What Do Your Clients – And Potential Clients – Expect From You?

By Angel R. Rojas, Jr., DataCorps Technology Solutions, Inc. and ASCII Group member

Being a consumer of services, you and I have a certain set of expectations of what we want out of our vendors. It is easy to describe it for our vendors, but how much time do we invest thinking critically about what those expectations look like from those who consume the services we provide or those who are evaluating us.

As recent as a few days before writing this, I fielded a call from a prospective client and, based on the questions and the length of the call, it was clear that she was fed up with her MSP. Her questions were pointed and specific about situations that left me with the impression that she felt wronged and was looking for vindication. That call perfectly set the stage for this article because we, as MSPs, sometimes take little time or effort to think about how our offerings match up to the expectations of those whom we serve. So, what do they want?

1. They want options, but they don’t want to do the research. When we deliver a solution to clients, we must ensure that we’ve narrowed down the options to the best choices for their situation. They don’t have the time, knowledge, and/or desire to research deeply to confirm we’ve done our job. Let’s give them the best choices available (sometimes that means just one choice) provide the recommendation and stand on that conviction. If we present an option that we are unsure of, they will want to know why we are unsure. Also, consider that they are under the expectation that part of the value they’re getting from us is our expertise, so it is up to us to use that expertise to understand and break down our solutions in the context of their business.
2. They expect value, not the cheapest price. This is generally true so, while many of the services we provide are commoditized, why leave them with only price to look at? What extra care are we giving to our prospects and clients that will make them want to do business with us? At my office, the answer to clients is always, “yes,” so we have to select clients who are value oriented, so we have the margins necessary to always say yes and therefore my team does not have to seek approval each time they want to delight a client. A side note – if you’re still bragging about your firewall, antivirus, anti-malware, backups, etc. to prospects you’re sounding like a commodity. All of that is now expected – it’s a part of the ticket. What are you doing above and beyond that will get them excited to write that check each month?
3. They expect ZERO surprises. Think about it, managed services is about turning something unpredictable into predictable. That’s the true value a prospect is willing to pay for and what managed services clients are already paying for. When something unexpected happens, the response is what will take over. Prospects and/or clients might be shocked by the event and pleasantly surprised by the response. Or, in more practical terms, tell them they need new desktops before they need them so they can plan for it! It is surprising to me how many prospects I run into who could have most, if not all, their ills cured by new desktops. Based on the conversation, their current MSP sounds apprehensive to tell them, and the client is demanding to know what they should buy. It’s weird!

Back to my call … I enjoy calls like the one I shared earlier. It is a rare opportunity to hear from a prospective client candidly, have a relationship-building conversation, and discover how I can best serve them and my existing clients. Did I tell you the call lasted an hour and a half? It was only supposed to be 30 minutes!

Here’s a takeaway: get vulnerable with your clients and ask them what they’d wish you would do for them. Listen, take good notes, and implement.

About The Author

Angel R. Rojas, Jr. is President & CEO of DataCorps Technology Solutions, Inc and has been a member of The ASCII Group since 2017.