Those who work for an MSP company are well aware of the fact that client needs must be tended to above nearly everything else. However, if things go south, there will undoubtedly be a strong temptation to gloss over the problems to keep clients content. There is a general conception that being completely forthright with customers will be construed as a weakness. There is a fear that such honesty will lead to a customer migration to competitors.
In reality, customers crave transparency from service providers. Even if they do not verbalize their desire for transparency, it is certainly legitimate. History shows businesses that are forthright are rewarded for their honesty with an increase in client business across posterity. Let’s take a look at five reasons why honesty is so important in the context of business:
1. Honesty Leads to Trust
When you are forthright with your clients, you lay the foundation for a long and successful professional relationship. Do not lose sight of the fact that your clients are just like everyday people. They desire honesty just as much as you and your colleagues. Establish a rapport right away, and it will serve as a launching point for additional business across posterity. Customers tend to return to companies they trust for continued business. Key in on building trust, and clients will consider your tech group as truly eager to help rather than simply make money.
2. Honesty Spurs Understanding
Customers who feel as though they have been lied to become impatient and suspicious, so don’t fall into the temptation to slightly stretch the truth. If customers are kept even slightly in the dark, they will speculate why they are not getting the full story, so don’t sugar coat problem! Be forthright about shortcomings, malfunctions, flaws and other fallibilities with your services, employees, hardware, etc; otherwise, your clients will eventually find out the truth, grow increasingly annoyed with your dishonesty and consider fleeing to a competitor.
3. Word Will Spread About Your Dishonest Ways
Honest businesses tend to enjoy a steady stream of customers— thanks to satisfied customers who spread the word. Though you do not pay for customer referrals, these referrals certainly pay big dividends. Consider the fact that all it takes is one happy customer to start a domino effect for others to find out about the merit of your MSP company. This satisfied customer tells a friend who tells his or her family. Those individuals will tell others and so on. It all started with forthright services that pleased a single client.
4. Honesty Creates a Positive Workplace
Once your team sees the extent you go to remain honest with customers, they will be that much more inclined to do the same. The end result is a working environment characterized by honesty and clarity. Employees who are honest with customers will make your business that much more successful. Furthermore, there will be less of a chance for workplace drama, as employees will be less inclined to spread rumors or engage in conflicts with co-workers.
5. Honest Motivates Customers to Provide Helpful Feedback
Be honest with your customers, and you will be able to rely on them to return the favor. Your business really can benefit from honest customers. If customers tell the truth in surveys and reviews, they will provide your business with valuable feedback. This is the detailed feedback your business needs to solve problems, please the target audience, and rake in the cash. Collect such forthright feedback in the coming months and years, and ramping up your profits will prove less challenging. These are the insightful critiques your group needs to meet their potential, serve customers exactly as they desire and ultimately help the business grow.
When in Doubt, Tell the Truth!
It is certainly tempting to keep secrets from clients and pretend everything is alright. However, the truth is, clients ultimately respect an honest MSP company more than one that is primarily concerned with public relations. You can’t go wrong by telling the truth. Be straightforward with your clients, and your business will benefit in the long run!