Re: "You need to listen to your users more" - Offsite Experts
Some years back, at a certain pharma in Kent, we had a "company" decide or was offered to tender & was determined to prove they could undercut the rate the current MSP's were being paid by one third to half, this was of concern to most of us due to working as part of the clients internal team with little or no interaction with our "management" as contractors (The MSP had one permy on site). More importantly were we going to be shown the door\suffer a rate cut.
It was obvious the way this prospective company's mindset was going:
New cheaper bodies, that we can switch, rotate & deploy them at will to other clients* as needed or not even have them on-site at all until required.
After about a week or two on site, in which time they learned that the requirement of full background checks, multiple various regulatory courses, individual site H&S & it's build process's courses before they even got to the site knowledge part** & realised that they couldn't just pull "Tom, Dick or Harry" from one client halfway around the M25 to go sort out "Izzy's latest issue in building 225" without all those pre-requisites in place & decided with a vast amount of egg on their formerly overconfident & glowing faces with brick-able smiles that they couldn't compete at all & if anything having to bring on a whole new team would actually them cost more than their projected profit was going to be.
*Funnily enough, this is the mindset of my current employer, that I can potentially just drop my "Onsite required presence for an outage" to go & do something 2 hours away for a different client, granted the idea is that it's for sporadic events, but goalposts do change.
**We had a new guy brought in & he spent three weeks on this before being pulled by the existing MSP for some reason (He wasn't happy at time he spent being wasted).