Your MSP company is well-advised to make close employee involvement in operations core to your business model, but you’ve got to come at it with the right perspective. You don’t want to think of this as an “edge” or an “operational tool”— though such strategy may function in both capacities. Rather, consider the incorporation of employee involvement as a sort of managerial philosophy.
When you’re involving employees as a matter of course, that means interaction which exchanges ideas, while simultaneously fostering responsibility; both of which make employees feel valued and give them reasons to stick around at your company. In a word: you empower them. Additionally, you can steer them toward your way of thinking such that it feels as though they came to that conclusion on their own. This is a great way to avoid unnecessary and caustic conflict.
Instead of delegating tasks to them in a faceless way, and only interacting with them when mistakes are made, they get to put themselves into their work and learn more intimately what facilitates your MSP company. Additionally, employees are going to make suggestions in such a capacity that will be heard. Some will be good, some won’t; you’ll want an IEDDD system in place to help streamline things:
Tell workers your proposed changes, and that input is appreciated from them. Then you sort of “sell” those aspects of the decision which are most positive–that’s the enticement part. From there, discuss the proposition and help employees see why you’ve decided what you have as they consider it themselves. Additionally, they may notice holes in your plan you didn’t. From there, you invite a decision for or against a given proposition. Most of the time, employees will decide as you intend; sometimes they’ll show you where you’ve actually made a mistake. From there, you delegate appropriately.
An MSP company fostering employee involvement will empower them. This, in turn, strengthens the company. Employing such a management philosophy has enough benefit to make it worth considering.