3. You are doing it WRONG!

[00:00:00] Welcome to MSP Power Up, where we talk about how even the best MSPs can be better. Thank you for tuning in, and let's get right into it.

[00:00:09] You're doing it wrong. Welcome to an episode of MSP Power Up. I am your host, Dan Shea, and today we're going to discuss why you're doing it wrong. You aren't doing it wrong.

[00:00:25] Who the hell am I to say you're doing it wrong? I don't run an MSP, but guess what? You are doing it wrong. 100% you are doing it wrong.

[00:00:35] And I'll tell you what, if you're not, text me 813-743-7175 is my cell phone number and just say, Hey Dan, you're wrong. I'm not doing it wrong.

[00:00:48] I know there's a lot of double negatives there, or there's either way. But I guarantee you are doing this piece wrong. Now what is it? You are this using your dispatcher.

[00:01:05] Yeah, that's right. You aren't properly utilizing them. You have them reduced down to ticket jockey when in fact the dispatcher's primary role is not to dispatch tickets, customer service, morale of the team.

[00:01:28] Their goal, their objective is to keep customers happy, ensure customer satisfaction, and ensure the morale of the team. The problem is they're bogged down in the minutiae of it to where they don't have time to do what there should be doing.

[00:01:50] And the problem is no, everyone does it that way. That's what dispatchers do. Oh, everyone's doing it that way? Everyone? So if everyone decided to play Russian roulette, you would do.

[00:02:04] I think you're still stage up off the bridge, but Russian roulette is what pops into my head. I don't know why no, don't worry. I'm not going to play Russian roulette on that. The dispatcher, what you do? How do you do it?

[00:02:20] Because the problem that exists that you're probably dismissing is because my dispatcher's so bogged down, if she doesn't do it, I need her to do it. That's what I pay her for or him.

[00:02:36] Excuse me, but most people when they say dispatcher, they say her. I don't know why it's sexist. I don't know why, but that's most people, most of them, it's because I talk to you say her. So I guess that's why I say her.

[00:02:47] So I apologize, ladies, if that was chauvinistic and sexist. It wasn't intentional with that disclaimer out of the way. So how do you do it?

[00:02:57] Well, this is a blatant promotion by the way. But well, the service tree would be one answer, top left would be another answer. There's a lot of answers, but figure out a way it's a problem to solve. How do you free up your dispatcher?

[00:03:15] Yes, like I said, there's tools, there's processes. There's all these different things that you could do at your disposal. But just imagine with me for a second. Let's ignore the tactical to how to. Let's ignore that and I know that's where your mind goes.

[00:03:37] But let's start with just take a mental journey with me and let's say that's all done and your dispatcher doesn't have to do that. And they're able to proactively beyond the tickets, they're able to call the customers ask them how it went.

[00:03:58] They're able to call customers that didn't even submit tickets. They're able to focus on customer relationships. What kind of impact would that make on your business? I understand you're going back to this is impossible. This is a ridiculous exercise. Bear with me for a minute.

[00:04:24] Give me a little indulgence. I know it's crazy talk. I'll probably be Baker acted for even thinking this, but just come with me for a second and just think proactively talking to the customers proactively beyond just how did tickets go beyond that beyond just doing human seasats on that.

[00:04:55] What kind of impact would that have on your customer relationships? Well, obviously positive. Okay, how does that translate? What is the business impact to your business? Number one decides increasing client retention. Let's think beyond that. How many ms keys do you know that do that?

[00:05:21] You know what? If you have that relationship with your customers, guess what their their friends, their business owner friends, the people that they do business with. Guess what they're going to want?

[00:05:34] They're going to want that Jerry McGuire relationship. Help me help you be an ambassador or a quorum that Jerry McGuire relationship, which hopefully you got that reference if you haven't. If you don't get that reference.

[00:05:51] Stop everything and go watch Jerry McGuire because it would I'd be disappointed but I would assume you have seen Jerry McGuire who hasn't. But that is one client retention referrals. It also increases trust. So guess what?

[00:06:08] As you're talking to the customers, they are going to bring up problems outside of the scope because in their mind you're just limited technology. You can actually identify new lines of business, new services offer increasing revenue, increasing referrals.

[00:06:28] You see? All right. Now, let us go to the other side and I know try to fight off just do your best. I know it's hard. I know in the back of your head this is crazy. This is impossible but keep going.

[00:06:46] Now the other part is this that your focus is on team morale. What kind of impact would that have internally to your culture?

[00:06:54] Dare I say culture. Think about it. One of your texts is overloaded. The other texts are too busy to notice. Damn helping out. One of your texts is having a bad day. Their cat got run over by a hummer.

[00:07:15] You know, being able to help out or making work fun. God forbid. You guys all love playing video games yet do you gamify things? You know, making work fun on that.

[00:07:31] The more fun people have, the more productive they are. The more productive they are, the higher your utilization becomes. The higher the utilization becomes, the more profitable you become.

[00:07:47] On top of that, you're not going to have to spend time trying to find text or replace the text that you do. The ever-revolving door text leaving. And you know what? Their friends that are texts are going to be begging to work for you because it's fun.

[00:08:04] The MSP down the street is not fun. You're going to have texts that want to work for you. You're going to have even though good people are hard to find,

[00:08:12] you're not going to have to find people when you need them. Well, they're going to be, you're going to be blowing up because of referrals because your dispatchers relationship with the customers.

[00:08:21] But you see where I'm going with this? The business impact? Because the problem is you don't think about turns of business impact on that. Now that you see that, maybe it's more motivating to figure out how do I get my dispatcher to have the time to do that?

[00:08:42] Well, there's a couple of different ways. Service Tree is one. Top Left is another one. Or help consult with C level. Well, I think that's what they're still called. Consult with Gary Pica. Figure out processes and systems in place to free up your dispatcher.

[00:09:11] Level up your dispatcher for a higher and better use of their time. And ladies, I said there, not her this time, but figure it out. But I would say, this may be an unbiased opinion of course, service-tree.com and check it out.

[00:09:30] Now that's not going to solve world hunger on that. And it may not even make sense for your business. I know it's going to help your dispatcher out, but it may not make sense for your business. And I would probably be the one you're speaking to.

[00:09:47] And I'll tell you that straight up, and I'm not going to try to sell a square peg into a round hole. We'll figure it out together, but check it out. And before you download a trial, give me a call.

[00:10:00] If you want to go straight to the trial, absolutely. It's simple. It takes a little bit of setup. I'm at the wizard there, but to actually maximize it and drive it, you need a little bit of the advanced configuration just slightly on it.

[00:10:14] But check us out. Give us a chance. And you know what? Worst case scenario, we both waste 15 minutes of our time in an exploratory conversation. Best case scenario, we set you down this path to do that. Is it going to 100% do that? I have no idea. Probably not.

[00:10:34] But it will get you closer and it may actually go a long way to do it. And your texts are going to feel less burdened because instead of 500 open tickets at a time, there's less than 100.

[00:10:47] That's crazy talk, Dan. Well, let's talk. And then we could see if I'm crazy. But anyway, that is a blatant self-promoting podcast episode. But you know, I just had to talk about that.

[00:11:00] Dispatcher, and even if you don't go to service tree, do yourself a favor and figure out how to level up your dispatcher. Do that for me. But that's it for today. Thanks for playing.