Let’s talk about one of the biggest decisions an MSP has to make: Do you go with a standardized stack for every customer, or do you let them pick and choose their own firewalls, routers, servers, desktops, laptops, and whatever else their tech-loving hearts desire?
Now, I’m all in on the standardized stack approach, and I’m going to tell you why. But first, let’s dive into the pros and cons of both sides of this tech tug-of-war.
The Pick-and-Choose Playground
Ah, the pick-and-choose approach—where customers get to play IT chef, tossing in a dash of this brand’s firewall and a sprinkle of that server. On the surface, it might sound like a customer’s dream come true. “You mean I get to choose what I want? Awesome!” But here’s the reality check: It’s not as sweet as it sounds.
Pros:
- Customer Satisfaction (Initially): Sure, customers love feeling like they’re in control. Who wouldn’t? They get to pick the brands they trust, or more likely, the brands they’ve heard of in a commercial once.
- Customization: You can tailor solutions to specific needs, which sounds great… until you realize it’s like assembling a jigsaw puzzle where the pieces don’t quite fit.
Cons:
- Support Nightmares: Ever try to troubleshoot a problem when you’re dealing with a Frankenstein’s monster of tech? It’s like trying to fix a car that has parts from ten different manufacturers. Fun? Not so much.
- Training Overload: Your helpdesk and professional services staff will need a PhD in “All the Things” just to keep up. That’s a hard pass from me.
- Cost Control? What’s That?: When customers can pick whatever they want, your costs are all over the place. Good luck forecasting that budget!
The Sweet Simplicity of a Standardized Stack
Now, let’s talk about the standardized stack—the approach I’m all in on. Imagine every customer with the same gear: the same firewall, router, server, desktop, laptop… you get the idea. It’s like having a wardrobe where every outfit matches. Life just gets easier.
Pros:
- Happier Customers (Seriously): I know, it sounds counterintuitive, but hear me out. When everything works seamlessly together, customers are happy because things just work. And happy customers don’t call you at 3 AM because their self-chosen, off-brand router just went kaput.
- Cost Control: You’re buying the same gear in bulk, which means better pricing and predictable costs. Plus, no more explaining why one customer’s invoice looks like a grocery list while another’s is a novella.
- Streamlined Training: Your helpdesk staff only needs to know one stack, and they’ll become experts at it. No more scratching their heads when a new ticket comes in.
Cons:
- Initial Resistance: Some customers might balk at the idea of being told what gear they need. But trust me, a little hand-holding and education goes a long way. And if they’re still insistent? Well, there’s always that one-in-a-million prospect who’s better off with someone else.
Why I’m Team Standardized Stack
At the end of the day, the standardized stack just makes sense—for you and your customers. It keeps costs in check, simplifies training, and leads to happier customers who aren’t pulling their hair out because their mishmash of gear isn’t playing nice together.
And really, when your customers are happier and your staff isn’t constantly learning new systems, you get to do what you do best: help your customers succeed without drowning in chaos. Now, who wouldn’t want that?
