By: Willie E. Brake

A personal computer system sitting on a desk is more than a piece of expensive hardware, it’s an investment in productivity. Part of the investment is mechanical. The hardware or software bought will perform certain functions. But the other part, the investment you make in the computer supplier or reseller, is also a critical component of your purchase. Like any investment, you want your system to pay handsome dividends. How can you make sure this happens?

A true computer reseller offers a variety of value-added support services that other computer retailers do not offer. Your goal, in order to maximize your technology investment, is to make sure your reseller is supplying you with all the support you need. You need an on-going relationship between you and your computer reseller. Your relationship should be based on an exchange of information that identifies your needs and finds solutions. The success of your investment depends upon this two-way communication process.

How do you establish this relationship and get the most bang for your buck? A three-step process is the key.

• Step One—Think of your relationship with your computer reseller as a partnership. Help your reseller understand your computing needs. What do you hope the technology will do for you? Discuss how you want the technology to make your business more efficient and productive. Review your current system’s problems and shortcomings. An open dialogue with your reseller can help them to devise custom solutions for you. Determine how the reseller organization communicates with other customers. Are workshops, training, or seminars offered regularly? Ask if the reseller offers customer training after the sale, and if you have a service representative assigned to your account.

• Step Two—Know how much technical support your system requires. Will you need ongoing technical assistance or just periodic check-ups? Make sure you understand your reseller’s service capabilities and agree on an after-sales support program that meets your needs. Also, develop an emergency plan with your reseller. You want to know in advance what you can count on in an emergency.

• Step Three—Tap the reseller’s expertise. One way to do this is by asking about the reseller’s experience with similar accounts. For instance, if you have a single-outlet clothing store, ask if your reseller has helped other retailers with similar types of computer installations. Ask about other industries, too. Sometimes concepts are applicable across businesses, even though the final solution may be highly customized.

Ask your reseller. Initiate the partnership. Make sure your reseller understands why they were selected for your business, and what you expect as a customer. The investment you make in your reseller will complement your system’s ability to pay dividends throughout its useful service life.

Willie E. Brake is President and Chief Executive Officer of All About Technology, Inc., a CompTIA A+ Authorized Service Center Gold, based in Detroit, Michigan. For more information about our products and services, call Willie E. Brake at (313) 218-4888 or visit us on the Internet at www.all-about-technology.com.