I’m sure you’ve heard the expression, “If you think a professional is expensive, wait till you hire an amateur.” The technology field exemplifies this. We’ve all had clients managed by a semi-technically literate person in the office. Often, you inherit a client from another MSP and find it was barely managed at all by the previous provider.
The fact that most people don’t understand technology is a blessing and a curse. If more people were capable of supporting their own IT needs, there wouldn’t be as much work for us. The downside is that people are often misled or simply unable to tell if their IT support provider is doing the expected work.

Professional vs amateur cost comparison: hiring a pro may seem pricey, but hiring an amateur can cost you more in the long run.

Here is a familiar scenario.
A small accounting office with 14 staff members relies on the youngest guy in the office for tech support while also calling an “MSP” when needed. They seek a new provider because the current support often takes a day or two to respond. Tired of waiting, they need a more mature level of support.

STEP 1: Review environment

Start by assessing the environment. A simple walkthrough can reveal much. An experienced senior tech should sense the situation just by observing the physical setup. Is the network rack a rat’s nest of wires? Is the server overheating in a closet? This review helps gauge the risk the client may pose to your business.

STEP 2: Gauge client’s willingness to invest

If the client environment is chaotic, many might assume it’s due to the prospect being cheap and refusing to invest in appropriate equipment and support. While this is often the case, it’s important not to jump to conclusions without discussing it with the prospect.
Meet with the client in person to review your findings and propose solutions. Outline a plan that highlights high-impact projects designed to mitigate major risks. While they may not agree to everything—especially if they haven’t budgeted for IT spending—they should express a willingness to invest in resolving critical issues. Ensure they have a reliable server, ideally with warranty support, an image-based backup solution, and cloud-based email services like O365 or G Suite to improve their operational stability.

STEP 3: Go or no-go

To build a stress-free business, be selective about the clients you take on. The temptation to accept any client is strong when starting, but this can lead to significant headaches. If a prospect resists investing in solutions or focuses primarily on price, it’s best to walk away.

If they recognize the value of your insights and are willing to address major issues, encourage them to commit to making these corrections within the first 2-3 months of the relationship. While immediate action would be ideal, it may not be feasible depending on their cash flow.

Podcast Recommendation: For more on cybersecurity, listen to my episode, ERP043 - Cyber Attacks on MSPs w/ Kyle Hanslovan.

“All revenue is not created equal”

All revenue is not created equal. Don’t chase clients seeking the lowest price. Just because a prospect's environment is a disaster doesn’t mean they recognize it. Act in their best interest, be honest about the situation, and avoid blaming the previous provider. Help them understand that you will offer a higher level of service, reducing risks like downtime, data loss, and cyber threats.

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