Uncle Marv kicks off this episode with Melissa Hockenberry. Melissa recounts her early days at Autotask, how she transitioned from retail and non-profit roles into the tech industry, and her passion for customer success. They explore Melissa's transition into consulting, driven by a desire to help MSPs improve their customer relationships and business processes.

Melissa shares her insights on how MSPs can enhance customer experience by focusing on empathy and clear communication. She challenges the common practice of discounting block hours and emphasizes the importance of understanding customer profitability. They explore the significance of building trust and ease in customer interactions.

The conversation also touches on the importance of employee motivation and creating a consistent customer journey. Melissa emphasizes the need for MSPs to define their identity and vision to drive strategic decision-making and achieve sustainable growth.

From Retail to Tech: Melissa shares her journey from JCPenney and the United Way to becoming a product support specialist at Autotask, highlighting the unexpected turns and valuable lessons learned along the way. Her story emphasizes the importance of being open to new opportunities and leveraging diverse experiences.

The Customer Empathy Gap: Melissa discusses the lack of empathy she often sees among MSPs and stresses the importance of understanding the customer's perspective. She advocates for putting on "customer goggles" to better anticipate customer needs and improve communication.

Profitability and Pricing Strategies: Melissa challenges the conventional wisdom of discounting block hours and urges MSPs to focus on profitability. She emphasizes the importance of aligning pricing strategies with business goals and rewarding desired customer behaviors.

Building Relationships for Retention: Melissa emphasizes that strong customer relationships drive customer retention and, ultimately, revenue growth. This approach is presented as a more sustainable alternative to constantly chasing new customers.

Why Listen?

This episode provides valuable insights for MSPs looking to improve customer retention, increase profitability, and build a sustainable business. Melissa's unique background and practical advice offer a fresh perspective on the challenges and opportunities in the IT industry.

Companies, Tools, Books & Websites Mentioned

Kaseya:https://www.kaseya.com/
JCPenney:https://www.jcpenney.com/
United Way: https://www.unitedway.org/
First Things First Training and Consulting: https://ftftac.com/
First Thing First, by Consumed by Fire: https://tinyurl.com/3xk3p7zr
Forbes:https://www.forbes.com/

=== SPONSORS

Premier Partner: NetAlly
Internet Provider: Rythmz
Digital Partner: Designer Ready

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License Date: January 1st, 2024
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