When was the last time you sat down with your Managed Service Provider (MSP) for a talk that wasn’t about a server outage or a suspicious email?
If you’re thinking about it, you’re not alone.
For many business owners, the IT support team is like the fire department. You’re glad they are there, you hope you never have to call them, and you usually only see them when there’s a problem.
Here’s a little secret: Your MSP is not just another vendor on your payroll. They are not the same as the company that supplies your coffee filters or takes care of your office plants.
Your MSP has access to everything crucial for your business.
More Than Just a Vendor, They’re Your Partner
Here’s a little secret: Your MSP is not just another vendor on your payroll. They are not the same as the company that supplies your coffee filters or takes care of your office plants.
Let’s rethink how you see your MSP. You pay a company to manage, maintain, and secure your most important asset: your technology and data infrastructure.
They are the digital guardians protecting your business.
When you look at it this way, doesn’t it seem odd to treat them like a simple fix-it service?
Your relationship with your MSP should be more like regular strategy sessions with your COO or top financial advisor. They are an essential part of your business, and building a strong relationship based on trust and communication is vital.
The MSP “Coffee Test”
So, how can you tell if you have a true partner or just a tech vendor? Ask yourself a few simple questions. Let’s call it the “Coffee Test.”
Do You Know Who to Call? I don’t mean the support desk number. Do you have a dedicated client success manager or account representative? Do you know their name? More importantly, do they know yours and understand your business goals?
How Hard is it to Get a Meeting? If you wanted to discuss your technology roadmap for the next two years, could you schedule a meeting this week? Or would it take countless emails and a long wait?
Is There an Open Door? If you have a significant concern or a crazy idea, can you easily reach the leadership at your MSP? A true partner invites conversations about your vision and concerns.
Are They Proactive or Reactive? Does your MSP only contact you when there’s a server issue or a bill is due? Or do they proactively suggest security improvements, discuss new technology that could help, or plan for future growth?
If you answered “I don’t know” or “No” to most of these, it doesn’t mean your MSP isn’t capable. It might just mean the relationship is stuck in that old “fire department” model.
Why a Strong Partnership Matters
When your MSP understands why your business needs certain things, like your growth plans, operational challenges, and company culture, they can become strategists instead of just technicians.
They can recommend technology that not only works but also helps you achieve your goals. They can anticipate your needs and scale your IT infrastructure before you face any growth-related issues. You gain peace of mind, knowing that the people with the keys to your business are dedicated to protecting it and helping it thrive.
Time to Send That Coffee Invite
Your business relies on technology. Your MSP manages that technology. Doesn’t it make sense to have a strong, trusting relationship with them?
So, go ahead. Send that email. Invite your account manager for coffee. Discuss what’s new with your business, your goals for the next quarter, and what’s on your mind.
A great MSP won’t just take your call; they’ll be excited you reached out.
And if they aren’t? It might be time to find a partner who welcomes these kinds of conversations.