Your MSP company likely has many personnel well-versed in “hard” skills. Programming, hardware builds, code-writing; these things likely characterize your MSP. But “soft” skills— like interpersonal ones— are often lacking among MSP personnel.
For many in IT, soft-skill acquisition isn’t often inherent. It will require a direct, concerted effort. Following are tactics to help establish such skills:
Build Support and Trust Between Your Business and Clients
Your MSP company needs to facilitate a trust relationship between clientele and those who interact with them. As you’re establishing soft skills, put those who have the most already to the task of initiating trust and support.
You’ll need to meet with clientele, learn their needs, and focus on their perspective. Those with the best soft skills will be able to put themselves in the client’s shoes, empathizing communicatively.
Ask Clients and Personnel Questions, Listen to Answers
What do personnel feel are issues and what are hang-ups preventing them from establishing relationships with clientele? There are some who just don’t have those kinds of “soft” skills. Others can be worked with.
Ask clients about how they feel in reference to the support personnel they work with. Listen to what either party has to say in order to get the fullest picture and know where improvement may be necessary.
Eyes are Not Pastries and Shouldn’t Be Glazed
The subheading over this section is a vague attempt at humor, but it is intended to make the reader perhaps do a double-take, or chuckle. Such tactics can enervate interest or facilitate focus.
Those in MSP management need to notice when people are losing focus, and either reengage them or move onto something else. This quality needs to be taught to personnel in marketing. Keep things interesting to defer the glaze.
Establishing Solid “Soft” Skills for Your MSP
When an MSP company keeps personnel and clientele interested, asks the right questions, listens to answers, builds trust, and builds support, this should increase soft skills that can effectively benefit sales.