MSP Communication Skills are Essential to Your Uptime

by | Sep 21, 2023 | INSI Articles, Managed Service Provider

Communication Skills are an Essential Characteristic of a Successful MSP

Successful MSPs hire engineers with excellent communication skills. However, even knowing this, their engineer job descriptions read like a technical manual with a string of technical competencies. Yet, everyone in the industry understands that technical skills can be taught, but communication skills in engineers are a rare gem. This article explores why.

Typical End-User Experience with Bad Engineers

As an end-user, I am sure you have received help from several desktop engineers in your work and personal life. Indeed, there is one that stands out over time – either because they were so good or really bad. However, the good ones listened to your issue, walked through a solution, fixed the problem, and went on their way. In contrast, the bad one was likely condescending, had a thick accent, or talked techy jargon over your head, leaving you feeling lost over what just happened.

The Importance of Great IT Communication Skills for MSPs

Network operations managers have learned that knowledge can only be used on machines – not people.  Further, they know that great engineers should be able to communicate through stressful situations, have empathy, exercise patience, show confidence in their work, and be technically astute.

Unfortunately, this is a hard combination to find when considering the low unemployment rate in this industry. Technical knowledge without good IT communication and people skills costs the MSP money in client retention.

Techy Talk Masterminds – Or So They Think!

In the MSP world, it is very common for engineers to talk the techy talk rather than communicate the solutions in layman’s terms. While their techy knowledge is quite impressive at first, it becomes old quickly if you can’t decide based on the information they provide you.

Over the years, I have had countless prospects express concern over the inability of the engineer to break down the problem and solution into layman’s terms. The client often describes times when their IT guy unexpectedly arrived at the office, spent a few hours in the server room closet, and sent them a whopping $500 invoice. They explained he spoke techy jargon circles around them when they asked for an explanation, and at the end of the day, they had no idea what they paid for or why it was necessary. They felt bullied and lost.

IT support companies should hire engineers to inform and guide their clients to make the right decisions. After all, the most crucial word in IT support is “support.” All of which require a great deal of IT communication skills!

INSI Makes IT Communication Simple

At INSI, we believe the client should understand the work we did and the options they have.  For this reason, we have Customer Service Managers (CSM) who serve as our clients’ single point of contact. Each CSM is a seasoned engineer with excellent communication skills and will get to know your company, employees, and IT needs very well.

Most importantly, each CSM is committed to the security and reliability of your network and makes recommendations with that in mind. Your CSM is also responsible for directing and coordinating all the activities on your account. Most importantly, they are measured on your client satisfaction, which results in clear communication between INSI and the client.

Avoid the Techy Jargon – click on the button below or call INSI today at 770-851-8322 for all your IT support needs!

About INSI: The Best MSP in Atlanta!

Innovative Network Systems, Inc. has a unique approach to integrating IT support and cybersecurity. Our month-to-month programs range from basic support to proactive support, managed support, and customized support. Each program is tailored to the client’s needs and internal IT strengths.  

For more information about cybersecurity dangers and the preventative measures for your company, connect with the top MSP in Atlanta; Contact INSI: 770-387-2424, option 2 or click the link below. In addition, we offer 16 different cybersecurity programs to protect you and your data.

About the Author

Deborah Frazier is the author of IT Outsourcing Secrets – A Small Business Guide to Compare IT Support Companies. With nearly 20 years of experience consulting small and medium-sized businesses on their IT support needs, she brings a wealth of knowledge to INSI as Head of Marketing and Sales. If you like this article and want to be notified when a new article is posted, click here.

To make an appointment for more information about INSI and our Marietta and Atlanta metro IT Support services, click here.