Losing A Star Player: How MSPs Can Build A Game Plan To Handle The Loss Of A Key Technician

Employee Turnover Is A Fact Of Life For Any Business Owner

But for Managed Service Providers (MSPs), losing a highly experienced technician can have significant consequences. When a senior staffer walks out the door, they take with them not only critical technical skills but also the carefully cultivated customer relationships that drive profitability and sustainability.

In managed services, success comes from being proactive, not reactive — and that applies to your HR practices just as much as your IT offerings. To keep your team running at 110% when a technician leaves the company, you need a gameplan focusing on teamwork, defense, skills and communication.

Your Business Depends On Strong, Positive Customer Relationships

Yet it’s your technicians — the people who interact with your customers on a regular basis — who build and own those relationships. If the departing technician is the only one on your roster who has ever worked with a particular customer, your company’s relationship with that customer leaves with him.

Every championship team has one thing in common: depth. As a rule, three or more technicians should ideally be in rotation for each customer account. This way, when one technician leaves, you won’t have to rebuild that customer relationship from the ground up.