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Service with a Smile
Charles M. Schulz

Charles M. Schulz

Over the 20 plus years we have been in business what stands out as a critical component to maintaining a successful company is the quality of the customer service. Much of our new business comes from customer referral, our current customers know we get the job done so they’re happy to recommend us to their friends and colleagues.

So what’s the secret to our high referral rate? Well, the proof is in the pudding as they say. We always strive to deliver a personable, friendly, and understandable environment to our customers. Positive feedback from customers is a highlight of our day, and an added bonus to owning a small business. When a customer takes the time out of their day to send an email praising one of our techs for their knowledge and positive attitude it always puts a big smile on our faces, especially since many service calls are regarding something not working.  

This “service with a smile” goes hand in hand with our mission to provide customized solutions to our customers. While many companies lean more toward a “one size fits all approach” we pride ourselves on being able to match the specific needs of each of our diverse clients. Small and medium sized businesses especially have a wide variety of technology needs, and we really feel that a friendly face sitting across the table listening to their specific needs and challenges makes all the difference in transforming a prospect into a customer.

To that end, here are our four customer service mantras.

  1. Being proactive: We strive to get that quote, that proposal, that bit of needed information to the customer before they have to reach out to us.
  2. Making personal connections: In this day of unbelievable technology, it is very easy to rely on email, texting, or forms of social media to communicate. We understand that all of these venues are necessary, and even preferable at times. However, we don’t want to be a phantom company at the end of an email. We still value that good old-fashioned human interaction.
  3. Working the ears and resting the mouth: When you have an issue we want to be like Lucy in that old Peanuts cartoon, and listen. Rather than anticipate your concerns, we’d rather listen fully and then look for a solution to the problem.
  4. Practicing our guiding principle:  We want to put ourselves in your chair and treat you the way we would want to be treated. You are choosing to give us your business, and that is a choice we don’t take lightly. To us, service with a smile is more than just a marketing phrase, it’s our commitment.

 

What are the guiding principles of your business? Share with us on Twitter or Facebook or give us a call!

2017 Wrap Up: 5 Tips to End the Year Right!

With the year winding down it’s a good time to double check to make sure you’ve got all your ducks in a row for 2018. Here are five tips for loose ends to tie up before the ball drops.

  1. Brush up on the numbers! Contact your CPA and have them run the numbers. This helps you to see if you need to do some last-minute purchases in order to reduce your taxes.
  2. Upgrade under the wire! If you’ve considered upgrading your computer or network equipment, check with your accounting department to see whether purchasing (Capex, aka capital expense) or leasing (Opex, aka operational expense) will save you the most money.
  3. Shop til you drop! The end of the year is a perfect time to purchase, as most vendors are trying to wrap up their end of year sales. Be on the lookout for special end of year deals and grab that tech you’ve been eyeing.
  4. Clean house! Have you been holding on to old equipment “just in-case”? Now is the time to donate! Make your charitable donations before the new year so you can use the deduction on this year’s taxes.
  5. Budget now, play later! Start making a list for your 2018 budget, it may seem like not a lot of fun, but the new year is only a couple of weeks away.

What big plans have you got for the end of 2017? Follow us on Twitter or Facebook to share!

Don’t Let Power Problems Eclipse Your Business

With the great American eclipse just passed (hope you remembered your viewing glasses!) now is a great time to review your IT and power! California power providers had been working on a plan for two years to support the electrical grid when the eclipse took effect, in order to adjust for the substantial loss of solar power generation.  However, they still issued a warning that there could be potential power outages!

As a small business, you can’t afford to be caught without power; servers, network equipment, and other vital tech could all suddenly shutdown! Immeditaely causing you to lose money and productivity. Although the eclipse lasted for only for an hour or two, the damage to computer hardware and software comes from tech being suddenly turned off and the resulting spike in power when the grid comes back online.  

All your computer equipment should be protected by surge protection strips, but make sure you don’t go for the cheapest one you can find, as these offer little to no protection!  It’s best to get a surge protector that comes with a warranty to repair or replace equipment if damaged. Since turning off a server suddenly can corrupt operating systems and applications, your servers should have battery backup systems that automatically signal it to shutdown cleanly. 

Finally, now is a great time to double-check your backups! If the worst happens and your system is fried, knowing your backups are solid gives you the piece of mindto know you can get back to business quickly and with minimal loss. 

Remember, even though the Great American Eclipse has moved on, power problems are an ever present risk to your systems and your business. An ounce of prevention is worth a pound of care!

Follow us on Facebook and Twitter, @MannassiIT, for more about protecting your business from anything life can throw at it! Stay tuned to our Facebook for our weekly exclusive tips, coming to you on Thursdays.