Almost every company has some sort of a “tech person.” When a consultant from an MSP is meeting with a prospective client, they usually ask if they have a person or company who manages their IT. 99% of the time if they don’t already use an MSP, they will say something like, “Oh Joe takes care of our IT for us. He is the most tech savvy person we have here.”
Many issues, risks and business implications present themselves when a company only has an employee who helps with IT on the side of their primary role and responsibilities.
Here is what you should be identifying and sharing with your MSP prospects in this scenario:
After asking your MSP prospect more discovery questions, you find out they actually don’t have a dedicated role to IT. Joe was not hired to be the tech guy but in fact, he is their receptionist. His core duties include scheduling, taking and making phone calls, routing email, directing visitors around, etc. On top of his primary role and responsibilities, the whole company is calling Joe to fix their tech issues. At this point Joe is doing two jobs. Joe is probably not doing either job to his fullest ability as he cannot focus on one at a time.
At this point, Joe is doing two jobs at the same time he should only be doing one. He was selected as “the tech guy” because he knows a few things about computers. Now that everyone knows that Joe might know a little more than them, who do you think they are calling for their IT issues now? That’s right, Joe. Anyone who has taken on extra duties beyond their core role knows it’s easy to get burnt out fairly quickly.
Employee burnout can lead to many things like a decrease in productivity, decrease in morale, decreased attention to detail, etc.
All of these things could lead to very negative implications for the business… and what if Joe quits?
What happens when the company’s server goes offline in the middle of the night? Is Joe going to answer his phone at 2:00AM? Is he going to run into work and start troubleshooting the server issue at 2:00AM? If the company is not paying Joe to be a server admin or a tech, I would assume he will probably wait until the next morning to look at his messages. What does this mean for the company?
Downtime can be very costly.
The next morning everyone comes into work and quickly realizes they have no way of accessing the company files or the applications they need to operate. They are completely down. No one can work. Joe finally gets into the office. After some troubleshooting on the server, Joe is finally able to get the company back online. By this time the whole workforce has been sitting around trying to figure out what to do for 2 hours. How much money did the company just spend on labor and lost business?
Another thing a company will run into is the many limitations of “the tech guy.”The first one is pretty obvious. Joe was hired to work as a normal full time employee. For most people that means 40 hours a week. There are 168 hours in a full week. Who is going to be watching for IT issues for the other 128 hours? Joe is a human. Humans need sleep.
Another obvious limitation is the fact that a lot of these “Tech guys” aren’t formally trained. It is very likely this person has never read a page of a Network+ book, taken the MCSE test, or any other IT training. Yet the client has him poking around in the network. What happens when Joe accidently clicks on something he isn’t supposed to and brings the whole network down? What happens when he can’t figure out how to fix it?
Now you are stuck hiring a 3rd party to come to your business and fix the IT issue. It is likely you will be paying the 3rd party technician $120+ an hour. That’s $120 an hour + loss of business + overheard (like labor).
There are many more business implications, but you get the idea. Next time a prospect says they have a “tech guy,” don’t be afraid to ask questions like:
Depending on their answers, the prospect could easily be losing hundreds, thousands, maybe even millions every time they have an IT issue.
The underlying costs of downtime could equate to a lot more than a monthly agreement with a reputable MSP.
Next time you ask a company about their technology solution, keep these questions in mind. Help your prospect understand the implicit and explicit costs they are truly paying and the business implications at risk. The implications of not having a solid IT solution could far exceed the cost of having one. Use business implications like these to help you justify the cost and value of your managed services solution.
This was one of many scenarios we worked through at a recent Sales Simplicity Seminar presented by Alex Rogers, CEO at CharTec. To learn more about how to position your IT solution in common prospect scenarios like the one shared in this blog, be sure to reserve your seat for the next MSP Training.
Chris Buckman, Triage Support Specialist, is responsible for being the first point of contact for our subscribers technical inquiries. Before coming to Collabrance, Chris was a Sales Support Specialist at a major technology company. He received his Bachelor’s Degree in Marketing at the University of Iowa.