Herman Masser, founder and president of Masser Technologies in El Paso, Texas, shares three suggestions he’d apply if he were launching an MSP from scratch today.
1. Focus on relationships – Customers are the life of our business and without them we wouldn’t be here.
Invest the time to grow and nurture your relationships with your customers.
Get to know them, their needs, and most importantly, their people.
Learn to appreciate their strengths, and find ways to work together through their weaknesses.
Trust is a cornerstone in every relationship success story, but trust is also a two-way street.
Work on that relationship daily and their trust will only solidify your position in their companies and operations.
Never focus on the sale. Instead focus on the relationship.
Remember that you are successful when you can prevent your customers from having issues.
Also, build strong relationships with your staff, let them know that each one is an integral part of your team, and help them grow with your business personally, professionally and financially, while challenging their creativity and commitment to your vision.
Happy employees will make for a great work atmosphere.
As an MSP you are also responsible for managing all those relationships.
2. Embrace change – Technology changes and advances are not slowing down.
Now more than ever, it’s difficult to keep up with technological challenges without leveraging your partnerships and vendor relationships.
Define your business focus and growth strategy then partner with companies that will empower your growth.
Be always brave and willing to explore and adopt new technologies.
Challenge your own preconceptions on how things are supposed to be done.
For example, embrace the cloud and all its challenges.
Understand that a business that stands still and refuses to adapt to change will eventually fade away.
Jump on new proven technologies that will align with your business goals.
Always evaluate your processes in search of efficiencies and identify partners that will allow you to streamline your operations.
Standardize your processes and offerings as much as you can but always be willing to explore new technologies to solve new challenges presented by your customers.
3. Don’t forget to enjoy the ride – It’s hard to come to work every day when you don’t like your job, and it is even harder to thrive on what you do if you don’t enjoy the ride.
Technical skills can always be acquired.
Honesty and accountability are character traits that can’t be imposed, and they are business principles that should always be upheld.
Come to work every day looking forward to the new challenges that each day brings.
As for an MSP, no two days are ever the same.
Balance your work and family life, and support your employees to do the same.
Your business should be perceived as a safe place where you can be validated and appreciated … not just a source of income.
Editor’s note: Comments are edited to improve readability.
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