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People have to realize that relationships matter no matter what industry you’re in. If you can understand that, then you’ll be much more successful. It’s the same for MSPs. Relationships are extremely important for both you and your clients.
MSPs are known for going in and fixing technology while the person isn’t at their desk. But, does the MSP actually know the person or why they need their computer fixed? Do they know what they do at their business? These things are way more important than you may realize.
As you go about your business, you should be deliberate about building relationships with your clients so that you can be the best asset for them and so they trust your advice. It all goes back to strategic engagement — you don’t have to be an expert in your customer’s business, they’re already the expert in that. If you’re only engaging with the end-users when they’re not around and simply fixing the technical issues they are having, then you’re missing out on the opportunity to connect with them. We need to open ourselves up a bit because, when we do that, we begin to foster the business-focused relationships as well.
You may not see the value in these relationships, but trust us — there is extreme value! If you are not choosing to interact with your customers, you may be missing out on opportunities for bigger projects. The information that you learn from conversations can open up the flood gates for future projects and the trust that you have with clients who you have relationships with will help and your clients succeed.
Let’s look at doctors as an example. If you have a regular doctor that you go to a couple times a year for regular checkups and other types of appointments, then you have a relationship with them. They know about your history and they understand what has worked for you in the past, which helps them know what coud work in the future. You are most likely going to feel more comfortable and trusting with this doctor rather than an urgent care doctor that you only go to when you’re not feeling well or something needs checked out. The relationship and understanding that the regular doctor has with you is valuable.
This is not just just something that you have to feel obligated to do. It’s going to pay back by allowing you to accomplish more by knowing the person you’re working with or working for.
Now, there are going to be people that you don’t match with culturally, and that is good to know. You can help those people out by finding an MSP that will match their style of relationship or company better.
Besides the abstract value relationships bring the table, they have very concrete dollar amount attached to them as well. If your client knows you and you have a relationship with them, your suggestions for products and solutions will be more likely to be put in place. Your clients will be more likely to spend the money on something that you believe will help them because they know that you are on their side. This is valuable!
Ultimately, MSPs have to decide what types of relationships you want so you and your clients can get the most value out of them.