5 Ways MSPs Motivate Their Technicians with a Performance Improvement Plan (PIP)

A Performance Improvement Plan (PIP) isn’t just about correcting poor performance—it can also be a powerful motivational tool for MSP technicians. When structured correctly, a PIP helps techs identify growth opportunities, improve key skills, and advance their careers within the company. Here are five ways MSPs can use a PIP to drive motivation and success.

One of the biggest motivators for technicians is clarity—knowing exactly what is expected and how to achieve it. A well-structured PIP sets specific, measurable, achievable, relevant, and time-bound (SMART) goals to guide technicians toward success.

✅ Example: If a technician struggles with ticket resolution rates, a PIP might set a goal to increase closed tickets by 30% in 60 days while providing them with additional training and support.

A PIP should include growth-oriented elements, such as training and mentorship, rather than just focusing on fixing problems. Investing in a technician’s skill set increases engagement and job satisfaction while also improving performance.

✅ Example: If a tech struggles with complex troubleshooting, their PIP might include advanced training sessions or shadowing a senior engineer to develop their problem-solving skills.

Consistent feedback keeps technicians engaged and helps them see progress in real time. Instead of waiting until the end of the PIP period, MSPs should conduct weekly check-ins to discuss achievements, challenges, and adjustments.

✅ Example: A technician on a customer service PIP could receive weekly reviews of their customer interactions with feedback on tone, clarity, and response time. This ensures continuous improvement rather than a stressful evaluation at the end of the program.

Nothing motivates employees more than feeling valued and appreciated. MSPs can use incentives to encourage technicians to complete their PIP successfully. This could include monetary bonuses, extra PTO, gift cards, or public recognition.

✅ Example: A tech who meets or exceeds SLA targets for three consecutive months could receive a bonus or shoutout at a company meeting. Positive reinforcement fosters a culture of continuous improvement.

Technicians should see a PIP as a stepping stone to career advancement, not just a corrective measure. When techs understand that improving their skills can lead to promotions, leadership roles, or specialization in cybersecurity or cloud services, they’ll be more invested in their growth.

✅ Example: A technician who reduces escalated tickets by 40% in 60 days could be given the opportunity to train junior techs or take on more complex projects, helping them move up in the company.

 

MSPs that use PIPs effectively can transform underperformance into motivation. By focusing on clear goals, training, feedback, recognition, and career growth, MSPs not only improve technician performance but also boost morale, engagement, and retention.