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I had Chris Miller back on the show, and we started with a topic every MSP owner understands: client service. ATB Technologies has built a reputation around keeping customers happy, but Chris was honest about what that really means. Technology still breaks, Microsoft and Azure still have outages, and users can still be frustrated. The difference is how your team responds, communicates, and works to make things right. One of the things that stood out to me was Chris talking about hiring for soft skills on the help desk, including a certified child psychologist on the team. Patience is a real skill in this business, especially when you are helping people who may not be technical and simply want the outcome they were promised.
We also had an honest conversation about losing your largest client. I shared my own experience of firing a large law-firm client, and Chris explained how ATB lost a customer representing more than half of its revenue. They looked at the numbers, found cost savings, protected their people, rebuilt the revenue in about nine months, and eventually won that client back. The bigger lesson was not just about recovery. It was about leadership staying involved in relationships, making QBRs valuable to the customer, reducing customer-concentration risk, documenting your sales process before hiring a salesperson, and defining the kind of clients you actually want to serve.
=== Chapters
- 00:22 Client Retention Wins
- 05:48 Losing Your Biggest Account
- 11:18 Why They Came Back
- 16:24 Pricing the Right Way
- 18:54 Breaking the Sales Plateau
- 25:19 Defining Your Ideal Client
- 29:45 Building a Sales System
- 32:37 Growth Through Acquisition
- 35:11 Closing Thoughts and Events
=== Guest: Christopher Miller, ATB Technologies
- Website: https://atb-tech.com/
- LinkedIn: https://www.linkedin.com/in/millerchristopher
=== Resources / Companies / Products / Books / Podcasts
- Microsoft Azure: https://azure.microsoft.com/
- TechCon Unplugged: https://techconunplugged.com/
- TD SYNNEX Inspire: https://www.tdsynnex.com/na/us/inspire/
- IT Nation Connect Global: https://itnation.connectwise.com/connect-global
- Ritz-Carlton: https://www.ritzcarlton.com/
=== SPONSORS:
- Technology Partner, NetAlly: https://www.itbusinesspodcast.com/netally/
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- Digital Partner, Designer Ready: http://itbusinesspodcast.com/designerready
=== SHOW MUSIC:
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- Item URL: https://elements.envato.com/upbeat-fun-sports-rock-logo-CSR3UET
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=== Connect with Uncle Marv
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🎙 Host: Marvin Bee
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