Friday, September 22, 2017

Cloud 5-Pack Training: ONLY 4 Australian Cities and 3 U.S. Cities Left!

Nashville: Done!
Atlanta: Complete!

Next up: Adelaide - Melbourne - Sydney - Brisbane

An interesting thing happened at the last two roadshows: LOTS of people came from out of state to attend each show. In Atlanta, more than half the attendees were from out of state. People are realizing that it's winding down. If you want this info, you need to attend one of the last seven cities.

November and December: Oakland - San Jose - Las Vegas

This show is 100% education. No vendors. No sponsors. No promotions. Just education focused 100% on helping you make money with cloud services.

This training will NOT be available at a lower price in a recorded format when the roadshow is over! If you were hoping for that, I'm sorry.

I am working to re-present this with a marketing partner for significantly MORE money. After all, this is a business model that will make you money with the first client you sign and will probably change your entire business model for the next 5-10 years. It really is worth the money.

If you want a sense of what we're up so, here's a 35 minute video on making the move from MSP to Cloud Service Provider:

Link to SMB Cloud Roadshow 

But if you sign up for any city, you get access to all the recorded audio - immediately. There are several cities’ audio posted already. More to come.

And you get access to all the downloads, handouts, slides, related member-only videos, and the Facebook group. Also . . . if you decide to attend live, you can attend any city you want.

There are only seven cities left on the 2017 Roadshow. So NOW is a great time to figure out your strategy for getting this material. Here are the cities.

City / CountryDate
Adelaide, SA Australia

Oct 10th

More Info

Melbourne, NSW Australia

Oct 12th

More Info

Sydney, NSW Australia

Oct 17th

More Info

Brisbane, QLD Australia

Oct 19th

More Info

San Jose, CA USA

Nov 14th

More Info

Oakland, CA USA

Nov 16th

More Info

Las Vegas, NV USA

Dec 8th, 2017

More Info

Option One: Attend one of the last few events.

Option Two: Sign up and attend "virtually" by downloading content now.

Option Three: Sign up for Las Vegas.

It's the last show. It's cheap to fly from just about anywhere. And you can join a national audience that didn't make it to any other city.

All cities now $599. Hurry . . . before they're really gone!


Thursday, September 21, 2017

ASCII Group Announces Enhanced Educational Agenda for 2018 IT SMB Success Summits

One of the truly great organizations you should be involved with is The ASCII Group. I think I've been a member for most of twenty years. In addition to great product discounts, ASCII puts on a series of one-day events that are educational and entertaining.

They sent me a press release announcing the cities and dates for next year. I highly encourage you to check out these events. There are nine events next year, so there's bound to be one near you.

The ASCII Group Announces Enhanced Educational Agenda for its 2018 IT SMB Success Summits with New Cities, Content and Keynote by Former White House CIO

Bethesda, Maryland – September 21, 2017 --  The ASCII Group, a membership-based community of independent North American MSPs, VARs and solution providers, is pleased to announce new event cities, conference content, and keynote speaker for its 2018 IT SMB Success Summit Series. The Summits will heavily emphasize professional development for the attendees, leaving extended time for discussion of business challenges.

The Summits bring together over 1,400 IT solution providers and dozens of technology vendors in a two-day format that includes extensive networking, education and training. With events in nine markets across North America, The ASCII Group continues its mission of 33 years to help IT business owners grow and thrive. Sponsorships for the 2017 Summits sold out well in advance and points to the vendor community’s continued interest in channel partners’ achievements.

The 2018 Summits will contain education, presentations from top industry specialists, a leading edge vendor solutions pavilion, and an exclusive ASCII members-only meeting. Additionally, the Summits include numerous networking opportunities between fellow MSPs and industry experts, including: roundtables; Summit exercises; receptions; and breaks – all which are designed to foster dialogue. 

