Focus on Success amazonaws com
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Focus on Success 5 Qualities of a World Class MSP
© TruMethods, LLC. 2012 - All rights reserved
House Keeping – – – –
Sound: VoIP or Telephone (Audio Pin #) Type questions or raise your hand to speak This webinar will be available in the Newsfeed Next Webinar is Virtual Sales Meeting • •
Thursday September 12th @ 2:00PM Eastern Time Topic: The Inside Sales Process
– When you're Schnizzin go to Schnizz corner!
members.trumethods.com/schnizz
www.trumethods.com © TruMethods, LLC. 2012 - All rights reserved
5 Qualities of a World Class MSP www.trumethods.com © 2013 TruMethods, LLC. All rights reserved
What is World Class?
www.trumethods.com Copyright 2013 TruMethods, LLC
Average • • • • •
Inconsistent MRR growth AISP under $100 Leverage of $100,000 / employee Under 10% net profit margins Create very few jobs
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Best-in-class • • • • •
Add some new MRR most months AISP $100 - $110 range Leverage of $125,000 per employee 14% - 16% net profit margins Create a few jobs
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
World Class • • • • •
New MRR at the right price EVERY month AISP $120 - $160 range Leverage of $150,000 or higher 25% - 35% net profit margins Create opportunity for all employees
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Annual Service Revenue with 12 Employees • Avg: $1,200,000 • BIC: $1,500,000 • WC: $1,800,000
www.trumethods.com Copyright 2013 TruMethods, LLC
The 4 Steps To Success
Belief
Discipline Knowledge
Desire
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
5 Qualities of a World Class MSP
#1 Business Planning
#2 Know what you sell
#4 Be process driven
#3 Sales Focus
#5 Command
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#1 Business Planning Process
www.trumethods.com Copyright 2013 TruMethods, LLC
#1 - Business Planning
World Class MSPs have fanatic discipline around the business planning process www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
The clear the decks mentality
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved.
Business planning process is the only way to align short term actions with long term priorities
Vision
Target
Plan
Action
• 10 Years
• 3 Years
• 1 Year
• 1 Quarter
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved.
Business Planning Process
Checkpoint • Do you have a current TruMethods Business Plan? • Do you have a Quarterly Action Plan? • Do you complete your TruMethods QBR every quarter? • Do you schedule one day per quarter for strategic planning?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#1 - Business Planning
Business Planning (SK)
The Goal Setting Process
Preparing for your Business Plan
Success Rhythm
Your Annual Business Plan
Sales Meeting Structure
Business Plan Workshop
Financial Planning
Quarterly Action Plan
Service Delivery Meeting Structure
Core Values & Purpose
Audio Messages: Too many to count! www.trumethods.com
© TruMethods, LLC. 2013 - All rights reserved
Do you want to be World Class?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#2 Know what you sell
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#2 - Know what you sell
World Class MSPs know what they sell
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Are you a grocery store or bakery?
www.trumethods.com © 2013 TruMethods, LLC. All rights reserved
Are you a reseller or MSP? • • • • • • •
Hardware Licensing Patch Mgmt. Anti-Spyware Anti-Spam Anti-Virus Technology planning
• • • • • • • •
Remote support On-site support Virtual Servers VDI Remote Backup HaaS, IaaS, SaaS Desktop Optimization Disaster Recovery
www.trumethods.com © 2013 TruMethods, LLC. All rights reserved
How much time do you spend defining the end result you deliver?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Are you defining your success by the results your clients receive?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
None of it works without belief
BELIEF
Deliver the End Result
Selling to “we’re fine”
Right Price
Right Support Offering www.trumethods.com
© TruMethods, LLC. 2013 - All rights reserved
Know what you sell
Checkpoint • Does your offering lower your clients overall technology costs? • Have you reduced entrance barriers? • Do you have clearly defined edges? • Do you have the right average AISP? • Do you pass the 5 minute test? • Have you set a minimum MRR amount? www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
TruMethods Content
Packaging your Service Offering
Defining your edges
Pricing your Service Offering
Packaging & Pricing Workshop (support offering checklist)
Chocolate Cake
Agreements
Not all MRR is good MRR
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Do you want to be World Class?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#3 Sales focus
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#3 – Sales Focus
World Class MSPs have Sales FOCUS
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#3 – Sales Focus
Sales Interest vs. Sales Focus
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#3 – Sales Focus
Checkpoint • • • • • • •
Do you have resources dedicated to adding MRR? Do you have a goal for new MRR? Do you know how many FTA’s you need? Do you have a process in place for lead generation? Do you focus on both warm and cold lead sources? Do you have a weekly sales meeting? Do you fill out an outside sales review sheet for every FTA? www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#3 – Sales Focus
Checkpoint • Is your sales playbook ALWAYS up to date? • Is your PBR ALWAYS up to date? • Do you review the status of your prospect database monthly? • Do you listen to TruMethods sales content every week? • Do you believe that every SMB would be better off using your services? • Are you relentless in pursuit of your sales goals? www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Do you want to be World Class?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#4 Be process driven
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#4 – Be process driven • World Class MSPs are process driven in all areas – – – –
Sales Finance Business Planning Service Delivery
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
The Culture of Process
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#4 – Be process driven Establish a culture of process: • Involve the entire team – Does the team decide the best practices and process? – Are they operators or cogs in the machine?
