We've been working in the IT industry for over 10 years, and you'd think our biggest lesson would be related to computers or technology. Maybe the importance of a good antivirus software or the long-term value of budgeting for annual technology upgrades to maintain business efficiency. But our biggest lesson is that listening, empathizing, and communicating with your customers is critical to any technology support whether that's at the enterprise or SMB level, and face-to-face interactions are the best way to accomplish this.
It may be more efficient and cost effective to try and automate as many offsite technology processes as possible and solely rely on email communication or an outsourced or overseas Help Desk to communicate with your customers...not that there isn't importance in operating efficiently. But you miss out on building a strong relationship and trust with people by removing face-to-face interactions.
Technicians or engineers may struggle at times to understand that there is a person just trying to do their job behind an email, call, or ticket. Customers may grow frustrated with the time it takes to fix the problem because they can't see the IT technician tirelessly working toward the solution. And over time people may become reluctant to report "small" computer problems because they don't think the relationship is strong enough, and as these "small" problems build up, people become increasingly frustrated until one more grain of sand causes an avalanche.
NextPoint IT makes sure an onsite face-to-face interaction occurs at your office at least once a month to overcome these barriers. We do walk-arounds to see if there are any unreported issues and either fix them on the spot or document them for a later fix. We talk with your people, so they know it's OK to call us and to help know if there are larger technology trends not being identified by our software. We physically connect with you and your people to know how we're doing and what we need to do to make your lives easier. Face-to-face interactions not only build the relationship, but they also help us improve our business.
The handshake is believed to have originated as a means to make sure a stranger wasn't hiding a weapon upon greeting them, and it evolved over time to become a way for two parties to demonstrate respect and build trust. The handshake today is an often overlooked social ritual, but that physical exchange of trust and respect can be powerful. In the same way, NextPoint IT believes in the power of face-to-face computer support to continually show our respect for our customers and build their trust in us.
We'd love to do a complimentary computer assessment if you're dissatisfied with your current IT provider. Just leave a comment below about your biggest computer painpoint, and a member of our sales team will be in touch!
Credit: Tim Ludden