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 3^rd 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?