Empower Your Legal Services Firm with airSlate SignNow's MSP Sales Process

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what does the process actually look like when you have a basic problem at a customer's office well I'm going to be taking you through each step along the way that you can follow step by step by step to have the best possible outcome my name is Harrison Baron from growth generators. we help msps with sales training and marketing before I get into it as always one there is a master class down below it is going to have a significant impact on your business to help it grow year after year after year I've gotten incredible feedback from it I highly recommend you checking it out number two is come hang out with us in the Discord it is a fantastic community of people I was just in there we're having a grand old time good bunch of people but it is genuinely there I do hang out in there I do some live q&as of people that want to help each other in the MSP World from cyber security to basic standards of an MSP all the way as deep as you want to get in the space and it's not just for beginners it is for everybody who's just starting out all the way into the six and seven figure and heck there's probably some eight fig people in there as well so let's get into the meat and potatoes of this what does it look like when you have a problem at a customer's office now this is separate from cyber security if you're getting involved in cyber security you have other you have your own set of things this is for a basic MSP who is responding to let's say something super easy server goes out you don't know what the actual problem is you just got a notification or something that happened an incident had to occur for you to be notified informed about it whatever it might actually be you really have to fully understand and through that you have to be able to say hey there's a report somebody called in something had to have happened to let you know hey this is actually going on in the business it's just making this thing ring or a message pop up on the computer saying hey something is going on there after you do that you're going to do your assessment because just like I was in the fire service you have to figure out what's actually going on somebody calls says hey there's a problem okay well let me figure out how to actually respond to this problem so it's an initial assessment just an assessing what is going on because it could be something as simple as somebody knocked out the power okay no big deal it could also be something much much worse and it could be something I've had it happen where a PO a car hits a poll outside drops the power for the whole building and all of a sudden you're getting notifications saying all of these things are currently happening these problems for a business that you as the MSP need to figure out or how to actually address it so after you do your initial assessment usually remote first you're going to start communication with the appropriate parties that could be with the system administrators that could be with their internal staff that could be with the people that are cutting your paychecks whatever it might be you have to build that communication with them just letting them know hey and it could be as simple as picking up the phone and saying hey we see what's going on we kind of we tried to Ping the server can't get a hold of the server uh what's going on there and start that level of communication because think about it during this process the customer is kind of freaking out because something has happened now to the extreme of they lost power because there's a pole that got hit outside totally different story they'll probably figure that one out when the lights aren't on but what if the servers out well it could be a multitude of different things and you won't know you know you might start to kind of get an idea during that initial assessment but start that communication of just saying hey we know something's going on we are aware of it let's we're going to start to figure it out next is going to be containment whether that is containing and isolating that problem that could be just saying hey we know that the server closet got knocked out of power that could be all the way up to a Potential Threat now once again this is a Basics video and it could be something where hey I spilled a bottle of water on my tower and now it's it's gone well let's contain that flood containment can mean so many different things but you have to just go into it with an open mind and start to see look around what's actually going on and using your experience to say okay this makes logical sense as to why we're having an issue next is going to be documenting right you're going to start to figure that figure out that issue during that containment phase and start to work through but you have to document it right it's pretty simple pretty straightforward you want to make sure you document it on your end God forbid something happens you also want to make sure it's documented the customer can see it because more often than not your PSA and your rmm tools are going to be should be connected and I say tools because they can be one they can be two they could be even more than that should be connected to some level of communication with that customer and the nice part is is when you start documenting the customer can then probably see what's actually going on what are you finding in the trenches and I'm not necessarily worried about the business owner but what if you have a technician out there well the technician's not going to sit there on the phone with you while they're trying to fix something they're just going to be updating the ticket hopefully fairly regularly to let everyone know what's going on in that situation because once again it could be a very very basic thing power got knocked out no big deal when it comes to that kind of thing next is going to be escalation you might realize hey this is a bad problem this is way worse than we originally thought it was it could be a potential attack it could be something where hey you had a complete switch fry out I mean the list could really go on and on and on maybe it's a malicious employee that is that this is happening and you didn't even realize in the containment phase because that employee is now on a different computer or still in the office now you have to start to say okay well do I need to escalate this to somebody more experienced or is this something that I can take care of myself after all of that and you get it to the appropriate people you document it you begin that communication you're talking to the customer all of these good things are happening you're going through the initial remediation measures now I put this kind of at the end but if it's a super super basic thing you could start that remediation way