A customer of a local networking solutions company has just told the Account Manager that she is switching to one of their competitors. When the shocked Account Manager asks why, the customer replies with the following response.

“Our network went down for three days. Our Information Technology department spent days on the phone with one of your support people – who was never able to resolve our problem.

The clock was ticking – and we were losing revenue– a lot of revenue – as a result of downtime. Our customers were furious – and told us that they were going to seriously re-evaluate their relationships with us given that our online software seemed unreliable.

What disappoints me the most is that it was not even our software that was the problem – it was the network equipment supporting it – with equipment that your company provided. I just do not understand why you did not have the facilities to support us and quickly resolve the problem when it occurred. I thought you would have been prepared for issues like this. I just do not feel like I received the service or support that I needed from your organization.”