How to look after your client
Filed under: Business, IT Support, small business —
Posted: 8:54 pm
3 June 2009
I went out today to visit a client who was having problems with ESET Anti Virus. It transpired that despite paying for the software from their previous supplier and it being licensed until September 09 it was having a problem with the username & password for downloading updates. They did not have a copy of the username and password details nor were they able to contact their old IT supplier as they did not seem to be in contact any longer. The simplest way forward was to contact ESET directly to try to obtain the details. After a brief conversation with the main switchboard I was told that they would get someone to call us back from tech support as soon as they were available, yeah heard that before! However I was pleasantly surprised to receive a call back from their tech support team asking how they could help. I explained the situation and gave the username that we had from the software, I was asked to hold. The next thing person to come on the phone asked if I had a “query regarding why the account was suspended”. I replied that I was just trying to find out what the password was as to was not downloading updates anymore. I was then told that the reason it had been suspended was because the previous IT supplier had not paid them for the software. I was asked if I was calling from the “end user” to which I replied “yes”. Now at this point the client had paid the supplier for the software, however the supplier had not paid ESET so by rights the dispute was between client and supplier; ESET was under no obligation to correct this situation. What they actually did was nothing short of exceptional. The man on the phone said “ok, I will re-activate the license to the end of it’s period in September. The only thing I ask is that when it is due you renew the product with us”. This surpassed anything that I was expecting from this situation, the fact was as I said ESET did not have to put this right but the did.
At the end of this, for the cost of a license, they have a very satisfied client who will tell a good few people how well ESET looked after them. It was once said that sometimes you have to give something away free in order to get more business, this is a classic example of how to look after you client even if it may cost you a little; in the long run it will be worth.
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The importance of listening
Filed under: Business, IT Support, life, small business — Tags: Business, IT Support, life —
Posted: 7:37 pm
13 May 2009
Over the years I have seen a great many IT engineers come and go, after all 16 years is a long time in the trade. During that time I have also taught a number of engineers the best ways to do the job, many of which had no formal qualifications such as MCP, MCSE etc. The first lesson that I have always made a point of teaching is to listen; listen to the client. Whenever you go out on a service call you will be given a description of the issue that you are there to resolve. In my opinion, the golden rule is to sit down with the client and ask them to explain the problem and listen. There are two reasons why I always do this; firstly the information that you have been given on your job sheet will be what the help desk interpreted from the client but may not be accurate so best to check. Secondly, you will allow the client to vent themselves to you and during the discussion you can usually connect with them on some level which will invariably given you a better insight to both the issue faced and the client personally. I have always felt that this was standard, common sense in all businesses. However, those of you that follow me on twitter (@robfranklin) will have seen the experience that I had with Dell’s tech support on Friday which left me feeling somewhat frustrated. Here is how the conversation went:
Me: “Hi there, I have a problem with BackupExec for Small Business Server that was supplied with these new servers for my client”.
Dell: “What is the problem?”
Me: “When I enter the license key it says that it is invalid. It accepts the “Premium” license key but it will not accept the SBS key”
Extended period of silence…now 15 minutes in to the call and not progressed
Dell: “What license number do you have?”
Me: “The license key is…”
Dell: “That’s a serial number”
Me: “It says license key?”
Dell: “No that’s the serial number”
Me: “But it says on the front cover that it is the “Software License Key” and inside, just above the key, it says “Software License Key”. Surely it would say serial number if that is what it is?”
Dell: “No that’s the serial number, you need to go to the Symantec licensing portal and register the serial number”
Me: “But I have done dozens of these and I have always just entered the key into the software”
Dell: “They have tightened up the licensing recently”
Me: “Hmm, ok where do I go to register the ’serial number’?”
So now we go to the Symantec licensing portal, I complete the registration in order to log on to the site. After entering the ’serial number’ it says that the ’serial number’ is invalid.
Me: “It says the number is invalid”
Dell: “Are you sure it is entered correctly?”
Me: “Yes I’m sure but it does not say it is a serial number it clearly says it’s a license key”
Dell: “Ok I need to speak with Symantec, can you hold"?”
Me: “Err yeah ok”
So I was put on hold, 35 minutes in to the call and I had made no progress. Needless to say I did not stay on hold as by this point I was completely frustrated by the fact that the support technician was simply not listening. The conversation above it not verbatim but I must have explained to this guy about 10 times that it clearly states it is a License Key and not a Serial Number but he was not listening.
The most important skill that any person who is in a customer facing role can do is just listen. By not exercising this most fundamental skill during this call my whole experience with Dell’s “Pro-support” was completely destroyed and had this been my first experience then I would be one very unhappy client and would think twice about buying Dell again. That said only a week before I had spoken to them and the support tech I spoke to I cannot say enough about. He listened and acted on what I was telling while verifying what I was saying was correct.
I can only assume that my bad experience was a one-off but none the less it was a bad experience. So if nothing else, don’t talk just listen and everything else will take shape.
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Strategic Web Masterclass
Filed under: Business, small business — Tags: strategic web masterclass, web marketing —
Posted: 9:18 pm
8 April 2009
Following on from my recent post about Strategic Marketing Masterclasses, the same company is now running Strategic Web Masterclasses. So what is a “Strategic Web Masterclass”? In simple terms it will help a business owner or the person tasked with looking after the website to be able to an action plan that is tailored to their business and not just something off the shelf. For those that are interested the course can be fully funded for eligible businesses. Read on for more info:
Overview
Award winning marketing consultancy, Fresh Marketing Solutions have put together a course to help all businesses maximise the return from their website. The 1 day Web Masterclass will provide the opportunity for learners to put together a website action plan that is tailored to their business. They will learn about the different considerations when producing a successful website and will be able to put together an action plan to be used in their business.Masterclass Content
During the intensive 1 day course, learners will cover a variety of topics such as graphic design and page structure, web standard and technologies, getting the right content, search engine requirements, being realistic with your budget, planning your website and writing a brief for web designers. The course is suitable for any team member that wants to understand how to maximise return from their website.The Benefits
Upon completion of the course each learner will have a good understanding of the various elements that will help their website to become more successful. By having this first hand understanding you will be in a better position to chose the right web company and get the most from their current website.The Web Consultant
With over 10 years experience, our Web Consultant selected to run the Masterclass has a wealth of experience across businesses from a variety of sectors. These range from large organisations, small to medium enterprises and independent sole traders.Course Details
Masterclasses will be held in May 2009. The course will be delivered in a local training facility where refreshments and lunch will be included. Specific details of location, times etc will be issued in the learner packs sent 2 weeks before the course begins. All learning materials will be provided.The course is priced at £500 per learner (excluding VAT) with the option of group discounts.
Funding Now Available
For eligible companies*, Fresh will be able to arrange government funding to meet 100% of the course costs.Important Information
The course will be delivered over 1 day from 9.30am to 5.30pm You will receive notification by email that we have received your booking form.
A pre-course information pack will be sent out to all learners in advance of the course. The course must be paid for in full before the start of the course. This booking form constitutes a legally binding contract. In the event of cancellation, refunds will be made minus any associated costs.* For businesses that are eligible for funding, payment will be required prior to the course which will then be reimbursed to the learner.
If you are interested then please feel free to contact me directly rob@freethecityone.co.uk or contact Fresh Marketing Solutions directly on 01623 786786
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