EP188 - How Your Customer Experience Can Multiply Your MSP’s Profits with Justin Neale & Ian Luckett

06/21/24 • 31 min

Our conversation with Justin Neale was packed with useful tips and strategies to help improve customer experience and ultimately drive higher profits for MSPs. Justin, who has an extensive background in customer experience from his time at Airbus Group, now dedicates his expertise to helping smaller, more nimble companies, including MSPs, optimize their customer journeys.

We began by discussing why customer experience is more crucial than ever. Justin highlighted that while MSPs typically enjoy high customer retention rates, there is always room to improve and create even stronger bonds with clients. This is particularly vital in today’s competitive landscape where exceptional customer service can set an MSP apart from the competition.

One of the key takeaways from our discussion was the concept of customer journey mapping. Justin emphasised the importance of understanding your ideal customer persona and designing processes around their needs. He suggested involving the entire team in this exercise to ensure everyone is on the same page and committed to delivering a seamless customer experience. By identifying and focusing on your ideal customers, MSPs can streamline their operations, resulting in happier clients and more engaged staff.

Another significant point was the importance of clear communication and proper handovers between different teams within an MSP. Justin used a relatable analogy of a bride being handed over to a stranger on her wedding night to illustrate how jarring poor handovers can be for clients. He recommended using tools like videos to introduce team members to clients, ensuring a smooth transition and maintaining the client’s trust and confidence.

Justin also shared tips on measuring customer success. Rather than relying solely on traditional metrics like revenue and margins, he advised MSPs to focus on leading indicators that reflect the health of customer relationships. Regular business reviews with clients can provide deeper insights into their evolving needs and open up opportunities for additional services. This proactive approach not only strengthens client relationships but also positions the MSP as a trusted advisor, leading to higher client retention and increased revenue.

We also explored the concept of customer advocacy. Justin pointed out that loyal clients who are wowed by your service can become your best salespeople. Moreover, when clients advocate for your MSP, it strengthens their own commitment to your services, creating a mutually beneficial cycle.

Throughout our conversation, Justin Neale consistently highlighted the need for MSPs to focus on adding real value to their clients’ businesses. This involves understanding their unique needs and challenges and delivering solutions that genuinely help them succeed. By doing so, MSPs can differentiate themselves in a crowded market, command higher prices, and build long-lasting client relationships.

Connect with Justin Neale on his LinkedIn HERE

Or you can also visit his website by clicking HERE

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

To join our amazing Facebook Group of over 400 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!

Connect with Justin Neale on his LinkedIn HERE

Or you can also visit his website by clicking HERE

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

To join our amazing Facebook Group of over 400 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!

Previous Episode

EP187 - How Stress Impacts You and What to Do About It with Rachel Williams and Ian Luckett

We begin by welcoming Rachel back to the podcast. She shares her experiences and the importance of self-care, emphasising how important it is for maintaining a balanced and productive life. Rachel’s consultancy, Zest Lifestyle, focuses on helping individuals and teams become healthier and happier, ultimately enhancing engagement and productivity at work.

One of the key takeaways from our conversation is understanding what stress really is. Rachel explains that stress is a natural reaction to events, serving as a protection mechanism. However, in today’s fast-paced world, stress often becomes prolonged, leading to various health issues. We discuss the different types of stress signals, including physical, mental, emotional, and behavioural. Rachel highlights common physical symptoms like aches, digestive problems, and fatigue, while mental signs can include mood swings, irritability, and poor concentration. Emotional indicators might be feelings of loneliness and anxiety, and behavioural changes can manifest as increased consumption of alcohol or junk food, procrastination, and nervous habits.

Rachel emphasises the importance of recognising these stress signals in ourselves and others. For many of us, our stress threshold can vary, and it’s crucial to identify when we are approaching our limits. By understanding our own stress signals, we can take proactive steps to manage stress effectively. This involves addressing the five pillars of vitality: sleep, diet, physical activity, mental well-being, and taking time to pause and recharge.

We also discuss practical tips for managing stress. One effective strategy Rachel recommends is writing down a list of stressors and categorising them into things we can control or influence. This exercise helps in taking actionable steps to mitigate stress and brings a sense of control over the situation. Additionally, creating a healthy sleep environment, eating a balanced diet, and incorporating physical activity into our daily routine are essential practices.

