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Kicking off at number five, we revisited Episode 34 with Nigel Moore, titled "Perfect MSP Pricing." This episode is a must-listen for anyone struggling with the intricacies of MSP pricing strategies. Nigel, the founder of The Tech Tribe, delves into the essentials of structuring your pricing to avoid the all-too-common bespoke deals that can stifle an MSP's growth. We discussed the continual evolution of pricing models and how establishing standard packages can significantly streamline your sales process and client onboarding.
The fourth spot is claimed by Episode 75 with Daniel Welling, discussing how to "Increase the Value of Your MSP." This show is crucial for MSPs considering their exit strategy or simply aiming to enhance their business valuation. Daniel's expertise in M&A shines through as we cover the importance of preparing your MSP for a potential sale from the ground up, emphasising long-term contracts and a robust operational structure to attract serious offers.
Next, at number three, is Episode 125 with my business partner Stuart Warwick, on "Picking Low Hanging Fruit." This episode focuses on the pivotal role of effective account management in not only maintaining but also expanding your client relationships. We outlined a five-step process to refine your account management strategy, ensuring that your business consistently nurtures and grows its existing client base, thereby boosting your profitability without the constant chase for new leads.
The runner-up in our countdown is Episode 182, titled "Help, I Need to Get Out of My Own Way," featuring a heartfelt discussion with Mark Stevens. This episode serves as a beacon for any MSP owner feeling overwhelmed or stuck in a rut. Markâs story is a testament to the power of perseverance and the importance of seeking support when needed. His experience highlights the transformative impact that stepping back and trusting a structured coaching process can have on both personal and business growth.
Finally, topping the chart at number one is Episode 86 with Richard Tubb, focused on "Mindset Magic." Richardâs insights into the MSP business mindset are invaluable. We explored how shifting from being a busybody to a strategic thinker can dramatically improve your business operations. His emphasis on routine over discipline and the necessity of removing ego to foster vulnerability within leadership were particularly eye-opening.
Each of these episodes of the ITE Podcast not only shared invaluable wisdom but also demonstrated different facets of managing and scaling an MSP effectively. Whether itâs refining your pricing strategy, preparing for an exit, enhancing client relationships, overcoming personal obstacles, or transforming your mindset, these episodes collectively provide a blueprint for MSP success.
If you've found these insights valuable, don't forget to check out the full episodes linked in our show notes. And as we gear up for the next 200 episodes of the ITE Podcast, we continue to invite all tech leaders and MSP enthusiasts to join us in sharing, learning, and growing together. Remember, if you've got a story to tell or an insight to share, drop me a message at [email protected] or connect on LinkedIn. Let's keep pushing the boundaries and making change happen within the MSP space.
Hereâs to making impactful changes in your MSP and scaling new heights. Don't forget to leave us a review on iTunes or Spotify.
Donât forget to drop your question HERE to be part of the IT Experts Podcast AND win a ÂŁ200 Amazon voucher.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!âŻâŻ
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Neil Smith explains how his journey into the cyber advisor space has not only strengthened his business by enhancing his credibility but also provided new revenue opportunities. He explains that the cyber advisor role is not just about securing clients but about positioning yourself as a trusted authority in the field of cybersecurity. With cybersecurity becoming more complex, Neil highlights the importance of MSPs adopting the Cyber Essentials and Cyber Essentials Plus certifications as a minimum standard. According to Neil, these certifications, which are significant milestones, are achievable and can set an MSP apart from the competition.
A key takeaway from our conversation is the opportunity that the cyber advisor role presents in a rapidly evolving regulatory landscape. Neil points out that the UK government has been moving towards regulating MSPs, particularly in terms of cybersecurity. While the regulatory changes may still be a few years away, Neil wisely suggests that proactive MSPs should get ahead of the curve by becoming cyber advisors now. By doing so, MSPs can not only comply with future regulations but also monetise the process through gap analysis services and further consulting.
Neil Smith shares that Reform IT chose to go down the IASME route for their Cyber Essentials Plus and Cyber Assurance certifications. This route was more cost-effective and provided the same level of credibility as the more expensive ISO 27001 certification. Neil explains that becoming a cyber advisor involves not just the certification of the business but also the training and accreditation of an individual within the organisation. This dual approach ensures that the business is fully prepared to deliver the cyber advisor service to clients.
One of the key benefits of becoming a cyber advisor, as Neil explains, is the ability to add substantial credibility to your MSP. With the official NCSC Cyber Advisor logo on your website and marketing materials, you can demonstrate to potential clients that you take cybersecurity seriously. Neil notes that this level of recognition can be a game-changer, particularly as more clients start to look for MSPs who can prove their commitment to cybersecurity.
Throughout the episode, Neil and I discuss the tangible benefits of being a cyber advisor, including the opportunity to stand out in a crowded market. Neil shares that, as of August 2024, there are only 82 organisations listed as cyber advisors in the UK. With approximately 15,000 MSPs across the country, this presents a significant opportunity for early adopters to differentiate themselves and capture market share.
In closing, Neil Smith offers practical advice for MSPs considering the cyber advisor route. He suggests leveraging the certification to educate existing and potential clients about the importance of cybersecurity. This, he believes, can lead to further business opportunities, as clients often require additional services once their cybersecurity gaps have been identified.
You can reach out to Neil Smith by sending him an email at [email protected]
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!âŻâŻ
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One of the key takeaways from our conversation is the importance of understanding whether bidding is right for your MSP. Louise Howson made it clear that bidding isn't just for the big players. Smaller MSPs can absolutely take part and succeed in this process, provided they approach it with the right mindset and preparation. She emphasized that while bidding can seem risky and time-consuming, there are plenty of opportunities in both the public and private sectors that are more accessible and less intimidating than you might think. The trick is to recognise when a tender is worth pursuing and when it might just be a time-wasting exercise.
Louise shared some fantastic advice on how to determine if a bid is genuine or simply a fishing expedition. If a proposal seems to come out of the blue with tight deadlines, itâs important to trust your instincts. If the requirements arenât fully fleshed out or the request seems vague, it might be a red flag that the client is either unsure of what they want or just looking to compare prices. Louise advised that you should always weigh up the potential return on investment before committing significant time and resources to a bid.
We also discussed the practicalities of bid writing. Louise Howson is a big advocate for building a bid libraryâa collection of pre-prepared answers and documents that you can tailor to specific bids. This not only saves time but also ensures consistency and quality across your submissions. She highlighted the importance of clearly documenting your services and understanding how they help your customers. It's not just about what you do, but how it benefits the client. This is a drum we often beat here at IT Expertsâknowing your value proposition inside out is key to success, whether youâre marketing your services or bidding for new business.
