Good relationships with your customers are essential for the growth of your MSP business. In simple terms, you should continue building a closer connection with the clients after they sign a contract with you. If the customer does not get valuable updates from you, they will not be able to evaluate your performance. As a result, you could lose your client to another IT support company.
One of the best ways to build a relationship with your IT business customers is to hold strategic meetings. In general, a strategic meeting is designed to help you identify the needs of the business and discuss different methods for advancing your customer’s work. It should not be focused on technical ‘stuff’ or reports on your latest exploits such as security patches and malware removal.
Instead, the meeting should remind the clients of your value in their day-to-day operations. If your MSP never reaches out, you will be another passive entity who is forgotten or only remembered when something breaks. Here are some simple guidelines to help you build a good and long-lasting relationship with your customers through strategic meetings:
Identify Your Customers Needs
If you would like to add value to your client’s network and build a better relationship, you must identify and understand their needs. This will prepare you to respond effectively to their concerns, queries, and comments. First, you should make certain that you have studied the network intimately. If you display your expertise on their systems, they will see your business as an integral and indispensable asset.
It is also prudent to cover their technical challenges when planning for a strategic meeting. Numerous employees are not overly tech-savvy in most companies. However, they are aware of problems which interfere with their productivity. You should talk to these individuals about simple problems such as insufficient bandwidth and more complex issues to gain valuable insight.
Also, you should evaluate what the customer values most in their commercial network. Different companies place different value on the diverse aspects of IT in their network. For example, security might be the primary concern for one company while another will be focused on improving their cloud computing solutions. Cover all your bases but give attention to what they value most.
Prepare a Presentation
You should prepare a presentation for your strategic meeting. A good presentation helps the executives and managers see that you have put a lot effort into improving their company network. The first part of this document should cover technical reporting elements. Review the problems encountered in the network, the solutions you implemented and related points of interest or concern.
It is also advisable to briefly discuss the important tasks that your MSP business has accomplished since the last meeting. For example, you can use tangible metrics to display how much the company has improved. Valuable data include the server uptime, asset management efficiency and patching. In addition, you should state the improvements that you have to make to the network.
After completing your review and report, you should cover the customer concerns identified through studying the network and talking to others. You can ask questions and offer actionable suggestions and solutions. In the end, if you have new solutions or additional services that you think would be valuable to your customers, include them in your presentation.
Think about the Logistics
Organizing a meeting with your MSP customers is not a simple matter that you can handle on a whim. You must think about logistical issues which could compromise the success of your strategic meeting. In general, the assembly should be well-planned and relevant parties should be notified early. This will help ensure that a decision maker is present for the meeting.
You should also make sure that you have the right people to represent your company. A sales representative or technical expert or both will provide great value during the presentation and when dealing with customer questions. However, use your human resources with care because strategic meetings can take up valuable company time.
Finally, remember to organize strategic meetings between your MSP business and clients regularly, but not too frequently.