Sometimes, “The customer is always right” is wrong 

Everyone knows this old adage but is it correct? Melby says no. Greystone Technology, with about 50 employees serving SMBs, conducted a survey late last year of about 250 clients. In that survey, 72 percent of the participants claimed response time was what they cared about the most with IT. And while 89 percent said they received the fastest service by emailing their provider for help, 64 percent still preferred to directly contact their support engineer and talk in person. That just goes to show the client doesn’t know what he wants, Melby says. He said if the client know it’s fastest to email their provider, yet they’d like to talk to them face-to-face, they’re not realizing how that will slow response time. “We need to listen and process, not listen and follow,” he said. Melby said MSPs should learn their clients’ technology and tell them what will work best – not the other way around.