Communication Errors Initiate Conflict
An MSP business has a lot of “moving parts.” You’ve got to run your own IT, your own marketing and sales, there has to be some level of customer service, internal personnel management is necessary, and the list goes on.
Reducing Operational “Static”
Varying initiatives will require multiple departments to work together. There will be times when discordant infrastructural notes are struck. However, communication channels can be widened such that these instances are reduced. Following are ways this can be done:
- Determine where there are bottlenecks and correct them
- Be sure to provide communication pathways facilitating operational goals
- Identify personnel who understand communication value, delegate to them
Determine Where There are Bottlenecks and Correct Them
An MSP business will naturally have areas more prone to miscommunication than others. For example, if you’ve got a sales division who doesn’t have IT engineering acumen, there may be a few disconnects in the way they sell services to prospective clients. This won’t be reflected in operations until the clients complain that you don’t offer certain service sales promised.
Accordingly, one bottleneck of communication may involve where the true tech value of new services lies. Identifying such a bottleneck allows you to figure out what strategies can be employed to fix it, and free up information flow so that further disconnects don’t occur in the future.
Be Sure to Provide Communication Pathways Facilitating Operational Goals
Align communication methodology with overall goals of your MSP. Where are you going, and how do you plan on getting there? What’s your scale-out strategy? What sort of new initiatives is marketing following through on, and how will that affect techs in the field or other support personnel? Answer these questions and determine ways you can enable communication toward the outcomes you’re seeking.
Identify Personnel Who Understand Communication Value, Delegate to Them
Some of your personnel will understand communication better than others. Those who have duties that pertain to writing code may not be comfortable socializing, and so communicate as little as possible. Then again, you might find an outgoing software engineer among the bunch. That’s the guy you want to put in charge of passing down varying initiatives. He’ll know how to talk to the other engineers.
Find such individuals who have the ability to clearly communicate. Treat them in a quasi-managerial way. There could be room for promotion, but it will depend on what level of communication is necessary, and the individual. Regardless, there are likely several among your ranks who both understand the need for communication and are excellent communicators themselves. Utilize them.
Enable Communication Channels
When an MSP business has good communication, operational issues are less likely to develop. Find those among your team who are already good communicators, and work with them to help expand avenues of internal communication. Strategically facilitate communication around your MSP’s goals. Find bottlenecks and correct them. These strategies enable more efficient operations.
