Menu
The value of a partner lies in customer service: SureBridge

The value of a partner lies in customer service: SureBridge

Local reseller finds the customer-centric approach takes time and effort.

The value the channel brings should be in customer service, according to SureBridge IT.

Managing director and CEO, Rick Brown, said price is long forgotten after something is purchased, and only the quality remains.

“When you go to buy something, the common view of a salesperson is they are there simply to sell you a product,” he said.

“I disagree with that, as the salesperson’s job is to make your experience so enjoyable that you tell your friends about it and you all come back.”

Brown has seen some companies spend a lot on money on advertising, only to provide a disappointing experience when a customer visits.

“If a customer has a good experience, they will come back,” he said.

“And if they aren’t happy, whose fault is that?”

More than a word

When it comes to a reseller becoming value-added, Brown said service is “not a word but a culture” that takes years of growth.

“You can’t change the culture of a company or a group of people in the space of a week, month or year,” he said.

The SureBridge team can tell within weeks if new employees “don’t have it," and in those cases, Brown said they are not a good fit for the customer-orientated approach of the reseller.

“We’re like bees in a hive, so if we get a bad one amongst us, we’ll force them out,” he said.

Brown said he finds it disappointing when companies proclaim “service is their life,” yet customers find themselves dealing with long waiting lines and complications.

“We make mistakes too, but we have a process that records and fixes issues,” he said.

Patrick Budmar covers consumer and enterprise technology breaking news for IDG Communications. Follow Patrick on Twitter at @patrick_budmar.

Follow Us

Join the New Zealand Reseller News newsletter!

Error: Please check your email address.

Tags resellerpartnervalue-added resellers (VARs)value-added resellersSureBridge

Slideshows

Top 50 defining moments of the New Zealand channel in 2016

Top 50 defining moments of the New Zealand channel in 2016

Reseller News looks back on a tumultuous 12 months for the New Zealand channel, assessing the fallout from a year of sizeable industry change. Whether it be local or global mergers and acquisitions, distribution deals or job changes, the channel that started the year differs somewhat to the one set to finish it - Reseller News assesses the key moments that made 2016.​

Top 50 defining moments of the New Zealand channel in 2016
​Hewlett Packard Enterprise honours high achieving NZ channel

​Hewlett Packard Enterprise honours high achieving NZ channel

Hewlett Packard Enterprise honoured its top performing Kiwi partners at the second running of its HPE Partner Awards in New Zealand, held at a glitzy ceremony in Auckland. Recognising excellence across eight categories - from distributors to resellers - the tech giant celebrated its first year as a standalone company, following its official split from HP in 2015.

​Hewlett Packard Enterprise honours high achieving NZ channel
Nutanix treats channel partners to Christmas cruise

Nutanix treats channel partners to Christmas cruise

Nutanix recently took to the seas for a Christmas Cruise around Sydney Harbour with its Australia and New Zealand staff, customers and partners to celebrate a stellar year for the vendor. With the sun out, they were all smiles and mingled over drinks and food.

Nutanix treats channel partners to Christmas cruise
Show Comments