Guest blog by George Harris, VP of Business Development at OnForce
Whether you’re a managed service provider, an OEM, a VAR, or even a full-service company in the 3rd-party arena, achieving exceptional service is always a top part of your organizational mission. Although your product or service may be very different from the company down the street, that goal remains the same.
As George Harris, VP of Business Development at OnForce says, “There are a hundred ways to bake a cake, but some taste better than others.” How can you make sure that your efforts are resulting in a robust, tasty strategy? Here are Harris’ picks for top ways to garner exceptional service.
- With a certified, qualified tech trained on a specific product. When bringing in a tech, look for one trained by a manufacturer or who’s been through a formal training program — that way, they understand how a product is being used. Also, glance at work history and get a sense of a tech’s skills and knowledgebase. You want someone who can keep pace with innovation, and supplement existing skills with fresh ones in order to stay sharp in today’s rapidly changing business marketplace. So, find indications of that in a tech’s experience.
- Bring in a tech who understands the business environment in which your product or service is being used — knowing the details of a product is crucial, but a tech should also be savvy about how that product is affecting your business or your industry.
- Increase your company’s “soft skills” by utilizing techs who have exemplary listening and problem solving skills, as well as true passion for their work. A successful IT consultant will be flexible when on a project, dealing with unexpected issues and seeing solutions instead of problems.
Focusing on these types of strategies helps a company operate with lower margins, keeping costs in line, Harris notes: “You have a workforce that’s available now through an online platform, which helps mitigate most of the concerns through a strong vetting process, verification of certification, background and drug testing, performance reporting, and insurance, so why not make the most of that?”