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MSP Minute
Posted
June 10, 2021

Difficult MSP Clients: Is It Finally Time to Let Them Go?

Is salvaging a struggling relationship really worth your effort, or is it time to fire difficult clients? To help get client relationships on the right track, today’s MSP Minute dives into how Partners can have crucial conversations to overcome client challenges while ensuring their MSP’s growth.


Is salvaging a struggling relationship really worth your effort, or is it time to fire difficult clients? To help get client relationships on the right track, today’s MSP Minute dives into how Partners can have crucial conversations to overcome client challenges while ensuring their MSP’s growth.


Transcript

Most of your clients love working with you. They appreciate your business. They appreciate the value you are bringing to the table, but some of those just don't get it. They nickel-and-dime, miserable to work with. They don't follow your processes or they don't adopt your standards. So that's really makes it hard to scale an MSP if you have these clients around.

Many of these MSPs are just simply fire those clients easily, but it’s not really solving the root problem. Some of them are standing and waiting, but that's going to have a long-term lose-lose situation as well.

The solution is to have a crucial conversation. What that means? That means that you don't have an issue, currently, with them. You go set up a meeting with the executives, and you are just saying that you don't want to be in this situation three months from now. That means you feel that's a lose-lose situation, and you just don't want to do it if you can't solve it.

Second, you have your evidences. Why do you feel those leads to a lose-lose situation from their perspective and your perspective? Don't say that it's not profitable. Don't say they are not appreciating your business. Say that you can't have enough resources to be able to smoothly help their business grow. Or something which is going to put this problem into a capacity issue that you are not able to do what you supposed to do.

Third one. List all these issues with them and listen. Many times, if you state this issue with them, they are going to be open. You are going to see whether they want to solve this problem or not. And just set a deadline: "Okay. Three months from now, we have to solve it, or we are going to part ways. And what's the action plan?" And follow that.

There are many benefits to that. First of all, it just feels good. Second, your team is going to feel good because you are behind them. Third, you're going to have amazing clients and a process that make good clients. And that helps to scale your MSP.

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