Let's go back to morning after the license timeout fiasco that kept my friend up all night rebuilding systems. Once everything was back up and running around 5am in the morning, he composed a short and very professional email to the integrator expressing his understandable frustration. I've seen the email, and I can only say I would have not shown the same restraint in the circumstances. After sending the email he went to bed to catch a few hours of badly needed sleep before going back to work. At 7am, the integrator took time out at the start of his busy day, to call my friend on the phone and proceeded to swear at him, claiming that the problems were all my friends fault and while questioning his ancestry, mental health, mating habits, and intelligence amongst other things!
So what lessons should we learn from this, first the IT lessons...
- When working with small software or hardware companies who insist on using integrators for the install, don't take their integrator recommendations at face value, insist on references.
- If at all possible, don't put yourself in the position of putting new solutions directly into production.
For software vendors...
- The best product can be really hurt by a clueless integrator.
- Integrators who show this level of incompetence should be shown the door immediately.
- When an installation starts to go wrong in this way, prompt action by both support and sales organizations are critical. To be fair, my friend only had good words for the software company's support organization which was responsive and knowledgeable throughout. Sadly the same cannot be said of the salesperson who managed the account.
But the real lesson that everybody needs to take to heart is that for many of the more innovative solutions on the market, it's still the wild west out there for integrators, and it's not the Indians we need to worry about, it's the cowboys!
Posted by: Nik Simpson