Road Time Thoughts
- Date: September 5, 2018
- Author: Andrew Meyer - Network/Server Analyst
As I had a long drive home tonight I was trying to decide what cool technology news I should write my blog on. My mind kept on wondering to something I have been thinking about for the last couple months. How does DRN/ReadiTech differentiate and separate ourselves from all of our competitors? I do believe competition is a good thing and it makes everybody better, and in my competitive spirit I believe competition is a better thing when you are winning. The question now becomes; how do we win your business?
I was at working a conference a couple months ago where we set up the DRN/ReadiTech booth to promote our managed service business. Directly across the room from us was a competitors’ booth. As I was passing by their booth, I stopped and chatted with them. We talked about our service offerings, the tools that we use to support our customers and what new things we were trying. They were very friendly and just so happen to offer same services as DRN/ReadiTech and use the same tools that we do.
Ever since that moment I have been wondering how do we compete with a company three times our size, that has the same type of certifications, doing the same type of work, with the same tools that we are? Spoiler alert, I still don’t have the answers, but I did pick up on a couple things since our conversation. I have been told by many customers how nice it is that when they call the office they get somebody on the phone that is ready to help them right away instead of waiting hours for a call back. They also appreciate our willingness to go onsite. Don’t get me wrong, we often will use and love our remote management tools. But when there are multiple troubles to tend to, an onsite visit is more efficient.
Another realization I had is what a great team we have at DRN/ReadiTech, a customer recently told me how they were unable get a hold of me personally and called the support number instead. She followed up with me later and commented on how friendly the team was. She was also happy that she did not have to wait for a call back since they were able to resolve her issues immediately. What it all boils down to is customer service. I believe this is one area that separates us from our competition, though I am always looking for ways to improve our business. If you have any ideas about what we could do different I would love to hear your thoughts. Until then we will keep striving to offer the best customer service and to become the best ISP/Managed Service Company in this great country!