In our highly connected world, it’s pretty easy for IT folks to focus on just technology itself and forget about the actual humans the technology is serving. If you’ve ever worked with us, it may be hard to believe but there are businesses out there that are more concerned with closing tickets than getting to the root of your problems. That gives all of us in the IT business a bad name.
At Federated Service Solutions, we’re dedicated to flipping the traditional IT model on its head, so it’s crystal clear to your whole team that we’re laser-focused on solving your problems at the foundation.
While customer service has always been our primary focus, FSS has spent the past year taking our dedication to our customers to the next level — especially as it pertains to the installation of more delicate technology. Today, we’re talking with long-time FSS employee and Director of Operations, Ryan Scheske, to dive into FSS’ renewed commitment to extraordinarily thoughtful customer service and map out what the future looks like with this elevated, white-glove approach.
“We knew something was missing,” explains Ryan, who has spent the last 18 years of his career with Federated Service Solutions. “What made us stand out and what we all aspired to and wanted was to have better relationships with our customers, to build partnerships — not just be a vendor.”
Now, let’s go back to the beginning.
The Origin of FSS White Glove Service
“Obviously the best way to spread your business is through word of mouth from happy customers,” Ryan says. “We’ve really tried to drive home the idea that our people are taking our customers’ needs and wants into their decision-making every day.”
And this concept rings true across the board: a recent study found that 92% of consumers trust the recommendations given to them by friends and family, more than any other form of marketing. Word of mouth is one of the most powerful marketing tools any business can leverage — but that means the customer experience needs to be near-flawless.
When Jennifer Ferris, President of FSS, experienced a television installation that wasn’t up to snuff (think scratches, dust, and an overall lack of care throughout the process), the leadership team sat down to have a serious discussion about how essential their signature customer service is to one’s overall impression of their brand, and how it could be elevated even higher. “It’s very clear that some installations need a higher level of care,” explains Ryan.
How FSS Drives White Glove Service in the IT Realm
Technology isn’t cheap, and it sure isn’t some kind of heavy-duty equipment that can be handled carelessly at any point in the delivery and installation process. FSS is cognizant of this, and makes a concerted effort to ensure these televisions, monitors, and point-of-sale systems are delivered with the most delicate care possible, from start to finish.
“With any installation service there’s programming, how to use the equipment we’re installing, the continued phone support, more customized scheduling options, pre-install calls to make sure everything’s ready, and the exception installation and attention to detail to make sure everything comes out pristine,” explains Ryan.
While there are procedures and processes in place to make sure equipment is deployed in the most thoughtful and strategic way, our commitment to this premium level of service ultimately starts with our people. The best care for our customers requires a team that exceeds expectations every time and is recognized for it.
“We do ‘High-5 Shout Outs’, for people that go above and beyond and do exceptional work – based on our core values — solving for the customer, keeping our word, anticipating and acting, embracing what’s next, owning it every day, and spreading good vibes,” says Ryan. “We have a meeting every Monday morning and everyone is given a chance to shout out someone and drive home the specific core value.”
Based on these nominations, these FSS team members are entered into a raffle to win prizes.
And, while these types of incentives are a great motivator, FSS is also dedicated to hiring employees who are intrinsically motivated to focus on the human side of the customer experience by listening to issues and working to find the best solution.
“A lot of the people we send out are asking customers, ‘How’s your family?’ — because they’ve built that relationship. We’re not interested in short-term gain. The more times they can call you a partner, the less they’ll call you a vendor,” explains Ryan.
“We try to treat people like people, not a contract or a paycheck. Something we all share as a leadership team here is that overwhelming drive to satisfy the customer. We don’t work for accolades — that’s not what gets us off,” laughs Ryan. “It boils down to making the customer happy.”
The Future of an Elevated IT Customer Experience
The formula for successfully delivering an elevated IT customer experience is simple.
When there’s a problem, start by listening to the customer — really listening. FSS is committed to raising the bar on IT installations and deployments, but all of that comes later. It starts with making a human-to-human connection with our customers, and building a real relationship between our company and our customers.
Our customers have told us that they love our team so much, they want to take them home with them to solve other issues that pop up on a daily basis! We listened, and now you can take FSS’ people and resources home with you thanks to our On Site IT Support! Your organization can pull one of our full-time team members into your company for whatever period of time you need so they can be solely dedicated to supporting your day-to-day IT needs.
Another innovation that grew from listening to our customers (and then expanded into one of our regular services) is our Warehousing Services. This solution enables your business to take full advantage of our bulk discounts on equipment, nationwide logistics capabilities, and inventory space in order to receive your most important IT equipment exactly when you need it.
At the core of our commitment to stellar customer experience, both our On-Site IT Support and Materials Purchase & Warehouse Staging Services are our tangible commitment to building partnerships with your business at every stage, while promising to always listen to your needs first.
Let’s talk — after all, we’re all ready to listen. Let’s see how we can partner together when you shoot us a message to start the conversation.
