If you are an MSP providing managed services to the small and medium-sized business marketplace (SMB), then this lesson is particularly important to you.
When we provide IT support to our clients, we always seek to gain first position over the first 90 days - it’s our number one objective.
What does gain first position mean?
It means to become the first person your client thinks of when they think about anything having to do with technology. In fact, we joke at Everon that if the client is thinking about anything that has electricity running through it, we want them to associate it with us!
Why is this so important?
Because if you get in this deeply with your clients - if they see you as THE resource to turn to when they need help with technology - your business becomes much more valuable and resilient. Valuable because your clients will bring more opportunities to help them to your door, and resilient because they will value the relationship so much that they’ll be much more forgiving for small mistakes in your service delivery (not that you have any of those!).
How do you make sure you do this effectively? Make it a process so you don’t leave it to chance. At Everon, this means our CTO’s follow a series of steps that ensures frequent touchpoints with our new clients and almost guarantees that we will be adding a lot of value in the first 90 days of doing business with them. Just like any relationship, if you get off to a good start early, you are in a much stronger position for the long run!
MRC
