Aside from being viewed as a time-waste and money-sink, slow computers can quickly create problems for your clients. In this MSP Minute, we’ll break down three of these problems and their effects on your MSP clients.
Every MSP has those clients who just don't get it. They don't get why a workstation should be replaced after three years, or why we need to throw away a device which is still working "on paper". It's really hard to convince those people in a logical sense why they should be replaced. Otherwise, it's going to create for you many different headaches out of warranty issues and all sorts of other problems. That’s why I want to make sure I give you three different tidbits on what to do with this situation.
1. Set Expectations for the User Experience
The first item here is to think about the user experience and have a conversation with the client about the expected user experience. For example, if my phone is lagging for one second, or my wifi or my app is not connecting immediately, I get frustrated. And so does everybody else. As consumers, we get used to everything in an instant. If I go to a company and I have a five-year old laptop and I have to wait for it to boot up and everything, it's just not the expectation I have. I might use my own computer, which is much faster and more modern, instead of what I use in the company setting.
2. Advocate for Client Employee Appreciation
The second thing is appreciation. As a user, I don't really feel appreciated and motivated if my employer doesn't invest in me. If I have a salary of $50 per hour and I have a $1,500 investment for a Dell modern notebook, that works out to be 30 hours of my time. So if the company doesn't invest that amount of money in me every three years, what do you think I feel?
3. Enforce a Fleet Management Policy
The last item is about the mindset of executives and the narrative you can bring to the table. Rather than seeing this situation as a device-by-device evaluation, let them know this is part of a fleet management policy for your MSP. This could be something like saying that as part of your policy, every computer should be replaced in three years. You can also explain the reasoning for the policy but say that it’s non-negotiable.It’s also much easier for you to have, let’s say, one workstation modernization project every year where you collect all the laptops that are running out of three years and just replace them all at once. For your clients, it will also be easier to see it as a $6,000 investment rather than having questions around why an asset needs replacing.
With these pointers in mind, if you approach this situation from that tactical mindset, you'll be able to convey a better message around the user experience and appreciation. You’ll also be able to actually underline why an asset should be replaced. Ultimately it’s about being able to convey their problems while addressing their apprehensive mindset.