the MSP project Communication Model Template

Table of Contents

    Are you communicating effectively when you make a change for your client?

    Technical changes, like fixes, installations, or projects, are great opportunities to destroy and build relationships. The difference between destruction and building is usually communication, not technical ability.

    For example, we recently mediated an issue between an MSP and their very large, very important, mostly unhappy client.

    Only “mostly” because the MSP did great work technically—but “unhappy” because they didn’t communicate. The MSP had just rolled out a change that affected every user. It was a disaster.

    Now, the MSP realized the problem, fixed it, and implemented the solution. Technically, they did what they needed to do.

    The problem was that every user couldn’t access essential files for a day and a half. Worse, when users called for support, the help desk opened a ticket but didn’t have an answer or any way to help – nobody had informed the helpdesk of the changes, so they were as much in the dark as anyone else.

    The client was on the verge of firing the MSP, not because of their technical work but because of how they communicated it.

    The MSP had no idea.

    This is a recipe for losing an important client.

    The solution is implementing a structured communication process and going through each step for every major project.

    So, how do you solve the problem? Implement a communication structure and make sure you go through each step. Here is the 9-step communication plan we put in place:

    this image shows our 9 step communication process.

    Download this as a customizable PowerPoint slide here.

    Implementing this process saved the MSP their client, who is now very happy with the service they receive.

    So, the next time you make a significant change, communicate it effectively so that you strengthen rather than destroy the relationship you have with your client.

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