A Better Way: “ B.E.S.T.”
Worst Tech Support Ever <ul><li>Suppose for a moment you were going to design the  WORST  possible technology support solu...
Step 1 <ul><li>First, it goes without saying that you should make technology as complex as possible.  Change things freque...
Step 2 <ul><li>Choose one of two equally frustrating business models: </li></ul><ul><ul><li>1) The “national chain” model,...
Step 3 <ul><li>To really be the WORST, make sure that your tech support business only makes money when your customers have...
Steps 4-7 <ul><li>Only respond to problems when they happen – don’t try to prevent them in advance.  </li></ul><ul><li>Don...
Steps 8-10 <ul><li>Always overcommit your time, so that your customers know you’ll never show up at the actual times (or d...
The WORST Support <ul><li>In Summary, the WORST support is: </li></ul><ul><ul><li>Reactive, not Proactive </li></ul></ul><...
A Better Way <ul><li>What if we….. </li></ul><ul><ul><li>took the time to optimize your computers and networks so they’re ...
A Better Way <ul><li>What if we… </li></ul><ul><ul><li>support you with an experienced and locally owned support team, bac...
Even Better <ul><li>What if we also…. </li></ul><ul><ul><li>Provided you with regular monthly reports showing the status o...
The B.E.S.T. Support <ul><li>Business </li></ul><ul><li>Enhanced </li></ul><ul><li>Support </li></ul><ul><li>Technology </...
B.E.S.T. <ul><li>B.E.S.T. is a completely new approach to servicing small businesses, and was developed exclusively by Com...
How It Works <ul><li>Under our standard B.E.S.T. plan we do four things: </li></ul><ul><li>First, we use our extensive kno...
How It Works (cont.) <ul><li>Second, we use a combination of industry-leading remote monitoring and management technologie...
How It Works (cont.) <ul><li>Third, we put your company on a BEST service plan, which: </li></ul><ul><ul><li>Includes your...
How It Works (cont.) <ul><li>Fourth, we work with you on a Small Business Assessment, to understand more about how your bu...
Advantages <ul><li>Faster Support (often done remotely) </li></ul><ul><li>Less Downtime (able to fix small problems before...
The B.E.S.T. “Family” of  Service Plans <ul><li>B.E.S.T. Proactive: The standard plan, including all management, monitorin...
Next Steps <ul><li>Free, No-Obligation Site Audit to be scheduled </li></ul><ul><li>We’ll Generate a Proposal for you, inc...
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2006 Best Customer Presentation 1 The Worst Way To Run A Business

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2006 Best Customer Presentation 1 The Worst Way To Run A Business

