Stuart Selbst, Industry Veteran
“Customer Success Starts with You”

About This Episode

Stuart Selbst joins us in today’s episode to discuss the customer experience and steps we can take to have long-term success.  We begin the discussion talking about Stuart’s path from corporate IT, to MSP, to MSP Coach, to Vendor, and back to MSP.

We talk about the customer journey and how important it is to stay in front of your customers to drive long-term success, but that also requires the right individual to lead the customer relationship.  We talk about a solid customer relationship breeding loyalty and financial reward for the MSP as the relationship becomes the gift that keeps on giving.

Stuart discusses how he had a client that he built such a strong relationship with that they asked to increase their fee.  They looked at the value given and the long term need, and quickly realized they were not paying enough to ensure that the MSP (their trusted partner) would be there when called upon.

Robb shares how right now the hunters are looking for vulnerable relationships as COVID rages on.  These relationships can be ripe for the picking.  Stuart talks about how you can re-enagage with your clients and change perception.