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Handling Legacy Ad-Hoc Clients During Service Model Transition

Overview

To equip all Computerman team members with a clear, consistent approach for professionally handling support requests from former ad-hoc or domestic clients. This ensures alignment with our new business model and maintains integrity and professionalism in all client interactions.

Scope

This guide applies to all inbound communication, including phone calls, emails, and website enquiries, from clients who previously engaged Computerman for ad-hoc business support or residential/home IT services.

These interactions may involve emotional appeals or attempts to bypass our updated service structure. It’s critical that all staff remain professional, consistent, and process-driven in their response.

This isn’t personal — it’s a strategic business decision.

By adhering to this process, we ensure:

  • Alignment with our Managed Service Provider (MSP) model

  • Integrity in client communication

  • Fairness to existing clients under active Managed Service Agreements

  • A clear boundary that protects staff time and company resources

Department

Process

  • Identify – Confirm the client’s identity and check Autotask for an active Managed Service Agreement (MSA).

  • Inform – If no active MSA exists, inform the client that we no longer offer ad-hoc or residential services.

  • Redirect – If appropriate, guide them to our Trinity MSA or suggest they may need to engage an alternate provider.

  • Document – Log the interaction in Autotask (as a note or general ticket) for visibility.

  • Compete & Invoice – Thank the client for their past business and close the loop politely.

Phone Call Script

Scenario: Domestic or Ad-Hoc Business Client Calls for Help

“Thanks for calling Computerman, this is [Your Name]. How can I help you today?”

(Let them outline the issue to determine the scope of the job)

Just letting you know, Computerman has transitioned to a fully managed IT model. This means we no longer offer ad-hoc or residential support. to maintain the quality of service we’re known for, we’re now focused exclusively on our business clients under a Managed Service Agreement”

Optional Redirect (if suitable for business uplift - minimum 5 users):

If you’re looking for ongoing support, I’d be happy to send you information on how to book a call with Will to dicsuss if our Trinity Managed Service is the right fit for you. 

It’s a fixed-price model with proactive support designed for growing businesses.

Wrap-up:

We understand that this is a big change - we thank you again for being apart of Computermans journey this far. If anything changes and you’re interested in a Managed Service, feel free to reach out.

 

 

Guiding Principle

We cannot provide support if they’re not under an active Managed Service Agreement 
(MSA).

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