The Founder's Log - April 2022
Last month we visited one of our favourite clients (we love them all), MAC Surfacing, who are the guys who do road repairs. There is a good chance you have been caught up in a traffic jam of their making! Anyway, we held a strategic review with Mark to discuss where he sees the business going so that we can plan that the IT they use scales correctly with their projected growth.
A few days before we met up, I also asked Mark to think about Kimbley IT and an area we can improve. I always ask this in advance of any meeting, so there is thinking time, and you get a much more valuable response than you would if you requested it during the meeting, where there is limited time to think. Marks' response was super. He suggested that now covid restrictions have gone and we can visit more regularly, it would be a great time to get to know his team better, so they understand how we work and are more familiar with us when asking for our assistance.
Regular visits to our clients were something we always did pre-covid, and since the restrictions have gone, we have started revisiting clients to meet their teams and get to know one another. However, we have been a bit slow at getting these visits off the ground - so we could work on speeding these up, so all clients get their regular visits again.
New Podcast Episodes
The three podcasts that came out in April covered:
New Videos
Kyle continues to roll out a new TikTok video daily, and the follower count continues to grow! James has started to experiment with YouTube Shorts alongside our usual YouTube content. This month included these videos:
April's Assistance and Support Statistics
In March, 66 subscribers got in contact. Of those getting in touch, 97% (64) requested assistance (they want to know how to do something better). The remaining 3% (2) asked for support (something is not working as it should).
65.2% (43) of subscribers who sent a message to us received a response and returned to doing their work within five minutes. 27.3% (18) received a reply and returned to their work within 30 minutes. Out of the remaining five subscribers, three returned to work in under an hour, and the remaining two took over 1 hour to sort out. In one case, the whole computer had to get a factory reset as Windows had corrupted after an update - thanks, Microsoft! In the other case, the subscriber required a site visit to fix the problem, and when we arrived, the subscriber had forgotten and not turned up.
97% of subscribers contacted us through our client's unique instant messaging service - which is the fastest way to get a response. In contrast, one subscriber opted to log an old-fashioned email ticket. And one made contact through the telephone.
Overall, we believe 19 subscribers would not have needed to contact us this month if the companies they worked for had provided regular training through Learning Sessions by Kimbley IT. The sessions start at £210 and go up to £500, and up to ten subscribers from a single company can join one session.
