Two clever questions to ask your MSP's clients

Question one identifies upsell opportunities

There are dozens of Monthly Recurring Revenue services your clients would buy from you, if only a) you sold them, and b) they knew you sold them.

The easiest way to find out what these things are, is to ask every client this question:

Have we been able to provide everything you want or need?

Get your support team to do it every time they resolve an issue, or complete a project.

• Most clients will say ‘yes’ as an automatic answer, just so they can go back to work. That's fine
• A few will come up with things that you won't be able to provide. Thank them for those ideas, then ignore them
• One or two will say something that makes you think “I knew we should be doing that”. Take action on these

If it’s profitable and relatively easy to provide, do it. It’s always more profitable to sell something extra to an existing client, as there are no costs to acquire the client.

Question two identifies your most valuable staff

Add a follow-up question:

Who served you best today?

This might be done on email, or perhaps in an automated message when a ticket is closed.

If a member of your team has made someone feel awesome, they may be ready to shout about it when asked. Probe to find out the specific things your tech did to make your client feel good.

Remember that people are more likely to stay with your business based on how they feel about you, than what you actually do for them.

Members of your team who make people feel good are literally ATMs. Look after them like you would a big bundle of cash.

Share the endorsements with your team publicly, perhaps in your daily 10 minute morning ticket huddle. This rewards those who get endorsements, and can positively influence the behaviour of those who don’t.