The relationship between your MSP company and your clients is changing. Customers today pay attention to the values and practices that make a business. Customers can get the products and services you offer anywhere from your competitors; you need to appeal to their interests. This begins with opening multiple communication channels for your customers. You must continually engage your customers to understand their needs, which ensures you stay at the top of their minds.
1. Personalize your Communication
Treat every one of your customers as a unique individual, with personal preferences. Keep a file of every interaction you have with your customers to help you remember their previous challenges with your products and services, their preferences, and their pain points. Instead of asking general questions, personalize your interactions by referring to these notes. Show genuine interest in your customers, provide a dedicated customer service representative to every customer, follow up on their experience after a service or product purchase, and seek their input when developing products or services they might need.
Instead of approaching it like a traditional “buyer-seller” relationship, position your business as a reliable partner that is interested in the success of your customers.
2. Blog and Social Media Customers
Grow your B2B relationships by becoming a constant presence in your customer’s lives. Follow their blogs and social media accounts and take time to comment or reply to questions on a regular basis. This will help you stay updated on important news from your customers, and they are most likely to reward you by reciprocating the gesture.
Your interactions online also allow you to make recommendations for your customers. You can help them with both B2B and B2C recommendations to grow their businesses. Building this relationship also creates precedence for you to reach out to them for help. You can ask them to help you with reviews or to write recommendations when you are looking for new clients.
3. One-on-One Meetings
As an MSP company, most of the services and products you offer are available online and it is easy for you to ignore the importance of physical interactions with your clients. However, meeting your clients in person allows both parties to put a face to the person they interact with, which helps you build long-lasting relationships.
Create opportunities for in-person meetings that allow you to add value to your clients. For example, you can invite them to an afternoon training for a new product or offer to visit them for a free maintenance check. This way, you get to meet in person and they can see you at work.
4. Encourage Feedback
Create a system within your sales plan to help you get feedback from your clients after they pay for a product or service. A feedback channel helps you keep in touch with your customers, opening up opportunities for repeat business. It also helps you understand the user experience so you can improve the service or product in the future.
Use this opportunity to collect feedback that is specific and beneficial to your business. For example, create questions where customers feel compelled to offer details. Alternatively, offer incentives for every feedback you receive. This way, your customers will get value for the time they spend giving you feedback.
If you get a lot of face time with your customers, ask for direct feedback and use it to continually improve the value you offer. Once you receive the feedback and resolve the issues, call your customers to inform them of the changes you have made and thank them for their feedback.
5. Customer Information
While trying to stay in-touch with your customers, you need accurate contact information. Contact your customers on a regular basis and ask them to update their contact information. This will improve the efficiency of your communication efforts. It also lets customers know that you are invested in keeping them close, which can help you build a loyal customer base.
The key to building strong business relationships for your MSP company is to stay in touch with customers. Use this opportunity to create a relationship rather than pressuring them to buy a product or service.