Computer Outsourcing Secret SauceSeveral years ago my children introduced me to the movie Good Burger. It is a silly Nickelodeon movie about a local burger joint that is about to be put out of business by the mega chain Mondo Burger...until one day Dexter gets a taste of Ed's secret sauce and they start putting it on the Good Burgers.

I believe that most good small businesses exist against their Mondo competition because of a secret sauce of some sort or other. In the Indianapolis small business computer outsourcing arena, our secret sauce is customer service. We understand that most of our customers don't care a bit about what the technical competence of our help desk or our network
technicians. Of course, they'd care if we were incompetent, but once we know just a tiny bit more than they do, our competence becomes a given. After that, we have to work to keep them happy so they will continue to use us for their tech support.


At our Indianapolis computer services company, we are constantly adjusting our internal processes and procedures. There are two, sometimes competing goals behind the changes. First, we want to be as efficient as we can be in performing the routine computer network services. Second, we want to make the things we do as invisible as possible to our customers. Often these two ideals conflict. When they do, we choose in favor of our customers' convenience. My technical support team often moans about the choice, but they recognize that, in the end, it is the right way to provide IT support.