My friend Michael Guinn has been running a concierge Mac support and repair service in Santa Barbara and just celebrated 8 years of business. As an Apple Certified Consultant, he makes, “Apple Certified House Calls and Repairs.”
His newsletters are folksy and remind me of the old TidBITS updates from the early 90’s. Mick is an old school Mac evangelist sharing the joy of making people’s lives better through technology, not using it to one-up themselves and lord over others.
At Mick’s Macs, we don’t see our clients as “customers.”
Although appropriate in other business models, I’ve never liked that word for ours. For me, “customers” denotes a shopping experience, one less personal than the service and support we provide. When people become our client, they’re never a number. Never. It always makes me smile when people call and begin to remind us who they are and when they last worked with us. It’s one of the rare times I interrupt them with something like, “Tom, of COURSE we know who you are! We upgraded your MacBook Pro last year. How are things?” With caller ID, most of the time we answer the phone calls from existing clients like this: “Hi Kathy! How are you? How can we help you today?” Clients seem to really be happily thrown by this.
Congratulations Mick! If you are in Southern California and need your Mac, iPad, or iPhone checked out, Mick’s Macs.
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