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MSP Mindshare: The 7 Pillars of MSP Culture, and why they matter 

Lately I’ve noticed a trend of customers asking about the MSP’s values and culture to see if they fit with theirs. This helps them get a better idea of the type of people they’re hiring.  

Any high performing MSP (or really any company for that matter) I’ve ever met has one commonality: a great culture. 

Customers choose one MSP over its competitors for a variety of reasons, including the services provided, cost, scalability, reliability, customer service, and reputation.   

Customers want to make sure that the MSP they choose is the right fit for their needs, and that they can trust the provider to deliver quality services.  

The pillars of culture for MSPs 

1. Respect

Respect for employees and clients is essential for any successful MSP. Everyone in the company should be treated with respect and courtesy, regardless of their position or experience.

Respect is critical in any great MSP company culture because it helps foster an environment of trust and mutual understanding. When employees feel respected, they are more likely to be engaged in their work and collaborate with their colleagues. Respect also helps increase morale and productivity, and it serves as a reminder that everyone, regardless of their position, is important to the success of the organization. 

 2. Communication

Open communication between employees and clients is essential for MSPs to understand their clients’ needs and develop successful service offerings.

Communication is essential for a great MSP company culture because it allows team members to express their ideas and feelings in a respectful and open manner. It also helps to build trust and understanding between team members, which can help to increase efficiency and productivity. Additionally, clear and effective communication helps to ensure that everyone is on the same page and that tasks are completed correctly and efficiently. Communication also allows employees to feel heard and appreciated, which can help to create a positive and engaging work environment. 

3. Collaboration

Collaboration among teams and departments is essential for any successful MSP. Employees should work together to develop effective solutions and strategies.

Collaboration is an important part of a great MSP company culture because it helps to build trust and respect amongst team members, encourages open communication, and encourages creativity and innovation. Collaboration also helps to create a sense of ownership and empowerment, which can lead to greater productivity and better customer service. Additionally, it helps to foster a sense of unity, which is key to building a successful team and company. 

4. Accountability

Employees should be held accountable for their actions and decisions.

Accountability is important in a great MSP company culture because it sets the tone for the organization, encourages employees to take ownership of their work, and creates a culture of trust and collaboration. Accountability also leads to greater employee satisfaction, improved morale, and increased productivity. Without accountability, employees may not be held accountable for their actions, leading to a lack of ownership and a decrease in results. 

5. Flexibility

MSPs should be flexible in their approach to problem-solving and adapting to changing customer needs.

Flexibility is also important in a great MSP company culture because it allows employees to be productive while also having the freedom to manage their own lives. Flexibility in regard to work hours and location enables employees to fit their work in around other commitments, such as family life or extracurricular activities. It also gives them the freedom to explore new ideas and find creative solutions to challenging problems. Flexible environments also tend to promote collaboration and camaraderie, which can lead to higher job satisfaction and productivity. Ultimately, flexibility can help create a culture that encourages innovation, creativity, and growth. 

6. Innovation

Innovation is essential for any successful MSP. Employees should be encouraged to think outside the box and come up with creative solutions to customer problems.

Innovation is important in a great MSP company culture because it encourages employees to think outside of the box and come up with creative solutions to problems. Innovation helps to foster a culture of collaboration and encourages employees to work together to come up with creative solutions. It also helps to keep employees engaged in their work and motivated to come up with better ideas and solutions. Innovation helps to ensure that the MSP company is able to stay ahead of the competition and remain competitive in the market. 

7. Teamwork

Teamwork is essential for any successful MSP. Everyone should be working towards a common goal and be able to rely on each other for support.

Teamwork is essential for any successful MSP company culture. It allows employees to collaborate and share ideas, foster creativity and problem-solving, and increase productivity. By working together, MSP employees can better understand each other’s strengths and weaknesses, leverage each other’s skills, and create a more efficient and effective work environment. Teamwork also helps to create a sense of community and camaraderie, which can lead to better job satisfaction and improved morale. Finally, working together allows MSPs to develop better customer service and provide higher-quality support to their clients. 

But why? Culture = Results 

At the end of the day, it’s all about results, and why this all matters is because a great culture promotes many things: 

  1. Increased Employee Satisfaction: A great culture in an MSP promotes a better working environment, which leads to higher employee satisfaction and motivation. Employees who are happy and motivated are more productive, leading to increased profitability.
  1. Improved Client Relationships: MSPs with a great culture are more likely to retain clients and build long-term relationships. Clients will feel more comfortable working with an MSP that values their employees and provides a positive work environment.
  1. Increased Employee Retention: Employees who enjoy their work environment and feel valued are more likely to stay with an MSP. This helps to reduce employee turnover, which saves the MSP time and money. 
  1. Improved Morale: A great culture helps to create an overall positive work environment and increase morale. This can lead to better collaboration and problem-solving among employees, which can result in increased efficiency and productivity. 
  1. Enhanced Reputation: MSPs with a great culture are more likely to be seen in a positive light by customers, prospects and the general public. This can help to attract new customers and strengthen existing relationships.

 What MSP owner doesn’t want more of these 5 results? Exactly. 


About the author

shawn-freeman-200x200Shawn Freeman founded TWT Group in 2011 which was purchased by Fully Managed in 2020 and then acquired by Telus in 2022. He is active in the MSP channel and always looking for ways to give back to the industry. 



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About MSP Mindshare

The MSP Mindshare series invites MSP experts to share their perspectives, wisdom, and insight into the burning issues that impact the IT Channel. 


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