Msp sales process for customer service

How to create outlook signature

what does the MSP sales process actually look like and I'm going to give you that in today's video but not only am I going to give you that I'm going to show you why it's really important how to implement it for your business and ultimately help you make some additional Revenue because the amount of msps that I talk to on a regular basis are letting deals slip through the cracks and they don't even realize my name is Harrison Baron from growth generators. comom we help msps with sales training and marketing before I get into today's video I do have to mention two quick things number one there is a master class down below go check it out the feedback that we have gotten is absolutely fantastic and it is consistently evolving and becoming better so if it's been a while you might want to go check out that Master Class number two come hang out the Discord it is a beautiful community of people of msps from all walks of life in all stages of the journey all helping each other I hung out in there the other night we probably had about 30 or so people in voice chat ask asking questions getting the answers to help them grow their business it was truly truly incredible so let's talk about the actual sales process that you're going to need to go through and I got the handy dandy whiteboard behind me because we're going to dive in with uh my Infinity Stones set of dry erase markers here and I'm going to walk you through the exact process that you should be following including some tips and tricks the first thing is is you have to have some kind of lead you have to have somebody interested because otherwise they're just in this pool of people who don't really know about you right so we're just going to draw this person and hopefully that person is somebody who's seen your stuff and in this case we're going to call this person a lead because you've at least spoken to this person it's not a prospect where you have no idea you kind of know that maybe they might have an interest or at least they would be a great fit for your business which is amazing now ultimately you're going to need to talk to this person in One Way or Another whether that's marketing that's phone calls however you choose to communicate emails it does not matter but the first step in this process that you need to follow is they need to have some kind of Interest here and I apologize because my handwriting is absolutely atrocious but they have to have some kind of interest in your stuff I'm just going to write int up here and I'll label all of these down in the description down below so that way for those of you that can't read my horrendous handwriting you can still get the information they have to have some kind of Interest right they're going to go to the first step and the first thing is is hey I didn't really know I never really thought about you know what we could [Music] use yeah you know we could use an IT company or I don't like my current IT company something they should be saying something that triggers something in your mind of saying oh I might be a good fit for them that is the first step they have to show some kind of interest because if they don't they don't really exist you they need to say something and the first thing that you want to do whether you're building this out in a CRM my favorite one go high level is listed down below you could use HubSpot you could use Salesforce pipe Drive keep the list goes on and on use something that you love I would try to avoid an Excel sheet I'd even try to convert maybe a free version of monday.com or clickup into something like this but you have to have some kind of process and a nice little table and what you're going to do is you're going to create basic Al a tile and if you have a whiteboard laying around you could 100% do this all on posted notes I don't know why you would but you could if you wanted to but this person now moves into the interest column or the interested column because they've expressed interest in something that you could benefit them that you would provide that results in a potential for financial exchange hopefully more money in your pocket but that is the first absolute first step now after they're interested you got to get to the next step so what is that next step in most cases if you can go there or if not you're going to do this over Zoom you need to book an appointment you need to get a solid time on the calendar so that way you know hey I need to show up at this time or jump on a call and they know I need to attend that so you can see if you are a good foot for them and they are good fit for you so the first I guess the Second Step technically is going to be an appointment booked you have to book an appointment because without that you have nothing so they have to be interested after they're interested you're going to reach out in one way or another you can use an automated system to book an appointment it is vitally important that you do that because if you don't do this and you can't skip through this entire process you can't just go a all the way to Z over here because it just wouldn't fit it would be super weird the client would get kind of creeped out you have to go through this process just like we have processes for cleaning computers configuring networks setting up new workstations it literally does not matter but there is no skipping across any of this people might maybe get expedited through but ultimately you can't skip this process but you have to book an appointment or appointment booked it is the most important and first real step other than them saying hey you know what I'm actually interested and this person then begins to move all the way across and the nice part is is if you do decide to use a CRM you can attach the finances in here and I don't like green because green stains my whiteboard so we're going to go with blue but you could talk about the finances in here who that person is right we have a n first name we have a last name we might have a phone number in there whatever it might be information that you are going to need to cons consistently get this person through the process but the first they have to be interested next you have to book an appointment get some time on the calendar make sure it works out for both parties use some kind of scheduling app calendly and make your life easy now after they book an appointment guess what you got to do you got to show up that is the third step I know that sounds crazy but I'm going to lower this just so you can see it in in the uh camera here but you got to show up right I'm going to do su show up to that meeting because in that meeting you're going to learn if you're a good fit for them they're going to learn if you're a good they're going to learn if they are a good fit for you but ultimately you want to be able to see you want to be able to touch you want to be able to understand smell what is really going on in their business is it old super old Hardware