Primary Contact — Monthly Discussion

Ben Greiner -

A critical requirement for becoming a member of one of our Support Programs is to:

Commit one person from your team to participate in a monthly discussion focused on how to get more value from our services. Why? Because nearly all technology frustrations today grow out of misunderstandings and communication challenges, and we firmly believe that by committing to working together to communicate, we can best control prices, reduce frustrations and improve our service to you.

When we break it down, what we discover is that managing devices is easy. It’s managing the expectations of the people using the devices that is hard. If we can improve communication — possibly across your entire business — are you interested?

Ongoing education sessions for the Primary Contact within your organization is crucial. The Primary Contact is your internal liaison to Forget Computers. They don't need to be the most technically savvy. They need to be the best at communicating — and eager to learn.

Utilizing a chain of command approach, we rely heavily on our Primary Contact at each client location. The problem we are trying to overcome is that there is often a wide degree of skill levels amongst our Primary Contacts. Some make our jobs easier; some make our jobs more difficult. And to be fair, it’s not always the fault of our Primary Contact. Some organizations communicate effortlessly, while others don’t seem to communicate at all.

In the past, we’ve concluded that it’s none of our business to tell other organizations how to operate or communicate. That sort of stuff is too far outside the role of IT. However, when we look at working together to communicate, if we can share with your organization what others are doing successfully, and this information can help your organization operate more efficiently — not just within technology, but within your business — then shouldn’t we do it? The only thing that’s stopping us are preconceptions about what an IT service provider is supposed to provide.

 

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    Ben Greiner

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