You Can’t Predict What You Can’t Predict
Your MSP business needs to have a mindset of agility about regular operations. It’s impossible to predict all outcomes or influencing factors in operation. If you get everything running perfectly, then some invading force could attack your city and undermine your equipment infrastructure. Earthquakes, wind, storms, freezes— all these things can undermine the functionality of your MSP. So, your business needs to create an operational model which anticipates that which cannot be anticipated.
One proviso: when speaking of an “agile” mindset, in this writing, the term refers to the actual action, rather than the “Agile” software used in scrum sprint strategy. Though scrum organization with Agile software has its own level of agility and response, in this writing, the concern is enabling your MSP to handle any situation.
To that end, here are several strategies you can employ for increased success:
- Always Provide Value: Focus on ROI
- Frequently Engage Clients
- Expect the Unexpected, Manage via Adaptive Protocols
- Recognize That Your Employees are Your Most Valuable Assets
- Share the Responsibility of Varying Projects
Always Provide Value: Focus on ROI
Your MSP business needs to focus on always providing value for clients. They should see a return on investment (ROI)— and so should you. What you spend to maintain your clientele can’t be greater than the profit you recoup from them. What they spend with you can’t overcome the value you provide. Naturally, this is a tenuous balance, but if you’re focused on ROI for them and for you, you’re likely to overcome greater difficulties with less complication.
Frequently Engage Clients
If you’re just providing static services and not paying attention to client needs, you will underserve them. You regularly need to engage with clients in order to ensure all their needs are being met. This can help you upsell them and avoid underserving them incidentally through some missed provision.
Expect the Unexpected, Manage Via Adaptive Protocols
The question of a crash is not an “if” scenario technologically; it’s a “when” scenario. When will your servers crash? When will clients lose data? Hopefully never, but you can’t afford to have that attitude. A BDR provision for clients is essential in ensuring their operational security. This is an example of a protocol adaptive to a non-conducive operational situation which only exists because the unexpected was expected. In terms of client management, marketing, maintenance, and employee acquisition, the same kind of attitude and “fail-safe” infrastructure design should surfeit operations.
Recognize That Your Employees are Your Most Valuable Assets
Employees are more adaptable than machines— plus, they can think critically; whereas machines cannot. Accordingly, they are to be valued over new technology or infrastructure of any kind.
Sharing the Responsibility of Varying Projects
If you don’t have “skin in the game”, then the stakes don’t affect you as much. If you’re sharing responsibility with your employees, you’ve got “skin in the game”. Accordingly, you have a vested interest in overcoming difficulties to achieve the results you seek. So be sure you closely involve yourself.
An MSP business which anticipates the unexpected and designs their service provisions accordingly is less likely to be undermined incidentally. Consider your infrastructure and optimize where you can.