The Founder's Log - March 2022

During March, we got inundated with forgotten password reset requests, so much so it was taking away significant chunks of our time. It got worse over the last few months, but March took us to our tolerance limits. With one user needing their password reset three times! Which is unacceptable. Sadly, businesses don't take IT security seriously and don't enforce any IT policies. If they do, they don't follow through when a team member has failed to meet these policies' requirements. 

We've had enough of resetting passwords for businesses and individuals that can't be arsed to look after this information in a recommended manner. So we decided to introduce a £15 password reset charge for non-technical password resets - basically forgotten or lost passwords. Many other IT providers contacted us to support this move, showing the problem is widespread - they need them to join in with this action!

New Podcast Episodes

Three new podcast episodes went live in March. You can subscribe to the podcast here. 

• In the first March episode, we spoke about why using confidential email in your business is worthwhile.

• For the first time in a while, we had a guest on the second episode of the month! Chanel Greco, the Founder of Saperis, joined us to have a deep conversation about Google Apps script.

• And for the final episode of the month, we spoke about Google Voice and why it is a better alternative to other VoIP telephone solutions.

New Videos

Our TikTok channel, run by Kyle, hit the algorithm, and the channel got many thousands of views and new followers. You should follow too so you can watch our daily videos.

On YouTube, we uploaded seven new videos. A new record for us!

• How to start a Google Meet video call from inside a Google Doc, Sheet or Slide

• How to bring a Google Meet video call inside a Google Doc, Sheet or Slide

• How does a phishing email work? #shorts

• What is a phishing email, and how do they work?

• How to force a Google Drive For Desktop folder refresh in Windows 11

• How to Access Windows Task Manager on A Remote Computer

• How to open and edit an Excel file in Google Sheets

New Blog Posts

Four new blog posts went live, including our password reset charing announcement. 

• How To Force A Folder Refresh In Google Drive On Windows And Mac

• How To Use Appointment Scheduling In Google Calendar

• How To Open And Edit An Excel File In Google Sheets

• We're Charging For "Forgotten" Password Resets

March's Assistance and Support Statistics

In March, 103 subscribers got in contact. Of those getting in touch, 83.5% (86) requested assistance (they want to know how to do something better). The remaining 16.5% (17) asked for support (something is not working as it should). 

78.6% (81) of subscribers who sent a message to us received a response and returned to doing their work within five minutes. 21.4% (22) received a reply and returned to their work within 30 minutes. In March, no assistance or support requests took more than 30 minutes to complete!

99% of subscribers contacted us through our client's unique instant messaging service. In contrast, one subscriber opted to log an old-fashioned email ticket. None made contact through the telephone, which we like to see, as the phone is not scalable and isn't the quickest way to get a response.

Overall, we believe 17 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.