EP138 – The Secret to Building a Pipeline of Profit Part 3 with Ian Luckett and Stuart Warwick

We first discuss the importance of client education, emphasizing consistent communication, regular newsletters, and informative emails. Utilising resources like exclaimer at the bottom of your email signature can significantly aid this continuous education process. When clients remember your advice or can refer back to past communication, you're enhancing your relationship with them and positioning your MSP as a trusted resource.  Stuart highlights the importance of planning and preparing for client meetings. Sending an agenda beforehand, focusing on business issues rather than technical ones, and leaving a memorable impression are all crucial aspects of a successful meeting. Simple gestures like bringing cakes or company merchandise can forge a deeper bond with the client, as well as improve understanding of what's happening on the ground.  The conversation during the meeting should follow a framework or an agenda, beginning with building a rapport and then gradually transitioning to business matters. It's crucial to remember personal details about your clients and ask about their business's current events. Being aware of broader contextual headlines, like inflation, government decisions, or vendor activity, will also provide context and relevance to your conversation.  Discussing your client's business developments, growth plans, or mergers will show your genuine interest in their operation and can potentially lead to a discussion about opportunities and risks from a technological standpoint. Being able to provide insights on upcoming technologies, such as AI, and suggest improvements for their systems will showcase your strategic value.  Stuart also notes the importance of a well-structured, automated follow-up process. Whether it's ticketing for meeting planning, project quotation, invoicing, or even customer satisfaction feedback, all these actions should be logged in the system for everyone in the business to track effectively.  Wrapping up, Stuart and I discuss the impact of this process on MSPs. By implementing this approach, MSPs can increase their clients' value, hold meaningful conversations about financial commitments without causing discomfort, and ultimately ensure long-term relationships with their clients. The end goal is to make your MSP indispensable to your client's business, reducing the risk of becoming irrelevant and potentially losing revenue.  We wrap up the episode with a reminder that these processes, while they might seem daunting at first, can start simply. Even if you don't have automation in place, a checklist and consistent follow-through will go a long way. The ultimate aim is to retain your clients, grow your business, and consistently deliver value.  Now, time to finally look binge-listen all three-parts and transform your client relationships from supplier to partner.    Connect with me on LinkedIn and see what I'm up to by clicking HERE  You can also connect with Stuart and see what he is up to by clicking HERE  To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE    Until next time, look after yourself and I'll catch up with you soon!