Warning: this article contains ideas for developing quality customer relationships!
Have you read any of the customer stories on Descom’s renewed website? What do they all have in common?
Time after time our customers commend us for our excellent customer service, our genuine desire to help combined with superior expertise in the industry, the solution area, or the technology we use. Last week I attended a steering group that develops our cooperation with one of our customers. Naturally, if we wish to develop, we need to know where we are at the moment. That is why we asked the customer: How have we done so far? What is cooperation with us like?
The customer’s representatives’ responses captured what I believe are the very reasons why we stand out from the mainstream of the IT industry. Cooperation with Descom is particularly easy, because we “take care of things”. It may sound trivial, but generally it isn’t. According to our customer, most IT service providers get caught up with task descriptions and contract details. If a customer asks for something, the response is “that’s not my responsibility” or “I don’t know the answer to that” or “these tasks are not part of our contract”. At Descom, the answer is “sure, we’ll take care of it”. If you don’t know the answer: “I’ll find out and get back to you as soon as possible”. Equally important, the customer had noted that we really do try to solve the problems and return to the matter. The customer has always been able to trust that we don’t need to be micromanaged. We are not an additional burden for the busy customer, but we genuinely make our customers’ own work easier.
Another customer contacted us when they had an extensive IT system project heading the wrong way fast. The system had already been built for some time by other providers, and only a few months remained before launching. The system couldn’t even carry the load of a couple of users, when it should be able to host thousands. We were asked to make an analysis of the measures needed to get the system up and running on time.
We prepared the analysis, supported the other partners, and together we got the system into production according to plan. You might have guessed that this was the outcome this story was leading to. What remained in the customer’s mind once the dust had settled was a moment a few weeks before launching, when we were evaluating the project’s progress together. The customer’s representatives were very serious, and they remembered me saying, “Hey, it’s our job to make our customer smile.” The system owner made a mental note of what I said and has brought it up several times after the events. These are the kind of things that set us apart from the rest.