory to consistently identify new business opportunities and meet with decision-makers to analyze the customer’s requirements by performing a technology assessment of their network infrastructure and support systems.  You will pinpoint areas for improvement and recommend solutions to monitor, manage, secure and improve the networks of our prospective clients.  The sell will be on value as you use a consultative, customer-focused sales approach that is unique to our industry and sets us apart. You will be expected to meet or exceed the projected dollar volumes in terms of sales and profitability, as well as meeting the sales activity requirements.  With the intent of building long-term relationships, you will prospect and close new accounts as well as service existing accounts in order to market additional products and solutions.

We provide a financially lucrative opportunity in the growing IT field of managed services.

You will also enjoy excellent compensation and benefits.

·         Base salary plus uncapped commissions

·         Retirement savings plan with company contributions

·         Medical and Dental

·         And more 

We are currently seeking the following requirements: 

·         2 to 3 years prior experience selling services including prospecting for new business through cold calling and direct meetings ·         Proven success of consistently achieving and/or exceeding monthly sales revenues·         Excellent written and verbal communication skills ·         Outstanding organizational skills ·         Experience managing and thoroughly documenting opportunities through the sales process ·         Strong telephone and face-to-face presentation skills; ability to listen well and the ability to create sales opportunities ·         College degree desired ·         Self-starter with a solid work ethic and the ability to work independently and in a team environment ·         Strong working knowledge of the sales process with a heavy emphasis on client satisfaction (candidates who are responsive and empathetic to client needs) ·         Commitment to achieve vendor specific sales certifications with our key business partners ·         Ability to travel locally 

Position responsibilities include:

·         Sales Activities to Meet Quotas•       Adhere to the HelpDesk Company sales process •       Conduct initial needs analysis meetings with clients using a thorough discovery process •       Create proposals to meet client needs for projects and services •       Present and follow-up on proposals •       Close proposals to meet monthly quota objectives •       Conduct a smooth hand-off of new projects to operations and technical teams ·         New Business Development / Lead Generation •       Generate new clients in targeted vertical markets •       Use the HelpDesk Company’s systems to generate leads •       Execute and participate in lead generation campaigns •       Participate in networking activities as defined ·         Account Management & Growth •       Build long-term client relationships •       Grow revenue in existing client base •       Support all assigned accounts ·         Maintain and Grow Vendor and Strategic Partner Relationships •       Maintain vendor and strategic partner relationships at the rep level through consistent communications •       Work together to uncover new opportunities ·         Maintain client information in CRM 

Please send your resume to Careers@TheHelpDeskCompany.com and visit us online at www.TheHelpDeskCompany.com.  

The HelpDesk Company is an equal employment opportunity employer.  We adhere to a policy of making employment decisions without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, age or disability.  We assure you that your opportunity for employment with The HelpDesk Company depends solely on your qualifications.   The HelpDesk Company is an equal employment opportunity employer.  We adhere to a policy of making employment decisions without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, age or disability.  We assure you that your opportunity for employment with The HelpDesk Company depends solely on your qualifications.   

Thank you to all who were able to join us yesterday for our 2nd Annual Oktoberfest celebration.  The weather was perfect, the music was great (I’m still amazed by how many folks knew Wayne), the food was yummy (even as leftovers at lunch today).  However, it was the company of our friends, clients, vendors and partners that made the evening for all of us.  Thanks!

I was honored to participate in a round-table discussion at the Richmond Times-Dispatch last night regarding the role of public policy in job creation and the economy at large.  I was there representing the Richmond chapter of the National Association of Women Business Owners (NAWBO).  Also participating were Michel Zajur (Virginia Hispanic Chamber of Commerce), Ray Brastow (econ professor at Longwood University), Rob Dolan (econ professor at University of Richmond), Delegate Joe Morrissey (Democrat, 74th District) and Delegate Jimmie Massie (Republican, 72nd District).  RTD Political Editor Andrew Cain moderated.  Needless to say, it was an interesting evening.

From our thoughts on the recession, to why Virginia’s unemployment rate is so much lower (3 points) than the national average, to the value of stimulus spending and infrastructure spending, to job creation (what is it, how can state government impact it), to taxes, and more.  I enjoyed hearing the varied (and sometimes suprisingly similar) perspectives.  I hope I represented the women of NAWBO well. Virginia has a lot going for her - and a lot of opportunity for improvement.  Hopefully, we can put the politics aside to implement public policies that will benefit us all.

Look for a write up in the RTD on Sunday.   

Have you ever remembered - after you’ve left the office - that you forgot to turn on your Out of Office Assistant?  If you’re using Microsoft Outlook 2003 or 2007, you can use Outlook Web Access to quickly turn it on.  Simply log into your OWA account from any computer and choose Options at the top of the screen.  You will see your Out of Office Assistant and can set it up from there.

Have you ever received the auto-response “I will be out of the office until (insert date here)”  - days after the stated return date?  Have you ever received a message from a friend that this message has come from you?  With Microsoft Outlook 2007, you never have to worry about remembering to turn your Out of Office Assistant off again.  Now you can set the Time Range.  In Outlook, go to Tools, then Out of Office Assistant.  You can then set the start and end dates - and even times!  

And don’t forget that Out of Office Assistant can be useful even when you’re not on vacation.  Have a busy day of meetings?  Working on a tight deadline?  Use your Out of Office Assistant to let your contacts know that you may not be as responsive as normal.

Tech Talk is written by Todd Whitlock, Founder and Co-Owner of The HelpDesk Company.  You can reach him at Todd@TheHelpDeskCompany.com.