In addition to best practice addresses from ASCII members and thought leaders, the special guest for 2018 is Theresa Payton, former White House CIO and star of the CBS TV Series, “Hunted”. Theresa was the first female to serve as White House chief information officer, and named #4 on IFSEC Global’s list of the world’s Top 50 cybersecurity influencers in 2017.

“ASCII’s true value is in the conversations and knowledge that members are exchanging; members want to learn from each other. Our 2018 Summits will be more collaborative, with extensive discussions between our community and the influential vendors and industry specialists joining us,” said Jerry Koutavas, President, The ASCII Group.

“ASCII is on my event ‘go-to’ list every year,” said Raffi Jamgotchian, Triada Networks, ASCII member since 2008. “They combine a great mix of speakers, workshop sessions, and top-notch vendors that understand the importance of the channel.  Best of all, I get to connect with my peers. Although we are in the same competitive market, ASCII members are always there to help out.”

The Summit Series is designed for qualified industry IT professionals and MSPs, and is targeted towards those looking to increase revenue and enhance their current business model. Admission is free for ASCII members.
For further information on ASCII’s IT SMB Success Summits, please visit

2018 Summit Cities:
·        Orange County, CA                   February 21-22
·        Fort Lauderdale, FL                   March 21-22
·        Austin, TX                                April 18-19
·        Chicago, IL                               May 16-17
·        Ann Arbor, MI                           June 27-28
·        Charlotte, NC                            July 25-26
·        Toronto, Canada                       August 22-23
·        Newark, NJ                               September 26-27
·        Seattle, WA                              October 17-18

About The ASCII Group, Inc:

The ASCII Group is the premier community of North American MSPs, VARs and solution providers. The group has over 1,300 members located throughout the U.S. and Canada, and membership encompasses everyone from credentialed MSPs serving the SMB community to multi-location solution providers with a national reach. Founded in 1984, ASCII provides services to members including leveraged purchasing programs, education and training, marketing assistance, and extensive peer interaction.  ASCII works with a vibrant ecosystem of major technology vendors that complement the ASCII community and support its mission of helping MSPs and VARs grow their businesses. For more information, please visit


Monday, September 11, 2017

How to Get All Roadshow Content - without Attending a Roadshow

I've had several people email me in the last week with the same question. It goes something like this:

"I just watched your webinar “Make the Move from Managed Service Provider to Cloud Service Provider”. I would like to join you at one of the shows but the closest locations the date don’t work for me to get there. 

Are there any other options to get a copy of video from one of your shows, downloadable materials and Facebook page access?"

(That video is a 35 minute video that has been "unlisted" and used in marketing for awhile. I made it public today so you can watch if interested.)

Here it is:

Link to SMB Cloud Roadshow 

Here's my answer to the question:

I do not have video of this event.

But if you sign up for any city, you get access to all the recorded audio - immediately. There are several cities’ audio posted already. More to come.

And you get access to all the downloads, handouts, slides, related member-only videos, and the Facebook group.

Also . . . if you decide to attend live, you can attend any city you want.

There are only nine cities left on the 2017 Roadshow. So NOW is a great time to figure out your strategy for getting this material. Here are the cities.

City / CountryDate
Nashville, TN USA

Sept 19th, 2017
More Info

Atlanta, GA USA

Sept 21st

More Info

Adelaide, SA Australia

Oct 10th

More Info

Melbourne, NSW Australia

Oct 12th

More Info

Sydney, NSW Australia

Oct 17th

More Info

Brisbane, QLD Australia

Oct 19th

More Info

San Jose, CA USA

Nov 14th

More Info

Oakland, CA USA

Nov 16th

More Info

Las Vegas, NV USA

Dec 8th, 2017

More Info

Option One: Attend one of the last nine events.

Option Two: Sign up and attend "virtually" by downloading content now.

Option Three: Sign up for Las Vegas.
It's the last show. It's cheap to fly from just about anywhere. And you can join a national audience that didn't make it to any other city.

All cities now $599. Hurry . . . before they're really gone!


