PHOTO CREDIT: Photo by krakenimages on Unsplash
10 steps to better manage your service delivery and protect your business when your top talent walks out the door
Several years ago, one of our senior engineers left my IT business for what they called “a better opportunity.”
They had been with us for five years. They were smart. They were reliable. Clients liked them. We thought we were in good shape when they resigned. We sat down, reviewed documentation, made sure passwords were updated, and said our goodbyes with confidence.
But when we started transitioning their accounts?
We were blindsided.
Projects were incomplete. Server rooms were messy and poorly labeled. Documentation was almost nonexistent. We discovered the truth: the knowledge lived in their head—not in our systems.
We had trusted this team member. And in many ways, they had earned that trust. But we had made a critical mistake.
We had delegated… and then disappeared.
We abdicated our role as leaders.
And our clients felt the impact.
If you’re a small business owner—especially in the IT world—you’ve probably been there.
You wear too many hats. Your days are filled with escalations, tickets, and project planning. When someone on your team says, “I’ve got it,” it’s tempting to take them at their word and move on.
But here’s what I’ve learned the hard way: trusting your team is important. But trust without oversight? That’s not leadership. That’s risk.
After we recovered from the shock of that engineer’s exit, we began rebuilding. We didn’t just tighten processes—we reshaped how we lead. Over time, we built a system that gave us more visibility, more confidence, and better client relationships.
Here are 10 steps we took. If your top tech or team lead left tomorrow…would you be ready?
1. Shift Your Mindset
We thought we were doing the right thing by investing heavily in our team’s happiness. But we lost sight of the client.
As a leader, you have to build relationships with both. If you find yourself thinking, “I don’t want to micromanage,” pause and ask, “Am I too far removed from what my clients are actually experiencing?”
The relationship must also be with your clients—not just through your team, but directly with you.
2. Hire a Dispatcher (or Step Into That Role Yourself)
In our earlier years, we had someone “handling” the schedule, but they weren’t empowered—or supervised properly.
We fixed that by hiring a strong, detail-oriented dispatcher whose full-time job was managing tickets and keeping communication clear. If you can’t afford that role yet, then for now, it’s yours to own.
The dispatcher is the heartbeat of your service delivery.
3. Direct All Client Service Calls Through Your Support Line
If your clients are calling your team directly, you’re handing over control of your client experience.
We stopped that. All calls go through the support line and into our ticketing system. This allowed us to set expectations, create accountability, and remove the “tech as the bottleneck” problem.
Clients still get personalized service—just with visibility and structure behind it.
4. Send a Client Survey After Every Ticket or Project
If a client gives less than five stars, someone follows up immediately. Not a week later. Not at renewal time. Right away.
Most clients don’t leave over one mistake—they leave because they feel unheard. A fast, thoughtful follow-up often turns frustration into loyalty.
5. Monitor Your Ticket Reports—Don’t Just Glance at Them
Yes, build widgets. Yes, automate alerts. But nothing replaces a daily check-in with your team: “What’s open? What’s at risk? What do I need to know?”
The goal isn’t control—it’s clarity.
6. Hold Weekly Service Meetings
Once a week, we gather the service team to review project updates, escalations, and client communication. These meetings are brief, focused, and powerful.
It’s not just about the tickets—it’s about creating alignment and surfacing small problems before they become big ones.
7. Spot Check Accounts. Randomly.
We make time to drop in on client sites. Say hello. Walk through the space. Ask what’s working—and what’s not.
As Chet Holmes, author of the Ultimate Sales Machine once said: “People respect what you inspect.”
These moments often reveal patterns we’d otherwise miss. And they remind clients that leadership is involved and paying attention.
8. Require Before and After Photos for Every Project
Visual documentation is a powerful tool.
Not only does it help your team stay accountable, it also helps train newer members. And when something goes wrong, it provides a record that can clarify what really happened.
Clients also love this. They can see progress in real terms.
9. Schedule Quarterly Business Reviews (QBRs)—And Show Up
Time is stretched thin. But clients want to know you’re invested in their success—not just in fixing things.
Use QBRs to ask bigger questions:
How are we doing?
What could we improve?
What changes are happening in your business that we should know about?
The answers to these questions have saved relationships—and uncovered new opportunities—again and again.
10. Have a Rock-Solid Offboarding Checklist
Most MSPs don’t think about this until it’s too late.
Have a documented process for when someone leaves. I’m talking:
- Access removed
- Documentation reassigned
- Passwords updated
- Open tickets reviewed
- Clients informed
This protects your business—and your clients’ trust.
Your Clients Deserve More Than Good Techs. They Deserve Strong Leaders.
Your business doesn’t fail because a technician leaves. It fails when leadership isn’t prepared for that technician to leave.
If you’ve been relying too much on “good people” without a process to back them up—start here. Start with these ten steps. And most importantly, start with your mindset.
Clients don’t buy IT support. They buy trust.
So let me ask you:
If your best tech walked out today, would your business—and your clients—still be okay?
If that question gives you a pit in your stomach, that’s your signal.
Let’s fix it.
You Don’t Have to Lead Alone
I’m Lisa Shorr. I’ve walked this road—and I’ve built the roadmap.
If you’re ready to stop feeling like the bottleneck in your own business…
If you want a team that owns their role, clients that rave about your service, and a business that doesn’t collapse when someone quits…
Let’s talk.
My B.R.A.N.D. Method was built for leaders like you—because I was you.
Ready to make your business unforgettable—for the right reasons?
📅 Book a Free Discovery Call
No hard pitch. Just a real conversation about your future.
Let’s make sure your leadership shines as brightly as your tech.
You’re too good to be invisible.
Previously published on Substack.
