Last week, we got a call from a government client about several security cameras that had gone offline. Another vendor had originally sold and installed the system. The client had already called them and was first told they didn’t know when they could get there. After the client complained, they were told someone would be there the next day.
Three days later, no one had shown up.
The truth is, we were busy too. I wasn’t even sure we could fit it into the schedule that day. But it was a government facility, the cameras could have been critical, and there was always a chance the issue could have involved equipment we manage.
So we went.
The problem turned out to be simple: a network switch had been unplugged.
That got me thinking.
Is showing up a skill?
I think it is.
I’d like to think we’re good technicians, installers, and problem solvers. Like most technology companies, we invest in phone systems, voicemail-to-email, ticketing systems, monitoring tools, and every other piece of technology designed to keep things organized.
But none of that matters if nobody shows up.
Showing up is the original customer service skill. Without it, the rest doesn’t count.
That’s why I stress over scheduling. I worry about tickets slipping through the cracks. Sometimes I’m scheduling appointments at 9:00 PM for the next morning just to make sure they don’t get forgotten.
We’re not perfect, but we believe our clients deserve communication, follow-up, and someone who will actually be there when they need help.
If you’re looking for a technology partner who won’t leave you hanging, give SatCom & Computers a call at 318-256-1213 or schedule a consultation.