Your Customer Is Your Paycheck: Why It Matters (EP 901)
From broken appliances to botched phone ports, I explore why customer service so often falls flat—and how IT providers can stand out by making the service experience truly easy and memorable for every client.
Uncle Marv's IT Business Podcast (Real Talk for IT Pros & MSPs)
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Show Notes
On this episode of the IT Business Podcast, I dig deep into why customer service often misses the mark—sharing both hilarious and infuriating stories from recent tech support calls and product woes. You’ll hear about my battles with big brands like Samsung and Bosch, porting nightmares with Fusion Connect, and wins with vendors who still “get it”—plus practical shout-outs for industry friends and events like the Channel Program, ASCII Edge, MSP Summit, and TechCon Unplugged.
I pull wisdom from foundational books, “Customer Service is Worthless, Customer Loyalty is Priceless” and “Delivering Knock Your Socks Off Service,” breaking down actionable principles every IT pro should adopt ASAP. Learn why your customers truly are your paycheck, how first impressions make or break client relationships, and why a simple thank you goes further than any technical fix. Tune in for takeaways, vendor picks, and a special peek at my process for keeping support human.
Amazon Featured Products:
- Pluggable 16-in-1 Dock: https://amzn.to/41Vm8Sa
- Customer Service is Worthless (Jeffrey Gitomer): https://amzn.to/4pAOg7h
- Delivering Knock Your Socks Off Service (Kristin Anderson): https://amzn.to/46mPOsA
Florida Man: Crossbow Trash Dispute: https://em8k.short.gy/CtKGUS
Other Links:
- Channel Program: https://www.channelprogram.com
- Helpt: https://www.helpt.com
- Cynomi: https://www.cynomi.com
- LAN Infotech: https://laninfotech.com
- Capstone IT Services: https://www.capstoneitservices.com
- Unbound Digital: https://unbounddigital.com
- Fusion Connect: https://www.fusionconnect.com
- EnGenius: https://www.engeniustech.com/
- SonicWall: https://www.sonicwall.com
- ASCII Edge: https://asciievents.com/events/ascii-edge/
- TechCon Unplugged: https://www.techconunplugged.com
SPONSORS:
- Livestream Partner, ThreatLocker: https://www.itbusinesspodcast.com/threatlocker
- Legacy Partner, NetAlly: https://www.itbusinesspodcast.com/netally/
- Internet Provider, Rythmz: https://www.itbusinesspodcast.com/rythmz
- Production Gear Partner, Liongard: https://www.itbusinesspodcast.com/liongard
- Travel Partner: Bvoip: https://www.itbusinesspodcast.com/bvoip
- Travel Partner: TruGrid: https://www.itbusinesspodcast.com/trugrid
- Digital Partner, Designer Ready: http://itbusinesspodcast.com/designerready
SHOW MUSIC:
- Item Title: Upbeat & Fun Sports Rock Logo
- Item URL: https://elements.envato.com/upbeat-fun-sports-rock-logo-CSR3UET
- Author Username: AlexanderRufire
- Item License Code: 7X9F52DNML
SPONSOR MUSIC
- Item Title: Upbeat Corporate
- Item URL: https://elements.envato.com/upbeat-corporate-HHAM5NZ
- Author Username: music_waves_production
- Item License Code: WXBA2N3UDP
SPONSOR MUSIC:
- Item Title: An Summer Ambient Corporate
- Item URL: https://elements.envato.com/an-summer-ambient-corporate-GAVTRPC
- Author Username: Cozy_Vibes
- Item License Code: TUN8XQDGWV
=== Connect with Uncle Marv
🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast
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