Is it time to kick us to the curb?
Running a small or medium-sized business is hard enough without having to worry about your IT stuff. That’s why you hired an MSP to take care of it for you. They promised you a lot of things, like saving you money, making your IT systems faster and safer, and giving you peace of mind. But are they really delivering on those promises, or are they just taking your money and running? How can you tell if your MSP is letting you down, and what can you do about it? And yes, lets make this personal. Instead of us looking at “other” MSPs out there, sometimes it is a good idea to take a good long and hard look at ourselves and ask….are we doing a good enough job, or a great job for our clients? So, here are some signs to look for and some tips on how to evaluate your MSP:
Sign #1: They Ghost You When You Need Them
One of the most important things you expect from your MSP is timely and accurate communication. You should be able to reach them easily and get quick answers to your questions and problems. They should also keep you in the loop about any changes, updates, or issues that may affect your IT systems. If your provider is hard to get a hold of, takes forever to reply, or doesn’t tell you what’s going on, you may be dealing with a flaky and unprofessional IT partner. This can lead to frustration, confusion, and possible downtime for your business.
Sign #2: They’re Stuck in the Past
Is your MSP stuck in the past? A good IT partner should not only fix your IT problems, but also prevent them from happening in the first place. They should also help you use the latest technologies and best practices to improve your IT performance and efficiency. A good test is to identify if the same problems are continuously reoccurring. If your MSP is always reacting instead of planning, or using outdated and clunky solutions, you may be missing out on opportunities to grow and optimize your business. You may also be putting yourself at risk of security breaches and compliance violations!
Sign #3: They Don’t Know What They’re Doing
A third sign that your MSP is letting you down is that they don’t know what they’re doing. A good IT partner should have a team of qualified and experienced IT professionals who can handle any IT challenge or project that you may have. They should also have access to the best tools and resources to provide you with the best IT solutions. If your provider lacks the skills and expertise to meet your IT needs, or uses crappy tools and resources, you may be wasting your time and money on ineffective and inefficient IT services.
Sign #4: Are They Looking To Improve?
Improvement is a continuous game within the IT Industry. This includes industry improvements and changes but also internal processes. Is your MSP advising you as to what is changing within the industry and how to plan for those changes? Are they recommending improvements to your IT processes? And more than anything else, are they open to improving their own processes to adjust to your way of working? If your MSP is stuck and not willing to look into the future, are they a fit for where you are going as an organization?
What to Do If Your MSP Is Letting You Down
If you notice any of these signs, or any other signs that your MSP is letting you down, you should not hesitate to take action. You deserve an IT partner that can provide you with the best IT services and support for your business. Here are some steps you can take to better your IT partnership:
- Talk to your provider! Look, none of us are perfect, and to Sign # 4, if the relationship is not working the way you would like to ~ talk to your provider! The cost of change is something to take into consideration. So, give your MSP upfront and direct feedback. Now this may be tough if Sign # 1 is in play. However, in any relationship, letting the other party know what they are doing wrong and what needs to change is the first thing you should do.
- However, if this does not work, or is not taken seriously….it is time to review your contract and service level agreement (SLA) with your current MSP. Check the terms and conditions, the scope and quality of services, the fees and charges, and the termination clauses. If your MSP is not fulfilling their obligations or meeting your expectations, you may have grounds to dump them or renegotiate the terms.
- Do your homework and compare different IT partners in your area. Look for IT partners that have experience and expertise in your industry and size of business. Look for IT partners that have rave reviews and testimonials from their clients. Look for IT partners that offer a variety of IT services and solutions that suit your needs and goals. Look for IT partners that have clear and honest communication and pricing policies. However, make sure that you are comparing apples to apples.
- Everyone will tell you they are amazing! However, make sure you are providing the exact details of what you are getting currently, where the services are falling short, what kind and how many projects you may have coming up, etc. This way you will not get your self into another situation where the new provider eventually falls short.
As we are an MSP, our first guidance is to “talk to your provider” and see if the relationship can improve. Give THEM a chance to be a better IT Partner. However, in the end finding a different and better IT partner may be the move which could make a huge difference for your business. Either way, don’t sit on a so-so MSP service. There are many of us out there! If this one does not fit, another one will.
