Written by: Daniel Haurey on 08/25/10

Over the course of the last 13 years in this business, servicing hundreds of companies in the New Jersey and New York City area, I’ve obviously had countless face to face initial sales meetings with prospective clients.  Each of the organizations (mostly small businesses) is as unique as the human beings that I meet with.  At each and every meeting, the question of RESPONSE TIME comes into play.  Without fail, virtually every prospective client wants to know; “How soon will you respond to our support requests?”

Response time is without a doubt a crucial element in our prospective customer’s selection process for IT vendors.  It’s also a key factor for keeping our existing client’s happy and satisfied.  And it should be.  Fortunately, WE GET IT.  Our Assurance Managed IT Services customers know exactly what to expect when it comes to response time.  That’s because we put it in writing.  When confronted with the inevitable question of “How soon will you respond to us?” or “How quickly do you return calls?” we’re able to answer very confidently and succinctly, showing the prospective customer exactly how soon they can expect a response for the various types of computer and network issues they may encounter.  It’s also nice to explain that calls are answered by a human being virtually all the time – and not a machine.

Here’s the bottom line:  if you’re shopping around and comparing IT services companies, firmly request to see their guaranteed response times.  If they can’t readily produce the same, on paper, with some sort of guarantee, you may consider moving on the next candidate.


Customer Service