How the Little Things Can Boost Your MSP's Customer Experience

Be Different. Deliver Excellence.

Technician leading meeting | Collabrance

Nov 26, 2019

Image Above: Drew Barth (Service Desk User Support Specialist) drawing a network diagram during a continuing education class at Collabrance.

How to Slow Down While Building and Operating an MSP

As they say, “time flies.” This continues to be a constant in my life. Time goes by faster and faster due to the fast-pace environment at our growing Master MSP and my personal life in general. As I’m rushing from one thing to another each day, both at Collabrance and at home, it can be easy to forget about the little things. However, the little things matter, and we all need to be kept top of mind.

Here are some quick examples of the little things that can make a big difference to others:

These are just a few examples of great ways to disconnect from the hustle and bustle of daily life and get back to what is truly important.

The Culture at Collabrance Cultivates Excellence

I am blessed to have an amazing service team at Collabrance. They are hardworking individuals who strive to provide the best possible customer experience. They do this not because I tell them to, but because they want to. My responsibility to this amazing Managed Services Provider (MSP) is to ensure the technicians and other team members continue to want to deliver that experience here. As a company, we focus on employee engagement. When it comes to engagement, the little things matter. We understand team member's career goals and understand they have a life outside of work. We strive make sure they have the tools and resources necessary to achieve their career goals so they are also able to fulfill their goals outside of work. Things like optional continuous education, career development plans, one-on-one coaching and great benefits are examples of the little things our company provides our team members.

Service Desk Team Lead helps Technician | CollabranceImage Above: Erik Bussey (Service Desk Team Leader) helps Alex Kennedy (Triage Support Technician) in the NOC at Collabrance.

How do the Team Members at Collabrance Create an Excellent Customer Experience?

Our MSP's service team supports thousands of end users. While we cannot develop a deep, personal relationship with every user, we still work hard to let them know they each matter to us. It is the little things. Things like taking time to fully understand the user's issue before jumping in with a potential fix, taking great notes so a user doesn’t have to repeat themselves to multiple technicians, striving to answer the phone within two rings with a smile in our voice. These things matter to our customers, and to our team members. It is a source of tremendous pride for them, and is one of the many things that make our company special.

"Great job!!!!! Everyone I talked to was very polite, professional and made me feel like they were genuinely concerned with helping me. Thank you for fixing my issue." - Current Customer

How a Little Extra Thought Can Boost Your MSPs Customer Satisfaction

I spent a few nights at a resort a while back, and they had a small table inside the door to the room. This table happened to have an outlet near the surface, so it was a great spot to charge my phone. When I left my room to head to a MSP channel conference, I left the cord jumbled up on the table. I wanted to make sure it was ready for me to plug my phone back in when I returned. Imagine my surprise when I returned to my room and found this:

Neatly wrapped phone cable | CollabranceImage Above: Phone charger neatly wrapped.

The housekeeper had carefully wound up my cord and attached a little omega shaped clip that neatly held everything together. I was so impressed! This act probably took less than a minute to complete, yet it has stayed in my memory for almost a year. I keep that phone clip at my house as a reminder to never forget the little things, because you never know what kind of impact they may have.

Every industry and every type of relationship has “little things” that can easily mean the difference between an okay experience and an outstanding experience. I challenge you to think about the little things in your world and how you can use them to make your business and your relationships even better! Here is some more examples of what our customers had to say when they interacted with our techs.

Customer Testimonials



Category: Personnel

About The Author

Hollie Braid

Hollie Braid, Director of Service Delivery, is responsible for unified, strategic leadership in service areas, including service activation, preventative maintenance, user support, training and quality. Prior to joining Collabrance in 2009, Hollie started at GreatAmerica in 2006. Before working at GreatAmerica, Hollie worked in IT for Verizon. Hollie joined GreatAmerica as a member of the Service Desk. In 2007, she became the support behind the GreatAmerica FleetView product. Hollie was part of the team that launched Collabrance, and in 2011 she became the Service Team Leader. Hollie received her Bachelor of Science degree in Information Technology from the University of Phoenix.