"The MSP Playbook for Client Retention"

In this episode of The Distraction Advantage, Shannon Stone explores strategies for client retention, a concept she terms as the MSP loyalty loop. Using her own experience of losing a dental office client due to lack of regular engagement, Shannon emphasizes the importance of customers feeling seen and appreciated. To that end, she suggests various practices like scheduled 30-45 day check-ins for relationship building, quarterly reviews to showcase value, providing unexpected extras to clients, and inviting feedback to make them feel part of the service evolution. She also stresses that loyal clients who refer your services to their friends might be a more prominent lead source than cold leads. The upcoming episode teases a discussion about time management for those with ADHD.