Throughout my career in IT I have loved getting feedback from my clients. As someone who loves problem solving, I take negative feedback as another problem to solve and positive feedback as something I can expand upon. I have learned over time is that not everyone is comfortable giving critical feedback. Unfortunately, due to differences in communication styles, feedback can be ignored or missed completely.
As a managed services provider, we strive to proactively engage our clients to obtain regular feedback. Not only do we welcome and appreciate when we receive it, we try to take immediate and measurable corrective action.
We do our best to promote a culture of searching for and acting on critical feedback. We have internal processes where managers regularly meet with their direct reports. The meeting is an opportunity for both parties to give feedback on each others' performance. Our service teams have regular huddles to discuss what is going on with their clients and to bring each team member up to speed on any current issues. We also have a Managed Business Review (MBR) meeting, at least annually with each of our clients, during which we work to understand what the concerns are. We are not only concerned about the client’s current status of technology, but we want to know what we can do to improve our performance.
Some recent examples of positive and negative feedback have been:
“There seems to be a lack of urgency at times in regards to service ticket follow up.”
“We feel that we truly have someone who cares about our IT needs. This has given us comfort and a sense of ease that we are being taken care of.”
“Your ability to be flexible and grow and change with our organization has been great.”
“We need MyITpros to be more proactive in regards to making IT recommendations. We are looking for you to drive the direction of our technology.”
When we receive feedback like the examples above, we really try to dig down to the root. Our process consists of a few steps:
- Identify specific people affected
- Locate the specific ticket or problem
- Discuss openly the expectations for resolution
- Ensure expectations match abilities
- List tasks to perform to immediately resolve any outstanding issues
- Communicate and share with other MyITpros team members
In conclusion, we greatly appreciate our clients. They are the reason we exist, and we are here to serve them. We want to live up to our core value of continuous learning and improvement, and with your continued contribution of feedback we look forward to a very promising future.
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