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Operational Processes Are Key to Business Success

Stuart SelbstBy Stuart Selbst

We hear it all the time from prospective partners – “We need help increasing sales.” When we hear that, the first question we ask is, “How are you going to support those new clients?” Generally this is followed by dead silence from the MSP. Typically the MSP tells us about their RMM and PSA tool. That is great, but what is your process or workflow? Many times the MSP doesn’t have a workflow or support process.

Without a support process, there is no way that you can successfully support more clients. Sure you can sign them, but you will fail because you will not be able to meet the expectation you are setting with the client.

We work with MSPs all over the United States. When we go on-site for the first time we spend a minimum of three days working on building a rock solid support and workflow process. You may feel you already have a great process to support your clients. You have ConnectWise or Autotask, you work in the tickets and get the client’s issues resolved. To that I say great, you are working the ticket. What about escalations? What about issues that are above your team’s skill set? As a business entrepreneur you need to be able to see the road ahead. Like the Great One, Wayne Gretsky,said, “I skate to where the puck is going to be, not to where it has been.”

There is a process to supporting your clients successfully. There is also a process to marketing, sales, hiring, choosing a vendor, etc. Build your process and keep working it until you have it perfected for your business.

Stuart Selbst is president of Stuart Selbst Consulting which helps technology services firms attain success through focusing on customer service along with process and team development. He has worked with hundreds of firms globally who have all achieved different levels of success. Selbst has more than 20 years of technical experience having worked in large corporate IT departments and he holds multiple technical, engineering and security certifications. He also is a member of the 2013-14 Channel Partners Advisory Board.


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