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July 14, 2015

Training Your Team for Life as an MSP

Josh Preston
Service Design Program Manager
ConnectWise, Inc.
Training Your Team for Transition to MSP

Your team defines you. The people who represent you and talk to your customers each day set a precedent for the kind of service you offer and how skilled you are at providing managed services. That’s why it’s important to ask yourself if your team has the right skills to ensure your customers get the level of service they demand.

If you’re an old hat at managed services and your answer is yes—then great! But for those new to the MSP market, you might want to spend extra time to train and prep your sales team as you switch to a new business model. You want your team to have a strong understanding of their new sales platform. After all, how can customers understand your offering if your sales team doesn’t?

Choose Wisely

You’ve got two options as you prepare your team: hire people with managed service experience or train your current team. There is no right or wrong choice, but you want to make sure they’re prepared for what’s ahead—especially if you train your existing team—and determine a compensation model. Many MSPs pay their team based on total contract value or gross profit as opposed to revenue.

After you have your compensation models in place, the next part of your sales strategy you need to concentrate on is networking and lead generation. Encourage your reps to build your pipeline through referrals and other informal channels. Experienced service providers say half their sales come through networking and word-of-mouth referrals. Cultivate your business and vendor relationships by:

1. Joining your local Chamber of Commerce and attending the meetings. Find yours here.

2. Becoming a member of a trade group or tech association (like CompTIA). Already there? It’s time to re-engage.

Once you enter the rewarding world of managed service, the game changes. You’re no longer a sales person, but instead an expert ready to guide customers to success. The sooner your team knows that and, better yet, knows how to sell that value, the better off you’ll be.

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Josh Preston Service Design Program Manager
ConnectWise, Inc.

As a father of two who plays Minecraft with his daughters, Josh knows the value of practice, perseverance and a fresh perspective. Raising two little girls keeps you on your toes, and Josh brings that agility to his work at LabTech Software.


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