About This Episode

We have another case study from our listeners to dissect: an MSP went through the entire sales process with a prospect. Right before the contract was signed, the new client got spooked by the very thorough and honest 90-day onboarding plan that they were presented with.

What should the MSP do? How do they navigate the new client’s fears and rectify the situation so they start this new relationship on the right foot? Brian, Tim, and Robb weigh in and share their thoughts and experiences.

4:08 – The hosts start off by offering their thoughts on how and when the onboarding process should come up with a new client, emphasizing that the sales process is the time to create value with a prospect.

7:48 – Robb shares how detrimental perception can be versus reality, and dives into how to positively shape the client’s perspective. Brian gives examples on how to present onboarding as a project plan that may have speed bumps, but that has safeguards in place to overcome any obstacle that may arise. They remind listeners that the people on the other side of the table are business people, not tech people, and most likely won’t understand most of what’s in your onboarding plan.

10:43 – Robb asks Tim for suggestions on what this MSP can do at this point in order to get a signed contract. They discuss the new set of questions that have now been opened up by bringing doubt into the prospect’s mind.

15:30 – Brian talks about the importance of having a solid, documented onboarding process that you consistently deliver with minimal pain to both your customer and yourself. He gives examples of day-one checklists and other suggestions.

18:10 – Brian shares his ideas on what an MSP can do if they find themselves in this situation: clarify, empathize, neutralize, influence, and ask.

23:41 – The hosts discuss what to do if you go through the steps outlined by Brian and the prospect continues to have doubts or objections. They agree it comes down to helping the prospect get back to why they had decided to go with you in the first place.