Push for Better, not More

I was cruising YouTube over the weekend and came across a Simon Sinek short clip talking about utilization and efficiency. He brought up how we are constantly looking to gain more out of an existing team. More efficiency, more utilization, more everything, and it really hit home on how many MSP owners and leaders crush their teams with this strategy.

When we talk to MSP's that are struggling, we often hear that they need more from their team, that their teams aren't efficient enough, or that their profitability is low because they need something different. Those MSP owners and leaders are trying to wring out an already dry towel.? They're trying to get more from a group who's already giving more, and they have a high risk of losing their best talent while frustrating their clients.

This isn't necessarily the MSP's and owners fault, they just have to own it.? Bad time keeping, poor project management, and some bad math can all find their way into the decision to push for more, and if you want a great culture you have to fight the urge to push the blame.

The simple answer is to fight ‘getting more’ is to focus on ‘getting better’. Before you ever go and tell a team that they're not doing enough, you better be sure they're not doing enough and the three tips below will help ensure you zone in on the right go forward plan.

• Accuracy is Everything: Great output comes from great input.? Be diligent with your timekeeping and contract data.? This isn’t just the tech team, it’s everyone. Know the amount of time your team is putting into a client and the company.? This will help them find areas of change that makes themselves and the company better.
• Communication is Key: If your team does not know what you expect it will be very hard to meet or exceed expectations.? Be clear on the KPIs for each role and what happens if someone does not meet (aka - training) or exceeds (aka - bonus)!? Once you have communicated what you want to the point where everyone is annoyed and you are even sick of saying it, you might be halfway there.
• Inspect What You Expect: Old wisdom here, if you want a result, you better measure that result and that measurement better be accurate. ?

Focusing on getting better, not getting more can be the first step and solving many MSP challenges. If you don't trust your data, we got you! Between ConnectWise PSA and BrightGauge Software , we can make sure the calculations are correct, now it's just up to you to get the right data in the mix.

Running an MSP is challenging and if profitability or culture or client satisfaction are not where you want them, something must change. That change starts with the MSP owners and leaders and spreads through the company through their example.? Now go get after it and #beawesome!