MSP 101: The importance of FeedbackNov 16, 2021
Welcome back to this MSP Marketing 101 Pillar Series of posts and in this one, we're talking about one of my favourite topics, which is feedback.
Feedback is by far, in my opinion, the best way to grow not just a profitable business, but grow in all other areas like your brand and your company culture.
It's really not complicated either - all it takes are 3 steps.
Step 1: Implement a feedback system. Such as Customer Thermometer, SmileBack, or CrewHu.
Step 2: Respond to ANY negative or constructive feedback to find out what and why they left that feedback. And the key here is that you should be looking at steps to fix the ROOT CAUSE of this issue. So at least this specific issue doesn't happen again.
Step 3: A step that's often missed out by most MSPs, and that is to communicate this back to your client. Tell them what you have done - show them that you value their feedback and are willing to change your business around the feedback that they've given.
This doesn't just apply to client-facing feedback either. Why not roll out an internal feedback system to your staff and survey them to make sure you are doing everything possible to make your staff happy too.
It's exactly the same process. Implement a tool - you could go high tech and online with something like OfficeVibe if you are looking for one or even low tech tools like a physical suggestions box, then respond to any constructive feedback and fix the underlying issue. Feed this back to your staff so they know that their actions have resulted in a positive change, not just to that person, but to everybody in the business.
Do this right, and you can make them feel like Roy in Ted Lasso.
This feedback topic goes far, far deeper than just this brief summary and someone who can help with this, and much more - is Continuity Marketing.
Thanks for reading this MSP Marketing Pillar 101 post in this MSP Marketing Pillar 101 Series - head over and subscribe to my YouTube channel for more and I'll see your smiling faces, in the next one.
🛒 Continuity Marketing: https://www.continuity.uk/
🛒 Officevibe: https://officevibe.com/
🛒 Customer Thermometer: https://www.customerthermometer.com/
🛒 Crewhu: https://www.crewhu.com/
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