[ Free eBook ] 6 Steps to Managed Services Success Get My eBook

February 3, 2015

3-Day Customer Service Challenge: Day 2

Josh Preston
Service Design Program Manager
ConnectWise, Inc.
Customer Service for Technology Providers

Loyal clients are worth their weight in gold, and I’ll prove it to you.

According to the White House Office of Consumer Affairs, a loyal client is worth up to 10 times their initial purchase. If you’re not seeing dollar signs, you should be. Growing customer satisfaction isn’t just about doing the right thing or taking pride in what you’re bringing to market, it’s also about securing future business transactions.

In the age of social media, you can’t get by with mediocre customer service. Your clients will call you out on Google business reviews, Angie’s List, and hordes of sites your prospects check before deciding whether or not to hire you.

If your online reputation is mud, prospects are likely to run to a more highly rated competitor. And, quite frankly, you’d do the same thing. I know I do. When the service I need is vital to my health or well-being, I want to hire someone others already trust.

To a business owner, their company is their baby, and they’re not about to entrust its care to just anyone. Knowing they can rely on you to proactively monitor and fix problems will give them the peace of mind that leads to long-term loyalty.

So, now that you understand the importance of (and have hopefully collected) customer feedback, let’s talk about taking action. Here are 6 ways you can start addressing customer complaints:

Day 2 Challenge: Share Feedback with Your Team


  1. Identify common themes. Before even setting up a meeting to discuss customer service feedback, make sure you understand common themes. Condense each issue into one concise problem to solve.
  1. Remove names. This goes for customers as well as your employees. You don’t want anyone to feel like they’re being singled out or attacked. Even if several clients complain about the same employee, that’s an issue to handle privately—either through the employee’s manager or HR, depending on the severity of the issue.
  1. Ask for help. Let your employees know that you’re on a mission to improve customer satisfaction, and you need their help. Tell them you’ll be setting up a meeting to review feedback and brainstorm solutions, then ask for day, time and location recommendations.
  1. Set up a brainstorming session. Once you’ve received adequate feedback, set up a meeting. If at all possible, consider making this an off-site meeting. Taking people out of their day-to-day environment can spark creative solutions you wouldn’t otherwise glean.
  1. Brainstorm solutions. Before the brainstorming begins, ask for a volunteer to capture all the ideas. And remember to stay positive. Make sure everyone’s voice is heard. There are no wrong answers here, just ideas.
  1. Vote on the top solutions to implement. This doesn’t need to happen on the same day as your brainstorming session. In fact, it’s best if it doesn’t. Put the ideas aside for a week, and then send out an anonymous survey to decide which 3 ideas to implement first.

So, (by now) you should have customer feedback and employee ideas around how to improve customer service and satisfaction. Next time, we’ll explain what to do with all this valuable feedback. But until then, be sure to check out our Help Desk Best Practices for actionable ways to improve your satisfaction rating.

Josh Preston Service Design Program Manager
ConnectWise, Inc.

As a father of two who plays Minecraft with his daughters, Josh knows the value of practice, perseverance and a fresh perspective. Raising two little girls keeps you on your toes, and Josh brings that agility to his work at LabTech Software.


Share Your Comments

Your email address will not be published. Required fields are marked *

Subscribe to Our Blog

Stay In The Loop!

Resources to Grow Your IT Business