It seems like everyone wants to market a “quick fix” to make growing their businesses easier. They tout the merits of streamlining absolutely everything to make the best product. They implement best practices to provide services more efficiently. It appears they sometimes strive to innovate just for the sake of innovation. Too many growth-hungry businesses forget a key point. First and foremost, the managed services industry is about customer service. Emphasize the “provider” aspect of your company by employing an effective IT marketing strategy.
Communicate with Your Customers
What is always the first step in building a relationship with someone? Talking to them. In order for you to best serve your customers, you have to be able to communicate with them effectively. This is especially important given that you work in technology. Not everyone has the same level of expertise as someone working for a managed service provider (MSP). In situations such as these, it is easy for miscommunication to occur. If not handled properly, this could sour your relationship with your client very quickly.
Keep an open line of communication between your client, your technicians in the field, and your home office. Doing so lets your clients know that they matter. Offer transparency by providing updates during a project. Be readily available and your customer trusts you more.
After you’ve completed a project for a client, make sure to follow up quickly. Get feedback about the service they received. Answer any questions about the new technology they’ve had installed. This is also a good time to make sure you have a solid record of your communications with a client. A record not only acts as a guide next time you work for a client, but it also ensures rapport-building customer service.
Make Your Business Convenient
Making business for your clients as convenient as possible increases their level of satisfaction. They have companies to run, products to develop, services to provide. Ease of access and use is key to retaining your customers.
They want a variety of payment options. If they want to pay right then and there and have their receipt emailed, they can. They want convenient scheduling. The days of calling and scheduling appointments are over. Your customer should be able to set up a booking from their smartphone, tablet, computer, or any other device they may want to use. It is up to you to provide the most accessible services to keep customers happy.
Don’t Rely on Technology for Customer Service
Do you feel like your business might run better if things were as easy and convenient as possible? You could shoot off a quick email to answer a question or put out a press release to advertise your business. Quick and easy. Gets the job done, right? Yes. It is a poor way to conduct business, though. Your success depends on developing personal relationships with your clients.
Customer records make sure you have direct information about a client. You have an actual person’s name linked to the business— use it. All human beings want to feel like they matter. Treat each customer as a person.
In a recent poll, more than 500 MSPs detailed what kind of IT marketing strategy they had in place to build business. Answers varied. Some used email and social media, while others relied on telemarketing or canvassing. Nearly 40% of those polled stated that they relied solely on referrals. By comparison, more traditional advertising strategies polled the lowest. Press releases, radio ads, and TV ads made up less than 8% of responses— that speaks volumes about the importance of effective marketing and personal connections with clients.
Most well-established and successful MSPs said they relied solely on referrals for their business. What makes their businesses work? Customer service. They put the “provide” in “managed service provider.” Developing an effective, dynamic IT marketing campaign can do the same for your business.