Louise also touched on the importance of preparation. She likened the bidding process to a project, where planning is everything. From checking the timelines and ensuring you have the right team in place, to thoroughly reading and understanding the questions and the scoring matrixâthese steps are crucial. One of her top tips is to leave enough time for someone else to review your bid. Fresh eyes can catch mistakes and ensure that your responses are clear and aligned with the clientâs needs.
And for those wondering about the role of AI in bid writing, Louise Howson advises some caution. While AI tools like ChatGPT can be helpful in overcoming writerâs block or providing a framework for your answers, they shouldnât be relied on entirely. A human touch is essential to ensure that your bid is tailored and genuinely answers the clientâs questions. Over-reliance on AI can lead to generic, fluff-filled responses that wonât stand out in a competitive tendering process.
So, if you're an MSP considering getting into the world of bidding or looking to improve your success rate, this episode is packed with practical advice. From qualifying opportunities to preparing your bid and avoiding common pitfalls, Louiseâs insights can help you navigate the process with confidence. Remember, even if you don't win a bid, the experience and feedback can be invaluable for future opportunities.
If you need help with your bidding strategy, you can connect with Louise Howson on LinkedIn here or through her website HERE.
Want to be part of the IT Experts Podcast AND win a ÂŁ200 Amazon voucher? Drop your question HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people, and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!âŻâŻ
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In this episode, we learn how being a member of The MSP Growth Hub helped influence the transformation Simonâs business. Simon shares how revamping his business model, making strategic hires and implementing robust systems allowed him to step back without sacrificing service quality or business growth. His story is a testament to the power of strategic planning and the right support, proving that MSPs can indeed flourish financially whilst achieving a better work-life balance.
Simonâs journey with The MSP Growth Hub began in 2019. At that point, his business, which had been operating for over two decades, was feeling the strain of a classic owner-operated modelâintense, hands-on, and leaving little room for personal time or strategic development. Cipher IT was a typical lifestyle business until embracing the structured support at the Growth Hub, which helped propel it into the realm of a 7-figure MSP. Simon credits the Growth Hub with providing the insights and accountability needed to pivot from daily operations to a more strategic role.
A pivotal element of Simonâs success was adopting the "Owner Not Needed" philosophy, which is central to our teachings at the MSP Growth Hub. This approach focuses on building a business that works for you, rather than you for it. For Simon, this meant restructuring his team, delegating technical tasks, and stepping into a more visionary role, focusing on sales and future growth while trusting his team with the operational reins.
Throughout the episode, Simon discusses the specific strategies and changes that facilitated his shift to a four-day work week without compromising business performance or client satisfaction. His ability to maintain a 7-figure MSP while enhancing his quality of life is inspiring. It highlights the effectiveness of having a reliable team, understanding your business metrics, and having a steady flow of leadsâall ingredients for a successful MSP.
Listeners will gain insights into how structured off-grid times, strategic team meetings, and clear delegation can transform an MSP from a demanding day-to-day grind to a more balanced and profitable business. Simonâs story is packed with practical tips for MSP owners who aspire to scale their operations while also reclaiming their timeâmaking this episode a must-listen for ambitious entrepreneurs.
Simonâs journey from hands-on technical work to strategic management showcases the growth potential within the MSP sector when driven by informed leadership and robust support systems like those provided by the MSP Growth Hub. His success story not only motivates but also serves as a blueprint for other MSP owners aiming to scale their businesses to 7-figure revenues without sacrificing their personal lives.
For those looking to replicate Simonâs success, the key takeaway is the importance of aligning team roles with business goals, focusing on strategic delegation, and making time to work on the business rather than just in it. Simonâs transformation into a 7-figure MSP leader who enjoys a four-day work week is not just aspirational but achievable with the right guidance and mindset.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!âŻâŻ
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During one of our recent two-day intensive sessions, Julie shared some statistics about MSP leaders and their lack of regular one-to-ones with their teams. Shockingly, only about 50% of those in the room admitted to conducting regular one-to-one meetings with their team members. This means that half of them are missing out on a golden opportunity to build trust, enhance performance, and foster a culture of accountability and autonomy.
Julie Hutchison emphasised the importance of these conversations, highlighting that as your business grows, so does your need to rely on your team. You can't do everything yourself, and the key to scaling successfully is to build a team that is not only capable but also confident and collaborative. By conducting regular one-to-ones, you create a space where team members feel heard and valued, which in turn encourages them to take ownership of their roles.
A key takeaway from our conversation is the idea of being "interested, not interesting." Julie pointed out that many leaders avoid conversations with their team because they feel they don't know what to say or fear conflict. But the beauty of these meetings is that they're not about delivering grand speeches or only addressing issues; they're about listening. Julie Hutchison advises approaching these conversations with genuine curiosity about what your team members have to say. Ask them about their goals, what they're working on, and how they feel about their progress. It's about building trust by showing that you care about their input and development.
One of the key points Julie made was that regular one-to-ones should not be seen as formal, intimidating events. Instead, they can be casual conversations, whether in the office, over coffee, or even during a car ride. The important thing is to create opportunities for dialogue, where team members can express their thoughts and ideas freely. This approach not only takes the pressure off both parties but also encourages a culture of open communication and continuous improvement.
Another gem from Julie Hutchison was her advice on the "coaching style" of conducting one-to-ones. This involves using a framework like the GROW model, which encourages team members to reflect on their goals, assess their current situation, explore options, and commit to action steps. By guiding them through this process, you're not just telling them what to do; you're helping them develop problem-solving skills and a sense of responsibility for their own growth.
It's important to remember that these conversations are not just about addressing problems. They're also about recognising achievements, sharing updates on company goals, and aligning everyone with the business vision. When team members understand the bigger picture and see how their work contributes to it, they become more engaged and motivated to succeed.
Julie Hutchison's insights highlight the transformative power of communication in building a high-performing team. By making regular one-to-ones a priority, you're investing in your team's development and, ultimately, the success of your business. So, if you're an MSP leader who's been avoiding these conversations, take that first step today. Book that initial meeting, keep it informal, and focus on listening and learning from your team. As Julie wisely said, be interested, not interesting. This simple shift in mindset can lead to a more empowered, engaged, and effective team.
