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  • Writer's pictureErika Chestnut

From Service to Partnership: Transforming Teams into Strategic Assets

Let's face it, today's tech market has been challenging...and that's been on it's better days. Whether you're seeking a new job or scouting for clients, the market is saturated with people and companies vying for the top position.

Setting yourself apart becomes even more crucial, because falling short means getting left behind. And before you come for me, I'm not advocating for hustle culture. The culture that says you have to work 24/7 or constantly be in aggressive learning more. Instead, I'm advocating for showing up with passion — where the passion for what you do and deliver is evident in your speech, engagement, and delivery.

For individuals in the job market I think this is naturally understood and even talked about. But do service providers recognize this need for growth? Do they understand that having a team show up passionately about what they do sets them a part as experts and fills much needed gaps that their clients may or may not know about.

Transitioning from being mere suppliers to becoming indispensable strategic partners is essential. This transformation hinges on effective communication, the bedrock of robust client relationships and trusted advisory roles. To elevate your team and reinforce your strategic value, consider implementing the following refined strategies:

Get Out In Front: Train your team to not only address current client needs but to elevate potential challenges and propose solutions proactively. By bringing innovative solutions to the table before the client asks or even knows, shows your team demonstrates foresight and initiative, key traits of strategic partners. As a managed service provider you have an even more strategic advantage being that you have assets on the ground level when it comes to customer's pain points, trends, needs, and direction. Utilizing this insider knowledge coupled with the standard proactive solution is what sets your service aside and provides a true white glove service that helps increase client retention and expansion.

Move from Check-in to Thought Partner Sessions: This goes beyond the status quo of being ticket takers and KPI monitors. Traditionally an embedded team member will fulfill their role and that's where the service stops. When you cultivate a culture of quality in the managed testing services company and within the deployed team member it elevates communication practices and allows room for things like establishing regular and structured feedback sessions with clients to discuss what is working and what can be improved. This practice should be more than routine check-ins; it should be a strategic tool elevate opportunities for the client to mature and scale quality based on your insider knowledge and expertise. Note: This only happens when the embedded team members see themselves as part of the solution and not just a ticket taker. When they are bought into and empowered by the the vision and mission of the managed services company.

Effective communication is not just about clarity in the moment; it involves understanding client needs and intentionally elevating them to drive greater success for your client. By engaging thoughtfully and probing deeply, you can discover key insights and demonstrate your dedication to addressing client challenges (even the ones in their blind spots) comprehensively.

Enhancing communication skills can profoundly transform your team's perception. As adept communicators, your team members can establish stronger relationships, become trusted advisors, and catalyze significant changes. At The Leaders' QA, we are committed to empowering teams to harness the power of effective communication, ensuring they become strategic partners indispensable to their clients.


At The Leaders' QA, we help managed services teams enhance their communication skills, helping them to become indispensable partners. Our workshops focus on active listening, posing powerful questions, and building trust—crucial for developing authentic connections.

Additionally, our program offers leadership and influence sessions that prepare team members to handle complex scenarios and articulate their ideas compellingly, positioning them as strategic advisors within their organizations.

Want to learn more? Get in touch today at

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