In today’s competitive economic market, high speed is one of the main criteria used to rate the best services. For instance, a customer decides to use a computer service company that advertises a 24-hour turnaround time. She is interested in having her computer data backed up and is assured by an enthusiastic technician that all of her computer data can be transferred to backup software. Twenty-four hours later, the customer hears that the backup is complete and picks up her computer and software. However, when she attempts to retrieve the transferred files that she requested, she discovers that they are empty, displaying only the file names. It turns out that this high-speed service was accompanied by major errors. Of most importance, this scenario reveals that quality service surpasses high-speed service.
When choosing computer services, it is crucial for customers to consider a number of factors that include: 1) the size of the company: when comparing large retail stores with small businesses that specialize in computer services, large retail stores are more likely to put a lot of pressure on their commissioned employees to work with speed, which is a lot of times at the customer’s expense since errors can easily be made when technicians don’t test or double check their work. In contrast, small computer service companies have fewer customers, allowing them to devote more time to the service and avoid errors; 2) the qualifications of the technician: how experienced and detail-oriented is he or she? This makes a huge difference in that a computer technician with many years experience will be able to service or repair a computer with accuracy and speed. Yet consider what happens when high speed is expected from an inexperienced technician servicing a computer. If this technician hurries to meet the quota and lacks efficient details, the customer ends up with a faulty service; and 3) the reputation of the company: researching customer reviews of the service online or by word of mouth will tell an individual a lot about the computer service offered at a company. When it come to large retail electronic stores, it is important to find out if computer services are new at the store or if they have been in service there for a long time. Discovering a computer service’s reputation also involves analyzing the key words in its advertisement. Does it place emphasis on high-speed service or on quality service?
Computer service and repair companies that advertise high-speed services that sound too good to be true bring about dire consequences since technicians are more likely to make errors. The purpose is defeated when the customer has to return the product to be re-serviced, which takes longer than a company that did not emphasize speed. Even worse, the error caused by speedy service at times results in permanent loss or damage to one’s computer. To add to this, the customer becomes distressed, feels deceived, and loses trust in the company.
The lesson to take away is that high speed computer service is overrated as it commonly interferes with quality. While deadlines are present in any company, they must be realistic. Considering that not all computer cases are the same, trustworthy service companies will admit that some computer cases will take longer than others. It is important for customers to realize that high speed serves the interest of the company more than the customer since the company aims to get a lot of business. In other words, quantity is placed above quality, and haste makes waste.