As an MSP business, you likely had at least some remote business to fill in the gap which developed as lockdowns swept the globe from 2020 into 2021. The threat of a future lockdown is still on the horizon, but now that you’ve seen how things go, you’ve got the opportunity to leverage that experience toward profitability in the midst of societal uncertainty.
Strategies to Explore
Businesses are reopening, hopefully permanently; but who knows what’s coming down the economic pipeline? It’s not good enough just to open up in conjunction with associated guidelines, you also want to open up in a way that will ultimately stand the test of time–as much as that’s possible, anyway. Here are things you might want to think about to help accomplish this:
Customer Safety Goes Both Ways
Most MSPs have more to think about regarding their employees working on the site of their customers than they do about customers coming into a physical location. Except for certain contractual situations, most of the time you’re headed out to where your customers are.
Here’s the thing: some are going to want to see you with hand sanitizer and masks. Some absolutely hate that. It will depend on the customer and the region, and you’ll need to be able to go both ways. In Wyoming, a pizza delivery boy who shows up with a mask probably won’t get tipped. It’s exactly the opposite in California. But in both CA and WY, there are exceptions to that rule.
Your MSP needs to know what customers value as safe, and seek to meet them where they are, rather than strive with them regarding your company’s perspective.
Change Selling Techniques
Another thing your MSP business will want to think about is changing sales techniques to match decentralized infrastructure. Apparently, 1 in 4 employees are remote now. So you need to concentrate on remote tech applicable to diverse customers, and you need to alter sales outreach accordingly.
Gas stations now have plastic dividers, so do hotels; in both cases, employees don’t tell customers to wear masks or use hand sanitizer–for the most part. They trust in the partition, and that allows them to operate safely without irritating those they serve.
Well, your MSP needs to think about operational restructuring that follows the same sort of thinking. How do you sell? Did you rely on conferences before? What part does Zoom play? How can you learn from the lockdown? You might have two infrastructure families: one for lockdown, one for when restrictions ease. Learn from the past year. Apply what worked, avoid what didn’t.
Succeeding As Best You Can
Your MSP business needs to restructure operations where appropriate, consider altering sales techniques, and remember customer safety is a two-way street where customers determine which action is most appropriate for your MSP. Such tips should help you more successfully reopen.