Sometimes, To Provide Great IT Service, We Just Need to Move IT!
Sometimes, To Provide Great IT Service, We Just Need to Move IT!
At Snap Forward, going above and beyond what other local IT companies would consider acceptable. It is just the way we do things to deliver great IT service. We make grand statements and back it up with grand gestures. We say it here every day… go big or go home, strive to be the best, never stop improving. These statements mean nothing if we do not act on the promises and statements that we make.
This past Thursday night is an example of how we put our words into action. After work, I stopped at the Jade Grille in Mt Lebanon (highly recommended BTW) for a quick dinner before heading home. A long-time customer was seated at a table, we exchanged greetings and I went to sit down.
Coincidentally, as I was waiting for my food, I received an alert that this customer’s network was off-line. I waited a few minutes and did some quick verifications as I ate my meal and confirmed that I could not access it, then walked over to his table and notified him that I would need to check it out. After a brief conversation, I arranged to meet an employee at their office. I took the remainder of my meal to go.
Upon arrival, we realized that some of the facility’s power circuits were out, including the one supplying electricity to the internet service provider’s equipment. I assisted the client’s employee as he attempted to find the blown fuse. Within an hour we found the issue, resolved it and verified that everything was back online.
Why do I relay this story? It is a small example of why we are irreplaceable as the IT solution provider for our clients. Beyond what we do every day to improve productivity, reduce business risk and plan for the future, we go above and beyond what agreements we have with our clients. We are not responsible for assisting with power related issues but I stayed until it was resolved. Nor am I required to immediately leave a meal to check on a client’s network, but I did so without question. Furthermore, this customer is comparatively smaller than our average. That did not even enter my mind until proofreading this post.
So often, I hear questions like, “What is your guaranteed response time?” or “How fast do you respond to problems?” “How long does this or that take?” My reply is simply, “We do what is necessary to ensure that you can run your business.” Anything less is unacceptable to me and should be to you also. We strive daily to minimize the risk of business disruption. In this case, the building’s power was out and the battery backup was exhausted. There was not much more that we could have done to avoid this issue, so we responded. We do not wait until morning or until it is convenient for us, no matter the size of the client.
If you are tired of hearing reasons why things are not working as expected. If you are tired of hearing that no technicians are available or that something is not covered by a service level agreement, call us to find out how we manage IT. A prospect even told me recently that their IT vendor recently told them “We have other clients, ya know.” WHAT!?! Our clients’ business is our business. We strive to Keep IT Boring but, sometimes, we have to Move IT! and react. If you are tired of excuses, delays, and profit sapping issues, call us. Find out how Snap Forward can “Keep IT Boring” for you by delivering a great IT service experience.