• Improve your processes – Are these processes alive in your organization? – Do you have a process to improve the process?
• Create a rhythm – Daily huddles & Meetings www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#4 – Be process driven Institutionalize process: • Documentation – Where do you store process documentation? – What is the process to keep it current?
• Training – How often do you train on your processes? – Who is responsible?
• Leverage process for superior results
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#4 – Be process driven Be accountable for the results: • Measure – How do you measure success in real-time? – What rhythm do you follow?
• Accountability – Who in your team is accountable for the results? – Who is accountable for documentation? – Who is accountable for training?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Best Practices
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Technology Summary
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#4 – Be process driven
Checkpoint • • • •
Do you involve the team in process creation? Are processes alive in your organization? Do you have a regular rhythm? Do you have your processes documented & up-to-date? • How often do you train on your processes? • How do you measure you’re effectiveness? • Who is accountable for performance? www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Do you want to be World Class?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#5 Command
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#5 - Command
World Class MSPs have Command
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#5 - Command • Command is a 360 degree view of the business – – – – – –
Packaging Pricing Finance Sales Service Delivery Company Culture
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#5 - Command • Gaining Command – Understand key cost drivers in the business • Macro view • Micro view
– Smart Numbers • TruMethods QBR
– Accountability – Fanatic Discipline
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#5 - Command
Checkpoint • • • •
Do you complete a QBR every quarter? Have you done Micro-Picanomics? Have you done Macro-Picanomics? Are you continually measuring your performance and analyzing the results?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#5 - Command
World Class MSPs have Command
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
5 Qualities of a World Class MSP
#1 Business Planning
#2 Know what you sell
#4 Be process driven
#3 Sales Focus
#5 Command
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Q&A www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved.
Focus on Success 5 Qualities of a World Class MSP
© TruMethods, LLC. 2012 - All rights reserved
House Keeping – – – –
Sound: VoIP or Telephone (Audio Pin #) Type questions or raise your hand to speak This webinar will be available in the Newsfeed Next Webinar is Virtual Sales Meeting • •
Thursday September 12th @ 2:00PM Eastern Time Topic: The Inside Sales Process
– When you're Schnizzin go to Schnizz corner!
members.trumethods.com/schnizz
www.trumethods.com © TruMethods, LLC. 2012 - All rights reserved
5 Qualities of a World Class MSP www.trumethods.com © 2013 TruMethods, LLC. All rights reserved
What is World Class?
www.trumethods.com Copyright 2013 TruMethods, LLC
Average • • • • •
Inconsistent MRR growth AISP under $100 Leverage of $100,000 / employee Under 10% net profit margins Create very few jobs
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Best-in-class • • • • •
Add some new MRR most months AISP $100 - $110 range Leverage of $125,000 per employee 14% - 16% net profit margins Create a few jobs
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
World Class • • • • •
New MRR at the right price EVERY month AISP $120 - $160 range Leverage of $150,000 or higher 25% - 35% net profit margins Create opportunity for all employees
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Annual Service Revenue with 12 Employees • Avg: $1,200,000 • BIC: $1,500,000 • WC: $1,800,000
www.trumethods.com Copyright 2013 TruMethods, LLC
The 4 Steps To Success
Belief
Discipline Knowledge
Desire
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
5 Qualities of a World Class MSP
#1 Business Planning
#2 Know what you sell
#4 Be process driven
#3 Sales Focus
#5 Command
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#1 Business Planning Process
www.trumethods.com Copyright 2013 TruMethods, LLC
#1 - Business Planning
World Class MSPs have fanatic discipline around the business planning process www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
The clear the decks mentality
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved.
Business planning process is the only way to align short term actions with long term priorities
Vision
Target
Plan
Action
• 10 Years
• 3 Years
• 1 Year
• 1 Quarter
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved.
