3 In-House BDR Customer Service Rules for MSPs to Follow
Managed services providers (MSPs) looking for better ways to sell and market data backup and disaster recovery (BDR) may want to start simple before any contact with customers. Strata Information Technology, Inc President Pete Robbins, a BDR expert, spoke with us on how he promotes three main principles about customer service to his employees with regards to BDR:
- Own it (the customer issue).
- It's not always about technology.
- Educate.
Own it
Robbins said this is his number one principle around his office. He said that every employee in his office understands that once they receive an issue from a customer, they will work to resolve the customer's BDR issue until it is solve. End of story.
"If a client calls in with an issue, own it until it is closed," Robbins said.
It's not always about technology
It's not always a technology issue with BDR, Robbins said. For example, business continuity (BC) is not always about technology.
"Sometimes understanding the business processes behind the issue will help solve the problem rather than trying to find a technology solution," he said.
Educate
"Not every customer wants to learn, but those who do want to learn, educate them," Robbins said. Take the time to understand your customers. Sometimes its best to teach them what you know, so they know what you're doing. Simple BDR and BC education can go a long way.
