One of the biggest goals for your MSP company is likely the growth of your whole business. In an effort to grow, your business is looking to gain new clients and sell new services. These methods are the traditional way that companies expand. To make your growth happen, you need to find the right ways to motivate your employees to push your company’s bounds.
Choosing the Right KPI’s and Metrics
Anything regarding compensation needs to be measurable. By measuring set KPI’s and metrics, you ensure that your employees are treated fairly. The great thing about KPI’s is that you get to set them in such a way that your employees see your vision for the company. Metrics are a great way to communicate what is currently important to the company. If your company is looking to increase the customer base, then have new customer sign-up be part of your KPI’s. This drives your employees to the same goals as your business. The alignment of goals is critical in creating a successful and growing company.
Of course, different roles within your organization are going to support your KPI’s in different ways. You need to have a strategy to handle these differences, while still managing to keep all of your employees focused on the same goals. Take a look at your focused metrics and decide how each department fits into your goals.
- Sales – A sales staff is going to be the people directly selling things. They need to be told what services they should be selling to prospective clients. If you are seeking to add new services, they need to know what to focus on.
- Technical Staff – The staff that provides technical support is the front of your company. They are able to see sales opportunities regularly. By including sales metrics in their compensation matrix, they are inclined and compensated for selling your new service offerings to your existing clients.
These additional metrics all help support the main business goal of growing your business.
Great successes are only achieved if everyone is working together for a common outcome. This cooperation is only possible if the metrics and KPI’s for compensation all work to the same company goal. If you are looking to increase new services, you need your sales staff and technical staff both looking to sell to your customers. Confusion of your customers is the result of different services being pushed from the technical and sales side of your company. In these cases, your clients are not given the same story from both fronts of your company. The best approach is to have consistent desired outcomes, so your clients always get the same service recommendation, no matter whom they are talking to.
Delivery of Service
While growth is important to your company, you need to have your employees still maintain a level of service to your customers. This balancing act between growth and service maintenance is often difficult to achieve. While you want your employees to work towards a growing business, sacrificing current business and service levels has negative consequences.
Your MSP company needs to include metrics that measure levels of customer service. Again, these KPI’s for measuring service varies between departments. Customer satisfaction surveys are a significant source of information regarding their feelings on the services your company provides. With consistent surveys, you can monitor your company’s service deliverables, and then compensate your employees based on these results.
By communicating your business’ goals, your employees know how best to focus their efforts. Using the right metrics and applying them to levels of compensation, your MSP company shows what is important. This communication ensures that your employees are all working towards a common goal, even with different departments having different ways of meeting those goals.