Your MSP business needs to facilitate more than just technological feedback loops in a hardware sense. Think of things in terms of “microscopic” and “macroscopic” terms. In technological microscopic terms, varying feedback loops facilitate computation. In a sense, it was trying to match the way the human mind works that lead to the development of modern computation.
If you think of your clients as nodes in a circuit array, part of facilitating the circuit will involve establishing reliable feedback loops. In this sense, the feedback concerns how clients feel about your products and services and how you might improve or otherwise alter them. Consider these tips to get the feedback loop machine of your business rolling:
Request Feedback at All Relevant Opportunities
An MSP business doesn’t work in a vacuum, but feedback isn’t always positive, and many tech professionals don’t like client interactions. That’s tough, but giving into it won’t do anything positive for your operation. When you onboard new clients, when you lose clients, when you add new services, when you provide new product installation or consultation, these all represent prime opportunities to request feedback on your performance. Don’t forget to ask for service or product suggestions. You don’t have to take them; you just want to know where your clients are coming from.
Facilitate a Feedback Loop: Build, Measure, Improve
You’ve got to take a direct approach to getting customer feedback. Just like soldering circuitry and managing physical feedback loops, it helps to start from some sort of marketing “blueprint”, and go from there. Essentially, you want to build your feedback system, measure how effective it is and improve your efforts based on that data going forward.
This could look like an entrance survey for new clients or an exit survey for old ones. It could consist of using incentives to acquire reviews. There are many different ways to do this, consultation with SEO groups which provide solutions for MSPs might be a good way to go about finding your balance here.
Seek Feedback from Leads, Customers, and Previous Clients
Getting your feedback loops at their most effective will require finding means of reaping feedback at all levels of the customer journey. When they’re just leads or prospects, find ways of getting their ideas on your products or services. When they convert, keep getting that information, and when they leave, find ways of conducting exit interviews to figure out why.
Getting the Feedback You Need
Your MSP business needs to have certain feedback facilitating strategies in place. Get feedback from clients at all levels of their journey with your MSP, measure means of collecting feedback to improve as necessary, and determine ways of finding relevant opportunities to collect such information. These tactics help you better your business.