Pig Tossing is Hurting Your MSP and Clients
In many Managed Services Providers (MSPs), there’s a recurring issue that we can call “pig tossing.” Imagine tossing a large, complicated deliverable, project, or client transition to another department or team without proper planning or communication—like throwing a pig over a fence and expecting someone to catch it without injury to themselves or the pig. The outcome is predictable: a chaotic process that often leads to confusion, delays, and frustration for both your team and the client.
This problem typically arises during critical handoffs between departments, such as when a client transitions from the sales team to operations or when a project is passed from the implementation phase to ongoing support. When these transitions aren’t handled properly, it can erode the trust that clients place in your MSP, leading to dissatisfaction and potentially lost business.
Let’s dive into how this issue manifests, the damage it causes, and, most importantly, how to stop “pig tossing” from happening in your MSP by focusing on coordination, communication, and trust.
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What is Pig Tossing in an MSP?
Pig tossing happens when a large, complex deliverable—something that involves multiple teams working on different parts of the solution—gets handed off without the proper communication, planning, or process. It might be a new service that sales promised to a client but didn’t fully explain to operations, or a project that gets thrown to the support team without enough documentation.
The result? Confusion, inefficiency, and frustration for your team and the client. Imagine being on the receiving end of a task or client handoff with no context, no preparation, and no understanding of what was done before or what needs to happen next. The likelihood of dropping the ball—or the pig—is high.
The Consequences of Pig Tossing
When pig tossing occurs, it does more than just cause frustration—it can significantly harm your business:
Client trust erodes: Clients expect seamless service. When you fail to smoothly transition a project or client account, they start to lose faith in your company’s ability to deliver what was promised.
Internal inefficiencies: Teams waste time and energy trying to make sense of incomplete or unclear handoffs, leading to missed deadlines and reduced productivity.
Employee frustration: Receiving a handoff with no clear direction creates stress and confusion for employees, leading to lower morale and higher turnover.
Pig Tossing vs. Pig Catching: Gentle Handoffs with Communication and Planning
To stop pig tossing, MSPs need to shift to a “pig catching” mindset, where handoffs are carefully planned, communicated, and executed with precision. Here’s how you can integrate a structured approach to landing these large and complex deliverables smoothly.
1. Identify Potential Issues Early
The first step in avoiding pig tossing is to identify what parts of your processes are likely to create problems. Look for red flags, such as:
Ambiguous deliverables: Are there areas where deliverables are not clearly defined, making it hard for the receiving team to know what success looks like?
Unclear responsibilities: Are there multiple people or teams involved without a clear owner? If no one is accountable for a smooth handoff, the likelihood of pig tossing increases.
Poor documentation: Is the information being passed on comprehensive and detailed, or is it full of gaps that the receiving team will have to figure out?
By recognizing these potential issues early, you can put measures in place to mitigate them before they become larger problems.
2. Coordinate Clear Handoff Processes
Proper coordination is key to smooth transitions. This means setting clear, measurable baselines for what a successful handoff looks like, with processes in place for each stage of the transition. Steps to consider include:
Checklists for a good handoff: Define the minimum requirements for a handoff. For example, when a project moves from implementation to support, what specific documentation and training need to be in place? What KPIs should both teams agree on before the handoff is considered complete?
Roles and responsibilities: Establish who is responsible for each part of the handoff. Is it the project manager’s job to communicate the transition, or does the support team need to set up an onboarding call with the client? Everyone involved should know their role.
3. Communicate Consistently and Transparently
The root of many failed transitions is a lack of communication. Teams often assume that everyone has the information they need, but that’s rarely the case. To prevent this, set up consistent communication between all involved parties:
Set regular touchpoints: Ensure there are scheduled meetings or updates throughout the handoff process. These touchpoints should cover what has been done, what remains, and any challenges that need to be addressed.
Use proper channels: Ensure that the handoff isn’t happening through back-channel conversations or informal updates. Document everything in your PSA or project management system so that there’s a clear record of the transition.
Share with the client: Keeping the client informed helps set expectations and reinforces trust. Let them know who their point of contact will be after the transition and what they can expect going forward.
4. Follow Up and Review
Finally, don’t assume that the transition is over once the handoff has taken place. Follow up with both the internal team and the client to ensure that the process went smoothly. Areas to focus on:
Process review: Was the handoff successful? What worked, and what didn’t? This review should happen before the handoff is complete, so you can adjust if necessary.
Client feedback: Ask the client if they felt the transition met their expectations. Did the new team pick up where the previous team left off without issue? Their feedback can highlight any gaps that need to be addressed in the future.
Building Trust Through Coordination and Communication
At the heart of avoiding pig tossing is trust. Clients trust you to deliver what was promised, and teams trust each other to fulfill their roles in a coordinated, efficient manner. When transitions are handled smoothly, without anything falling through the cracks, it strengthens that trust—internally and externally.
This aligns with the broader theme of trust we’ve discussed in previous posts. From sales to operations, maintaining that trust is about standardizing your processes, communicating clearly, and ensuring that everyone—from the client to the internal teams—knows what to expect.
In an MSP, trust is built over time, through consistent delivery and seamless transitions. By putting a stop to pig tossing and replacing it with thoughtful, coordinated handoffs, you not only improve internal efficiency, but you also foster the kind of client relationships that lead to long-term success.
Conclusion: Have You Stopped Pig Tossing?
Take a moment to evaluate your current handoff processes. Are you tossing projects, transitions, or client accounts over the fence with little regard for how they land? Or are you carefully planning, coordinating, and communicating each step of the way?
By identifying potential problems early, establishing clear handoff processes, and fostering transparent communication, you can avoid the pitfalls of pig tossing. Instead, you’ll deliver seamless transitions that build trust, both internally and with your clients—ensuring your MSP stands out as a reliable, trustworthy partner.
Is your MSP struggling with handoffs, frustrating clients and impacting your NOI?
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