No MSP business is exempted from unsatisfied customers. They’re going to manifest eventually; there’s no way around it. How you handle them will go a long way toward determining your operation’s efficacy in the long run. Accordingly, several preparation and management strategies will be explored here, including:
Listen in a Sympathetic Way that Seeks to Understand
An MSP business must realize that clients often don’t understand certain aspects of technological operation and are apt to make mistakes in judgment as a result. When you have a dissatisfied customer, it’s likely they just don’t know how things are supposed to work. But to find that out, you have to carefully listen to them and seek to understand what their issue is. Be sympathetic, listen closely, and you may find there is no real error— you’ve just got to help clients to see things the right way. Or, you could find where you’ve made a mistake and correct it.
Always Take Responsibility, Even If You’re Not at Fault
Even if you know the issue of the client isn’t your fault, act as though it is. This helps them to quit being angry and start listening such that together you can resolve the issue. The goal is sustainable forward business, not saving face personally.
Determine Customer Wants, Solutions, and Help Them Save Face
You need to know what the customer wants and needs and how you can fulfill those desires. Provide solutions. Where possible, help them save face. Taking responsibility is a great way to do that.
When an MSP business listens sympathetically to understand, takes responsibility, determines wants and solutions, and helps clients save face, such measures will likely reduce dissatisfaction among clients. You may even find yourself endeared to clients, as they eventually realize the error was on their end, not yours, and you took responsibility anyway.