The Secret Recipe To Building A Successful MSP

By Stuart_R_Crawford
In MSP Coaching
June 3, 2013

Stuart R. Crawford / Stuart Crawford

MSP Client SuccessTake care of your client and their needs.  Here is a proven strategy of what you need to do within the first three months of bringing on any new client.

The First 100 Days: How To Retain Your MSP Clients

Why do some managed service provider disregard their clients after they’ve agreed to do business with them? Many will hand a client over to an account manager immediately after they’ve acquired their business. This certainly isn’t a good way to retain your clients and not a practice we recommend to our Ulistic marketing and sales clients.

Joey Coleman, Design Symphony’s Chief Experience Composer, discovered a solution for enhancing satisfaction among your managed services clients. Here’s Coleman’s solution to retaining and building stronger relationships with them:


It’s important that you find new clients, however, it’s equally important to maintain the relationships you’ve got with your current clients.

Coleman created the “client life cycle,” which includes:

  • Knowledge
  • Consideration
  • Awareness
  • Selection Trial
  • Loyalty
  • Satisfaction
  • Advocacy

Coleman specifically focuses on Satisfaction, which eventually leads to the critical importance of Loyalty and Advocacy. He puts a lot of focus on making the client feel welcome and engaged.

Within the first 100 days of a relationship, a client has typically made up their mind about their service provider. Long-term business can be achieved by paying special attention to customer satisfaction.

To increase your client’s satisfaction, follow Coleman’s Tactical Plan:

  1. Investigate

Focus on the humanity aspect of your client relationship; visit and participate in their LinkedIn and Facebook profiles. Don’t let your clients become just another customer added to your database.

  1. Personalize

When conversing with your client, speak about topics that are relevant to them. Show an interest in them personally; for example,  you might consider asking them about their interests and hobbies.

  1. Surprise!

Send a “hello” to your client every now and then; check-in with them and show them that you appreciate their business. You could even send them a surprise gift via email, mail, phone, video or in person.

According to Coleman, create two or three moments of joy for your customer within the first 100 days of your relationship and this will result in a more successful and beneficial long-term relationship.

Is your MSP struggling to find new business?  Are you looking for great new ways to help grow your MSP business?  Ulistic can help.   Attend one of our upcoming workshops in Calgary, New York or Chicago this summer and experience a refreshed and simple approach to building a managed services business.

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