Your MSP Guide to Happy, loyal customers
2019-02-26
Being an MSP business owner, it is tough to take care of every aspect which keeps a business running, happy and healthy. The only way your business can be happy is if the customers are happy. Loyal customers keep it healthy and all of these aspects of running a business go hand in hand. Without happy and loyal customers, any business would find it hard to survive in today’s tough economic climate.
No matter which industry you are specializing in or the variety of customers you cater to on a daily basis, learning the science behind having happy and loyal customers will keep your MSP thriving for years to come. How to do that though? It sounds like an awful lot of trouble and effort to go through. Fortunately keeping customers happy and coming back for more is the easiest part of any business, only if the right methodology is adopted.
For 2019, you should be focusing on retaining your current customer base, making them happy and seeing how you can enjoy a healthy relationship for the foreseeable future.
Keep Clients Out of Grey Areas
This is especially true when you are marketing and doing outreach for potentially new clients and business. How would you feel if businesses targeted you but did not live up to expectations and totally took a different direction after they had gotten enough business out of you?
Do not be that shady company which eventually needs to hide behind legal protection. Be the business which is talked about as being the best in the industry and which every client wants to be working with. MSPs have the chance to shine with customers due to the high level of client interaction. Make sure every experience is as best as it can be and customers go back satisfied every single time.
Have a Defined Onboarding Process
Getting a verbal agreement from a customer is just one step of many to bring a customer onboard properly. Warm leads are usually ready to signup for your services but if the onboarding process is not up to standard, mismanaged and just messy, it is highly likely that they will quit before even signing the contract.
Have the paperwork ready, explain everything with clarity in detail and make sure to mention the entire process with them. Having some special sign on promotions is also a good idea to keep your leads engaged, but make sure that all of their questions are answered before you begin upselling.
Customers should never have to wait for a long period of time to hear back from you. Provide exceptional customer service from day one and build that trust which will go a long way.
Being organized and using technology to automate all your customer processes will leave up enough space in your day to make sure everyone is being catered to in the right way. Always keep a close eye on customer service and the level of satisfaction overall. It should be straightforward and keep all customers, regardless of whether they are new or existing, happy.