Client dedication

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For those of you who have external clients, like my company does, it’s important to remember that dedication goes both ways. You expect that you clients are dedicated to you (meaning they call you and only you when there is anything IT related that they need help with), but then you also need to be dedicated to them.

Case in point, my company has clients that are 350 miles away from us by road. Last week, I got a call that a printer had gone kaput. Now keep in mind, I don’t live in a metropolitan area, but it is a capital city and has numerous box stores. These clients don’t have that luxury. Literally, there is nowhere in their small city to buy a printer. So, I needed to buy one and get it to them. But then, it’s a networked printer and has to be configured. You see where this is going. So last Wednesday I jumped in the car (a Smart, by the way), and drove the 6 hours north, on a bumpy highway that really needs some resurfacing.

Was that fun ? Not really, I’d prefer to have taken the plane, but on such short notice during the tourist season, it was full. Did I wish I could have stayed home with my family instead ? Yep, you bet. Is my back killing me from the drive ? Absolutely. Would I do it again ? In a heartbeat. Why ? Because my client needed support, that’s why. If you’re going to be in the business of providing support, then you need to provide it when it’s needed, not only when it’s convenient.

Remember, clients pay you to be there when they need you. Make sure you’ll willing to accommodate them, or they’ll move on to someone who will.


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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