Imagine sitting in an operational meeting with your accountant. They are telling you about reconciliation and collecting receipts. They then tell you how many transactions took place and where they need clarification on spend. Bored yet? I am typing this and I am bored…
This is how your clients feel when attending your quarterly or monthly operational meetings on connectwise tickets. The SLAs and project status are important to YOU and they are kind of important to the business but the method in which you are portraying information is wrong. How do I know this? I have been an IT professional for over 20 years. Today many clients will ask me to sit in on meetings with their MSPs to help them understand what is going on. It truly is horrible, clients have just accepted that this is the way things are.
Lets go a bit darker now. The truly sad part is that even the account manager and techs are bored in these meetings. They are viewed as a necessary evil because someone told them that a MSP best practice is to meet with the client on a regular basis and give status updates. So here you are, in another boring meeting, wishing that it were time to leave.
“Everyone is miserable but you keep moving forward
because it is what you are supposed to do.”
Now lets flip the tables for a second, that is right, just grab the top and flip the whole thing over. Screw what you are supposed to do, let's talk about what you want to do.