Episode 70: Stop using the words “users” and “tickets”

In this week’s episode Words have power – be careful which ones you use! This week Paul unpicks the terrible words used by many MSPs, that can be a real turn off for your clients and prospects Also in this week’s show, an MSP customer satisfaction expert details how best to survey clients and what to do with the results Plus Paul talks about the kind of meetings that will help your MSP to grow (and which could have the opposite affect). And there’s a listener book recommendation all about brilliant branding Show notes Out every Tuesday on your favourite podcast platform Presented by Paul Green, an MSP marketing expert In talking about planning better meetings, Paul recommended the book Traction: Get A Grip On Your Business by Gino Wickman Find out more about Paul Green’s MSP Marketing Edge content service Paul’s special guest was Andrew Wallace from SmileBack talking about how to keep your clients for longer by collecting feedback Many thanks to Steve Pailing from Plexa for recommending the book Building Strong Brands by David Aaker Please recommend a book you think will inspire other MSPs here paulgreensmspmarketing.com/podcastbooks On March 23rd Paul will be joined by Mark Edwards from Whiteboard Strategies talking about how grab attention and sell more on video meetings Please send any questions, ideally in audio-form (or any other feedback) to [email protected] Episode transcription Voiceover: Fresh every Tuesday for MSPs around the world. This is Paul Green’s MSP Marketing Podcast. Paul Green: Somehow we’re already 10 weeks into 2021. Seriously, how did that happen? Here’s what we’ve got coming up for you on today’s show. Andrew Wallace: Businesses tend to focus more on growth than we do on retaining our existing customer base. Paul Green: I’ve got a great book suggestion for you later on about how to build a great brand for your MSP. Plus, we’re going to be talking about meeting rhythms, how often you should meet and who you should meet with on your team in order to grow your business. Voiceover: Paul Green’s MSP Marketing Podcast. Paul Green: There’s a word that far too many MSPs use in their marketing. And I hate it, hate it, hate it. That word is user or users, because to us, you and I, we know what users are, they̵