IT and Business Insights for SMB Solution Providers

Customer Service

Blog Entry
February 19th, 2016 | Karl Palachuk
New SOP video: Urgent vs. Important One of my favorite book is First Things First by Stephen R. Covey, A. Roger Merrill, Rebecca R. Merrill. - read more
Blog Entry
February 2nd, 2016 | Karl Palachuk
I was going to wait until after Valentine's Day to announce this. But I decided that you might need some extra time to prepare for it. Leap year comes only once every four years. SO - I decided to create a massive sale so big that it is something you absolutely will not see for four more years - if EVER! - read more
Blog Entry
January 15th, 2016 | Karl Palachuk
I posted a new SOP video today, which you can see on my YouTube Channel at Scheduling with Your Service Department - read more
Blog Entry
January 7th, 2016 | Karl Palachuk
Join me in Anaheim at SMB TechFest!!! - read more
December 17th, 2015 | Joe Curcillo
How you handle an angry client will define the experience as educational, confrontational, or successful. - read more
Blog Entry
December 2nd, 2015 | Karl Palachuk
Awhile back I started a blog called Consultant or Amateur. It is intended for you to use with your end-user clients. I state right at the beginning that I am not looking for clients and readers cannot hire me. - read more
October 2nd, 2015 | Joseph Kolchinsky
Standards of what makes for excellent service shouldn’t vary from one industry to the next. An integrator's service should be equivalent to a hotel concierge. - read more
Blog Entry
October 2nd, 2015 | Karl Palachuk
How do you perform service call? Seems straight forward. But I hope you don't "just show up" at a client's office. That doesn't help building your branding. You should have a standard approach to a visit in order to maintain quality and give the client a consistent, reliable experience. Here's my latest SOP video for Managed Service Providers: - read more
Blog Entry
September 18th, 2015 | Karl Palachuk
The astute observer will note that I've started posting weekly videos on Standard Operating Procedures for Managed Service Providers. I've got about ten up so far and I'm posting one a week. - read more
August 17th, 2015 | Daniel L. Newman
Being available to your customers during weekdays and business hours is not enough. It's time to provide more 'service lanes' of communication in the modern, connected world. - read more


Subscribe to Customer Service