At first this may seem like an obvious thing but you would be surprised how many people I speak with that have no documented repeatable service processes. There are a lot of good MSPs out there getting by with a few account managers or business developer / relationship people. The problem is when you ask them what their systems are to ensure that each client that comes through the door experiences great service they do not have an answer. All too often it is left up to the relationship person in the company to decide what they do for a client and when – this is not a recipe for success.
If you assume all your people are doing just fine with no process or solution delivery roadmap to follow you are going to severely limit your ability to retain clients, your ability to develop more people into these critical rolls, and ultimately your ability to grow your organization.
At Everon we focus on teaching our people a systematic way to build relationships, gain the trust and respect of the business owners we work with, and ultimately establish themselves and Everon as a thought leader in the small business technology world.
Yes your people can all be left to their own devices to figure these things out but wouldn’t it be better to know that there was a systematic process everyone was following to ensure their success?
I don’t know about you but I sleep better at night knowing that we have processes in place.
Josh
