The Gap Between What You Sell and What Clients Hear

In this enlightening coaching session, Brian Doyle offers his seasoned insights into the gap between client perceptions and the actual deliverables provided by Managed Service Providers (MSPs). Doyle, drawing on his extensive background as an MSP, provides a nuanced understanding of how to bridge these gaps through clear communication and precise contract terms. The episode dives into topics like client assumptions about MSP deliverables, how to manage these expectations, and offers strategic approaches to avoid conflicts arising from misunderstandings in service agreements.

Throughout the session, Brian discusses critical strategies that can help MSPs redefine their offerings and improve client satisfaction. Emphasizing the importance of clear onboarding processes and consistent language across sales and marketing materials, the conversation focuses on the necessity of aligning internal and external communications to avoid discrepancies that might affect service perception. Specifically, the dialogue delves into the complications arising from varied service offerings and the steps MSPs should take to streamline their security and compliance services for better client understanding and engagement.

Key Takeaways:

• Clear Communication: Emphasizing the importance of defining what services are and are not included in MSP contracts to avoid client misunderstandings and disappointment.
• Client Perception Management: Highlighting the need to manage client expectations from the start, explaining notions like 'all-in contracts' and security assurances effectively.
• Sales and Onboarding Coordination: Discussing the significance of consistent messages from sales to service delivery to ensure clients receive a uniform understanding of what services they've signed up for.
• Spotting Misalignments: Encourages continuous review of marketing materials to ensure they accurately reflect current service offerings and contractual agreements.
• Operational Success: Suggesting strategies like simplified service tiers and comprehensive client education to improve service delivery and customer satisfaction.

Show Website: https://mspbusinessschool.com/

Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/

Sponsor vCIOToolbox: https://vciotoolbox.com