A rapidly growing construction company was fed up! Their current IT provider took several days to respond to phone calls and forever to set up computers for new employees. Their biggest frustration was constantly wasting time by repeating themselves thanks to the constant turnover of their IT vendor’s employees. Why didn’t anyone stay at their IT company? The construction company had reached their threshold and made the difficult decision to find a new IT provider during the middle of the COVID-19 pandemic. That’s when we met them.
What Specific Characteristics Was the Construction Company Looking For?
You might be surprised, but they were not interested in the various technology services we offer. Sure, they wanted an experienced company that knew tech, but what they really wanted was a company that would think and act like their CIO. The construction company wanted our president, Eric, to help guide them in making major business decisions, such as moving to a new office and what was the best option to replace their outdated infrastructure. They also yearned for engineers they could build relationships with and who took the time to really understand their business. They told us they just didn’t TRUST their existing provider to guide them in the right direction.
So How Do You Build Confidence and TRUST to Win Over Your Prospect?
Ten years ago, we were that IT company, struggling to keep clients and be taken seriously by prospects and customers. If we did not make a change, we might not be here today! We realized that we needed to focus our attention on our “soft skills.” Tech skills only took us so far. We needed to turn our tech-focused team into brand building rock stars!
That’s why I created the BRAND Method. BRAND is an acronym for Behavior, Respect, Appearance, Networking, and Dynamic Dialogue. I worked with each member of the team by creating workshops during staff meetings. We talked about the power that a growth mindset, professional appearance, empathetic tone of voice, strong phone skills, and positive nonverbal communication have in determining a positive or negative perception with our clients and prospects. We analyzed these concepts using real-world client examples. The transformation was tremendous! Our profits grew four-fold, team collaboration and morale drastically improved, and the average revenue of our clients increased too!
This process enabled us to maintain strength and profitability during the pandemic and sign new clients. including the construction client at $8K MRR!
What Is an Average Client Worth to Your MSP?
If you haven’t already, determine what an average client is worth over the life of their contract. Now take a look (albeit virtual) at your team. Do they have the “soft skills” needed to build trusted relationships or would you prefer they hide behind the computer monitor? How much of an investment are you willing to make to ensure your team is polished and poised to accurately represent your corporate brand? A brand that sets you apart from your competitors! Ready to roll up your sleeves and make a positive shift in your business?
Learn the Key Strategies to Soft Skills Success in a Six-Week Online Class
Register today for my six-week LIVE online class called Confidence + Credibility = CA$H! Each week will go in depth into the secrets of my proven B.R.A.N.D. Method. We will explore the key strategies we use at my MSP to transform your company, from owners to techs, into polished brand ambassadors who clients praise and prospects are excited to buy from!
Now more than ever, we need to exercise greater leadership skills and empathy to ensure our team is happy and our clients maintain faith that we are strong, viable, and able to handle their business needs.
If you or your team does not make others feel like a VIP, you risk losing their trust. If you can’t make a consistent positive impression, you risk the possibility that your competitors will.
LISA SHORR is a certified advanced image consultant and owner of Shorr Success and Secure Future Tech Solutions. With more than two decades of experience in the sales and marketing arena, she conducts workshops and coaches MSPs on professional development and corporate branding.
