Business Advice: Exhibit "Technology Humility"
By The Business Solutions Network
It’s easy for solutions providers to get caught thinking they’re smarter and better than their customers. When it comes to IT, hopefully you are smarter. However, just because you have more IT knowledge than your customers, doesn’t mean you’re better. Have some humility. That was the warning of Jason Etheridge, president and CEO of Logic Speak, who spoke at the recently held GFI MAX Customer Conference in Orlando. Etheridge (who was also featured in the Sept. issue of Business Solutions) was one of 5 participating MSPs who took to the conference stage to deliver 10 minutes of actionable advice to show attendees. During his presentation on technology humility, he provided a handful of tips.
Acknowledge Customers Are Good At Something
Let’s face it, whatever business your customers are in, they’re more knowledge and better at it than you are. Make sure you let them know that you recognize the success they have. If they bring on a new client, send them a note of congratulations. If you’re setting up new users in their system, congratulate them on growing. Do this privately and publicly via social media.
Assume Your Client’s Time Is More Important Than Your Own
It’s bad form to arrive late to a meeting. When you’re meeting your customers, be early; even if it means you sit in the lobby waiting a few minutes. Arriving early not only shows you respect their valuable time, it can be an indicator of how you run your business overall. If you’re trying to have a call with your customer, don’t leave a message to have them call you. Let them know that you’ll call them back. Finally, leave your smart phone in your car or muted during meetings. Answering a call or looking at messages while in a meeting tells a customer that what’s on your phone is more important than them.
Don’t Talk Bad About Customers In Front Of Employees
Every solutions provider has a customer that’s a pain in the butt. No matter how bad things are, as the leader of your organization, don’t talk negatively about that customer in front of your employees. Doing so gives your employees permission to commiserate on the topic and, more importantly, those ill feelings will begin to show through your employee’s interactions with that client.
Avoid Acronyms — speak their language, not yours.
Avoid Reminding Them Of How Good You Are . ‘Nuff said.
The above tips might seem like common sense to some, but we all know that the solutions provider community has earned a reputation of being composed of poor communicators lacking people skills. No need to play into these stereotypes. Also, more importantly, following the above advice will lead to healthy friendly relationships with customers and serve as another point of differentiation between you and your competition.
P.S.: Just for fun, here's how not to act: