I had many sales and presentation meeting these past few months and I have noticed the attempts of business owner’s suggestion of lowering the price of our services. I understand the need to negotiate and bargain for a fair market value, I understand the need to justify lowering the overall cost while still improving the quality of service. However, the recurring message I heard over and over is that the person or company providing the "service" Information Technology (IT) support does not or has not provided them with the value or level of service the client has expected. In other words the level of service has degraded and the perception is that, it could be better, it could be more…more service, better respond time, more proactive support, or simply more attention to detail.
The perception of lack of service is hard to change once it has been engraved on the unsatisfied client and perception becomes reality. So much that the business owner, the administrative assistant, the CFO or office manager go on a silent quest to find a new IT support company that will satisfy that void. What can be done to fulfill that need? And what do we do as support professionals do to create a longer lasting presence that will satisfy the attention needed by our clients?
I have implemented several rules and guide lines to follow:
1. DO NOT leave the client’s premise until all IT support business is completed. Stay as long as needed.
2. ALWAYS leave room between appointments as there will always be more work than expected. This will allow you to call ahead and let your next appointment know if you are running late.
3. IT IS GOOD to be busy and timely but do not rush or make your client feel you are too busy for them. Slow down at least while you have face to face meetings with your client.
4. ALWAYS ask if there is more items that need to be addressed before you leave. You are providing a service and to ensure you maximize their experience and your time should be your priority.
5. NEVER leave anything to chance (i.e. Do not leave, stay and make sure the server reboots and connectivity is established before you leave.) Stay that extra 15 min and test, test, test everything. A happy client will not mind paying for peace of mind.
6. NEVER leave a client on their own or leave them to finish your job. If you start, you should finish and test. There is nothing worse than been handed off more work or a responsibility meant for someone else (the IT professional.)
7. BE UNDERSTANDING and supportive of the needs of your client. If you listen you will understand and do better.
8. CLARIFYING is very important, to have a meeting of the minds. Do not have arguments; set expectations of the outcome this will be beneficial to all. By following these guide lines you will reach and outperform your client’s expectations.
Why are many of these listed items not followed by my peer IT Professionals?
I will continue on my next comment…
