One of the chief aspects of any MSP company involves resolution of issues. This requires an attitude in conjunction with professionalism. You’ll always encounter those who find reasons something can’t be done and you’ll find those who get things done despite many reasons such outcomes shouldn’t be possible. You want the latter over the former. Problem-solving is key to your MSP. Following are several suggestions to help you facilitate this end:
Group Problem Solving
Your MSP company should put more than one head together toward an issue’s resolution. Have groups tackle problems, as opposed to individuals. Certainly, individuals can get the job done, but groups will have more mental firepower which can be brought to bear toward ideal outcomes.
An Organized Corporate Culture Encouraging Input
Many discoveries take place in terms of technology incidentally. Problem resolution can happen at the fringes. If your corporate culture encourages input without recrimination and has a mechanism in place to manage such input in an organized way, you’ll increase the “surface area” of prospective solutions which can be leveled at a problem.
Facilitating the Right Attitude Throughout Your Employee Base
Attitude is everything. Find employees who will go all out to fix a problem. You want the types who obsess over solutions, not those searching for reasons something can’t be fixed so they can kick up their heels. When hiring, be subtle; perhaps put an obstacle in front of new hires to see who overcomes it.
Your MSP company needs to design operations around problem resolution. Append groups to certain issues, have non-recriminatory and organized corporate culture and hire problem solvers. This threefold strategy will help increase your ability to serve your clients.