Show Website: https://mspbusinessschool.com/
In this episode, our team discusses what are the needs of the customers and what is the reality of what the customers want.
4:51 Brian dives right into the conversation, sharing that he read an article about QBR and how he has different opinions about it. He begins the discussion by stating that QBR should be about communicating with the customer.
6:00 Robb clarifies Brian’s thoughts if he means about QBR being like in the past where it’s just reviewing numbers and data and repeating everything.
8:15 Brian shares his thoughts on QBR and says to have a business conversation a couple of times a year to understand the customer better. The focus should be on what’s in it for the customer.
11:34. Tim answers Brian’s question about leadership expectations from an MSP and says when dealing with clients, focus on their business and ask where they want in the next 3-5 years and how your technology stack can get where they want to be. Robb adds that clients want to know what you are doing and how can it fit into their business.
14:46 Brian expands on what it really is QBR about: the key objectives and the obstacles. He also emphasizes that QBR is becoming a sales call.
16:30 Educate the customers, build strategies and get their input for their own plan.
20:28 Robb asks how to get clients who got dark in QBR back to engage in the process. Brian answers to start with deliverables and becoming a better partner. Open up with the customer, appreciate the customer, trust, faith, and transparency.
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
