Article

October 21, 2025

Is It Okay to Give Your IT Services Provider SH*T?!

In today’s digital-first business landscape, your IT services provider plays a critical role in keeping operations running smoothly. Whether it's supporting end-users, or maintaining infrastructure, their performance directly impacts your business. So when things go wrong, or expectations aren’t met, is it okay to be stern?

Short answer: Yes - but with purpose and professionalism.

Why [SH] IT Can Be Necessary

Being stern doesn’t mean being rude. It means being clear, direct, and assertive when the stakes are high. Here are a few scenarios where a firm approach is not only acceptable but often necessary:

  • Repeated service failures: If issues persist despite previous discussions, a stronger stance may be needed to escalate the matter.
  • Lack of transparency: If your provider isn’t forthcoming with updates, or timelines, assertiveness can help reset expectations
  • Missing  Expectations: If your provider is falling short of your expectations, a direct conversation may be needed to realign on those expectations.

How to Be Direct Without Burning Bridges

The goal isn’t to intimidate—it’s to communicate effectively. Here’s how to strike the right balance:

  1. Be specific: Clearly outline the issue, its impact, and what resolution you expect.
  2. Stay professional: Avoid emotional language or personal attacks. Focus on facts and outcomes.
  3. Document everything: Keep records of communications, agreements, and performance metrics.
  4. Set boundaries: Define acceptable response times, escalation paths, and service levels.
  5. Offer a path forward: Constructive feedback paired with a willingness to colalborate can turn tension into progress

When Sternness Becomes a Red Flag

If you find yourself constantly needing to be stern, it may signal deeper issues such as ongoing misalignment of expectations, a lack of accountability, poor communication culture, and simply a lack of fit. In such cases, it might be atime to reasess the partnership altogether.

Final Thoughts

Being direct with your IT services provider is not only okay—it can be essential. But like any professional relationship, the key is mutual respect. Assertiveness should be a tool for clarity and progress, not conflict. When used wisely, it can strengthen your partnership and ensure your business gets the support it deserves.

Kent Smith, as the visionary founding Partner at ourCIO, embarked on a mission to democratize digital technology for small and medium businesses, crafting a unique model that empowers SMEs with the trusted advice and leadership typically reserved for larger enterprises.

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