Does your IT support person thank you for your Support call?

Sounds a little strange but it is truly one of those things that can go a long way. To many times IT support calls are viewed as a just something that needs to be taken care of. Every time a call comes in it can actually lead to solving bigger problems. Bigger problems solved means less issues down the road.

My goal with my customers is actually getting them to call me when they have issues and then getting the number of times the call me down to a minimum. That equals success for everyone involved. So when you call your IT support are you worried about getting grilled with questions you dont know how to answer or know that person is going to take care of things for you?

Successful IT support is like having that feeling of taking your car in to the shop because you have a flat tire and you know that when you drive away you have confidence it is fixed and you have that peaceful feeling. Unfortunately IT is not as black and white as fixing a tire. There are many variables. The point being is you should get a very warm and fuzzy feeling that your issue will be resolved by your support person.

Many of my customers seem to apologize when they call me for issues. I tell them not to apologize but I thank them for pointing out the issue and let them know I will be taking care of it. After a while they know I will take care of it and I get a lot more information and even thank you when I am done. It is a satisfying feeling on both sides.

You may be amazed the next time you have to make that support call what happens when you give a thank you. Your service may be better in the future and you may even get a thank you back. Like anything. It is all about relationships.