Start Setting Boundaries!
Key takeaways in this Article:
A Client Conversation…
3 Steps to Set Boundaries
11 Workflows Every MSP Encounters
Determining the Best SOP
Balancing Service Delivery Efficiencies
Communicating Boundaries to the Client
Steve’s Smart Summary
Recently a good Client of ours asked to meet with me. The Client started the conversation by asking how one properly defines boundaries. During the conversation, we touched on several topics critical to maturing MSPs that goes into setting Client Boundaries–
Things like:
Defining a project
The finesse of assigning or scheduling
MSA language
…and a whole host of other interesting topics
All of these are important, and we’re always happy to provide the best practices to our Clients. But the issue of boundaries has long been a tough one for MSPs, so I thought I’d give an outline of my answer to the Client.
3 Steps to Setting Boundaries at the MSP
How to set Boundaries for new Clients and reset them for existing Clients, so all Clients become better MSP partners?
That was the question.
The challenge of setting Boundaries is complicated because there is internal work that needs to be done first, before the external work. Often this is because you cannot expect the Clients to organically honor the Boundaries you have established. They will always be testing you to see how resolved you are to holding them accountable when it comes to honoring those Boundaries.
Here is the three-step process:
1) Create the boundaries inside the organization.
2) Communicate the Boundaries to the Client.
3) Establish a one-strike-and-out rule to hold the Clients accountable.
Establish the boundaries inside the organization:
Establishing boundaries means working through three things:
1) The 11 workflows every MSP encounters
2) Determining what is the best SOP to meet the Client’s needs for each workflow
3) Balancing Service Delivery efficiencies with delivering superior service to the Client
11 workflows every MSP encounters:
The keys to setting boundaries are:
Analyze the types of Client Requests the MSP receives.
Ensure everyone knows when a request comes in what type of request it is.
And, that the Team understand what process is to be used, and what the Clients’ Service Delivery expectations are.
It is this advanced work that sets the stage for effectively communicating the boundaries to the Client.
We all recognize that not all tickets are created equal. Some are Incidents, some are Moves/Adds/Changes, and some are Projects…along with a few more. It is confusing enough to the Techs what to work on next, let alone communicate to the Client what to expect without defining the different workflows.
Determining what is the best SOP:
Part of defining the different types of workflows, is also determining what is a reasonable response expectation (SLA) for each workflow. We all know Critical Requests go to the top of the list, and some believe Projects should also be at the top of the list.
In a Reactive, Break/Fix Service Delivery model, all tickets go to the top of the list. Now, it quickly becomes clear that this is nonsense, but we deliver our services in this manner anyway.
A smarter way is a Proactive, Data-Driven Service Delivery model where types of tickets are segmented into different workflows, each with its own SLA and SOP. This way, the Service Delivery operation is organized, and the delivery of services to the Client are orderly.
Balancing Service Delivery efficiencies:
There is a way to structure an MSP’s Service Delivery Team so that every request can be at the top of the list. However, the staffing level to make sure someone is standing around with nothing to do when the next request comes in is so astronomically high, no Client can afford it. Sometimes Clients need to be reminded of this fact.
So, what do we do? We look at the historical data and predict when quick response requests are going to come in, pre-position someone to be available for those types of requests, and for the rest, we set reasonable expectations and leverage the SLA automation to properly organize the list of tickets, so every request meets Client expectations 95% of the time.
Communicate the Boundaries to the Client:
Once the internal workflows have been defined, including SOPs and response SLAs, these response SLAs can be communicated to the Client. They do not need to know how the “sausage is made,” but they do need to know what to expect when a request is submitted.
It is important to communicate these expectations in advance, preferably as part of the MSA, but it is also important to communicate them within 20 minutes of receiving the request. This Reviewed and Assigned communication gives the Client a chance to alert the MSP of our extenuating circumstances and an opportunity to request expedited service (not to be confused with escalated service).
Establishing a one strike and out rule:
I will be the first to say that you cannot draw a line in the sand to hold a Client accountable and expect them never to cross it. From experience, we know you cannot say something once to a Client and expect them to remember our response SLAs. Besides, a good businessperson would test the resolve of a partnership to find where the real boundaries are.
Because of the good business testing, it is important that everyone within the MSPs organization knows the boundaries first. Once they are established internally, then when the testing comes, the Team will respond in a professional manner. Yes, this means letting the Client and Account Manager know the guidelines are being bent this time.
It is up to the Account Manager to have a conversation with the Client that the guidelines did bend for them, but it is a one-strike-and-out. The next time the Client calls with an unreasonable request, the Team will be instructed to hold the Client accountable to follow the guidelines; in other words, service will be delayed and follow the response time guidelines.
Of course, there are always business reasons why expedited service is needed. In those situations, the Team needs to identify them early (Triage all requests within 20 minutes,) notify the Client of the Reviewed and Assignment, and listen for an expedited service request, and the MSP needs to have an Expedited Service SOP in place.
Summary:
It is critical as an MSP matures to move away from a Reactive, Break/Fix Service Delivery model to a Proactive, Data-Driven one. Setting boundaries is a good place to start because it also encompasses
Setting up the PSAutomation to work for you
Techs always knowing what to work on next
Building a better Customer Experience
Properly Organizing and Ordering Responsibilities
Streamlining Invoicing and Recouping Lost Revenue
Go figure…that is Phase 1 of the Unshackled: Service Delivery Optimization Program.
The elephant in the room:
Who is Advanced Global, and why should we listen to them?
Recently someone we’ve been in communication with since DattoCon 2018, who was faithfully reading our articles, commented that up until a few months ago, “I really did not know what Advanced Global does.” So here are a few bullet points to let anyone interested know who we are and what we do:
We Are – the Autotask Global Service Delivery Authority
We Help – MSPs thrive
We Solve – Service Delivery issues, inefficiencies, and challenges by making sure:
Techs know what to work on next
Someone is managing all open tickets and driving them to completion
The staffing levels are correct, and the workload is balanced
Real-Time Time Entry is a cultural habit
The Client has a great client experience
Profit is maximized
Autotask is being fully leveraged
The historical data that is in the Autotask software is accessible to benchmark, track & USE effectively
The Service Delivery operations can scale
Projects are completed On-Time and On-Budget
The company can grow
MSPs know what they don’t know
Our Tools:
Autotask “Best in Class” standard build
Our MSP robust Service Delivery SOP library
Advanced Live Reports
Expertise in providing a transformational experience
Note: We are not philosophers; we are doers with 31+ years of Service Delivery experience, bringing real Service Delivery Improvement change, profitability, and Best in Class performance.
We start by offering a FREE No-Obligation PSA Configuration Evaluation
Steve & Co