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| | Great Customers: A Recipe for Success
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My experience as VP of Equinox Support has taught me a lot about working with customers. One of the most surprising facts I’ve learned is that many customers are afraid to ask for assistance. People tend to use the same features and steps daily. So, what happens when something different is required? We realize that not all the features of the system are constantly used, and we are here to help! We encourage you to reach out during uncertain times, when something seems out of the ordinary, or anytime you have a question. Contacting Equinox Support is easy, and it’s one of the simplest steps you can take to be a happy customer.
As you know, maintaining high availability of your system involves applying updates to the operating system, virus protection, performing backups, and monitoring for hardware issues. Many times, these tasks involve multiple people or departments in your company. Or in some cases, everything falls on your shoulders. Either way, please inform us as changes are required to the environment. Alerting us to maintenance, hardware changes, etc., as soon as possible allows us best assist you and answer questions about any items you might encounter.
Often, we hear that customers don’t contact Equinox Support because they think the issue is due to something they did incorrectly. Or that surely someone else has already reported the issue. Or the issue is not that big of a problem. Or there just must be a different way to do the task. These misconceptions only delay you from having the software experience you deserve. Please DO let us know when you experience an issue—it may very well impact other users who are also just assuming that the issue has already been reported.
An important aspect of our relationship with you is to continually inform you about our products and on-going learning opportunities. We recently provided more insight into the release notes included with each update. This wealth of information explains what is possible and new with each release. I encourage you to read the release notes, not just for changes you have requested but also to understand the products at a higher level. This newsletter describes two other learning opportunities. The upcoming Protector User Group is an excellent way to collaborate with others in the industry while gaining additional fraud management knowledge. We are also offering a TeleLink webinar in July, which demonstrates system features and covers topics customers have requested in the past few months. Finally, there are many other videos, documents, and resources available from our online library.
What’s it like to have a working relationship with a vendor? I hope you can answer that question for others based on the relationship you have with Equinox. Our pledge is to treat you with respect while providing both quality products and support. It also means we are willing to work with you even when issues happen that are out of our control. Likewise, we hope you will work with us as we identify issues in our products. We regularly use an expression at Equinox regarding relationships, and that is to have grace or demonstrate courteous goodwill. We desire all our relationships—with each other at Equinox and with all our customers and partners—to be full of grace. We think that’s a great recipe for success.
Want to learn more? Equinox Support is just a call (615) 612-1225 or click away!
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