Your MSP business relies on having clientele of one kind or another. Whether development of new technologies is the primary core of operations or facilitating other organizations’ optimized efficiency, without something people can use, you’ve got no reason to be. Technology has a deep artistic quality in the eloquence of its mathematical infrastructure, but it can’t thumb its nose at those who use it like some pop culture artists are wont to do. Even technology “rock star”, Steve Jobs, designed products around the consumer. So, are your protocols centered around making life easier for you and your staff, or are they focused around giving the best possible experience to clients? If the latter isn’t true, changes are necessary. Following are several key characteristics of organizations that have designed services around the customer and which are worth your consideration as an MSP:
- Active listening
- Respecting feedback and committing to follow through
- Being proactive and anticipatory
- Empathy-rich protocols built-in to operations
- Privacy respect
- Sharing of knowledge
Before looking closer at these qualities, it is worth noting that though the customer is always right, this doesn’t mean they’re always right. Don’t be a doormat! Sometimes, someone ignorantly misunderstands, becoming unreasonable, intractable, and insufferable. You’ve still got to be professional, but there are limitations. A client who wants you to act illegally shouldn’t be treated impolitely, but neither should they be indulged.
With that out of the way, your customer-centric MSP business should actively listen to clients. This can help you identify misunderstandings, needs, and areas where your company may not be clear on something. When you get feedback, listen to it. Don’t just disregard it as beneath you— follow through! If it’s feedback that comes from ignorance, understand why the customer came to the wrong conclusion and find a way to be clearer so this is avoided in the future. Just because feedback is wrong doesn’t mean there isn’t a seed of improvement you can plant for better future customer interactions. This is a proactive approach which is retroactively anticipatory. You should expect some misunderstandings. Anticipate that certain clients won’t understand basic things, will make mistakes, and will have developing needs which shift.
If you’re empathetic in your operations, anticipation will be naturally built-in. Put yourselves in the shoes of those whom you serve, then you’ll be able to see what it feels like to walk down their path. For example, you expect others to respect your privacy. Do the same for clients. You have their data, but it’s their data, not yours. Respect its privacy and extend that respect throughout your operation. As a matter of fact, you should be sharing what you know with clients; this will help them learn and more efficiently benefit from your products or services.
Increased Profit Through Satisfied Customers
An MSP business that empathetically designs operations around customers, shares information with them, respects their privacy, actively listens, and acts on feedback will naturally increase its clientele base. Word will spread that you know what you’re doing and you care about your clients.