Client perception issue, but no one can point at anything — how have you tackled this?
Small MSP owner here.
I’m running into something I can’t quite pin down, and I’m curious if anyone else has dealt with this.
We’ve heard from a couple of clients recently that:
“Things don’t feel quite right.” "There is a perception that things are getting resolved."
The problem is, when we look at the actual data, nothing obvious jumps out.
- No major unresolved tickets
- SLA metrics look fine
- Help desk satisfaction is good
- No specific technician or team member has been named as the issue
- Project work is moving along
- Proposals are being delivered
- Deployments are happening
- vCIO meetings are still on cadence
But the perception is there. And once that perception takes root, it can be hard to undo.
A few things I’m trying to figure out:
Is this really a communication cadence issue? Are we not doing a good enough job showing the work we’re doing behind the scenes? Could one person in the client’s leadership team be driving the narrative even if the rest of the organization doesn’t feel the same way?
For those of you who have successfully turned around a “vibes are off” problem before it became a real relationship issue:
What did you change?
Appreciate any advice. This feels like the kind of thing that’s much easier to fix now than after a renewal starts going sideways.