Sunday, September 10, 2017

The Beginning, Middle, and End of My Relationship with Microsoft

Way back in 1993 I found myself in charge of a program to take an entire service business built on Cobol, EBCDIC, and HP-3000 mini computers and create a new system based on Windows Server and SQL. In addition to managing an entire staff of people who ran the entire operation, I managed two COBOL programmers, on SQL programmer, and an outsourced development company that built the new systems based on a 300 page design document I put together.

That was my introduction to Microsoft. Within two years I was pretty good with managing Windows servers, desktops, SQL databases, Exchange, remote access, and IIS. That's when I signed a contract to manage the outsource I.T. support for 5,000 desktops at HP's Roseville, CA plant.

My entire staff (about 25 people) were required to be certified in Windows 3.1 (Note: Not Windows 3.11 for Workgroups. That wasn't yet part of the official Common Operating Environment.)

I was not required to be so certified, but I decided to do it anyway. I figured it would be a piece of cake since I'd been managing Windows desktops and servers for a couple years. Click. Drag. Drop. What's to know, right? Of course I failed that exam because I didn't take it seriously. So I studied and passed with flying colors the second time.

My first certification: Windows 3.1. Woo Hoo.

I learned the first two lessons of Microsoft exams. First, they are geared for massive environments that really only exist in theory within the heads of someone at Microsoft. After all, I'd seen small environments (40 users) and huge environment (5,000 users with 7,000 desktop and laptop machines), and the exam did not test the truly important things that you need to know to manage these environments.

The second thing I learned is that there are some questions that you have to simply answer the "Microsoft way" - even if you know they're wrong in the real world. Like any test, you have to practice for the test, not for the knowledge behind it.

But let me be super clear: I believe the test had real value. I believe the decision to have the support staff take these exams was a good decision. Studying for the test required us to learn lots of non-obvious features and the right way to do many things. It gave everyone on my team a common understanding to build on. It really did take our tech support to the next level.

After that, I took a contract to set up a previously-100% Novell shop on Windows servers, connect them to the Internet, and develop a way to move EDI (electronic data interchange) information over the Internet. I felt that I needed to be as certified in NT as my Novell counterpart was in Novell. So I took exams for Windows Server, TCP/IP, and more. Without realizing it, I was moving toward my first MCSE certification.

Beginning in 1995, I put a Microsoft MCP logo on my business cards. Starting in 1999, I began telling clients that we hired only Microsoft trained and Microsoft Certified Professionals. And I really pushed that. I absolutely reject the notion that certifications are meaningless. Yes, there was a time when you could take a crash course boot camp and pass all the exams in a weekend. But even to do that, you have to gain some knowledge.

For people who take the exams seriously, one at a time, they really do require a certain level of knowledge. And all those questions where you just have to know the "Microsoft Answer?" Well, to even know the difference between the Microsoft Answer and the real world, you have to have a certain level of knowledge.

I don't remember if we became a Microsoft Certified Partner in 2000 or 2001. But somewhere along the line, we jumped through some hoops and got an extra logo we could put on all of our materials and business cards. Again, we hire only Microsoft trained and Microsoft Certified Professionals.

Getting client endorsements and cases studies was useful. In fact, it's great experience in exactly the kind of things that small businesses should do with their clients but often fail to do. And it's also the case that the vaste majority of our competitors would never be certified partners. They wouldn't jump through the hoops.

I'm not sure clients ever understood the difference between logos. One Microsoft Exam gets you an MCP logo. Then there's MSCE. And finally Microsoft Certified Partner. The only time a client ever mentioned the logos to me was when someone said, "I know you have to provide the Microsoft solution." I said I don't have to. I choose to because it's the right solution.

Even more valuable to us than the Certified Partnership was the Small Business Specialist program. We used this as a screening tool for years. Everyone we hired from about 1999 on had to have at least one Microsoft exam under their belt. With the SBSC program, we also required that they pass the 70-282 exam. It wasn't really a Small Business Server exam, but it was a great exam for the technology and the clients we were focused on. New hires had 90 days to pass that exam or look for another job.

