5 Business Lessons We Learned from Google About IT Support

Sankaran Ganapathi

At some point over the last several decades, college dorm rooms expanded from havens for late nights and procrastination to hotbeds of technological innovation and entrepreneurship. Gates, Jobs and Zuckerman, Larry Page, and Sergey Brin changed the way people communicate, learn and dress for work, and they started with standard issue desks and twin-sized beds.

Google founders Page and Brin created principles to guide the company in its effort to “organize the world’s information and make it universally accessible and useful.” Here are five points from the list and the business lessons that we have learned from them in our quest to provide the best IT support possible.

  1. Focus on the user and all else will follow. Some companies strive to take over the world by constantly expanding to new markets and customers. That’s not us. We offer IT support to clients in Boston that promotes growth and efficiency in firms of any size.
  2. It’s best to do one thing really, really well. Every time we expand service packages or certify technicians on new brands, we ask ourselves how it contributes to Terminal’s mission. Does this decision allow us to provide better IT support? We only move forward with it if the answer is "Yes."
  3. There’s always more information out there. It is impossible to learn everything about everything--there are only so many hours in a day--but that should not discourage employees and managers from continuously learning. There is always something to be learned.
  4. Great just isn’t good enough. Exceeding expectations should be every company’s goal regardless of business or industry. We try to do that every day with every client.
  5. You can be serious without wearing a suit. We have nothing against suits--we just don’t own any--but positive, comfortable work environments are essential for sustainability. As IT support specialists, we have visited many companies and can say that the most successful have employees that are excited to come to work each morning.

The other business lessons that Google teaches are less applicable for most companies, like how many zeros are in $100 billion. If only we had invested our evenings in the dorm room crunching numbers for search algorithms instead of watching movie marathons and Six Degrees of Kevin Bacon.