The Customer is NOT always right - Partnership versus Customer Service!

I recently read a great article by Danny Iny.  In that article, he points out that the customer is not always right.  He also says there is a big difference between customer service and partnership.

Mt. Ararat (Agridag)- 17,000 ft mountain in Turkey

Ⓒ Photo by Dane Deutsch

At Deutsch's Inc., we are in the "people business" and all of our businesses (i.e.- DCS Netlink, Deutsch's Gymnastics, and Leadership Management Development Center) focus on partnerships not pure customer service.  So, I totally agree with Danny Iny.

I am not a professional climber by any stretch of the imagination, but I had the privilege of climbing Mt. Ararat (17,000 ft dangerous climb - which in Turkish, Mt. Ararat is called Agridag, which means "mountain of pain") during the 5 years I lived in Turkey.  Having made that climb, I can tell you that what Danny says about the difference between customer service and partnerships is exactly right!  He says, "Think of it this way: If you were climbing Mt. Everest, customer service is your porter. Partnership is your Sherpa climbing guide."  Perfectly said!

In other words, your porter carries your supplies for a fee...strictly transactional.  However, your Sherpa climbing guide is your key to reaching your goal (i.e.- the mountain Peak) and getting back to base camp successfully and safely.  The relationship with the Sherpa is totally transformational and Trust is two way.  Big Difference!

At Deutsch's Inc. we are all about partnerships, NOT customer service as our primary goal.  Why?  Because as Danny says, "The goal of customer service is to make the customer happy. In contrast, the goal of a partnership is for the customer to achieve their goals. Buyer and seller are both focused on a goal that's bigger than the buyer. The customer's happiness is a by-product of achieving that goal."

Ⓒ Photo by Dane Deutsch

I want to encourage you to read Danny's full article here:  http://www.inc.com/danny-iny/the-biggest-customer-service-mistake-you-don-t-know-you-re-making.html?cid=email

I also encourage you to read Danny's book:  https://www.amazon.com/Teach-Grow-Rich-Knowledge-Freedom/dp/1541232518/ref=sr_1_1?ie=UTF8&qid=1486571501&sr=8-1&keywords=danny+iny

And as always, focus on leading with Character First!  To learn more about how to lead with character first, grow relationships, leadership and teamwork, you can pick up a copy of my new book called "The Tricycle Effect" on Amazon:  https://www.amazon.com/Tricycle-Effect-Significant-Productive-Successful-ebook/dp/B01N91PPL0/ref=as_sl_pc_tf_til?tag=coach0e1-20&linkCode=w00&linkId=46359a1675537eea4e7912907092a781&creativeASIN=B01N91PPL0  

or visit my website at:  www.thetricycleeffect.com

Thanks for letting me serve as your Sherpa during this short "blog."  Keep leading with Character First!  Trike On and Smile On!

Bad Guys are Getting Badder, Faster then the Good Guys are Getting Gooder!

“Nothing has happened to my network, computer, or email yet, so most likely nothing will happen!”  That phrase is one I hear people make all the time.  Is that something you might say?

If you said “Yes,” then I guess you might also live by “The Odds.”  Are you a gambler?  Would you gamble your business or livelihood away?

At DCS Netlink, we don’t live by “The Odds.”  We don’t gamble when it comes to computer, network or Internet security.  The reason:  the odds are not in any person’s favor when it comes to computer, network or Internet security.  There are lots of explanations on why that is true.  

Think about these it:

1. You are most likely a smartphone or computer user.  You are not an IT expert or even less likely to know about IT security.  Do you agree?
2. Like most people, we are HUMAN and we don’t like change.  So, you might ask, “Why do I need to add extra security when I haven’t needed it so far?  Fair question.  Do you agree?
3. There are lots of explanations, but there is one more…...that is security stuff is TOO expensive!  So, what most people think is that adding security also adds costs, and you want to be responsible with your money, right?  WRONG!  Your reputation in business has more value than a dollar amount.  Once you become a victim, your reputation will suffer and most likely your business will suffer, and that may translate to dollars in the end.

So, what should you do about your computer, network and Internet Security?

1. Change your  beliefs about the BAD guys!  You need to believe that they are working hard to take you down and many of those users around you.  If you don’t believe that, then you have already most likely lost the battle.  In this day and age of the Internet of Things, the risks, vulnerabilities, and threats are increasing at an ever alarming rate and with greater consequences!  Do you agree?
2. Find a company that will look out for your best interests, and not give you answer or propose a solution with the least cost.  Getting the right solution is more important!
3. Partner with a computer, network and Internet Security company that has done background investigations on each and all of their employees.  After all, these engineers and technicians will most likely see some of your most confidential information in the scope of carrying out their duties.
4. Hire a company that has gone through at least some semblance of security training on firewalls, and Internet Security.  Most IT companies do not have any formal training and/or certifications as a testimonial to their legitimacy in carrying out their duties.

So, that is the nitty gritty of IT!  If you want to know more and would like a network assessment and/or a security assessment, give us a call.  We would be happy to help coach you to a stronger and more secure future….after all, your business and reputation depend on IT!  Visit us at www.dcsnetlink.com or call 877-327-6385.