“Mastering Proactive IT Support for Maximum IT Service Efficiency”
Discover why it’s important that your managed services provider develops a regular communications schedule with each customer and what messages to convey.
Managed services providers (MSPs) know that customer retention is a critical element of business success.
Communicating with your MSP customers is a must. But knowing how, when and what to communicate makes a difference.
The frequency of communication is as much an art as it is a science. There may be some customers, especially those who are new, in the midst of a major project or in the throes of strategic planning, when more frequent contact and communication is necessary.
Face-to-face communication is the most effective means of communication, allowing for both a better give-and-take and a clearer interpretation of body language.
Ideally, you’ll schedule at least monthly in-person communication with your customers, meeting both with principals and other employees to understand what’s working and what could be improved. This communication, which includes a healthy dose of active listening, helps your customers feel heard, valued and respected, even if it’s an informal conversation over coffee and doughnuts.
Your customers look to you as more than a service provider. You’re also a valued advisor. You want your communications to have several elements that can bring value to your customers and how they perceive their relationship with you. These do not need to be a sales pitch, and usually should not be, but rather opportunities to demonstrate your expertise and insights, including:
Value-added conversations that help your customers think in new ways are a powerful way of deepening customer relationships.
One of the greatest outcomes of better customer communication is the opportunity to reinforce high-value and valuable services that are already being used or possible. Your communication should regularly reinforce some of the core values of working with a managed services provider. Driving these points home helps to make renewals, upgrades and the purchase of new services much easier.
Those key points are small reminders of why it makes sense for your customers to work with you, including:
A strategic approach to customer communications pays major dividends with regular, trusted and valued discussions.