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5 Ways to Improve Your MSP Service Level Agreement (SLA)

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5 Ways to Improve Your MSP Service Level Agreements (SLAs)

SLAs are the foundation of your MSP business. They are essential to building strong client relationships and must be clear, reasonable and well-constructed.

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Would You Rather MSP Edition: Round 2

Posted April 17, 2015by Stephanie Moncayo

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image source: http://samuraiminister.deviantart.com/art/Superman-vs-Captain-America-307327298

Last week’s MSP Edition of Would You Rather was a total success and we hope you enjoyed our questions as much as we enjoyed reviewing your answers. Shockingly enough, getting hit with a shovel was no big deal for a lot of you when you had to choose between that and getting hit with Cryptolocker. We'll recap the results from our first round of questions next week, but there's still more fun to be had! Are you ready to play Round 2?

As we mentioned before, the results are interactive and live so feel free to participate. Also, once you’ve selected an option you can see poll results thus far. That way, when you do choose to get hit with a shovel you can commiserate with the other 70% of respondents who agreed with you!


MSP Super Powers

We would all like to wake up, jump into an Iron Man suit and fly to work or to have a skeleton reinforced with indestructible metaladamantium and accelerated healing powers like Wolverine. Truth is, you would like to have these super powers for more than just yourself, but also for your business, clients, hardware you name it. Wouldn't it be awesome to have a Help Desk solution that responds faster than Flash or a backup and disaster recovery (BDR) solution that saves the day and protects against villainous viruses like Batman watches over Gotham? Unfortunately, mutant powers aren’t real so we came up with some more attainable super powers that can help you grow your business. Which of these do you think is more helpful though?

image polls
online surveys

 

Superior Perks

Every office has its perks. Some of us here at Continuum enjoy our location in the heart of downtown Boston, our extensive selection of teas or "pizza Thursdays." This year is especially exciting because we're all getting yellow Lamborghinis for our end of year bonus...kidding! As MSPs, some of your perks may be extended vacation time. If you don't think that's possible in your line of work, think again! By taking advantage of smart-sourced resources that allow your company to work more efficiently at a manageable cost, you can afford to take that cruise to the Bahamas!

Related: Does Your Business Have a Vacation Mode?

Some perks are just the little things in life that make your day less stressful. Think about how much more at ease you are when you know your clients' data is safe because its backed by a fully managed BDR solution. Better yet, consider how nice it is to remove the hassle from IT management when you're only working with one software as a service (SaaS) solution. That's enough to perk you up, right? It’s always important to make sure you are getting the most out of your vendor relationships. On the other hand, here are some more perks for you to choose from:

survey software
survey software

 

The Least Painful Task

For those of you struggling to maintain your inhouse help desk solution, the following questions are most likely questions you have to often ask yourself. Have you ever considered outsourcing these operations so that you and your team can focus on and execute higher value projects? In our last edition, the responses for the two questions in this category were very 50/50. Every MSP business has its unique set of hardships and obstacles, which is why we want to learn more! Hopefully, this time around we'll see some more definitive, universal pain points in the world of managed IT services.

Related: If Your Technicians Aren’t Project Managers, You’re Doing It Wrong!

 

feedback surveys
panel management

 

Quality v. Quantity

In a perfect world, we wouldn’t have to forgo quality for quantity or vice versa. It’s a question for many small business owners when considering outsourcing for projects or even whole operations. Cost is always a factor, which is why you want to work with the right vendor - one that understands your individual client relationships and is devoted to developing them further. You want to be able to trust your partners to take care of your clients in the same exact way you would. A personal touch can go a long way when it comes to working with people, but it takes TIME! So we ask, what’s more important to you?

Related: Meet the Technicians that Answer Your Clients' Calls, Continuum's Help Desk!

survey service
polls


We look forward to your responses and want to thank everyone who participated in the first edition. For those of you who might of missed it, you can find it here: Would You Rather MSP Edition: First Round of Brain-Busting Questions! If you have any questions that you would like to ask the MSP community, leave us a comment below! 


You can still grow your business when you're short of staff and budget...

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Stephanie Moncayo is an Inbound Marketing Consultant at Continuum. Stephanie works with the programs team, assisting with content creation and strategy. A recent graduate of Northeastern University, Stephanie is passionate about dancing and traveling, as well as studying market trends and behavior.

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