Nourish Relationships - Provide solution to gaps
Users have problems; they annoy your staff, abuse your equipment and never say “thank you” for you keeping the lights on. But let’s reflect for a minute; when was the last time you sent your power company a letter saying “thank you”? IT is now a utility; get used to it! Customers have challenges; they consume the services you offer and are genuinely connected to you. Their challenges are opportunities for you to deliver. A customer complaint should always be seen as a chance to win new business. You need to become the person they seek out when they are having an issue, because you proactively provide solutions that fill their gaps in knowledge, platform or process. When you employ curious people, they will look to provide solutions, and these solutions in turn build relationships - both internally and externally. It is these relationships that help transition users into customers.
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