By Frank Colletti, Vice President of Sales, SolarWinds N-able
The best managed services relationships are built around trust. As celebrated business leader Steven Covey once said, “Trust is the glue of life. It’s the most essential ingredient in effective communication. It’s the foundational principle that holds all relationships.” For managed services providers (MSP), trust comes from showing continuous value to customers over time. A relationship founded on trust is a powerful way for an MSP to protect critical business relationships from competitors as well.
A big part of building trust in the MSP space is clear communication. Recognizing that today’s inboxes and phones — as well as our time throughout the day — are too cluttered with information, cutting through the noise is key. And you don’t want to present clients with more noise when you do communicate with them. What you can do is provide them with valuable information that is vital to their business, starting with regular network health checks that offer insight into key activities such as completed backups, closed tickets, on-boarded users, patch updates that were applied, and more. This kind of insight shows your value and engages the customer in discussions about their future IT needs, which leads to ongoing, repeat business.
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