CHAMPION MINDSET
You Screwed Up ! Now What ?
Whether it ' s your fault or not , clients place blame on their MSP when technology fails . How you react and respond could mean the difference between a repaired relationship or a ugly separation with your client .
BY COLLEEN FRYE
" Everyone makes mistakes . How you handle a mistake is how you ’ re judged .” - Mike Bloomfield , CEO , Tekie Geek
Words of wisdom from Mike Bloomfield , CEO of Tekie Geek , an MSP in Staten Island , New York , who stresses the importance of accountability and transparency when addressing mistakes .
The worst thing you can do is sweep it under the rug or pass the buck , agrees Chad Kempt , CEO of Fast Computers , an MSP in Ontario , Canada . “ That ’ s a dirty , dirty hole to climb down , and I think you end up exposing yourself more , whether it ’ s litigation or just bad press , bad word of mouth — the opposite of what we all want .”
Whatever You Do , Don ' t React - Respond
Taking ownership of the issue , notifying the customer quickly , and making it right are all critical steps , but first , Kempt cautions , “ have all the facts on your side .” He reviews all related tickets , calls , and other information to determine how to address the issue . “ We don ’ t get into the weeds really deep at this point . What we want to do is figure out a path forward .”
That ’ s because at first glance , a minor issue may seem worse than it really is , or it may seem minor when in fact it ’ s a crisis . “ The last thing you want to do is get
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