Any MSP company will naturally deal with some level of “operational static” as pertains to general interface with clientele. Part of your job as an MSP is to determine the needs and issues of individuals who themselves aren’t well-versed in the field. They can’t always tell you what’s wrong, because they just don’t know–even if it’s something relatively simple.
Owing to this, it makes a lot of sense for you to eliminate as much miscommunication as possible from interaction with clientele. Following are several strategies to help you do so:
Instead of a Few Long Questions, Have Many Short Ones
Many times, your MSP company will deal with clients who have very simple issues, but they keep giving you bad information which occludes resolution. You can help reduce this issue by asking short questions rather than long ones.
You want to get the client talking and pick up collateral details they don’t even realize they give you. The more you can get them talking, the better. Long-form questions are more likely to elicit a short, concise response.
Get As Many Examples of Issues As Are Helpful
As clients answer your short-form questions, have them give you examples of the issues they’re dealing with. Sometimes one example is all you need, sometimes you’ll need a handful. Get as many as are helpful.
Switch Up What Questions You Ask
Don’t ask an endless litany of same-sounding questions. Get at the information you’re trying to acquire from different perspectives. If the client gets bored, they may become less responsive, tune you out, and put you in a hard position.
When an MSP company masters clear communication, it will be able to serve clients better, reducing “operational static” otherwise hampering service provision. Switch questions up, get clients to give examples of the issues they’re contending with, and initiate a short-form approach to questions. These strategies clarify communication.