In an effort to make more sales, sometimes MSP marketing practices can forget to take into account the wants and needs of current customers. As it is easier and cheaper to nurture the customers you already have than find new ones, it makes sense to take care of them and ensure they stay around, make repeat orders and are enough of an advocate to recommend you to their network. Here are the first steps you should consider in maintaining an excellent relationship with all your customers:
It may seem obvious, but when listening to customers, sometimes we hear what we want to hear and not necessarily what they are telling us. Don’t assume you know what the customer wants until they spell it out and make sure you meet their needs and can deliver on any of your promises.
Maintain Open Lines of Communication
Everyone likes to feel important and to be kept in the loop, so make sure that the customer is included every step of the way. You can keep in touch using email, newsletters, or even a simple phone call, but maintaining contact is particularly important if there are any hitches or projects aren’t quite going according to plan. We are only human after all, but reaching out and letting everyone know what you are doing to restore the status quo and get everything back on track can help to cement a stronger relationship with your client.
One aspect of MSP marketing that is often forgotten is simply asking for opinions. Just asking for a client’s views on your business practices and how they feel about their interaction with you works in two ways. Firstly, the client will feel trusted and valued while you gain important knowledge about how a project has progressed from a different perspective. There is the likelihood of a third benefit if the customer is particularly happy with how the partnership has worked out, as they may be prepared to reach out to their own business partners and connections and recommend you. Word of mouth is a very effective sales and marketing tool, and if you continue to carry out good work and look after your customers there is no reason why you can’t benefit from it too.
Above all, make sure you can help and support your customer throughout the project and beyond. Make them aware that they can always call on you, as marketers can help with an awareness and appreciation of their business and offer advice as and when needed.
When considering alterations to your MSP marketing, it can help to revisit your business plan. Focus on what needs your business satisfies and why your customers choose you instead of your competitors. Make sure these reasons are just the beginning. If you continue to nurture the relationship you have with them, then this will lead you down an easier path to repeat business and continued success.