When you’re a business owner, clients choosing to part ways or employees moving on for new opportunities are totally normal. But when someone says they want to leave, it can feel personal. You might be tempted to accept their decision but not dig into why they made it.
However, I believe that an open and honest conversation will not only make you feel more positive, but also serve as an opportunity for growth. So let’s explore how that works in practice.
Exit Interviews for MSP Growth
This is the one interview MSPs never do, but I think they really should. Exit interviews really do matter, and they’re a vital feedback loop for your business. If you do them right.
When a team member leaves your Managed Service Provider (MSP) business —do you just wish them well and move on?
Or do you sit down and ask, “What could we have done better?”
Most IT business owners skip exit interviews. It feels awkward. Or pointless. Or like something only HR departments in big corporates bother with.
Why an Exit Interview is a Goldmine of Insights
Here’s what I’ve learned from those who do take the time to do staff exit interviews:
- You uncover blind spots. Departing staff are often more honest than current ones. They’ll tell you what’s not working—if you let them.
- You learn how your culture really feels. Is it flexible? Micromanaged? Supportive? Toxic? Their parting view is a mirror.
- You create advocates, not enemies. Even if someone’s moving on, taking the time to listen means they’re more likely to speak well of your MSP later on.
It’s not about blame. It’s about growth. I first learned about the power of exit interviews from a peer group years ago. It’s one of those small things with a huge ROI.
The Surprising Growth Benefits of Client Exit Interviews
When a client moves on, most MSPs chalk it up to “budget,” “internal changes,” or just bad fit.
But if you ask (the right way), those soon-to-be ex-clients will often tell you exactly what went wrong. And it’s rarely about price.
Why bother, you ask?
- You’ll spot blind spots. Things your current clients might also be frustrated about—but aren’t telling you.
- You might win them back. Some leavers just want to be heard. A genuine conversation can turn things around.
- It shows leadership. Even if they don’t come back, they’ll remember how professionally you handled the exit. That builds long-term goodwill.
I was reminded of this powerful idea after a conversation with a very sharp MSP recently, who shared how they’d turned two “leavers” into returning clients. Proof that it works when you do it right!
Let me know if you’ve you ever done an employee or client exit interview. What did you discover?
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Richard Tubb is one of the best-known experts within the global IT Managed Service Provider (MSP) community. He launched and sold his own MSP business before creating a leading MSP media and consultancy practice. Richard helps IT business owner’s take back control by freeing up their time and building a business that can run without them. He’s the author of the book “The IT Business Owner’s Survival Guide” and writer of the award-winning blog www.tubblog.co.uk
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