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MSP Minute
May 19, 2021

Struggling with Indecisive Clients? Use This Easy Framework to Help Your Clients Make Better IT Decisions

Whether it’s a QBR gone awry or a proposal that fails to land the deal, communicating with clients can be challenging for a variety of reasons.

Often at the root of these problems is failing to provide clients with proper choices. Today’s MSP Minute will cover the top three choices Managed Service Providers can offer to help guide clients through their technology investment decision-making process with success.


Okay. This week, we are going to get into decision-making, and how to help clients make decisions. And it's kind of funny that we have these all good intentions with clients about their technology. We understand what they need, what they use better than them. And for some reason, still we go to these QBRs. They don't want to participate, or we get to the QBR and they are kind of feeling, "Yeah, let's make this modernization project. Send me, Jack, a proposal." You work all day and night. You get together this awesome proposal, send over, and nothing happens for weeks. Right?

Somehow the decision-making is not really kind of dialed, and you know what? I have four kids, and believe me, I read most of the parenting books. We were struggling with this kid different way than the other. One was like really didn't like to eat proper food, right? You might have the same experience. And I was reading like, "No, no, no. Don't give them big options. Just give them three options," like, "Okay, do you want the broccoli soup? Do you want the cherry soup, or do you want the carrot soup? Choose." So they can choose. They feel they can choose.

Obviously, that was a loaded question because they will need cherry soup, no problem. But they have a choice. They think and they feel that they made the decision, and that's easy because they have to choose. It's not like, "Hey, what type of soup you'd like to have today?" "Hmm. I don't know." It's kind of hard, right?

So think about the same thing when you do a quarterly business review, for instance. We want to make sure there are definitive outcomes of decisions. That's what we call kind of in a funny way, it doesn't matter. You're going to get these decisions. It's a replace, renew, retire or regret.

So what outcomes we have. If you think about their devices, and you want to make sure that's going to be like a standardized environment, and you go through this asset renewal type of discussion, one thing you can do with one device is replace, or they can make a decision to replace a device if they're have a budget, and if the device or the structure, the system is really required, needed, and high-performance. That there is no real other choice that replace that device if it's not working well.

The second thing is that they can renew the device if they're still need the performance, but they don't have that much budget. So they can expand the life cycle, additional memory, additional RAM, additional warranty coverage. It's a really, really good way to still make it as a win-win with them.

And the third one is just get rid of the device. For them, it might be not really a good idea, like my wife hates to throw something away because, "Oh, we might use it once." Right? Okay. But it's clutter. It's like a lot of objects around us, for the same for your client. They don't might easy let like a valuable asset go. We have to make sure we can retire those devices if it's no longer will work because it's work for you and it's expense for them.

And that's it. That's the three option. If there is another option coming because they just don't want to make a decision, they are postponing the decision, they let the device out of warranty, you are still managing like five, six, seven, eight years old devices, those are just non-decisive non-decisions. This is when they going to regret not making the proper decision.

So what I'm kind of advocating here is that give them these three option, replace, renew, retire. No other. And if you are strict on that, and if you go to the QBR, if you go to any type of asset replacement conversation, you can explain them why these four decision, really three, win-win decision, because the last decision is going to be always, always, always lose-lose, right?

We're going to get probably next week why we have these lose-lose situation, so keep going and see what we come up next week. Thanks.

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