Your MSP business is likely aiming at a particular client demographic you’re looking to serve. That demographic will have a variety of needs. Granted, they’ll be spread across your available products and services, but sometimes, clients don’t fully understand the potential of certain technology. Additionally, they sometimes legitimately don’t need certain services. In order to best serve clients, you not only need to anticipate their needs but probe for that which can’t be anticipated.
Flexibility is a very big factor here, but sometimes, you can be too flexible. A good idea is to include packaged solutions and à la carte solutions. Don’t be unwilling to augment provisions, but simultaneously, don’t let this be a primary aspect of your forward operations. Questions that are probing and strategic help do this. Several worth considering include:
- In what ways do you think our MSP will be able to assist you?
- What’s making it so you no longer wish to work with your current MSP?
- If you could name three primary MSP characteristics, what would they be?
- What is going to happen if you don’t do anything?
Your MSP business needs to understand where your clients are coming from. Sometimes, they want you to help them in a way that isn’t possible. Sometimes, they’ve underestimated how much you can help them. If you ask the ways in which they think you’ll be able to provide them value, then you’ll figure out where they’re coming from and whether you can indeed help. This can be a great opportunity to offer tangential or collateral services that are related to their business. If you can increase the value your MSP provides for clients, you’re likely to increase the size of the sale; this will help facilitate increased selling down the line.
What is Prodding them to Seek MSP Services?
You want to know why they’ve come to you, but you don’t want client minds going in the wrong direction. Instead of asking what drew them to you or why they’re seeking MSP services, ask them what issues they’ve got with current suppliers that have prodded them in your direction. This can help you understand who the client is, where they’re coming from and how to best provide them with technology solutions.
Think of the client like a significant other you’re courting. Before you start to date, you might ask them what three things they look for in a mate are. Well, this is kind of the same thing. You want to know what your client is really looking for in the new products or services they’ve come to you about. So, ask them the three primary things that would characterize their ideal relationship with a new services provider.
In order to impress on your prospect their need for what your MSP provides, ask them what would happen if they simply neglected to make any changes. You’ll find out whether they’ve already dropped their old services provider, you’ll find out how desperate they are, and you’ll find out another data point pertaining to your best-selling approach.
Additionally, you can find out whether the prospect understands the technology environment well enough. If they have an attitude that communicates a lack of concern pertaining to MSP services, you may tell them about Moore’s Law, which has observed technological doubling every 18 months. You can also go on to give exposition concerning cloud computing, IoT, and edge computing solutions. This gives greater authority to your business and also impresses upon the prospect how fundamental such authoritative service really is.
A final benefit of such a light questioning is facilitation of a proper attitude. As you learn what your prospect needs, they begin to think about the situation themselves. Additionally, you’ll likely be able to anticipate some of their concerns and help to assuage them proactively.
Whenever you go out to potentially purchase something, you usually have a few questions. If those are answered right off the bat and the positive features of that which you’re about to buy are explored, you’re more likely to buy. It’s the same for clients considering your MSP business.