Mac 911

Provide a brief description of the Solution or Service provided.

Mac 911 is an Apple VAR and Authorized Service Provider. We provide break & fix services in and out of warranty, as well as sales and consulting services, data recovery services, rentals, and installation services both onsite and inhouse, from the workstation to the server.

Describe what made your Service of the highest quality. Provide evidence of how the service benefited the customer’s business, e.g. measurable improvements in sales, revenues, cost reduction, productivity, lost time due to outage, etc.

Mac 911 has won Apple’s Service Excellence Award 10 months in a row. We are the only Apple Service Center in Montreal to win the award for 2009 (and 2010). Customer satisfaction surveys have also earned high marks (our goal is to maintain customer satisfaction levels above 90%) and we regularly receive written compliments and recommendations from customers for service that surpassed expectations. We also offer other “life-saving” services such as data recoveries which has been a specialty since our company’s inception. Our success rates are comparable to larger data recovery companies with clean rooms at a more reasonable price ($1500 vs $200). In most situations, a consumer’s data is not worth what is charged by the clean rooms, however at $200/hr it is more easily justifiable and results in less work having to be re-done “from scratch” resulting in saved time and money. For those customers in need to continue working while repairs are ongoing, we regularly provide options such as working with a copy of data rather than keeping the customers machine inhouse, availability of rental machines to allow the customer to keep working while waiting for parts and keeping inventory on more common parts to accelerate the repair process. Finally, good qualified technicians are really the key here. We do not hire junior technicians… we let the competition do that. 🙂 Our technicians have several years experience in the business which keeps some of the more “junior” level mistakes due to inexperience to a minimum. Thanks to partners like Apple, management has access to key performance indicators to monitor technician performance is up to expectations. Maintaining high scores adds to the pride of the technicians and can generate a little friendly competition in-house. 🙂

Describe how services were delivered in a timely fashion and/or how response to a crisis was over and above the accepted norm?

Apple provides loose guidelines and best practices to ensure customer satisfaction. Apple recommends evaluations to be completed within three business days – our average is less than 24hrs. Apple recommends repairs be completed (turnaround time) within 5 business days – our average is 2 -3 days depending on parts availability. Among the typical Apple customer base we often find consumers, companies and prosumers. The prosumers are the individuals running their own business in one facet of multimedia or another. Musicians, producers, etc… VIP of all sorts. The expectation for fast turnaround times are there with every customer. Mac 911 has catered to this market by identifying the different customer types and providing service accordingly. In case where our standard service is not fast enough, an emergency service is available giving the customer priority and generally sameday turnarounds are the norm. Our long list of VIP customers shows that we do not bend over backwards for one customer, but for all of them.

Describe how your services go beyond competitors to satisfy the needs of your customer(s). Provide examples or evidence of how your services are the better and why.

Many of our competitors consider the parameters of the task to repair a machine at a minimal cost. At Mac 911, we understand that the cost is but one factor. By giving our techs many objectives (time to repair, quality of repair, customer communication) we ensure the the customer has the best possible experience – Macintosh users are generally not satisfied with average service. By buying a Macintosh the level of expectation is much higher than with other brands and can be difficult for some service centers to maintain. Here are some of the recommendations our technicians take into account in the repair process: • Manage and exceed the customer’s expectations. Make the customer feel that you care. Welcome the customer as quickly as possible; be friendly and thorough in taking notes of their unit’s issues. • Good communication is essential, listen to the customer concerns and demonstrate to them that you are documenting their information. Gather as much information as the Customer can offer (symptoms, perceived issues, passwords, backup availability, etc). Include that information in the final repair documentation. • Provide a positive customer experience. Develop a trust relationship with the customer. Ensure you know what the customer expectations are, keep them up to date with timely feedback if there are delays. • The customer perception of days to repair will greatly affect their satisfaction rankings. The goal is to have more than 90% of repairs completed in less than five days. • Make the customer feel that you care by handling the product very carefully as you take it from them or hand it back and wipe it down with a microfiber cloth indicating you respect and care for their property. These added touches only take a few seconds of time but adds to the customer’s impression of your business. • Quality, promptness, and friendliness are key factors customers identify as influencing the level of customer satisfaction.

Optional Question: How does this solution further your customer’s green or environmentally friendly plans?

Computers that are repaired quickly and efficiently will have a longer shelf-life before the decision is made to replace them. Also, when repairs are required, providing customers the option of using 3rd party or “used” parts reduces the cost and overall carbon footprint left behind by the hardware.

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Jim Love, Chief Content Officer, IT World Canada

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