INTERVIEW
Speaking from experience, Tomaszewski added that focusing on outcomes for the customer rather than the technology that is provided was a good way of standing out from the pack. “I go back to my MSP days, I would go to a boardroom against three or four other MSPs who would go in and say, I can do security, compliance, backup, we’re going to be like your in-house IT department. If everyone says that they all sound the same, the customer will pick purely on price. “I would ask one question: What does success look like? What are the KPIs, the goals, the metrics? What’s your vision this year? And they would look at me like, ‘Dude, we brought you here to do IT’.” By aligning himself and his company to the goals of the customer, Tomaszewski said that the relationship becomes a partnership rather than just a cost for services provided on the balance sheet.
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The world is changing in the MSP space. We’re about to make a major shift with AI and so many MSPs, before they get to a peer group, are spending a lot of time trying to figure out what to do.
As a result, customers keep MSPs abreast of the overall goals and KPIs that it is pursuing, which then means that introducing new services is received as a helping hand or shortcut to success rather than just trying to fleece the customer for more monthly revenues. While he was running an MSP himself, Tomaszewski says that this approach was one of the ideas he was able to share with people in peer groups. These groups, comprised of fellow MSPs targeting different industries, act as an area where MSPs can bounce ideas off each other.
“I’d encourage everybody as an MSP to be a part of a peer group, I think it’s vital today.” said Tomaszewski. “The world is changing in the MSP space. We’re about to make a major shift with AI and so many MSPs, before they get to a peer group, are spending a lot of time trying to figure out what to do. “In our peer group, we have frameworks and we teach MSPs how to go to market, and how to run a successful, high performing MSP. So when you come into the group, you’re spending time on implementing rather than figuring it out. “When you’re in a group of nine or 10 like-minded individuals in non competing markets, you can share and look at it like your board of directors who guide and support you through changes in your business. “I looked at my peer group as my board of directors, and I know that a lot of our MSPs in our programme feel that same way now about their groups. It truly is about helping them consistently see the right levers to pull for their business.” X
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