Lets paint a picture.
It is Friday night, and you have just finished working for the day. In your household, Friday night is pizza night. Now, let's stop here because at this point in the story you're probably already asking yourself either "Why is Hudu talking about pizza night???" (please bear with me) or you're thinking about what pizza you are going to get and how you are going to get it. The funny thing is a lot of us are going to have very different answers for their impending pizza night. Between all of your options, it may seem like there are only minor differences, but in reality, there are several reasons why someone might choose one place over another:
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I may choose Dominos delivery because I have had a long day, and I am ready to relax. I have a coupon, and I like that they are constantly giving me deals.
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I may choose Little Caesars because it is going to be the quickest. It is near my house. Hot-N-Ready.
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I may choose the local pizza shop because it's my favorite, buuuuut, the kids don't like it.
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I may choose DiGiorno pizza because it is already in my freezer. It tends to be what my family does every Friday.
It may not feel like it, but convenience, price, time, efforts, deals, location, feelings, habits, and more all lead to my decision to simply eat pizza. Now, we may not be dealing with a delicious (and opinionated) meal, but we can apply a lot of these principles to our own businesses.
Why do customers choose the products or services that they do?
The first thing to ask yourself when considering this question is what makes customers even consider a product or service? And how can you ensure that you are standing out and showing your value from the beginning? One of the biggest truths I have learned in business is the importance of a compelling value proposition. It should clearly state your product's unique benefits, capturing potential customers' interest and trust by addressing their specific needs and setting you apart from competitors. Once they see that value, they become hooked and their choice has already been made.
Understanding that you need to offer your customers value is the easy part. Determining what that value is can be more challenging. And the most difficult task is ensuring that customers continue to recognize and appreciate that value throughout their time with you.
Why should your customers choose you?
When potential customers are looking for someone to manage their IT, what separates you from others?
When coming up with a value proposition that you are going to provide to your customers, it should be something easily achievable that delivers significant value. In this industry, your quality of service is ultimately what is going to attract and keep customers. That service can vary to extreme degrees depending on your company's capabilities. Does your company provide a limited number of services, or do you offer a comprehensive list?
One of the ways that you can differentiate yourself from others is the tech stack you use. I am not here to tell you what products to use or what the best one's are in the market, but I will say that the products you choose to invest in are what invest right back in you and show your customers your value. Consider these questions:
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What type of service do your customers desire and expect from you?
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How quickly do their tickets get answered and solved?
- How secure is their data?
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Do they want access to their own passwords and other documentation?
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Are you providing them resources to solve basic IT issues themselves?
Going back to the overarching topic of why customers choose certain products or services over others, are you able to answer these questions and easily communicate them to your customers?
Why should your customers want you to use Hudu?
In the daily life of MSPs, effective communication and seamless documentation are critical to ensuring client satisfaction and operational efficiency. When managing IT services, using a documentation platform like Hudu can be a game changer. From sharing client documentation with them, to ensuring streamlined processes with reproducible results, here are many reasons why your customers should want you to use Hudu:
- Increased efficiency: Save time when handling tickets and other tasks by easily searching within Hudu and setting up related items to create a web of documentation, ensuring you are always one click away from what you need access to.
- Streamlined onboarding processes: Create and mark processes as onboarding processes allowing yourself the ability to onboard new clients and employees quicker and more efficiently.
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Enhanced client communication: Utilize Hudu's one off sharing method features as well as the External Portal to enhance communication with your clients.
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Password management: Seamlessly manage your client's passwords, giving them access to the one's they need.
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Knowledge retention: As we have stated in a previous
blog, "You're only promotable if you're replaceable". This serves true for knowledge retention and why it is so important to document your knowledge. A good question to ask yourself: If your #1 technician leaves your company tomorrow, does all of his knowledge go with him?
At the end of the day, all of these items lead to improved client satisfaction. We know how important it is to prove to your client that you are valuable to them, and we want you to be able to easily portray this to them. To help make this easier, we have created an end user marketing handout for you. The content of this handout can be added to any existing marketing you have already created or can be modified with a PDF editor to use your own logo/branding and remove ours. We have included 2 sections:
- One section shows what features we think will be most beneficial to your clients
- One section explains the benefits of you using Hudu as their MSP
Feel free to modify this handout as much as needed. Our goal is to provide you with easy content to show customers what Hudu truly allows you to accomplish for them.
The Managed IT Services industry is a competitive marketplace and providing exceptional service is essential for MSPs to thrive. By adopting Hudu as your documentation platform, you can enhance communication, improve operational efficiency, and ultimately boost client satisfaction. When your customers see the value you bring to them through your documentation practices (which you can now more easily share with them), they’ll appreciate the professionalism and reliability you bring to their IT needs. Using Hudu for your IT documentation is not just about improving your operations, it’s about delivering top tier service that keeps your clients happy and continuing to recognize and appreciate the value you bring to them throughout their time with you.
Wrapping it Up
As we continue our "Documentation Beats Conversion" series, this quarter will focus on managing your documentation. Stay tuned as we dive deeper into specific strategies, best practices, and tips to help you foster a strong culture of documentation and how to manage your environment. We’ll be providing actionable insights and practical advice to elevate your documentation practices. Stay tuned as we guide you on this journey to make documentation a seamless, integral part of your organizational workflow, ensuring that everyone from your newest hire to your most seasoned executive can access the knowledge they need, exactly when they need it, which in turn delights your clients every step of the way.
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