Remember, building a business that works for you starts with creating a team that can thrive without you constantly steering the ship.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!
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Seamus Lennon, VP of Operations at ThreatLocker, joins us to debunk common security myths and reduce the anxiety many MSPs feel about their security measures. Based in Dublin, with their headquarters in Florida, ThreatLocker has been at the forefront of zero trust endpoint security solutions for over eight years. With a rapidly growing team and an impressive client base of over 50,000 businesses that they work with, ThreatLocker is a significant player in the cybersecurity industry.
The current threat landscape is evolving rapidly, with a 48% increase in ransomware attacks (Q1 2024 alone) since last year. Modern ransomware attacks now often involve data exfiltration, making them even more damaging. This shift means that MSPs need to focus not only on preventing downtime but also on protecting their clients' data from being stolen. MSPs must be vigilant as attackers are using legitimate software tools like PowerShell and 7-Zip to carry out malicious activities, therefore bypassing traditional antivirus measures.
One of the key takeaways from our conversation is the importance of a layered security approach. Seamus emphasizes that relying solely on traditional security measures like antivirus software is no longer sufficient. MSPs should start by reviewing their security layers and ensuring they have comprehensive coverage that includes endpoint protection, application allowlisting, and elevation control to manage administrative privileges. These layers work together to block threats and restrict unnecessary access, significantly reducing the risk of breaches.
When considering what cybersecurity products and solutions MSPs really need, Seamus recommends focusing on tools that provide real-time monitoring and response capabilities. ThreatLocker stands out by offering continuous support and education for their clients. Each client is assigned a dedicated Solution Engineer who helps implement the security solutions to their fullest potential. This ongoing partnership ensures that the security measures remain effective and up-to-date, reducing the risk of vulnerabilities due to incomplete implementations.
Implementing and maintaining a robust security stack can be daunting, especially for MSPs juggling multiple responsibilities. ThreatLockerâs 24/7 monitoring service detects and flags suspicious activities in real-time, providing MSPs with immediate notifications and support. This proactive approach helps MSPs stay ahead of potential breaches and ensures a swift response to any incidents, further reducing security anxiety.
Knowing that their security stack is working effectively is crucial for MSPs to sleep better at night and eradicate worry. ThreatLockerâs application allowlisting and elevation control features are designed to block threats by allowing only trusted applications to run and restricting unnecessary administrative privileges. Additionally, their geo-restriction feature limits access to the system based on geographic locations, ensuring that only authorised personnel can access the security settings.
The impact of getting security wrong can be devastating. Without proper protection, businesses can suffer significant data breaches, financial losses, and reputational damage. Seamus shared an example of a client who experienced repeated ransomware attacks, highlighting the importance of comprehensive security measures and ongoing vigilance.
For MSPs looking to leverage ThreatLocker as a sales tool, Seamus suggests focusing on the business benefits of enhanced security. By demonstrating how ThreatLockerâs solutions can protect clients from data breaches and ransomware attacks, MSPs can build trust and highlight the value of their services. This approach not only helps in acquiring new clients but also strengthens relationships with existing ones.
In conclusion, the episode with Seamus Lennon from ThreatLocker provides a wealth of information for MSPs looking to eliminate security anxiety. By adopting a layered security approach, leveraging ThreatLockerâs continuous support and monitoring services, and educating clients on the importance of robust security measures, MSPs can significantly enhance their security posture. As cyber threats continue to evolve, staying informed and proactive is crucial. ThreatLocker offers the tools and expertise needed to navigate this complex landscape, ensuring that MSPs can focus on growing their businesses without constantly worrying about security breaches.
If you want to follow up with Seamus directly, then you can find him HERE on LinkedIn
or to get a FREE demo of the system to see if it's the right product for you, then click HERE.Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!âŻâŻ
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Stuart started by setting the scene with a fundamental truth: time is our only finite resource. Whether you're scaling your MSP to that first ÂŁ1,000,000 milestone or pushing towards the ÂŁ5,000,000 mark, the effective management of your time can be a game-changer. Stuart reminded us that the key to making a significant impact is to be intentional with our time. Without deliberate planning, itâs easy to get stuck in a cycle where every day feels like Groundhog Day â a bit better or worse, but fundamentally the same, with little progress towards your long-term goals.
One of the major takeaways from our discussion was the concept of being deliberate about planning. Stuart emphasised the importance of starting with a big-picture view â planning for the year, then breaking it down into quarters, months, weeks, and finally, days. This backward planning ensures that each dayâs activities align with your larger goals. Itâs about chunking down those big annual plans into manageable daily tasks.
Stuart highlighted the need for a "default diary" â a pre-planned schedule that prioritises both personal and professional commitments. He suggested starting with your non-negotiables, like holidays and key meetings, and then fitting in your work around these fixed points. By doing so, you ensure that critical personal time is protected, and you can better allocate your remaining hours to productive activities. This practice not only helps in maintaining a work-life balance but also ensures that your professional time is used effectively.
The conversation also touched on the importance of carving out specific times for different types of work. Stuart suggested dividing your week into blocks dedicated to directional activities, thinking and strategy, and routine admin tasks. By setting aside focused time for high-impact projects, you can make significant progress without getting bogged down by daily operational distractions. This approach is particularly beneficial for MSP owners transitioning from doing everything themselves to managing and eventually directing their teams.
A recurring theme in our chat was the need to reduce interruptions and maintain focus. Stuart provided practical tips, such as working from home or a different location to avoid office distractions. If working remotely isnât an option, he recommended setting clear boundaries in the office. For instance, using visual cues like a closed door to signal youâre not to be disturbed can be very effective. Training your team to respect these signals and scheduling regular times when youâre available for questions can help in managing interruptions without losing control of your schedule.
Stuart and I also discussed the psychological impact of small wins. By focusing on three key tasks each day, MSP owners can create a sense of accomplishment and momentum. These tasks should be significant enough to move the needle but not so overwhelming that they feel insurmountable. This strategy helps in breaking down larger projects into manageable pieces, making it easier to maintain focus and achieve consistent progress.
In conclusion, taking back control of your week involves a blend of strategic planning, disciplined execution, and the ability to set and maintain boundaries. Stuartâs insights are a reminder that with intentionality and deliberate action, MSP owners can transform how they manage their time and, as a result, their businesses.
Remember that making these changes won't happen overnight. Start small, build habits, and gradually reclaim your time.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!
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Ian begins by emphasising the importance of habits in maintaining consistent progress. He notes that while annual goals often lose their momentum as lifeâs demands take over, small daily habits can keep individuals aligned with their vision and help them stay on track.
