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MSPs - How you can become your clients' most trusted partner
Building a thriving MSP isn’t easy. It takes a lot of leg work to get up and running, then even more time, effort and dedication to take things to the next level.
It also takes commitment and perseverance to find those all-important clients who are willing to let you manage all their entire business’ infrastructure – you need to gain their trust, which then turns into loyalty.
After putting all that effort into turning a prospect into a client, can you really afford for them not to stay with you for the long haul? You don’t want all that hard work to win those clients to be in vain. And that’s why you need to gain that trust – and keep it.
Trust doesn’t come easy, but it is so satisfying when you know you’ve really earned it, isn’t it?
Here’s how to turn those relationships into long-term partnerships…
1. Understand your clients and their challenges
In order to remedy your clients’ challenges, you need to know what they’re up against. And that means you need to know their business as well as they do. What challenges are they most desperate to solve? How can you help them to solve them?
If you can bring real solutions that solve these problems, you’ll help them see that you are in it for the long haul.
2. Be open and honest
This is a foundation principle for any business. Transparency is key. By letting your clients know what’s really happening with their projects, they will feel more confident and comfortable in the services you deliver. They can trust you.
If you’re not open and honest, your clients may become confused and frustrated, potentially resulting in them looking elsewhere – can you really afford for that to happen?
3. Keep your promises
You want to be known for being brilliant at solving problems. To do that, you need to do what you say you’ll do when you said you’d do it. The deadlines set for your projects aren’t there for looks. Your clients rely on you to meet those deadlines so they can continue to grow their business. If you fail to deliver what was agreed on, in the set time frame, what impact is this going to have on their business?
The last thing you want to do is let your clients down, as once that trust has been broken, it’s incredibly difficult to get it back. And if they lose faith in you and what you can deliver, they’ll look elsewhere for another MSP that can give them what they need, when they need it.
4. Resolve issues openly
If your business is struggling to fulfill promised services to clients, be open and honest about it.
They may be able to help – and with their understanding, maybe time frames or budgets can shift to address the issues. If you stay silent, you’ll start heading down a slippery slope, and you may not be able to successfully deliver what was agreed upon.
5. Provide reporting based on what matters most to them
Your job is to keep your clients happy! Get to know them and their preferences, and give them what they want. If they prefer long reports then add in all the data you have; if they prefer a short summary, keep it concise.
To save you time, why not set up a template to suit each of your clients’ preferences and give them the statistics they want to see each month/quarter as agreed? Sticking to their preferred reporting style and delivering this on a regular time scale will show your clients how reliable and attentive you are.
6. Deliver projects on time and on budget
If you’ve agreed on a timeline and a budget with your client to manage their IT services, you have to stick to that. If you fail to meet the project completion date or you overspend, you’ll break that trust with your client. That’s the last thing you want after you’ve spent so much time building that relationship.
Now, you’ve become your clients’ most trusted partner. But how do you keep it that way?
Once you have built a real relationship with your clients, as long as you provide great service, offer solutions to their problems and are there when they need you, you will build long-term partnerships and enjoy the benefits of long-lasting client relationships.
But what if your timeline starts slipping or your budget is quickly disappearing, and you don’t think you’ll be able to successfully complete the project as agreed? The trust you worked so hard for will be lost, and your long-term partnership may be questioned. Would your business be able to cope with that?
It doesn’t have to end that way, as we have developed a five-step plan to rescue any IT project – and we’d like to share it with you.
Find out how you can deliver successful IT projects every single time and retain your clients’ trust for a long time to come. The power is in your hands!