Channel Pro Live - After the Conference
Channel: IT Business Podcast
Date: 18/04/2024

In this episode of the IT Business Podcast, Uncle Marv recaps his experience at the recent Channel Pro Live event in Orlando, Florida. He also shares a story about a client who wanted additional services but was unwilling to pay for them, highlighting the importance of setting clear expectations and pricing with customers.

## Channel Pro Live Recap

Uncle Marv starts by discussing his recent trip to Channel Pro Live in Orlando, Florida. He shares his overall positive impression of the event, noting that the location, accommodations, and Wi-Fi were all satisfactory. The content and speakers were also well-received, with the keynote by Manuel Palachuk and panels featuring industry experts like Rayanne Buchianico, Eric Long, and Carlos Perez. Uncle Marv emphasizes that the event was not a "pitch fest" and provided valuable conversations for attendees. 

## Managing Client Expectations and Pricing

Next, Uncle Marv shares a "junior story" about a client who has been with him for a long time but has consistently shopped around for cheaper services. When an employee filed a personal claim against one of the client's customers, the client wanted to know what files the employee had accessed, but Uncle Marv's team did not have the capability to track that level of detail. The client had previously declined to pay for additional features like 24/7 support and file monitoring, and Uncle Marv had to remind them that they were getting what they paid for. This led to a tense conversation, but ultimately, Uncle Marv engaged a digital forensic specialist to investigate the issue and will be implementing the additional tracking features the client now wants, at an additional cost. 

Uncle Marv emphasizes the importance of setting clear expectations and pricing with customers, as discussed on the All Things MSP show. He stresses the need to stand firm on pricing and not cave to customer demands for additional services without proper compensation. This episode serves as a cautionary tale for IT professionals and managed service providers to ensure they are properly managing customer expectations and pricing their services accordingly.

Key Takeaways:

- Importance of setting clear expectations and pricing with customers
- Need to stand firm on pricing and not cave to customer demands for additional services without proper compensation
- Value of providing high-quality content and avoiding "pitch fests" at industry events
- Challenges of managing client relationships and balancing customer needs with business requirements

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