As an MSP business, you will definitely benefit from several long-term customers over many short-term ones. When those you serve expand, you expand. As their tech needs increase, so also does your profit. It’s a symbiotic win-win representing an upward spiral when properly managed. Essentially, you become partners with your customers.
How to Build Solid Relationships
Certainly, every relationship has its idiosyncrasies, and the same is true pertaining to varying tech industries. Generally, the following tactics should help you build long-term positive relationships with the customers you provide services for:
Be As Transparent As Possible
When issues arise, you need to be straightforward about them. Costs should be clearly communicated. Service should be delivered on time, and in a way that matches what you promised. Don’t hide anything. The only things you shouldn’t be clearly open about are items of minutiae bearing no direct relevance to clients.
Answer any and all questions, take credit for your victories and acknowledge your shortcomings. All relationships revolve around a core of honest interaction. Transparency is the fuel for the engine of honesty at the core of your MSP/customer relationships.
Meet With Your Customers
Relationships can’t be formed in a vacuum. You need to meet with those who you’re serving on a regular basis. If you can’t meet with them directly, have “face time”. You can do this through Twitch, Skype, varying Apple messenger options like FaceTime on your iPhone, or however is most convenient.
Setting up conferences at regular intervals is professional and helps to make your customers feel secure about the services you provide. However, you need to be sensitive of their schedule.
If you can meet in person, do so. If you can’t, be regular about face-time. This reminds the customer you’re a real entity; which reinforces the relationship on both sides effectively.
Truly Provide Value and Find Opportunities When Issues Arise
As an MSP business, it’s your prerogative to make it so your services actually produce some direct value for those you serve. That value can be in terms of cost reduction, operational optimization, security facilitation, or whatever your MSP specializes in.
You need to be clear in providing exposition into how what you do gives customers value. Give them the real numbers, use real examples of real clients you’ve helped in the past.
Also, be flexible enough to “roll with the punches”. Unexpected tech problems can be opportunities in disguise–you’ve just discovered a hitherto unknown weak point in network operations for a customer. That’s an opportunity to improve that operation.
Long-Term Customer Relationships Facilitate More Secure Operations
Your MSP business will operate more sustainably when you build strong relationships with those you serve. Provide true value, turn emergencies into opportunities, meet with customers face-to-face, and facilitate honest transparency. Such tactics build and nourish strong relationships.