#110 - Customer Discovery for MSPs: Dwell Before You Sell | BMK VISION ROUNDTABLE

Your ticket surveys come back 95% satisfied - and Josh Peterson doesn't care. In this BMK Vision Roundtable, Josh and Gary Boyle bring in customer discovery expert Bob London to settle what actually measures client loyalty, and the answer isn't a score. It's a conversation most MSPs never have. Bob London is the creator of Radically Authentic Discovery (RAD) and a former CMO with 3,000+ customer discovery conversations behind him, and in this conversation we explore why surveys mislead, how "seller's itch" derails discovery calls, and how curiosity becomes a competitive edge. Along the way: the board-meeting question, the mute-button discipline, and where a listening tour fits for MSPs still shaping their go-to-market. ---------- What We Cover in This Episode - Why 95% post-ticket satisfaction scores tell you nothing about loyalty - Where NPS misleads - and the qualifier question that exposes it - The board-meeting question that opens executive conversations - Seller's itch: the moment sellers pounce and deals stall - Dwell before you sell - and the mute-button discipline - Grading discovery calls with AI against the RAD standard - Why "I'm not a sales guy" might be your biggest advantage - Listening tours: hearing gaps before they become churn ---------- Guest Links Guest LinkedIn: https://www.linkedin.com/in/boblondon Guest Website: https://boblondon.co ---------- Subscribe & Follow BMK Vision YouTube (Video Podcast): https://www.youtube.com/@beringmckinleyvision?sub_confirmation=1 Learn More About the Vision Platform: https://beringmckinley.com/vision Apply to Be a Guest: https://beringmckinley.com/blog#speaker-form ---------- SEO Keywords - Customer discovery - MSP sales - Discovery call questions - Net Promoter Score - Client listening - Sales coaching - Radically Authentic Discovery - MSP client retention - BMK Vision Podcast ---------- Credits Host: Josh Peterson Co-Host: Gary Boyle Producer: Bering McKinley Episode: #110 - Customer Discovery for MSPs: Dwell Before You Sell | BMK VISION ROUNDTABLE