Customer objections are a reality for MSP business, as well as just about every other business. Accept the fact that customers will complain, be proactive and your team will overcome these objections fairly seamlessly. Timely and thorough responses to legitimate complaints will go a long way in boosting customer retention. Let’s take a look at how to best handle customer objections:
Document Customer Objections
Put all customer objections “on paper” in a spreadsheet for easy sortability. This documentation of complaints will help uncover common themes. Documenting complaints down to the very last detail including customer names and addresses also makes it easier to keep track of which problems have been tended to and ultimately develop better ways to solve them.
How to Best Acknowledge Objections
The worst thing you can do is ignore objections. This is not to say you have to address every single objection. Rather, your team should take some time to determine which objections pop up at the highest frequency. These common complaints must be addressed as soon as possible. It is also important to slot complaints in terms of importance and difficulty. If the customer’s problem is especially challenging, it must be passed onto the appropriate party in a timely manner. So, don’t rush to respond to every single complaint in an effort to please customers. Recognize that some complaints are more important and tend to them without delay.
Common Examples of Objections
Plenty of customers are worried about new services or products that have the potential to backfire as there isn’t a proven track record of success. If you offer new services, do not clue the customer into potential weaknesses. Remain truthful yet confident as you explain the service’s merits.
Some prospective customers insist on referrals from current or former clients prior to paying for your MSP business services. Unfortunately, this is not always possible. Few clients are willing to be bothered with direct phone calls from those seeking business reviews. Let the client know you are unable to give another client’s direct contact information. Instead, send the prospective client a series of honest reviews from actual customers.
Clients also commonly object to paying the quoted price for services offered by another company at a lower rate. You can overcome this objection by touting the merits of your services. If the client believes your team is reliable, trustworthy and hard-working, he or she should be willing to pay slightly more for elite service.
Continue to Strive for Improvement
Your internal complaint list should be regularly updated to become a truly dynamic document, as opposed to one that remains static. Think of this document as an ever-evolving tool to improve your MSP business and improve the customer experience. Respond to customer objections in a timely and thorough manner, remain cordial, and you will dramatically increase the chances of clients remaining loyal across posterity.