When you’re in a sales role, it is important – I would argue vital, in fact – To have faith in the product or service you sell. From prospective clients, to fellow members of local networking groups, to audiences at various speaking engagements, people see me talk about technical team with tremendous confidence, and there’s a reason for it.
Earlier today, we received a few examples of client feedback that will help not only show why, but will let me illustrate a little bit about our internal culture, as well.
At KaufmanIT, every closed support ticket results in a notification to the client, offering an opportunity to rate our service. The client can express their feedback by clicking a red button for bad, yellow for average, green for good, or a gold star ⭐ for amazing, accompanied by an optional field for comments.
As I have posted about in the past, the client satisfaction score displayed on our website is a genuine reflection of these points of feedback. Without divulging specific numbers, I can say that last year alone, our team closed tens of thousands of support tickets and received just six red ratings – that is for all of 2024! This is a testament to our team’s relentless pursuit of excellence.
Why are they so driven by client satisfaction? It’s quite simply a reflection of the culture that Matt Kaufman has created.
In our rating system, both yellow and red ratings negatively impact our satisfaction score, while only gold stars count as positive – green reviews have only a neutral impact on the client satisfaction percentage that lives at the top of our homepage for all to see. Clients might also be interested to know that our team’s performance is partly incentivized by gold star reviews, which drives their dedication to client satisfaction to an almost obsessive level.
Earlier today, a few reviews came in with comments that truly exemplify our team’s commitment to client happiness. The follow-through you’ll see referenced by these happy clients are an accurate reflection of the high standards we uphold:
Aside from the gold star reviews, there’s a fun side to this maniacal commitment to client happiness, and it’s reflected when a technician “only” receives a green review.
A few weeks ago, an amusing flow resulted when three green reviews were received over an afternoon and the following morning. While most companies would consider green star reviews as commendable, our team holds themselves to a higher standard. Every client rating is shared in an internal Teams channel, and when greens are received, the friendly ribbing directed at the team member responsible is a source of much amusement.
I have cut off most of our team’s follow-on comments in the images below — mostly because I’m not certain they’re appropriate for a public audience! — but even the emoji reactions you’ll see make plain what our team thinks of “only” good feedback:
Obviously, I’ve blurred anything remotely resembling identifying information in these images but you can see our team’s brutal reality in these screenshots: green = unacceptable!
That recent run of green reviews? It truly was an aberration. On a day-to-day basis, the flow generally looks like this (with supportive emoji reactions from our team to match):
All of this explains why I communicate our services with such confidence; the technical expertise is coupled with an all-U.S., in-office team that understands client satisfaction is the cornerstone of our success, and they strive tirelessly to ensure every interaction leaves a positive mark.
So now you know, clients: our entire team reads and values every single bit of feedback you provide – and we review and train off the rare negative feedback results at our monthly all-team meetings.
The upshot of all this: KaufmanIT truly is a place where good simply isn’t good enough.
I enjoy carrying that message.
