As a CIO or MSP owner, you’ve probably struggled with how or if to get your customer support staff back to the office. You may have heard stories from friends and colleagues ranging from successful experiences to downright awful experiences providing virtual customer support. You may have even been through such experiences yourself. Here are

Sometimes, as an MSP owner or executive, you find yourself in a client relationship with someone who’s not a dream client. No doubt that’s a difficult situation. Firing an MSP client should usually be a last resort when nothing else has worked. Also, remember that the providers who can successfully manage even the most difficult

My niece, Sally, worked in a law office where the office manager said, “We try to never say no to our clients.” Sally replied, “But what if the answer is no? What if someone asks if I’m an attorney? What am I supposed to say?” The office manager’s intent was good. She wanted to use

As an IT manager, CIO, or MSP owner, if you frequently have to deal with end-user and customer complaints, it’s time to re-evaluate your IT team’s customer service skills. Studies show that poor customer service will negatively impact your company’s bottom line. Usually, a client’s first interaction with your department or business will involve a