Written by: Jess Hartmann
7/6/2009 3:25 PM

Since ProMAX is in the Professional Video Industry, it is not hard for us to understand why responding to customers quickly, accurately and with extra care is so important. Our customers, just don't have the time or the inclination to learn the technical "stuff". Our customers want their technology to work, so they can spend their time being creative. That's where good customer service comes in.

If you have ever been caught with a deadline looming and a computer system, camera, deck, storage, or software that has stopped cooperating, you know exactly what I'm talking about. It's bad enough that you can't get the technology to work. It's unacceptable to call your technology provider and get the run around from multiple people, no call backs, and no solutions. It's frustrating, it's maddening, and unfortunately, it's almost what we have come to expect.

Yet I have found that good service is only a few small steps away from that experience. First, let's agree on one thing: technology is complex and it's not getting any simpler any time soon. I have spent almost 30 years in this industry and have found that as we continue to increase our expectations of technology, it continues to become more and more difficult to purchase, install, use and diagnose problems. So, problems will occur and when they do, here's what I believe you should expect from your provider:

1. Constant Communication - One of the simplest remedies for good service is communication. Typically, if we don't have something good to say, we don't say anything at all. This of course, makes the problem worse and your customer infuriated.   So critical rule #1 - Even if you don't have something good to say, say something anyway.
2. Clear Expectations - We love to hear words of affirmation and we love to avoid conflict. So, many times we tell our customers what they want to hear, but not the cold hard reality of the situation. So to remedy that, we need to be very clear about the current situation, what we can do, and what we cannot. Sometimes those are difficult conversations, yet misleading the customer is even worse. Let your customer know exactly what's going on, what you will do to fix it, and what you cannot do to fix it. Admit it when you are wrong and messed up, and try to work together to correct the issue.
3. Golden Service - Okay, easily put, treat your customers like you want to be treated by your vendors. Of course this rule should be the first one on the list. So, stop arguing with your client and trying to proof that you're right and they are wrong. Stop and listen to what they are saying. Find out what they really want. See the situation from their perspective. Then you will better empathize with them and truly want to be of service.

At ProMAX, we live by these rules. No, we don't always meet this standard, and I can tell you on more than one occasion I have been disappointed with our execution. However, we hold each other to this level of service and we are called out when we don't measure up. It is our daily mission.

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Location: Blogs Jess Hartmann - CEO, ProMAX