5 Big Customer Service No-Nos

By MAXfocus Guest Blog 1

Running a successful MSP business is about far more than showing technical competence. As we suggested in our previous post Customer Service as a Marketing tool, the standard of your customer service is the thing that will build loyalty and encourage your clients to recommend you to their business associates.

Despite this, many companies (of all sizes) get the customer service basics wrong. In this article, we discuss five big customer service “no-nos.” If your MSP business could be found guilty of any of the things listed, it’s time to shape up.

1. Ignoring emails

If you work in IT, it should be a given that you have reliable processes in place to answer every email you receive.

There’s nothing so sure to exasperate a customer than having to send the same query twice, yet many firms still seem to “drop the ball” on this issue.

Key to making sure every email is answered professionally is effective inbox management, and making sure every company mailbox is monitored. Don’t neglect your “info@,” “support@,” and similar mailboxes.

2. Leaving phones unanswered

You must make sure that all the phone numbers your clients have are reliably answered. If your MSP business is small, and you cannot ensure that there will always be someone there to answer your main office number, use an outsourced phone answering service or NOC (Network Operations Center) service.

When your business closes for the day, ensure you have voicemail messages in place that are clear and that state your operating hours. If you provide your mobile number to clients, consider tailoring your personal message if you are unable to answer for a set period.

3. Failing to follow up new business

It’s quite astonishing how many business people complain of meeting with potential service providers and then not receiving promised quotes or further details.

If a prospective client is promised a proposal on a certain date, you must always make sure they receive it. They will hardly feel that you are enthusiastic about winning their business if you fall at this depressingly obvious first hurdle.

“I was busy with other clients” is NOT a valid excuse!

4. Allowing social networking channels to lie dormant

If you’re going to establish a presence on Facebook, Twitter and LinkedIn, then you must ensure you keep it up to date, and quickly respond to any contact requests and messages.

If you’re unable to keep up with your company’s presence on social networking sites, you’d be better off not using them at all, or at least trimming down the number. A Twitter account with five followers and a last update from 18 months ago does not look good.

5. Not seeing things from a user perspective

This is a common trap for IT businesses, especially those with “old school” IT professionals who rarely move outside the basement comms room!

It’s of paramount importance to remember that IT is a service to the business, and not an end in itself. What may seem an insignificant helpdesk issue could be a serious problem to a staff member who is on a deadline.

Can you honestly say that you are never guilty of any of the sins listed above? If so, you’re doing a good job. If not, it’s time to make a few improvements.

GFI MAX offers free marketing materials, sales tips and advice to all MAX customers with our Building Blocks to Managed Services program, designed specifically to help you sell your services. To learn how you can grow revenues, scale your business and of course offer a great service to your customers just sign up for a free trial and ask your account manager about ‘Building Blocks’ to find out more!