You are ready for growth! You can’t wait to start drawing in fresh leads and making some sales! In fact, you’ve set a pretty ambitious sales quota for your bizdev team and they are scrambling to meet it.
You know if you can just get them in the door, then you can make the sale. And that’s all there is, right?…
Wrong!
Let’s talk about a few ways that your plan for 25-50% growth over the next year is going to come back and bite you hard.
Scaling Your IT Company Intentionally: Don’t Outpace Your Capacity
You want to grow carefully.
Growth should never come at the cost of service quality. When new clients pour in, but your hiring and training can’t keep up, it puts long-time clients at risk. The very people who trusted you first suddenly feel neglected, leading to attrition.
Even if your rate of sale can cover the higher attrition, you’ve got angry clients leaving bad reviews. You’ve got new clients experiencing lousy onboarding. And you’ve got current clients creating a tense environment for your employees by constantly coming at them with complaints.
How to Avoid This Trap:
- Hire proactively, not reactively.
- Create a scalable onboarding and training program for new employees.
- Focus on customer success metrics to ensure existing clients still get the VIP treatment.
Define What You’re Selling: Avoid Unnecessary Tension
Is your sales team still selling the same “Managed IT Package” they were two years ago? Meanwhile, your service delivery keeps evolving, and nobody’s sure what’s actually included anymore. Misalignment between what’s promised and what’s delivered creates friction—and frustrated clients.
Not only that, but ill-defined service offerings can delay projects, create a poor quoting process, and ultimately cost you that new contract.
If you’re going to add on several new clients per month, you need to make sure that what’s being sold matches what your employees can deliver.
What to Do:
- Standardize and document your service offerings.
- Keep sales and delivery teams aligned with regular syncs.
- Provide internal company training on your service offerings regularly.
- Audit your marketing collateral to ensure it matches current offerings including website, social, leave-behind sheets, and case studies.
Use That Feedback: Because Honesty May Steer You Differently
MSP business owners tend to be big thinkers—visionaries with a “just make it happen” mentality. While that’s inspiring, it can create internal friction if teams feel overwhelmed or clients experience inconsistent service. The key? Create a culture where honest feedback is not just encouraged but acted upon.
A lot of MSPs implement something like CrewHu or other service ticket-level feedback processes, but they don’t always use it to create actionable changes. Discover key training gaps, common client questions/complaints, or opportunities for service level improvement. Work this into your system and see satisfaction improve as you grow.
You may find that the service offering you’ve defined actually needs some refinement before you start pulling in new logos.
Tips for Building Honest Communication:
- Hold regular feedback sessions with staff.
- Develop a system for capturing and responding to client feedback.
- Actually use that feedback to creation actionable changes.
- Be open to hearing what’s not working—and be willing to fix it.
Your Marketing & Biz Dev Teams Are Mad At Each Other: Align for Success
If your marketing team is pushing one message while sales is pitching another, you’re wasting time and money.
Campaign alignment between marketing and business development ensures prospects get a consistent message at every touchpoint.
If you want marketing pulling in tons of leads and they don’t have a clear understanding of what an actual target lead is then you may have your BizDev team wasting loads of time on unqualified prospects and small potatoes.
This creates tension between your two departments. BizDev feels like marketing is just wasting their time. In reality, they’re just not aligned on what an SQL looks like.
How to Create Alignment:
- Set up regular collaboration meetings between marketing and sales teams.
- Share campaign insights and performance data across teams.
- Develop a unified content calendar to keep messaging consistent.
Stop Chasing New Clients When You Can Upsell to Existing Ones
Growth doesn’t always mean landing shiny new clients—it can also mean getting more value from the ones you already have. Many MSPs overlook the goldmine sitting right under their noses: their current customer base. When you’re laser-focused on bringing in new business, existing clients can feel like an afterthought. That’s a dangerous game. Neglecting them opens the door for competitors to swoop in and steal your hard-earned relationships.
How to Keep Existing Clients Happy and Growing:
- Run email campaigns that showcase additional services tailored to their needs.
- Regularly check in with clients to identify pain points and offer solutions.
- Highlight how expanding their current services can simplify their operations and save them money.
- Smart growth isn’t about piling on as many new clients as possible—it’s about strengthening and expanding the relationships you already have. Happy, loyal customers are your secret weapon for sustainable success.
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