Hey there MinuteFix technicians! It’s your old buddy and MinuteFix Customer Experience Officer Phil Gerbyshak, back from the nearly dead, here to share an article with you about GREAT service and how YOU can provide this for our clients! If you’re one of our new techs who doesn’t yet know me, or if you’re one of our senior technicians who thought I was never coming back, I am super excited to be here with you, and apologize I haven’t been around as much as I will be soon.

On with the article…

Bill Taylor recently shared the Geek Squad’s guide to great service, which seems very similar to what our fantastic technician’s here at MinuteFix live every day:

1. Never violate the trust of my clients or disrespect their property.
2. Never say, “I don’t know.” Instead, say, “I’ll find out.”
3. Always understand that my clients’ time is more valuable than my own.
4. Assume every problem is my fault, unless proven otherwise.
5. Consider my job done only when my client is completely overwhelmed with joy. And instead of assuming they’re happy, I’ll ask them.
6. Keep every promise I make. Including this one.

I think these are great rules for MinuteFix techs to live by. Here are 2 more to help us not only deliver great service, but also help each other help the next person who gets the problem.

7. If I learn something new, I will share it with the rest of the technicians. Douglas Wong and many others do this amazingly well at our Certified Technician Community.

8. I will not take it personally when clients get frustrated with their computers. After 15 years in tech support, I’ve talked to thousands of VERY upset people, and only once or twice has it debased into a personal attack. If a client is using our services, chances are they are not as technically savvy as you are. Unfortunately it also means they are not a happy camper with their computer and may be using us as an absolute last resort. It’s NOT your fault, just help them and don’t take it personally.

What are some other great rules to live by so we can create great customer experiences for all of the MinuteFix clients?

Flickr photo credit to pyrator