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Customer Service Archives - Steve Satterwhite

Lather, Rinse, Repeat: The Secret to Great Customer Service

Posted by | Above the Line, Customer Service, Entrepreneur, Higher Quality, Leadership, Management | No Comments

Service is often the art of making good on someone else’s mistake.

Cavett Robert

Years ago, our small but fast-growing IT services company got a bite at a big, fat contract with Dell. Our job was to design, deploy, and manage Enterprise IT storage systems for their customers.

During the kickoff to that contract, our customer, Jeff, told us we had to do three things:

First, we could never ever make a mistake, or we’d be gone. Second, we had to be THE low cost provider. And, third, we had to deliver near-perfect customer service. Think Net Promoter or a 9 or 10 on a 10-point scale.

Not one of those things. All three of those things. When OR became AND.

After Jeff outlined the high-level expectations, I started to ask him a lot of detailed questions about how things worked, about the processes and procedures, statements of work (SOW) and the methodology Dell used to design, install and configure backup and recovery solutions. In other words, how were they doing it now?

Jeff just laughed. Read More

When OR Became AND: A Simple Formula For Growing Your Business

Posted by | Above the Line, Customer Service, Entrepreneur, Growing Your Business, Higher Quality, Leadership, Management, Video | No Comments

“No Be-Backs. Ever.”

–Jeff, From Dell

Years ago, I was on a routine sales call with a guy named Jeff from Dell. Jeff was looking for IT service partners to help Dell perform the services their customers needed when they bought Dell server and storage products.

During the sales call, I asked a simple question: “So, Jeff, what keeps you up at night?”

Without a moment of hesitation, he said, “Be-Backs.

What? Read More