About This Episode

In this episode of MSP Business School, hosts Brian Doyle, Tim McNeil, and Robb Rogers sit down to discuss how MSPs handle issues and how to best approach your clients when conflicts and problems inevitably arise. They talk about how to get in front of a problem, reminding us that “bad news doesn’t get better with age,” and that the best way to ensure your client feels taken care of is to communicate early and often.

1:15 – The hosts explore how the way an MSP handles a conflict or a problem dictates the long term success of their relationships with their clients. They discuss how hiding behind your engineers and hoping they find a magical solution before approaching a client causes more harm than good, and Brian gives an example of how to talk to a client when dealing with an issue that has affected their business.

6:16 – Robb shares the pillars of success that he built his sales career on, explaining how communication is more important than a solution, and he and Tim emphasize the importance of making the client feel that you care as much about the issue as they do.

8:34 – Brian offers a real life example from his time running an MSP and the overwhelming success they experienced by getting in front of a drastic issue and communicating clearly throughout the crisis.

10:11 – Brian shares that most people fail in the area of post-crisis resolution. He goes into the importance of the follow up and gives examples of how to ensure you begin to rebuild your relationship and, most importantly, trust with your client.

15:50 – The hosts stress the importance of communicating with your clients in order to make sure their trust in you remains intact. Tim closes by reminding us that no one ever got fired for over-communicating.