5 Rules of Engagement That Successful MSPs Follow Every Day

By David Weeks

A managed service provider’s success is determined by many factors: Start each day with a game plan. Constantly refine the growth strategy while looking for new ways to better serve customers. Focus on building client relationships, delivering value and staying ahead of industry trends.

For MSPs just getting started, here are five rules of engagement that elite service providers follow every day:

1. They Aren’t Afraid of the Cloud: Many organizations are still struggling with the cloud — especially with how to best manage it. They’re looking for trusted advisers who can simplify onboarding and management processes while keeping their valuable business data safe and accessible as security threats loom large. That’s why top MSPs, along with other industry experts, say cloud and hybrid IT have the potential to open up more business for the channel — not less. Cloud has transformed IT, clearing the way for new managed service revenue streams. 

2. They Turn to Technology in Their Own Businesses: Using remote-control capabilities, MSPs can address issues directly on a client’s desktops, performing their work virtually and in real-time. In this way they also avoid the delays that are typically required when traveling to a client’s on-site location and can get the job done in less time — which means more profitability while still owning the end user experience. Best of all, customers get the services they need, when they need it. By alleviating the challenges that cause the greatest IT headaches throughout the workday, the provider is able to free up clients to focus on managing their businesses and planning for the future. At the same time, when MSPs make use of IT automation, they gain standardized delivery and scalability across their services along with time savings, greater profits and efficiency — all essential ingredients of a growing managed services practice.

3. They Put Customers First: Experienced MSPs know that it’s vital to keep the client relationship strong with consistent communications. They address issues quickly, before things spiral out of control, from both a technology standpoint and a communications perspective. Whether it’s calling the customer or emailing, they aren’t afraid to initiate a conversation. They also know that their No. 1 job is creating success for their customers. That means doing what it takes to support customers in their goals, both personally and professionally. From growth to profits, productivity, revenue per employee and more, every client is striving for something, and elite MSPs know how to tailor their services to help customers get where they want to be.

4. They Cut Ties When They Need To: When a customer contract is up for renewal, should you renew, renegotiate or part ways? This is an area where many MSPs have trouble, and as a result, they keep themselves from growing. For troublesome clients, many MSPs simply close their eyes because the idea of losing business doesn’t sit well. But some customers are worth dropping. If a customer account is a money-loser because the MSP ends up doing more than anticipated outside of the agreed scope of work, the decision is obvious. It’s time to walk away. That is, unless the customer recognizes all the work that’s been put in and is willing to reward the MSP with higher fees. Keep in mind, however, that customers in the habit of asking for more than they pay for aren’t the most reasonable when renegotiating fees. Have a defined minimum client qualification for service process to avoid these costly mistakes.

5. They Reward and Train Employees: Your employees are the face of your organization and mean everything when it comes to customer retention. At the same time, we all know that, in the IT sector, finding good employees is challenging. Retaining talent is even more difficult. That’s why elite MSPs go the extra mile by rewarding valuable employees and giving them ongoing opportunities for growth. A big part of this is encouraging training and certifications — and covering the costs as well. Regular performance reviews, combined with a fun and dynamic workplace, will keep your team happy and engaged.

As you look to grow your business, it doesn’t take a rocket scientist to get it right, just some accountability, focus, a desire to keep learning and a true commitment to serving your customers. Elite MSPs have figured out the secret to success. Now it’s time to make your move.

David Weeks is global channel sales manager for SolarWinds N-able. In that role David works closely with the company’s top-tier partners and major accounts worldwide to understand their needs, provide insight into current market conditions, and offer strategic sales and marketing recommendations. A regular presenter at the company’s global and regional summits, David is passionate about ensuring the success of SolarWinds N-able’s partner base.