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What Does Great Customer Service Look Like?

July 18, 2014

To set up this blog entry, I want to quote from some feedback we received recently from one of our customers. We love this quote because it covers many elements that we believe are necessary for great customer service:

 

"Our office had always been looking for a "computer guy" that would be able to meet our needs as a healthcare facility.  We had been through several over the years.  A patient had turned us on to Northbridge Professional Technologies.  I called and spoke with Bart.  The first thing I noticed is that I actually spoke with an individual.  Previously, I felt we always had to leave a message and wait for the IT guy to return our phone call, which often took days.  Secondly, the response time was immediate.  We scheduled an appointment and they were out to meet us quickly and set up a game plan for our needs.  Anytime that we have run across any problems, even as simple as the printer not printing, we can always count on Northbridge.  I am always able to get a hold of them immediately and they are out here to fix even the smallest of problems.  They are definitely the answer to what we were looking for.  Their customer service is truly like none other that we have found.  That is what makes them shine...  I highly recommend Northbridge to everyone!"

 

Those great words were from our awesome client Heather who works for a health care provider in our area. We appreciate the kind words, especially because it shows us that our hard work to provide great customer service is paying off!

 

I want to pick out a few comments from what Heather wrote to highlight the keys to great customer service:

 

  1. Availability: “I called and spoke with Bart.  The first thing I noticed is that I actually spoke with an individual.  Previously, I felt we always had to leave a message and wait for the IT guy to return our phone call, which often took days.”  We talk to many people in businesses who say the same thing about their current IT vendor, having issues getting a hold of them when needed. Part of the reason for this is that many of them are not professional IT providers and just have a small IT company on the side. They cannot be available because of their other commitments. This becomes a real challenge when your IT problem is urgent, as many can be. When you call Northbridge, you will talk to one of our professional engineers right away. If we are not in the office, our awesome phone system will track us down for you!

  2. Responsiveness:  “Secondly, the response time was immediate.  We scheduled an appointment and they were out to meet us quickly and set up a game plan for our needs.”  We understand that when you have an issue, it can’t wait because your business depends on your ability to function at 100%. We also understand the vital role that technology plays in keeping most businesses and organizations running today. Our goal is to get your issues resolved as quickly as possible so that you can get back to doing what you do – helping your customers and clients and growing your business.

  3. Understanding: “Anytime that we have run across any problems, even as simple as the printer not printing, we can always count on Northbridge.  I am always able to get a hold of them immediately and they are out here to fix even the smallest of problems.”  Small problems are still problems, and if they are important to our customers, they are important to us. We are not going to keep people waiting just because we don’t think the issue they are dealing with is all that urgent.   

  4. Above and Beyond: “They are definitely the answer to what we were looking for.  Their customer service is truly like none other that we have found.”   The reason we feel like Northbridge is like no other IT company is because of the level of customer service we strive to provide. This kind of customer service is uncommon. It takes a great deal of work to provide it, but we believe that work is well worth it.

 

If you have an IT company that currently helps keep your business going, are they available, responsive, and understanding? Do they go above and beyond for you? Or do you get the feeling that we they are only there so you can pay them? Are they building their own business on the back of yours?

 

You deserve great customer service, and Northbridge is proud to provide the best customer service around. Don’t settle for anything less – call us today and let us provide you with professional services and products, and GREAT customer service!

 

Northbridge Professional Technologies

618-565-0471

www.northprotech.com

 

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