The best MSPs stand out by giving upfront, impartial advice to their managed IT service customers. Even when it’s difficult or unpopular, so decisions are made on facts rather than convenience.
In a crowded market, technical skill alone isn’t enough. Trust grows when your provider is transparent about what’s possible, what isn’t, and what’s genuinely in your best interest as the customer.
As Lee Shephard from Chorus says:
, Senior Technical ConsultantWe’re straight talkers. Our advice is as impartial as it can be… customers respond to that. They know you’re being genuine.
A sign of a good partner is one that is willing to deliver news that a client might not want to hear – whether that’s about the risks of legacy systems, the need for investment in security, or the limitations of a particular approach.
As Joe Cato, 3rd Line Principal Engineer, notes:
, 3rd Line Principal EngineerWe tailor to the needs of the customer, but we’re also advisors and we know what we’re talking about. We’re open and honest and this sometimes means we have to recommend against a client’s preferred path if it’s not in their best interest. This isn’t always easy, but we know they’ll usually thank us in the long run.
Transparent advice makes risks, trade‑offs and benefits explicit early, which prevents problems and costly impacts further down the line. When managing IT and security, what seems harder in the short term will often prove much easier and more effective long term.
A practical example is when long before MFA (multi‑factor authentication) became standard, Chorus encouraged clients to adopt it, which was met with user pushback – making customers reluctant to implement it. 6 years later, MFA is now considered crucial and non-negotiable for all organisations due to its effectiveness.
However, as threats have evolved to bypass some MFA methods, we’ve moved the conversation to phishing‑resistant MFA and passkeys (again prioritising what’s safest and most sustainable), even if it’s not initially proving easy to get stakeholder buy-in.
As Chris Lewin (Technical Consultant) says, the best MSPs recommend only what genuinely benefits the client, not what maximises licences or short‑term revenue.
In practice, that looks like:
, Technical ConsultantWe don’t try and sell customers things they’re not going to want. We’re suggesting these things because they genuinely will help you and improve your business.
When your MSP explains “why” in plain language, you can act faster, adopt changes with confidence and make more meaningful improvements.
At Chorus, we aim to support our clients through education, in addition to delivering services, helping them make informed decisions and stay ahead of industry changes.
“We’re particularly good at helping customers grasp new concepts and explaining the reasoning behind why we’re suggesting or doing something” says Chris.
, Business Development ManagerOur technical consultants will often jump on a call with a customer to explain the reasoning behind a recommendation. It’s amazing how quickly the customer sees the value in something once it’s been explained in real-world terms without the buzzwords and technical jargon that can often make IT unnecessarily complicated.
Partnerships work best when both sides commit to fixing root causes and making steady improvements with a shared vision of what “good IT” looks like.
Many prospects arrive with complex, insecure legacy environments. At Chorus, we’re upfront that great IT support requires addressing those underlying issues too.
As Ben Davies, Head of New Business put it plainly:“If there’s no appetite to modernise or remediate, we’ll usually say that “sorry, but maybe we’re not the best fit right now”. We find this honesty is better for both parties in the long run.”
Signs of proactive customers that will get more from a transformation-focused MSP:
, Head of New BusinessIf there’s no appetite to modernise or remediate, we’ll usually say that “sorry, but maybe we’re not the best fit right now”. We find this honesty is better for both parties in the long run.
Technology changes constantly. Transparent, people‑centred partnerships need to adapt with it to keep customers productive and secure.
“What fundamentally sets us apart is our people,” says Ben. “Success comes from transparency and honesty, working together in partnership and adapting to new developments.”
It’s not just what we know, but how we apply it with integrity, clarity and a focus always on what’s best for the customer.
Straight‑talking advice builds trust and leads to better, safer decisions.
As CEO Nicky Saner says:
, CEO at ChorusHonesty, integrity and straight‑talking advice ensure that our recommendations are always in the client’s best interest. ‘Champion the truth’ is more than just a value on our wall, it shapes everything we do.
Chorus is a Microsoft Solutions Partner and managed IT services provider based in Bristol, supporting organisations throughout the UK with Microsoft-focused IT services and cyber security services across Microsoft 365, Azure and many other Microsoft technologies.