Ask an MSP Expert is a weekly advice column answering common questions from MSPs and IT service providers. It covers topics ranging from pricing and selling to marketing and communications—and everything in between.
Tag: Ask an MSP Expert
Ask an MSP Expert: My sales team is struggling to hit their numbers – how can I help?
Ask an MSP Expert: My sales team is struggling to hit their numbers – how can I help?
Q: We have a sizable sales team at my MSP, and we’re committed to investing in our sales department to grow our business. We have some great new hires on the team, but we’re struggling to reach our new bookings...
Ask an MSP Expert: Collect and incorporate customer feedback
Ask an MSP Expert: Collect and incorporate customer feedback
Q: My MSP business is looking to expand, and we’re planning to open offices in other cities and service customers in new verticals. It’s exciting, but I know that as businesses scale there are usually growing pains. Before we start...
Ask an MSP Expert: When should I sell appliance-based backup versus cloud backup?
Ask an MSP Expert: When should I sell appliance-based backup versus cloud backup?
Q: I’m trying to decide what type of backup to sell to one of my potential customers. I’ve typically been selling appliance-based backup, but now I’m looking to offer cloud backup as an option. I also want to be able...
Ask an MSP Expert: What should I include in my MSP’s newsletter?
Ask an MSP Expert: What should I include in my MSP’s newsletter?
Q: At my MSP, we’ve found that email marketing is an efficient way to reach our customers and prospects. Now that we’re comfortable with it, we want to send an email newsletter. We haven’t done this before and want...
Ask an MSP Expert: How can I get my customers to pay their bills?
Ask an MSP Expert: How can I get my customers to pay their bills?
Q: One of my customers hasn’t paid their bill for my IT services, and I’m not sure how to approach them about it. What steps should I take to get my customer to pay their bill? Are there any particular...
Ask an MSP Expert: How should I train a new sales person at my MSP?
Ask an MSP Expert: How should I train a new sales person at my MSP?
Q: My MSP business is growing, and I’m looking to expand our sales team to focus on bringing in even more business. Right now, my current sales people all started as technicians, and they’re good at speaking to small...
Ask an MSP Expert: How to tell if a prospect just isn’t that into you
Ask an MSP Expert: How to tell if a prospect just isn’t that into you
Q: I just met this small business prospect at a local networking event, and we had a great first conversation. It felt like we had a real connection, but I can’t tell if they feel the same way. I’ve...
Ask an MSP Expert: What can I do if a customer is freezing me out?
Ask an MSP Expert: What can I do if a customer is freezing me out?
Q: I like to do an annual planning meeting with each of my customers at the beginning of the year, but there’s one customer who’s not getting back to me. I’ve tried reaching out through the usual means but haven’t...
Ask an MSP Expert: How do I recover a customer after a CryptoWall 4.0 attack?
Ask an MSP Expert: How do I recover a customer after a CryptoWall 4.0 attack?
Q: My team has been dealing with a worst-case scenario. One of our customers was hit with CryptoWall 4.0, and their systems need to be restored. We’ve paid the ransom, and the ordeal is over, but none of us...
Ask an MSP Expert: How do I set up an onboarding process for new customers?
Ask an MSP Expert: How do I set up an onboarding process for new customers?
Q: I want to create a standard process for conducting customer onboarding sessions at my MSP to make it simpler for any member of my team to run one. This would help us offer onboarding to all of our...
