IT and Business Insights for SMB Solution Providers

Customer Service

Blog Entry
September 2nd, 2016 | Karl Palachuk
One of our major projects for the year is complete! The Audio Book version of the 4-volume Managed Services Operations Manual is now available at SMB Books! - read more
Blog Entry
July 11th, 2016 | Karl Palachuk
The Seven Chakras of Managed Service The chakras are the energy centers for your managed service business. Through them flow the vital energies that keep your business healthy and profitable. You must put your attention on each of these in turn so you can maintain a happy, healthy, and vibrant business. - read more
Blog Entry
July 8th, 2016 | Karl Palachuk
My latest video is a sample presentation. The core presentation is thirty minutes. There is a quick introduction at the beginning and note at the end for technology professionals. The middle section is exactly what I present to clients. See that video here: - read more
Blog Entry
July 7th, 2016 | Karl Palachuk
Steven sent me a question: "How do you recommend training your clients to use the ticketing system versus just picking up the phone?" Great question. If you've been reading for long, you know that I don't answer my phone and recommend you don't either. I also don't want clients sending me email, text messages, or tweets to get service. - read more
Blog Entry
June 15th, 2016 | Karl Palachuk
The latest audio book from Small Biz Thoughts! - read more
Blog Entry
May 12th, 2016 | Karl Palachuk
As most of you know, I sold my larger managed service business several years ago and started a new one in 2014. My new MSP takes only high quality clients who are dedicated to using their technology to make their businesses better. That means they are willing to spend money and do whatever I tell them to do. - read more
Blog Entry
April 11th, 2016 | Karl Palachuk
We have a tendency to look at the term "Operations" to simply mean everything that a company does. We look at each individual item and say we have processes and procedures for that. This is an atomistic view of operations. - read more
Blog Entry
April 8th, 2016 | Karl Palachuk
A Quick-Start Guide to an Onsite Service Call This morning I posted my latest SOP Video. There are three pieces to every service call: Before, during, and after. - read more
Blog Entry
February 21st, 2016 | Karl Palachuk
Walter recently posted a bad experience on Facebook regarding a contract employee at British Airways. This customer "service" rep uttered one of the worst phrases you can ever speak in a customer-facing position: "It's not my job." There are a thousand other things you can say in these situations, including: - read more
Blog Entry
February 19th, 2016 | Karl Palachuk
You've probably heard the phrase "disruptive technology" applied to Uber and a few other companies that are trying to change the way we do things. - read more


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