by creating email security and continued to make our security package stronger ,” Javaheri said . “ We still have the best security program around .”
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Treat everyone with respect . Every employee at Direct iT preaches that the customer is always right . But more than that , Javaheri is adamant that no one talks badly about a customer . “ I ’ ve heard it from other companies , and I ’ ve heard it in meetings ,” Javaheri said , “ that they have a dumb customer . We do not talk behind our customers ’ backs at Direct iT , not even internally . We believe our customers are extremely smart in their field , no matter what that field is , and they ’ d be as smart as us in IT if they had picked IT as their field . We love our customers .”
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Deliver service that eliminates competition . Javaheri is so confident he delivers the best service to his customers that he lists names , titles , and the companies that are his clients in his references . “ Most companies are afraid to list the name of the company or even the name of the person because they think other IT companies will steal their clients ,” Javaheri said . “ I honestly believe no one can take care of them better than I can . If they leave , they will come back because nobody takes care of them the way I do .”
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Raise the entry level for your tech support . At Direct iT , 86 % of incoming client calls have their problem solved within the first 15 minutes . Javaheri credits this to the fact that his clients only speak to level 2.5 techs and higher when they call in . He still hires level 1 techs , but he does extensive training with them before they ever speak with clients . First , he has them sit behind a level 2.5 or higher tech while they are taking calls . They do this for a minimum of two months . They attend training classes after that before he ever lets them get on the phone with a customer . “ I believe we should hire level 1 engineers , but we should train them and not put them on the phone until they become a level 2-plus ,” Javaheri said . “ Because when level 1 takes most of the calls , if they can ’ t solve it , they must escalate it to a level 2 and so on . What happens in this process is that the customer ’ s time gets wasted . By using level 2.5 as our entry point , it creates efficiency and a lot of customer loyalty .”
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Make security mandatory . “ My DNA is a security company that does IT ,” he said . This approach helps him win contracts . Recently , a prospect was comparing prices between Direct iT and two other companies . Both of his competitors charged less than him and listed IT pricing with an optional security package . The prospect asked Javaheri to separate his pricing with IT as the main package and security as an option . “ I told him , ‘ Yes , I can do that ,’ and separated my IT and security ,” Javaheri explained . “ But when I went back to present it to him , I reversed it . I told him that in my case , security is mandatory , and IT is an option . I said , ‘ Security is mandatory because we believe in the age of cybercrime ; we are in a war zone . If they think security is optional , maybe that ’ s how they handle security in their company . Maybe it ’ s optional for them , too .’”
The client signed the agreement with Direct iT and took both the security and IT package .
Today , Javaheri continues to follow these strategies in his own business . He officially changed the name of his marketing department to “ Marketing Bombardment ” to remind his team of the importance of marketing .
Other inspiration comes in the form of two posters that hang in his office and home that Javaheri looks at every day . One , attributed to Jon Gordon , says , “ You are not a true success unless you are helping others be successful .” The other , a quote by Thomas Jefferson , says , “ If you want something you never had , you must be willing to do something you ’ ve never done .”
These are words he lives by that provide motivation to achieve his two wishes : to make a lot of money and help a lot of people .
“ These two quotes are everywhere — in my office , in my house — I believe I ’ m not a true success unless I can help other MSPs make money ,” Javaheri said . “ There is a lot of money to be made , and a lot of people need help . You can do both , too , if that is your dream . Just don ’ t give up . Stay persistent and believe in yourself .”
To download the EXACT marketing pieces David used , go to MSPSuccessMagazine . com / javaheri . n
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