Response Time – Get there NOW!

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This is such a simple concept, but so many IT professionals miss it completely.

As you know, my business is based on third party IT support. When one of our clients has a problem with anything IT related, they call us for help. The problems range from ‘the internet isn’t working’ to ‘the printer is broken’. We realized very early on in our business that showing up quickly meant happy clients, and also meant that we had a significant advantage to our competitors; they simply didn’t show up fast enough.

The number one reason we’re given when people chose to move their third party IT support from a competitor to us, is that they were unhappy with how long it took for the previous folks to respond to troubles. Whether it is fair of clients to do or not, when they encounter a problem, they expect support RIGHT NOW. As a support provider, you probably have many clients. You probably have a whiteboard full of things you need to work on for different people. However, those people don’t know, and quite frankly, don’t care about your workload. They have a problem and they need it fixed, NOW. And in their defense, they have every right to have that expectation. They’re paying for support services, and they need support. When a manager can’t print an important report for their meeting, they don’t want (and certainly don’t expect) to wait hours or days for someone to come fix the problem. We’ve seen situations where entire networks were down (servers had locked up, no internet, no printing, no network shares, no accounting software) and no one from the third party IT support had shown up until 2 days later. This simply isn’t acceptable.

Once we realized how important showing up promptly was to our clients, we started using it as a sales tool. We advertise on-site 45 minute response time within our city limits. In reality, we are currently averaging about 25 minutes. I can’t tell you how much our clients appreciate and respect this. Literally speaking, just showing up promptly is over half the battle. If you’re going to be in the business of providing support to clients, make sure you’re able to get there when they need you. That’s what they’re paying for.

Author

Martin Lehner

Martin Lehner is an technology professional working for an IT services firm in Whitehorse, Yukon (Canada). He has been working in the technology field for over a decade. With a degree in Business Admin and numerous industry certifications, Martin leads a team of IT professionals that provide third party support for clients. Originally starting a company to offer web development services, Martin quickly realized that clients wanted the entire spectrum of technology services. When Martin is not at work (which is not often, since his company offers 24/7 support), he is busy at home spending time with his family.

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