The Employee Engagement Blog

The Employee Engagement Blog

Service Level Agreement Tips Every MSP Should Know

Posted by Stephen Spiegel on Sep 18, 2018 9:00:00 AM

How to build a respectable Service Level Agreement

A mindfully crafted Service Level Agreement (SLA) is an expression of your commitment to quality, service, and your relationship with your clients. SLAs are kind of like an owner’s manuals, they let your clients know how you operate, and what to expect under your agreement.

Here’s how to get your SLA right:

  • Seek help. Unless you’re already an expert in contract law, you should strongly consider enlisting legal help when drafting your SLA. Template contracts may be simple and inexpensive, but they can be costly down the road. An attorney experienced with MSPs can help draft an SLA designed specifically to the details of your services.
  • Be realistic. Don’t write a check with your SLA that your MSP can’t cash. While it might be tempting to offer dazzling response times and 24-hour service, but if you aren’t able to follow through, you’ll most likely find yourself in breach of contract. Set standards that are within your capabilities, that way your super-natural response times are a bonus, rather than an expectation.
  • Your integrity is on the line. Your SLA isn’t a rhetorical sales device, it reflects the soul of your company. Agreements with your clients should be transparent, easy to understand, and binding.
  • Don’t neglect your staff. Every member of your staff involved in providing services to your clients should understand the details of your SLA with each individual client. This reduces the potential for customers to feel as if your company is unorganized and not going to live up to your agreement, while at the same time boosting employee performance.
  • Be specific. SLAs are where you identify the details. Every aspect of your relationship from payments to the execution of services and the limits of those services should be clearly defined in your SLA. The goal of an SLA is to essentially create a reference point that serves as the basis of your relationship.
  • Hold-harmless clauses. As much as we all like to ensure success throughout every step of the process, there are always aspects that simply aren’t within our control. Hold-harmless clauses ensure that you can only be held responsible for circumstances within your sphere of control.

It’s all about establishing your value

From transparency to execution, your SLA is another way of proving your value to your clients. However, it’s only the foundation.

For more information on how to make your business indispensable to your customers, check out our blog, “7 Ways to Show Your Essential ROI to Customers”.

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Topics: MSP, Service Level Agreement, Establishing value

What’s More Important: Employee Satisfaction or Employee Engagement?

Posted by Stephen Spiegel on Sep 4, 2018 9:00:00 AM

Job satisfaction may retain employees, but the payoff for employers is productivity. It’s not until employees are inspired and engaged that they’ll want to do more than what’s required.

It's a “chicken or the egg” scenario. Which do you focus on employee satisfaction or employee engagement? The important thing is knowing there is a choice, and that’s because employee satisfaction and employee engagement are not the same things.

An engaged employee will tell you they’re satisfied with their job; however, a satisfied employee may not actually be all that engaged. Job satisfaction may retain employees, but the payoff for employers is productivity. It’s not until employees are inspired and engaged that they’ll want to do more than just what’s required. Here’s how to tell the difference between employee satisfaction and employee engagement – and why your focus should be on engagement.

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Topics: employee engagement, employee satisfaction, employee recognition

5 Tech Trends Every MSP Should Know About

Posted by Stephen Spiegel on Aug 21, 2018 9:00:00 AM

What’s new in tech

You probably wouldn’t have invested in a career in IT if keeping up with the latest advances weren’t thrilling. Nevertheless, with so much happening that excitement can turn to chills in just a few clicks.

Half of what’s exciting about the latest and greatest in IT is the innovative magic it takes to create the future we all dreamed of. The other side of it is getting to use those fancy new tools. And, looming over it all is the research involved in finding the right tools without wasting a professional’s valuable resources.

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Topics: customer satisfaction, IT trends, 5G, MSP

Gamification for Corporate Training is a Game Changer

Posted by Stephen Spiegel on Aug 7, 2018 9:00:00 AM

The benefits of gamification trace back to the roots of play

Are play and productivity mutually exclusive? As most pet owners are likely to confirm, the play behaviors our puppies and kittens mimic hunting, scrapping, and fighting.

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Topics: gamification, corporate training, performance

3 Customer Service Trends Affecting MSPs

Posted by Stephen Spiegel on Jul 18, 2018 8:49:00 AM

Managed service providers as an industry are losing its blur. Even people outside its influence are reaching the point where the concept is understandable. What’s helping is an overall standardization.

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Topics: managed service providers

The Future of Customer Service Technology

Posted by Stephen Spiegel on Jul 4, 2018 8:34:00 AM

An insider look at some exciting tech tools for customer service 

Providing customers with the attention they demand—and deserve—means not only being available but also being patient enough to address their concerns respectfully. 

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Topics: customer satisfaction, measurement, Customer Service

How to Motivate Your Employees to Succeed

Posted by Stephen Spiegel on Jun 20, 2018 10:30:00 AM

Your employees are the key to satisfied customers.

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Topics: employee loyalty, employee reinforcement, employee appreciation

The Key to Employee Engagement Is Measuring Their Impact

Posted by Stephen Spiegel on Jun 6, 2018 9:30:00 AM

When employees are in touch with the results of their work, they perform better.

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Topics: employee recognition, measurement, employee reinforcement

Continuing Education Should Be at the Top of the List for Your Employee Retention Plan

Posted by Stephen Spiegel on May 23, 2018 5:22:00 PM

Your employee retention strategy should include continuing education.

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Topics: employee appreciation, employee engagement, employee retention, continuing education, employee loyalty, employee satisfaction, employee productivity

5 Reasons Why Employee Referral Programs Fail

Posted by Stephen Spiegel on May 8, 2018 8:15:00 AM

Get a recruiting boost by avoiding these common employee referral program mistakes.

Employee referral programs – just tell your staff, they’ll bring in the new recruits. An excellent idea, but a half-minded plan. Successful referral programs usually require analysis, planning, and savvy execution, which is why so many tend to crumble into dust.

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