Running an MSP often involves juggling high client expectations with the reality that no team can know everything. Over the years, I learned (sometimes the hard way) how to fill those gaps without killing my margins. Here are five strategies I’ve used, along with personal examples, common pitfalls, and ways to avoid them.
The Freelancer to the Rescue
Once, a client had a weird networking issue involving QoS on their VoIP system. I didn’t have anyone on my team who knew QoS deeply, but the issue needed immediate resolution. I found a freelancer through a colleague who fixed it in two hours—saving the day and my client’s phone system.
Common Pitfalls:
- Trust Issues: A freelancer might look great on paper but lack follow-through.
- Knowledge Gaps: They solve the problem but leave no documentation, making future issues harder to address.
Mitigation Strategies:
- Always test freelancers on small projects before handing them critical tasks.
- Require detailed documentation as part of the deliverables.
Partnering with Specialist Firms
I once landed a large project migrating a client to Azure. My team wasn’t equipped to handle all the nuances, so I brought in a specialist firm that focused exclusively on Azure migrations. They made me look good and ensured the project was a success.
Common Pitfalls:
- High Costs: Specialist firms can charge a premium, and poor scoping can lead to overages.
- Communication Issues: Misaligned expectations between your team, the client, and the specialists can create chaos.
Mitigation Strategies:
- Define the project scope and costs upfront.
- Stay involved as the middleman to ensure smooth communication and alignment.
Vendor Support: The Low-Hanging Fruit
One time, a firewall kept randomly rebooting. We suspected a hardware issue but couldn’t pinpoint it. Vendor support confirmed it was a firmware bug and sent us an update within 48 hours. Crisis averted.
Common Pitfalls:
- Slow Response Times: Vendors might take days to escalate your case, especially if you don’t know how to navigate their support system.
- Blame Games: Vendors might insist the problem isn’t theirs.
Mitigation Strategies:
- Establish priority escalation paths with key vendors before you need them.
- Document everything before contacting the vendor to avoid runarounds.
The Peer Network Pool
When I struggled with a quirky SQL Server issue, a fellow MSP owner from a peer group helped me troubleshoot it in real-time. It turned out to be a rare bug they had encountered before. They saved me hours of frustration.
Common Pitfalls:
- Inconsistent Expertise: Not everyone in your network is equally reliable.
- One-Sided Relationships: If you’re always the one asking for help, you might burn bridges.
Mitigation Strategies:
- Be willing to share your own expertise to build goodwill.
- Vet advice before acting on it, especially for critical systems.
Hire a Fractional Expert
At one point, I had a client in a highly regulated industry that needed regular compliance reviews. I couldn’t justify hiring a full-time compliance expert, but a fractional hire gave me just what I needed to keep the client happy and compliant.
Common Pitfalls:
- Scope Creep: Fractional experts can end up doing more than you intended if boundaries aren’t clear.
- Availability: A fractional hire might not be available in an emergency.
Mitigation Strategies:
- Create a contract that clearly defines responsibilities and hours.
- Have a backup plan in case they’re unavailable when you need them most.
