October 17 is Get To Know Your Customer Day! Knowing our clients is foundational to everything we do – do you know why?
Maybe it’s offering the latest, greatest, fanciest, tech gimmicks (which also tend to be the most expensive). Maybe it’s the lowest possible monthly price (coming, of course, with a long list of addendums, conditions, nickel-and-dime fees, etc.)
But what really matters in IT? People, of course.
Understand What They Need.
It sounds simple, right? Knowing what the client actually wants out of their IT should be the first step to delivering those services, but often, the opposite is true.
It can be easy to think that whatever services being offered are everything that a client could need. But the truth is that often a given client is really interested in one specific service or solution – an answer to their problem that got them looking for a new IT support provider in the first place.
It seems obvious, but it’s crucially important to good service: once you know what’s needed, you can ensure it’s provided.
Understand How They Communicate.
We’re very careful about the technical jargon that technicians and engineers are prone to use when talking shop. While it’s acceptable around coworkers, that kind of high-level, incomprehensible language won’t be very helpful to the client during a support call.
Also, we make sure not to forget to take into account the medium in which our clients prefer to get in touch. More and more these days, when someone has to get in touch, they do so via text or email instead of over the phone.
Understand Their Goals.
Lastly, for long-term success in service, we need to know where the client is headed – or, at least, where they’re trying to get to.
After all, no business can get stagnant. It’s vital that they continue to grow and improve, and their IT environment is a big part of that.
In our preliminary discussions with the client, we want to be sure to find out what they’re plans are for the next year, five years, and so on, and what role their technology could play in that plan.
Bottom line: the user experience is the single measurement for the quality of any given solution or service, and that includes IT services. That’s why Get To Know Your Customer Day is such special day!
Absolutely amazing. Matthew came to the office and worked with the laptop I had tried to fix myself. He listened carefully to what I reported, then worked with it for over an hour. He asked if he could take it back to his office to work with it. I agreed on the basis of a two-hour billable cap. He took it back to his shop, I’m sure spent way more than two hours fixing it, and returned to me a laptop I scarcely recognized–faster, working wireless, updated Cisco VPN software–perfection. In the course of his magic, he was always available to discuss the configuration, asked all the right questions and gave the right answers. He met the deadline I imposed. The service was so impressive that I asked about future availability to deal with a small business network if help was needed. There’s a team of folks ready to help.”