Choosing the right Managed Service Provider (MSP) is not just about pricing, services, or response times. It’s about finding a provider whose approach—"the way" they operate—aligns with your business needs and expectations. Every MSP has a unique philosophy and structure for delivering IT services, and this difference can greatly impact your experience.

If you enjoy how your MSP operates, every interaction reinforces what you value. If you don’t, you’ll continuously encounter friction. Understanding "the way" an MSP does things can help you make an informed decision and ensure long-term satisfaction.

The Importance of "The Way"

In a colleague’s office, I once saw a massive spreadsheet printed and hung from floor to ceiling, covering several feet of wall space. When I asked about it, he explained that it contained all of their standards and best practices—likely over a thousand individual points. This level of detail demonstrated their commitment to a structured, repeatable approach to IT services.

Standards can be rigid and exhaustive or flexible and principle-driven. The key question is whether you appreciate the impact that an MSP’s way has on the service you receive. The right MSP for you will have a way that aligns with your expectations and needs.

To illustrate this, I often reference a story from Michael Gerber’s The E-Myth about a barbershop experience. The first visit was outstanding—the barber followed a clear process, used the best tools, and provided an unparalleled experience. However, with each return visit, the experience changed: different tools, a different process, even varying levels of service. While the results were never bad, they were inconsistent, making it difficult to know what to expect.

This same principle applies to MSPs. A well-defined approach ensures consistency, efficiency, and predictable outcomes, while a lack of structure leads to an unpredictable experience.

Three Key Takeaways When Evaluating an MSP

1. If They Don’t Have a Way

Without a clear methodology, an MSP’s service can be inconsistent. Some interactions may be great, while others might be frustrating. The variability in time, quality, and pricing can create uncertainty, leaving you unsure of what to expect. If you find yourself preferring specific staff members over others, this is often a sign that the MSP lacks a standardized way of delivering service. Their ability to implement best practices may also be compromised as they try to accommodate differing client needs without a unified structure.

2. If They Have a Way

When an MSP has a structured approach, the question becomes: Do you like their way? If so, trust their process. Let them use the tools, methods, and protocols they’ve refined to deliver optimal results. If their way doesn’t align with your expectations or needs, it may be better to find an MSP whose approach is a better fit.

3. You Still Have a Voice

Even within a structured approach, a good MSP allows for some level of customization and personalization. A great partnership involves open communication—ensuring your specific business requirements are met within the guardrails of their best practices. Engage with your MSP regularly, provide feedback, and ensure they understand your priorities. The right MSP will listen and adapt where possible while maintaining the integrity of their approach.

Conclusion

Selecting an MSP isn’t just about finding a service provider—it’s about choosing a partner whose way of working aligns with your business. Whether an MSP has a strict set of standards or a more flexible approach, the key is to find one that complements your needs and ensures a consistent experience.

A structured way of working brings predictability, efficiency, and improved service quality. On the other hand, a lack of structure can lead to inconsistency and frustration. By evaluating how an MSP operates and whether it matches your expectations, you can make an informed decision that supports your long-term success.

In the end, the best MSP isn’t just the one with the most services—it’s the one whose way of doing things enhances your business and keeps your IT running smoothly.