Dave says it important MSPs become bolder in the way they define their role to their clients. He maintains that you need to be seen and heard as more than just the guy who works on the computers. He says if you set the tone right, a very different kind of relationship can evolve – a big difference in the way you are perceived by clients and in the services you can deliver to them.
Neil talks about the primary conflict MSPs encounter. He says they have to often decide between acting on the behalf of the customer vs. making service/product suggestions as a business person trying to make money. Neil and Karl agree that you will ensure long-term relationships with clients, that will result in more referrals, if you always put the client needs first. Karl notes that he is a huge fan of Road Map meetings with clients where it takes the relationship to that consulting level and the MSP is not just pushing a Purchase Order.
Bob outlines a new tool known as Touchcast, which is currently in beta testing for PC. He says the tool gives you the power of a TV studio on your desktop, with tools ranging from editing to teleprompter. More information about Touchcast can be found at Touchcast.com.
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