Organizations don’t always respond to changes in the same way. Just because a fellow MSP managed to seamlessly build a documentation culture doesn’t necessarily mean you will be able to as well. What matters, however, is that you don’t drop the plan altogether at the first sign of resistance. After all, no one ever succeeded at anything by throwing in the towel when the going got tough.
Your team may not be all-in on documentation for a multitude of reasons: increased workload, lack of buy-in, no risk/recognition attached, etc. But no matter the reason, you have to get them on board because building a productive documentation culture can help your MSP provide a better customer experience, improve revenue growth and scale effectively.
Now the question is, if your team is putting up barriers, how do you get them on board? Well, get them to start documenting. Sounds counterintuitive, right? If people don’t want to document, then getting started is probably the issue, but hear us out. Use the carrot (and the stick, if needed) approach to nudge them to document. If implemented properly, over time, people will recognize the value it adds and how it makes their lives better. And soon, it will be part of your company culture.