The MBA Guide to IT

Episode 33 – How do I triage customer roadblocks?

What if customers are having a hard time working with you?  How do I triage customer roadblocks?

In a previous series, we talked about removing friction from the sales and service delivery process.  In a perfect world, you carefully evaluate improvements and try out alternatives.

What if customers are complaining and you need to do something fast?

This is tough.  I wouldn’t ordinarily recommend you make major changes without ample investigation and maybe a trial run or two.  But sometimes you have to do what you have to do.  Maybe this is your trial run.

In a situation like this, you’re almost certainly going to have to move to an outside service.  You can install servers and new software, but you can spend a bunch of money on things that may not work out.  The good news is that powerful software is now available as a service over the internet.

Hopefully, you’ve made a list of customer complaints:  It’s too hard to pay my bill.  I can’t tell when you’re going to be finished with the work.  Or my favorite, I don’t know when your technician will show up.

Unless you’re a highly unique business, you shouldn’t be reinventing the wheel.  You can probably find similar businesses that have solved this problem already.  Perhaps there’s an owner in another town that is willing to share notes.  Maybe your industry has a tradeshow or a technology chair.  And then there’s Google search.

Ideally, you can start with a couple of test customers.  Are there a couple of clients who value a relationship and would be eager to be part of a trial?

Again, communication is important.  Stakeholders inside and outside your company need to know what is going on.

I’m Carter Edmonds with 20Creek.  We solve IT challenges.

Episode #33 – 1/24/2019

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