by AVY

The GREAT customer service is no longer an option in most industries, unless you sell water in the Sahara desert and you simply don’t care due to absence of any competition. Most of us, however, live and work in the very competitive environment on the daily basis and as we are running into similar products and services with similar qualities and benefits, we have to make the choice with whom should we do business with. So what makes us go to that specific convenience store or bank, even though there are many other stores and banks in the neighborhood? Why do we choose where we shop, eat, and service our cars and computers? Why do we go online and read customer’s reviews and comments when we are thinking to book a vacation or place a reservation at the restaurant? The answer to all these questions is the same- CUSTOMER SERVICE!

I believe GREAT customer service brings up the value to any product or service offered. It is the only component in your business that you can have direct impact on right away by not spending a dime. Here are the main components of successful customer service experience: knowledgeable/friendly staff, consistency, and proactivity.

The #1 component of the GREAT customer service is your staff. Who you hire is imperative for the retention of long lasting successful relationships with your customers. Obviously you want your staff to know and understand the products and services the business offers, it is something that can be taught. The most important aspect here though is the friendliness and sincere interest your staff must deliver when they converse with your customer. I am sure that I am not the only guy out there, who has experienced robotic response from a “service” representative in the calling center. Think about how it makes you feel, when you talk to a live customer service representative and they just read the same script over and over again with no help to your question- because the script for your question has not been yet written. That is where you get lost in the calling tree, and nothing gets resolved. To avoid such experience by your customers hire the right people, have fun and love your customers!

The #2 component of the GREAT customer service is the consistency. Think about how your staff answers the incoming call? How do you or your staff handle problem resolution and follow up? Is there a process in place to record or notate the conversation with the customer? Consistency is the key to a successful relationship with your customer. The way your staff answers the phone shows what kind of company you are. Don’t you hate when after being on hold for 10 minutes you have to explain the issue again, because no one has followed up with you from your previous conversation 2 days ago and did not take notes during initial dialog? That is where the consistent note taking and follow up should take place in your organization. I recommend that you have client relationship management software in place for staff to keep track of issue resolutions, or at least insure that your staff keeps track of their notes. The consistence in the customer service delivery is the core of your success with being GREAT.

Proactivity, I personally believe, should have a whole separate blog written about it. For now, however, the main point of proactivity is to show that you actually care about your customers. In my most recent discovery meeting with a prospect, I heard something as such: “Our current IT provider did not notify us of when we should renew our software license.” Please try not to have such statement from your customers, because this is an example of how NOT to be proactive and caring for your customers. Being there for your customers and preventing problems before they happen is why these customers are still coming back and you are in business.

TechGen’s philosophy of GREAT customer service is being knowledgeable, friendly, consistent, and proactive. We dedicate ourselves to deliver the best in class customer service to all of our clients, and we are proud of it. Customers/clients are the people that invest in your business growth, and GREAT customer service will help their retention! Tell us your story and never hesitate to contact us with any questions, comments or needs!

by AVY

So far, in my previous two blogs, I have written about “THAT” day and “THAT” IT guy. One common theme in those articles is the service, that TechGen provides, which releases small business clients from their day to day IT hassles. One could ask: “What is so different about TechGen’s service from any other IT service company?” and the answer is a personalized, proactive and strategic support that TechGen delivers through their “StressFree IT”™ flexible solution.

At this point many of us have heard of Geek Squad, the all famous IT support group inside of a big brother Best Buy Corporation. There are a few small business owners who have turned to Geek Squad for the IT support on their small businesses to later realize that when you pay little you should expect little. ItChannelInsight.com has noted: “The implication being that because of the poor service of the Geek Squad; potential clients would use them, then repent…” (“The Good News about Best Buy” by Todd Nielsen on January 24, 2012). On the same token, however, what is little and what is a lot? How do you determine the value you are getting from any service? These are the items that TechGen covers by providing their clients with the personalized solutions. We do not stick you with a package, or a “plan”, or anything else for that matter, for you to later realize that you do not even use or need any of the services that are included in the given “plan”. TechGen’s “StressFree IT”™ solution gives you the freedom to choose your own services that are needed for your business to operate and run smoothly on the daily basis. We are here to recommend and suggest, but never will stick it in your “plan” and have you pay for it. It’s simple, you tell us what you want to accomplish- we tell you what it takes to get it DONE! Nothing more or nothing less!

