Client Retention Tips for Your MSP Business

MSP businessCompetition is fierce in the IT world, so it is critical that an MSP business can retain clients and prevent them from switching to a competitor. Failure to keep customers will lead to a whole host of problems, which can ultimately cause your business to shut down permanently. Of course, the best way to avoid this scenario is by providing quality service and focusing on building relationships. Here are a few more ways that an IT provider can keep clients, while also expanding the consumer base:

Constantly Improve

An IT company must always look for new ways to improve, or their competition will quickly leave them behind. These improvements can come in a wide variety of ways, such as focusing on security, customer service or many other areas. On the other hand, remaining stagnant will limit the growth of your company and will allow your competitors to steal your clients easily. Creating an improvement plan can give your organization some direction and will let your employees focus on specific goals. Ultimately, this is designed to keep your current clients happy with your services while also allowing you to branch out and gain new customers through continual improvements.

Offer Contracts

The use of long-term contracts is an effective way to keep your clients from switching over to another MSP business. These deals can have special perks, such as discounting your services if they sign a long-term agreement. Each contract should have a buyout clause, which will discourage them from leaving your company because they will have to pay a significant fee. Over time, you will learn which types of contracts are the most effective, and it will help you gain new clients without worrying that they will leave to join another IT provider.

Be Discreet

Another important factor to consider is understanding how to be discreet with your clients and avoiding attracting undue attention. For example, many IT providers list their clients on their website, which makes it very easy for an opposing IT company to steal your clients. While it is natural that you want to show off your accomplishments, it can cause more harm than good. It is much safer to keep the list of clients to yourself and only highlight a few highly satisfied customers for testimonials.

Specialize Your Services

An IT support company can separate itself from other businesses by specializing in a specific service. For example, becoming a leading expert in cybersecurity can give you a significant advantage over competitors and can also build trust in your company. Instead of being a follower, you can lead by example with cutting-edge technology and have a positive impact on other IT companies. You will not worry about losing clients, since you can easily retain long-term customers and gain a substantial number of new clients as well.

Customer Service

An often overlooked but critical factor in retaining clients is the ability to provide superior customer service. IT providers that have lackluster customer service are much more likely to lose clients to another company that values their business. Instead of risking losing more clients due to poor customer service, it is much more efficient to focus on improving relations, whether it is responding faster to help desk tickets or regularly communicating with clients to determine their needs. You can also consider gestures of goodwill from time to time, whether it’s giving gifts as a way to thank your clients, or during holidays (read here about client gifts), or anything that’ll make them feel valued to be partnering with you. All these actions play an important role in client relations and can be the difference between a long-term or short-term customer.

IT companies will continue to compete against one another, but an MSP business can separate itself from the pack by always looking to improve and focusing on providing the ultimate customer service. As you know, becoming successful in the IT industry takes a lot of hard work, dedication, and sacrifice. Fortunately, putting these tips into practice will set you apart and allow you to keep clients from switching to other IT providers. Over time, you will build an extended client base, which can lead your IT company to new and higher levels of success. Don’t delay any longer; begin putting these tips into practice and build relationships with clients that will last for a very long time.

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Bryan Fuller

Bryan Fuller has been the President and Chief Executive Officer since founding Contigo Technology in May of 2013. Contigo focuses on providing state-of-the-art technology coupled with superior IT support to local Austin businesses. In addition, Bryan works to ensure that he always have enough staff to deliver lighting fast response times for his managed IT services clients in the Austin area. He works diligently to hire and train all his employees but especially help desk agents and onsite IT services technicians in Austin to provide an excellent customer service experience to clients. Bryan is also concerned with the onslaught of cyber security risk facing companies in Austin and lined up the best talent and software to combat this IT challenge. Prior to founding Contigo, Bryan had leadership roles in software companies such as SolarWinds, NetIQ, CA. Inc, and XMatters (formerly Alarmpoint). Bryan holds a B.B.A from Texas Tech University.