On this episode of the IT Business Podcast, I dig deep into why customer service often misses the mark—sharing both hilarious and infuriating stories from recent tech support calls and product woes. You’ll hear about my battles with big brands like Samsung and Bosch, porting nightmares with Fusion Connect, and wins with vendors who still “get it”—plus practical shout-outs for industry friends and events like the Channel Program, ASCII Edge, MSP Summit, and TechCon Unplugged.
I pull wisdom from foundational books, “Customer Service is Worthless, Customer Loyalty is Priceless” and “Delivering Knock Your Socks Off Service,” breaking down actionable principles every IT pro should adopt ASAP. Learn why your customers truly are your paycheck, how first impressions make or break client relationships, and why a simple thank you goes further than any technical fix. Tune in for takeaways, vendor picks, and a special peek at my process for keeping support human.
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