4th Quarter Living: Clients and Pricing | MSP Unplugged

In part 2 of our 4th Quarter Living series, Paco Lebron, Rick Smith, and Nancy Henriquez get into the clients you keep and the prices you charge. After last week's inventory of the year, they talk about how to rank your book of business, why the client who pays you the most is not always your most profitable, and how to plan an annual increase without surprising people you signed mid-year.

Rick walks through his September ranking and October increase letters. Nancy goes a layer deeper than margin, values, and the clients who keep you up at night. Paco talks about firing an account that was hurting culture, and about writing the increase into the MSA from day one. They cover:

- How to rank clients by revenue and by the real cost to serve them
- Why values and "caller ID dread" matter as much as margin when you decide who stays
- How to handle annual increases, including clients you signed in the second half of the year
- Why pricing correctly at the start beats trying to catch up later
- How month-to-month, annual terms, and a 90-day onboarding window can protect both sides
- What to do when a client is bought in an acquisition, and why a longer notice period helps
- How to talk about an increase in person, including a dinner that sets the expectation
- Why growing the accounts you already have, and capping any one client at about 10% of revenue, matters more than obsessing over churn

Hosts: Paco Lebron, Rick Smith, Nancy Henriquez

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