# Msp Qbr > Use this skill whenever preparing, running, or following up a client business review: "QBR", "quarterly review", "business review", "account review", "prep for the [client] meeting", building a client scorecard, planning a client's technology roadmap or budget, or preparing the renewal and repricing conversation. Also trigger when someone asks how often to meet with clients or what to show them. Apply alongside msp-metrics (the numbers and the client health scorecard), msp-helpdesk (performance against targets), msp-pricing (any cost band shown to the client), msp-client-comms (the price letter and follow-up), msp-legal (waivers for declined recommendations), and msp-brand (anything the client sees). - Skill: `rtfm-it-services-llc/msp-qbr` (Agent Skill) - Install (CLI): `npx skillmds@latest add rtfm-it-services-llc/msp-qbr` - Raw SKILL.md: https://api.skillmd.com/api/skills/rtfm-it-services-llc/msp-qbr/raw - Safety review: pending - Works with: Claude Code, Claude.ai, OpenAI Codex - Category: Product & Planning - Author: RTFM-IT-Services-LLC (https://skillmd.com/u/rtfm-it-services-llc) - Updated: 2026-09-21 - Page: https://skillmd.com/skills/rtfm-it-services-llc/msp-qbr --- # {{COMPANY_NAME}} Quarterly Business Reviews This skill is the source of truth for how {{COMPANY_NAME}} runs recurring client business reviews. The QBR is the retention engine: it is the meeting that makes {{COMPANY_NAME}} a partner with a plan rather than a vendor who answers tickets. It is also the honest venue for the roadmap, the budget conversation, and repricing. Clients rarely leave a provider who shows up every quarter with their numbers, their risks, and a plan. The QBR is never a sales pitch. Recommendations get framed as risk and outcome in the client's own numbers, per the sales philosophy in msp-sales. Selling and serving are the same thing here or the meeting dies. **Defaults you must review:** the specific numbers in this skill are shipped example defaults from a working MSP. Review and replace them with your own before anything goes client-facing. --- ## Cadence (example default) - Quarterly for every managed client while the client count is small ships as the example default. The owner may flex the smallest accounts to twice a year as the count grows; until that decision is made, quarterly is the default. - The first review lands about 90 days after go-live, built on the roadmap seeded by the 30-day review in msp-onboarding. - 45 to 60 minutes, with the owner or decision-maker in the room. A QBR held only with a front-desk contact is a status call, not a QBR; reschedule rather than downgrade. --- ## Prep Checklist (about 45 minutes, the day before) Pull from your PSA (ticketing) system and the stack: - Ticket volume for the quarter, by category, and the top requesters - Response performance against the msp-helpdesk targets - Backup success rate and the monthly test-restore log (cadence per msp-maintenance) - Patch compliance and endpoint protection status - Security posture items: MFA coverage, open advisories, incidents this quarter - Project status: done, in flight, proposed - Horizon items: warranty expirations, OS end-of-life dates, license renewals, hardware age - Open recommendations, and any declined ones with their waiver status (msp-legal) - The client's health scorecard from msp-metrics (internal; informs tone, does not get shown) Then build the client-facing scorecard. ## The Scorecard One page. Green, yellow, or red across five rows, each with a plain-English sentence. | Area | What it answers for the owner | |---|---| | Backups | If the worst happened tomorrow, would your data come back? | | Security | Are the doors locked: sign-ins protected, machines protected, staff alert? | | Updates | Are your systems current, or is anything running unsupported? | | Hardware | What is aging out, and when will it need money? | | Support | How fast did we answer, and how much did your team need us? | Score honestly. A yellow that {{COMPANY_NAME}} flags itself builds more trust than a green that quietly should not be; the client eventually learns the truth either way, and only one version of that story has {{COMPANY_NAME}} as the one who said it first. ## Meeting Agenda 1. **Their business first (5 to 10 min).** What is changing: hiring, moving, new software, busy season. This is where scope changes surface early instead of as surprise tickets. 2. **Quarter in review (5 min).** The support numbers and what they mean. Keep it short; nobody hired {{COMPANY_NAME}} to admire ticket counts. 3. **Scorecard walk (10 min).** The five rows, plainly. 4. **Risks and recommendations (10 to 15 min).** For each: the risk in plain English, what fixing it looks like, a rough cost band from msp-pricing, and a clear recommendation. Never invent a precise number in the room; "roughly" plus a follow-up quote beats a guessed figure that becomes a promise. Declined security recommendations start the waiver conversation (msp-legal), gently: "I need us to write down that we suggested it and you passed, so we are both protected." 5. **Roadmap (10 min).** The next two to four quarters: refreshes, projects, budget shape. A budget the owner can plan around is one of the most valuable things {{COMPANY_NAME}} hands them all year. 6. **"What should we do better?" (5 min).** Ask it plainly, then be quiet and write down the answer. **Repricing lands here.** When a rate needs to change, the QBR is where it is said out loud, with the year's value on the table, followed by the formal letter per msp-client-comms and the notice mechanics per msp-legal. A price change that arrives cold in an inbox costs trust the QBR exists to build. --- ## Output and Follow-Up - **Client-facing:** the one-page scorecard, branded per msp-brand. For most clients a clean one-pager beats a slide deck. If a deck is warranted (larger client, board audience), 8 slides maximum, built with the pptx skill on msp-brand formatting. - **Follow-up within 2 business days:** a short email in msp-client-comms style listing decisions made, quotes to follow, and scheduled items. Decisions that live only in the meeting evaporate. - **Internal:** log decisions, declined recommendations, and scope observations in your PSA (ticketing) system. Feed scope drift and health observations to msp-metrics; the QBR is where the fire-or-fix data gets collected in person. ## Setup Decisions Values below are the shipped example defaults from a working MSP. Decide your own before this goes live. - **Cadence:** quarterly for every managed client ships as the example default. Decide your own cadence, and whether and when to flex smaller accounts to semi-annual. - **Scorecard areas:** the five areas below (Backups, Security, Updates, Hardware, Support) ship as the standing default set. The scorecard one-pager template ships in the kit at `templates/msp-qbr-scorecard-template.docx`; restyle it per msp-brand once your brand is set.