How healthy is your business? Do you know? As a Professional EOS® (Entrepreneurial Operating System®) Implementer, I get to work with some of the best companies in the MSP business…and some that are on their way to becoming the best. Very early in the process, I ask each leader in the organization to complete an Organizational Checkup. The Org Checkup is a short survey to gauge the health of the company and let us know where we need to spend most of our time. You can take your own free organizational checkup here.
Go ahead, I’ll wait for you to take the checkup and come back (Jeopardy music playing in the background…). How did you do? Don’t feel bad if you have a low score. Most companies initially score in the 20-40 range (years ago, when I first took this in my own MSP, I scored a 43). While we should always strive for 100, our goal in EOS® is to get your business to an 80.
Today, let’s focus on improving one area in the org checkup…the customer feedback question. If you’re like me, I used to stress over client satisfaction. I stayed awake at night wondering if my clients were happy…was someone going to fire us tomorrow. If you scored low in the customer feedback section, you may be feeling like I once did…
Here’s how I overcame my client satisfaction problem (and scored higher on my org checkup):
1. Surveys in my PSA (e.g. ConnectWise or Autotask) – These are easy to setup and free to use. Keep them short and don’t spam your clients…and they’ll pay dividends.
2. Smileback or Net Promoter Score – If you don’t like the surveys built into your PSA, try Smileback. The number of survey responses we received greatly increased, and we picked up tons of great testimonials to boot, when we moved to Smileback.
3. Client Heartbeat – The only problem with Smileback is that it primarily touches end-users. I wanted a solution to reach the owners of the businesses we serviced. For this, I used Client Heartbeat to send quarterly surveys to VIPs at each office.
4. Quarterly Business Reviews (QBRs) – Touch your clients on a regular basis to check their pulse. Spend five minutes talking speeds and feeds (how many tickets you closed, how many patches you installed, etc…). Spend 90% of your time discussing their business and what keeps them up at night. If you don’t have the staff to perform QBRs, see point #5 (below).
5. Net Admin/vCIO – Hiring dedicated Network Admins and vCIOs (virtual Chief Information Officers) marked a huge turning point in my client retention journey. This may be the single biggest change that skyrocketed my client satisfaction through the roof (shout out to Gary Pica). My Net Admins touched clients monthly and had two primary jobs: run our checklist and touch each end user.
Want to improve more of your score on the Org Checkup? Reach out to schedule your Free 90-Minute Meeting.