Everyone has heard the adage you only get one chance to make a first impression. Well, for managed services providers (including cloud computing providers) first impressions may be more crucial than you may realize. A lot has changed in a relatively short period of time and MSPs need be very aware of the new circumstances in which they operate.
The Managed Services Customer
Not long ago companies selling managed services into a customer had a very different problem. Then, MSPs had to explain what managed services were before they could ever hope to close a sale. Today, MSPs approach customers who not only have heard of cloud computing and managed services, but some of these customers have had relationships with multiple MSPs in the past.
Today's customer not only understands about the concepts involved, but often have a good sense of how to qualify and negotiate with a MSP. This means MSPs today need to make an impression fast, and that impression must be a good one.
A Good MSP vs. A Bad MSP
MSPs making a sales pitch must assume the customer has at least some knowledge of cloud computing and managed services. To assume otherwise could be dangerous. MSPs have been around now long enough that your average customer likely has had some experience with a MSP in the past. Providers need to come prepared with some essential items in order to be perceived by the customer as a qualified provider. What are these items?
- SLAs and master service agreements, reviewed by a knowledgeable attorney and clear in the services to be delivered. These agreements should also carefully address risk; both the risk of the provider AND the customer. Customers today are aware of attempts to shift too much risk towards them and away from the provider.
- Cyber risk insurance - good insurance is really important for a provider to be risk averse. MSPs now have very good options for acquiring affordable and comprehensive managed services and cloud insurance. Plus, a carefully crafted service agreement can incorporate a MSP or cloud insurance policy and create a very powerful document that shifts a substantial portion of the risk away from the end user. Your customers will love you for that.
- Bring your credentials! MSPs don’t have diplomas. So, it’s up to you to bring credentials to immediately tell your prospect that you are qualified. What types of credentials? In some cases, this will be proof that your key technical employees have technical certifications. Increasingly, MSP organizations are being asked for company wide audits or certifications (like UCS and SSAE 16), before a customer is allowed to do business with them. This is true in certain regulated industries like banking.
