MSP SPOTLIGHT
Bret Erickson Puts Customers First , And Double-Digit Growth Follows
Passkey Technology ’ s focus on client retention , continuous improvement , and robust cybersecurity is building lasting relationships that propel growth .
BY ESTHER SHEIN
Bret Erickson , President , Passkey Technology passkeyinc . com
Company Passkey Technology
Founded 1991 ; bought the business in 2007
Headquartered Golden Valley , Minnesota
Geographic Market Minnesota and surrounding states
Top Growth Indicator Client retention
YoY % of Growth 12.5 %
President Bret Erickson
MSP Success : What Are The Top Three Business Indicators You Use To Measure Your Company And Why ?
Bret Erickson : 1 ) Client retention . I hear the term “ churn rate ” in our industry , like that ’ s something to be tolerated and measured . I never want to set ourselves up for failure . 2 ) Projects . Projects mean change and usually improvement . That means we are doing our job . Moving clients along in their technology journey and not standing still . 3 ) Feedback . A couple of my favorite books are Raving Fans and Customers for Life . I want to hear how great our staff is . I want to hear how much they appreciate our response time . I want to hear that they trust us . Then I know we are making an impact — that we are doing what we set out to do .
MSP Success : What Is Your Single Secret To Success This Past Year ?
Erickson : Taking the time to work “ on the business ” as they say in E-Myth . But not alone — with our staff . In smaller breakouts or squads . Each with a topic . Soliciting ideas and pain points to be solved , from the whole organization . And most importantly , never have a meeting without an agenda and minutes .