What should a retiring MSP owner write down about each client’s quirks?
Write what only you know. For each client, record who really approves changes, who to avoid calling, what is unusual about their network, which promises were made in conversation, and what past problems still shape their trust. Put it in plain language that a stranger could follow on their first day, and keep it separate from the technical documentation.
Technical records tell a successor what is installed. Your notes should tell them what it is like to serve this client. Begin with people: who makes decisions, who only thinks they do, who prefers email and who wants a call, and whose requests need a second check.
Then record the odd corners. Which client runs an old system that nobody should touch on a Friday? Which one has a workaround you agreed to years ago and never wrote down? Which has a history with a previous provider that makes them nervous about change? These are the things that cause a bad first month if the new owner does not know them.
Add commitments. Note any informal promise, such as a discount, a standing favour or a response you give without being asked. Say whether the client expects it to continue. Your successor can then choose what to honour and what to discuss openly. Finally, mark where you are not sure. An honest gap is more useful than a confident guess. Review the notes with your successor in person if you can. Also decide where the notes will be stored and who may read them, since they hold frank views about clients. Keep them out of shared folders. Agree with your successor which items to share on day one and which to hold until trust has built.
Key takeaways
- Record people, preferences and who really decides, not only equipment.
- Write down informal promises and whether the client expects them to continue.
- Mark what you are unsure of rather than guessing.
Related reading
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Sources
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- 01Business Development Bank of CanadaGovernmentWhat is succession planning?
- 02Business Development Bank of CanadaGovernmentAdvice for succession planning - Articles and tools
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