If you’re an MSP tech, chances are you’ve had your fair share of frustrating run-ins with vendors who refuse to work with you just because your name isn’t on the client’s account. You know the drill: you call in, explain that you’re acting on behalf of the client, and then you hit the brick wall of “You’re not on the account.” It’s enough to make you want to throw your phone across the room. But before you do that, let’s talk strategy.
Pre-Onboarding Authorization: The Key to Happiness (or at Least Less Frustration)
One way to avoid getting stuck in vendor purgatory is to tackle the problem head-on during the onboarding process. When you’re bringing on a new client, make it part of your procedure to ensure your MSP is listed as an authorized contact with all relevant vendors. This simple step can save you a ton of headaches down the line and makes those calls to vendors less like trying to sneak into a club you’re not on the list for. Plus, it shows the client you’ve got your stuff together, and they’ll appreciate that.
Call in the Customer Cavalry
Sometimes, despite your best efforts, you’ll still hit that brick wall with vendors. When that happens, it’s time to bring in the customer cavalry. Ask your client to contact the vendor directly and add you and your team to their account. It might seem like an extra step, but trust me, it’s better than wasting half your day convincing a vendor that you’re not some random person off the street trying to hack into their systems.
The Legal Backup Plan: Power of Attorney for IT (Sort Of)
If you want to take things up a notch, consider having the client sign a letter that gives your MSP limited authority over their IT accounts. Think of it like a power of attorney but for tech support. This letter can act as a safety net when you’re dealing with those extra-stubborn vendors who insist on paperwork before they’ll lift a finger. It’s like having a golden ticket to the chocolate factory, except instead of chocolate, you get the joy of being able to do your job.
Blame the Contract (In the Best Way Possible)
Let’s face it: vendor delays can wreck your carefully crafted response times. So why not put it in writing? Include a clause in your contracts that clearly states your response time guarantee doesn’t apply when the vendor refuses to talk to you because you’re not on the account. It’s not your fault they have an irrational fear of MSPs. Having this clause lets the client know what to expect and helps protect your team when you’re stuck waiting on hold—again.
The Trusted Contact Hack
If the vendor allows only one or two authorized contacts, use the trusted contact hack. Designate a key person—like your senior engineer—to be the official point of contact. Then, when anyone on your team needs to deal with the vendor, they can call in under that name. It’s not exactly foolproof, but it works often enough that it’s worth having in your toolkit. Just make sure the client is in on the plan, so there are no surprises later on.
The Three-Way Call
For those super-touchy vendors that won’t budge unless the client is on the line, a conference call can be your best friend. When something goes sideways, get the client on the phone, loop in the vendor, and have the client confirm that you’re authorized to handle the issue. It’s not ideal, but it’s better than having to wait until the client is available to get things moving. Plus, it gets the vendor off your back and lets you focus on fixing the problem.
Setting Expectations Early: Proactive MSP-ing
Don’t wait until things go wrong to have this conversation with your client. During onboarding, talk to the client about all the vendors they work with and make sure they understand the importance of giving you access from day one. This proactive approach helps prevent surprises, and trust me, the client will thank you when they’re not stuck on the phone with a vendor during a crisis.
The (Totally Legal) Fake Identity Trick
In a pinch, some MSPs have resorted to what can only be described as “creative identification.” Need to talk to a vendor but you’re not listed? Just say you’re someone who is on the list. I know, it’s not exactly by the book, but desperate times call for desperate measures. Just be smart about it, and don’t use this as your go-to move unless you’re backed into a corner. It’s one thing to channel your inner “Al from Accounting” when the whole company is down, but it’s another to abuse the system.
Shared Access, Shared Sanity
One approach that’s been gaining popularity is the shared access system. The idea is simple: the client has one authorized person on the account, usually someone with decision-making power, and all access requests are funneled through them. Whether it’s a PIN, a password, or a shared contact, this method gives you a direct route to getting things done without having to jump through hoops every time. And it keeps everyone happy because it’s all above board.
Build Vendor Relationships (aka The Schmooze Strategy)
Finally, never underestimate the power of relationship-building. If you’ve got a good relationship with the vendor rep, you might be able to get away with a lot more. Vendors are far more likely to help you out if they know your face, name, or at least recognize your voice on the phone. So, take the time to build those relationships—it’s a bit like working a networking event, but with fewer business cards and more “Can you please reset this router for me?”