Even after that program ended, we required at least one Microsoft certification. Every once in a while I would be a lengthy email from a candidate telling me how useless the exams were and how I was ignoring great talent (like him). My response was always the same: If it really doesn't mean anything, go pass an exam. I'll reimburse you for the exam fee.

I always paid my employees to study for exams. I bought practice test software. I had shelves full of books. We even had a machine dedicated to practice exams. I paid for every test they passed, and gave them time off work to take it. And I gave a them a raise for every exam they passed.

All that studying and practicing made my staff better at delivering real service and solving real problems. So I don't care whether any one exam was useful. The whole process of having continuous training be part of our environment made our company better.

Somewhere around 2008 it had become clear that Microsoft no longer cared about the smallest partners. I have friends at Microsoft who would argue with that and may feel hurt that I would say it. But there's nothing new here. Microsoft has completely moved away from the program of engaging small resellers and consultants.

I have learned with several large companies that I can't have more loyalty to them than they have to me.

Around 2009 we stopped putting Microsoft logos on our business cards. We still required the certifications, but we no longer considered it a selling point. Microsoft was actively moving away from small business - and we were actively moving to cloud offerings that may or may not include Microsoft.

When I sold my first managed service business (2011), the new owner did not renew the Microsoft Partnership. And even though he has a few MCP exams under his belt, he never put Microsoft logos on letterhead or business cards.

I stepped down to an Action Pack subscription and whatever they called the non-certified non-partners in the non-partner program. I wanted software to run my business and influence clients with my new companies. But then a new set of problems cropped up.

Some software (versions of Office 365) would not install. Fights between the partner program and Office support led nowhere. So I downloaded the code and installed directly. Then there were problems with those licenses and more hassles with tech support. Eventually, I just deployed Office licenses to myself via Intermedia or Rackspace. Click. Done.

At this point, the only thing I used the Action Pack for was server licenses. It's nice to build up a few different configurations and make YouTube videos or write blogs posts about them. (e.g., Booting HP Proliant Server from an SD Card). But I can also do that with demo downloads.

I have one simple onsite server that I use for internal use. That kept me in the Action Pack program.

Until recently.

In a convoluted fuster-cluck, I can either sign in with my MCP ID ( or manage my Partner Program with the same logon, but I can't get the system to acknowledge that both of these are really me at the same time. So the pages go round and round in a never ending circle of frustration.

That's when I realized that I've been selling Windows Server Essentials for years - at less than the cost of the Action Pack.

So while some primordial part of my rodent brain wants to solve the technical problems with Microsoft's Partner Portal, the truth is, it doesn't matter. I don't need it. I don't use it. I throw them $500 once a year in order to stay legal for a product that costs less than $300. I get no advice, no usable software. I get nothing from the program. So I'm going to stop. It's just become a bad habit.

In case you're wondering about the "value" of my Azure licenses through the Action Pack: I don't use that. I have a separate Azure subscription that I use for running a different business. I don't want to run that on Partner Program subscription. The cost of Azure is so cheap that there's no point in running something mission critical on anything other than a legit subscription. Just my opinion.

- - - - -

Is that the end? Is that really how my relationship with Microsoft just fades away? Maybe.

I have enjoyed amazing programs and benefits from my relationship with Microsoft over the years. And it would be great to have a relationship like that again. But today, it's not worth it.

No hard feelings. No blow up. Just quietly fading away.


Tuesday, September 05, 2017

SMB Cloud Roadshow . . . Australia!

My big SMB Roadshow is heading to Australia next month.

Please join me!

You can find out all the details at

This six-hour seminar is jam packed with great information about bundling, selling, implementing, and maintaining cloud services. We've hit over half the cities we're going to visit this year. This will be my only visit to these Australia cities this year:

 - Adelaide - 10 October

 - Melbourne - 12 October

 - Sydney - 17 October

 - Brisbane - 19 October

I put together an 8-minute video that spells out all details of what you get with this Roadshow seminar. It also explains in some detail what we're doing and how this seminar will prepare you to make a lot of money selling Cloud Services:

Check out the video -- which includes a discount code -- and plan to join me in October.

