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Kevin Fream
America's Cyberist Helping Financial & Professional Services Avoid Loss, Improve Business, and Eliminate Doubt
T - Minus 222 Days
Everyone is worried, but few are doing anything.
Simon Sinek often says he shouldn't have a job because he states and does the obvious.
In a lot of ways, I'm the same. In most cases, clients have far too many servers. It's a shocking revelation because everyone tells them to get rid of stuff and stop wasting their emotional energy, time, and money ;)
A client has decided they want to use some "friends" for daily IT support. That's their prerogative because they are not our hostage. Business priorities change and like all Delta processes the transition is smooth and painless in just a few days.
The client is required to do a vulnerability scan for their HIPAA Risk Exam this year and we briefed them on some critical decisions for their critical systems.
Their friends are worried about a technical call, but it's called a chain of custody. We provide the client their file with a System Plan, Standard Operating Procedures, and related 5 Year Strategic Plan information updated each quarter.
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We then have a call reviewing a logical three-steps picture along with the dates the client folder is provided, when licenses should be transferred for no service disruption, and a SOP of common items like the client should have all user and vendor passwords changed.
The client is then provided a Thank You letter congratulating them on their success. In 6 years they eliminated all servers saving $168,794, saved over $721,853 versus hiring a full-time IT staff, had 8,274 cases resolved in less than an hour, implemented 9 new locations in under 15 days each, and had no HIPAA violations or unplanned outages outside of weather and cable provider incidents.
We're open to working with them in the future and have another 4 new prospects signing on this week.
It's just as and maybe more important to treat people well at the end of commitments than the beginning.
Daily mission:?Draw a picture of your customer experience process from beginning to end.
For more thought leadership, follow?Kevin Fream.
Marketing at Kamind.com
2 年Kevin Fream great inspiration for all of us. Thanks, Kevin
I Help Small Businesses with Managed IT Services in the Healthcare, Legal, Non-profit, Professional Services and Construction Industries.
2 年I agree Kevin Fream. We treat offboarding clients with the same white-glove experience that we use to onboard them because on many occasions they have come right back when they find that the grass isn't necessarily greener on the other side of the fence.