Puget Systems Blog Posts in Category "service"
Sometimes you find excellent customer service in the most unlikely places. That's what I'd like to tell you about today. Just over four years ago, I left the state of Washington for the desert of southern Utah. In addition to trading the mild Seattle climate for the scorching summers of Utah, I was now on the hook to pay state income tax. Washington finds a way to get their pound of flesh through higher sales and property taxes, but completing my end-of-year accounting was easier in Washington because all I had to worry about was Federal taxes.
I'm not a professional photographer and neither is my wife. Heck, we're not even amateur photographers either. I'd say we're more social photographers. Beyond the occasional spur of the moment, all our pictures are from special occasions like our kid's birth, vacations, birthday parties, etc. I'd imagine many of you are similar. We've amassed thousand of photos throughout the years, and our current method of backing those up is burning them to a DVD. There has to be a better way.
Over the past few years, customers have asked us to recommend a service for sharing large files. In the past I've recommended Dropbox to those sending files under 2GB. But what if you need to send a really large file, say a 50GB file? And what if you need to send that 50GB file to five people in different locations?
I was recently having some issues with my cable internet and TV. At first, the cable box would periodically freeze and we'd be unable to change the channel. About the same time, the internet would cut out as well too. At first, it was only happening a couple of times a week. Eventually, it started happening a couple times a day.
About six months ago, a new grocery store opened a few blocks from my home. On my first visit, I was handed a loyalty card and told to attach it to my key-chain, which I did without much thought. The checker explained that rewards would automatically appear on my card depending on how much I spent at the store. She also mentioned that using my loyalty card would give me a discount at their gas station.
As a small business company, we value the the personalized touch we offer to our clients. Our goal is to ensure the client gets a great purchasing experience and that the system is tailored to their needs. We try our best to be as thorough as possible when discussing a system quote with a client and ensure we've addressed any questions, concerns, or requirements they have.
Although our hope is that you will never have to call in to Support for assistance (we hope our machines operate at optimal performance out of the box and for many years without any hiccups) we realize that from time-to-time, you will need to reach out to us. Whether it is assistance with setting up or troubleshooting an issue with a newly purchased system or working to resolve issues with a system that has seen its share of years, we are more than happy to hear from you.
Puget Systems is growing and as we continue to add more staff and infrastructure, we never want to be so large that we forget what makes us a great company. It's the relationship we have with our clients. The personal touch we deliver time and time again. The experience we provide when you purchase a system from us that makes you always want to come back to us for all your computer needs.
What does it take to provide good customer service? Among other things, it's having an informed opinion, and actually expressing that to a customer.
One of the things I love about my job is being able to talk to clients and finding out something interesting about them and their computer needs. The conversation will often involve the merits of purchasing the computer from Puget System which I've discussed before in the past. However, a few recent conversations I've had involved why the client chose to purchase a system from us which I found quite fascinating because they weren't just comparing us to big box retailers, but other PC boutique shop.
In the past year, we have been slowly expanding upon the service we provide here at Puget Systems for our rapidly growing business and government customers. Introducing: Account Management. This new service is designed to give your company an inside man here at Puget Systems and a single point of contact for any need your company might have when working with us.
I've seen it happen a hundred times. I'll be having a great conversation with a customer about computer needs, what the computer is currently used for, and what it might be used for in the future - but as soon as I ask something like "What type of wireless network compatibility do you need this laptop to support?", everything screeches to a halt. I might as well be speaking Greek.
I recently moved my family from Washington State to the southern Utah. I made the nearly 1200 mile journey in a rented moving truck. When I stopped to fill up the truck with diesel fuel, I often had to speak with someone at the station to either unlock the pump or approve a debit card transaction over a certain dollar amount.
As one of the sales reps here at Puget Systems, I often get questions from clients who ask "Why should I buy from Puget when Company XYZ can build me the same system for less?" It's a fair question and one that should be asked. After all, it's your money and it's a lot of money, so you have to do what is best.
Last summer I took my car to the local self-service car wash and was surprised when a man approached me as I toweled off my car. Dressed in cowboy boots and accompanying hat, he introduced himself as the new owner of the car wash.
He explained that the previous owner had provided very little in regards to whom his customers were, so he decided to spend his days meeting them face to face.
After we chatted for a few minutes, he extended his arm to shake my hand and thanked me for visiting his business. This is not something I'm accustomed to. If the vacuums aren't clogged and there's plenty of foaming soap on the brushes, I'm generally satisfied.