Ubiquitous Supergeeks

There are some companies that I just hate working with.  When their bill comes across my desk every month, it reminds me how taken I am with them -- feeling like I'm taken advantage of, taken for granted, and taken to the cleaners.  As I begrudgingly send them a payment, I shake my head, wishing for an alternative.

I don't feel like that with Supergeeks.  I like Supergeeks.  They make me smile.  I see them everywhere and I don't mind at all.  When I see their marketing, I nod my head in approval. Wanna know what they're doing right?

Customer Service (an intangible, integral part of the Product)

Courteous, professional, helpful, accessible, friendly.  This is probably  the key to my liking Supergeeks so much.  From my first interaction with them over the phone until I called after I reached home with my fixed computer, they were all of these things.  (But offer stinky customer service and your customers won't rave about you no matter how well you do the rest.)

Competence (another integral part of the Product, also known as "quality")

When I had problems running Windows on my Mac, I got only  so far with the support at Mac's Genius Bar.  Mac supports their product, but won't touch Windows with a ten-foot pole.  And Windows doesn't give support, period.  So, I was kind of stuck... until  I found out Supergeeks was fluent in both PC and Mac.

They  fixed my problem and recommended solutions to me that I could choose from.  And they were able to talk to me in non-technical terms that I could understand.

Fairness (Pricing)

The cost of hardware and the repair was not exactly pocket change, but when a company adds value to the service you pay them for, you feel they've actually earned what you're paying them.  And you're glad to pay them... even if it makes you wince.

Convenience (Place/Distribution)

My computer is a laptop, so it was easy enough for me to take my computer down to the closest service center which is conveniently located less than ten minutes away, but they also have online and onsite repair available.  Supergeeks recently increased their convenience by teaming up with Hawaiian Telcomm at their service centers.  I thought that was brilliant -- way to take advantage of an opportunity!

Promotion

Since all of the above reasons show why I like Supergeeks so much, you can see why I cheer when I see their promotion.  Here are some of their best marketing practices :

• Column in PBN -- Owner James Kerr writes a column in the Pacific Business News that addresses computer issues like avoiding viruses and network security.  Having a regular column like this boosts credibility and people begin to see you as a resource.
  
• Spot on KHON2 morning news -- sometimes it's a little goofy (like the morning news crew), but it's usually timely.  Ditto the credibility and resource comment above.
  
• Videos on YouTube -- you can catch past morning news segments here as well as Supergeek mini racing. This reinforces that the company is technologically savvy.
  
• Supergeek vehicles -- those minis with the flashing lights are so cute!
  
• Free seminars -- furthering their Positioning/Branding that they are here to help you -- in Pearlridge Center and in downtown Honolulu
  
• Website -- totally integrated with a blog and media coverage, and takes advantage of their technical know-how by offering live chat with a tech, and easy Twitter signup
  
• Email newsletters -- sign up for the newsletter and get updates on the free seminars, latest virus news, and more. I look forward to learning something new when the latest newsletter hits my email inbox.
  
• Logo and mascot -- when we drive by Supergeeks on King Street, my son likes to shout "Supergeeks!" and remind me that they "helped mommy fix her computer when it was sick." (All that love from my son was bought at the price of a Supergeeks sticker they gave him when we picked up my fixed computer.)
  

I look forward to seeing what Supergeeks comes up with next.