Recently, Helpt’s co-founders Matthew Pincus and David Sohn got to talk with Joseph Landes, CRO and co-founder of Nerdio, on The Cool Kids Table Podcast. Joseph has a 20+-year-long marketing background with Microsoft, and now oversees sales, marketing, and customer success at Nerdio. Nerdio went independent only five years ago, in 2020, and just crossed $100M in annual recurring revenue the summer of 2025. Their keys to success? Throughout their conversation, he attributed:

• Reliability

• Active listening

• Problem-solving

When asked what Joseph’s number one MSP differentiator would be if he were starting that business today, Joseph spoke to the importance of being reliable, showing up on time, and doing what you say you’re going to do (stay tuned for part two of his episode to hear more about it!).

He defined Nerdio’s “outside-in” perspective as actually listening to their customers and partners, and creating solutions to the problems they’re having. And quickly–they “come out with new versions of both of [their] products every six weeks, for example, that have 10-15 new features each, that are proposed by customers and partners largely.”

Joseph went on to advise against being just like the MSP down the street, running a similar tech stack, offering comparable service packages, and talking about the same buzzwords. “Think about a problem that really needs solving…[and be] an organization that can really do something different.”

Together, let’s take his insight a step further and look at:

• How to establish trust through reliability 

• How to collect, prioritize, and implement customer-driven ideas

• How to differentiate through solution-oriented decisions

How to Establish Trust Through Reliability 

Establishing trust through reliability starts with a simple but powerful principle: do what you say you’ll do. When clients know they can depend on you to deliver on promises, they feel secure in the partnership. Grow this trust by:

• Having consistent response times

• Showing up to on-site visits on time

• Meeting service level agreements (SLAs)

• Communicating proactively

• Following up to ensure nothing has slipped through the cracks

Over time, these habits will create a track record of dependability that will speak louder than any marketing claim. 

For example, consider an MSP that promises to respond to all tickets within one hour. After a sudden server outage at a client site, imagine they not only meet that one-hour window but also interact with those affected calmly and with sympathy, and provide updates as frequently as possible, so the client knows what’s happening. Conclude that scenario with follow-up over the next few days, and that MSP has proven to their client they’ll always be well taken care of. 

How to Collect, Prioritize, and Implement Customer-Driven Ideas

Collecting, prioritizing, and implementing customer-driven ideas starts with creating regular opportunities for feedback. Doing this alone will make your business stand apart. According to Microsoft Dynamics 365’s Global State of Customer Service report, 95% of Americans surveyed said organizations should give them the opportunity to provide feedback, yet only 10% report “almost always” being asked. 

This can look like:

• Sending surveys to gather input on pain points and desired improvements

• Setting aside time during quarterly business reviews (QBRs) for clients to share their thoughts openly

• Creating a committee of customers to share feedback on a routine basis 

• Asking thoughtful questions and actively listening when clients explain the nuances of their unique business, not just the technical challenges they face

The best ideas often come from understanding the full picture, including their operational goals (and strains!), customer experience needs, and long-term growth plans. Once collected, these ideas should be prioritized based on their potential impact and feasibility, then implemented in a transparent way so clients see their input put into action. 

For example, at the end of last year, Helpt launched HelptFlow, our middle-tier offering that enables Tier 1 issue resolution, while remaining outside our clients’ environments–largely for security purposes. After six months, our team found some clients wanted deeper integrations, specifically for their PSA and remote access tool. Thus, HelptFlow+ and HelptFlow Build were created! When you listen to your customers, are responsive to their feedback, and allow it to drive your product innovation, you’ll successfully drive expansion while simultaneously strengthening retention. That’s why HelptFlow has become our most popular offering, despite being the newest.

How to Differentiate Through Solution-Oriented Decisions

Differentiating through solution-oriented decisions can begin before a client even signs on. By keeping your finger on the pulse of industries that are struggling to modernize, you can spot potential prospects who may not yet realize how much they could benefit from the services you provide.

Once they become customers, pay close attention to recurring challenges. Whether it’s a reoccurring technical issue or complaint during meetings, take it as a signal to address them at a deeper, strategic level. From there, brainstorm solutions with their specific goals and long-term outcomes in mind, rather than focusing on what makes most sense for your business. Ultimately, clients look to you for expertise and guidance, and need to know you have their best interest in mind. This is your opportunity to stand out: that same Microsoft report found that over half (53%) of Americans surveyed believed “most brands take action on [customer] feedback.”

For example, you might notice several healthcare prospects are still relying on manual patient scheduling. After winning their business, you see ongoing bottlenecks in appointment coordination, so you design and implement an automated scheduling system that reduces no-shows and frees staff for higher-value work. Doing so will position you as both a problem-solver and a growth partner.

Every MSP can fix a broken printer or reset a password. But the MSP that wins loyalty is the one that solves the root problem, not just the symptom.

Where to Begin with MSP Differentiation

Reliability, listening, and problem-solving aren’t three separate initiatives. They’re an interconnected approach to service. Reliability earns you your role as a trusted advisor. Listening uncovers the solutions worth creating–whether that’s through business-wide products or client-specific projects. Problem-solving puts your words into action, and drives home your MSP’s differentiator.

So, where do you start?

1. Audit your reliability: Review SLAs, response times, and coverage gaps.

2. Invest in customer service training: For all client-facing employees, from Tier 1 techs to account managers.

3. Shift to root-cause problem-solving: Create internal processes to track and eliminate recurring issues.

4. Show your work: Tell clients not just what you fixed, but why it matters to their business and how it’ll be prevented in the future.

When you make these habits part of your daily operations, you won’t have to claim you’re different. Your clients will tell everyone for you.

Ready for a technical partner that can ensure consistent, reliable service? Put some time on our calendar and see what service level is best for you and your clients.

About the Author

Alyssa Reed

Content Writer 

After establishing her foundational skills as a content writer and marketing professional while working for small businesses and non-profits, Alyssa began working within the IT industry. Since then, she has specialized in crafting content for B2B marketing strategies for Managed Service Providers, as well as help desk and cybersecurity service providers. With a background in Journalism, she especially enjoys the social aspect that comes with being a writer. Whether it's interviewing a customer about a recent win for a case study or chatting with a coworker about their area of expertise for a slick sheet, it excites her that those stories can inspire action, add value, and increase trust.