5 Things to Keep your Customers Happy and Reduce Churn
This week was a rough week for me. We had a couple of events that through off everyone in the service team. The WannaCry ransomware outbreak and the media coverage caused panic throughout our client base. We needed to react with communications, blog posts and new scripts to install the emergency patches released by Microsoft. We are always looking for proactive ways to keep our customer happy and prevent churn.
This was coupled with a couple of big P2V or physical to virtual conversions and a hijacked server at a cloud data center. Needless to say, there was a lot of stress in the office and it reminded me what our clients go through when they have a problem. So today I want to talk about 5 things you can do to reduce churn and have to keep clients that are happy to refer you to their friends.
So what are they?
* Put yourself in the caller’s shoes
* Don’t Assume – Listen, think then Speak
* Get the Facts Jack
* Get to Know Your Clients and their Users
* Get Organized – get your House in Order
Show Links
Some links from today's show. I highly recommend all of these to help grow your business.
* Dave’s Charm School
* Gazelles and Scaling Up
* Rockefeller Habits and the Scaling Up Book
* Doug Diamond – Gazelles Coach that knows the MSP and Software Development Business
* Digital Equipment Corp - MicroVAX
That’s it for episode 7 – as always, I want to thank you for taking time out of your day to listen to the IT Provider Network. My goal is to help you build and scale your managed service business by sharing some of the lessons I have learned over my 21 years in business. If there is something you need help with in your business, shoot me a note by using the contact form at www.itprovidernetwork.com.
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