As an MSP company, you’ll likely have some level of operational stability despite the present COVID-19 crisis. Even so, you need internal operational leadership to be something your employees can rely on. If you’re already well-proven in terms of crisis management, then you’re good to go. But for many MSPs, there is room for improvement. Well, the silver lining of the contemporary unpleasantness is that you have an opportunity to design and manage new crisis leadership strategies.
Best Practices in Crisis Leadership
There are definitely going to be some idiosyncrasies that differ per business. Even so, the following tactics are recommendable to just about any tech company in operation today:
Have Authentic Empathy for Both Customers and Staff
The customers you serve are going through some seriously difficult times. So are your employees. You need to understand that. A way that might help is thinking on your own issues and expanding that thinking to include those who your company serves and those you lead.
Clearly Communicate and Exercise Total Transparency
Your MSP company needs to communicate directly and without any sort of nebulous, subjective language. Tell customers and employees what you’re doing and why. Help them understand, and hide nothing–not unless you absolutely have to.
Being transparent makes you a lot easier to trust than if you’re “playing your cards close to your chest”, as the saying goes. If you’ve got to cut service or employees, be frank and straightforward. Don’t sugarcoat anything, but don’t be bluntly brusque either. As in all things, there is a definite balance.
Strive to Empower Workers and Customers, Show True Trust
If you’re going to have empathy and be transparent, it’s imperative that you trust your employees when they can’t come in, or they’ve got to change their hours. Additionally, give them the security of knowing they have a job to come back to. Don’t be too controlling in this time. The same is true with customers.
You’re going to lose a couple, but many will just put services on hold until times return to normal. Understand this, and through trusting both customers and employees, provide them with true empowerment to overcome this situation.
Effectively Leading Your Company Through This and Future Crises
As an MSP company, you’ll likely be required to render tech solutions throughout this COVID-19 crisis and into the future. You have an opportunity to succeed or fail here. A few things you can do to come out on top directly include authentically empathizing with customers and staff, clearly communicating with total transparency, and trustfully empowering everyone who has some level of involvement with your MSP. Tactics like these will establish your leadership as more than merely professional; they could lay the groundwork for your operation to become a local institution.