The podcast powered by the MSP Marketing Edge

Welcome to Episode 292 of the MSP Marketing Podcast with me, Paul Green. This week…

• Does your service desk manager really need to be a tech?: A service desk manager’s job is to make sure your MSP’s clients are delighted while freeing you up to grow the business. It’s possible that the best person for this job isn’t a technician.
• How your MSP can break into a new vertical: It’s easier to do marketing, find new clients, and make more money for your MSP, if you choose a vertical. Here’s how to get started.
• The framework MSPs can use to be more efficient: Visionary leaders are notorious for moving at such speed that they leave a trail of chaos behind them. My guest helps such visionaries put an end to operational chaos and create operational excellence in their business.
• Paul’s Personal Peer Group: Have you considered how your MSP would respond to a supply chain attack and what marketing actions you would take? If not, it would be a very wise idea.

Does your service desk manager really need to be a tech?

You may just have to tear up that job ad, and let me tell you why. We all know a service desk manager is a critical role. It’s their job to make sure the clients are delighted while freeing you up to grow the business. But whoever said that a service desk manager has to be a tech. What if there’s a different kind of person who’s much more suited to this kind of role?

I really do talk to a lot of MSPs. In fact, it’s one of the most wonderful things about the work I do. I get to talk to lots of different people about lots of different things. And because of my work in my MSP Marketing Edge where we are working with 700 MSPs, I talk to people in all sorts of different circumstances. So we have startups, two businesses that have been going for 30 years. We’ve got one person bands, two businesses with 200 employees. We’ve got all of these and everything in between.

But there’s one thing that I notice again and again and again, and that’s that the most successful MSPs, and let’s define successful as, the owner can do what they want to do with their life. They’ve got enough cash and they’ve got enough time, that’s success is to have that.

The MSPs who are most successful are those where the owner is surrounded by a very good team who take on the burden of the work for them.

Because it’s just too difficult to do everything yourself for more than a couple of years. What’s acceptable for our first few years in business gets tiring and boring as time goes on. And I’m sorry if that’s disappointing news for you because you never wanted to have staff, but it is the difference between just working for yourself and having a business that can survive and thrive without you.

And of course, one of the most key hires in there is a service desk manager or change that job title to whatever is appropriate for you. But basically someone whose entire role is to keep the clients happy and make sure that the work happens as it’s supposed to. Now, different MSPs have different ways of doing this, but they all come down to the same things. You’ve got some technical resource and you’ve got customers who want things to be done, and the service desk manager sits in the middle of that making the magic happen. If you own the business and you are currently doing that as well as the marketing and the sales and looking after the team and account management and finance and admin, that’s so tiring. What a liberating role to have a service desk manager whose enti...

The podcast powered by the MSP Marketing Edge

Welcome to Episode 291 of the MSP Marketing Podcast with me, Paul Green. This week…

• They want to buy 365 direct – fight it, or accept it?: If a client wants to buy 365 direct, it’s not necessarily a bad thing… it could actually become a massive sales opportunity for your MSP.
• Should your MSP start a podcast?: Lots of MSPs have asked me for advice on setting up a podcast, and yes, having a podcast can be an insanely powerful marketing tool. But should you do one? Let me help you answer that question.
• Ask these questions to pick an MSP marketing agency: Many MSPs hate marketing and they hate agencies even more. My guest is going to tell you the specific questions you should ask a marketing agency to separate the good guys from the bad.
• Paul’s Personal Peer Group: Have you ever considered sending an impact box to prospects? Find out what you should include in yours.

They want to buy 365 direct – fight it, or accept it?

Are these clients for real? They want to switch to buying 365 directly to save a couple of bucks a month. This is a scenario most MSPs face at some point, but should you fight it, try and educate them or let them just do what they want? What if I told you this wasn’t necessarily a bad thing and could actually become a massive sales opportunity for your MSP.

As someone who doesn’t personally have to deal with 365 and all the licenses and NCE and all of that, it does look to me like Microsoft has made it as hard as possible for you. That whole NCE thing is a massive pain, right? And especially if you have a client where you’ve made an annual commitment and then of course they hit you a few months in that they want to buy directly, and that just creates a headache for everybody.

