5 Things to Keep your Customers Happy and Reduce Churn – ITPN-EP007

5 Things to Keep your Customers Happy and Reduce Churn
This week was a rough week for me.  We had a couple of events that through off everyone in the service team.  The WannaCry ransomware outbreak and the media coverage caused panic throughout our client base.  We needed to react with communications, blog posts and new scripts to install the emergency patches released by Microsoft.  We are always looking for proactive ways to keep our customer happy and prevent churn.

This was coupled with a couple of big P2V or physical to virtual conversions and a hijacked server at a cloud data center.    Needless to say, there was a lot of stress in the office and it reminded me what our clients go through when they have a problem.   So today I want to talk about 5 things you can do to reduce churn and have to keep clients that are happy to refer you to their friends.
So what are they?

Put yourself in the caller’s shoes
Don’t Assume – Listen, think then Speak
Get the Facts Jack
Get to Know Your Clients and their Users
Get Organized – get your House in Order

 
Show Links
Some links from today's show.  I highly recommend all of these to help grow your business.

Dave’s Charm School
Gazelles and Scaling Up
Rockefeller Habits and the Scaling Up Book
Doug Diamond – Gazelles Coach that knows the MSP and Software Development Business
Digital Equipment  Corp - MicroVAX

That’s it for episode 7 – as always, I want to thank you for taking time out of your day to listen to the IT Provider Network.   My goal is to help you build and scale your managed service business by sharing some of the lessons I have learned over my 21 years in business.  If there is something you need help with in your business, shoot me a note by using the contact form at www.itprovidernetwork.com.

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Episode 007
2017, Terry Rossi
IT Provider Network
http://www.itprovidernetwork.com/7
 

EPISODE 7

Terry:   Welcome to episode 7 of the I.T. provider network. My goal is to help you build and scale your manage services business by sharing some of the lessons I've learned over my twenty-one years in business.

Female Speaker:  Welcome to the I.T. Provider Network. Are you a managed service entrepreneur wanting to take your business to the next level? Do you excel in I.T. but feel your business management could be better? Join Terry Rossi for every episode. He shares the skills, tips and tricks that helped to build a successful worldwide business.

Terry:  The five things are put yourselves in your color shoes, your clients shoes. Don't assume. Listen, think and then speak.