Good morning. This is Ras with Turley shank innovations. And I have Matt Shank the man himself here with me. Good morning everyone. And today we’d like to talk about onsite support and IT Services Bartlesville. So with onsite support, um, it’s usually you have to manage customer expectations as to what is, what kind of an issue requires onsite support such as um, computer won’t work. Granted you want to get a little, you want them to be a little more specific. Well we like to be more specific but um, like copier issues. If there’s a scanning issue like we were kind of experiencing right now, uh, printing issues, the things that require a trained eye to come on site and look and see what’s going on. We primarily primarily like to do remote first just to get an idea of whether or not it’s really an issue that we have to address, um, that it’s even at our current place of employment.
I still like to do remote first. I like to see what they’re experiencing and if it looks like something that we have, if anything, physicals mentioned like cable is unplugged, don’t know where to plug it in or networks down after cleaning people came through. But yeah, that happens way more often than it should. But it’s, I guess, I mean I’ve, we’ve both been in it for quite a while, so we, you know, within the first minute or two we can kind of tell when the user is describing the issue, whether we need to be present, physically present for that kind of an issue to be fixed. So I know that onsite is, isn’t ideal most of the time, but it really just depends on the issue. So are there any issues that you’ve heard of Matt that you kind of thought, ah, that I could do that remotely? Then you get in there, it’s like, oh wait, uh, now this isn’t gonna work. I have to show up.
Oh, all the time. I mean even down to this skinny an issue that we’re talking about, you know, there’s a lot of things we can do remotely, but at the same time getting there just to test the scanning.
Yeah. And it you don’t want to, I mean it’s nice when somebody is available from the office or at the client’s site who can kind of facilitate that remote work just just because we don’t want them to be down for however long it takes for us to find the time to get in our vehicle and drive down there. I mean this or it’s kind of, especially with clients who, outside of our, within a certain radius that does take a little bit of extra time to get there. And if we feel that the issue would be, I mean, you know that driving time is not for, it’s not necessarily productive time. I mean you are headed there, but you know, it’s time you could be spending on remotely just to really kind of get a better idea of what issue is going on so that you’re not, you don’t get there. And I was like, Oh, I could’ve done this remotely. No, I just spent, you know, 30 45 minutes on the road not doing anything.
Yeah. And I like to verify with the person anyway, you know, because they may not be able, I mean, I don’t know how many times will get notified that there’s an issue and then you get ahold of the person remote in the machine and it’s really something completely different. They just don’t understand how to communicate your problem.
Yeah. I mean we’ve experienced with the technology, so it’s, we know exactly what to look for. It’s like a client describing an issue they had prior to us come in. We, they told us what was going on and based on like the first couple of sentences, you know, we could tell that it wasn’t an infrastructure issue was a vendor issue. It, but also seeing the issue is it’s tremendously helpful because it lets you pinpoint what failure at what point of failure is. Um, the cause I guess, you know, what point is the cause of failure? So it’s onsite support. It’s just a part of it. It’s, I don’t, I don’t think it’s ever gonna go away. I know there are some tools out there that let that technician like help best tech or whatever, see kind of patch into their webcam users, Webcam. So they get, see what you’re looking at.
It’s, it’s not a terrible idea, but we are in the service industry. So interfacing with the customer is necessary. Plus you build rapport. It’s, it can be, I mean, there’s a good way in a bad way to do it now. Like just like anything else. So I, I know working at our current place of employment that previous, well reaching out to, uh, sites that we don’t typically support that other groups of texts support. It’s, it’s kind of a, it’s kind of funny because whenever we interface with them, you know, I know I, I do this, I asked them if there are any other issues that they need to look at. I even do that remotely. And they say, well, nobody’s ever asked that before. They always tell us, oh, you need to put a ticket in. And then they leave. It’s like you’re, you’re there.
