Being nimble and quick is more a matter of knowledge than pure speed. By assessing a new client’s comfort level with technology and knowing what computer to buy and where to get it, we worked together on a holiday miracle. It took a lot of cooperation among parties who’ve worked together to make it happen.
Naturally, as you might imagine, the story begins a few days before Christmas – Dec. 20, at 4 p.m. to be exact – and it involved a new client who had been referred by an existing client. The client’s laptop computer had died, and they needed a new one. But the timing complicated matters. In addition to the holidays, we had a vacation planned during the week between Christmas and New Years Day.
From talking to the client, we learned their comfort level with technology, and we knew what type of laptop they needed, including all the performance specs. We basically had two days to get the computer to the client and have it up and running.
We have a trusted distributor who can get us the equipment we need fast, and they had what our client needed. They said they couldn’t have it ready – configured to the client’s specs – until the next day.
I didn’t have time for me to drive to their warehouse, pick up the computer and a printer, too, but the client was willing to get it late Thursday. They brought the computer to our office first thing Friday morning, and by noon, everything was set up, including the printer, and they were on their way. They still can’t believe they had new equipment purchased, configured, and ready for use in less than 48 hours.
A month later, we got an email from a client at 8:15 a.m., and we saw it 15 minutes later. The client had spilled tea on their laptop’s keyboard, and it didn’t work. We figured the tea probably shorted the electronics in the keyboard. Regardless, the client was leaving town later that day and needed something that worked.
We knew that the damaged computer was put in service in 2018 and determined that we could get a new one for the same price. But by that time, the client was in the air. We sent an email asking them to call us when they landed so we could explain the available options.
We recommended that we have the computer shipped directly to them. They called us when it was delivered the next day, and we walked them through the set-up process. By 5 p.m., it was completely set up, and the client was ready to do business.
The secret to pulling off both successes was knowing what resources were available, knowing the clients’ technical capabilities and being able to make decisions right away. Had they been working with a larger IT service company, their requests would have had to go through a chain of command to authorize the arrangements and go through a purchasing process. With our personal service, we dealt directly with the clients and the equipment suppliers.
If you or someone you know needs equipment immediately, if not sooner, call us – 973-433-6676 – or email us, and we’ll mobilize our resources.