Introducing the gap and the gain concept by Dan Sullivan, Ian explains that many people measure their progress by the gap between where they are and where they want to be, leading to frustration and disappointment. Instead, he suggests measuring the gainâlooking back at achievements to boost confidence and motivation.
Ian highlights the significance of being present both at home and in the workplace. Consistency in team interactions, valuing their time, and following through on commitments can have a profound impact. Simple habits like checking in on tasks, promptly actioning emails, and scheduling off-grid time can significantly enhance productivity and satisfaction.
He also discusses the importance of stepping out of comfort zones and into growth zones. This transition involves overcoming fear and learning new skills, leading to greater achievements. Breaking tasks into smaller, manageable chunks and focusing on immediate returns can help maintain momentum.
Ian shares a personal example of overcoming his aversion to reading. By starting with just a few minutes a day and gradually increasing the time, he managed to read an entire book during his holiday. This not only improved his sleep but also his knowledge and motivation. He encourages tracking habits, whether through a simple checklist or by using habit stacking techniques, to reinforce positive behaviours.
Drawing from the MSP Growth Hub intensive sessions, Ian notes the tremendous feedback from clients who implement these small but powerful habits. By maintaining momentum between sessions, clients achieve remarkable results. The structured approach supports continuous improvement and keeps individuals on their trajectory towards their goals.
Finally, Ian emphasises the importance of measuring performance and staying accountable. Consistently tracking and reporting progress accelerates performance. Forming great positive habits, living in the gain, and understanding that there are no losers, only learners, are key takeaways from this episode.
In conclusion, forming and maintaining positive habits can have a massive impact on life and business. By taking deliberate actions, surrounding oneself with supportive people, and continuously measuring progress, listeners can move from a state of overwhelm to one of significant achievement.
This episode is a motivational call to action, encouraging listeners to build great habits, stay deliberate, and keep moving forward.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!âŻ
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Being a workplace mediator and mediation trainer, Julie Hutchison brings us a wealth of experience. She has seen it all, from minor office spats to full-blown conflicts. Her insights into dealing with toxic employees are invaluable for anyone looking to maintain a harmonious and productive workplace.
We started by defining what we mean by toxic employees. According to Julie Hutchison, the term âtoxicâ might be a bit harsh, but itâs widely understood. Toxic employees are those who drain energy, sow discord, and generally make like difficult for their colleagues. They might be resistant to change, habitually negative, or outright confrontational. The impact of such behaviour can be devastating, affecting team morale, productivity, and ultimately, the profitability of the business.
Julie Hutchison emphasised the importance of addressing these issues head-on. Avoidance, she noted, only leads to more significant problems down the line. As leaders, it's our responsibility to tackle these situations with empathy and clarity. Julie advised using the BIN model â Behaviour, Impact, Need â as a framework for these tough conversations. This model helps to depersonalise the issue and focus on specific behaviours and their impacts, making it easier to articulate the need for change.
We discussed the importance of understanding the underlying causes of toxic behaviour. Julie Hutchison pointed out that these employees might be reacting to unmet needs or external stressors. By taking the time to listen and understand, leaders can often uncover the root of the problem and address it more effectively. This empathetic approach can help turn a negative situation into a positive one, fostering loyalty and engagement rather than resentment.
Julie Hutchison also highlighted the value of regular follow-ups. Once the initial conversation has taken place, itâs crucial to check in regularly to ensure progress is being made. This doesn't have to be a formal meeting every time â even a casual chat over coffee can be effective. The key is to maintain open lines of communication and provide ongoing support.
One of the standout moments in our discussion was Julieâs emphasis on self-awareness for leaders. Toxic employees can sometimes be a mirror, reflecting issues within the leadership or the broader organisational culture. By examining our actions and responses, we can often find ways to improve the environment and reduce the likelihood of such behaviours arising in the first place.
In summary, dealing with toxic employees is never easy, but it's an essential skill for any leader. Julie Hutchisonâs advice to approach these situations with empathy, clarity, and a structured framework like the BIN model can make a significant difference. By understanding the root causes of toxic behaviour and maintaining regular follow-ups, we can foster a more positive and productive workplace.
Remember, the goal is not just to eliminate toxic behaviour but to transform it. By investing time and effort into understanding and addressing these issues, we can turn a potentially negative situation into an opportunity for growth and improvement. If you ever find yourself facing a toxic employee, take a step back, breathe, and remember Julie Hutchison's insights from this episode.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!
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From the outset, Tracy emphasised the importance of strategy in driving the growth and success of an MSP. It's a term that often evokes yawns, but as Tracy pointed out, without a solid strategy, even the most technically proficient MSPs will struggle to grow. Tracy explained that many MSPs are founded by technically-minded individuals who may not have the broader business experience necessary to create a robust strategy. This lack of strategic planning often becomes a significant barrier to growth.
One of the key takeaways from our conversation was the critical role of culture within an organisation. Tracy stressed that culture is not just a management issue but something that needs to be embedded throughout the entire organisation. A strong culture, according to Tracy, is reflected in the behaviours and attitudes of the staff. It's about creating an environment where people want to be, where they go above and beyond because they feel valued and understood. This culture then translates into how clients perceive the business. Tracy highlighted that happy, engaged employees provide better service, which in turn leads to happier clients.
Tracy also shared some practical steps for MSPs to build and maintain a strong culture. She suggested regular strategy sessions with the entire team, at least annually, if not biannually. These sessions should be off-site to avoid daily distractions and should focus on what is working well, what needs improvement, and how the team can collectively achieve their goals. Tracy stressed the importance of active listening during these sessions â listening to understand, not just to respond. This approach fosters a sense of inclusion and ensures that every team member feels valued and heard.
We also touched on the importance of understanding customers. Tracy pointed out that many MSPs are so focused on acquiring new clients that they neglect their existing ones. Regular account management is crucial â knowing your clientsâ business needs, understanding their pain points, and building strong relationships can lead to more business opportunities and increased loyalty. Tracy shared a compelling story based on her past experience, where she took the lock off her IT departmentâs door to encourage openness and better service. This simple act significantly improved internal and external relationships, highlighting how small changes can have a big impact.
Another significant point Tracy made was about the difference between a business plan and a strategy. A business plan is often a static document created to satisfy banks or investors, whereas a strategy is a living, breathing part of the business. It involves everyone in the organisation and is continuously evolving. Tracyâs insights here were a real eye-opener, showing that a dynamic strategy aligned with the businessâs core mission and values is essential for long-term success.
