May Communi-Tea ☕ - Your Monthly Cup of Hot Takes and News

Welcome friends to our community series, Communi-Tea!  A steaming cup of nerdy news to help you stay on top of ScalePad updates and our growing Community.

Firstly, I want to call out our newest ScalePad Community members. Welcome!

@jroynucleus @rrapoportr @Marvin @RD3 @Darkwater @HAMISH @mshikari @anthonyh @jcharters @Edwin R @Abder @nmonreal @Frank @sdhaneesh @SMBCITSM @lindenjackson @Visse93 @Pursuit0242 @michaelp @JadeSilva @Frontline @ToddH @Kevin @tom @jrnz @rgreen @jgallagher @Troy McCallum @sadams0978 @jdub @pphillips @jrank @laurents @kmayhew @jcox @BrandonD @mbryrie @scalicura @achilds @mmoog @TheITGuyEh @MarkMc @Vernon @Shaun @GeekWorld @CJSweeney @pablo.magliola @aaronh @m.vanrandwijk @suraya @cbhsteve @Chuck @phil-sirinc @RyeCobb @mbrandon64 @clarkcomp @Maxsum @fredimac @josephsh @CBH @ChadH @cmw0021 @HellenKellerIV @sabreit @cj9255 @avrioitsolutions @CurtisG @tbuonopane @Bert @LimaNovember @dosve @rtan @AdamOverberg @Resistence_is_Futile @ibaier @Cheyenneobday @smann @mchavannes @Craig L @CPerez @rcheung @Deekers88 @DannyP @chadgross @RyNo @Kboone @pniebler @Will L @Mattman85 @SDTekz @rit @KJBrown @Jason Dittmann @breinders @Brian_RBS @yshaked @hburgersmit @PSTEEL @JamieEBS @dave0rNZ @j0e90 @royce.armstrong @ShaneP @neilbhagwanji @Graeme Nelson @StuH @marinuskruger @HBS-RyanKeele @Todd Helpingstine 

Here are some fresh new stats across the ScalePad Community!

• 68 product ideas submitted
• 226 votes added
• 213 posts created
• 47 likes given
• 129 replies created

Join the Discussion:

• @DannyP  wants to know if you have any workarounds for restricting external user access for specific boards in LCI
• @StuH wants to hear how you remove clients to associated assets
• Are you registered for Innovate yet? Check out our newest article on why you should attend!
• Have you joined a group yet? Get chatting with some of your peers and meet someone new today. 

Product Update Highlights

Client Engagement for Lifecycle Manager - everything you love about Lifecycle Manager with new features and enhancements to help you create, communicate, and deliver strategic client care with the ease of automation.

Centralized Ticket Rules - We've streamlined how BR Partners create and manage ticketing rules, unifying email parsing and PSA ticketing into one easier-to-use interface. Here's the list of what's new with Backup Radar's improved ticketing rule creation workflow:

• ‘Email Notifications’ have been integrated into the revamped Ticket Rules menu, simplifying PSA and email ticket processes.
• Configured email notifications for management escalation reports are now found in the new Escalation Report.
• Ticket Rules now support selecting either a Status or a No Success value (not both), aiming to reduce support tickets due to unexpected ticket results.
• The Global Ticket Subject menu interface has been updated to a more intuitive WYSIWYG interface.
• A Migration Wizard will guide existing Partners to transfer their existing ‘Email Notifications’ to either a ticket rule or an escalation report upon release.

May 2024 Quoter Product Update

May Happenings:

• We announced a new prize incentive for Innovate! Three lucky winners will receive a VIP experience for an all-expenses-paid trip to the industry's top events. Learn more about our giveaways here!

Luis’s Lens: The Perils of Uncommunicated Expectations

I heard this incredible quote: “Uncommunicated expectations are premeditated resentments.” We can all relate to this little nugget of wisdom, especially in our line of work. When we don’t clearly communicate our expectations to clients, we end up frustrated and stuck in bottlenecks, wondering why things aren’t going as planned. Let’s dive into how this happens and what we can do about it.

