Operational processes is key to business success

By Stuart_Selbst
In MSP Coaching
November 19, 2013

Stuart Selbst / Stuart Selbst

Blog_6SigmaWe hear it all the time from prospective partners; we need help increasing sales. When we hear that, the first question we ask is, “How are you going to support those new clients?” Generally this is followed by dead silence from the MSP. Typically the MSP tells us about their RMM and PSA tool. That is great, but what is your process or workflow? Many times the MSP doesn’t have a workflow or support process.

Without a support process, there is no way that you can successfully support more clients. Sure you can sign them, but you will fail because you will not be able to meet the expectation you are setting with the client.

We work with MSPs all over the United States. When we go on site for the first time we spend a minimum of 3 days working on building a rock solid support and workflow process. You may feel you already have a great process to support your clients. You have ConnectWise or Autotask, you work in the tickets and get the client’s issues resolved. To that I say great, you are working the ticket. What about escalations? What about issues that are above your team’s skill set? As a business entrepreneur you need to be able to see the road ahead. Like the Great One, Wayne Gretsky said, “I skate to where the puck is going to be, not to where it has been.”

There is a process to supporting your clients successfully. There is also a process to marketing, sales, hiring, choosing a vendor etc. At Stuart Selbst Consulting we focus on process development for the MSP business. Our consultants take the Six Sigma approach to processes development based on the goals of the business or individual. If you are ready to put process development to work in your business, call us today. Let’s see if we can help you. With our help, you will get your business to where you want to be.

A major benefit of working with Stuart Selbst Consulting is our 2 partner meetings each year. With that, I am proud to announce the 2014 Spring Partner Meeting registration is open. The meeting will take place in beautiful Sedona, AZ. Check out the web page to find out about all the cool stuff we are planning for this meeting.

We hope to hear from you and see you in Sedona.

All the best in success,


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