Managed service providers (MSPs) face unique challenges when it comes to satisfying and retaining customers. Because MSPs create custom service packages for individual clients, there’s no single, universal customer retention strategy that will work in every case. Instead, MSPs need to employ ingenuity and strategy to create and maintain client loyalty.
Fortunately, there are several abstract but practical strategies that MSPs can apply to earn higher rates of customer satisfaction. After all, telecom clients are essentially looking for the same things that every customer wants: attentive service that meets their needs in a timely, cost-effective manner. Prioritize those goals, and positive results will follow.
Identify Customer Needs
To create a satisfied customer, MSPs have to ensure that all customers’ needs are met. MSPs need to work a little harder in this regard, since clients have individually tailored service packages, and no two customers are exactly alike.
Here, a little follow-up can go a long way. Shortly after setting up a client’s service contract, ask them if they’re pleased with their services so far, and if there’s anything that can be done to improve it.
MSPs also should be wary of what competitors are able to provide and for what price. Striving to stay a step ahead of the competition will force them to take a strongly customer-oriented approach — and that will only benefit the business.
It won’t do just to meet customer expectations. To retain business, MSPs have to go above and beyond. How? Here are some tips:
- Respond to questions and queries promptly.
- Be proactive about finding and offering additional value in service packages.
- Follow up at regular intervals to ensure that clients are happy with their service.
- Efforts to exceed customer expectations add value to services, and that makes the overall proposition a better buy for end clients.
Add a Personal Touch
If MSPs have relationships with clients that extend beyond professional and approach friendship, the MSP is far more likely to retain business. Building loyalty and trust takes time and effort, but once that bond is created, any business is well on its way to earning repeat business.
Keep in mind that actions speak louder than words. Reaching out to customers with gestures—not promises—builds true loyalty and trust faster and more effectively than anything else.
Provide Outstanding Service
It’s the little things that make a big difference. When a phone rings in an MSP’s office, be ready to do anything you can to help the person on the other end. Don’t promise things, though, that can’t be delivered.
In the end, customer service conscientiousness is the single most important driver of repeat business. The harder a business works on behalf of customers, the higher the retention rate will be.