Your MSP company needs a solid clientele base, or it doesn’t matter how good anyone on your team is or whether or not your services are competitive. Here are three basic strategies to help your MSP achieve this end:
Always Have a Swift Response
An MSP company needs to respond as swiftly as possible to client inquiries. Automated digital solutions help or having a 24/7 call service is also a good idea.
Granted, it may be beyond expectation for dedicated sales and engineering personnel availability around the clock. But if you can make such a thing viable, it could net you the trust and respect of top-tier clients. This may even lead to word-of-mouth referral, which is one of the expected outcomes of top-tier customer service. The end of the buyer’s journey is “advocacy,” where they actively promote you based on legitimate satisfaction.
Ensure You’re a Good Listener
You must hear what people are saying, not how people are saying it. You must focus on the words they’re using to communicate to you, rather than how you want to respond. A lot of times there’s some misunderstanding at the root of things. Listening helps clear this up.
Be Human and Do as You Say
Don’t be a robot and don’t treat clients in ways you yourself wouldn’t appreciate. Communicate this sentiment throughout the company. There’s a negative reputation for asocial behavior among technology corporations, merely having humanity in your interactions can increase your competitive viability. Also, if you say you’re going to do something, do it. If it doesn’t happen how you intend, reimburse the client totally, and to the extent of their satisfaction. Sometimes, life intervenes in even the surest of things.
Actively Satisfying Customers
An MSP company that keeps its word, is human, listens, and responds as quickly as possible will very likely impart positive customer experiences. Consider existing operational protocols and where you can improve in this way.