CHAMPION MINDSET
You Bought the Company.
Larry Ward Managing Partner, PCS Florida
Now You Have to EARN the Customer Relationship!
Buying another MSP is only the first step— earning customer trust is the real challenge. Learn proven strategies for communication, onboarding, and retention from experienced MSP acquirers.
BY PEDRO PEREIRA
Paul Cissel CEO, Growth Caddie
Tommy Thornton CEO, Automates
First impressions matter when you buy another MSP, especially for the acquired customers. They will naturally be skittish, wondering what will change. And they’ ll have questions— lots of them. How and when you communicate with them, and the cadence of introducing any changes, will either send them running or put their fears at ease.
While you won’ t retain every customer— and some of them you shouldn’ t— having a well-defined communications plan in place will increase the odds of a successful transition for you and them. Here’ s what MSPs with multiple acquisitions under their belt recommend.
Be Prepared for Their Questions
Anticipating concerns that will be raised during your initial communication is critical.
Fear of the unknown drives the questions from acquired customers, says Larry Ward, managing partner at PCS Florida, an MSP in Sarasota, Florida.“ They want to know what will change, whether they will still have their primary support contact, and whether prices will increase.”
Concern about price increases“ is the question we get 90 % of the time,” says
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