Your MSP company can put dissatisfied customer fires out, keeping the sales “bridge” between them and you from burning up entirely. Following are tactics to help you turn such situations around:
Don’t Back Down from a Legitimate or Illegitimate Mistake
Your MSP company will make mistakes. Your clients will make mistakes. Whether a mistake made is your fault or the fault of a client, it is integral that you own the issue with all professionalism.
As the provider of services, you’re acting like a benevolent host. If guests do something which impacts the “party” you’re throwing, you blame yourself in order to keep the levity about your domain. Whether you mess up or the client does, own the mistake and be professionally obsequious.
Ask What the Customer’s Advice to You Would Be
This is an easy one to miss, as clients so often make the mistake they blame you for. But sometimes, you can take the wind right out of their argumentative sails if, asking their solution, you force them to think through the issue.
This will sometimes reveal to your clients that they themselves made a bad move. Additionally, it will sometimes show you where you can fix a pernicious issue in ways you hadn’t previously considered.
Make Amends and Go the Extra Mile
Once the mistake has been noted and heated exchanges cool, make amends. Do this as quick as you can, but sometimes you’ll have to let clients vent, especially if they lost extremely important data. Restore what you can, amend what you can, go the extra mile and avoid resentment at all costs.
Overcoming a Blowout
Your MSP company doesn’t have to lose clients with every mistake one of you makes. Make amends, go the extra mile, take client advice, and accept responsibility for issues. These tactics may not always work, but they often will.