MSP services firms are going to move in circles that are similar. There’s an IT channel out there, and if you’re going to obtain requisite clients, you’re going to need to swim in that channel. The problem is, there are a lot of other IT “fish” swimming with you. What makes you different? It can be hard to say at times. Since clients swim in the same channel, they see everything as alike and angle for discounts. They’re going to price shop because that’s their prerogative. Soon, IT services become a commodity that seems the same across the board— unless, of course, you distinguish your services from the rest. This is something that’s certainly easier said than done, but it’s not outside the realm of possibility. Following are several pointers that can help you distinguish yourself from the competition. They include:
• Customer service that is downright legendary
• Strengthening relationships by admitting errors and fixing issues
• Honestly describing services and products
• Providing guarantees
Customer Service That Is Downright Legendary
MSP services firms that provide customer service so good that it develops a reputation is distinguishable. You want to be known for treating customers better than your competitors. Look at it like being a truly chivalrous knight in a court of knaves. Practice what you preach. Finish what you start. Do what you say, and say what you do. Fix problems before they start, and be honest with your clients. This builds trust and will make your business stand out.
Strengthening Relationships by Admitting Errors and Fixing Issues
You’re not perfect; you’re going to make mistakes. You can’t back-pedal; you can’t explain them away. Well, you can, but this won’t distinguish you from competitors, and it has a dishonest flavor. If you want to get the bad taste out of clients’ mouths, you’ve got to admit it when you make a mistake and fix whatever that mistake was. Additionally, you need to find other problematic issues in the existing IT of your clients and make those things non-issues. This will make your relationships with clients strong and will attract others.
Honestly Describing Services and Products
Don’t tell clients that you can do things that you’re unable to. Undersell your services to an extent, and make even that undersell represent a service delivery that is greater than your competitors. Tell clients what you can do and what you can provide, then offer top-tier products and services that are known to transcend client expectations. Do this honestly, and you’ll find that you “get out what you put in” as the saying goes. You’ll please clients, and they’ll be pleased to spread the word about your good service provision.
Do something new. Design a unique solution that didn’t exist before you came along and made it trendy. Innovate. Innovation is key to the tech industry, and as an MSP, you need to understand this and epitomize it. Successfully doing so will substantively expand your unique reputation.
Provide solutions for clients directly and indirectly. Blogging can give your existing and prospective clients information they wouldn’t be able to find on their own. This will make you a trusted resource, and paint you as a knowledgeable expert. When you’re a resource before a client even acquires your service, that’s remarkable. Continuously update your blog with good data known to help those in your demographic.
Guarantee that which you provide, and follow through. If you guarantee something that turns out to be a larger job than you anticipated, take it on the chin. Don’t do anything you can’t guarantee. Clients who have an ironclad guarantee are going to trust you more.
Distinct Service Provision
MSP services firms that provide ironclad guarantees, blog regularly with useful information, continuously innovate, honestly describe products and services, admit errors then fix them to strengthen relationships and provide legendary customer service will be distinguished from the rest. So, look at what you provide, and find areas where you can improve services so that your clients have no choice but to regard the service you provide as unique. Do this and you’ll dominate your competition through high-quality service.