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Evolved Management

You Can't SOP Your Way to Fanatical Service

Published 3 months ago • 1 min read

Hey Reader.

Building a team culture that provides fanatical service to your clients should be a goal of any MSP. However, influencing culture isn't as easy as we think it is. It's not something that gets fixed with training or direction.​

​ I often describe culture as a garden. You can't tell a garden what it will look like and make it appear overnight. You need to plan, plant, cultivate, provide conditions, and care for it until it starts to slowly grow into something like what you had hoped.​

​ There's no SOP or set of instructions for what makes a great customer experience. That doesn't mean we shouldn't create the conditions and provide the training in order to set our team up for success, but we have to recognize that those things are merely creating the conditions for amazing customer experiences. ​

​ Company values are crucial in helping your team make the right decisions on their own. Again, having those values isn't enough to make them actionable though. You need to bring them to life by talking about them in the context of what is happening in the business. Celebrate the wins. Talk openly about the decisions you're making and how they align with the values of the organization. ​

​ Culture is a complicated subject, but it's a crucial component to getting your team on the road to creating fanatical service experiences for your clients.

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113 Cherry St #92768, Seattle, WA 98104-2205
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Evolved Management

Todd Kane : MSP Operation Nerd

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