In the Service of Good Service
Awarded for our Revolutionary Approach
More than a box of tricks
If you’ve been keeping up with our blogs or had the benefit of a product demonstration – or indeed if you’ve simply spent five minutes browsing our website – it is probably already readily apparent to you that the WebClip2Go system is fairly revolutionary. The innovative reworking of the editing workflow and some impressive technological wizardry has resulted in a product that is unique on the market.
But it’s no coincidence that WebClip2Go is not just the name of our product, but the name of our company too. Because we firmly believe that one cannot be separated from the other. A company is only as good as the product it offers, but more importantly, the product is only as good as the company which supports it. When we sell a WebClip2Go system, we sell more than a box of tricks; we sell support, advice, expertise and trust.
Do it right, first time. And do it honestly and openly.
That philosophy is one that we have inherited from our parent company; Burst Video. For Burst – and thus for us – one of the key tenants of practice is to ensure that value is generated for both businesses by selling the right product to the right person in the right way. We don’t want to make a quick buck by pushing constant (and possibly unnecessary) upgrades, and we certainly don’t believe in providing over-priced service plans; the end of the sale is not the end of our relationship with the client, but in fact the start of it.
Whilst of course we aim to provide the best and most reliable systems possible, we’d be naïve to say that things never go wrong (after all, we can’t defeat the laws of chaos). But what our philosophy means is that when we do provide support or repairs in the future, our aim is to do this as close to cost as possible, rather than exploit an opportunity to make a killing. Maintaining a meaningful and beneficial relationship with clients and keeping their goodwill is always of more value than sending out an invoice for a paltry couple of euros on a fix that takes minutes.
Upselling is so downmarket
The very point of WebClip2Go is to give users a system that meets their needs and is easy to use. Which is why upselling just isn’t in our vocabulary. We consult rigorously with potential new clients to determine what their needs are, and then give them a configuration which meets that; no added extras that languish unused, just the parts of WebClip2Go that can most effectively and efficiently meet their needs.
A prime example of this: how many times have you bought a ‘lower functionality’ product offering (the non-bells-and-whistles-version), only to be presented with endless greyed out options? It seems like they’ve been put there to taunt you into buying an upgrade. The WebClip2Go system never gives you greyed out options; our careful consultation at the beginning means that we aim to give you exactly the right level of functionality, rather than reminding you of what you haven’t got (and didn’t want, and don’t need).
This means not just understanding our own technology, but the business case of our users. An educational institute is not looking to make the same type of videos as a retailer user, and neither of them need the same elements as a webinar producer or newscaster. But we make it our job to know the needs of each of those markets, both through broad knowledge of the markets in general, but also through the ability to listen to the specifics of each client, to really hear their needs and analyse them effectively in the context of video production.
Grow with your clients
If you don’t know what your client needs, how could you possibly make sure you will be providing them with the right solution? That’s why we believe it is absolutely key to remain abreast of the key issues in our major markets; be that education, retail or webinar development, to name but a few. The world is changing pace at a significant rate at the moment, and we pride ourselves on not just keeping up, but staying one step ahead.
We even make sure that our professional development is aligned with our clients’ needs; when a client asked for two specific forms of accreditation in order for us to complete a major installation, we were more than happy to complete them (and not to blow our own trumpet, but we passed with flying colours). Again, it comes back to the idea of mutual benefit; the client gets the service they need, and we add yet more strings to our bow.
Go above and beyond
We love a challenge. So when our parent company Burst Video was faced with a 40-site equipment repair and upgrade, we applied all of the elements above; undertaking the task at close-to-cost, meeting any accreditation needs they had, and only agreeing to complete the service if it was done right, in a way that would ensure the operation of the system well into the future. No half-hearted efforts here.
But, here was the kicker. The client, on top of the technical support needed an update of where the equipment to be repaired was located within each of their huge installation sights. Was there any chance we could have a little explore, track it down, note the rack number and position, and document it all with photos? Well of course. We don’t mind providing added value – indeed, it makes us proud to be able to.
The (non-financial) bottom line
The ultimate fact is, we’re proud of WebClip2Go and the amazing things it can do. But we can only be as proud as our reputation allows us to be. The WebClip2Go system itself can be as amazing as it likes, but if we put it in the hands of the wrong people and it doesn’t bring benefit, what good is that? We’re only as good as our last happy customer.
And it’s that reason that we put such a heavy focus on good service; before the sale during the consultation process, using our industry knowledge and careful analysis of each individual business context; during the sale as we work together to find the best configuration for a client, and as we help them to install it and get up and running; and after the sale, as we support them in their ongoing activities and any technological issues they run in to.
It’s no surprise to us that our product is revolutionary. But we like to think that our approach to service is a bit revolutionary too. And it’s something we’re completely committed to.