When people ask about our competition, we usually say, “We don’t really run into much.” It’s not arrogance, it’s because of our unique differentiation in the market. The reality is that IT is held to a very low standard, and it’s been that way too long. In this blog post, we want to share a small incident that reminds us why we approach IT the way we do — and why IT, frankly, needs to do better and be held to a higher standard.
A Real Sad Story From Our Naperville Office
We moved into our new space in Naperville about two years ago. Before us, there was another tech provider located in the same suite, but they had moved out over a year prior. A package was delivered to our office that wasn’t intended for us: it was addressed to the previous tech provider that used to occupy our space. Yes, the same company that has not been at this address for over 3 years. Disappointingly, this has happened every few months since we moved in.
Waident tried to do the right thing as always. This time we called them at least three times to let them know that their package had arrived and that they should probably pick it up. We heard promises, yes, today, and Bob is on his way, kind of replies.
(Note: this has happened a few times before. You’d think they’d have learned something by now.)
Days went by. Nobody came to pick up the package.
Then, today, Waident finally received a phone call. Someone on their team said, “Hey, we think you actually have our package. It contains a very valuable piece of technology for an important client.”
Are you kidding me?
To our surprise, nobody on their end communicated internally that there had already been three attempts made to contact them. Moreover, the CEO’s name was on the box! You’d think they’d at least make an effort to track it down or follow up.
At the end one of the senior engineers came and grabbed it. We were sad; it wasn’t a good use of his time. At least, the technology was safe, and it all ended well.
Why Communication Breaks Down in Many MSPs
MSPs fail not because their engineers don’t know their stuff, but because their teams don’t talk to each other, their documentation is outdated, or no one follows up with the client.
- Sloppy process or NO process. In IT, a lack of process leads to sloppy communication, which leads to downtime, missed details, and unhappy customers.
- No clear ownership.
Tickets bounce from one technician to another with no accountability. When no one “owns” the issue, the client ends up following up instead of getting answers. - Poor documentation.
Without proper notes or history, every new tech has to start from scratch. That’s not support. - Working in silos.
Teams get busy and focus only on their tasks. When internal communication fails, clients feel the effects immediately. - Reactive instead of proactive.
Many MSPs only communicate when something’s broken. That might seem efficient, but it creates uncertainty and distrust. Clients shouldn’t have to ask for updates, they should already know what’s happening.
How Waident Does IT Differently
What sets us apart from other MSPs in Naperville and across the Midwest:
- We overcommunicate: We believe that working in silos isn’t efficient, and leaving people in the dark doesn’t help anyone.
- We are documenting maniacs: If it happened, document it, so we don’t need to look for a solution again.
- Process-process-process: It is the smart thing to do, it saves time, saves clients’ money and the team has minimal, if any, fire drills, so their sanity is intact (just part of the reason why our average team tenure is nearly 7 years).
- Experience: Waident has been around for more than 21 years, and we’ve learned a thing or two about what makes a good MSP.
- A team that genuinely likes each other and helps people
- We are relatively large for an MSP, a team of about 30, and we pride ourselves on being different. We have a mentorship process where the more seasoned techs teach the juniors and the team is constantly evolving, gets new certifications and shared the knowledge with the rest of the team.
- and we suck less.
The Takeaway
This story isn’t about a misplaced package. It’s about how most MSPs fail from poor internal communication and a lack of documentation. Their teams operate in silos, and their clients end up paying the price. You can imagine how this would impact their client experience…
So, when Waident says we don’t run into much competition, this is what we mean. If some MSPs can’t even manage to pick up an important package, for a client mind you, how can you trust them to manage something as critical as your company’s technology?
At Waident, communication isn’t just part of our process; it’s part of who we are. And that’s why our clients stay with us year after year.
