Your phone system needs to be a major priority for your local provider. Regardless the amount of time that your phone system is down, your provider needs to make your situation a priority. Your problem is their problem. You can’t afford to have a provider that doesn’t place a high urgency on resolving your issue. You have an emergency, and they need to dispatch a solution. Urgency is one of most undervalued areas in the customer experience when shopping for a new phone system. It shouldn’t be treated as a, “I’ll get to it when I get to it” situation. Your sales are at risk every minute a solution isn’t put into place.
Creativity is also another skill most large providers can’t provide. They just aren’t thinking creatively about your scenario. You don’t want a sales person to hear you talk about your phone system failure and then sell you a product. They need to provide a solution. We aren’t talking about your provider having an art background. We mean implementing a temporary solution to keep your business up and running while the troubleshooting phase is in progress.
What’s different with this provider is that they’re your support team. We want you to understand the difference in the intentions of these providers. That’s why we created this checklist, to help you have a leg in a conversation with a new provider. If they can’t accommodate your business needs and create a unique solution, then they aren’t valuing you as a person. At that point, you’re just a transaction not a partner. When you call them for assistance, you need to be treated with care as you would your own clients. Having this type of care will point you down a straighter path in getting the right new phone system. When you speak on the phone with an expert that actually cares for your needs, you can report back to your team in confidence that this new solution is better than your previous system.
Your phone provider should be asking questions like:
- How do your customers currently interact with your company?
- How do you communicate between offices?
- How many employees work in/out of office?
Ultimately, you care about getting your system back up and running. It’s not about the technology. You just want to resume business. You need a provider that can commit to a process that allows them to understand your business and customers.
To know what additional questions you need to ask your provider to get your system back up and running, download the Service Recovery Checklist.