Rachel shares her personal experiences with managing stress, including how she incorporates physical activity like swimming into her routine. She stresses the importance of movement, suggesting that even simple activities like walking can significantly reduce stress levels. Moreover, she highlights the value of a supportive work environment where employees feel comfortable discussing their stress and seeking help.

We touch on the impact of diet on stress, with Rachel advising on the benefits of consuming natural, unprocessed foods. She mentions that proteins, vegetables, and fruits can improve our overall well-being and help manage stress. We also discuss the role of hydration and the common misconception between hunger and thirst, encouraging listeners to stay hydrated to avoid unnecessary snacking.

Finally, we explore how to support colleagues who may be experiencing stress. Rachel advises creating a culture of well-being within the workplace, where open communication is encouraged, and resources are available for those in need. Recognising stress in others and offering support can make a significant difference in maintaining a healthy and productive work environment.

In closing, Rachel urges everyone to be mindful of their stress signals and to take proactive steps in managing stress. By focusing on the five pillars of vitality and fostering a supportive work culture, we can improve our overall well-being and help others do the same.

We suggest you listen to EP145- You Are Not Alone where Ian talks about the feeling of isolation, and also EP128 – How to Turn a Bad Day Into a Good Day where Ian talks about shifting your mindset to the right direction.

Connect with Rachel through her LinkedIn HERE if you fancy daily tips from her.

You can also reach out to Rachel by visiting her website HERE or by emailing her at [email protected]

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you’re ready to take the next step in growing your MSP, come and take the

Next Episode

EP189 - The Dangers of Being a Profit Passenger in Your MSP – Success Stories with Gary Rayner & Ian Luckett

Gary Rayner, after 18 years in business and on the verge of reaching a seven-figure turnover, recognised the need to shift his approach to managing finances within his MSP. Initially, his in-house bookkeeper managed day-to-day invoicing and bookkeeping, a role that evolved from Gary himself to an ad-hoc helper, and finally, a dedicated in-house process. Despite his interest and involvement in finance, Gary realised that what got his MSP to its current level wouldn’t be enough to propel it forward. The turning point came when his bookkeeper retired, and Gary temporarily resumed those duties, which highlighted areas where the business was not optimally billing or even missing billing entirely.

Gary's decision to bring in an interim CFO marked a pivotal moment in his MSP’s journey. This CFO, although not from the IT sector, brought a fresh perspective and a wealth of financial expertise. Gary wisely chose someone outside the IT industry to avoid inherited bad habits and gain unbiased insights. This move highlights the importance of surrounding yourself with people smarter than you in specific areas to drive business growth.

The CFO's role was not just to manage day-to-day financial tasks but to establish robust processes and provide strategic financial oversight. Gary and his CFO worked on integrating various tools and systems, such as PAX 8 and Autotask, ensuring seamless data synchronisation with their accounting software, Xero. By leveraging Excel for detailed financial analysis, they could compare data from different sources, ensuring accuracy in billing and financial reporting.

One of the significant changes Gary experienced was the shift in focus from just net profit to a broader range of financial metrics, including EBITDA, adjusted net profit, gross profit, and cost per customer acquisition. This comprehensive approach provided a more detailed understanding of the MSPs financial health, enabling better strategic decisions.

Gary's journey illustrates the importance of having a structured process and the willingness to revisit and reassess financial management practices. The introduction of a CFO allowed Gary to step back from the detail and focus on strategic growth areas. Even though the CFO's tenure was short-term, the impact was profound, leading to the implementation of efficient processes that the team could manage independently in the interim.

The transformation also involved adopting forecasting tools like Fathom, which provided valuable insights into potential future scenarios. This capability allowed Gary to plan for various outcomes, ensuring the business could navigate challenges and capitalise on opportunities with confidence.

Gary's story is a testament to the power of financial literacy and proactive management in scaling an MSP. His experience highlights that understanding and controlling financial metrics is crucial for any MSP aiming for sustainable growth. By taking the necessary step to bring in external expertise, Gary positioned his business for continued success and stability.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

To join our amazing Facebook Group of over 400 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!