that you don't want to get involved in or is it your dream client where you're like everyone has i7s and 64 gigs of RAM and these computers are dreams and everyone's got a SSD and the network is perfectly configured you might want to see that whole environment some of you might not want to but at least show up to that appointment I know that's super silly but once again you can't skip all the way across the sales process if you don't show up and I'm going to be using the second part of this whiteboard because I only have so much space but after you show up and we move our little guy over here and they're going to start going through this entire process and all of this data is going to come over you then start getting rid of all of these previous tiles because they're moving through your new sales process so after you show up you're going to start to realize oh there's a either a lot of opportunity here or not a lot of opportunity here but you have to be there in order to figure that one out now after you show up you are going to go through and create a proposal so I'm going to do CP here to make life easy and you're going to go back and you're going to create a proposal something that you could actually present to the client I'm going to use the money in this case cuz it's the closest prop I have they got to show you got to be able to put what you've learned what you've seen down on paper and hand it to that person to ultimately say hey this is how much it would cost for you to go through or work with us but you have to go back and start working on that proposal because if you don't nothing actually happens go build that proposal you can build it in zum you could build that in go high level you could build that in almost every CRM out there especially or if you're decide to use even some of the rmm and PSA tools out there allow you to go out and build proposals go build that proposal after you build this proposal this is where it gets a little debatable you can choose to make a little extra area called delivery proposal now I like delivering the proposal in person almost exclusively if I can't do that it goes out 15 minutes before the zoom call that you're going to be having because you want to be able to sit there stand there go through the objections answer any questions that they're going to have they're probably going to have questions you're going to give them a bunch of gibberish on a piece of paper you need to be able to answer that for them because I'm sure you probably didn't take the time to dumb it down that a kinder gner could understand and if you didn't make sure you're delivering it in person so you're going to have to schedule that that additional meeting that could be over Zoom that could be in person but you got to figure out a way to deliver that proposal so I'm going to put DP up here and once again this person gets to move across this process I'm going to draw him over here and I'm just going to do a nice little head e legs the whole nine you know I'm not I'm not an artist here right I'm a marketing and sales guy they're going to be keep moving through this entire process and when you deliver that proposal believe it or not there's not too many things that are going to come out of it there's really only kind of three but only two outcomes that are going to happen those are yes I want to do business with you no I don't want to do business with you or I still need to think about it which is the worst thing in the world we'll call it a maybe because maybe don't really mean anything you're just like well do you want lunch maybe is it good enough for them to say yes is it good enough is it bad enough that they're going to say no that is the worst thing in the world but you ultimately when you deliver that proposal you want a yes or you want a no now I'm going to just continue down here cuz I don't have any more room in the space but we're going to start to go through and you're going to have a three more boxes the first one is going to be I like to call it waiting because because you are you're waiting you're waiting for some kind of answer now in the waiting process you can then choose to follow up you can choose to just let it sit there It ultimately is totally up to you throughout the process some people like to be hounds and follow up with the person and make sure that they don't have any more questions you can choose to be as aggressive or non-aggressive as you actually want next is going to be my absolute favorite two letters combined close one and that is the worst W I've ever written in my entire life I apologize once again I do everything on a computer and I thought this would be cool to do on the Whiteboard closed one this and I'm going to stain my whiteboard for it because I love you guys is where the money comes in and yes if you're wondering this is an absolutely brand new never used Expo marker that tip is Flawless on there and um I don't know stains and it sucks but that's okay you want to have closed one the worst outcome I believe it or not and you could probably guess the next one is going to be closed lost and this means the deal is not going to happen ultimately and it kind of sucks but hey you know what you're going to win some and you're going to lose some and this person gets to go through and end up in one of these three boxes with the Final Destination being one of either closed one or closed lost and that's the best part about it you want them to land either here or here and this is obviously better than this one but hey you're not going to win them all you should be winning about 50% of them and it's okay you might realize after going through this and building this out in your CRM you lost a lot of money or you lost a lot of opportunities that's okay you can start to add in that information so you can make a business level decision of are my prices too high are my prices too low did I not provide enough value through that entire thing and in here you can actually add those notes and at the end of the year you can go through and diagnose them but the worst thing on this entire board believe it or not is and I saved red for last here is this one right here because the waiting or I don't know doesn't move the needle in either direction it sucks because you're just sitting there you can follow up a million times you're probably going to feel like I'm harassing the customer or I'm harassing the client the easiest way to get around this is send a friendly email you're going to send two or three or four of those sometimes hey this is Harrison just wanted to check in I know I sent over the proposal or we delivered the proposal on this date it seemed like a great meeting do you guys have any additional questions that I might be able to answer to either move the process forward or know that hey this is not going to be an opportunity that we're going to close let them know that they are human and you are human you want the answer and they need to make an answer because you don't want to harass