Have you ever taken a vehicle to an auto shop, only to discover after waiting in line for an hour they couldn’t serve you? The young guy who got you entered into the list said they’d be able to help… but he was wrong. Will you be back to that place again? Probably not. Well, more often than many an MSP company may realize, this is the experience clients who cancel have. But there’s a good chance such experience isn’t your MSP’s fault; rather: it’s the fault of misunderstanding, or something similar. Getting to the root cause of such issues is fundamental.
Here are tactics to help keep this from happening:
Facilitate Client Feedback to Meet Expectations
A lot of client feedback isn’t responded to, as it’s negative. But negative feedback is a blessing in disguise as it helps to identify an issue which requires immediate action. Facilitate feedback opportunities for clients and ensure that you go through what they give you to determine how operations are proceeding.
With Any Unsatisfied Client, Find the Root Cause
Unsatisfied clients are sometimes simply those sorts of individuals who can’t be pleased no matter what you do. But sometimes, they’re unsatisfied because of something you’ve done wrong, or something that’s out of everybody’s control. Always determine the root cause of a client leaving your company. Fix the issues you can, and don’t sweat the others.
Identification of Negative Trends Likely to Repel Clients
Your MSP company needs to figure out whether any operational trends core to regular business are negatively affecting clients. Sometimes a cancellation trend is rooted in something as simple as an automated telephony solution designed to screen calls. It’ll differ for everyone.
An MSP company that is conscientious in its attempts to maintain clients will likely do so. Facilitating feedback, identifying cancellation causes, and curtailing negative trends are three of many recommendable steps worthwhile to help expand retention.