Comments on: What should an MSP do when clients want to haggle on price? http://smbitpros.com/2008/05/05/what-should-an-msp-do-when-clients-want-to-haggle-on-price/ a resource for managed service providers and other small business IT professionals Thu, 28 Aug 2008 06:29:10 +0000 http://wordpress.org/?v=2.3.1 By: Mike http://smbitpros.com/2008/05/05/what-should-an-msp-do-when-clients-want-to-haggle-on-price/#comment-200 Mike Thu, 08 May 2008 04:16:53 +0000 http://smbitpros.com/2008/05/05/what-should-an-msp-do-when-clients-want-to-haggle-on-price/#comment-200 Yeah, feedback isn't always easy to hear - that's for sure! This can be a tough business in that regard; people expect miracles. Josh and I will post some metrics on our new site. We regularly measure hold times, abandoned calls, resolved on first attempt, Net Promoter Score, etc. It will be interesting to compare with others in the community. Yeah, feedback isn’t always easy to hear - that’s for sure! This can be a tough business in that regard; people expect miracles.

Josh and I will post some metrics on our new site. We regularly measure hold times, abandoned calls, resolved on first attempt, Net Promoter Score, etc.

It will be interesting to compare with others in the community.

]]> By: jeffa http://smbitpros.com/2008/05/05/what-should-an-msp-do-when-clients-want-to-haggle-on-price/#comment-193 jeffa Tue, 06 May 2008 04:42:36 +0000 http://smbitpros.com/2008/05/05/what-should-an-msp-do-when-clients-want-to-haggle-on-price/#comment-193 Hi Mike, We use many of the same metrics that generalist IT shops use since we provide basic infrastructure and help desk services. We are constantly look for ways to improve client satisfaction. We've been lucky enough to have clients that are upfront and give feedback, even when it's not easy to hear. On the flip side they recommend us, so we're doing something right. We're really interested in your new reference site. Hi Mike,
We use many of the same metrics that generalist IT shops use since we provide basic infrastructure and help desk services. We are constantly look for ways to improve client satisfaction. We’ve been lucky enough to have clients that are upfront and give feedback, even when it’s not easy to hear. On the flip side they recommend us, so we’re doing something right.
We’re really interested in your new reference site.

]]> By: Mike http://smbitpros.com/2008/05/05/what-should-an-msp-do-when-clients-want-to-haggle-on-price/#comment-184 Mike Mon, 05 May 2008 04:32:47 +0000 http://smbitpros.com/2008/05/05/what-should-an-msp-do-when-clients-want-to-haggle-on-price/#comment-184 Hi Jeff, We've got metrics out the ying at Everon - what are you looking for in particular? It would be interesting to compare a generalist like Everon vs. a specialist like your firm. FYI - we'll be launching a new site soon with all kinds of reference materials, stats, and training info because we feel there is such a lack of good materials out there. Mike Hi Jeff,

We’ve got metrics out the ying at Everon - what are you looking for in particular? It would be interesting to compare a generalist like Everon vs. a specialist like your firm.

FYI - we’ll be launching a new site soon with all kinds of reference materials, stats, and training info because we feel there is such a lack of good materials out there.

Mike

]]> By: jeffa http://smbitpros.com/2008/05/05/what-should-an-msp-do-when-clients-want-to-haggle-on-price/#comment-183 jeffa Mon, 05 May 2008 03:57:51 +0000 http://smbitpros.com/2008/05/05/what-should-an-msp-do-when-clients-want-to-haggle-on-price/#comment-183 Very helpful and inspiring site, guys. This is a little bit off topic but can you recommend any reference materials regarding service metrics? We have our own but want to learn what is out there. Thanks Jeff Very helpful and inspiring site, guys. This is a little bit off topic but can you recommend any reference materials regarding service metrics? We have our own but want to learn what is out there.

Thanks
Jeff

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