Especially when it comes to managed services marketing, how right or wrong a customer is can have more impact than many realize. Technology is complicated, integrated, and increasingly essential. People want things that aren’t possible, or that they don’t need, all the time. Giving it to them can ultimately end up undermining you if you’re not careful.
To keep customers, you’ve got to be savvy enough to know when it’s right to contradict them, thus providing better service, and when you don’t need to. This is one tip of many which are pertinent to MSPs. Several other worth considering include:
Sales Pitch Follow-Through
Managed services marketing can really shoot itself in the foot if it advertises beyond realistic provision ability. This happens more often than you might realize, because there are so many minute caveats a client may not realize are in use. For example, a seller could promise a client one thing to get them in the door, only to back-pedal on that same thing when a client tells them something about their operation which conflicts with the previous claim. Even if this is done accidentally, it comes off bad and isn’t likely to keep clients around. To be safe, only pitch what you know you can follow-through on.
Always Doing What You’ve Said You Will
This dovetails from the last point: if you say you’re going to do something, do it. It doesn’t even have to be a big thing; you just need to prove your business keeps its word.
Designing Fail-Safe Solutions to Catch Unexpected Issues
Automated updates in terms of patches, security, and the like can be fundamental in ensuring you catch issues before they become problematic. Design as many of these fail-safe strategies into service-provision as is feasible.
Managed services marketing which doesn’t advertise what it can’t follow-through on, keeps its word, and designs fail-safe service provision is likely to retain clients longer.