How to Achieve Outstanding Customer Satisfaction

Outstanding customer satisfaction. Figure out how to deliver that better and more consistently than your competitors and you’ve solved one of the most difficult aspects of building and maintaining a successful business.

Companies that earned Channel Futures MSP 501 status, considered among the best in the IT channel, constantly work at cracking that code. They’ve established methods to ensure every one of their employees executes world-class customer service with each client in every transaction.

Jason Rincker, director of revenue at Stronghold Data; Tim Pabich, CEO of Magnitech; Anthony Polselli, CEO of Natural Networks; and Mitch Morgan, CEO of New Charter Technologies, are among those leaders. They’ll share their strategies on the “Achieving Customer Excellence: MSP 501 Best Practices“ panel at the Channel Partners Conference & Expo,

These leaders change, adjust, tweak, monitor, document and review every aspect of the services they provide to guaranty all customers have the best experience possible. They fix what doesn’t work and polish what does. Over and over again. It’s not easy, but it’s necessary.  Clients remember many of their good customer service interactions, but they never forget a single bad one.

Natural Networks’ Anthony Polselli

Anthony Polselli of Natural Networks in San Diego knows this. He keeps customers top-of-mind among his employees by sharing personal experiences. When his high-end car recently broke down on the off-ramp of a busy California freeway, he called the number for the manufacturer’s roadside assistance service. The company said it would provide immediate help. Not the case.

“It was a horrible experience. It was so bad and put such a bad taste in my mouth I may never buy another Audi again,” he said. “I take from those real-life experiences, even though they’re from a completely different industry. What can we learn from them to help us when we’re taking care of our clients?”

Here are some other ways our panelists achieve outstanding customer satisfaction and legendary service. Attend the session to learn even more.

Channel Futures: Share with us one or two best practices you use to achieve a high-level of customer satisfaction.

Jason Rincker: It’s important to emphasize the need for consistent and proactive communication with clients. This means setting expectations and delivering on them consistently, while also being transparent about any potential issues that may arise. In addition to the Blue Sky session, offering regular check-ins and progress reports can go a long way in building trust with clients. It’s also important to differentiate from competitors by offering personalized solutions that are tailored to each client’s unique needs and challenges. Blue Sky is what sets us apart.

Tim Pabich: We focus on employee satisfaction first.  To do that, you have to develop your operational maturity and provide support within the organization. Happy employees translate into a happy customer experience.  By doing this, we’ve created a demand for talent who want to be part of the Magnitech culture.

Anthony Polselli: We’re in a customer service business, so it’s about taking care of people. You need to understand people, you need to be there for them and listen. You need to be helpful. There aren’t one or two magic things that we do; we do a bunch of little things. We do the traditional stuff, like client satisfaction surveys after every ticket. It’s based on a zero- to five-star rating. If somebody gets less than a 4.5, then the manager is …