Your customers are the lifeblood of your MSP business. Merely having them as customers, providing them services, and collecting fees won’t suffice. It’s imperative that you stay in touch with your clients on a regular basis. Every client should understand that his business is valued. Furthermore, staying in touch with clients provides important feedback concerning satisfaction levels, new problems for your team to tackle and so on.
Interact With Customers to Heighten Awareness
Much of what your MSP business does is unseen by your clients. Interact with them on a regular basis and you’ll provide valuable insight into the true value of your services. Consider the automation involved in configuring, monitoring, managing and remedying customer networks in a remote manner. So, don’t be shy when it comes to reminding clients about how successful you are in maintaining their network, preventing digital attacks, etc.
Interacting with customers also heightens awareness of customer problems. Take this opportunity to learn about the nuances of your customers’ unique challenges. Perhaps a nuanced problem has developed in the past weeks or months that the client can describe in detail to help you and your team obtain a better understanding of the challenge. This information will empower your team to remedy the issue in a timely and thorough manner. The end result will be satisfied customers who are inclined to continue leaning on your company’s services across the long haul.
Staying in Touch is an Opportunity to Provide Updates
View customer interactions as a chance to ensure that customers recognize the value of your services. This is your opportunity to justify your fees. Explain how much effort is required to complete nuanced tasks that benefit the customer. Provide detailed updates so your customers know that you’re investing a considerable amount of time and effort to ensure their network and other computer-related functions operate without flaw. After all, some customers might simply assume that you’re doing nothing if downtime and threats are avoided. Don’t let this false perception creep into your clients’ minds!
Prepare for Customer Interactions
Prepare informative reports, as well as operational reviews, that summarize your company’s specific activities. Explain how the execution of these activities has benefited the client in ways that he might not be aware of. Highlight areas where your team has gone above and beyond their responsibilities to surpass expectations. Explain the true value of your services with an emphasis on the value provided across the previous couple of weeks, month, or quarter.
Interacting With Customers Shows You Truly Care
Ponder a situation in which a customer switches MSP partners. You’re provided with the opportunity to prove your worth. Your services and overall customer service will be compared to that of the previous MSP partner. If you don’t take the initiative to reach out to the customer on a regular basis, it’s an indication that you don’t value their business. Furthermore, the failure to interact with customers looks especially bad when juxtaposed against a prior partner that communicated with the client on a regular basis.
Even if you’ve clearly communicated how your business helps clients, continue to interact with them. Express an interest in the dynamics of their business. Learn about the challenges their business faces. Making the effort to obtain such insights shows that you really care. These insights also help your team solve complex IT issues that are unique to each customer. These interactions don’t require an in-person visit. If you are especially far away from a client, make a phone call every couple of weeks just to check in and find out how things are going.
When in Doubt, Over-Communicate
The worst possible scenario is a customer jumping ship because he feels as though his business isn’t valued. Even something as simple as a monthly phone call from someone at your MSP business might be enough to convince clients that you’re on the ball and thankful for their business. Explain the merits of your services, ask questions, get a gauge of customers’ satisfaction levels— you’ll stand an excellent chance of retaining their business across posterity.
