Jim Peterson’s Post

Principal Solutions Advisor @ ConnectWise: Focused on helping MSP leaders crush their goals for growth, profits, happy clients, and an awesome culture!

9mo

Some MSP's just make it look easy with happy clients, a great culture, and solid profits! So how do these unicorns continually attract amazing clients and awesome team members? They follow a few simple rules that make them magnetic! We are kicking off a short 3 part series on becoming a Magnetic MSP starting with Step 1: Unwavering Customer Service! Check out the video below for a little more info on boosting your MSPs customer engagement! Step 2 and Step 3 will be coming out over the next two days so please stay tuned! Now go get after it, make your clients brag about you, and continue to #beawesome! #msp #managedserviceprovider

Transcript

All items leaders, if you ever run into another MSP, that just makes it look effortless. They have happy clients, a great culture and solid profit. Well, they're likely a magnetic MSP and we're going to dig into the first of three steps that will help you along that path and making it look and feel easier. So let's dig in. Step number one is all about the clients unwavering customer service. This is simple golden rule stuff. If you want clients to brag about you, you better give them amazing service so that they have something to brag about. Most MSP's will say that they have great customer service, but in all reality it's just not. Always true. Or maybe they give great customer service to a certain amount of clients, but not all of them. The trouble with this is if you have a client that doesn't get that love and attention, they're going to be the loudest voices in the room. They're going to be the ones building your Rep or taking it down and hurting your culture. If you don't have that great reputation for customer service, you'll have to compete on something else, like price, which we don't want to do. At the end of the day, if you don't have ecstatic clients, you don't have the referral engine that most MSP's need to really be able to grow healthy. So how do you become a company that has unwavering customer service? The first step, you have to decide that you want to do this, and it's OK if you don't, because if you fake it, everyone's gonna know and it's really gonna hurt your reputation more. So if this is what you want, say it's what you want and move forward. Step 2 is tell your team, make sure that they understand that we're moving forward with unwavering, exceptional the best in class, possible customer service at all times. The first two are easy because we're just telling people what we want to do. Step #3 is where it gets a little more challenging. We have to empower people to make that happen, and that may be as simple as giving them the ability to quickly. Escalate to the right people or provide refunds when things aren't right. But at the end of the day, we're giving autonomy to go above and beyond whenever they feel it's necessary. From there, we have to reward that behavior. We have to make sure that it's known when someone does this so that we can keep the momentum going. And the last step is, once we've attained this, once we really do have exceptional customer service, we have to brag about it. By letting people know that you have unwavering customer service, it will build your brand. It won't just be you doing all the work. Your team and your clients will be bragging about the services you provide. To everyone they know. And that's it for step one, focusing on unwavering customer service. It's going to put you on the road to becoming an MSP that everyone brags about. Step 2 and step three will be coming shortly, so stay tuned. I'm Jim Peterson, Principal Solution Advisor at Connectwise, and I'm here to help. So hit me up.

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Jim Peterson

Principal Solutions Advisor @ ConnectWise: Focused on helping MSP leaders crush their goals for growth, profits, happy clients, and an awesome culture!
9mo
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It's easier than you think to have Happy Clients, a Great Culture, and Solid Profits! You just have to follow a few simple rules that will turn your MSP into a Magnetic MSP! In our first video we kicked things off with Step 1: Unwavering Customer Service, and in this one we will go after Step 2: Master Level Expertise! SBMs need our support, education and knowledge so check out the video for a little more info on boosting your MSPs customer engagement! Now go get after it, make your clients brag about you, and continue to #beawesome! #msp #managedserviceprovider

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Relay42

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