Wes SpencerCo-Founder, Empath · Co-Founder of Empath | Recovering Cybersecurity Guy| Keynote Speaker | 2020 Cyber Educator of the Year | Building the MSP Workforce Operating System

Busy MSPs often overlook follow-ups

15 May 2024 · 1 min

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In this segment, Wes Spencer explains that Managed Service Providers (MSPs) frequently become so occupied that they neglect essential follow‑up actions. He describes how, in their workflow, the final step of onboarding or Quarterly Business Review (QBR) processes is simply to schedule a short follow‑up meeting (15–30 minutes) to discuss the recent activity, such as Bob's Plumbing's onboarding. Additionally, the team habitually conducts an immediate debrief right after a sales call, reviewing what went well and what should be avoided in the future. The overall message highlights a common operational blind spot—forgetting to execute follow‑ups—despite having a nominal scheduling step in place.

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What we found was MSPs are so busy, or at least we as an MSP were so busy, it was easy to forget those things. So the last step in most of our processes was schedule the follow-up meeting and we would just schedule 15 minutes, 30 minutes, whatever to talk about, you know, Bob's Plumbing's onboarding. And the last step in the onboarding was schedule the follow-up and let's go talk about it. The last step of all of our QBR process was, you know, let's take 15 minutes and just see how it went. We'd walk out of a sales call and literally pick up the phone and have the conversation right then and there. Hey, I just left a sales call. This is what went well. This is what I should never do again.