Questions welcome.


Next 5-Week Course- Managed Services in a Month - Applying the Book - Newly Revised for 2017


Managed Services in a Month - Applying the Book - Newly Revised for 2017

- All classes start a 9:00 AM Pacific

You're guaranteed to learn something that will make or save you the price of admission!

This course will cover the process outlined in the book - to build your managed service practice in a month. In this case, five weeks. :-)

Managed Services in a Month is the best-selling guide to turning your "computer consulting" business into a recurring revenue machine!

This course is designed to walk you through the process outlined in the book. AND your registration includes a free copy of the book in the format of your choice.

Updated Information on Tools, Cloud Services, Per-User Pricing, Creating Bundles, and MORE!

It's not too late! YOU can get into Managed Services -- in a month.

Even if you decide not to become an MSP (managed service provider), this course will help you establish some great best practices when it comes to running your I.T. business.

Whether you're a new "Computer Consultant" or an experienced Managed Service Provider, you need to create successful processes that will propel your company forward. Nothing is more critical to making profit than having the right processes and procedures in place!
Managed Services in a Month

You will learn
  • Computer Consulting in the 21st Century
  • What’s Different About Technology Consulting Today?
  • Cloud Computing in the Small Business Space
  • The Managed Service Model
  • New Consulting Business vs. Existing Business
  • Managed Services in a Month
  • Integrating Cloud Services
  • Making A Plan
  • Starting Fresh with No Clients to Convert
  • Create A Three-Tiered Pricing Structure
  • Bundling Services
  • Per-User vs. Per-Device Pricing Models
  • Putting Your (New) Business Together
  • Weed Your Client Garden and Finish The Plan
  • Write a Service Agreement; Have It Reviewed
  • Overcoming Objections
  • Desktops and Managed Service
  • Executing the Plan
  • Client Sit-Downs
  • After The Sale
  • Key Points to Remember for Profit
  • Running Your New MSP Business
  • The Right Tools for the Job
  • Your Standard Offerings (Your Catalog of Services)
  • Building an Action Plan that works
  • and MORE!

Includes five weeks of webinar classes with related handouts, assignments, and "office hours" with the instructor.

This course is intended for business owners and managers. It is particularly useful for the Service Manager or Operations Manager.

Register Now

A Few Details . . .

  • Each course will be five one-hour webinars
  • There will be handouts and "homework" assignments
  • If you wish to receive feedback on your assignments, there will be instructor office hours
  • Class calls will be recorded and made available to paid attendees only.
  • All calls start at 9:00 AM Pacific Time

Friday, September 01, 2017

SOP: Wearing Three Fewer Hats

We always talk about the small business owner wearing multiple hats. As you grow, you need to give up some of those duties. If you don't, then you (the owner) become the choke point for everything in your business.

I have often given the advice that your first hire should be an administrative assistant rather than a technician. Today I posted a video to explain some details on this.

Three of the "busiest" hats you wear can be grouped together as the "Front Office Staff."

- Administrative Assistant
- Bookkeeper
- Office Manager

The reason for this is simple. Those roles consist of very important tasks that have to be done by someone. And when a business is very small, that someone is naturally the owner. The tasks can be as simple as copying, filing, and entering bills into QuickBooks.

All those things have to be done. But you're not going to pay a technician to do them. So they end up being taken care of by the owner. That's a huge waste of time for the owner. Your time is too valuable to spend it dealing with the security company or balancing the checkbook.

Eventually, as you grow, you'll end up hiring three people to fill these three roles. But you can certainly start out hiring ONE person to take on these three chores. You will probably give them the title of Office Manager or Bookkeeper.

When your company is very small, all three roles can be handled by one person. As you grow, you'll naturally hire others to take over the various roles.


