Three Things to Totally Achieve the Service Factor
There is an alarming trend in the IT service organizations in today’s service world. It is the lack of quality services provided by small business computer service and network organizations. Could it be the shortage of skilled computer technicians? Or is it really the inability for the leaders in these small computer support companies to see what is happening in their market?Computer support organizations, especially those that focus on the small business marketplace, need to put their focus on their client base. This focus is vital with the emergence of larger players in the small business computer consulting space that are developing an interest in servicing your client base.The three things that all small business computer support companies need to master are:- Anticipate your client’s needs – Computer Consultants need to actively anticipate their client’s business goals now and in the future. Small businesses can change direction on a dime since their decision making hierarchy is very direct. So it is important that the small business service organization has the ability to anticipate what their client’s needs will be now and have the ability to foresee their short term and long term needs. An information technology consultant with the ability to see the opportunities of their client’s needs will entrench themselves into their client’s business for a long period of time.- Proactive Support – Once you can master the anticipation of your client’s needs, the next step is to take the appropriate steps to ensure that the items they have anticipated coming down the pipe are now proactively put into place. Small businesses cannot work successfully in a reactive mode. When their technology support company does not take the steps to proactively service their client base they run the risk of their clients suffering unnecessary downtime. Most of the time, it comes back to an issue that could have been prevented with proper anticipation of their needs and then taking the proactive support to implement the needed steps to prevent any downtime.- Service The Client – Service companies need to consistently service their clients. When you have put into place the steps needed to anticipate their needs and then proactively implemented these solutions, small business consulting companies need to service their clients consistently. Stop servicing your clients and you might as well hand them over to your competition. I cannot speak enough about the enhanced level of service that small business clients require–they will always depend on the expertise of their IT consultant the most . Consultants today cannot assume that things are just working at their clients. You need to be in there all the time.These are three main areas that today’s small business consultants need to focus on to ensure their success. If you do not take care of your clients, your competition will. You can bank on it.Information Technology companies today are so concerned about service metrics, managed services and many new trends in servicing clients that they are failing at one major area–actually servicing them. Small Business consultants seem more concerned about the perfect service plan, how to charge their clients and designing the perfect solution. This preoccupation has them leaving the front door open to their competition who understands the importance of servicing the client, anticipating their needs, and taking the proactive steps to understand their needs, goals and desires when it comes to technology.It is time to get back and focus on what the client’s needs are, anticipate their direction, proactively address these needs and then service the heck out of them.