  1. 1. A Better Way: “ B.E.S.T.”
  2. 2. Worst Tech Support Ever <ul><li>Suppose for a moment you were going to design the WORST possible technology support solution for small businesses….. </li></ul>
  3. 3. Step 1 <ul><li>First, it goes without saying that you should make technology as complex as possible. Change things frequently, make sure different brands do things differently enough to keep things complicated, so that customers need tech support often. </li></ul><ul><li>No one will know you’ve built the WORST tech support solution unless they have to use it frequently. </li></ul>
  4. 4. Step 2 <ul><li>Choose one of two equally frustrating business models: </li></ul><ul><ul><li>1) The “national chain” model, using a revolving army of $10/hour entry-level technicians, or </li></ul></ul><ul><ul><li>2) The “lone ranger” model, using lots of small, independent operators. </li></ul></ul><ul><ul><ul><li>2a) If these “lone rangers” are very talented, make sure they get overwhelmed with business so they’re never available when customers need them. </li></ul></ul></ul><ul><ul><ul><li>2b) If they are less talented, make sure they can talk enough competent-sounding techno-babble so customers can’t tell the difference. </li></ul></ul></ul>
  5. 5. Step 3 <ul><li>To really be the WORST, make sure that your tech support business only makes money when your customers have problems. Your profits should increase when your customers have more problems, otherwise you run the risk of actually satisfying your customers. </li></ul><ul><ul><li>It also helps increase customer frustration if you give them large, unexpected bills periodically! </li></ul></ul>
  6. 6. Steps 4-7 <ul><li>Only respond to problems when they happen – don’t try to prevent them in advance. </li></ul><ul><li>Don’t bother researching best practices for your customers – see step 4. </li></ul><ul><li>Never send the same technician to the same customer. </li></ul><ul><ul><li>If you’re a “lone ranger” make sure your best techs are always tied up with other customers or on vacation when crises happen. </li></ul></ul><ul><ul><li>If you’re a “national chain”, make sure your most talented techs leave for better paying IT jobs regularly. </li></ul></ul><ul><li>Only handle big problems – leave your customer on their own (or at the mercy of their computer maker’s tech support) for minor problems. This will ensure a steady stream of big problems for you to handle later. </li></ul>
  7. 7. Steps 8-10 <ul><li>Always overcommit your time, so that your customers know you’ll never show up at the actual times (or days) you promise you will. </li></ul><ul><li>Only help your customers with specific areas of technology. Fix their hardware and networks, but let them fend for themselves when choosing internet providers or troubleshooting software problems. </li></ul><ul><li>Only handle the crisis the customer has called you out for – never look for ways to enhance their business through technology. </li></ul>
  8. 8. The WORST Support <ul><li>In Summary, the WORST support is: </li></ul><ul><ul><li>Reactive, not Proactive </li></ul></ul><ul><ul><li>Expensive and Unpredictable </li></ul></ul><ul><ul><li>Blaming problems on others (internet providers, software manufacturers, customers) </li></ul></ul><ul><ul><li>Limited in services, knowledge, and time </li></ul></ul><ul><li>Unfortunately few people realize there is a better way! </li></ul>
  9. 9. A Better Way <ul><li>What if we….. </li></ul><ul><ul><li>took the time to optimize your computers and networks so they’re unlikely to fail? </li></ul></ul><ul><ul><li>could notify YOU about potential problems BEFORE they happen? </li></ul></ul><ul><ul><li>could take care of most problems, including regular maintenance, quickly and remotely? </li></ul></ul>
  10. 10. A Better Way <ul><li>What if we… </li></ul><ul><ul><li>support you with an experienced and locally owned support team, backed up by the world’s largest tech support franchise network? </li></ul></ul><ul><ul><li>handle all your technology needs, including dealing with outside vendors and managing your security & data backups, for one fixed monthly fee (so there are no “surprises”)? </li></ul></ul>
  11. 11. Even Better <ul><li>What if we also…. </li></ul><ul><ul><li>Provided you with regular monthly reports showing the status of your IT infrastructure? </li></ul></ul><ul><ul><li>Consulted with you on annual business assessments, to look for potential new technologies that could improve your business? </li></ul></ul><ul><ul><li>Optionally paid YOU for any hour of downtime, on any computer or network, during any business hours? </li></ul></ul>
  12. 12. The B.E.S.T. Support <ul><li>Business </li></ul><ul><li>Enhanced </li></ul><ul><li>Support </li></ul><ul><li>Technology </li></ul>
  13. 13. B.E.S.T. <ul><li>B.E.S.T. is a completely new approach to servicing small businesses, and was developed exclusively by Computer Troubleshooters, the world’s largest network of small business technology specialists. </li></ul>
  14. 14. How It Works <ul><li>Under our standard B.E.S.T. plan we do four things: </li></ul><ul><li>First, we use our extensive knowledge in small business technology to review all your systems, identify any potential problem areas, and work with you to make your systems more efficient and reliable. </li></ul>
  15. 15. How It Works (cont.) <ul><li>Second, we use a combination of industry-leading remote monitoring and management technologies to keep an eye on the health of your systems 24/7. </li></ul><ul><ul><li>We’ll know exactly what software and hardware you have, which software patches are needed, if your virus software is working, if someone is trying to hack into your system, if your backup failed, if you’re running out of hard drive space, if a hard drive is failing, if your Internet connection is down, and much more. </li></ul></ul><ul><ul><li>Note: We do NOT have access to any sensitive data, such as emails or accounting programs, unless you want us to. </li></ul></ul>
  16. 16. How It Works (cont.) <ul><li>Third, we put your company on a BEST service plan, which: </li></ul><ul><ul><li>Includes your 24/7 proactive monitoring and patch management. </li></ul></ul><ul><ul><li>Includes a fully-staffed helpdesk to help your employees with their day-to-day computer questions.* </li></ul></ul><ul><ul><li>Includes all remote and onsite support needed to maintain and fix your computers, servers, and networks (and manage your vendors).* </li></ul></ul><ul><ul><li>Includes monthly executive reports on the status of your hardware, software, network, and data backup.* </li></ul></ul><ul><ul><li>Includes a discount on our normal rates for any additional service, such as installing new computers or software.* </li></ul></ul><ul><ul><li>Optionally includes our revolutionary No-Downtime-Guarantee, which pays you $100/hour for any time any of your computers, servers, or networks is down.* </li></ul></ul>* Not all benefits available in the BASIC or Lite plans
  17. 17. How It Works (cont.) <ul><li>Fourth, we work with you on a Small Business Assessment, to understand more about how your business works and to see if any of our Business Enhancement Technologies (such as VoIP, document management, CRM, and more) can improve your productivity. </li></ul>
  18. 18. Advantages <ul><li>Faster Support (often done remotely) </li></ul><ul><li>Less Downtime (able to fix small problems before they become big ones) </li></ul><ul><li>More Productive Staff (quick access to helpdesk for computer questions) </li></ul><ul><li>Broader Support (remote support allows us to bring in outside specialists when needed) </li></ul><ul><li>Easy Budgeting (one fixed monthly fee covers all repairs, monitoring, and management) </li></ul>
  19. 19. The B.E.S.T. “Family” of Service Plans <ul><li>B.E.S.T. Proactive: The standard plan, including all management, monitoring, and repairs. </li></ul><ul><li>B.E.S.T. Trouble-Free: The ultimate plan, adds our No-Downtime Guarantee. </li></ul><ul><li>B.E.S.T. Basic: A scaled down plan includes monitoring and discounts on management and repairs. </li></ul><ul><li>B.E.S.T. Lite: A monitoring-only plan. </li></ul>
  20. 20. Next Steps <ul><li>Free, No-Obligation Site Audit to be scheduled </li></ul><ul><li>We’ll Generate a Proposal for you, including: </li></ul><ul><ul><li>Any remediation work needed to optimize your systems to our best practices guidelines. </li></ul></ul><ul><ul><li>The B.E.S.T. Service Plan we’ll recommend for your company, based on your needs. </li></ul></ul><ul><ul><li>Immediate upgrades or enhancements that may be available to benefit your operations (if any) </li></ul></ul><ul><li>Schedule a future meeting to review the proposal and answer any questions you may have. </li></ul>

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