It is more and more critical everyday to provide a high level of customer service along with technical support to small businesses. Increasingly your people will need to be service / business people rather than technicians to in order to survive working with Small businesses.
Over the years we have consistently hired for cultural fit (service orientation) as well as people skills above technical skills and it has paid dividends in the form of client retention.
I truly believe that technical skills are the easiest piece of the three to teach someone.
We say it frequently, we are first and foremost a service business, we just happen to be phenomenally good with this technology stuff! This is an attitude that MSPs need to embrace in their organizations if they hope to survive.
JC
