How to Lose Customers in MSPs – Part 1
Today, managed service providers provide valuable services to businesses. They specialize in remote IT management. Sometimes we get too focused on finding the best rmm solutions that we forget to give our primary reason for being in business: the customer. All of your hard work, study, and effort will be in vain if you don’t have customers. This three-part series will discuss how to lose msp clients. It will also address some of the most pressing customer problems that msp companies face in the 21st century. Today, we will be discussing customer service and how you treat customers. Here are four ways to make clients feel alienated and want to fire your staff.
1. Believe that you can be RMM Solutions Inc by yourself
Perhaps you believe you can be the best in your field without any help from customers. It’s possible. However, it is also possible that a man will approach your street tomorrow and offer you a million dollars tax-free, just because he likes your looks.
Listening to customers is one of your most important skills. Unfortunately, many people ignore it (often with disastrous consequences). You need to listen, regardless of whether you are an msp or a major corporation with global reach. Unfortunately, many msp are willing to “RMM Solutions Inc” even though they don’t know what it takes.
Even if you have an automated service desk, it is worth taking the time to listen and let customers know that you care. How can you do this when you have a full schedule? You can respond to trouble tickets quickly by calling or emailing the customer to let them know that you are aware of the problem and will do everything possible to fix it as soon as possible.
People want to feel that they are more than just another face in the crowd. Even a simple phone call, text, or email can help to soothe and create a positive image for your business.
Other positive things can be achieved by listening. Listening can help you discover the needs and expectations of your customers. You will be able to deliver the best service possible and might even become RMM Solutions Inc.
2. Break Some Promises
Did you ever promise a customer that you would call back to check on a situation, but then failed to do so? You may be busy or have an urgent matter at home. But, put yourself in the shoes of the customer. You make the other person feel small and unimportant if you break a promise. This will not provide any rmm solutions for either you or your customer.
3. Tell customer A that you are busy with customer B
This mistake is common and can prove costly to customers. You may be busy with many customers, but it is not going to impress anyone to tell them that you must take care of another customer first. It’s the same as saying “you aren’t as important as the other customers”. This type of treatment is not likely to lead to rmm solutions but will cause significant problems over time.
4. Do not ask for customer opinions
Perhaps you believe you can trust your staff and provide everything your customers require. You might even consider renaming your company RMM Solutions Inc, but your customers may feel you should be called RMM Problems Inc. You should find out why your customers are negative about you in order to take corrective action.
Why should you care about what your customer thinks? These are just a few reasons to care.
- Customers polled can reveal problems that you don’t know about.
- Employees may not be able to give you an impartial opinion.
- Learn new information about your business.
- A roadmap may be provided to help improve service.
- Your company can deliver the promised rmm solutions.
If you want to be successful in managed IT services, these four mistakes are the best. There is also good news. It won’t cost you anything extra to eliminate these problems or take better care of customers.