Recap from last Time.
Last time we saw that to complement the statistics we saw in session 1, the main benefits to MSP owners for optimising referrals were identified within the categories of :

– Cost (or lack of it)
– Feedback (both internally and externally)
– Trust – we looked at all the stakeholders along the trust-train.
– Morale – we finished off looking at reviews and referrals in terms of recruiting and retaining your most important asset – i.e. your talent.

In this section, we’ll look at how referrals can be sabotaged. In my experience, this falls broadly into five separate categories, namely Service, Motivation, Personality, Environment and Communication, so let’s look at these in turn.