Growing a TSP Business: The Biggest Mistake to Avoid

Somewhere along the way, many Technology Solutions Partners have stopped having real conversations with their clients. Not intentionally. Not out of neglect. But in the race to deliver services, hit KPIs and stay ahead of the curve, dialogue has dropped off.

It’s more common than you’d think, and more damaging than it appears.

If this rings true for you and communication has drifted off-course, consider this a chance to realign your compass. Because staying connected to your clients is the foundation of long-term engagement, growth and success.

How a Lack of Client Focus is Hurting TSP’s

For many, client-centricity hasn’t disappeared – it’s just been deprioritised.

Owners and leaders are consumed by other business priorities: refining operations, managing people, finances, chasing scale. As such, client relationships often take a back seat. Strategic conversations are postponed. Casual lunches or check-ins disappear. The result? Relationships become transactional and reactive, rather than being proactive partnerships.

When TSP's do not consistently engage with clients, they lose the ability to have an impact. This disconnect can make it harder to uncover new challenges, suggest better-fit solutions and stay ahead of the curve.

Because client needs evolve. Priorities shift. New technology solutions emerge. The “standard stack” you rolled out two years ago may no longer serve the client’s goals today.

To build a future-proof TSP, curiosity must come first. The only way to stay relevant and indispensable, to recommend the right tech, or the right strategy is to truly understand what’s really going on inside your client’s business.

Where Communication Breaks Down Inside the TSP Business

This isn’t just a leadership issue. Client communication is often breaking down across the entire company. And it’s costing relationships, trust and growth.

Let’s look at how communication gaps may be showing up across the business.

Account Management

Account Managers are often hiding behind emails. Many avoid running quarterly business reviews (QBRs) altogether, citing a lack of data or time. But more often than not, it comes down to a lack of confidence or curiosity. Instead of visiting or speaking with clients, or asking meaningful questions and following up, they default to emails or silence.

Support

It’s common to see support teams relying too heavily on PSA ticketing systems and rarely pick up the phone. As a result, clients feel like they’re talking into a void, creating a “black hole” experience, where their issues disappear and frustration builds.

Projects

When project teams receive sign off, they often don’t communicate with clients either. No kick-off calls. No progress updates. They’re so focused on delivery, clients get left out of the loop and are often left wondering what’s happening behind the scenes.

Finance

Finance Teams aren’t exempt either. Invoices are unclear or untransparent. Even with SLAs in place, line items may not align with client expectations, or what they they’re paying for. When billing queries arise, they may avoid conversations altogether. Instead of explaining the value or resolving confusion, the quickest fix becomes a credit memo.

Then, on occasions when receivables go unpaid, there may be follow up – but we don’t stop to ask why.

So, is communication in your TSP reinforcing trust, or (is a lack thereof) eroding it?

The Mindset Shift: From Commodity to Boutique

There needs to be a mindset shift in the industry towards client-first service. Most TSP's aren’t high-volume machines – they’re boutique by nature. And boutique service demands more than technical delivery. It requires proactive, personalised client engagement.

This client-centric shift won’t happen on its own. It needs to be led by owners, by leaders. If you’re serious about building a client-centric TSP, talk about it. Prioritise it. Make client engagement a regular part of team conversations.

Ask the right questions: What are we doing? How are we doing it? And what impact does this have for the client?

Because if you’re not competing on price or standing out on experience – you’re sitting in the danger zone.

But, undergo a client-centric mindset shift? You’ll be empowered to build a stronger, more profitable business with longer-lasting client relationships.

Ready to re-centre your TSP around client engagement? Learn how Fractional Leadership & Advisory can help you lead the shift.