February’s issue of Wired features on it’s cover: Why things suck! with a photo of Sarah Silverman (from Comedy Central) wearing a t-shirt that reads “Tech Support.” The article goes on to list the top things that “suck,” and prominently in the list, one finds Customer Service.

So why does Tech Support suck? Sarah says it’s because support reps are unmotivated, they are helping up to four customers at the same time, and call centers rarely measure customer satisfaction.

Wired readers, do we have a surprise for you.

This month we joined the world’s finest IT service and support association: the Help Desk Institute. We take customer service very seriously and, as we type, are soon to release something that will change the tech support and customer service industry. Talk about incentives. Talk about passion, and talk about customer service. We are building a community offering that will change the perception of Tech Support as we know it. The Help Desk Institute will be a key part of our strengthening our devotion to change the way people understand tech support, and we’re delighted to be members.

Is it common courtesy to offer free Wi-Fi to your houseguests or to your neighbors? Well, perhaps guests, yes. It is almost the same as offering hot water for a shower or coffee in the morning. Call it cyber-polite. But what about offering free Wi-Fi to the people sitting in the car on the corner tapping right into your network? That is theft, no? They probably aren’t planning on leaving a donation on your doorstep to help offset that months Internet bill.

Well, I recently read an article in Wired where a network security professional deliberately left his wireless network open. This means anyone within range of his wireless network could easily connect. There is no password required nor is encryption enabled. The article takes an in depth look at the security protocol of wireless networks and just how safe open lines are.

Because of the aforementioned article I have thought of some other questions that beg to be answered.

• Can You Have Both Open and Secure Wireless Networks?

Ninety-nine percent of home class wireless routers/access points don’t support multiple BSSID/SSID wireless networks. This means your wireless network is either Open or Secured, but not both.

• What are some solutions?

In my experience solutions are rather easy to come by. In fact, anyone can purchase “business class” networking equipment in order to have two or more wireless networks (one open the other secured). If that isn’t what you prefer you can always upgrade the firmware on your Linksys, Dlink, NetGear etc. to a 3rd party firmware that supports multiple BSSID/SSID networks.

Whatever the case, the reality is still that 54% of computer users (560 people surveyed) admit to using someone else’s Wi-Fi without permission. Are you guilty? If so, did you know that depending on the country and/or state that you live in there are laws regarding the use of other people’s wireless networks without permission.

If you connect to someone else’s open Wi-Fi router and start using that broadband Internet service you are: a) guilty of stealing from the service provider; b) committing an unethical act; c) really cheap; d) not guilty; or e) all of the above. The correct answer is wide open to debate. But the range of possible answers - and there are plenty more, I’m sure - is indicative of the variety of passionately held opinions and legal murk on this question. Whether you run the network or you are borrowing the network the only real solution is for you to decide for yourself when enough is enough.

MinuteFix is as much about connecting people as it is about providing technology support. I met Phil last year at SOBCon, a yearly business blogging conference held in Chicago where we both were invited to speak. Phil came across immediately as the type of person who I’d like to be associated with: energetic, sincere, fast on his feet, young and enthusiastic. Not to mention his face is always flooded with a contagious smile. Months later when we started building what is now MinuteFix, Phil’s background and personality just seemed like a perfect match to the promise we have made at MinuteFix.
 
Phil Gerbyshak is known in the blogging circles the “Relationship Geek.” He says his mission on this planet is simple: To help people unleash the greatness inside them. He connects people to these ideas to take them to the next level. But not only does Phil understand the importance of building relationships in business, but he has a passion and background for the essence of what is MinuteFix.
 
Phil has been working in the Help Desk and Customer Service area for over 20 years and has been involved with HDI (Help Desk Institute) for the past years as the local chapter officer in Milwaukee. He currently manages an IT Help Desk at a financial services company where his team of 7 technicians support over 2,000 desktop computers around the world. Phil is the author of the book 10 Ways to Make It Great!, as well as a professional speaker.
 
I’m happy to announce that Phil has joined our founding team as consultant and advisor. He will be helping us with building a solid community of technicians by offering training and strategic planning while helping us build strong communication ties to our global community of users. Phil brings tremendous experience, knowledge and connections to the help desk industry, and sees MinuteFix as an ideal project where he can blend his passion for forming great relationships and delivering what he knows best–delivering great technology support.
 
Welcome aboard Phil, and thanks for making us great.

Being on par in terms of price and quality only gets you into the game.
Service wins the game.

TONY ALESSANDRA