Michael Thannert, founder and CEO of Minneapolis-based Whizkids, shares three suggestions he'd apply if he were launching an MSP from scratch today.
1.Take time to hire the best – An MSP is as much a business about people as it is about technology. Your first few hires are very important. Take time to vet your new prospective hire. Don’t rush the process. This could include things like multiple interviews with different staff members and testing to ensure the (applicant) is technically capable of doing what they say they can do. We have a specific interview designed to determine if the person is a culture fit with us. Two qualities stand out to me among technicians and engineers that are successful: they are technically qualified to do their job and, second, they can communicate effectively with clients. If a candidate is questionable in either area, they aren’t a viable option.
2. Don’t lose sight that at the core of your organization you provide a service – Focus on how to deliver excellent service to your end users. Things that will help you accomplish this are investing in industry software. Tools like PSA systems and RMM tools. Developing clearly defined business processes on how tickets are handled will ensure nothing slips through the cracks. Using clearly defined flow charts for how your service should be delivered will ensure you have great and - most importantly - consistent service, along with accountability.
2. Develop your service and product offerings with a standard stack in mind –Delivering great service starts with having a standard stack that all your clients will incorporate; a standard stack your staff will be experts in. Your stack will include things like standard firewalls, BDR solutions and spam-anti-virus filtering. Having a sound stack will make life much easier in the long run for your internal team and your clients. A proper stack will cultivate the technical environment necessary for delivering excellent service.
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