Imagine placing a random bet. Would your disappointment be the same if you had a 90% chance to win and a 0.01% chance? What about sending a risky DM to someone you meet daily and feel like you have some chemistry with versus sending it to an A-list celebrity you like? Would your disappointment level be the same if they turned you down or left you on seen?
All disappointment stems from your expectations of the outcome, and this is something that can be adjusted through communication. Managing MSP client expectations is the key to delivering outstanding results.
Most clients know they need an MSP like yours, but they don’t know the specifics of what you actually do.
Even if they do understand your industry, your clients never have the in-depth understanding of the industry that you do. So, it’s not uncommon or unheard of for them to have unrealistic expectations of you or insist on incredibly high standards. Many businesses agree to anything in order to land a deal, only to find themselves in a scenario where they can’t possibly live up to these expectations.
Introductory Conversation Is Pivotal for Managing MSP Client Expectations
According to specialists from a renowned MSP staffing company, the sooner you start managing MSP client expectations, the better. The first conversation with a client isn’t just about sealing the deal – it’s about ensuring you don’t fall into a nightmare. If you don’t establish expectations immediately, you’re setting yourself up for future frustration. Clients often assume that MSPs will handle everything tech-related without limits, and that’s how you end up in a situation where they expect 24/7 emergency service at a bargain price.
Ask them what they want from your collaboration. Clients know they need an MSP but don’t always know why. They might say they want better security or faster response times, but what does that mean in practice? Are they looking for cybersecurity training, or do they just want someone to blame when things go wrong? You need to ask direct questions and clarify what their goals actually are.
According to people from an agency providing outsourced MSP service, you must explain precisely what you do. You’d think this would be obvious, but you’d be surprised how many clients have no clue what an MSP actually covers. If you don’t lay it out clearly, they’ll assume things based on their previous experience – or worse, based on some vague idea they got from an online article.
Be specific. Do you handle hardware repairs? Are you responsible for backing up their data? Do you have after-hours support? How are emergencies handled? If something breaks on their end, is it automatically your problem? Onboarding new clients is the perfect time to review these details and ensure no misunderstanding later!
Define the Scope of Your MSP Services Early
Lay out exactly what’s included in the agreement. Clients will assume everything is fair game if you don’t spell it out in black and white. Suddenly, you’re being asked to fix their personal laptops, manage third-party apps you never agreed to support, and handle security risks they created by ignoring your advice. If it’s not written down, it doesn’t exist, and that’s how you get into trouble. Be crystal clear about what you will and won’t do from day one. This is one of the most critical client onboarding best practices, as it prevents unrealistic demands from surfacing later.
Explain what’s outside your scope (and what it would cost to add it). Clients rarely understand what’s “extra” because all tech work probably looks the same to them. They don’t see the difference between standard maintenance and a full-on security overhaul. That’s why you need to explain that anything outside the agreed scope comes with additional charges.
Avoid vague terms that leave room for misinterpretation. If you tell a client you provide “IT support,” what does that actually mean? Does it include on-site visits? What about after-hours emergencies? If a server goes down, do you fix it immediately, or do they have to wait until business hours? Words like “support,” “monitoring,” or “maintenance” are too broad.
You need to define exactly what each entails, or you’ll be stuck in arguments about what was “implied” in your contract. This is a huge part of managing MSP client expectations because most disputes don’t happen over what was said – they happen over what was assumed.
Keep the Communication Channels Open
Having a dedicated point of contact for client questions changes everything. If a client doesn’t know who to contact, they’ll just contact whoever they find first, which can result in random calls, emails to the wrong department, and even support tickets for things that aren’t their responsibility. This especially happens during hectic times like rapid growth, when communication is even more critical.
Worse, if they feel ignored, they might start escalating problems unnecessarily. Assigning a go-to contact streamlines everything, ensuring concerns are directed to the right person from the start. Onboarding new clients should always include introducing them to their primary contact so they know exactly where to go when they need help.
Set a preferred method of communication early on. Some clients prefer emails, others live by phone calls, and a few might want to send messages through WhatsApp or Slack. The problem? If you don’t define an official channel, they’ll use whatever they find easiest, which can lead to lost messages or missed requests.
Be upfront about how you handle communication and why. If you’re using a ticketing system, explain how it works. If emails are preferred, make sure they know response times. Client expectations around communication need to be transparent to avoid frustration when they don’t get an immediate reply.
Be Honest About Timelines and Limitations to Set the Right Expectations
Set realistic timeframes for issue resolution. Clients hate surprises, especially when something they thought would take an hour takes a week. If you know a fix will take time, tell them. Overpromising just to keep them happy at the moment will come back to bite you later. If a security upgrade takes an entire weekend, say so. If restoring a corrupted server isn’t instant, explain why. A big part of client onboarding best practices is helping clients understand what’s possible and how long things actually take.
Explain potential delays and factors that could impact speed. Not all IT problems have instant solutions, and not all fixes are within your control. Sometimes, a client’s own setup is slowing things down. Other times, you’re waiting on third-party vendors or facing compatibility issues. The sooner you communicate possible obstacles, the better.
Clients don’t get frustrated because something takes time – they get frustrated when they feel left in the dark. This is why managing MSP client expectations means being upfront about the process instead of letting them assume a quick fix is always possible.
Let them know when you need their cooperation. You can’t fix everything independently, and some solutions require client input. You’ll hit a roadblock if they don’t give you access to their systems, respond to approval requests, or follow security recommendations. The problem? They often don’t realize they’re the ones holding things up.
Wrap Up
Managing MSP client expectations is the difference between a smooth, long-term partnership and a constant uphill battle. When clients know exactly what to expect (and what not to expect), there are fewer misunderstandings, fewer unrealistic demands, and way less frustration on both sides. It’s not just about explaining your services once; it’s about reinforcing those expectations through every interaction.
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