Why Are You Different From Your Competition?

Two weeks ago at IT Nation 2012, I spent most of my time speaking with current partners and the vast majority of the feedback we got was positive which tells me, I’m doing my job right! Obviously, some partners may disagree and that is fine. As a consumer you do not differentiate support from development or which resource each team has available, as you shouldn’t. That brings me to the one point I made to new partners coming from other providers, what can I expect from you, that they won’t do? Same answer, support; by that I mean actual support.

One specific question was, hey I am currently with X Spam Solution and they are killing me with false positives, I am looking for someone who doesn’t. My response was, (I am not a liar hence why I do not work in sales and Vlad begs me to lie to him about bad news, that’s just me) look I’d be lying to you if I said no, but I will say this if you have a problem with and you document it to my team, we WILL adjust. This guy was told by his provider “Nope, the rules as they are”. That is an offer that always stands if you open a ticket with documentation. Meaning provide me some .msg files illustrating your client’s problem, and we WILL make an adjustment.

Case in point one of our existing partners had a bad rash of the case above to the point where they received an ultimatum. His team stepped up, got us some good documentation and by the time the show ended he came over to shake my hand for pretty much saving that account for us both. That’s why we go that extra mile, if you lose them, we lose them, period.

But help me help you, you can not walk into a doctor and say it hurts without telling him where and expect him to fix it. Document and ye shall receive.

Carlos Lascano
VP Support Services, ExchangeDefender
carlos@ownwebnow.com
(877) 546-0316 x737