IT and Business Insights for SMB Solution Providers

Customer Service

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
Blog Entry
April 10th, 2015 | Karl Palachuk
I had a great coaching session with a new MSP this week. He's been in business for many years, has signed one managed service deal, and is about to sign his second. That's what makes him a new MSP. - read more
Blog Entry
February 2nd, 2015 | Karl Palachuk
I am extremelyproud to announce that we have an amazing line-up for the 2015 SMB Online Conference. Our theme this year is Time to Thrive. - read more
Blog Entry
January 30th, 2015 | Karl Palachuk
Please mark your calendars for a free webinar with Results Software. We use Result CRM in-house. We're just learning about the newest version. - read more
Blog Entry
September 18th, 2014 | Karl Palachuk
Wow. Some books take a month to be "born" into the world. I guess I should expect something like that from a work like this. - read more
Blog Entry
January 9th, 2014 | Karl Palachuk
The notes and time entries in your ticketing system are perhaps the most important documentation that exists within your service department. It's the key to solving problems, defending your billing, justifying payroll, and much more. As a result, you need some standard procedures about entering service notes (time entries). - read more


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