EP071 - Understanding Help Desk Habits with Mark Copeman & Ian Luckett

<div style="font-weight: 400;"> <p><span data-contrast="auto">Mark has been in the MSP channel for years and has written a book around help desk habits, and has developed and created online courses around it, as well as MSP website success. (Hint hint: our next podcast episode)</span><span data-ccp-props= "{"201341983":0,"335559740":259}"> </span></p> </div> <div style="font-weight: 400;"> <p><span data-contrast="auto">Before we kick off the episode which is value-loaded about what help desk habits you should have, Mark tells us about himself, who he is, what he does, and who he helps.</span><span data-ccp-props= "{"201341983":0,"335559740":259}"> </span></p> </div> <div style="font-weight: 400;"> <p><span data-contrast="auto">Then to start, I ask Mark first about service recovery paradox, what it is and why it’s so important in IT. Mark thinks it is critical to behave in this way in the IT space because things go wrong all the time and it’s why help desk exists in the first place. </span><span data-ccp-props= "{"201341983":0,"335559740":259}"> </span></p> </div> <div style="font-weight: 400;"> <p><span data-contrast="auto">The lesson that the service recovery paradox teaches IT & MSP business owners is to accept the things that go wrong and if you fix the problem, do it well and embrace it. Chances are that customers will be more loyal.</span><span data-ccp-props= "{"201341983":0,"335559740":259}"> </span></p> </div> <div style="font-weight: 400;"> <p><span data-contrast="auto">What do your clients really buy? It’s the business outcomes. It’s peace of mind.</span><span data-ccp-props= "{"201341983":0,"335559740":259}"> </span></p> </div> <div style="font-weight: 400;"> <p><span data-contrast="auto">I then ask Mark a question I’ve never asked anyone before, “Is it a service desk? Or is it a help desk?”. Mark firmly answers it depends on who you talk to and the two are interchangeable. </span><span data-ccp-props= "{"201341983":0,"335559740":259}"> </span></p> </div> <div style="font-weight: 400;"> <p><span data-c