The Founder's Log - May 2022
It is rare for us to part ways with a client, but we decided to fire a problematic client this month.
The relationship had always been odd from the start. We discovered pretty early on that the business owner had a Jackal and Hyde personality - some days they'd be fine, but more frequently though, they would react oddly. If they asked a question and we answered correctly, they would get rather upset about this, almost like they were trying to go for "gotcha" moments as Journalists sometimes do with Politicians.
The final nail in the coffin for this client was when they asked for all the security we run to keep their team safe from internet nasties to be removed! Clearly could not operate with them after that request and opted to end the relationship with the client.
New Podcast Episodes
The three podcasts that came out in May covered:
New Videos
Subscribe to our YouTube channel for regular "How To" videos. This month included:
May Assistance and Support Statistics
In May, 57 subscribers got in contact. Of those getting in touch, 44 requested assistance (they want to know how to do something better). The remaining 13 asked for support (something is not working as it should).
63.2% (36) of subscribers who sent a message to us received a response and returned to doing their work within five minutes. 35.1% (20) received a reply and returned to their work within 30 minutes. One support case took over an hour to rectify after a Windows Update failed to install correctly. In this case, the end-user was quite upset and worried they had lost all their work. They hadn't, but it was quite a shock for them, so we spent some time with them rebuilding their confidence in their computer.
96.5% of subscribers contacted us through our client's unique instant messaging service, the fastest way to get a response. In contrast, two subscribers opted to log an old-fashioned email ticket.
Overall, we believe nine subscribers would not have needed to contact us this month if the companies they worked for had provided regular training through Learning Sessions by Kimbley IT. The sessions start at £210 and go up to £500, and up to ten subscribers from a single company can join one session.