Wednesday, August 30, 2017

Join me at NextGen 2017 - Theme: Disruptive Innovation

I am VERY pleased to be making two presentations at TheChannelCo's NextGen 2017 Conference & Technology Expo.

Join me December 11-13 in Los Angeles!

More info at

The NexGen 2017 Technology Expo is designed for solution providers on the cutting edge of the channel. These early adopters are a step ahead of the pack and actively seek out new solutions to drive more revenue and future profits. NexGen attendees consistently find innovative technologies, trusted partners and advanced strategies that transform their value proposition into a next-generation service provider.

This year's theme is Disruptive Innovation - an acknowledgement that we're entering a period of rapid change that's not going to stop. The NexGen 2017 Conference & Technology Expo will help leading-edge solution providers innovate and capitalize during these disruptive times with content and technologies focused on AI, business analytics; cloud computing; infrastructure and data center; IoT; mobility and apps; digital marketing; networking; and cyber and IT security.

See the Agenda

My presentations are on

- The Power of Bundles - Tuesday at 2:30 PM
- Successful Pricing Strategies - Wednesday at 3:30 PM

This looks to be a really great show. Check out the agenda and register today!


Tuesday, August 29, 2017

Please Join Me on the 2017 SMB Cloud Roadshow - Nashville and Atlanta!

Please Join Me on the 2017 SMB Cloud Roadshow - Nashville and Atlanta!

Topic:Making Money with
Cloud Services in Small Business

This all-day seminar is 100% education. No vendors on site. No booths or up-selling. Just education on my very successful "Cloud Five Pack" and how we make 73% profit on our small clients.

Details at

Invitation Video (Note - Now only 9 cities remaining):

The show is $999 at the door - but there's no excuse to pay that.

Remaining shows include:
- 4 in Australia
- 5 in the U.S.

And if you register now, it's only $599 ! 

You will literally pay for that with the first client you sign. In fact, you'll probably pay for it with the you charge!

The is CHEAP since:
  • You probably don't have to travel far to find a city near you.
  • You only need to sell ONE client on this package to make your money back
  • This really is a business model you can execute right away.  

One guy from the "dry run" we did of this seminar was able to create an offering and sign two clients within TWO business days of the event!

Details at

Sessions Include:

Read More . . .
 - Cloud Services in Small Business
 - The Cloud Five-Pack
 - Cloud Migration
 - Implementation
 - and MORE!

Seminar Objectives

This is a workshop - which means you will leave with some real-world goals, and the tools to implement them.

We will cover the strategies for creating a powerful and profitable cloud service offering for the small business market. My managed services businesses have been selling these bundled cloud services since 2008. In fact, it's one of the things that helped us thrive during the recession!

Details at

This is NOT a 30 thousand foot overview. We will discuss:
  • Specific products and services
  • How to bundle them
  • How to maximize profit
  • How to combine cloud-based and onsite options
  • The best way to integrate your onsite server
  • Managing multiple accounts
  • Specific scripts for implementing your "Cloud 5-Pack" (or whatever you end up selling)
  • How to change/upgrade the bundle
  • Tiered pricing options
  • Click-by-click setup and integration
  • Selling the cloud bundle
  • Bandwidth realities - and why you do NOT need massive bandwidth for a successful cloud integration
  • ... and more!

The handouts include VERY detailed instructions for configuring your bundles, implementing services, and migrating clients to the cloud. About 150 pages - spiral bound and available for download.

Details at

Target Audience

This all-day seminar is intended for any IT service provider who wants to sell very profitable cloud-based services to small businesses. The ideal end-user client is anyone with 1 to 20 users.

You can certainly sell these services to larger companies - and this seminar will give you all the tools and strategies to do that - but larger companies tend to have slightly different requirements.

The basic cloud bundle is intended to provide all the technology a small company needs, including email, storage, backup, anti-virus, spam filtering, patch management, and remote support. You will learn how to up-sell this to include telephones, security monitoring, and other services.

