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Migrating a Customer to Your Business from Another MSP

<p>When a customer decides to jump ship from their existing managed services provider (MSP) to you, it usually is not an amicable situation with the other MSP. There are many things that need to be considered, including the potential that the other MSP could become hostile once they know they are being fired. Here are a few of the things to plan and look out for when this situation … [Read more...]

How Do You Keep Your Techs Engaged?

<p>Keeping employees engaged is a struggle all businesses deal with. IT service firms have a large percentage of technical employees with unique motivators. To engage and retain technical employees, keep the following considerations in mind.</p> <h3><b>Have a Purpose</b></h3> Read More … [Read more...]

What Skills Levels Should You Hire at and When?

<p>There is no one-size-fits-all answer to the above title question. However, we <i>can </i>provide some tips to help you figure out what works best for you.&nbsp;</p> <p>There are two main things to consider:&nbsp;</p> <ul> <li>Where is your gap?</li> <li>What are your resources?</li> </ul> Read More … [Read more...]

How Do You Get Your Customer to Buy into Hardware Upgrades

<p>In general, there are two reasons to upgrade or replace hardware outside of a direct customer request; the first is performance and the second is security. Performance issues cause losses in productivity that, if not quantified, the business owner may not realize how much they’re losing. Security is top of mind for many business owners today, but it may still be hard to justify the … [Read more...]

How to Offboard a Customer

<p>During the life of your MSP, there will come a time when you need to offboard a customer. There are a variety of reasons why, but regardless of the circumstances, a well-orchestrated transfer makes you look professional and leaves the door open for the future.&nbsp;</p> <p>So, what can you do to make sure you are offboarding well?</p> <h3><b>What are the … [Read more...]

3 Ways to Say Goodbye to a Problem Customer

<p>For many entrepreneurs, having the laser focus to identify a customer that is not a good fit for their business model is not always on their list of priorities.&nbsp;However, the most profitable MSPs know who their ideal customer is and steer clear of those that aren’t. Read More … [Read more...]

3 Ways to Say Goodbye to a Problem Customer

<p>For many entrepreneurs, having the laser focus to identify a customer that is not a good fit for their business model is not always on their list of priorities.&nbsp;However, the most profitable MSPs know who their ideal customer is and steer clear of those that aren’t. Read More … [Read more...]

Why Properly Documenting Non-Technical Conversations and Decisions is Essential

<p>If you’ve read any of my articles, you’ve probably guessed there’s a theme running through many of them—that theme is “setting expectations.” If you’re good at setting expectations with your customers, your business should benefit.</p> <p>An often overlooked, but vital, part of setting expectations is documenting those discussions. Some of the discussions can have significant … [Read more...]

Why Properly Documenting Non-Technical Conversations and Decisions is Essential

<p>If you’ve read any of my articles, you’ve probably guessed there’s a theme running through many of them—that theme is “setting expectations.” If you’re good at setting expectations with your customers, your business should benefit.</p> <p>An often overlooked, but vital, part of setting expectations is documenting those discussions. Some of the discussions can have significant … [Read more...]

Should You Give Your Clients Gifts Over the Holiday Season?

<p>When I owned my managed services provider (MSP), I made a special point to thank my clients for their business every year. This came in the form of holiday cards and gifts since it’s a simple way to say thank you at the end of the year. Showing customer appreciation is crucial in the MSP business because it helps build long-term customer relationships.</p> Read More … [Read more...]