Like just you know, make them happy. I mean that’s, you know, treat them how you want to be treated. Exactly. So like our typical onsite support visit for us goes like this. We show up, we visit, we go make a beeline to the point of contact and then we get a list of what needs to be addressed. Especially for their IT Services Bartlesvillemeeting. It’s nice, I don’t be late for a meeting and don’t be late if you say you’re going to be there at a certain time. That’s just unprofessional. And it’s like when we had a meeting with this pre, with this client we, we showed up early and we were addressing issues right up until the meeting time because I, I feel that that means something to them. They see that and they, they appreciate it. Especially people who aren’t used to working with it.
Professional I professional being the main word. I mean anybody can be an it person. Yeah. But there’s a certain expectation and co labeling yourself a professional and it’s, that’s a whole mindset that you have and how you present yourself, how you described the issue, how you address the issue and how you basically temper customer expectations. Because you can come in and say, oh, we’ll do this, this and this and this and this. If you don’t, if you’re not careful, you can kinda, you can get to a point where you want to put your foot in your mouth because it’s, you can really create a lot of work within a short period of time if you’re not, if you don’t temper those expectations. It’s like at our current place of employment, we’re swapping out, uh, we’re doing a refresh and the functionality they had prior isn’t there at a user level after it’s replaced.
And you know, it’s, it’s a little bit draining to continuously have to play damage control because they don’t, that, those changes weren’t communicated to them by anybody involved in the process except for us when we’re there to complete that portion of it. So when you’re onsite, it’s you Kinda, you have to be, I just, I liken it to working on family. You’re working with family. It’s, you want these people to feel like you, well you should treat them like they’re family. Yeah. You remind them why they are using you and when you go onsite, that’s the perfect opportunity to, and I mean, you should only do it when you’re on site. Do it when you’re on the phone with them to just treat them. How you would like to be treated. Any, have you had any, uh, onsite visits that, I mean, we’ve all experienced it where we show up and it’s not quite what we expected. And how, how would you handle an instance where you show up and it’s, it’s, the issue isn’t quite what they explained and it becomes a lot more involved. How would you, would you break that up into a couple of visits depending on the issue or,
oh, I try. Yeah. I mean sometimes you have to just cause they’re not a lot, you know, there’s only so much time in a day. Um, but the most important thing is just to communicate that to him. So if something was to be no, well as simple as replacing machines, so you go when you’re, you’re replacing machines and you realize that it’s going to take longer to install software because there’s more information needed. Um, you know, I’m getting email accounts set up and just keep communicating that with them so they understand why, why it’s taken so long because in their IT Services Bartlesville mind, they think swap a machine is just swapping a machine and it’s not that simple actually,
when all of the information isn’t readily available.
yeah, it’s, it’s an art form. I hope it, I mean, what we will continue to treat it as an art form as going on site and just wowing everybody, you know, treating people like human beings, not like a client with who gives us money and not like a little pocket book walking around, you know, it’s, yeah, it’s showing up and treating them as you like you treat your mother or your aunt or whatever. So any, any other words on onsite support?
Okay. Very, very succinct. They’re mad. So yeah, just uh, onsite support. We, if we can fix it remotely,
then we will. And it’s, even if there’s, it’s, um, I know one thing that we, we are in the process of doing is kind of scheduling at least a weekly, at least a monthly visit depending on how far away the client is, where we can show up and just kind of, you know, unexpected. We don’t need to call and say, Hey, we’re headed down there. Get a list of issues. No, it’s, it’s, it’s an unexpected surprise if, you know, if, if nothing else is burning down with your other clients to just go onsite visit, it doesn’t even have to be a support call. Just, you know, touch base, see how things are going. It’s, it’s that kind of thought that people really like to see. And that’s, we get that we get feedback from our clients and people we work with that are occurring in place of employment that are appreciative of the fact that we ask questions and you know, God gave you two ears and a mouth, use them proportionally. So as far as onsite support goes, that’s just, it’s really just the golden rule. Treat people how you want to be treated. So, all right, everybody, thank you for joining us for talking about onsite support. Thank you.