What Is Good Customer Service?

We’re not here to throw stones at large companies. In fact, we won’t knock anyone who is legitimately and genuinely trying to run a business — at any size. Running a small business is hard. Running a large one is harder in ways I can only imagine. I can put myself in their shoes and genuinely empathize.

Here’s the reality: the larger you get, the more your problems amplify. And to address the sheer volume of them, you have to standardize. Also, you’ll inevitably get bad actors in your workforce and your customer base, and you end up writing more rules to deal with this extremely small group. But rules get applied to everyone — the good majority, the bad minority, and the indifferent. Great people get treated the same as bad actors. Individual employees and customers start to blur together into an amorphous Blob group rather than being treated as people.

That structural reality is exactly why we think small-company service is different — not better because we’re better people, but different because the structure lets us treat customers as individuals. Here’s what that looks like in practice.

What Matters

Philosophy only matters if it shows up in the work. These are the things we actively work to improve:

• Response Time — how quickly we get back to you.
• Resolution Time — how quickly your problem is actually solved.
• Communication — keeping you in the loop along the way.
• First Call Resolution — fixing it the first time, not the third.

Systems Per Technician

One number that matters more than most people realize: we run about 350 systems per technician in the field. That might sound like a little. It might sound like a lot. It might not mean anything to you at all. But if you’re comparing service providers, it’s worth asking — because a technician stretched across 800+ systems simply cannot deliver the same response time as one supporting 350.

No Red Tape Between You and a Decision

We’re a small company, and you don’t have to wade through six layers of process to get a question answered or a problem resolved. It’s become obvious to me that some large companies — by design, through their rules and standardization — will never give you access to someone who can actually make a decision on your behalf. You end up taking out your frustration on a front-line employee who has no authority to help you, through no fault of their own. And then you feel bad about it.

You might hear… “Well my system won’t allow me to do that.” Is the system in charge? Or is there actually someone, somewhere, who can make a commonsense decision on my behalf?

So What Is Good Customer Service?

We aren’t promising perfection from our systems or our company. But we are promising that from top to bottom, we work very hard to make sure your company gets treated like an individual, that we are showing a sense of urgency every single day, that we are communicating with you, and that we are making fast commonsense decisions for you.

We won’t get it right every single time. But when we get it wrong, you’ll hear from a real person with the authority to fix it — not a system that won’t let them. We think that’s worth something. We hope you do too.