In the IT business, your ability to understand your clients’ IT needs, provide the right solution, and give them a great experience is what’s important. You can’t specialize in solutions without worrying about customer service; they must go hand-in-hand in your MSP company. Even if you feel that you are doing everything right, you have to pay great attention to your customers’ perception of your service. Whether they have a good experience or not, it affects how they view your company and may also impact their willingness and desire to continue using your services.
Improving Customer Perception
Thankfully, customer perception is not a completely elusive idea you have no control or understanding of. It has been studied well, and the good news is that there are a number of specific actions you can perform to improve it. Here are a few tips to improve your customers’ perception:
- Show empathy by demonstrating that you are on your customer’s side – When a problem occurs or your customer runs into a challenge with your network or systems, how you communicate with them is of the utmost importance. You can practice empathy by listening and reserving judgment and blame even when the customer is squarely at fault. Instead, assure the customer that you are going to do all you can to look into the problem and explore different solutions. Let them know what you have already done and that you understand their challenges and frustrations arising from this situation.
- Choose your words carefully – It’s possible to communicate the same pieces of information in ways that give the customer completely different perceptions. You can choose between using positive language and negative language. If you go with positive words that are solution-focused, your client is going to have a more positive view of what your MSP company can do for them. if, on the other hand, you use negative language that primarily highlights the problems and impossibilities, this negatively impacts your customers’ perception.
- Communicate alternative solutions effectively – Many times, the solution to your client’s challenge may not be what they think it is or what they hope you can offer. Once you have understood the exact challenge that they are facing, you can go on to suggest a suitable solution from your different products and services. Here you need to communicate effectively how what you are offering can solve their challenges even though it was not what they had in mind.
Customer perception matters a lot. By practicing the above-mentioned tactics in how you communicate with your customers, you can influence their perception of your MSP company and your offerings. Make sure you empathize with the customer, demonstrate how you are working on a solution, and speak in positive terms.