Special From IT By Design

Must-do for MSPs – Building Rapport with Customers in the New Normal

All MSPs know that building a great rapport with customers is the key to retaining them, elemental to successfully running an MSP, especially in today’s economy. However, in most cases, that’s easier said than done. Building relationships is easy to theorize but can be difficult to achieve.

1. Share their priorities: Rapport is all about finding common ground and being on the same wavelength as your customers. To share their priorities, actively listen to what your customers have to say and look for shared experiences.
2. Enable two-way communication: In the age of automation and remote access, personal relationships still differentiate and drive customer retention. That’s why Quarterly Business Reviews (QBRs) is one of the best communication tools any MSP can use.
3. Stick to your promise(s) to create trust: Trust builds rapport. And, to build that trust, you must keep your commitments and always follow through. Be careful not to make promises you might not be able to fulfill.
4. Close each QBR on a positive note: Some customers may want to turn each interaction into unpleasant venting sessions. Anticipate this and be prepared. Setting a weekly review is your opportunity to make a high-impact impression and answer this question with humility and confidence.

Next Steps:

• Struggling to hire the right MSP talent? Learn how ITCubed scaled their MSP business with ITBD
• 10 Questions to Ask Your MSP Talent Partner: Finding the right talent at the right time is one of the biggest challenges growing MSPs face. Download our whitepaper for guidance.

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