3 BDR Points to Drive Home to Customers
We've discussed selling the value of backup and disaster recovery (BDR) for managed services providers (MSPs), but we may have missed a larger part of the discussion that needs another look, especially for MSPs new to BDR. Customers will have questions and sales objections, and a savvy MSP should be ready with answers. After all, you're their IT department. CCNS Consulting owner Karl Bickmore (pictured) provided some insights gleaned from his own experience as a BDR MSP. Here's what he said.
Every customer is different. One customer may be concerned with BDR features, while another focuses on pricing models. Be ready to answer any question directed to you. If you don't know the answer to a question, find the answer.
Bickmore suggested to us that MSPs should be able to respond to the following customer concerns:
- Cost is usually seen as high — Review the pricing with the customers and show them what they'll be getting with those prices;
- Frequency of your solution's backup — Provide customers with a better answer than they were expecting. Explain the frequency of backups and what that means to them;
- Backup and recovery times — "Often the customer needs education on types of backup and recovery times," Bickmore said. "So in some form or another we need to explain what image-based backup means, what the virtualization feature does and what hardware-independent restore means."
Be sure to follow up on these customer concerns with answers to objections that drive home the point of the importance and value of BDR. If they're fairly new to BDR, be sure to explain each point and simplify with less technical terminology.
Bickmore also recommended that MSPs focus on the following points and drive them home to customers:
- BDR reduces downtime in disaster substantially;
- BDR simplifies and facilitates simple disaster recovery (DR) testing; and
- BDR is imaged-based backup with hardware-independent restore.
CCNS Consulting has been providing computer networking solutions to the small and medium-sized businesses (SMBs) since 2000, offering on-site and remote management services.