It’s not like 365 is a high margin item for you, but from the client’s point of view, 365 is right there at the core of their experience.

Outlook and Teams and Word and Excel, these are all applications that most businesses use multiple times every single workday. So they want them to work, they want them to be productivity tools, not pains in the backside tools, and I think that’s a basic and perfectly understandable requirement of any business owner or manager today. Don’t you agree? So if someone wants to move the licenses away from you, buy direct and save themselves a couple of dollars per user per month, what should you do?

I’ve asked a few MSPs this question over the last couple of weeks and some of them have said that you should just roll over and you should just take it. So invoice them for any out-of-pocket expenses caused by NCE. Make sure they know how that’s going to affect the direct support that you give them and then let them go off and buy it from elsewhere.

Others have said that you should fight really hard to keep everything under your jurisdiction. Isn’t that the point of a managed service provider that you are looking after all of their technology? And that starts with the very basic help desk functions and goes right up to their technology strategy. Now if you don’t have some level of control over everything in between those two items. help desk and strategy, then surely you’re making your life harder than it needs to be and that must have an impact on the service that you can deliver to them and the service that they’ll enjoy.

So maybe the message you want to send them is telling them all the downsides, all the bad things that could happen, like the fact they’ll have to de...

The podcast powered by the MSP Marketing Edge

Welcome to Episode 290 of the MSP Marketing Podcast with me, Paul Green. This week…

• Can your MSP offer an easy first purchase?: One of the biggest MSP marketing hurdles is asking potential clients to go from nothing to a monthly recurring revenue contract. A better way is to give them an easy first purchase.
• Does your MSP do whatever it takes to keep clients happy?: Flexibility and initiative needs to be a culture within an MSP, not a policy. A culture of “do whatever makes technology easy for clients” would be a powerful retention weapon.
• Why is your MSP’s marketing and sales SOOOO slow?: My special guest is a personal branding expert and explains how it’s easy to build and can be incredibly profitable when you get it right.
• Paul’s Personal Peer Group: Ever wondered why your MSP’s marketing and sales are SOOOO slow? Let me explain and advise what you can do about it.

Can your MSP offer an easy first purchase?

Here’s something you know already, it’s just too darn hard to get new managed service clients. One of the biggest hurdles is that you are asking them to go from nothing straight to a monthly recurring revenue contract at the click of a finger. Surely convincing them it’s safe to start spending their money with you is easy. You just put a strong case forward and then dazzle them with the service that they’re going to be getting, yeah? If only it was that easy. So if the client finds signing a contract with you a bit scary, how do we fix that? Is there a way to make them feel happy committing to you and spending money with you? Absolutely there is, and let me tell you what it is.

What we’re really talking about here is building trust.

Trust is a massive currency within marketing and sales. The more trust you have, the more likely people are to sign a contract and throw themselves into your care.

But the opposite of that is also the case. If you don’t have enough trust built with your leads and with your prospects, then asking them to go from no buying relationship with you straight into a managed services contract is a big ask. I know it can be done and it is done every single day, but surely we should be trying to make our lives easier. If you look at this from the point of view of the person buying, and by the way that’s always a great way to look at any of your marketing and your sales, always, always, always look at it from the other person’s point of view. So when they start looking for a new MSP or maybe even their first MSP, we call them suspects. They have their arms folded, they are suspicious of everyone they find and they are not overly impressed with anyone at all. And even if they’ve been given a warm referral from a friend or they find an MSP online that has tons of social proof, so it looks like a safe choice, they are still suspicious asking someone to trust you with their technology. And as we said, it’s a big ask.

Now, they might not know what they don’t know about technology, but they do know that if you get it wrong their business is dead in the water. And this is one of the reasons why it takes so much time to build a relationship and warm up an arms folded suspect, turn them into a lead turn that lead into a prospect, that prospect into an opportunity. It takes time, it takes effort, and it’s exhausting because the risk is so big from their point of view. So let’s see if we can de-risk that for them.

One of the ways that you could do that is with a risk reversal guarantee. I’ve seen only a smal...