Recently, I was asked a great point blank question by a prospective client:
“What makes you different from other IT Support Providers?”
Without any hesitation I answered honestly and openly that it is our attention and focus on our clients’ experience with us that separates Compuquip from every other IT services company.
Over the past 12 months we have spent a majority of our management’s time, money, and energy in making sure we are providing the best experience possible for every client decision maker AND, more importantly, our end users. We’ve hired dedicated management resources, implemented improved systems, and have asked/received candid feedback on every stage of our support process.
It’s not always easy in the IT support business because, inevitably, our clients call us when there is a problem. And usually their level of patience is…well…non-existent. A problem in IT usually means productivity is suffering. The good news is we understand, embrace, and love to solve these problems. This focus and attention has been paying off as our customer satisfaction rating is above 95% and we have received more referrals from end users than ever before!
This past month we celebrated our 30th anniversary and in our newsletter we asked for feedback from long time clients and friends. The comments that came back were tremendously motivating and special. After reading all of them we realized these people were not simply commenting on their relationship, nor were they describing a transaction. They were sharing a bigger picture of their Compuquip Experience, as we titled the section.
So whether we call it the Client Experience, the Customer Experience, or the Compuquip Experience, we have found that ultimately our business is about the C-Experience. And though we’re happy with our results, feedback and progress, we’re always striving for perfection.
