3 Questions To Help Customer Relationships Thrive

By Raymond Vrabel, Director, Technical Account Management, Continuum Managed IT Services

In the world of managed IT services, it never really seems to slow down. And when you’re constantly running at full speed, it’s easy to overlook certain risks and challenges that can put your success at risk. The good news is that these pitfalls both start and end with you — meaning you can avoid them if you know what to look for.

Specifically, you know how important proactive IT care and maintenance is to your clients — but do you apply that same emphasis and care toward your client relationships? Getting so wrapped up in day-to-day operations, you may start treating clients like SKUs. Having conversations only when something goes wrong or when it’s time to renew a contract can sour your reputation and put good business at risk. In order to dodge this danger, regularly take your clients’ satisfaction temperature by asking three simple questions:

When was the last time I reached out to my customers just to check in? It’s important to let your clients know they are more than simply a line item on a spreadsheet. Whether it’s via phone, email, or other medium, touch base with your customers on a monthly or quarterly basis

just to see how things are going. Client contact not only helps you emphasize the idea that you’re a partner rather than a vendor, but may reveal opportunities to upsell products and services — turning a friendly check-in into a successful sales call. Schedule time for client check-ins each week.

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