As we wrapped up the episode, Tracy shared some golden nuggets on leadership and the importance of being genuinely interested in people. She noted that technology serves people, not the other way around, and understanding this can make a huge difference in how an MSP operates and grows. Tracy also highlighted the value of being involved in communities like CompTIA. CompTIA offers fantastic networking opportunities, peer-to-peer learning, and valuable research that can help MSPs stay ahead of the curve.
This episode with Tracy Pound is packed with valuable advice for any MSP looking to overcome common pitfalls and build a successful business. Tracyâs passion for helping businesses grow and her extensive experience in the industry shone through. If youâre not already involved with CompTIA, I highly recommend checking it out â the support and resources they offer are invaluable.
Connect with Tracy through her LinkedIn profile HERE.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!âŻâŻ
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We start by addressing the fundamental need for a structured approach to sales in the MSP sector. It's not about quick fixes or hoping for that golden unicorn prospect. Instead, itâs about implementing a consistent process and understanding that building meaningful relationships takes time. Weâve crafted a comprehensive "shoe leather sales plan" designed to get your MSP on track with clear, actionable steps.
First and foremost, set some realistic targets. Without clear goals, itâs impossible to measure success. For most MSPs, acquiring one new client a month can be transformative. By setting targets, you can break down the required steps to achieve those goals, like engaging in quality conversations and generating the necessary leads. Aim for 10 quality conversations to secure 4-5 leads, which should yield that one new client each month.
Next, identify your dream 50 clients. These are the ideal customers you want to work with. Focus your efforts on this list to avoid spreading yourself too thin. Make sure your LinkedIn profile is polished and targeted. Engage with these potential clients by sending connection requests, participating in relevant discussions, and offering valuable content. Remember, itâs about building trust and showcasing your expertise, not just making a sales pitch.
Attending events and networking is another crucial step. Whether itâs local business groups, Chamber of Commerce meetings, or industry-specific events, put yourself out there. Networking is all about building relationships and establishing your presence in the community. Donât just attend â be active. Offer to speak at events, host webinars, or run lunch-and-learn sessions. Providing valuable insights and educational content will position you as a thought leader in the MSP space.
Giving back to the community is essential. If you help others achieve their goals, you will naturally attract opportunities. Offer your expertise by contributing content, such as blogs, surveys, or white papers, to industry publications and groups. Create your own events and invite clients and prospects to join. Teaching others about cybersecurity or the latest tech trends not only showcases your knowledge but also builds goodwill and trust.
Consistency is key. This might sound tedious, but itâs where many MSPs falter. Use tools like LinkedInâs Social Selling Index to gauge your activity and effectiveness on the platform. Regularly post valuable content, engage with your network, and follow up diligently. The more active you are, the more visible you become, and the more opportunities you will attract. Track your efforts and continuously refine your approach to ensure you're making the most of your time and resources.
Finally, build a solid plan. Your plan should cover networking, stakeholder engagement, and content creation. Having a clear strategy will keep you focused and accountable. As you consistently execute your plan, you'll find your email inbox filling up with inquiries from potential clients who see you as a trusted advisor.
Implementing these steps will take effort, but the rewards are worth it. By setting clear targets, engaging with your ideal clients, attending events, giving back, staying consistent, and following a structured plan, youâll see a steady increase in sales for your MSP. Dive into this episode for a detailed breakdown of each step and start taking action today.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!âŻâŻ
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Gary Rayner, after 18 years in business and on the verge of reaching a seven-figure turnover, recognised the need to shift his approach to managing finances within his MSP. Initially, his in-house bookkeeper managed day-to-day invoicing and bookkeeping, a role that evolved from Gary himself to an ad-hoc helper, and finally, a dedicated in-house process. Despite his interest and involvement in finance, Gary realised that what got his MSP to its current level wouldnât be enough to propel it forward. The turning point came when his bookkeeper retired, and Gary temporarily resumed those duties, which highlighted areas where the business was not optimally billing or even missing billing entirely.
Gary's decision to bring in an interim CFO marked a pivotal moment in his MSPâs journey. This CFO, although not from the IT sector, brought a fresh perspective and a wealth of financial expertise. Gary wisely chose someone outside the IT industry to avoid inherited bad habits and gain unbiased insights. This move highlights the importance of surrounding yourself with people smarter than you in specific areas to drive business growth.
The CFO's role was not just to manage day-to-day financial tasks but to establish robust processes and provide strategic financial oversight. Gary and his CFO worked on integrating various tools and systems, such as PAX 8 and Autotask, ensuring seamless data synchronisation with their accounting software, Xero. By leveraging Excel for detailed financial analysis, they could compare data from different sources, ensuring accuracy in billing and financial reporting.
One of the significant changes Gary experienced was the shift in focus from just net profit to a broader range of financial metrics, including EBITDA, adjusted net profit, gross profit, and cost per customer acquisition. This comprehensive approach provided a more detailed understanding of the MSPs financial health, enabling better strategic decisions.
Gary's journey illustrates the importance of having a structured process and the willingness to revisit and reassess financial management practices. The introduction of a CFO allowed Gary to step back from the detail and focus on strategic growth areas. Even though the CFO's tenure was short-term, the impact was profound, leading to the implementation of efficient processes that the team could manage independently in the interim.
The transformation also involved adopting forecasting tools like Fathom, which provided valuable insights into potential future scenarios. This capability allowed Gary to plan for various outcomes, ensuring the business could navigate challenges and capitalise on opportunities with confidence.
Gary's story is a testament to the power of financial literacy and proactive management in scaling an MSP. His experience highlights that understanding and controlling financial metrics is crucial for any MSP aiming for sustainable growth. By taking the necessary step to bring in external expertise, Gary positioned his business for continued success and stability.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!âŻ
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Our conversation with Justin Neale was packed with useful tips and strategies to help improve customer experience and ultimately drive higher profits for MSPs. Justin, who has an extensive background in customer experience from his time at Airbus Group, now dedicates his expertise to helping smaller, more nimble companies, including MSPs, optimize their customer journeys.
We began by discussing why customer experience is more crucial than ever. Justin highlighted that while MSPs typically enjoy high customer retention rates, there is always room to improve and create even stronger bonds with clients. This is particularly vital in todayâs competitive landscape where exceptional customer service can set an MSP apart from the competition.
