It’s easy to make operational errors which end up confounding clientele. It’s basically going to happen to any MSP business that becomes established to a certain level eventually. The truth is— there’s always room for improvement. But if you don’t know which direction to aim improvement designs at, how will you improve? Following are several operational areas where many IT businesses have been guilty of under-serving clientele, oftentimes without even realizing it:
- Websites that aren’t properly updated
- Failing to acknowledge in-store clients
- Failing to answer the phone
- Spamming your clients
Websites That Aren’t Properly Updated
It is very frustrating to search for something on a website, get in the car, drive down to the store the site represents, and find they don’t offer what you need because they haven’t updated their site in a while. You’re a tech company; an MSP business that can’t be bothered to upkeep their website as contemporaneously as possible won’t just annoy clients, it’s going to lose some. That’s a clear sign of incompetence. In anything where technology is involved, you need to be squeaky clean. Imagine a maid showing up in a nasty rusted out Geo Metro filled with cans, bottles, and a stench that is perceivable half a mile off; you wouldn’t want that kind of maid. A tech company that can’t keep up its website will likely fail clients–at least in their perception. The smart ones will gradually reduce the business they do with you if they notice a website which isn’t current. That, or they’ll avoid you entirely.
Failing to Acknowledge In-Store Clients
Some MSPs don’t have in-store locations that sell products and have techs available for consultation. Many, eventually, reach this status of operation as it becomes naturally profitable. Here’s the thing: if your MSP has a physical location where customers can walk in off the street, you’ve got to have someone who can help those customers the moment they start looking for assistance. You don’t want someone who breathes down their neck from the moment they enter the store, but you can’t leave them waiting, either. There should always be a professional there who can help clients as they need it.
Failing to Answer the Phone
A lot of businesses, especially among newer MSPs, have trouble answering the phone. This can be for a variety of reasons. Sometimes, the truth is, all your employees are just so busy that they don’t have time for the phone. That’s understandable, but your clients won’t like it. So, ensure during business hours that no calls go unanswered.
Spamming Your Clients
Don’t email your existing or potential clients too much. You’ve got to send existing clients relevant information, and prospects should likewise have engaging content sent to them that isn’t of the “spam” variety. What you need to do is have a reason for each message you send and figure out how to personalize it. Working with an SEO marketing agency focused on MSPs can help.
Better Service, More Satisfied Clients
An MSP business that is more conscientious about client needs is more likely to obtain and retain top-tier clients. Look at how you serve customers now and improve as possible.