The Little Secret That Makes Us Different from 99% of Tech Firms

At BTP, our goal is to become the most trusted technology partner of businesses worldwide. We truly believe that technical support is about people; not server racks or squashing viruses.

Our guiding principles make BTP unique compared to 99% of other IT firms:

1. Treat people fairly and with dignity;
2. Share the truth even when the stakes are high;
3. Always strive to collaborate;
4. Fully pay attention;
5. Approach everything with gratitude.

The way we treat our clients is guided by this set of established values, and makes a difference in how our clients experience us – and their testimonials say so!

#1 Treat people fairly and with dignity

We teach our technicians to empathize with our customers and understand where they are coming from. We find that this approach sets us apart from most IT firms.

Example:

• A legal administrative assistant is helping a partner at a law firm with a case when all of a sudden the attorney’s computer dies. Frantically she calls BTP’s help desk.
• A legal administrative assistant is helping a partner at a law firm with a case when all of a sudden the attorney’s computer dies. Frantically she calls BTP’s help desk.
• How we can help:
• We speak with her in plain terms, not technical jargon.
• We offer patient guidance; but don’t make her feel inferior for not understanding the vocabulary.
• We offer workarounds so that the attorney can get his work done while his computer is being repaired; instead of waiting for the problem to be fixed.
• We respond immediately and keep you informed as we work behind the scenes; instead of putting the ticket in a queue that may get lost in the shuffle.
• We escalate the problem if more extensive work is required; instead of wasting time by failing to involve higher level support.

We follow up after remediation. We don’t keep you in the dark without updating you about what’s going on.

#2 Share the truth even when the stakes are high

We believe in sharing the full truth of what’s going on with our clients to ensure that what we are doing to help is in your best interest at all times.

Example:

A healthcare organization calls in a ticket because their Internet is spotty. Upon examination we discover that their router and cabling require replacement, but we don’t support their current brand of equipment.

How we can help:

• We can quickly connect with our network of industry partners to find a vendor who can fulfill the replacement for the brand that you use. We won’t suggest working only with equipment that we sell in order to maximize our commissions.
• We offer consultative guidance as an independent third party to ensure that the network is designed and built properly. We don’t pass the baton to the equipment vendor without ensuring that the handoff occurs smoothly.
• We proactively maintain the network after the installation is complete. We don’t use a hands-off approach to maintenance because we didn’t sell you the equipment.

#3 Always strive to collaborate

One of the biggest pet peeves that we hear about IT support is the information gap that occurs when a ticket passes from one technician to another. At BTP, we use a tracking system that allows us to record every detail of each conversation so that any technician you work with will be picking up where you left off.

How we can help:

• We listen and understand the needs of all parties involved in a job. We don’t point fingers or assign blame to other parties.
• We work together with our team members, internally and externally, including your team, our team, and any other professionals involved. We don’t put the onus on you to communicate with any other professionals from outside BTP or your company.

#4 Fully pay attention

At BTP, we have a background in IT design, and when we partner with you, we ask the right questions about how your company functions as a business so we can design the best system for your individualized workflow.

How we can help:

• We don’t point fingers or assign blame to other parties.We actively listen by asking questions about how your company works. We don’t make assumptions about every firm of a particular type (e.g. “Advertising agencies are all the same.”).
• We work together with our team members, internally and externally, including your team, our team, and any other professionals involved. We don’t put the onus on you to communicate with any other professionals from outside BTP or your company.

#5 Approach everything with gratitude

At BTP, we are truly grateful for the opportunity to serve our customers’ needs and challenges. We demonstrate this through every interaction we have with our customers throughout the entire time that we work together, not just when the contract is signed or when things are going smoothly.

Example:

The British Virgin Islands Tourist Board signed a contract to work with BTP two weeks before Hurricane Maria hit the island. BTP was there right afterwards to ensure that they had the help they needed to get Internet service up and running for the island.

How we can help:

• We smile, say thank you, and view every point of contact as an opportunity to serve you.
• We stay as committed as we were on the first day, every day.
• We deliver for our customers under the most challenging circumstances possible.

We view your challenges as our challenges and welcome any opportunity to help you get past them.

Check out this testimonial below from Jaslyn Thompson of the BVI Tourist Board to hear the story of how BTP became "part of the family," and about the value of gratitude in a time of crisis.

Let Our Values Work For You!

We live these values every day, we celebrate them, and we believe they help us earn and deserve your trust. That's our little secret.

Our guiding principles make BTP one of NYC’s most trusted and unique IT firms.

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