As MSP's work with their clients' it is easy to get complacent and work exclusively through your primary point of contact. What happens when then contact is not the sole decision maker and has an equal partner who has equal say in your renewal decision. Can you be at risk?

Robb and Tim share a real-life case study of a client who ran into the exact issue described above. The client had been a long-term relationship of the MSP, but primarily in a break-fix fashion. The relationship to date had been primarily reactive. Also, client had added a Level 1 tech making this an even more difficult renewal.

The MSP walked into the renewal finding out that the client that "who loved them":

• Had been educated to the concept of Managed Services by a competing vendor who provided a proposal.
• The proposal was much lower than his existing fees.
• The other partner liked his model and price.

Tim and Robb then share how the customer worked the deal, and the good, bad, and ugly of the final outcome.