Apple Podcasts: https://apple.co/2NHRRDl
Welcome to the second part of PitchIT with Sean Lardo of ConnectWise! We’re diving deeper into our IT world and how to provide your service to clients.
For those of us who work in IT, we know that our industry is ever-changing and growing. However, the growth that we’ve seen over the last few years has been exponential. When Covid hit, our services had adapt and expand in ways we did not anticipate. People had to stay home and run their businesses while out of the office. Innovation wasn’t what we wanted. It was what we needed!
Serving our MSPs is, of course, always at the forefront of our work. But how do we ensure they have the resources and understanding needed to do their jobs? The answer is simple, and ConnectWise has broken it down into 3 promises they make to their clients.
Be easy to work with
Invest in partner growth
Bring more innovations faster
Being easy to work with sounds simple, but it’s more than being friendly and showing up with a smile. You need to know your clients’ needs and develop solutions they can understand. Your clients deserve to know your company’s value and how it betters them. When people think of IT, their first thought is cybersecurity. But MSPs work with everyone from mechanics to bakeries by providing services from HR automation to accounting. Understanding what your clients want and need makes it easier for everyone to achieve their goals. Make it a point to know your clients and be personable! Ask them about their weekend. How’s the family? Let them know you care and are genuinely invested.
Investing in partner growth helps your client achieve their goals and keeps ongoing business by building stronger relationships with your customers. At MSPL, we believe in conversations, not presentations. Before meeting with a client, send them an agenda with your understanding of their needs, how you can address them, and how to move forward in the future. It tells your clients you are listening, invested, and have a firm grasp of their goals. Don’t use your PowerPoint or slides as the basis of your meeting. Use it to keep the conversation on track and address the topics that need to be discussed. An hour-long conversation should only require 20 minutes of slide show presentation. Tailor your conversations to your clients. Showcase your understanding of their needs, that you’re invested and how you can be of service.
Your clients want results, and they want them now! When you talk to your customers, you’re telling a story. Let them know how far they’ve come, where they are now and what the future holds. Each conversation needs to be better than the last. It allows your client to see how quickly you’ve improved their organization, where they are now, and the potential yet to come. Know your vertical, your space, and own it! New IT companies sometimes get into the pitfall of, “We can do anything!” but that’s not necessarily true. Sometimes a request goes beyond the scope of your abilities, and that’s OK. Be honest with your clients and help them find another venue to fulfill their needs, even if that means sending them to your competition. It shows the clients that you care and want to get them the best results as soon as possible.
Serving clients is the primary goal of any business, IT or otherwise. By being easy to work with, investing in partner growth and bringing more innovations faster, you are setting yourself and your customers up for success!
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