It's a self-evident axiom that if you look after your customers they remain loyal and we all win. We not only believe in the principle, we build on it. Hence we've been finalist in our industry's primary channel publishers - CRN's "Best Reseller 2005" and we've recently won outright the "Best Customer Services business, Surrey 2006".
Further, when annually demonstrating our qualifications for Microsoft's Gold Partner accreditation, in addition to technical skills, we also have to open our entire customer base to a third party (TNS Prognostics) to conduct an anonymous satisfaction survey. The most recent results produced 87% Totally Satisfied + 13% Satisfied with 0% neutral or negative.
This is achieved through small but cumulatively important steps:
- A single point of contact whether you have one or all our Services - you have one Customer Account Manager on one phone number;
- Most call outs have a quick courtesy call in the following 2 days to ensure you are happy;
- A 5 minutes phone catch-up twice a year to ensure we're both on track.
They all add up to enviable customer retention - which is good for both your and our businesses.
Despite best efforts, there will be the occasional hic-cup. When there is, all we ask you to do is to maintain a constructive/solution attitude and work with us to sort it out. Remember that we don't deliberately set out to have a problem - indeed the issue may lay with a third party that we are equally trying to "encourage", an entirely unpredictable issue or plain human error. There's little that cannot be fixed with the right focus and team-work.