TubbTalk 119: Why Constructing a White Glove MSP Results in Higher Shopper Relationships

An Interview With Raja Pagadala

On this episode, Richard talks to Raja Pagadala, managing director of London-based MSP The Closing Step. It’s one White glove MSP

of London’s oldest and most well-established IT companies and a 2022 winner on the MSP 501, and may be described as a white glove MSP.

Raja is actively sought out by a few of the business’s prime distributors and companies to behave as an advisor and confidant. This interview was recorded stay at ConnectWise IT Nation in Orlando, Florida.

What’s a White Glove MSP?

A ‘White glove service’ is delivered with particular care and a focus, which is how I outline what The Closing Step do for his or her shoppers, lots of whom they’ve labored with for years. I requested Raja what it means to him, and the way it contributes to enterprise success.

Raja has been in enterprise for 36 years, and attributes the truth that they’ve shoppers from the primary 12 months of buying and selling to the truth that they pay numerous consideration to buyer satisfaction. “We hear actually rigorously to what they need and wish.

“It additionally helps that we work in partnership with them. I see issues within the long-term and discover planning simpler when it’s not for the short-term. I get to know their companies and we work collectively to assist them develop. And in flip, our enterprise grows too.” 

Easy methods to Have Robust Enterprise Conversations

Though Raja has good relationships together with his shoppers, there have been occasions up to now once they’ve pushed for one thing he is aware of isn’t a very good match for them. He explains that it’s his job to assist them to make knowledgeable choices, it doesn’t matter what they’re contemplating.

“So, I’m going to my shoppers and say, ‘Your choices are A, B or C, and listed below are the professionals and cons of every’. In the event that they need to go for choice B however I don’t assume it’s your best option, I’ll clarify why.

“However I’ll additionally say, ‘If that’s what you need, we’re proper behind you’. Don’t ever shrink back from powerful conversations, as a result of that’s the way you construct belief. And if it seems that choice B wasn’t proper, then they’ll come to you and say so, and you’ll assist them discover one thing else as a substitute.” 

Why a White Glove MSP Ought to go Deep into Shopper Companies

Being a white glove MSP means you recognize your shoppers’ companies inside and outside. “It’s a mindset and a specific method of approaching their enterprise. It’s not simply in regards to the underlying expertise; you’ll want to take a holistic view and discuss to shoppers about each facet of the enterprise.”

Raja explains that this works particularly effectively for backup and catastrophe restoration. They take a strategic strategy to make sure enterprise continuity, and encourage their shoppers to do the identical. “Each six months or so, we take a look at their present set-up and evaluate if it’s nonetheless match for function. If not, we discover higher options.” 

Easy methods to Assist Shoppers Break Their IT Bottleneck

If a possible consumer calls to study extra about what you do and their first query is ‘How a lot do you cost?’ that’s a pink flag, says Raja. As a result of they’re not taking a strategic view of their IT. And whereas value is a consideration, worth is extra necessary.

“I clarify that should you pay £X for a services or products and I ship Y worth, you then’ve obtained worth. So I ask them to think about the place are you now, and the place you need to be. Now we have an audit course of to assist them, which appears to be like at IT from the viewpoint of tech, enterprise, the shoppers and their finish customers. That helps to see if what they’ve is match for function.

“They’re calling you as a result of they’ve obtained an issue, so the audit permits you to dig into the basis trigger and current a roadmap of the answer. They will begin to see how issues will enhance, and the way lengthy it’ll take them to get there. After which they admire your worth.” 

Easy methods to Remind Shoppers of Your MSP’s Worth

After all, typically it’s a must to remind present shoppers of your worth too. “Many MSPs really feel that they’ve to repeatedly justify their existence. So in our enterprise, when now we have consumer evaluate conferences we share CSAT scores, ticket information and the progress that we’ve made to this point.

“After which we ask for constructive suggestions, and do the identical for them. Having an open dialog demonstrates why they need to worth you. And for us, the follow-up course of we’ve put in place is the explanation why our shoppers stick with us for thus lengthy.”

Why White Glove MSPs Ought to Suppose Strategically About Shoppers

Raja says that by taking a look at each facet of a consumer’s enterprise, they begin to see for themselves the place you present worth, and that you simply’ve solved the issue correctly for them – it’s not only a sticking-plaster resolution.

He provides that the evaluate course of is time-consuming, as a result of you’ll want to do a full audit and communicate to administration, finish customers and key stakeholders to get their suggestions. “The audit isn’t straightforward, as a result of you’ll want to take a look at the information and determine what you’ll want to do subsequent. However it’s a really worthwhile course of, for you and the consumer.”

Raja admits that it’s not for everyone, as a result of it takes time and requires expertise and endurance. “However in case you are critical about growing an MSP that’s price its weight, after which I feel it’s a really invaluable course of to undergo.”

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