earlier you don't even have to worry about the escalation part of it but you might need to document certain things depending on what is currently happening in the environment you are the expert I let you make the decision on here and you could take this list and modify it however you want but you want to start going through and remediating that problem removing whatever that issue is and if it's that pole outside and you you're escalating it to your local power company you're going to be sitting there and just crossing your arms and waiting it's just how the process goes don't worry about it you've escalated it to the appropriate people you might not be the end all be all for the escalation don't worry about it it's it's okay we're all human and things happen happen out in the world could be a storm there's a million things that could go on there after you remediate everything you want to start to think and document look at your documentation but how do we mitigate this again in the future obviously if a car hits a pole out front you're not going to say we should put concrete pillars around the pole that might be a little too much but for other things that can be avoided or hey an employee went into the server closet with no malicious intent they started looking they bumped into the power cord anything like that how do we mitigate that problem in the future is it as simple as getting a key that could lock that server closet so only the appropriate people get in there should already be locked by the way there's a ton of different ways to mitigate those problems it could be putting in security pro protocols it could be putting in standard operating procedures for both you or the client but this is a eight kind of step process that you can actually go through to begin to see success and the more you mitigate it especially learning from your past mistakes the more successful you're going to be going forward you're going to be more profitable you're going to be able to do more you're going to have a knowledge base with information that employees can use to help address problems again in the future so hopefully this list helps I'll do a quick little recap you want to make you want to get notified about that incident whether that is a report a phone call however it actually comes through your system telling you hey there is an incident currently happening next is going to be that initial assessment however you decide to perform your initial assessment is totally up to you you've already been communicated with but the client probably has no idea what's going on so make sure there's a clear line of communication for really bad things you might want to talk to them a little more often for things that really aren't a big deal hey Mary Sue's computer is giv her a hard time you know Mary Sue spilled some water on it or some Gatorade or Coke whatever it might be okay you still got to let the customer know they might not care all that much about one computer it's not the whole business after that it's containment hopefully there's no flood if it's an electrical issue you you got to figure that one out but contain that problem however you can do it next is going to be documentation which could be swapped out for starting that uh remediation phase but you want to start to document what's actually going on what are you seeing what is currently happening in that moment and the more the better you can be on there the better off you're going to be if you're like Harrison there's no way I could ever document all of that kind of stuff I promise you I'm going to tell you right after you hit that like button thank you so this little sucker right here it's called a cell phone I'm sure you probably have one no surprise there it's probably a smartphone that is called a camera you can point the sucker out and record videos you don't have to be a professional selfie maker but you can the nice part about this camera is you can talk you can take all your notes basically through the camera put them in later you can scan the whole environment you might see things that you might have missed the first time when you were dealing with the the issue documentation is huge I cannot tell you how many times just this little camera alone has saved me pictures videos the whole nine I would do walkthroughs of clients offices especially when you're telling somebody else to go in hey it's five Doors Down on the right hand side it's this big blue door you're going to do this this this this this you can show them previously or send them that video makes life a million times easier after documentation you've begin you've begun your documentation you're going to do escalation if it's required if it's not recorded great skip this step if it is required escalate it to the appropriate people is it somebody else on your team is it a third party person whether that's your local power company your local water company it does not matter but you might have to escalate it and be aware that that is a thing next is going to be remediate the problem that's it you know you have mold remediation for homes which is where they go and they take out all the pro all the mold you're going to remediate the problem whatever it might actually be you're going to go and actually fix that problem and then last but not least the most important step in my opinion is mitigate you don't want the problem to happen again I don't want the problem to happen again for you try to do whatever you can to mitigate it yes there is a law of diminishing returns you can only mitigate so much and that's okay just try to mitigate it to the best of your abilities nobody's perfect things are always going to be happening but if you can mitigate it implement the right standard operating procedures whatever it might be and try to learn from it you know you're obviously going to mitigate it but if it's something that you've seen or something that the team might want to know do a debrief afterwards it is super valuable I was a fireman for 10 years we debrief after every training after every fire after every car accident you name it we would sit back at the firehouse and go over what did we like what did we not like what could we have done better where do we need to practice where do we need to train on because it's that important and if we're doing it in the fire department I know police are doing it I know medical staff is doing it I know the AR the military is doing it you might want to consider doing it yourself it is worth the extra time that you invest to make yourself a better business owner a better person in the MSP World other than that I love the hack out of you guys I appreciate you guys and I will see you guys wait hold on you didn't you didn't go check out the master class do that please thank you so much that was clever right love you guys I'll see you guys later bye