Is Technology Costing You Personalization?

In today’s world, IT Support companies can do so much over the Internet or by phone.  While this has created prompt responses and cost savings, have we lost the personalization that so many of us promise our customers?  Catalyst prides itself on being its client’s IT Service Partner, not just their IT support vendor.  But how can we be a true partner unless we know our clients?

I am a big fan of making sure that I personally meet our clients prior to doing business.  However, I only recently met the top executives at one of our larger clients even though we have been doing business for nearly a year.  They were very kind, interesting and enjoyable professionals and I regret not having met them earlier.

This recent meeting got me to thinking about the value these personal meetings bring into a relationship.  There is something to be said when a Service Partner can shake the hand(s) of their clients.  Since we became a national Managed IT Services Provider, it has become increasingly important for us to solidify our relationships no matter where our clients may reside.

It reminds me of the old United Airlines commercial where the boss says that his business has lost touch with their customers.  As he is handing out airline tickets to his team instructing them to reconnect with their customers, he mentions that he too is traveling to meet one of their most valued clients. 

Web meetings are a good option.  Being a Microsoft Partner, I naturally lean towards Microsoft’s Live Meeting.  Some of us have been using web meetings for years, others simply hate to participate in them.  We almost expect there to be some technical issues that arise and the quality of the meeting is often dependent upon the quality of the technology.