MyITPros Commits to Monthly Customer Face Time

By Jessica Davis  |  Print this article Print


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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.

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.

"Clients really get to love their guy or gal."

Jessica Davis covers the channel for eWeek and Channel Insider. Her technology journalism career began well before anyone heard of the World Wide Web and has included stints at Infoworld, Electronic News/EDN, and the Philadelphia Business Journal. Her work has also appeared on CNN and Forbes.com. She has covered hardware, software and networking, as well as the business side of technology. She has won several journalism awards, including a national ASBPE award for best staff-written column, and was named Marketing Computers hardest working tech journalist on their inaugural list of top tech journalists. Jessica can be reached at jessica.davis@ziffdavisenterprise.com