We live in a world where almost everything can be automated. That’s great, until it gets in the way of something as basic as connecting with another human being.
Here’s a story that stuck with me.
A former coworker of mine was onboarding with a new company as an outside contractor and needed partial Microsoft 365 access. Not routine, but a straightforward request. The company asked their MSP to handle it.
That’s when things started dragging.
It took several business days for someone from the MSP to reach out. When they finally did, there were about ten emails back and forth trying to get the setup working. Eventually, they agreed to jump on a call.
But no calendar invite was ever sent.
So my friend forgot. When the tech called during another meeting, they had to reschedule. Again. That call didn’t solve it either, and the tech was about to head out on vacation. The request got passed to another engineer, who sent a new setup and… more back-and-forth.
Finally, they had to get the dispatcher involved, just to coordinate a time and send an actual invite.
This took over a week. Not because the issue was hard. But because booking a meeting was.
Scheduling shouldn’t be this hard
The real problem wasn’t the account setup. It was the scheduling mess around it.
No shared calendar availability, no real-time booking link, no reminders. Just emails, missed connections, and way too much manual effort.
And this is where customer experience really breaks down. Not in the technical work, but in the delays, confusion, and silence before the help ever happens.
What If It Had Been Easy to Book From the Start?
Let’s imagine a different version of this story.
The technician sends a scheduling link. The client sees their real availability, based on both Outlook and PSA calendars, picks a time and books it. Gets a calendar invite and a confirmation email. They meet up, and the problem is solved.
No phone tag. No guessing. No dispatch loop. No one left wondering what’s next.
One link could have saved hours of effort across three people, and made the entire process feel smooth and professional instead of frustrating and chaotic.
Experience Still Matters
This isn’t about calling anyone out. It’s just a reminder that even in 2025, the way you connect with clients still matters.
When something as basic as scheduling a meeting becomes complicated, it sends a message, whether you mean it to or not.
And that message is: “We’re not that organized.”
Final Thought…
You can have the best tech team in the world. But if your clients can’t easily book time with them, they’ll never see it.
Experience starts with that first interaction, and sometimes that’s inviting them to book 1:1 time with you.