Now, the word proactive means different things to everyone, but to TechGen it means monitoring configuring, and protecting that valuable thing called- YOUR network. “THAT” IT company claims that they will “proactively” manage your IT system. What does it mean? Will they proactively bill you on the monthly basis or will they proactively pick up the phone when you call them when something happens? Our job at TechGen is to make sure that you only call our helpdesk service line with inquiries about upgrades and additions or to say “hi”, never with issues that occurred due to the failure of our service. We will attempt to prevent any mishaps to your network behind the scene, so you can concentrate on the important stuff- YOUR business. Proactive to us means- relax, we got you COVERED!

Lastly, most IT companies are trying to come up with some serious looking reports, which are confusing and not telling you much. You pay for them because its part of your “plan”, so you fill obligated to have it done. At TechGen we do not provide reports that no one can understand or read- we run diagnostics of your hardware to see if it’s time for you to look at replacing it, and it will never be a surprise when we suggest you to do so. The major part of our BEST in class service is to strategize with you, based on YOUR short and long term GOALS, on a bi-annual basis. Centered on your plans, we will put a strategy together for you so when the right time comes you are ready to go and all of your IT needs are met. The coolest thing is- it costs you NOTHING! Free strategizing for as long as you are part of our “StressFree IT”™ association. No “plans” and “packages” -just have the relationship with TechGen is all it takes! Does your IT support company treat you that way? Contact us for a FREE/NO OBLIGATION service evaluation and tell us your story- we WANT to know!

All material Copyright © 2012 TechGen Consulting Inc. unless otherwise noted.

by AVY

Happy New Year from everyone here at TechGen Consulting Inc.!

Most of us are awaiting positive changes in our economy, businesses, and personal lives. We are making plans for vacations, new business ideas/products, and big ticket purchases. Very few of us, however, are thinking about new hardware and software upgrades to our computer systems in the office. Hardly any of us think about replacing any of our computer hardware- “if it’s not broken do not fix it” the slogan calms us down. Then “THAT” day comes, when everything crashes, you lose files, important customer data, and most importantly your or the team’s production time which may equal to a lot of lost revenue. You may be asking yourself “This is only a three year old computer?”, “That guy at the computer store told me this machine will work for a lifetime?!”, “How could this happen?!”

Before you go back to that computer store trying to locate that sales guy, let us tell you that a business class machine’s useful life is 3 years, and most of the warranties that we offer through our vendors are three years anyway. So as long as you are on our StressFree IT plan- TechGen’s got you covered! Plus to insure you do not lose your files, that you worked so hard on, we monitor your IT equipment 24/7 365 days a year. Our state of the art software and equipment will give us warning signs of an upcoming problem before it happens. Our technicians will contact you before you even call us with a problem and recommend you the course of action to fix your equipment or software issue. Or if it is a minor issue we’ll just remote in and fix it behind the scene- then tell you about it. Think of all the time you will save, all the money you will make and all the happy clients you will have! We help protect against the viruses, funny e-mails, unknown messages, unproductive days due to IT equipment failures, and employee’s excuses about their slow computer that prevents them to be productive.  

If after reading this you are still thinking about contacting TechGen  to review your current IT equipment and software, how about if we tell you that any small business customer could qualify to receive tax credit of up to 35% of total purchase price (including any software and/or installation costs) on the first year*. Would this attract your attention? If so, all you need to do is call us here at TechGen. We work with vendors and local banks that have special financing options for you to either purchase or lease at great all times low interest rates. At the end of the day, that old equipment you have, probably, does not even qualify for any depreciation credit anyway, so why wait till “THAT” day comes, call or email us today to get the supper fast response in the industry!

TechGen is your department of defense, police, hospital, fire department and psychologist for all of your IT needs, concerns, and issues. Our StressFree IT plan covers it all, so you can concentrate on your business. If you grow, we grow, so let’s help us to help you! Call, email, or tweet us, we will be happy to provide you with a comprehensive detail evaluation of all of your current IT equipment and software- Yes, it is FREE! You keep the report – NO obligation!

*Please direct all tax credit questions to your certified accountant, we fix computers, not tax returns.

All material Copyright (c) 2012 TECHGEN Consulting Inc., unless otherwise noted.