How MSPs Can Keep Business Moving Forward

Be Different. Deliver Excellence.

Mar 31, 2020

Video Above, Jake Wagner, Strategic Business Advisor at Collabrance, shares how MSPs can work on getting "ahead."

5 Ways for MSPs to Stay Productive

If you’re granted the gift of time and the ability to focus with minimal distractions, here are five ways to keep business going:

1. Identify Customer FAQs

Do you get the same question(s) asked repeatedly? Brainstorm the top questions you get asked by customers, and write down how you typically respond. Template your answers to save you some time copying and pasting in the future. If the information isn’t sensitive, consider placing those questions and answers on your website to proactively share information with users and provide transparency. Not only does this help build upfront trust with customers , but it also gives them an opportunity to self-educate themselves and free up your time. MSPs who provide answers and transparency upfront are more likely to see a warmer, more qualified lead by the time they reach out to you because they are already further down the sales-process from self-education and self-qualification.

2. Check on Customers

How often do you connect with each customer? Focus on building relationships with your existing customers. According to Forbes, it takes 5 times as much effort to get a new customer as it does to nurture your existing customer. Reach out to your customers, ask thoughtful and selfless questions like how things are going and how you can help. Have their goals changed? What problems can you solve? Add value by strategizing continuous improvement ideas together. During hard times, they will remember you taking the time to connect, your dependability, your loyalty and empathy. If appropriate, consider asking happy customers for referrals on other businesses or people they think could use help and enjoy the same benefits.

3. Record Videos

Unable to connect with a customer on the phone? Continue the conversation on camera! Send your contacts a personalized one-to-one video. Make your message stand out with a video allow others to see you, hear you, get to know you and trust you. Other video ideas can include recording educational demos/tutorials, introduction/bio/nice to meet you, and answers to the FAQs you answered above. One of the many benefits of using video is that it can also be used for in a one-to-many approach. Record once, but use as many times as warranted.

4. Plan for Future TBRs

Start reviewing your customer accounts and get ahead by identifying potential problems, alternatives and solutions . Put together their technology roadmap based on their needs and identify areas where you’re able to help them save money, time and headaches as their technology provider. When it is time for your technology business reviews , be prepared to discuss what’s working, what’s not, what else can you help with and what can we do to make things better.

5. Continuing Education

Do you have a tech certification you’ve been wanting to complete? Make time for self-improvement, training and education. This information is best retained when you have minimal distractions and dedicated time to focus. The more you better understand products, services, processes, etc. the more confident you will be in your job, the less errors you will potentially make, and the more value you can bring to both customers and the business. Keep expanding your knowledge!

Making progress on the items above will help you stay productive and result in moving your business forward.



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Category: Business Practices

About The Author

Jake Wagner

Jake Wagner, an Account Manager for Collabrance, is responsible for sharing, coaching, and training partners on Managed Services best practices. Jake is a great resource providing value to help partners achieve greater success in their business. Jake graduated from the University of Dubuque with a bachelor’s degree in Business Marketing.