Recipe for a Delightful Customer Experience
Surprises usually come from places least expected. I got one a couple of weeks back, as an email from one of our Clients nominating a Sr. Engineer (working in Bobcares) for our monthly Employee award programme. The reason? Simple Customer delight. Here is a snippet from the email. For the sake of privacy, I am withholding the client’s name.
M(employee name withheld) is an incredibly hard worker. On several occasions he has even logged in outside his shift in order to resolve some outstanding issues he knew may have been important to me. He works extremely hard and I rarely see him take breaks at all.
Most of my techs in the past I have had to train, even if the company claimed they were “level 3” technicians. M is an extremely talented tech. There have been many issues that are left only for him to resolve as no one else can resolve them. I dare say an admin here in the US charging $35 – $50/hour may not be as knowledgable and talented as he.
Our primary division focuses on Server Management. The work load is high, and the tickets are much more complicated then your normal web hosting, or even datacenter desk. M is the only tech that I have ever had (even with previous higher paid US admins) that I can go away for 8 hours, sleep for 8 hours knowing that absolutely everything is taken care of. I have full confidence in him.
Perfect English. Perfect communication skills. I never have to explain things twice. He always updates me with things he knows I would normally want to be updated on.
When M works the desk, I come in and find closed tickets that are never reopened because they are resolved completely and perfectly. When other techs work, half of the tickets may be resolved, and the other half simply delayed or not fixed at all.
He is the reason why I have stayed with Bobcares and will have a total of three full techs next week. (Third tech being hired in two days.)
He is the reason why all of my future techs will be hired from bobcares. My company has doubled in size every 9 months since our establishment started. It shouldn’t be a surprise if within a year I add two more techs to the team from bobcares.
Extremely responsible. Unmatched Talent. Perfect Communication Skills. Unwavering under Pressure. Absolute Dedication. Workaholic Nature.
Those are the reasons I believe he should be nominated for the Wall of Fame Award.
The Wall of Fame award is generally not open to clients. Nominations are usually made by Team Leaders or Managers. And yet this client, specifically asked for a way to express his happiness for M’s work. On learning there was an Award programme, he sent us this nomination. Needless to say M was selected out of several other nominations that we received that month.
Last July 2005, we had a similar nomination from a Client for another Sr. Engineer.
“A(name withheld) is awesome! He has been helping to administer four of servers, two of which he recently set up for us. He has also been very in being a resource for our front office staff as they learn and understand more technical details He has done a great job recommending some new software; particularly recently a collaboration suite that will really help us track our work together. We appreciate the teamwork approach at Poornam(Bobcares), that if A has not worked with a particular situation, he has others in your organization who might know where to go or how to solve the problem.
We’re looking forward to a long relationship with A and Bobcares, thanks!”
Many wonderful people work in Bobcares. These are people with brilliant technical skills and communication. Yet, that in itself doesn’t help drive Customer delight. The common thread that runs among great performers is not only their skill, but also their desire to help Customers, put out fires and generally make sure things are running smoothly. Without doubt, they help support hundreds of thousands of small and large websites in thousands of servers across America and around the world.
Note: Views of clients are those of the clients alone, and are not necessarily endorsed by Bobcares.com. It is included, simply because it was part of the nomination.
About the author:
Sangeetha Naik heads Bobcares.com. She is the co-founder of Poornam Info Vision Ltd., Software and IT services company specializing in Linux based solutions for Webhosts and ISPs. Poornam Info Vision is an ISO 9001:2000 certified company with a team of over 140 engineers.
Sangeetha is a Computer Engineer based in India and has over 7 years of experience in the Hosting industry. Her articles have been published both online as well as in print.