We all get confused by all the tech jargon and options that are thrown at us. It’s a lot to take in and none of us can really know it all. It’s impossible… That’s something that is the first thing that everyone has to realize. The specialties and vastness of computer technology is beyond any one of us. We, as a global team, maintain it. The internet isn’t just a web of servers, but a web of people. We all feed into it and it’s bigger than any of us. So, live with and embrace that concept.
The goal when providing Tech Support for a website, my small window of the computer universe, is to know just a bit more about it all then the clients. To figure out all of the pieces that are thrown at me each time I sit down at the computer. You all do it too in your jobs and each of us in a sense becomes an “expert” in our little corner of the computer universe. Clearly, you can’t know it all even in your own field. But, you can know just enough more than the average person who isn’t spending their days in that realm. It smooths the road…
And, this is where personalized service comes in… It’s all about knowing the tips and providing it to the clients in an understandable way…
A client sent me an email that she got from Google pitching to her Google Ads/Sponsored and she had no idea if she was doing them, needing them, or wanted them. Here’s our conversation:
The Client: “Thanks for info. No I’ll decline that with them…my budget won’t allow for anymore colts. Glad I asked you…”
My Answer: “Helping you figure this sort of thing out is exactly what I’m here for… If you are confused about something web wise, don’t hesitate to ask me. I’ll give you my advise and opinion… If I don’t know the answer, I’ll tell you that too. Can’t know everything! The whole point of the package you have with me is to try to maintain your site and social media as strong as I can and answer your web questions as best I can too. Have a great day! Joe”
The reason or the question this Client asked is not really the important pieces to this conversation. It’s that originally there was fear about what to do and she emailed me. By the time we were done emailing back and forth, she could make her own decision because she understood now what the “techie” part was asking. I answered without Techno Babble. I may or may not offer a service to help or tell her that there’s something she can do along with some sort of tip. In the long run, she was empowered to make the choice that fit her best.
That’s what personalized service – personalized Tech Support is… It’s getting real help from someone who knows YOU and answers the question in a way you will understand.