Have you ever had a tech steal one of your customers? Has a customer ever been furious with you because your tech stopped fixing their issue and you hadn’t even realized there was one? We all hope it doesn’t, but we all know it does.
In America, we pride ourselves on being resilient. Facing challenges and not shying away from them.
Unfortunately, in this crisis, I’m seeing vanishingly little of that. The rallying cry isn’t “let’s work together to adapt to the new situations” but it’s whining about “when can we go back to what it was like before”.
How do you set yourself apart from the other MSPs in your area? Are you looking to offer new services? Are you, like many others, focusing on the customer experience to create a connection that will stand the test of time?
Customer experience is different from customer service in that it is ever interaction that your customers have with your company. It includes the ease of contacting an MSP and maintaining a low frustration point in troubleshooting issues.