Two businessmen discussing some project

When done right, quarterly business reviews (QBRs) provide you the opportunity to demonstrate the value of your managed IT services, advise and upsell clients on new or unused technology and support, assess overall client satisfaction and more. But before you even meet with clients, you need to put together a game plan for how you’ll conduct your QBRs.

Otherwise, this sometimes rare opportunity to reconnect with customers and strengthen existing relationships can deteriorate into the kind of “kicking the tires” conversation that’s a waste of everyone’s time. To prevent this and get the most out of your next round of business reviews, here are four often overlooked essentials that I’ve had success with in my own experience as an MSP.

  1. Prepare an Agenda and Share It Ahead of Time

What is it that you hope to accomplish during your QBRs? How will you make the most of your time with clients? All MSPs should prepare an agenda that addresses these concerns beforehand. Doing so helps keep you organized and ensures that you have everything you need to conduct a successful review.

  • A sample agenda may include items like:
  • Provide a recap of the last quarter and review big wins and losses
  • Discuss infrastructure needs and establish goals for the coming quarter
  • Share a report on the number of issues you resolved without clients even knowing about it
  • Introduce new solutions or discuss upgrading to a higher level of support

It really depends on the MSP and the SMB in question, but these are common outcomes of QBRs.

We review each in Five Things to Accomplish During Quarterly Business Reviews, a recent episode of The Weekly Byte!

When scheduling the meeting, don’t forget to share this agenda with your clients ahead of time, either verbally or through email. If this is their first QBR, they may not entirely understand what the purpose of your visit is or how it’s valuable for them.

Presenting them with a bulleted agenda instills confidence in your clients that their time will be well spent. Additionally, having an agenda keeps you on track and holds you accountable for meeting all of your QBR objectives in the allotted time period.


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