When you run into prospects with IT emergencies, you can really bring things together for your business.

But how can IT emergencies help you?

First of all, the customer feels acutely what happens when he/she ignores IT issues.  When a virus hits and a customer finds the anti-virus license renewal wasn’t handled and nothing was updated, the pain is immediately felt.  During IT emergencies such as these, a customer’s main client may want on-line access to an account, but it’s not possible.  This is your opportunity to swoop in and save the day.

The second way IT emergencies can present opportunities is that when you have saved the day, you will find yourself with access and also instant credibility.  You are already there, and the customer wants to hear what you have to say.   

When and How Do You Handle IT Emergencies?

When you respond to IT emergencies, you have to keep in mind that your customer will be looking for immediate assurance that the pain of the problem is about to end.  This means you need to solve the problem with a clever workaround to get it immediately running or find a quick and direct solution.  Your customers will want to know the meaning of “as soon as possible” to you, and it’s your chance to define it.

In reality, within an hour or two of your arrival in response to IT emergencies, your customers want you to explain the problem and prioritize the situation with them in regards to their business.  They want to know you are resourceful enough to find solutions quickly and responsible for what happens.     

What about Emergencies that Can’t Be Fixed Right Away?

Not all IT emergencies can be fixed right away.  You have to think in terms of “triage.”  You need to figure out what has to be done today and what can wait until a bit later.  You also need to know the quickest way to getting results.  Fixing the situation is not always about solving the biggest problem first.  Sometimes you need to know some workarounds and how to prioritize issues affecting the entire company – the LAN being down – above those that are just affecting one person.  

It Just Takes One Computer …

Sometimes just a single computer can cause IT emergencies.  You may find that one computer is down and a clerk cannot submit the necessary online information to make payroll.  This will become a top priority for you.  Often you can arrange simple, temporary solutions to these types of IT emergencies, such as a direct dial-up connection that can get past the LAN and help you work on the problem and establish the beginning of a good relationship.

Blogged By:  Computer Consulting 101 Professional Kit