The Tekblog

One way that a recession can benefit the customer is that it forces businesses to becomes more "customer focused". That is – companies with good, sound customer service practices and principals tend to retain and even attract customers. You might say that a recession separates the "healthy" companies with good processes from the overwhelmed companies with poor, inefficient (and often non-existent) processes.

Declining quality of customer service is a phenomenon I see with almost all technology-related service companies. With big companies like Dell, HP and Microsoft offshoreing much of their "level 1 & 2" support, the language barrier becomes a real and frustrating issue. Nothing is more unnerving than talking with a support representative which you can barely understand. Another thing I see more and more  is a 24/48 Hour+ response time to support inquiries on a voicemail system. By the time you hear from these people, you have forgotten what the issue was in the first place. What happened to calling and actually speaking with a human or e-mailing support and getting a human response?

As I drive around I cant help but taking a mental note about all of the small businesses I see. Every one of these companies uses technology in some way; every one of these companies requires help with their computers. The truth is that there are many people who do know something about computers but administering a business computer network professionally just isin’t about fixing it when its broken – its about a proactive, preventative approach. Being able to service the needs of a small company requires knowledge in many aspects of computing – such as Servers, Remote Access, Redundancy, Disaster Recovery, Firewalls and a number of other complex technologies. Finding a company that can do all of this well, provides quick response times, stellar customer service and is local, can be very tricky – especially in hard economic times. Most technology companies are drowning just trying to stay alive.

Something we have focused on extensively at Teklogic is our internal processes. We are constantly striving to become as efficient as possible while delivering a very quick response time and a superior customer service experience to those doing business with us. We have many systems that help us to streamline and automate our service delivery process. This allows Teklogic to be very agile as a small business technology services company. We invite anyone to experience the difference – you’ll be glad you did…