Customers aren’t always right, plus more ‘universal truths’ for SMBs

Bob Stegner is the son of a small business owner and a 30-year veteran in the IT industry. He has learned how to succeed. You can see highlights from the first three episodes of his YouTube series, “Universal Truths from the Son of an SMB,” which is CompTIA’s new YouTube series. Bob Stegner was raised as the son of small-business owners and has experienced firsthand the challenges and rewards of owning a small business. SMB success is more rewarding than SMB pain.
“If you are raised in a market that has seen the ups and downs, you can go back to it. Stegner, senior vice-president of marketing, North America at SYNNEX and a member of IT Hall of Fame, said that there’s nothing an SMB cannot tell me that I haven’t heard or experienced.
This background helped him over a 30-year career in the IT channel. It also made him the perfect host for CompTIA’s YouTube series “Universal Truths from the Son of an SMB”. The first three episodes cover topics that are familiar to small MSPs as well as solution providers, such as how to get more from vendor partnership programs, customer service expectations, managing multigenerational companies, and managing them. Let’s take a closer look at each episode.

The Long-lasting Impact of Vendor Partner Programmes
Strong partnerships between tech vendors, their MSP, solution provider and integrator are essential to a successful IT channel. There has been much debate about the value of vendor partnership programs, especially in today’s world where many transactions and processes can be done online and electronically. Stegner and guests Frank Vitagliano (CEO of the Global Technology Distribution Council) and Alec Stanners (VP of Business Development at BVoIP), all agree that vendor program can make all parties more successful – if they are properly designed and implemented and take into account the needs of the end user.
“When we speak about the channel, we usually refer to the distributor, vendor, and solution provider. The end user is not the focus. Vitagliano stated that if it weren’t for the user, then all the other stuff would be irrelevant.” “I would like for programs to be created to benefit the end user,” Vitagliano said.
He said that vendors and their partners should collaborate on programs for support and service that will help solution providers better serve customers. “The problem is that most of the programs don’t do this, which is a problem. They are often geared towards the distributor or vendor who created the program and not the recipient.
Stanners said that partner programs should be more than just commission programs with vendor reps. Stanners said, “If we want to grow our company how can you get someone excited about that?” He said that it’s about building loyalty and establishing tiers. The programs must make sense for both parties. Partners must be aware that there will be expenses once they start, but they also need to see the value in return, especially if they reach the top tiers.

Is the Customer Still Always Right?
Many businesses have operated under the belief that the customer is always right. But are you opening Pandora’s Box and giving your customers everything they need, even to your own profitability or success.
Customer service is a delicate line to walk. Finding the right balance between what’s best and what’s best for everyone can be difficult, according to Kevin Gilroy (CEO of Gilroy Associates) and guest on episode 2.
“The customer may not always be right. Sometimes they don’t know what they don’t know. Recently, I was discussing this with my daughter, a doctor. She sees many patients who say, “I want this medication.” It was on TV. It was on TV. I found out about it online. But that could prove fatal,” he said. “I have seen many partners and companies make mistakes believing that the customer is always right. While the customer may be right, the customer could cause economic collapse if they are not satisfied.
Customers don’t always get it right. In most cases, they are using the services of others to fill in a knowledge gap or skill gap. Caitlyn McCaughran is Auvik Networks’ field marketing manager. “You can’t come in thinking that you’re the professional. Customers are always correct in the SaaS business and vendor side. Your policies should be adjusted for them.
Even if the customer isn’t always right, it is important to provide positive customer service. It’s not about proving them wrong. The goal is to find a solution that pleases both.
It’s not how the vendor or MSP solves the problem but how the other party leaves you. McCaughran stated that this should be the first and most important thing in your mind. “Many companies don’t ask customers to be in their th