This past week I was at the Infratactix office in Madison. I went there, as always, with an agenda. The plan was to see as many of our current clients as possible to review their contracts and sign many to new agreements for 2017, with the proper technology and an upgrade of support services. The … Continue reading Service really does start with the customer
This past week one of my partners and I were discussing how much they spend on their Remote Monitoring (RMM) tools. The number came out to around $60,000 annually. I said that is the cost of an employee and they agreed. I asked my partner if he felt he was getting a 60k/year return on … Continue reading Doing more with less
Yesterday I went to get a haircut. As I was waiting for the stylist to finish up with her other customer I was observing the look on the customer’s face. I could tell that she loved her new haircut because she couldn’t stop smiling. Watching the interaction between the customer and the stylist made me … Continue reading Happy customers = More money
Earlier this week I wrote a blog about how your business is failing and you don’t even know it. I want to follow that up with a lesson on interviewing clients. You read that correctly, when you are meeting with a prospect you are interviewing them every bit as much as they are interviewing you. … Continue reading Choosing the wrong clients will destroy your business
Recently, Stuart and I were flying home from the east coast when we experienced a flight delay with US Airways. After being delayed over three hours past our scheduled departure time, he arranged for us to get another flight home on United Airlines. There was a huge error made in the process on the part … Continue reading Recognizing good customer service
Stuart and I were watching the CBS program, “Sunday Morning” and there was a piece by Bill Flanagan called, “No Problem.” You will find the video link at the end of this blog and it’s worth your time. Anyway, this story made me think of my pet peeves regarding the level of customer service I … Continue reading Customer Service…No Problem!!
One thing I tell my partners and their teams is to make it easy for the prospect, customer or client to buy from you. And, by that I mean, don’t give them any reason to look someplace else. One of the biggest failures I have seen with MSPs, as well as with all business types, … Continue reading Enhancing the customer experience
There is so much going on in the world of RMM tools; mergers, acquisitions, and takeovers. Personally it is driving me crazy. I can only imagine how it is making the MSPs who use these tools feel. I can tell you that the partners I work with have voiced a lot of concern to me … Continue reading Don’t worry about your RMM tool; just take care of your clients.