Horror stories of unbelievably poor customer service are everywhere these days. And if your customers aren't buying, it may be tempting to cut back on your service levels to them. But a handful of IT solution providers have proven that exceptional customer service can lead to growth, even during the worst economic recession most people can remember.
Bucking the Recession with Exceptional Customer Service - MyITPros Commits to Monthly Customer Face Time
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Boyle describes his company as an IT service provider, which derives a little
over 50 percent of its revenues in managed services, and hasn’t been too fast
in adopting that as a business model.
“We knew we wanted to do a lot of things remotely, but our business has always
been a long-term relationship business,” says Boyle. “We wanted to be sure that
if our field engineers were in front of customers less and less that we didn’t
lose those relationships.”
So each customer is assigned to a lead engineer so a relationship can develop.
They meet with customers at least once a month, and the engineer reviews trends
and reports with customers as well as listens to customer concerns.
And that’s paid off for Boyle’s company, which achieved 30 percent growth in
2009.
“Customer service would be the last thing we would cut back on in tough times,”
says Boyle. “We want our clients to say ‘no thanks’ when our competitors walk
in their doors because they are so satisfied with us.”
Part of that commitment to exceptional customer service comes from personal
experience—the service that Boyle receives as a customer.
“I’m extremely sensitive to bad customer service,” he says. “It’s easy to lose
my business.”
And he knows that translates to his own company as well.
“Managed services have become more commoditized,” he says. "If our
customer service ever became bad, there are a number of very good managed
service providers in Austin, Texas,
customers could turn to.” Plus, he says, customer service is a way of life in Austin.
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