The best MSPs don’t just sign contracts and then anxiously await calls or messages requesting their services; they take matters into their own hands and give their customers enough knowledge to handle the most basic tasks on their own. It all goes back to that saying, “Give a man a fish and you feed him for a day; teach a man to fish and you feed him for a lifetime.” Rather than dealing with issues as they arise, proactively preparing your clients for IT management and troubleshooting means less work for you and less hassle for them.
Here are 5 ways you can teach your clients to fish, so to speak.
1. Invest time in onboarding
Devoting a few hours to a tutorial on a new client’s IT infrastructure, either on-site or through virtual meetings with screen-sharing, can save you months or even years of needless conversations.
2. Explain what you’re doing while you’re doing it
When you’re asked to solve problems that don’t require extensive technical training, let your clients know what you did so that they can do it next time without your help.
3. Create a comprehensive support page
To avoid being asked the same questions repeatedly, you can post resources online like articles about managing your IT environment, troubleshooting guides, and Q&A forums with public answers for people with the same questions to read.
4. Keep your clients updated
Through a newsletter or any form of regular communication, let your clients know about any changes you’re undergoing so that they can be prepared. For example, if your office will be closed for vacation, give them a heads up so they can ask questions in advance, or if you’re using a new monitoring system, let them know how it will affect them.
5. Host training courses
These can be held online in the form of webinars, on-site with a client, or publicly to draw potential clients in. When you provide education without extra charge, your clients will feel like they’re getting more value out of your relationship when in fact you’re saving time as well.
It’s easier to retain clients than to acquire new ones, and your customers will be more likely to stick around when they’re gaining knowledge as well as technical support and doing less work as a result. And, after the initial learning curve, you’ll be doing less work as well. It’s a win-win.
Since we like to take our own advice and spare ourselves and our clients time, you can head over to Panorama9’s support page or register for a free trial to learn more about using our reporting MSP dashboard.
As always, we’re here to help our clients — and to help you help yours.