"Why do I pay you every month?"
The dreaded question of any service provider. So how do you combat receiving this potential question?
According to Harvard Business Review, it can be up to 25 times more expensive to constantly acquire new clients instead of keeping your existing clients on board by ensuring their happiness. And, more than 50% of customers switched service providers in a single year after poor customer service according to Accenture’s Global Consumer Pulse Survey. Sounds like the obvious approach is to make sure you have happy clients.
Based on the stats, we decided to spend a few weeks meeting with our fastest growing partners. We uncovered 3 key reasons why they are using BrightGauge to keep their clients happy and engaged.
Sharing That You Provide Top Notch Service
At the end of the day we are all in the client Service business and you as a MSP just happen to use technology to provide that client service. Your clients are counting on you to provide the very best support possible and expect you to deliver on what you promised. By sharing with your client all the tasks you have accomplished during the previous month it allows you to highlight the tactical impact you have on their business.
Become A True Partner, Not Just a Vendor
Technology is at the center of everything we do and as MSPs you provide an incredible service that enables companies to function on a daily basis. Our partners prepare and deliver their client’s reports and use that as an opportunity to have conversations with the decision makers on how their technology is performing. These conversations allow you to “Move Up The Stack” which is one of the key lessons we shared in our Sales Best Practice Webinar.
Show Them The Information They Want, When They Want It
Your clients are already getting bombarded with emails and status updates from every vendor, partner, software, company they interact with. So a great way to differentiate yourself is to customize the information you are sending your client and the frequency that they receive it. By taking the time to understand what they are looking for and provide them that information when they want it, it will make you stand out above the crowd.
To learn how Client Reporting can make a huge impact on your business check out our free webinar where we discussed how Client Reporting is a key pillar in the area of Customer Success.
