Service delivery is key to ensuring your MSP maintains a satisfied client base. A great client experience increases retention rates, however, one negative experience can send clients fleeing to the competition. This blog contains 10 things to ensure you deliver quality service in your MSP:
1.Customer account reviews
6-12 monthly client reviews are a great opportunity to learn how your client thinks you are performing. It’s a chance to see what your clients feel are doing well at and what elements of your service delivery could be improved upon. Often these meetings will uncover new business opportunities as it gives the client a chance to discuss future business plans, although these reviews shouldn’t be used to push your latest product. Let your client do most of the talking, this is your time to listen.
For those MSPs that partner with Uptime Solutions for outsourced helpdesk services, our service delivery team are available to perform these reviews with your clients either on your behalf or alongside you.
2.Go the extra mile
Often, we hear stories of MSPs that want to charge for every little thing that falls outside of the service contract, similarly it’s important not to become the MSP that is always performing work that then isn’t included in the service contract as this will drive down margin. Going the extra mile is all about making the client feel they received good value for money. Completing a quick task that is only going to take 5 minutes or asking if there is anything else you can help with before ending a call are both good examples of going the extra mile.
3.Stick to procedure
It’s important that your MSP has procedures for all common tasks, this ensures your clients get the same service regardless of which team member actions their support ticket. If everyone in your team tackles a task in the same manner ongoing support and ticket resolution becomes quicker and easier.
4.Avoid working outside of your skillset
As an MSP, you are required to manage your clients’ various IT requests without them needing to do anything with it. However, you may not want to be over setting your sights in the services you provide as it may exceed the expectations of what an MSP provides. This is why MSP’s often come to Uptime Solutions for partnerships in various other services which may mean that they were working outside of their skillsets, in this way Uptime Solutions would work alongside the MSP and provide services when needed.
As an MSP, you want your customers to feel comfortable with their IT requirements and with such services proving crucial to many businesses, having customer feedback is vital. Many businesses don’t necessarily realise the importance of knowing what their customers think, but taking their feedback into consideration and implementing changes based on their recommendations could improve your business significantly.
6.Keep communication personal
Treating your customers as real people and not just a business venture is a vital part of earning their loyalty and trust. Having personal communication with customers gives them reassurance that you’re only at the end of the phone if they have a question or query. Having regular communication with customers is the key to a good relationship, even if it may just be a courtesy call to see how they’re doing and if there’s anything you can do to help.
Reviewing agreements every couple of months can determine whether any of the packages your clients’ are on need changing. Reviewing agreements nicely tie in with keeping communication personal with regular phone calls, as well as customer account reviews. Instead of doing all of these three points separately, they can all be tackled at once, and your customer will know that you have their best interests at heart.
8.Treat every customer like they are your only customer
Treating each customer like they are your only customer is a main part of providing an excellent service. Some customers may require similar, or even the same services, but they are each unique and should always be treated as such. Making your customer know that you value their loyalty and you care about providing your services to them will improve your ongoing relationship with them.
9.Communicate with your team
Communication is key to any business, not only with clients but internally within your team. Having a team that communicates well with one another can improve both your work processes and client relationships. Keeping the whole team in the loop means each individual is able to help out with every client – avoiding unnecessary hold-ups or delayed responses.
10.Use different and complex passwords
Here at Uptime Solutions, we cannot stress enough how important complex passwords are to every single business, having complex and different passwords means that it will be harder for people trying to hack into your system. You might ask, why do I need to use different passwords if I already have a complex one? In the worst case scenario, if someone were to hack into your system, the likelihood is that they will try that password again in other parts of the system, therefore having different passwords is vital.