If Support…
- Responded with a call instead of silence.
- Gave you immediate attention instead of a support ticket number
- Answered the phone immediately instead of a queue
- Has a queue, then you know something is desperately wrong
- Responded with action instead of a timeline
- Categorically ranked your need based on how much it is their fault and handled those first
- Wasn’t overseas
- Is handled with grace and humility instead of arrogance and finger-pointing
- Did it for you rather than emailing you details on how you can do it yourself, when you have time
- Is as good as it should be, then this blog wouldn’t have been written
- Understands what it is like to do what you do
- Took responsibility for the miscues of their products rather than play the blame game
- Actually is has more staff than the sales team
- Contacted the other 3rd party vendor proactively instead of requiring you to relay the message to them
- Has the ability to fix rather than to dictate and file
- Tries to keep you in the loop rather than at bay
- Cares about their role in your success
- Is as motivated to fix the issue as you are to solve it
….then that is a Support department that I can stand behind. Unfortunately, far too many support departments in our industry fall short. Share with me other ways you feel a Support team can earn your respect and retain your business.
Do you trust they’ll catch you when you fall?
