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“It’s the Book of the Year for Me!”

I had a wonderful opportunity Monday to be on Laura Steward’s I Heart Radio live show and podcast, It’s All About the Questions. She had read my book, The Extra Scoop, and said, “It’s

“It’s the book of the year for me!” – Laura Steward

the book of the year for me!” She even dubbed me Captain Customer Service! Like many of us, she has had those rare stand-out moments experiencing that “extra scoop” in customer service – the amazing thing a business does that is so good you want to talk about it.

She shared her story about being out of town and walking into an orthodontist’s office, in tears,  because she was in extreme pain from her braces. Even though she wasn’t their patient, they took care of the problem immediately, and didn’t even charge her for it. The “extra scoop” was when the orthodontist gave her her cell phone number in case there was a problem later.

“I remember her name. It was Dr. Lori Smith Orthodontics” Laura said. “She gave me a literal and virtual hug so that I’m talking about it on the air.”

I listened to her story and commented that sadly, we are conditioned as customers to expect a bad customer service experience, so when we get a great one like she had, it’s mind blowing.

The IT industry doesn’t have the greatest reputation for customer service. In fact, it’s generally the opposite. So for me, it’s always a true differentiation point. A lot of companies can do the technical work just fine but delivering a great experience seems to be a much harder thing for folks in our industry. So I’m very passionate about delivering a great experience. I know how I want to be treated as a customer. I have that in mind with every interaction with my own customers, and wrote The Extra Scoop to inspire other businesses to do the same.

You can listen to this broadcast on I Heart Radio – it’s 122 – John Mamon – The Extra Scoop or get the podcast on iTunes. It’s a very informing and entertaining show, and I hope you listen – and share your “extra scoop” customer service stories on ExtraScoops.com or the I Heart Radio page.

Order your copy of The Extra Scoop and see how you can provide mind blowing service to your customers! Ordering info.

See the Future of Video Conferencing – Oct 3, 2017

Technology Showcase

video conferencing

Peter Stewart, President, Joar Vaage, Founder & CEO, Kevin Lyons, Vice President of Cyviz, Brandon Beach, CEO GNFCC

Join us for appetizers, drinks, and some truly amazing technology!

If you work for a company with multiple locations or that has a network operations center, you’re going to want to see this technology. It’s video conferencing like you’ve never seen before – with full-wall screens so clear, crisp and bright and astounding audio – two rooms across the world feel like one. Come see it at the newly completed Cyviz Customer Experience Center.

Tuesday, October 3, 2017
Networking at 5:30 PM with beer, wine, and snacks
6:00 PM Kevin Lyons of Cyviz will introduce the technology

Register Now!

Cyviz Customer Experience Center
3780 Mansell Road
Alpharetta 30022
$10 Members/$20 Non-members

Outsourcing Can Lower Your IT Costs

 

Most small businesses are able to reduce – or at least control – their cost for IT service and support by outsourcing. When your IT person is an employee, you pay salary, benefits, ongoing training, overtime, vacation and sick days. Then you have to pay more to cover services when your IT person is out sick or on vacation. If an IT issue comes up that’s beyond that person’s ability to solve, you have to pay for outside expertise.

With an in-house IT person, or even a small staff, your costs are not as fixed as they seem, and your resources are limited. When you outsource your IT to a quality managed services provider, your costs are more fixed, and your resources are virtually unlimited. You pay a set monthly fee based on the environment you are having serviced, and you get a whole team to support your network. That’s generally lower than the cost of the necessary IT people you would need to staff.

When you outsource with mPowered IT, the main benefit is the proactive service. Our business model is to keep everything running so you don’t have to make services calls. But when you do, we have a friendly and highly responsive help desk, with a mission to resolve the issue quickly and thoroughly. We have subject matter experts to handle the more difficult problems. We’re never going to be stumped with a network problem! We always have resources.

Another cost-saving benefit with mPowered IT is our CIO level advice for your technology needs. Your IT person or staff may recommend technology based more on their own preferences than what makes the most business sense for you. We don’t have personal preferences, and we don’t sell technology, so we can provide unbiased advice on what will best serve your company. We can help you avoid paying for technology you’ll never use or need.

Call mPowered IT at 678-389-6200 to see how you can reduce or control your IT costs.

 

 

Your Next Network Attack Could Be an Inside Job

 

Most small businesses are vulnerable to security breaches because they’re an easy target – they don’t have adequate protections in place. And many who do take proper security measures assume that threats to their network are going to be from some unknown evil hacker.

Sadly, many successful attacks on computer networks were done by insiders – your own employees. And according to a Harris interactive poll, 36% of US workers would steal customer data or other electronic files. And the employee who has the most access, opportunity, and skill to carry out an attack would be your own IT person. A staff IT person can become disgruntled with your company, disenchanted, or just curious. That person has all your passwords and access to all company data, so they could cause serious harm if they wanted to.

By outsourcing your IT service and support, you eliminate the motivations to compromise your network. A good outsourced IT firm is highly service oriented, and you are the client, not the employer. You’re never entrusting your data to one individual, but to a reputable IT company that can supervise and oversee the work performed. And with mPowered IT, you get an IT company that aligns its business goals with yours – as in, we’re both more profitable when your network is secure and working as it should.

Call mPowered IT at 678-389-6200 to get safer, more effective network security.

Next Reason: Reduce costs!

 

Better IT Knowledge, Availability & Efficiency

Small business often rely on the the most “tech savvy” employee to handle and troubleshoot the computers and servers. Once that person reaches his or her limits, especially as the company grows, it becomes painfully obvious that they need a real IT person. So is it better to hire a good solid IT person or to outsource?

While a staff IT person has the advantage of being on site and on call at a moment’s notice, he or she may be quite limited in knowledge and resources. To get affordable IT staff, you may have to choose those with less experience. If they’re career minded, you will be the training ground and launchpad for them to later find a better-paying job at a bigger company. If they lack that kind of ambition, they may not be right for your company anyway.

An outsourced IT company, like mPowered IT, has a vast pool of experience and knowledge, and to survive and compete, must stay ahead of the technology curve. Rather than relying on the knowledge and experience of one person, or a few staff IT people, you have a whole company with a full range of resources. mPowered IT has connections across many manufacturers and vendors, and can leverage those connections to get solid answers to the most challenging issues.

Internal IT staff often have to be self-reliant, and when computer issues come up that are vexing, they’ll have to go through a learning process, often with no one to help. This can significantly slow down processes. By outsourcing, to a quality IT company, you get help from someone who routinely deals with vexing issues. There is no learning curve; the problem simply gets fixed.

An outsourced IT company is also always available. You’re never without IT support – even for a minute –  because your IT person got sick, went on a lunch break, or took a well-deserved vacation. An outsourced IT company like mPowered IT, has 24/7 availability as part of its business model. And unlike many IT companies, our motivation is to keep your systems up and running, so you don’t even have to call for support!


Call mPowered IT at 678-389-6200 to see how much time and money outsourcing can save your small business.

Next Reason: IT Objectivity!

 

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