Multi Pronged Customer Communications – ITPN-EP001 - IT Provider Network - The Podcast for Growing IT Service Providers

IT Provider Network - The Podcast for Growing IT Service Providers

In today's show we are going to talk about 3 great ways to keep in touch with your client base. I’m Terry Rossi and this is The IT Provider Network Show Episode Number 1 Episode 1 - Multi Pronged Customer Communications 2017, Terry Rossi IT Provider Network http://www.itprovidernetwork/episode1 Transcript [0:00] Music. [0:19] Welcome to the it provider Network show my name is Terry Rossi and I'll be your host today for episode 1 of the show. [0:26] We hope that you will join us on our journey as we attempt. To bring value to you and your company to try to help you grow and scale your MSP business or cloud service business, and share some of the tips and tricks that we learned along the way so without further Ado Let's Start Episode 1. Intonation we going to talk about three great ways to stay in touch with your client base and this is an important thing for all managed service providers. Because you're only as good as your last out a boy. [0:56] What I mean by that is if you're out of sight you're out of mine with a managed service customer if you're not providing value and showing your face and communicating with them. You're just another bill that comes on the first of the month that the customer questions whether they need or not so. [1:12] My company and our experience we found that there are three Avenues and which you can talk to your customer base there from your sales department your finance department. And your service department the order in which they communicate to your customers at least initially isn't exactly that order sales finance and service at least in our company it is, so where does it all start it starts with person, are there out there prospecting the managed service sale and you know they were the first people to make contact in there the first people that represent your company in the eyes of the prospect. Prostitute inside sales person an inside sales person in my company is a telemarketer. So we have a guy Jim it's been with us for over 8 years he dials all day everyday $80 a day in rain sleet or snow. [2:00] It takes a special person to do that so we're fortunate to have them. The gems out there representing our company what he says on the phone and how it interacts with the gatekeeper what we call the gatekeeper that's the person answering the phone as well as the key contact that we're trying to reach. That's how our company is represented that's the first impression that everyone remembers. [2:21] And it's important to get a great person to do this whether you're Outsourcing it or doing it in-house you need to really really really that that person that's doing the, falling for you cuz they are the first impression for your company I know there's a lot of people that want to Outsource this job and that's because it's a hard job and it's hard to get a person that will actually do that everyday, I encourage you to try to find that person though it's well worth it to keep it in house, companies that you hire that telemarket on very few of them and I've talked to many of their principles and their owners. Good companies doing good work but they're not as good as someone that sitting in your office that you can hear is pitch all day long and you can understand who is marketing to you can work with him during your daily Huddle's are your sales meetings to make sure that, that person is going to represent your company the way you want that's key that's really important in a business that's built on trust. So getting back to sales the first Contact is always with sales and it starts with a telemarketer, or the inside sales person or your outside sales person whoever makes the first Contact then it progresses to the hunter person that's out there actually trying to close the deal, trying to land a business for your company that person whether it's you or hired salesperson. They're key in representing your products and services setting the right e...