them and get on the Do Not Call Center or put your name on a list of some sort I know it sounds funny but I've seen people follow up a little too much like every single day and sometimes multiple times a day waiting stinks you can follow up in a friendly manner three four even five times maybe once a week in the first week or two maybe every 2 to three days and then follow up if they don't follow up or you choose to say hey you know what it's been sitting and waiting too long it's either got to go to die or I got to know that I'm getting paid out on the money there's one thing that you can do and that is a hell marry email more than likely they're not going to accept the phone call but you could do this over phone too I'm going to grab my phone as a prop because why not and that's what I do hey this is Harrison I sent over a proposal a little while ago I have haven't heard back from you I'm going to say it's safe to assume to close your file I will give you 48 hours to respond if you choose to have me keep it open otherwise I'm going to be closing out and markting as lost of my system I do want to let you know that if I do do that I am going to have to go through the entire process again of building out the proposal meeting with you and that whole thing because our proposals are only valid for 30 60 90 days thank you so much and I look forward to talking to you bye that's it you're going to recreate what I just said for the most part in your own term and your own words that exact thing because you need this person to make a decision they got to put money in your pocket or you got to know that deal is dead because this column right here cannot be counted towards money in the pipeline super debatable but this is money in limbo kind of like an escro you're like ah it's kind of there but it's kind of not somebody else is controlling it you don't even know if it's going to happen this is the worst spot to possibly be in so you want to get them out of that you don't want to be too pushy following up over the course of the month you can automate it is super is is probably the best thing but they got to go in a close one or they got to go in a close lost so let's recap your entire sales process and I'm going to give you guys some tips too they have to be interested there's no doubt about it if they're not interested none of this can happen once again you can't skip around and all of these are going to be just shifted over to the right but they have to show some level of Interest after that you have to book an appointment you can't just not book an appointment and send a proposal at that would be the craziest thing to do possibly ever far more crazy than anything Red Bull's ever done I know that because I am very intelligent right that's a obviously a very a large joke but you have to book an appointment or appointment booked after that you have to show up this is probably debatable you don't need to put that on there but some people hey I got to show up to the meeting the appointment's been booked you can name that whatever you want it to to to to name it I but show up because you do you have to show up for the meeting after you show up in this entire process they're interested you have an appointment booked you're going to show up you're going to go and create that proposal now this depending on your proposal might take you quite a while because there might be Hardware there might be research involved it really depends if it's just for manag services creating a proposal is going to take no time at all and when you after you create that proposal you have to go out and actually put it in their hand otherwise none of this actually matters so you have to deliver that proposal in one form or another Pro tip always deliver it in person if you can never send it to them early and if you're going to do it over Zoom 15 minutes before the call is The Sweet Spot there you want to give them some time to review it but you don't want to just slap it in front of them and say well here it is you got to give me the answer right now sometimes I would send it to them while I was on the way to the appointment that way they had 15 to 30 minutes to to digest it as well and then after you deliver that proposal it immediately goes into waiting it has to this is the process I'm going to draw a nice little line here and then once they do that it's going to end up in Waiting because you're waiting for an answer now if you have a system that can do this as soon as they sign it's going to go into closed one and they'll end up enclosed one which means we get to put more of the green stuff in our pock Pock ET and if it doesn't end up in closed one it sits and waiting for a while and you followed up several times unfortunately it's going to have to skip all the way over Clos one and Clos lost and it's a dead deal that is your MSP sales process you can rename these you can tweak these a little bit you can modify the process so it works a little bit better for you but you have to still go through this basic premise of they have to be interested you have to book an appointment or appointment booked you have to show up to that appointment because if you don't you're a crazy person you have to create the proposal you have to deliver that proposal whether that's a second appointment or whatever you want to call it and then it's going to go in this kind of limbo phase where you're waiting for the answer you're going to have a close one or a close lost and that is the process that you're going to follow time and time again to have the best success when it comes to your MSP sales it has worked for my msps it has worked for my customer's msps it has worked for every single salesperson out there depending on what you're selling especially in the MSP industry and this might take a while this is not something that's going to happen in a day or two it could but the MSP sales process is quite long you might find out they're interested it might take a month or two for you to book an appointment it might take a couple a week or two for you to show up to the appointment right because you've booked it to create that proposal might take a day or two to deliver that proposal it might be a week or two and it could be sitting in limbo for up to 30 days or 60 days whatever you're comfortable with but at some point you have to decide is it a closed one or is it a closed lost scenario I hope that this video helps you I hope you're going to dial this in for your own business but that is the basic process that you need to follow in order to stop losing deals and start making them because when you follow this process and you fill this out with all of your little cards it makes life tremendously easier if you've made it this far I hope you hit that like button hit that subscribe button and notification Bell I wish you the best success check out that Master Class down below check out the Discord down below there's also a bunch of super helpful links down there I'll see you guys later love you guys bye