The Mouse That Roared
MSP business competition can sometimes feel like the plight of a mouse facing off against a big, rotund tomcat. You’re the mouse, and your competition is the tom. But remember, Tom & Jerry always had the mouse coming out on top. Why? The cat was big and overconfident. The mouse was small and sly. Or, for a real world example, consider the six-day war which solidified Israel’s independence. Their enemies blustered and boasted about how the state of Israel would be utterly destroyed. Sensing imminent destruction, the Israelis enacted a proactive strike which sent their enemies running with their tails between their legs.
Your MSP will face some Goliath competitors. Like David (also of Jewish descent, interestingly enough— there must be some inherent strategic DNA at play or something), you don’t want to lose the forest for the trees. Other warriors failed, because they saw the strength of Goliath. But David focused on his strength over the giant’s weakness. There was an unarmored spot on the brute’s head, and David was a marksman with a sling.
Your sling pertaining to MSP business might be partnering with certain vendors to give your organization greater scope and service provisions. This means you can offer clients more, and so truly compete with the giants trying to muscle you out of any kind of profitability. For example, a company like Continuum could give you an over-the-phone help desk which clients can ring up any time of the day or night for support. Such help desks solve the vast majority of client issues to begin with, so this will yield quite a lot of return against any involved cost.
A great way to show the client just how valuable your business and its partnerships are is to conduct a conference call. Have the vendors on the line with yourself and the client. Sometimes you can have three or more individuals on a call to help demonstrate the kind of services they bring to the table in augmentation of your MSP’s provisions.
When your business can demonstrate real-world value to clients immediately upon inquiry, that does quite a bit to convince them into using your services. When a client knows that anyone on their staff will always have the ability to reach a tech professional that is extremely knowledgeable, then they can trust in your services. When they can additionally understand that said tech professional understands their network specifically, this can develop into an effective and trustworthy means of closing clients at statistically regular intervals.
Address Common Concerns
The biggest problem many clients have when they deal with helpdesks is that the support has a “default” quality to it. Some underpaid individual is reading from a script in another country. It’s not that they’re a bad person, but when thousands of dollars are bleeding away from a server crash, it can be very irritating to hear someone with a thick dialect going through a checklist like he’s bored out of his mind, and then realizing after the fact that your issue isn’t one his department can even handle. However, a conference call with technicians on the line shows the client just how valuable services are, and assures them that your provisions won’t feature such sub-par help desk solutions.
So, to recap, what you want to do in order to properly court clients within the confines of a competitive market is:
• Find the right angle of approach
• Address common concerns
• Demonstrate advantages over competitors
• Partner with vendors to increase your serviceability
• Show clients how effective your solutions are proactively
When the mouse roared in the cat’s ear, it frightened the cat out of a sound slumber into a feline set of spasms which resulted in the cat avoiding the corner of the house where the mouse’s hole was. Be that mouse, but here, the analogy switches. Instead of attacking your competitors, you keep them from eating up your operation by demonstrating the advantage of your MSP business over theirs to prospective clients. This involves partnering with vendors for many small MSPs, as it’s a more direct way of showing clients just how effective your solutions can be.