Many customers have wizened up to the realities of cybersecurity threats and are leaning on managed services providers (MSPs) to help keep them and their data safe. As a result, the pool of responsible, high-quality customers is growing.
But what should MSPs do with their problem customers? Deciding what to do is a hot topic for MSPs right now. With the market shift, top-tier MSPs can afford to be picky with their customer list and even “fire” customers who don’t meet their profile or standards.
Even so, there are still plenty of customers who think cyberattacks, data loss, or even broken hardware will never happen to them—and these businesses are keeping break/fix providers laughing all the way to the bank. However, many customers are realizing the safer, more profitable model is to partner with a MSP who dictates (not just recommends) solutions.
So how do you know when a customer isn’t right for you?
You don’t have to go very far on social media these days before running into a discussion between MSPs about firing clients. If you have a consistent flow of new prospects in the top of your sales funnel, you should be able to rid yourself of problem clients while on-boarding new, better ones—without having a negative impact on your business. Keep the clues above in mind when evaluating both new and existing customers to make sure you are getting and keeping the ones that work best for your business.
Eric Anthony is principal of customer experience at SolarWinds MSP. Before joining SolarWinds, Eric ran his own managed services provider business for over six years.
You can follow Eric on Twitter at @EricAnthonyMSP
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