What I Learned About Business Support After a Bad ISP Experience

A recent frustrating experience with my internet service provider (ISP) got me thinking about the importance of quality support, and the real impact of inadequate service. That’s what I want to talk about today.

The Critical Role of Support

While this was an isolated incident for my ISP, I couldn’t help but wonder, why would a large company with massive resources struggle to provide adequate support? Was it complacency? Poor leadership? Insufficient systems? Or something else entirely?

As business leaders in hospitality and retail, we know that quality support is not just important, it’s essential. Reliable support can make or break a business. That’s why I want to share my thoughts on what quality support looks like and how businesses in hospitality and retail can leverage it to create immense value for the people they serve.

Exceptional Support Starts with the Product

First things first, exceptional support starts with the product itself.

A high-quality product should be stable, easy to use, and require minimal support due to its excellent design and construction. In hospitality and retail, this means investing in robust, user-friendly solutions that allow staff to focus on delivering great customer experiences instead of wrestling with tech issues.

It made me realise that the best support is never needing help in the first place. That’s why product quality is paramount. Do customers require a ton of support? Are the systems easy to use? Does everything operate effectively? Is it stable? These fundamental questions must be answered.

I always tell my kids, "Laziness always takes more time and effort." The same applies to product development and support. If we don’t put in the effort upfront, whether in designing a product or maintaining our services, it ends up costing the business and our customers much more in the long run.

Customer-Centric Values Drive Quality Support

Another key part of quality support is ensuring that our business values genuinely prioritise our customers.

A customer-centric approach is the foundation of strong, long-term relationships. In hospitality and retail, that means understanding our customers' unique needs and tailoring our support to meet them.

Reflecting on my ISP experience, I looked up their values. One of them was ‘customer care.’ But was that just a nice phrase on a website? Did they fail to connect their teams to their core values? If a company doesn’t genuinely put the customer at the centre, how can they provide excellent support?

Great support requires building and maintaining customer relationships, not just fixing problems when they arise. Prioritising open communication, collaboration, and genuine interest in customers’ goals fosters a supportive environment that promotes long-term loyalty.

Local & Attentive Support Matters

For hospitality and retail businesses, local and attentive support is critical. Being available during crucial times and understanding our customers' venues makes all the difference.

The hospitality industry has its own version of Murphy’s Law: If something is going to go wrong, it’ll usually happen in the middle of a busy service. For tech companies, that’s ‘after hours.’ But for a venue, it’s prime time. If they need help at that moment, they need solutions immediately.

So, what happens if a company outsources after-hours support to save money? How does that impact the venue's service and its customers? And if providing support is too costly, what does that say about the stability and affordability of the system in the first place?

By prioritising local, accessible, and knowledgeable support, we can ensure that when our customers need help, we’re there, ready to respond, understand, and resolve issues efficiently.

Product Knowledge & Adaptability Are Key

In hospitality and retail, deep product knowledge and adaptability are vital to quality support.

A well-trained support team must understand the product inside out to provide effective solutions. At the same time, adaptability ensures we stay ahead of industry changes, continuously improving our offerings.

Actively seeking customer feedback and staying informed about emerging trends allows us to fine-tune our products and services. This agile mindset fosters innovation, ensuring our solutions remain relevant and valuable.

The Benefits of Quality Support

1. Better Customer Experiences

Quality support leads to positive customer experiences, strengthening brand loyalty and reputation. When customers feel valued and heard, they stay.

2. Increased Efficiency & Productivity

Well-supported teams resolve issues faster, reducing downtime and lost revenue. This not only benefits the bottom line but also creates a more positive work environment.

3. Long-Term Customer Retention

Consistently meeting (or exceeding) customer expectations builds trust, resulting in repeat business and word-of-mouth referrals. Sustainable growth comes from strong, long-lasting relationships.

Our Approach to Support at Triniteq

At Triniteq, we take quality support seriously. While there’s always room to improve, we’re committed to:

✅ Providing local and attentive support: So our customers get help when and where they need it.
✅ Helping customers optimise their products: Not just fixing problems but empowering them to use our solutions effectively.
✅ Continuous improvement: We’re always learning, evolving, and striving to do better.

Takeaways

My frustrating ISP experience was a reminder of why quality support is a dealbreaker, and why it should be a top priority for any business.

I ended up switching providers because poor support was enough to drive me away. But I’m grateful for the lesson because it reinforced why we do what we do at Triniteq. Some of the best lessons come from seeing how not to do things.

So, to my fellow hospitality and retail industry business owners and leaders, invest in quality support. It will create exceptional customer experiences, improve efficiency, and drive long-term success. Let’s set a new standard in our industries.

Thanks for reading!

Shaun Munro
CEO, Triniteq