One of the key takeaways from our discussion was the concept of customer journey mapping. Justin emphasised the importance of understanding your ideal customer persona and designing processes around their needs. He suggested involving the entire team in this exercise to ensure everyone is on the same page and committed to delivering a seamless customer experience. By identifying and focusing on your ideal customers, MSPs can streamline their operations, resulting in happier clients and more engaged staff.
Another significant point was the importance of clear communication and proper handovers between different teams within an MSP. Justin used a relatable analogy of a bride being handed over to a stranger on her wedding night to illustrate how jarring poor handovers can be for clients. He recommended using tools like videos to introduce team members to clients, ensuring a smooth transition and maintaining the clientâs trust and confidence.
Justin also shared tips on measuring customer success. Rather than relying solely on traditional metrics like revenue and margins, he advised MSPs to focus on leading indicators that reflect the health of customer relationships. Regular business reviews with clients can provide deeper insights into their evolving needs and open up opportunities for additional services. This proactive approach not only strengthens client relationships but also positions the MSP as a trusted advisor, leading to higher client retention and increased revenue.
We also explored the concept of customer advocacy. Justin pointed out that loyal clients who are wowed by your service can become your best salespeople. Moreover, when clients advocate for your MSP, it strengthens their own commitment to your services, creating a mutually beneficial cycle.
Throughout our conversation, Justin Neale consistently highlighted the need for MSPs to focus on adding real value to their clientsâ businesses. This involves understanding their unique needs and challenges and delivering solutions that genuinely help them succeed. By doing so, MSPs can differentiate themselves in a crowded market, command higher prices, and build long-lasting client relationships.
Connect with Justin Neale on his LinkedIn HERE
Or you can also visit his website by clicking HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!âŻâŻ
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We begin by welcoming Rachel back to the podcast. She shares her experiences and the importance of self-care, emphasising how important it is for maintaining a balanced and productive life. Rachelâs consultancy, Zest Lifestyle, focuses on helping individuals and teams become healthier and happier, ultimately enhancing engagement and productivity at work.
One of the key takeaways from our conversation is understanding what stress really is. Rachel explains that stress is a natural reaction to events, serving as a protection mechanism. However, in todayâs fast-paced world, stress often becomes prolonged, leading to various health issues. We discuss the different types of stress signals, including physical, mental, emotional, and behavioural. Rachel highlights common physical symptoms like aches, digestive problems, and fatigue, while mental signs can include mood swings, irritability, and poor concentration. Emotional indicators might be feelings of loneliness and anxiety, and behavioural changes can manifest as increased consumption of alcohol or junk food, procrastination, and nervous habits.
Rachel emphasises the importance of recognising these stress signals in ourselves and others. For many of us, our stress threshold can vary, and itâs crucial to identify when we are approaching our limits. By understanding our own stress signals, we can take proactive steps to manage stress effectively. This involves addressing the five pillars of vitality: sleep, diet, physical activity, mental well-being, and taking time to pause and recharge.
We also discuss practical tips for managing stress. One effective strategy Rachel recommends is writing down a list of stressors and categorising them into things we can control or influence. This exercise helps in taking actionable steps to mitigate stress and brings a sense of control over the situation. Additionally, creating a healthy sleep environment, eating a balanced diet, and incorporating physical activity into our daily routine are essential practices.
Rachel shares her personal experiences with managing stress, including how she incorporates physical activity like swimming into her routine. She stresses the importance of movement, suggesting that even simple activities like walking can significantly reduce stress levels. Moreover, she highlights the value of a supportive work environment where employees feel comfortable discussing their stress and seeking help.
We touch on the impact of diet on stress, with Rachel advising on the benefits of consuming natural, unprocessed foods. She mentions that proteins, vegetables, and fruits can improve our overall well-being and help manage stress. We also discuss the role of hydration and the common misconception between hunger and thirst, encouraging listeners to stay hydrated to avoid unnecessary snacking.
Finally, we explore how to support colleagues who may be experiencing stress. Rachel advises creating a culture of well-being within the workplace, where open communication is encouraged, and resources are available for those in need. Recognising stress in others and offering support can make a significant difference in maintaining a healthy and productive work environment.
In closing, Rachel urges everyone to be mindful of their stress signals and to take proactive steps in managing stress. By focusing on the five pillars of vitality and fostering a supportive work culture, we can improve our overall well-being and help others do the same.
We suggest you listen to EP145- You Are Not Alone where Ian talks about the feeling of isolation, and also EP128 â How to Turn a Bad Day Into a Good Day where Ian talks about shifting your mindset to the right direction.
Connect with Rachel through her LinkedIn HERE if you fancy daily tips from her.
You can also reach out to Rachel by visiting her website HERE or by emailing her at [email protected]
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!âŻâŻ
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We kick off the discussion by addressing a common issue faced by many MSP owners: the lack of growth. Brian and I agree that often, the first step to resolving this issue is self-reflection. Brian highlights the importance of looking in the mirror and recognising that the current state of your business is a direct result of your actions and decisions. This concept might be tough to accept, but itâs a crucial step towards meaningful change.
One of the main obstacles MSP owners face, is imposter syndrome. Brian points out that many MSP owners start as techies and suddenly find themselves running a business without the necessary experience or confidence. This can lead to feelings of inadequacy and uncertainty. Brian emphasises the importance of overcoming these feelings by seeking outside help and surrounding yourself with experts who can provide the guidance needed to grow the business.
A recurring theme in our conversation is the need for a business operating system. Brian shares how implementing a structured system in his MSP brought clarity and freedom. By having a clear framework for annual and quarterly planning, running meetings, and setting priorities, MSP owners can reduce chaos and focus on what truly matters. This structure is vital for building a scalable business and ensuring that every team member is aligned with the companyâs goals.
Prioritisation is another key topic we discuss. With so many aspects to manage in an MSP, from sales and marketing to client management and team building, itâs easy to become overwhelmed. Brian advises breaking down large plans into smaller, manageable tasks. By focusing on a few key objectives each quarter, MSP owners can make significant progress without getting bogged down by trying to do too much at once.
The value of peer groups and coaching also comes up in our discussion. Brian shares his personal experience of joining a peer group, which he describes as a game changer. Being part of a community of MSP owners who are facing similar challenges provides not only support but also accountability. This sense of camaraderie and shared learning can be instrumental in driving your MSP forward. Additionally, Brian talks about the transformative impact of having a coach. A coach can offer personalised guidance, help you identify blind spots, and keep you focused on your goals. Brian himself continues to work with a coach to this day, highlighting the ongoing value of this support.
