There are no spheres in life where everything runs smoothly all the time. Every now and again, you need to have “the talk” with your client, and MSPs are no exception to this rule. In fact, this is one of the biggest MSP challenges that, sadly, a lot of decision-makers don’t know how to handle.
So, what are some of the best practices for MSP executives who have to manage a difficult client conversation? How do you set up “the talk” and walk away with your relationship either unharmed or even stronger than before the conversation? Let’s find out!
Manage Your MSP Clients’ Expectations From the Start
If someone got mad because you promised something you knew you couldn’t fulfill, you have no right to play the victim. This should be clear to everyone. Let’s take it one step further and say that the same applies even in scenarios where you’re unsure if you can deliver on what you’ve promised.
There are also scenarios where you clearly see that your clients expect you to do something you know you can’t do. So, you don’t outright make a promise, but you see that they expect it, and you do nothing to dispel this misconception in hopes of closing a deal.
Lastly, in some scenarios, you are responsible for clearing the air from the very start. It’s like ambiguity in contracts – they’re usually the fault of the party making the contract, so why not just add an extra sentence or two and avoid the ambiguity altogether?
For instance, the people behind an MSP staffing company know exactly where they had trouble with their previous clients. They can leverage this knowledge to avoid future confusion, such as a conversation like: “Hey, so that you know, we don’t do X. Our previous client expected we did, but we don’t. Are you okay with it?” Takes seconds, and it saves you so much trouble.
One of the biggest managed services challenges is that many clients don’t know what they’re getting. Managed service providers differ from traditional outsourcing in that you’re more integrated into the client’s business operations. In other words, it’s somewhere between outsourcing and being an actual (traditional) department in their company. Explaining the distinction early can help clarify what they can expect from you.
Most importantly, if there are functions that require additional fees, tell them in advance.
Stay Transparent with Timelines
When discussing timelines, it’s important to be honest. If something takes three months, don’t say two just to keep the client happy. Overpromising leads to disappointment, so stick to realistic deadlines, even if it means managing their expectations about longer delivery items.
Unforeseen delays happen, but you can keep frustration to a minimum by explaining why a delay might occur. Whether it’s a supply chain issue, technical glitch, or unexpected client request, sharing this info helps the client feel informed and keeps you accountable.
This is especially important for MSP staffing services, where if the staff doesn’t deliver on time, the staffing agency will take direct blame. In the business world, people are supposed to be data-driven, but they’re still people, and their desire to get to the bottom of things is often overshadowed by their desire to avoid difficult conversations or take accountability. (we’ll talk more about this later).
For you, this means that the client might just ignore all the external factors that led to an unwanted outcome and assume that it’s a human factor that caused all the problems (it’s your fault the results are coming late).
The key to maintaining client trust is underpromising and overdelivering.
Previously, we’ve listed managing expectations as one of the biggest managed IT service provider issues, but there’s no point at which this is more important than when discussing deadlines. Setting achievable goals and delivering them on time builds a positive, long-lasting relationship with your clients.
Break large projects into smaller milestones and keep clients informed at every step.
Regular updates not only reassure clients that work is progressing but allow for feedback along the way as well. This makes clients feel included and gives them a sense of control over the process.
Focus on Solutions, not Blame
When problems arise, it’s crucial to acknowledge them as soon as possible. Don’t wait for the client to bring it up (proactively addressing the issue shows that you’re aware and ready to take action). Clients appreciate transparency, and it sets a positive tone for resolution.
Once the problem has been acknowledged, don’t dwell on it. Quickly shift the conversation to how you plan to fix it. Clients are more interested in what’s being done to resolve the issue than in hearing about how it happened. Focus on practical, actionable solutions.
Staying objective-driven is one of the biggest MSP challenges. Why? Well, mostly because while it sounds easy to just stay focused on the problem at hand, this is only the case when it’s a hypothetical and theoretical issue that’s the matter. In a real-life scenario, you won’t accept the decline in your service quality as just an objective fact; you might take it personally, making it hard sometimes to stay composed.
Clients want to know how you’re going to make things right. Walk them through the steps you’ll take to address the issue, whether it’s troubleshooting, replacing faulty hardware, or adjusting the project plan. Having a clear action plan gives them confidence in your ability to resolve the problem.
It’s important to reassure the client that you’re fully committed to solving the issue. Let them know that you’ll continue to monitor the situation until it’s completely resolved. Your dedication to the outcome can help calm their concerns and strengthen the client relationship.
Be Prepared with Data
Now, you need to understand that while you do want to have robust data, you don’t want to lead with it. Your clients value clear, simple language with a warm human touch that makes them feel safe – not just cold data. It’s like people who believe that the economy is in shambles despite the fact that their living standard hasn’t declined in the slightest.
Keeping relevant data in your head, or folder without bringing it up without context is one of the major MSP challenges. You have the numbers; you want to use them to brag or protect yourself, but being too forward with it could be seen as too defensive. Knowing when to use your strongest arguments is a soft skill that’s almost as important as your eloquence.
To make the long story short, this dataset on your side is like your armed forces. They need to be strong and reliable, but you really, really hope that you won’t have to use them. Why? Well, when it comes to the scenario where you have to stand behind data, chances are that the trust between you and the client has already eroded.
This also helps you with the timeline. If something is taking longer than expected or a particular decision has been made, having data to back it up makes it easier for the client to understand it. Whether it’s load times, error rates, or productivity metrics, numbers provide a solid foundation for any explanation.
Clients may worry if they can’t visibly see the work you’re doing. Sharing performance metrics can provide them with tangible evidence of your efforts. Whether it’s uptime stats or security reports, these numbers help clients feel assured that things are running as they should be.
Navigating Difficult Conversations Is How You Build Your Reputation as an MSP
The reason why this is one of the biggest MSP challenges is because it shows your clients how you perform under pressure. Some people are difficult for no reason; it’s just their character, but the majority of your clients are not. They want their problem resolved, their worries dispelled, and their complaints heard. It’s really the least you can do. Now, you at least know how!
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