Don Linder, AGS Business Systems
Technology products are just too complicated nowadays. Think about the technology in your office – chances are, you don’t use most of the features on a regular basis. You’re not alone in this – a recent survey showed that only 20% of the features on any piece of technology are regularly used. Almost two thirds of features are hardly ever (or never) used!
As a result, when it comes to navigating office technology, frustration can be a daily “feature”. Fixing this frustration is one way to both improve your customers’ lives and to grow your business. In our line of work, what we try to do is to remove the (very common) frustration of dealing with printers — often the most annoying office device to work with.
We try to help our customers fix whatever is frustrating them – even if it isn’t related to our products. We encourage our technicians to not only install or service our multi-function printers, but to also offer suggestions and advice as to how to increase workflow or customize control panels to improve efficiency. Recently, one of our technicians even helped a customer solve a problem they had with corrupt files, totally unrelated to our products. It’s service like that that grows a business.
It all comes down to having the right attitude about your customers. Even if the problem might not seem critical to you – it certainly is to your customer. After all, it’s your clients or customers that ultimately pay your salary – so you should treat them with the respect that they deserve. And that means really trying to understand them by being aware of their particular needs, and finding the right solutions for them.
Often, customers settle into a pattern – they know what they’ve used in the past and are comfortable with it. Our role as a technology partner is to help our customers’ discover how new equipment and technology will increase their revenue and workplace efficiency. We then provide the technical support and training to make the changes required.
AGS Business Systems has been providing office technology to Vancouver Island customers since 1976 and prides itself on being 100% locally Island owned and operated. Don Linder can be reached at 250.871.0116 or firstname.lastname@example.org.