MSPAlliance Member Op-Ed: Jim Buchanan, Founder/CEO of Buchanan Technologies
COVID-19 has changed our world and how we navigate day-to-day in ways no one could have ever imagined. Social distancing, shelter-in-place and other strict mandates have become commonplace in the US and beyond. What exactly does all of this mean for managed service providers and the technology industry as a whole?
One thing is for certain – we cannot lose sight of our customers and their demands, as it is times like these when they need our support the most. As we learn to adapt to this new normal, it is time to begin looking forward and seeing how MSPs can best assist our customers as they begin to recover from the fallout of COVID-19.
Communicate with Your Customers
Above all else, it is imperative you listen to your customers and prospects and truly understand their needs. As an IT expert, your customers and their internal resources rely on your ability to recommend solutions that will enhance and protect their IT infrastructure, data and applications. Understanding their company’s position during a crisis will help you better guide them to solution offerings that will benefit them and provide value.
As essential as listening to your customers is, it is equally as important to convey updates from your company. By having meaningful conversations with your customer base and prospects informing them of your response protocols, services, special offers, etc., they will be able to make more educated decisions when it comes to doing business with your company.
Finally, it is more important than ever to be empathetic. Several of your customers are likely experiencing some degree of disruption to their business due to COVID-19, possibly in more ways than one. Though your sales team’s primary objective is to generate revenue and bring in new business, they must understand many companies simply may not be in a position to move forward at this time, but your understanding may keep them as a long-term customer for you when their business turns back around.
Be Flexible in Your Offerings
During this unprecedented time, it is very likely many of your customers will need to reassess the services they are receiving from you. Industries such as healthcare and education are experiencing a rise in demand, while automotive and retail companies may be seeing a downturn in business, and therefore, require a reduction in IT spending. As an MSP, it is advisable to meet your customers where they stand and scale their services to match their current needs.