Business Planning Process
Checkpoint • Do you have a current TruMethods Business Plan? • Do you have a Quarterly Action Plan? • Do you complete your TruMethods QBR every quarter? • Do you schedule one day per quarter for strategic planning?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#1 - Business Planning
Business Planning (SK)
The Goal Setting Process
Preparing for your Business Plan
Success Rhythm
Your Annual Business Plan
Sales Meeting Structure
Business Plan Workshop
Financial Planning
Quarterly Action Plan
Service Delivery Meeting Structure
Core Values & Purpose
Audio Messages: Too many to count! www.trumethods.com
© TruMethods, LLC. 2013 - All rights reserved
Do you want to be World Class?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#2 Know what you sell
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#2 - Know what you sell
World Class MSPs know what they sell
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Are you a grocery store or bakery?
www.trumethods.com © 2013 TruMethods, LLC. All rights reserved
Are you a reseller or MSP? • • • • • • •
Hardware Licensing Patch Mgmt. Anti-Spyware Anti-Spam Anti-Virus Technology planning
• • • • • • • •
Remote support On-site support Virtual Servers VDI Remote Backup HaaS, IaaS, SaaS Desktop Optimization Disaster Recovery
www.trumethods.com © 2013 TruMethods, LLC. All rights reserved
How much time do you spend defining the end result you deliver?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Are you defining your success by the results your clients receive?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
None of it works without belief
BELIEF
Deliver the End Result
Selling to “we’re fine”
Right Price
Right Support Offering www.trumethods.com
© TruMethods, LLC. 2013 - All rights reserved
Know what you sell
Checkpoint • Does your offering lower your clients overall technology costs? • Have you reduced entrance barriers? • Do you have clearly defined edges? • Do you have the right average AISP? • Do you pass the 5 minute test? • Have you set a minimum MRR amount? www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
TruMethods Content
Packaging your Service Offering
Defining your edges
Pricing your Service Offering
Packaging & Pricing Workshop (support offering checklist)
Chocolate Cake
Agreements
Not all MRR is good MRR
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Do you want to be World Class?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#3 Sales focus
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#3 – Sales Focus
World Class MSPs have Sales FOCUS
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#3 – Sales Focus
Sales Interest vs. Sales Focus
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#3 – Sales Focus
Checkpoint • • • • • • •
Do you have resources dedicated to adding MRR? Do you have a goal for new MRR? Do you know how many FTA’s you need? Do you have a process in place for lead generation? Do you focus on both warm and cold lead sources? Do you have a weekly sales meeting? Do you fill out an outside sales review sheet for every FTA? www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#3 – Sales Focus
Checkpoint • Is your sales playbook ALWAYS up to date? • Is your PBR ALWAYS up to date? • Do you review the status of your prospect database monthly? • Do you listen to TruMethods sales content every week? • Do you believe that every SMB would be better off using your services? • Are you relentless in pursuit of your sales goals? www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Do you want to be World Class?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#4 Be process driven
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#4 – Be process driven • World Class MSPs are process driven in all areas – – – –
Sales Finance Business Planning Service Delivery
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
The Culture of Process
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#4 – Be process driven Establish a culture of process: • Involve the entire team – Does the team decide the best practices and process? – Are they operators or cogs in the machine?
• Improve your processes – Are these processes alive in your organization? – Do you have a process to improve the process?
• Create a rhythm – Daily huddles & Meetings www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#4 – Be process driven Institutionalize process: • Documentation – Where do you store process documentation? – What is the process to keep it current?
• Training – How often do you train on your processes? – Who is responsible?
• Leverage process for superior results
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#4 – Be process driven Be accountable for the results: • Measure – How do you measure success in real-time? – What rhythm do you follow?
• Accountability – Who in your team is accountable for the results? – Who is accountable for documentation? – Who is accountable for training?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Best Practices
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Technology Summary
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#4 – Be process driven
Checkpoint • • • •
Do you involve the team in process creation? Are processes alive in your organization? Do you have a regular rhythm? Do you have your processes documented & up-to-date? • How often do you train on your processes? • How do you measure you’re effectiveness? • Who is accountable for performance? www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Do you want to be World Class?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#5 Command
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#5 - Command
World Class MSPs have Command
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#5 - Command • Command is a 360 degree view of the business – – – – – –
Packaging Pricing Finance Sales Service Delivery Company Culture
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#5 - Command • Gaining Command – Understand key cost drivers in the business • Macro view • Micro view
– Smart Numbers • TruMethods QBR
– Accountability – Fanatic Discipline
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#5 - Command
Checkpoint • • • •
Do you complete a QBR every quarter? Have you done Micro-Picanomics? Have you done Macro-Picanomics? Are you continually measuring your performance and analyzing the results?
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
#5 - Command
World Class MSPs have Command
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
5 Qualities of a World Class MSP
#1 Business Planning
#2 Know what you sell
#4 Be process driven
#3 Sales Focus
#5 Command
www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved
Q&A www.trumethods.com © TruMethods, LLC. 2013 - All rights reserved.
