PCS Blog

Trust the Process


Hi, my name is Ryan, and I’m a brain surgeon and here to work on your sink. Well, not really – wouldn’t that be odd? Or what would be even worse – a plumber claiming he can perform brain surgery! That’s a scenario in which I would have to politely decline. Oddly enough though, I see a similar story unfold rather frequently, even in the IT world.

Have you ever met with that sales professional that spent 30 minutes promising you the world, but never asked a single question about your business? It was all about how great they are, how great their company is, and how great their product is. Great for who exactly? They don’t know you, they don’t know your company, and more importantly they don’t know what you need. They haven’t given you the opportunity to speak up and tell them. So, I started this post off with introducing myself as a brain surgeon but, obviously, I’m not a doctor. I’ll start over…

My name is Ryan, and I’m a Technology Consultant for our WorryFree IT clients. So, in the IT world, I’m pretty well versed. But the difference in my meetings with clients is that I let them do the talking. Why? To learn. Plain and simple. While I do have a great product to sell, maybe it’s not great for that specific client. Maybe we just aren’t a fit for each other. Maybe we simply don’t need to waste each other’s time talking about something that is irrelevant. This is why we have a process – and follow it.

Speaking of processes, ours is solid. And, the first step of Our Proven Process is to learn. (Genius, I know!) It’s amazing how much time I can save the client – and myself – by simply listening and learning. And we take this learning phase a little bit further with what we call a “Discovery.” This is when our engineering team joins us for a full hands-on assessment, and typically in the span of an hour, knows everything there is to know about the client’s technology. Magic! So, what happened here? First, I’ve built credibility with the client by taking the time to discover and learn about their company and their needs. And the best part – we design a solution that works for the client and us. Imagine that, a win-win situation. I know, I’m totally geeking out over something that seems pretty common sense, but trust me, this art is lost.

At PCS, we want to become business partners with our clients. We want to know everything there is to know about their company, so we can help them grow. We want to become their CIO and the trusted advisor that is helping them make well-informed technology decisions. And the only way we can do that is by learning.

What I’m really trying to say here is that if I were a brain surgeon, it seems like a good idea that I diagnose the patient’s issue before I operate, right? IT is no different! No two clients are identical. So, the notion that you could quote a client on monthly IT support without any prior knowledge is truly baffling to me. And what’s worse is that you’ll end up wasting the client’s time and your own when you commit to a support scope that you haven’t investigated.

The moral here is that when you’re looking for an MSP (Managed Service Provider), make sure they’re asking questions and learning about your business. Make sure they’re doing a discovery. Because if they don’t, you the client will end up paying, not the other way around. There’s a lot of acquisition happening in our industry right now, and unfortunately that’s leading to a lack of personal touch. These mega-MSPs want to churn out clients as quickly as possible with as little effort as possible. You know who doesn’t operate that way? You guessed it – your local family-owned and operated PCS, Inc.

Want to talk about a discovery and what managed IT might look like for your company? I’d be happy to learn from you. Call me today at (865) 273-8028.

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