Making the Most Out of IT
For many IT Solution Providers and Managed Service Providers the bottom line depends on as little interaction as possible with clients to make the most revenue. This is great for creating efficiencies and productivity for clients, but may not help with relationship building. It is easy for a client to look at an IT bill and wonder exactly what they are getting for their spend when they rarely see their provider.
This is an issue that many providers face when managing a client network with few problems. There are some things that can be done to provide great face time, build relationships, and keep clients. I like to call this series “Making the Most out of IT.”
A Little Help Can Make A Lot of Difference
Usually when you install new products, devices, or software solutions there is a bit of a learning curve for users. If you install and run, most people will not take the time to use the new solution thus making the install a wasted effort. Especially for managed service or recurring revenue clients, setting up a quarterly lunch and learn might be a great way to keep clients happy and on top of technology. This fun and educational event for your client will keep them appreciative and most likely gain you additional sales and a better relationship. Get your vendors involved, as they will most likely have small giveaway items, materials, and advice on how to educate your clients on the products you are covering.
Unexpected Visits
Unexpected visits are always welcomed when you bring a gift for the office. This can be a simple gesture such as donuts, pizza, or a tub of licorice but the effort will always make you the good guy. The key to this is frequency. It doesn’t have to be all the time just on a regular basis. Quarterly is a good start just schedule your client visits in your calendar and keep your own appointment to build rapport. This will be remembered when there is a problem that needs some understanding from the client side, such as in the event of an outage.
Think outside of the box and provide new resourceful ways to stay connected to your clients. Email, marketing, and newsletters are good but the good old face to face is what will set you apart from your competition. By going the extra mile and providing education or simple training and regular interaction, you will keep clients happy, keep them buying, keep them recommending your service, and you will just flat keep them.
Frank Gurnee
VP, Channel Services, ExchangeDefender
(877) 546-0316 x4777
frank@ownwebnow.com