If you’ve been in the MSP game for any amount of time, you know that objections are just part of the process. But let’s be honest—sometimes they can feel like getting hit with a water balloon full of cold reality. Over the years, I’ve encountered my fair share of objections, and trust me, I’ve learned some lessons the hard way. Here are the top 5 objections you’re likely to face, along with how to tackle them like a pro (so you don’t end up like I did, staring at an empty sales pipeline wondering what went wrong).
Objection 1: “We’re not actively looking, but I’m open to hearing what you have to offer.”
Ah, the classic “maybe, but not really.” This one’s like someone saying, “Sure, I’ll take a look at the menu,” but you know they’re probably going to order the same thing they always do—nothing new.
I once got this response from a prospect and thought, “Hey, they’re halfway there!” But instead of focusing on why they should be looking, I rambled about our services. Spoiler alert: I never heard back.
Instead, here’s what you do:
- First, connect the dots for them. “I get that you’re not actively looking, but the last time a client wasn’t looking, they ended up with a server meltdown during their annual fundraiser. Let’s avoid that.”
- Next, don’t come off as just another sales pitch. “Look, I’m not here to sell you something you don’t need. I’d rather see how we can keep your IT running smoothly without you even thinking about it.”
- And finally, sprinkle in some urgency without sounding like a doomsday prophet. “Even if you’re not ready to switch things up, knowing what’s out there can save you from scrambling later. Let’s chat before something decides to go ‘poof!’”
Objection 2: “We already have an IT provider.”
This one feels like being told, “I’m seeing someone else.” And trust me, I’ve been on the receiving end of this more times than I care to admit. But instead of retreating, I learned to dig deeper.
Take the time I got this response and immediately assumed they were off-limits. Turns out, they were actually dissatisfied with their current provider but didn’t know they had other options. I left a potential client hanging by not pushing a bit further.
So, when you hear this:
- Start by planting a seed of doubt—in a nice way. “That’s awesome you’ve got someone! A lot of our clients were in the same boat before they realized they could get more tailored support. What’s your current setup like?”
- Then, offer something they can’t refuse. “How about a free IT health check? It never hurts to get a second opinion, and who knows, maybe there’s something we can help improve.”
- Finally, show them you know their world. “We specialize in nonprofits, so we understand the specific challenges you face. Even if you’re happy now, I’d love to show you how we’ve helped others in your position.”
Objection 3: “We don’t have the budget for this.”
Ah, the dreaded budget objection. It’s like being invited to a fancy dinner, only to find out your wallet’s at home. Early in my MSP career, I used to take this as a final answer and back off, figuring they just didn’t have the cash. Big mistake.
Here’s the thing: when someone says they don’t have the budget, it’s often because they don’t see the value yet. I learned this after losing a deal, only to find out they spent more later fixing a problem that I could have prevented.
Here’s how you handle it:
- Point out the cost of doing nothing. “I totally get the budget thing—especially post-COVID. But not addressing small IT issues now can lead to bigger expenses later. Let’s explore some solutions that fit within your budget.”
- Offer to start small. “We’ve got scalable options. Why not start with something basic that won’t break the bank? Then, as you see the value, we can expand.”
- Show them the money (or savings). “I know it seems like a big investment, but the ROI can be huge. Think about all the downtime we could prevent or the efficiency we could boost—those savings add up.”
Objection 4: “We’re too small to need managed IT services.”
This one makes me chuckle because I used to think the same when I was running a smaller operation. I figured I didn’t need the big guns. Fast forward to a massive system crash that ate up a whole weekend, and I was singing a different tune.
So, when a small prospect gives you this line:
- Educate them on the perks. “You know, small organizations can benefit even more from managed IT services. We give you the expertise you need without the overhead of a full-time staff.”
- Position yourself as the growth partner. “Even if you’re small now, having the right IT in place can make scaling up much smoother. We’ve helped other nonprofits grow without IT becoming a roadblock.”
- Address their specific needs. “I get it—when you’re small, every dollar counts. That’s why we tailor our services to make sure you’re getting exactly what you need without any fluff.”
Objection 5: “We’ve had bad experiences with IT providers in the past.”
This one stings because it’s rooted in past disappointments. I’ve been there—both as the guy dealing with bad service and the one trying to win back trust. One time, I let this objection scare me off, only to find out later that the prospect really just needed reassurance that I wasn’t like the last guy.
Here’s how to flip it:
- Acknowledge their pain and offer a fresh start. “I’m really sorry to hear that. Unfortunately, it’s a story I hear often. But we do things differently. How about we start with a small project to build trust?”
- Bring in the social proof. “I get it—you’ve been burned before. But our clients love working with us because we’re transparent and focused on results. I’d be happy to share some testimonials or case studies.”
- Offer a no-risk trial. “Look, I know it’s hard to trust again, so let’s take it slow. How about a no-commitment trial? You can see what we’re about without any strings attached.”
Wrapping It Up
Objections are just part of the MSP life, but with the right approach, they don’t have to be deal-breakers. Each one is an opportunity to show your value, stand out from the competition, and build lasting relationships. Trust me, I learned all this the hard way—so you don’t have to.
