In the present crowded MSP market, businesses experience more competition than ever. So, service providers must ensure that they can avoid any typical mistakes, and offer the best services to the client.
In this post, we will discuss the most common MSP mistakes. These points will help MSP businesses to avoid making those errors and enhance their sales and revenue.
How to Avoid Some Common MSP Mistakes:
In this crowded market of MSPs, making mistakes can cost heavy for your business. Here is how to avoid the 8 most common MSP mistakes.
1. Follow Appropriate Communication
Effective communication is the prime aspect for an MSP to succeed. Service providers should convey what they offer and how they can add value to the client’s businesses. Below is how inappropriate communication can hamper your MSP business.
Excessive technical words can bore customers:
If you think using excessive technical terms, can impress your clients, it is a wrong perception. Every client is not well-versed with the technical intricacies. So too much usage of technology-related words can make them uninterested. So try to manage the information gap using familiar words and make the customer feel effortless.
Unclear expectations and deliverables can hamper customer relationships:
It is crucial to know the expectations of your clients and make them understand the outcomes of your services. Most clients have zero or little idea about the benefits and technical risks of IT services.
You can’t expect your customers to apprehend a technological issue, as it’s unpredictable to them. So you must convey all the risks and benefits associated with a service when you approach the client with that service.
2. Never Promise What You Cannot Deliver
As a managed service provider you should know what you can deliver in reality. Overselling can create a false idea in your client’s mind. It will further impact your service credibility.
Sometimes it appears like getting the deal is the most crucial. But completing the deal is the prime requirement to succeed in the MSP business.
If you get a deal through overselling and fail to deliver the promised services, it will hamper your credibility. Besides, failing delivery isn’t the only impact, you may also have to face costly lawsuits.
So, highlight your strengths and the services that you can deliver. It will help you build a base of reliable customers.
3. Maintain Regularity in the Usage of Tools
MSPs provide various equipment such as printers, routers, switches, servers, and workstations to the clients. But they always do not maintain standardization when choosing the tools. This mistake costs MSPs more time and money.
Opting for standardization will allow you to follow similar updates and configuration processes through all software and devices. You can train your team fast and easily. Thus your efficiency will increase.
4. Keep Standardization in Services
We have mentioned the advantage of standardization in the tools and software. It is also workable in the case of services. So as a managed service provider, you must bring standardization into the services you offer.
Some MSPs provide more than three packs of services. However, it may create confusion for the customers, also it is difficult to maintain diverse service levels for all clients. So providing three to four service packs is the ideal way to successfully serve your customers.
It’s very crucial to maintain standardized solutions to deliver facilitated services because it ensures the efficiency of the service provided. So try to offer only your specialized services in limited and standardized packs. It will remove disorder and create a productive business environment.
5. Maintain Consistency
Businesses hire MSPs hoping for fast service delivery and maintenance of smooth functioning of their IT infrastructure. However, sometimes SLA breaches and unresolved tickets may cause terminated partnerships.
Therefore, it is crucial to concentrate on problem resolutions without SLA breaches. So proactively address your client’s IT infrastructure to bypass escalation of issues. It not only reduces downtime for the client but also enhances your brand credibility.
6. Keep Track of Your Performance
It’s crucial to keep an eye on your key performance indicators (KPIs). It helps evaluate the improvement of your business. The essential KPIs for new MSPs are revenue, average response time, billable/non-billable hours, and customer satisfaction. These parameters provide you with a clear view of your organization’s status and the areas that need improvement.
So you can remain on track as your business raises. You can also evaluate marketing efforts by measuring time spent, the effort put in, and the leads generated. Besides, you can measure sales success from the number of leads converted into buyers.
So you can measure these KPIs to know which areas are doing well and which are not. You will also get an idea about which areas need more focus to ensure better performance.
7. Don't Stress About Growing too Fast
We should eat what we can digest, and this rule is also applicable here. If you focus only on earning new deals without planning flawless delivery, it will create a state of mess. And you will end up with some unhappy customers and exhausted employees.
So it is crucial to focus both on sales and delivery equally. Moreover, MSPs often run out of required staff and hastily hire candidates. This move again results in a team with unfit people, and ultimately the delivery is hampered.
So always make strategic decisions to deliver better services to your clients rather than bearing additional work to grow fast. You can also opt for an outsourced IT help desk for MSP to ensure successful service delivery.
8. Ensure Appropriate Marketing Strategies
The right marketing plan is the most vital requirement for any business. Keeping a big sales team will not always help you get more clients. Instead, get an appropriate marketing strategy to get more clients. It may be advertising, social media campaign, or cold-calling, you need to decide which will work best for your business.
In the MSP business, there is huge competition. So service providers must be careful about making any mistake that will disappoint the customers. This post includes 8 such common mistakes that MSPs must avoid to ensure business growth. It will help you stand out in the competition and generate more revenue.