Retain Clients For Life

It’s often been said that it’s more expensive to attract new clients than it is to retain existing clients—depending on what study you read, that figure can be five to 25 times more expensive! 

It should be a no-brainer to focus on client retention; and yet, so many companies fail to do so, or don’t do this effectively.

There are many reasons why a client may stop doing business with a company, but many studies cite two reasons:

  1. They had a problem that wasn’t resolved in a timely manner.
  2. Customers felt they have been treated badly and/or the company doesn’t care about them.

This is why outsourcing your IT support desk needs to a Managed Service Provider (MSP) is a smart move towards achieving your client retention goals. 

When you contract with an outsource partner to handle your support desk, you are putting your customer care in the hands of professionals, who are able to quickly resolve issues and provide the needed IT support.  

When you offer customers multiple ways to communicate with the support desk (phone call, email, online chat), you are providing them with a much-needed business service that enhances retention.

But it’s critical that your MSP puts the “care” back in customer care! Because IT help desk support is so technical in nature, many MSP’s focus their hiring exclusively on hard skill sets, such as certifications, and knowledge of specific computer software or programs. 

You know immediately if you’re talking to someone who was hired because of their hard skill set. While they may grasp and resolve your problem immediately, you are left feeling cold from the interaction and like you have just spoken to a robot. 

Too many interactions like this and your client will be shopping for a new company to do business with.

At Canvas IT, we want to represent your brand with integrity and provide an exception experience for your clients. We are focused on hiring the best domestic talent with a strong soft skill set in addition to their technical expertise. 

We look for team members who have:

  • Outstanding communication skills 
  • Warmth and humor
  • Empathy 
  • Excellent problem-solving skills

By hiring to these soft skills, along with excellent technical skills, we ensure that all calls coming into our support desk will be handled with respect for the person on the other end of the line. 

We believe that adding the human factor to every support desk interaction is a positive reflection on YOUR brand and upholds your reputation with your clients. Our Exceptional Experience promise is just one more way we retain long-standing client relationships for life. 

Micah Laughlin
mlaughlin@canvasit.com

Micah Laughlin is the founder of Canvas IT and a leader in technology management services, supporting organizations of all sizes and helping them to thrive in spite of IT challenges and organizational changes. His first-hand experience with Service Desk Outsourcing companies led him to create a better way of doing IT outsourcing, the way he’d want it done. Today his philosophy carries on at Canvas IT as he creates a custom solution for each client just the way they’d want it done. Micah’s service desk management philosophy has supported dozens of growing businesses, adding value to the IT services they provide. Prior to founding Canvas IT, Micah spent more than 24 years managing IT operations – with 18 spent balancing the need for open, flexible systems with the restrictions of the highly-regulated healthcare industry.



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