Mark has been in the MSP channel for years and has written a book around help desk habits, and has developed and created online courses around it, as well as MSP website success. (Hint hint: our next podcast episode) Before we kick off the episode which is value-loaded about what help desk habits you should have, Mark tells us about himself, who he is, what he does, and who he helps. Then to start, I ask Mark first about service recovery paradox, what it is and why it's so important in IT. ...
Mark has been in the MSP channel for years and has written a book around help desk habits, and has developed and created online courses around it, as well as MSP website success. (Hint hint: our next podcast episode)
Before we kick off the episode which is value-loaded about what help desk habits you should have, Mark tells us about himself, who he is, what he does, and who he helps.
Then to start, I ask Mark first about service recovery paradox, what it is and why it's so important in IT. Mark thinks it is critical to behave in this way in the IT space because things go wrong all the time and it's why help desk exists in the first place.
The lesson that the service recovery paradox teaches IT & MSP business owners is to accept the things that go wrong and if you fix the problem, do it well and embrace it. Chances are that customers will be more loyal.
What do your clients really buy? It's the business outcomes. It's peace of mind.
I then ask Mark a question I've never asked anyone before, "Is it a service desk? Or is it a help desk?". Mark firmly answers it depends on who you talk to and the two are interchangeable.
We then agreed, why not use the word help? Mark thinks the word "help desk" actually portrays a certain positive personality, but if you can think of something more creative, go for it and create that personality for your help desk!
Mark and I then continued to talk about the concept of human customer service. Now Mark shares a phrase of his that correlates to this certain topic and that is, "Remember the human beings on the end of the endpoints." It teaches us that it's a mind shift about putting ourselves in their shoes and the importance of understanding.
Then we tackle where habits come into all of this. Mark says it is all about long-lasting behaviour change. He then proceeds to explain the concept of habits and how exactly habits tie together to your MSP help desk.
We also mention a few key topics like The Chimp Paradox and the importance of IQ & EQ in your team. We weigh in on these topics and talk about how they link to habits in your help desk. I also ask Mark about his own habits and even his answer to this is just a value bomb!
To wrap up the episode, Mark and I have a raw moment of laughter as he then shares an important tip that will help you get the 4 Rs in your MSP help desk which are: Reviews, Recommendations, Referrals, and Renewals. Don't miss it!
This episode is truly dropping value bombs all over the place, so I hope you listen to this again and again, and as much as you can to make you catch all the value this episode offers.
I also hope you enjoy this episode as much as we love creating it here at IT Experts.
You can reach out to Mark Copeman through his website by clicking here – https://www.wisecurve.co.uk/
You can buy the book, Helpdesk Habits by Mark Copeman, just click here – https://helpdeskhabits.com/helpdesk-habits-book/
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Until next time, you look after yourself and I'll catch up with you soon!
