How we view our customers

I saw a good post on how we view our customers.

http://sbsc.techcareteam.com/archives/193#comment-1256

This is also similar to a post I saw the other day on another blog

http://carpe-diem.typepad.com/ms_partners/2008/03/how-do-we-stop.html

This I guess is one of those controversial topics. On one side of the scale you have your one-man IT consultants where they are selling their skills as an expert in the field - since its the one person they can get to know their customers business well. The problem is if they get sick/sick-of-it, go on holiday or just plain get a job as an employee of a company then they in effect leave the customer in the lurch. On the other side of the spectrum you have massive corporations which are effectively like a machine that utilises software, hardware, infrastructure, policy and human resources to produce goods and/or services.

One end IS a human the other end UTILISES humans :)

So where I am going with all this is there is room for both - The SBSC logo is a good thing as it shows that someone has at least gone to the trouble of studding and sitting some exams ect to re-assure both their customers and themselves that they at least can meet a standard.

We are also seeing companies (even large ones) starting to focus back on better service to customers by splitting into smaller teams, having surveys and reviews to make sure teams are doing the right thing and implementing tools to help staff track what they are doing and achieve goals.

So my message is keep the SBSC but remember why you are there.