The Bottleneck of Poor Communication

We’ve all been there. You think you’ve got a solid plan, but your client isn’t on the same page. Here’s how poor communication creates bottlenecks:

1. Unmet Expectations: Clients aren’t mind-readers. If we don’t spell out what we’re delivering, they create their own expectations. They're disappointed when reality doesn’t match, and we feel unappreciated.
2. Client Inaction: We often expect clients to take certain “obvious” actions, like actually raising tickets when there’s an issue or implementing security training programs. But if we don’t communicate these needs, they don’t act. Then, we get frustrated when problems arise that could’ve been avoided.

These issues aren’t just annoyances—they can seriously impact our efficiency, client satisfaction, and growth.

Involving the Customer in Their Own Rescue

Let’s talk about QBRs. These can feel like a one-person show, with us doing most of the talking while the client listens. This setup isn’t great because:

• Lack of Engagement: Clients tune out if they’re not involved, so they don’t prioritize our recommendations.
• Missed Insights: Clients know their business better than we do. If they don’t share, we’re missing out on crucial information.
• Reduced Accountability: When clients help create the plan, they’re more likely to follow through.

Practical Steps for Better Communication and Collaboration

To dodge the pitfalls of uncommunicated expectations and create a more collaborative vibe, try these strategies:

1. Clear Communication from the Start: Lay everything out upfront. Tell your clients exactly what services you’ll provide, the timeline, and their responsibilities. This clarity prevents misunderstandings and sets a positive tone.
2. Regular Check-Ins: Don’t save everything for the QBRs. Regular check-ins keep everyone on the same page and help tackle issues early.
3. Collaborative QBRs: Make these meetings a conversation. Encourage clients to share their thoughts and feedback. Work together to create strategies and action plans so clients feel involved and accountable.
4. Educational Initiatives: Help clients understand why certain actions, like cybersecurity measures or upgrades, are essential. When they get the “why,” they’re more likely to take action.
5. Document and Follow Up: Always document what’s agreed upon and follow up regularly. This keeps everyone accountable and shows clients we’re committed to their success.

Leveraging a tool like Lifecycle Manager can be a literal game-changer in bridging this communication gap. With features like color-coded reports, clear roadmaps, and visual scorecards, communicating with clients is effortless. And, with its automation capabilities, it really cuts down the time spent preparing for QBRs, letting you focus on more strategic stuff. When the data is clear and easily understood, it leads to better decision-making and increased engagement from clients.

To wrap up, building open, transparent, and collaborative relationships with clients is the key to overcoming the bottlenecks caused by uncommunicated expectations. By setting clear expectations and “involving them in their own rescue,” you can build stronger partnerships and achieve greater success, together.

MSP Confidential (May Episodes)

• Bob Burg (co-author of the international best-seller The Go-Giver) chats with Luis about the Five Laws of Stratospheric Success and how they may help MSPs unlock a whole new level of engagement with clients.
• Brian Hoppe (Strategic Coach, Brian Hoppe Consulting) explores the topic of “Are you Coachable?” There's a stereotype that "getting help" is a weakness, but this couldn't be further from the truth. However, a learning mindset is absolutely required. In this session, they explore finding purpose, building trust, leadership development, decision-making, handling challenges, and more!
• Dayton Turner (VP of Ooma Labs) discusses the mindset of innovating with AI. 

Catch all previous MSP Confidential episodes here!

Expedition Itinerary: Charting Our Next Month's Adventures!

It was great seeing our Community out on the road in May. The fun doesn’t stop! We have many chances to meet the ScalePad team at an upcoming event. Let us know if you’ll be attending any of these events.

• June 3-5: IT Nation Secure
• June 9-11: Pax8 Beyond
• June 20th: ScalePad Innovate
• June 26-27: ASCII Edge Chicago

Interested in a ScalePad Product?

Smash this link to book a demo for any of our products. BTW this is not your average demo as these are delivered by our Rocket Scientists (a.k.a. Solutions Engineers), who are not quota-carrying and have some of the deepest experience in the MSP space. They will show you how we can help your specific business and go as technically deep as you need to showcase real product value.