The overall goal is to help you create a combination that is reasonably price for the client and hugely profitable for you.

Bonus Membership

We have created an exclusive Facebook page, open only to people who attend this seminar. It is a place to discuss the strategies presented in the seminar, share their experiences, exchange documents, and so forth.

Once you register for any city, and pay your tuition, you will have access to the Facebook group.

Another great reason to register early!

Details at

Upcoming Cities Include:

Nashville, TN - September 19th

Atlanta, GA - September 21st

Adelaide, Australia - October 10th

Melbourne, Australia - October 12th

Sydney, Australia - October 17th

Brisbane, Australia - October 19th

San Jose, CA - November 14th

Oakland, CA - November 16th

Las Vegas, NV - December 8th  
Sign up early and save. 

SOP: Setting Client Expectations

I mentioned on The Facebook that I was getting ready to check my voice mail for the month of August. I work hard to make sure people know that telephone/voice mail is not the way to contact me. Willie asked a great question:

"You do a very good job at setting expectations via social media. Any tips for those of us who have to be significantly more connected than you are to do the same? 
For example, I'm sure there are a lot of solo/small shops who would appreciate how to let their clients know that nighttime calls have to be an emergency and go through the proper channels to get response. In my case, setting expectations of response time based on priority of message would be ideal."

Here are my thoughts.

#1 - Have a Regular Communication Method

No matter what my policies have been, I have always worked hard to communicate them to my clients. Probably the best tool I ever had for this was my monthly newsletter. For seventeen years I published a monthly (printed) newsletter for my clients. I printed it because I believe it would be opened and read more than an email.

The newsletter contents were pretty consistent:

- Intro memo about what's new
- Updates on viruses and other threats
- News about our company (new employees, changes in service, etc.)
- Topics related to tech support
- Offers

The newsletter allowed me to consistently push several messages absolutely non-stop for seventeen years. These included a focus on security and best practices, a commitment to replacing machines every three years, and clear communication on how to get the best service.

#2 - Written Notifications

Whenever we had a policy change that clients needed to know about, we sent out a letter. When you have less than 100 clients under management, with is not very expensive. And a letter on letterhead from the I.T. Provider is almost guaranteed to be read these days.

For example, when we instituted our first customer service web site for creating service tickets, we posted a note in our newsletter and sent out a separate mailing to give clients the details.

"Nagging" communications via email or even social media are not very effective. More official-looking communication via postal mail is taken much more seriously as communication from one company to another.

We used the same double-whammy approach to increasing rates, defining business hours, and publishing the "best" way to get service. Anything that was important to our relationship and profitability was communicated by both newsletter and postal mailing.

#3 - Have a "Client" Page on Your Web Site

We always maintained a page with very clear information about how to get ah old of us and our important policies. This included our after-hours policies and response times. We did not list our pricing there, but we did list our hours and contact information (phones, extensions, links to create tickets, etc.).

I'm actually surprised that so few IT companies have their basic policies posted. Your web site is much better as a communication tool with clients than it is as a sales tool for your company. But if you want it to be both, that's very easy to achieve.

We even posted PDF copies of our most recent newsletters for download.

Things Change Over Time

As Willie mentioned, I am very consistent in posting my communication preferences online on social media. But I would never consider that the official statement of our policies. Official statements are delivered via newsletter and postal mail.

Some policies - such as the best way to contact us - have changed a lot over time. We used to answer our phones all the time and publish our cell phones. That has obvious problems. And when we started having clients abuse this openness, we only published the official tech support phone number.

This change required some "management" of communications. Again, that was done by the three methods mentioned above.

Over time, we adopted what I now consider basic, common sense limits on when and how we communicate. If I could go back and put these in place ten years earlier, I would. In reality, we had very few clients who abused communications with us. But those few helped us adopt the policies we have now.

Another example, of course, is price changes. For clients without a managed service contract, we give a 30 day notice to raise prices. This goes out on all communication media.

Your feedback welcome.

Thanks for the note, Willie!