As vCIOs, we often spend most of our time talking to a handful of key stakeholders, including owners, department heads, and office managers. And that’s great. But if we stop there, we’re only getting a partial picture of the client’s IT reality.
The real insights? They’re sitting with the users.
When you survey all users, you unlock a goldmine of information. Here’s why this is so valuable:
- You Catch the Issues No One Is Reporting (Yet)
Sometimes users struggle silently. Perhaps their laptop is painfully slow, or they’ve been struggling with the same app glitch for months. They don’t want to “bother IT” or assume it’s just their problem. By proactively surveying them, you bring these hidden issues to light before they turn into an emergency or worse, a frustrated phone call to your main point of contact.
- You Identify Training Needs Before They Become Pain Points
Let’s say you roll out a line-of-business app, and everything seems fine from your client’s leadership’s perspective. But what if half the users are only using 20% of its features because they never got proper training? Or worse, they’re misusing it?
When your survey reveals that users need training on a specific app, that’s a big win for you and the client. Now you can proactively recommend a training session to your client.
- You Build Trust by Being Proactive
Clients love it when you take initiative, and nothing says “we’ve got your back” like showing up with real user feedback, unprompted.
“Hey, we surveyed your users and found that several teams are struggling with Teams file sharing. We want to propose a quick workshop.”
That message goes over really well. It shows you’re not just reacting, you’re investing in their success.
- You Get a Better Pulse on the Company Culture
IT is about people, not just technology. When you take the time to listen to users across departments, you gain a much deeper understanding of how technology fits into their daily workflow and where it may be falling short. This makes your roadmap more user-centered, more accurate, and ultimately more effective.
Make It an Annual Habit
I encourage every vCIO out there: survey all your client’s users at least once a year. It doesn’t have to be complicated: a short, focused survey can do wonders. You’ll uncover issues early, identify opportunities for training, and create new ways to deliver value.
Plus, you’ll build trust with your client and deepen the relationship.
Simon is the President of S3 Technologies, a leading Canadian MSP he co-founded in 2003. He built and scaled the vCIO team which eventually lead to him co-founding Propel Your MSP in 2018 to help MSPs with their vCIO services.
