Business Management – Dealing with the busy times

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This is another installment of my Business Management posts, geared towards those of us who are business owners and/or consultants.

As you all know, I own a business that provides 3rd party IT support services to clients. As such, I’m responsible for service levels, staffing, new deployment scheduling, etc etc etc. This means I’m also responsible for dealing with the insanely busy times that are inevitable.

In the world of IT, things don’t usually go as planned. Servers don’t fail when you expect them to. Phone systems don’t die on long weekends. Vendors show hard drives “back ordered” when you needed them yesterday. Case in point, this past 2 weeks I’ve had nothing but surprises, one after another. First, a server’s hard drive failed for a new client we just brought on that was wanting to refresh all their equipment. As luck would have it, the previous IT support company didn’t have the backup setup correctly, and when the hard drive failed in the server, there was no backup. That hard drive is currently having its data recovered in a clean room. That same day, literally hours later, a legacy phone system died at one of our long term clients. They were waiting for this to happen so they could upgrade to the new IP phones systems that my company deploys. Unfortunately, this is also their busiest season, and they were hoping for a failure closer to the Christmas season when business is slower for them and they would have the time to change out the system. No such luck there either.

I could keep going on and on, because this has been a pretty crazy 2 weeks. The best advice I can give is that clients appreciate when you put in effort to resolve their issues. People are generally pretty understanding when something fails, particularly if it wasn’t your fault or it wasn’t your fault that backups or redundancy weren’t initially put in place correctly. As business owners, we have to be able to stay calm, focus on the issue at hand, and resolve it as quickly as possible for our client. More specifically, we need to have that dedication towards our clients. This could mean working late. This could mean working on weekends. This could mean eating some overnight shipping costs. Each scenario is unique, and will require a unique approach. But the underlying principal is the same: take care of your clients to the best of your ability. Remember, people appreciate when you put effort forward, not ‘punch out’ at 5pm because that’s the end of the work day.


Martin Lehner

Martin Lehner is an technology professional working for an IT services firm in Whitehorse, Yukon (Canada). He has been working in the technology field for over a decade. With a degree in Business Admin and numerous industry certifications, Martin leads a team of IT professionals that provide third party support for clients. Originally starting a company to offer web development services, Martin quickly realized that clients wanted the entire spectrum of technology services. When Martin is not at work (which is not often, since his company offers 24/7 support), he is busy at home spending time with his family.

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  1. Bobby Arneth September 19, 2014 at 10:27 pm

    That sounds like a harrowing task considering the circumstances. Hope you made it through the upheaval but I’m confident you got it under control.

  2. Sagar May 4, 2015 at 5:54 am

    Good One !!

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