{"id":52447,"date":"2021-12-02T21:23:45","date_gmt":"2021-12-02T17:23:45","guid":{"rendered":"https:\/\/www.msp360.com\/resources\/?p=52447"},"modified":"2021-12-02T21:24:42","modified_gmt":"2021-12-02T17:24:42","slug":"maximize-your-qbr-meetings","status":"publish","type":"post","link":"https:\/\/www.msp360.com\/resources\/blog\/maximize-your-qbr-meetings\/","title":{"rendered":"Maximize Your QBR Meetings"},"content":{"rendered":"

Oftentimes, managed service providers (MSPs) may view quarterly business reviews (QBRs)<\/a> as a formality. The reality is that these meetings are a necessary and valuable opportunity for you to check in with customers. They play an important role in your customer service level and customer retention. The QBR is a chance to check your customer\u2019s pulse and an opportunity to demonstrate value, especially as an MSP. You can use this time to tell them how many patches you\u2019ve installed, tickets you\u2019ve closed, threats you disarmed, and so on.<\/p>\n

It also allows you to be proactive and to help your clients to reach their goals. This article is designed to make your QBR meetings productive and profitable.<\/p>\n

Do Your Homework<\/h2>\n

Before the meeting, make sure you create an agenda for the QBR. With the COVID-19 pandemic, your face-to-face meetings with your clients have either decreased or gone away completely, so these may be some of the few times you get to talk with your clients. Having an agenda not only helps you stay organized, it ensures that the meeting is run in an efficient manner.<\/p>\n

Review your client\u2019s service tickets and records for the previous quarter, identify recurring issues, and be prepared to chat about how you can help avoid outages in the future, especially as more employees continue to work remotely for the foreseeable future. Communicate your QBR agenda ahead of time and, if possible, go over it with your customer, so they can provide feedback on whether the right information is being discussed.<\/p>\n

Also, try to make sure at least one executive-level participant will be at the meeting. Once you have an understanding of who will attend the meeting, make sure to think about questions that each attendee may ask during the meeting and come prepared with those answers.<\/p>\n

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FREE ASSETS<\/div>\n
MSP Quarterly Business
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Keep in Touch<\/h2>\n

Spend time in the QBR getting to know your customer. Encourage them to share their goals and what they view as roadblocks to achieving them. This is a perfect time to talk through the challenges they\u2019ve been facing as they\u2019ve adapted to the changes or new technologies. That discussion may reveal new opportunities for services you can offer, as well as any frustrations your client may have about your current service level. Avoid being defensive about challenges. Think of this as honest feedback that can help you make your MSP better.<\/p>\n

Take this opportunity to review their technology goals and make sure the solutions that you\u2019re offering are still helping them to achieve their goals. If you don\u2019t feel their current technology stack will help them to do this, formulate a plan and recommendations for how to get there. Give your client the option to move forward with your recommendations or stay with their current solutions. However, as their advisor, it\u2019s your responsibility to ensure you\u2019re delivering the information your clients need in order to make an informed business decision.<\/p>\n

Another good discussion point is how their staff are adopting technology. There might be a good opportunity for you to do some training, or at the very least, provide some guidance. Creating an environment for open communication only strengthens your position as their trusted advisor.<\/p>\n

Praise Yourself (a Little Won\u2019t Hurt)<\/h2>\n

Highlighting your accomplishments in a QBR is not only acceptable, it\u2019s productive for all parties. If you were tracking issues when your client was break\/fix, it\u2019s easy to present detailed documentation of your value\u2014and their ROI\u2014under their new service contract. Some good metrics to bring to the QBR are:<\/p>\n