As an IT Expert, You Need to Remember How to Talk to Those Who Aren’t

I don’t have to tell you that, for the managed service provider, the sales cycle doesn’t have an end… it kind of just keeps going. While the finish line may seem to be signing a new contract, there’s a lot you still have to do to encourage continued and increased business with your new client. Much of it will depend on your ability to communicate with them.

From your sales team to all those who work with your clients regularly, everyone must remember a few critical practices when communicating with your clients and prospects.

Leave Out the Jargon

It’s no secret that the average person using a computer almost sees the IT professional—at least, in the context of their role—as a different species. As such, it can sometimes feel like they speak a different language.

Therefore, as you deliver your services, try to remember how the words you’re using may sound to the person you’re talking to… and that you’re working with a lexicon they simply don’t have access to. What may be a simple explanation to you might be complete gibberish to a layman.

This means that to create a relationship with your clients, you must be aware of your expertise enough to adjust your communications appropriately. Over time, you may be able to educate them to keep up, but at least at the beginning of your relationships, you must make it as simple for your clients to understand you as possible.

Make an Impression

In most industries, a professional’s ability to communicate heavily influences people's impressions of them. A doctor with a good bedside manner is often viewed more highly than one without. The same is true in IT. People tend to trust confident and knowledgeable technicians more readily, as they seem better prepared to deliver the services properly and efficiently.

This creates an opportunity whenever one of your techs visits a client onsite. Once the service is complete, the tech can then reinforce your business and its reputation by recounting what was accomplished. Leaving behind a business card or tech feedback card also helps.

Tee Up Future Business

Let’s face facts: if there’s anyone whose advice your clientele is most likely to take, it will be the technician who comes in and solves their problems, working on their IT in person. After all, they’re the most familiar with it.

Based on this impression, your technician can offer advice to your clients that is more likely to lead to actual business.

While not every tech will be suited to sales, everyone needs to be committed to providing good customer service. Ensure they always have some marketing materials available to leave behind if requested.

This is Far From Everything You Can Do, But It’s a Start

Think of this as a few ideas to get you started strategizing about how you can open and reinforce some lines of communication between your business and its contacts. Maintaining this kind of communication makes you look like an attentive provider and encourages these clients to turn to you for more.

If you need help establishing communications, we offer a variety of marketing tools and services that can help. Contact us at 888-546-4384 to learn more or schedule a consultation to see what we offer.