Skype-based phone calls over Bluetooth. A very cool idea to be sure, but can we seriously expect the average business user to fully grasp Bluetooth technology with Skype so easily? I think this is wishful thinking, myself. Now, I want to be crystal clear about something. I support people taking some time to understand the needs and requirements of a product before buying it. After all, there has to be some personal responsibility, right? Regardless, I feel that Epyx took a proactive approach just to be on the safe side. It made sure that all who visit its site understand exactly what is needed to take advantage of its Skype over Bluetooth product. The UI for the page was simple and made sense, yet did not leave me feeling like it was expecting its users to be so un-tech savvy that basic Web site navigation was too much for its comprehension.

Once I decided to explore the features behind its Pro account, I was immediately given the information that I was looking for - nothing more, nothing less. Also, if you look closely, you’ll notice that the requirements to use its product/service is not crammed into some hard to read fine print. It took the time to make it clear exactly what you need from both the mobile side of the fence in addition to the PC requirements. Well done, guys. Very well done.

So, what about its service? Is it any good? To be honest, I have no idea! I am lacking the mobile requirements needed to try it out! But you know something? When I am ready to make the leap into something like this, this will be my first stop. See, by being ’spot on’ with the people you are working with, you’ll develop a trust that could quite possibly turn them into a happy customer or client. So whether you are running a repair business or trying make money from products being sold online, be upfront with your customers.

“Wait a second, Matt! I thought this report was going to be covering the finer points of VoIP via mobile technology?” Nope, I wanted to use that to get your attention so that I might make another point instead. Every day I have people e-mailing my Gmail account asking for help to ‘enhance’ their business. And yes, in rare cases, I have helped some of them. But I am not a business consultant, nor am I a marketing expert. What I do offer is something people refer to as common sense. As of late, I have actually considered coining this term as ‘Common Sense Marketing.’ Sounds corny, but you would be blown away at how simple changes to a Web site, presentation materials, or just the way a customer is able to contact you can benefit your IT business.

For instance, when your customers call you, are they greeted by the voicemail system from Hell? Folks, I have a rule with automated answering systems: You should never have to choose more than two options. The first set of options should be Billing, Tech support, Account Balance, etc. The second selection from there needs to be the option that gets you to a live person (even if it is putting you on hold). It can be done, even with a zillion different departments.

Another thing that IT companies need to lose are those mindless recordings telling you how ’spectacular’ their online help section is. I always found this funny when I’m waiting on hold for Internet tech support. So here I am, sitting there waiting to find out why the Internet has gone completely out in my area and I am being subjected to some fool jabbering on about how I can ‘get most of my questions answered’ via its online help desk? Come on, people! Let’s get a clue, shall we?

So with any luck, what I covered here today opened up a few eyes and perhaps even helped to jump start some creative ideas about improving your customers’ experience with your company. Remember, whether you are just a small time PC repair company or a multinational conglomerate, there is always room for improved customer relations! After all, you just need to implement that thing that I call common sense.