What Halfords Taught Me About Great MSP Service

The other day, I took my daughter’s mountain bike to Halfords. The brakes were squeaking horribly, and with a trip to Center Parcs on the horizon, we needed it sorted quickly. I wasn’t expecting much—but was pleasantly surprised.

The guy in the bike department (Jack) told me it’d be two weeks before they could book it in. But when he saw my consternation, he paused and said, “Let’s take a quick look now for you.”

Within ten minutes, Jack had sanded the disc down, cleaned it thoroughly, and handed me back the bike, good as new. He didn’t charge me a penny, but what he did was priceless: he guaranteed that I’d be a customer for life.

Now, what does this have to do with MSPs and delivering great service?

Service Isn’t About Scaling – It’s About Solving Problems

As MSPs grow, the push for efficiency, automation, and even AI often takes centre stage. Ticket systems streamline workflows, automation reduces repetitive tasks, and AI is beginning to handle more queries. All of these are valuable. But in the pursuit of efficiency, there’s a risk: losing the human touch that turns a satisfied customer into a loyal one.

The MSP Equivalent of Jack

Think about your service desk. When a client logs a ticket, they’re not just reporting a problem—they’re asking for help. What would Jack do in that situation?

• Would he tell the client to wait two weeks because that’s how long the queue is? Or would he take a moment to assess the problem, maybe fix it on the spot if possible, and show the client they’re valued?
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Great MSPs don’t just resolve tickets; they solve problems. Sometimes, that means going beyond the standard SLA to provide a human touch. It’s not just about closing a ticket faster—it’s about making the client feel heard and supported.

Automation Is a Tool, Not the Goal

Automation is fantastic for streamlining repetitive tasks and giving your team more bandwidth. But it’s people who build relationships, solve customer issues, and create loyalty. A chatbot can acknowledge a ticket, but only a person can spot a situation where a client needs help right now and step in to make their day.

Jack could have stuck to the system, telling me to book the bike in like every other customer. Instead, he recognised the immediate need, acted on it, and created a moment of trust and loyalty.

What MSPs Can Learn

1. Empower Your Team: Give your engineers the autonomy to solve problems on the spot when they can.
   
2. Balance Automation with Humanity: Use automation to free up your team for what matters—building client relationships and tackling high-value tasks.
3. Focus on the Client’s Experience: A ticket is more than a number. Behind every issue is a person relying on your expertise to make their day better.
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The Right People Make the Difference

As MSPs grow, let’s not forget that great service is about more than just efficiency. It’s about recognising a client’s need, fixing their problem when it matters most, and building trust that lasts a lifetime.

Because at the end of the day, it’s people like Jack—and the human moments they create—that clients remember.

Need to find more “Jacks” for your MSP? We help MSPs hire people who deliver exceptional service while embodying the culture and values that set your business apart. Let’s talk.