Today’s technology makes it easier than ever to keep customers at arm’s length. But the best MSPs are able to add value by fighting this impulse and making a point of constantly communicating with their customers. So it’s important to know: how do you demonstrate value if you’re not always visible to your customers?
This question is at the heart of the challenge facing today’s managed service providers (MSPs). The market is flooded with MSPs, making competition for customers increasingly aggressive. Therefore, differentiating your business is crucial. But how can you do this? The MSP business model is based on a foundation of remote work, proactive service, and the occasional on-site visit.
With all the dashboard tools, solid network architecture, uninterruptible power supplies, virtually fail-safe cloud services, and in some cases redundant internet for smaller businesses, there’s less reason for your customers to find you physically. So, what can you do, then, to make sure customers continually see the value you add to their business?
In principle, approach them! It all comes down to communication and your commitment to cultivating relationships. I present three ways to do this:
Make the monthly meeting a habit
There is no substitute for face-to-face conversation, it is among the most powerful ways MSPs can demonstrate value. So set aside time in your schedule and get together for a meal or a few drinks. Maybe stop by for a coffee earlier in the day. Above all, engage with your customers and listen to what they are saying. Celebrate their success and reassure them when something doesn’t go as expected.
In other words, taking the time to interact with your customers demonstrates your commitment to them.
What better way to build – and maintain – trust? You will likely find your business benefits in the long run.
Our Webinar: Customer Onboarding has many tips on how to take on new customers and retain them from the beginning of the partnership.
Think about the future when adding value
Keep customers informed of any new developments that can add value to the business. If presented correctly, not as a sales pitch, talking about the future can be fruitful. Of course, MSPs who remain actively involved may even find that they have a better understanding of customer needs than the customers themselves.
For example: “I heard you had a break-in a few months ago. Have you thought about putting some security cameras connected to the network?”.
Look for synergies between your customers
Every MSP needs professional business cards, event invitations, brochures, or a graphic designer. If you don’t have a client who specializes in this area, work to find one. So ask your customers who take care of their printing, especially if you see something that catches their eye. Perhaps your client introduces you.
Many MSPs deliberately add a printing company to their clientele, sometimes in exchange for a discount on IT services.
As the managed services landscape becomes competitive, building strong relationships with your customers is one of the best ways to demonstrate your value and understand their business
