WHY YOU GOTTA BE LIKE THAT? Working in the tech space I get to interact with people at their worst. Their computer is not working. Their app is not working. Heck, they’re not working. It’s frustrating. The Grind. As a tech person, I love problem-solving and troubleshooting. But all of this problem solving and troubleshooting can wear a person down. One of the ways it wears you down is when you work with tough clients. By tough clients, I mean clients that don’t appreciate you. And relationships that aren’t balanced.
HELLO, IT SUPPORT HOW CAN I HELP? The day in the life of a tech support person is filled with adventure. They get to fix things. They get to troubleshoot things. They scratch their head at puzzling problems. They get to help people. At the end of the day, tech support is about people helping people. A tech support person’s core purpose is this. Helping people get back to work.
No matter how much work you put into building the perfect tech environment. Tech support is an art—and not a science. Let me paint a picture. A tech-support call comes in. The person reports that their internet is not working. A technician listens to the problem description. They then review and assess the situation. They quickly discover that issue has nothing to do with the Internet at all.
Yesterday I received a phone call from a client. Apparently their receptionists phone was broken. Now they don’t operate in a normal manner where there is a receptionist that runs a switchboard. But needless to say it’s important for everyone in the office needs to have a working telephone. The issue was resolved in short order but the root cause left me a little puzzled.
The surest way to kill your customer experience is to blow the ending. Not finishing strong. I was at a restaurant last night. The service was good. The food was okay. To be honest, it was a less than stellar experience. But here’s the thing. It wasn’t that bad. It’s likely I would have gone back to try something else on the menu. But then just as you’re leaving there’s a container filled with mints that says five cents per minute. I pointed it out to my wife who was like… What?
I was taught that there are three types of businesses. Knowing which one you are can help you to make better decisions about your business. Now it is entirely possible that there are more than three types of companies. But I was taught that there are three and so here we go. The three types of companies.
Engaging your community for answers is awesome. Yesterday I was looking for a specific model of printer. I currently have a client that’s looking for a new printer and it just so happens that another client has that printer model. So I called a client with the printer I was looking for and asked them a few questions about it.
Someday’s in spite of all your best efforts—you come up short as an expert. Sometimes your answers are not the best answers. Sometimes your advice is not the best advice. Sometimes you fail at meeting the expectations of others. It’s fair to say, that this road we call life, can be challenging sometimes.
Last week we had a handful of customers over to our office to provide video testimonials. It was interesting to hear everyone share what our business means to them. One big takeaway for me was this. We try to provide every client with the same great experience. Even so, with all the work that we put into creating a consistent customer experience.