We also touch on the importance of personal development in business growth. Brian and I agree that to grow your MSP, you need to grow as a leader. This involves asking yourself deep questions about your skills, your comfort zones, and the areas where you need to improve. By focusing on personal development, you can become the leader your business needs to thrive.
If you want to keep the conversation going with Brian Hoppe, feel free to connect with him through his LinkedIn HERE
You can also visit his website by clicking HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!âŻâŻ
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Fiona has spent over 25 years in the IT industry, with 16 of those years dedicated to running a successful sales training company. Two years ago, she took a step back from the industry, driven by personal milestones and a desire for change. Her son leaving for university provided her with a quiet house and a moment to reflect on her life and career. She realised that she was bored and needed to find a new passion. This led her to immerse herself in the world of entrepreneurship, working extensively with female entrepreneurs outside the MSP industry. This break rejuvenated her and equipped her with fresh perspectives and strategies that she now brings back to the MSP community.
During our conversation, Fiona and I discussed the importance of getting back into the flow of your business. Flow, as Fiona describes, is about doing what you love and what energises you. Itâs crucial for MSP owners to identify their strengths and passions to stay motivated and productive. Fiona emphasises the need to align your business with your personal values and strengths. She suggests using tools like the Gallup StrengthsFinder and the VIA Character Strengths Test to understand what puts you in your flow. For Fiona, speaking and engaging with people is her flow, whereas technical tasks and social media posts are not.
We also talked about the importance of giving yourself permission to pivot and course-correct in your business. If you find yourself stuck or unfulfilled, itâs essential to reassess and make changes that align with your passions and lifestyle goals. Fiona shared that even if it means stepping back from certain roles or delegating tasks, itâs vital to ensure youâre doing what you enjoy. This not only brings back your energy but also positively impacts your businessâs success.
Mindset plays a significant role in an MSP owner's journey. Fiona highlights the need to overcome limiting beliefs that can hold you back. These beliefs often stem from past experiences and can manifest as thoughts like âIâm not worthyâ or âIâm not enough.â Recognising and reprogramming these beliefs is crucial. Fiona suggests that awareness is the first step â identifying when these beliefs come up, especially during stressful or challenging times. By shifting your mindset to focus on possibilities and potential, you can break through these barriers and unlock new levels of growth and success.
Fear is another major factor that can block success. Fiona advises MSP owners to not let fear drive their business decisions. Instead, they should focus on what they desire and align themselves with that vision. This shift in energy and mindset can significantly impact the businessâs trajectory. She encourages owners to ask themselves, âWhat if it works?â and to stay hungry and passionate about their goals.
Throughout the episode, Fiona shared her personal experiences of stepping out of her comfort zone and the benefits it brought to her life and business. She reminded us that itâs essential to enjoy the journey, not just the destination. By focusing on personal growth and aligning your business with your passions, you can create a fulfilling and successful MSP.
You can connect with Fiona Challis through her LinkedIn profile HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!âŻâŻ
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We kicked off the conversation by exploring how the MSP sector is currently valued at a staggering $548 billion, with an annual growth rate of 12%. This growth is particularly significant given the challenging global economic environment. Jay emphasised that the demand for managed services continues to rise, with 82% of businesses now outsourcing some or all of their IT needs. This shift marks a dramatic increase from a decade ago when only 30% of companies outsourced IT services.
One of the key drivers behind this surge in demand is cybersecurity. Jay pointed out that even the largest banks and government institutions have admitted that they cannot manage cybersecurity alone. This has led to a growing reliance on MSPs, making cybersecurity a fundamental component of their service offerings. As the threat landscape becomes more complex, the need for specialised managed security services is paramount.
Jay also highlighted the significant generational shift in the MSP market. Millennials, who are now the majority buyers of technology services, have different expectations and buying behaviours compared to previous generations. They prefer digital-first or digital-only interactions and are more comfortable with subscription and consumption-based models. This demographic change requires a shift in how MSPs approach their clients, focusing more on seamless integration and user-friendly solutions.
The conversation then turned to the impact of AI on the MSP sector. Jay noted that AI is not a standalone product but a feature that enhances various aspects of technology services. He provided a fascinating perspective on how AI is evolving at an unprecedented pace, with each iteration becoming exponentially more powerful. This rapid advancement means that AI is becoming an integral part of many software solutions that MSPs use and manage.
However, Jay cautioned MSPs against rushing to get certified in AI technologies prematurely. He suggested that while AI holds tremendous potential, its immediate application for MSPs will be more about internal optimisation rather than client-facing services. MSPs can leverage AI to improve their marketing, sales, customer support, and operational efficiency. He believes the true managed services opportunities related to AI, particularly at the edge where most data reside, are still a couple of years away.
We also discussed the evolving nature of vendor relationships in the MSP space. Jay shared a candid view on the role of private equity in scaling MSP tools and platforms. As MSPs grow, they often find themselves transitioning from family-run businesses to larger, more corporate entities. This shift can lead to changes in how MSPs interact with their vendors, moving from personal relationships to more structured, professional engagements. Jay advised MSPs to remain flexible and open to adapting their toolsets as the industry evolves.
A significant takeaway from our discussion was the importance of building robust ecosystems and partnerships. Jay encouraged MSPs to engage with various stakeholders, including digital agencies, accountants, and other tech service providers, to create a comprehensive support network. By doing so, MSPs can tap into new business opportunities and enhance their service offerings.
Feel free to connect with Jay McBain through his LinkedIn HERE
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!âŻâŻ
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Julie Hutchison joins us to simplify the concept of selling for those who find it intimidating. We start by addressing a common misconception: the belief that technical expertise and selling are mutually exclusive. Julie emphasises that selling isnât about having the gift of the gab or being inherently extroverted. Instead, itâs about understanding the needs of your clients and offering solutions that add value to their businesses. This mindset shift is crucial for MSPs who typically feel uncomfortable with sales conversations.
One of the key takeaways from our discussion is the importance of being "interested" rather than "interesting." Julie explains that the crux of selling lies in understanding your client's pain points and addressing them effectively. Rather than overwhelming clients with technical details, focus on asking the right questions to uncover their needs. This approach not only builds rapport but also positions you as a problem solver rather than a salesperson.
