Your MSP business needs to be as punctual as possible. Punctuality may not be a meter of the products or services rendered, but it’s a subconscious indicator of quality and reliability. More important than the kinds of products or services which come from your company is whether the tech agency can be trusted. An hour can be the difference between averting disaster and bankruptcy for some. Accordingly, an MSP that’s 30 minutes late could be tangentially responsible for a business’s implosion. Certainly, this will be a minority of situations, but as a possibility, those acquiring tech services cannot ignore such likelihoods.
Punctuality gives you a sort of “get out of jail free card”. If you’re always on time or even earlier than expected, there will be some latitude if events beyond the control of your business put you in a position where you’re a little late once or twice in the course of one years’ service. Granted, you want to avoid this if at all possible; but if you’re always on time, then when legitimate emergency ties you up, you’ll be diminishing risk of client loss. With this in mind, several aspects of professionalism communicated by punctuality include:
- Mastery of service provision
- Integrity of professional support
- Competence in service provision
- Visibility of self-respect
- Value Of others’ time
Mastery Of Service Provision
An MSP business that can continuously provide timely service has mastered their craft. If you’re new at operations and have a handful of clients supported by a handful of employees, you’re going to be running in every direction just to maintain operational stasis. However, if you’ve got the right infrastructure in place, you’ll be able to navigate the municipality you serve in a timely manner, provide service to multiple clients at regular intervals, and not be a second late for any of them. This doesn’t come naturally–it requires trial, error, success, and failure, all of which contribute to mastery. If you can’t provide punctual service, you haven’t mastered your art. The big clients will understand this. Prove your punctuality initially and subsequently see increased expansion in profitability.
Integrity Of Professional Support
If you can’t show up at the time you say you will, then you don’t have integrity. Honesty predicates your ability to show up when you say you will. You’re not being held against the wall and threatened when asked a question like, “How soon can you get here?” If you say one hour when you know it will be two, then you’re going to look like you don’t have the kind of integrity you should.
Competence In Service Provision
It’s incompetent for your business to say you can show up at one time but then show up at another— that’s a basic reality. Beyond a lack of craft mastery and integrity, you’ll be seen by clients as incompetent when you can’t do what you say you do even at a basic level. So avoid that noise by being realistic in your time estimates. Give an expanded estimated time of arrival as well as an estimated time for service delivery. That way, if you’re done earlier, you look like you’re better at your job. This is called erring on the side of caution, and it’s a very wise strategy.
Visibility Of Self-Respect
Not only do you show disrespect for clients if you’re not on time, you show disrespect for yourself. It’s like not showering on a daily basis or not washing your clothes. If you don’t care how others see you, how can you care about yourself? If your business has self-respect, this will be visible and demonstrable via qualities like punctuality.
Value Of Others’ Time
Especially for enterprises, time is money. An operational hour could be worth $100k. If you’re a half hour late, you just cost such a client $50k. A professional MSP won’t do that to those who make their success possible.
An MSP business that is punctual is much more likely to acquire new clients and retain old ones. If you have a history of being late, fix that. If you don’t, keep up the good work!