Brian Doyle: Why Check-In Calls Are Killing Your MSP Profits

“It’s so much easier to get revenue from the customers you have than finding new revenues. But you gotta be mining for that gold. It just doesn’t show up always on your front doorstep.”

“Split your time into thirds: a third preparing business reviews, a third reaching out to customers with valuable information, and a third thinking about long-term strategy for client engagement.”

“One of the biggest risks we see to the MSP community is often when things settle down and you’re doing well. Not when you’re in crisis mode. The more we automate, the less we tend to be on site, and that’s when customers question our value.”

“If you don’t know your customer’s strategic initiatives, you can’t map your projects to points that show them value. Your customer isn’t technical, they’re business people who need to see ROI.”

“Account managers are notorious for calling up their customer and going, ‘Hey, how you doing? Anything going on?’ You’ve just wasted their time. Have a reason to call, bring industry trends or relevant security threats.”