Julie Hutchison shares tips for practising these skills. She suggests starting with role-playing exercises within your team to build confidence. By simulating sales scenarios, you can refine your questioning techniques and become more comfortable with the sales process. Additionally, she recommends engaging with a friendly client to test your new approach. Framing it as a way to improve your service can make clients more receptive and supportive, turning the exercise into a mutually beneficial experience.
Another significant point Julie highlights is the need to address the client's pain. She advises not to shy away from digging deeper into the client's issues to understand the full impact on their business. This method not only clarifies the value of your solution but also helps the client see the urgency and importance of addressing their problem. By identifying and emphasising the gap between their current situation and their desired outcome, you make your service an invaluable asset.
We also discuss the concept of self-worth in selling. Many MSPs struggle with pricing and undervalue their services because they lack confidence. Julie Hutchison stresses the importance of recognising the value you bring to the table. She encourages MSPs to challenge their limiting beliefs and adopt a value-based approach to their services. This involves understanding the cost of the client's problem and positioning your solution as a worthwhile investment.
One practical tip Julie offers is to compile a list of open-ended questions that can help uncover client needs. These questions should focus on understanding the client's current situation, the challenges they face, and the impact of these challenges on their business. By practising these questions, you can develop a natural and effective way of steering conversations towards identifying solutions.
Throughout the episode, Julie Hutchison reiterates the importance of practice. Selling is a skill that can be developed with consistent effort. She advises setting aside time regularly to practice with colleagues or even clients. This not only hones your skills but also builds your confidence, making sales conversations feel more natural and less daunting.
By shifting your mindset, focusing on client needs, and practising regularly, you can transform your approach to sales. Remember, itâs not about being a stereotypical salesperson; itâs about being a trusted advisor who provides valuable solutions.
And to help you learn more about selling and getting more from your existing clients, listen to this episode with Stuart Warwick.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!
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Mark Stevens' story begins in the quaint town of Melton Mowbray, known for its pork pies and Stilton cheese, but today, it's also becoming known for Mark1 IT Solutions. Mark's journey is a testament to the challenges and triumphs faced by many in the MSP sector. Joining us on the podcast, Mark openly shares the hurdles he encountered when transitioning from a traditional break-fix IT support mentality to a managed services provider (MSP) model, a shift that required significant changes in both mindset and operations.
During our discussion, Mark Stevens candidly discusses how his business, which he had been leading for about seven years, had only recently begun to identify as an MSP. This shift came with its own set of challenges, particularly as the business approached the COVID-19 pandemic. The pandemic initially brought a surge in demand for Mark1 IT Solutions' services as businesses scrambled to set up remote work capabilities. However, the reliance on project-based income soon proved unstable, leading Mark to seek external guidance and support.
What makes Mark Stevens' story so impactful is his openness about the personal and professional growth necessary to navigate his business through turbulent times. He shares that a major turning point came when he engaged with various communities and resources, such as CompTIA and Tech Tribe, and eventually our MSP growth hub. This engagement not only broadened his perspective but also embedded him deeper into the MSP community, facilitating a collaborative and supportive environment that was crucial for his development.
Mark's journey is filled with learning experiences, from understanding the importance of monthly recurring revenue to embracing the MSP model fully. He explains how adopting new operational frameworks and focusing on self-development, including insights gained from reading "The Chimp Paradox," helped him reshape his approach to business management. This reshaping was not just about business strategies but also about personal growth, tackling challenges like ego and imposter syndrome that many business owners face.
A significant part of our conversation highlights the value of reaching out for help and how this has been instrumental in Mark Stevens' success. He emphasises the importance of getting out of your own way, a phrase that resonated with him deeply and one that he credits for much of his recent business achievements. This concept of self-awareness and stepping back to allow professional support to guide his decisions has led to substantial improvements in both the operational efficiency and profitability of Mark1 IT Solutions.
Today, Mark1 IT Solutions is not only surviving but thriving, with plans to expand the team further and reach new heights in terms of revenue and service quality. Mark Stevens attributes much of this success to the support structures and networks he has embraced, underscoring the importance of community and expert guidance in the MSP industry.
For any MSPs out there feeling stuck or unsure of the next steps, Mark Stevens' story is a powerful reminder of the strength found in vulnerability and the success that comes from seeking help. His journey is a clear illustration of how transformative it can be to get out of your own way and allow structured, expert guidance to lead the way in scaling your business.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!âŻâŻ
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Stuart discusses how often, in MSPs, conflict arises not because of big strategic disagreements but because of the minutiaeâthe small details that can become significant stumbling blocks. He emphasises the importance of rising above the 'weeds' of these details to gain a clearer, broader perspective of the business goals. This approach, he explains, helps in realigning team members by focusing on the overarching destination rather than the specific routes or modes of transport, be they Porsches, BMWs, or trucks!
One of the key takeaways from our discussion is the importance of defining what success looks like for both the business and individual roles within it. Stuart pressesemphasises on the significanceimportance of clear communication and setting agreed-upon targets to prevent the cycle of misalignment and frustration that can occur when team members are not on the same page. He also touches on the emotional aspect of these disagreements, pointing out that underlying many conflicts is a fundamental lack of trust or fear of relinquishing control.
Moreover, Stuart also provides practical strategies for MSP leaders to implement when disagreements arise. He suggests 'chunking up' the conversation to a higher level where the focus is more on what unites rather than divides the team. This method involves stepping back to reassess the primary business objectives and ensuring that all discussions are anchored to these goals.
Trust, Stuart reiterates, is the bedrock of any successful partnership. He challenges MSP leaders to introspect consider whether the lack of trust is a personal reluctance to delegate or a broader issue within the team dynamics. In cases where trust is lacking, he advises a proactive approachâengaging in open dialoguesconversations about responsibilities, expected outcomes, and the paths to achieving them. This not only clarifies roles but also reinforces the shared commitment to the businessâs success.
In addition to alignment and trust, Stuart stresses the importance of adaptability within the MSP industry. The ability to pivot and embrace new strategies when traditional ones fail is crucial for growth and sustainability. By integrating the vehicle tree concept, MSP leaders can more easily navigate through the complexities of business management, ensuring that every level of the organisation is aligned with the strategic vision.
Our conversation with Stuart once again proves invaluable, offering MSP business owners practical advice and strategies to tackle some of the most challenging aspects of leadership and team management. This episode is a must-listen for anyone involved in an MSP looking to enhance their operational harmony and drive their business towards greater profitability and success.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK
And when youâre ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, youâll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.
OR
To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE
Until next time, look after yourself and Iâll catch up with you soon!âŻâŻ
- Näytä enemmän
