Targetting more than satisfaction


Children’s books can be, and often are, peculiar. Think only of Alice in Wonderland, a psychedelic day trip if ever there was one. Among the more peculiar is ‘The Water Babies’, written by Charles Kingsley, and its relevance to IT Centric is in one of its core messages; ‘do as you would be done by’.

This idea is so universal that it has become a trope, a cliché, and yet despite that it contains a fundamental truth that is as applicable today as it was when Kingsley took the idea and wove it into his tale.

Treating your customers as you would wish to be treated as a customer, is fundamental to delivering consistently good service. Anyone who has worked in the front line of retail, or served time behind the bar of a pub will treat those doing the same job with more respect because they understand what the work entails, and the same is true when delivering managed services and solutions.

When Gordon Sayers founded IT Centric, he was looking to create an atmosphere more positive than the environment he had come from and eleven years of growth later that still guides him and the company.

There are two principal routes to achieving this: well-motivated staff and constant feedback from clients and customers.

The first is achieved by taking an active approach to staff welfare. Work is monitored weekly; staff are involved in decisions and there are monthly one to one meetings to ensure that there are no problems that need to be dealt with. The aim is to keep staff engaged and happy, this is good for them and good for the company.

Keeping clients satisfied is an ongoing task. For the past three years IT Centric has undergone a process of review, evaluation, and improvement to ensure that their clients continue to receive the best service possible from IT Centric. Currently key to this undertaking is ‘Smileback’, a system that invites feedback from customers at the conclusion of every support ticket and every job. The results from Smileback are fed into the ongoing quality-control within the company and used to identify issues or areas where improvement is still possible. The negative comments are every bit as important as the positive and are investigated individually to establish why the client feels less than fully satisfied.

Sometimes there are lessons to be learned, sometimes there are misunderstandings about what can be achieved, but all are pursued to understand the customer’s perspective.

This constant feedback allows the company to stay on top of customer requirements and expectations. Modern technology is a fearsome taskmaster, making many things possible that were previously pipedreams, but it is not a universal panacea and it is vital that this is understood and communicated to clients so that their expectations match reality.

Specialising in managed service provision means that IT Centric has been exceptionally busy over the past few months, supporting those clients who were already invested in cloud services and helping those who weren’t able to move as quickly as possible to enable them to function through the period of lockdown.

During that period, over 95% of feedback though Smileback was positive; only 2.4% was negative.

Gordon is at pains to stress that claiming to deliver perfection is a fool’s errand, but his goal of always achieving a positive outcome, whatever the challenge, is clearly bearing fruit.

There are many companies that claim to do as they would be done by, sadly not all of them live up to that aspiration. If you want your managed service provider to do just that, contact us at IT Centric and discover how things can be done better.