MSP Business School

In this enlightening coaching session, Brian Doyle offers his seasoned insights into the gap between client perceptions and the actual deliverables provided by Managed Service Providers (MSPs). Doyle, drawing on his extensive background as an MSP, provides a nuanced understanding of how to bridge these gaps through clear communication and precise contract terms. The episode dives into topics like client assumptions about MSP deliverables, how to manage these expectations, and offers strategic approaches to avoid conflicts arising from misunderstandings in service agreements. Throughout the session, Brian discusses critical strategies that can help MSPs redefine their offerings and improve client satisfaction. Emphasizing the importance of clear onboarding processes and consistent language across sales and marketing materials, the conversation focuses on the necessity of aligning internal and external communications to avoid discrepancies that might affect service perception. Specifically, the dialogue delves into the complications arising from varied service offerings and the steps MSPs should take to streamline their security and compliance services for better client understanding and engagement. Key Takeaways: Clear Communication: Emphasizing the importance of defining what services are and are not included in MSP contracts to avoid client misunderstandings and disappointment. Client Perception Management: Highlighting the need to manage client expectations from the start, explaining notions like 'all-in contracts' and security assurances effectively. Sales and Onboarding Coordination: Discussing the significance of consistent messages from sales to service delivery to ensure clients receive a uniform understanding of what services they've signed up for. Spotting Misalignments: Encourages continuous review of marketing materials to ensure they accurately reflect current service offerings and contractual agreements. Operational Success: Suggesting strategies like simplified service tiers and comprehensive client education to improve service delivery and customer satisfaction. Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of MSP Business School, host Brian Doyle welcomes the dynamic and insightful Josh Hohbein from centrexIT. Josh, highlighted as a rising star in cybersecurity, shares his expansive journey from tech support to a leadership role in cybersecurity and automation. The conversation unveils how Josh's background in service industries has shaped his understanding and approach to managing IT services. Josh discusses the challenges of aligning cybersecurity frameworks with client understanding and interest. By distilling complex standards into manageable and actionable plans, he ensures clients' needs are met both for cyber insurance and operational efficiency. He offers insights into creating a security foundation through simplified frameworks while stressing that most clients are indifferent to detailed frameworks until regulatory compliance is an issue. Further, the episode delves into the key aspects of MSP security platforms, the importance of communication in service-based industries, and how automation and AI are transforming IT operations at centrexIT. The episode also covers the excitement and challenges in preparing MSPs for incident response scenarios, emphasizing the significance of practice and readiness in mitigating potential breaches. Key Takeaways: Simplifying Cybersecurity Frameworks: Josh emphasizes the importance of breaking down complex security frameworks into understandable and actionable steps for clients, particularly focusing on aligning MSP services to cyber insurance requirements. Service Industry Insights: The parallels between the restaurant industry and MSP operations highlight the value of communication, multitasking, and maintaining composure in high-pressure environments. Preparation for Incidents: Through simulated incident response games, Josh demonstrates the critical need for practice in managing real-life cybersecurity incidents, ensuring MSPs are well-prepared for unexpected challenges. AI and Automation Enhancements: Josh is pioneering AI and automation efforts at centrexIT, aiming to improve internal processes and customer interactions by focusing on efficiency and proactive strategies. Community Engagement and Sharing: Active participation in the industry and sharing knowledge helps elevate the entire cybersecurity community, aiding others in understanding and navigating the evolving landscape. Guest Name: Josh Hohbein LinkedIn page: https://www.linkedin.com/in/josh-hohbein/ Company: centrexIT Website: https://centrexit.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this engaging episode of MSP Business School, host Brian Doyle welcomes Brendan Giesick, the industrious CRO of Adams Brown Technology. They delve into Brendan's unique journey into the MSP industry, illustrating his transition from a business major with ambitions in retail marketing to a key figure in managed services. Brendan shares insightful anecdotes from his experiences, highlighting the valuable lessons learned from his mentors and career pivots that led him to his current role at Adams Brown. The conversation unravels the distinctions between established MSP organizations like Gilmore Solutions and the startup environment at Adams Brown Technology. Emphasizing the importance of relationship-building, Brendan discusses how their approach to client onboarding and strategic alignment has been pivotal in their success. Key discussions ensue about the critical need for MSPs to engage with clients' C-suites, paving the way for deeper strategic relationships. The episode also explores the shift towards strategic IT conversations, AI applications, and how these elements are shaping the future of the MSP landscape. Key Takeaways: Strategic Client Engagement: Building strategic relationships with clients is essential for long-term success in the MSP industry. Inviting C-suite leaders to the conversation fosters trust and opens doors for meaningful partnerships. Adapting to Change: Transitioning from an established MSP to a new, growing firm like Adams Brown Technology requires flexibility and a proactive approach to chaos management. The Power of AI and Compliance: As technology evolves, MSPs must adapt to discussions around AI and compliance to remain competitive and relevant in the industry. Cultural Readiness for AI: Before implementing AI strategies, organizations must evaluate their cyber hygiene and prepare policies to manage new technological tools responsibly. Dynamic Sales Leadership: A good sales manager can make all the difference, as evidenced by Brendan's career journey following his mentor, Chris Schneider, across different ventures. Guest Name: Brendan Giesick LinkedIn page: https://www.linkedin.com/in/brendangiesick/ Company: Adams Brown Technology Specialists Website: https://www.adamsbrowntech.com/team/brendan-giesick/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of MSP Business School, host Brian Doyle delves into the evolving role of the VCIO within the managed service provider space, coinciding with a special St. Patrick's Day greeting to viewers. Brian contrasts the often superficial duties of traditional account managers with the strategic, forward-thinking responsibilities critical to the position of a VCIO. The episode emphasizes how MSPs can develop VCIOs not just as technical overseers but as integral business leaders capable of steering organizations through the rapid changes imposed by new technological advancements. Exploring the anatomy of a successful VCIO, Brian shares insights on moving beyond traditional metrics and reporting. He voices the need for MSPs to transition their VCIO strategies from reactive to proactive, addressing the execution of business alignment and risk mitigation within client organizations. With the rapid advancements in AI technology and ever-pressing cybersecurity concerns, the VCIO's role is under transformation—from mere operational support to pivotal strategic leadership. This means engaging client leadership teams, influencing technology-driven decisions, and being strong business allies capable of fostering growth through technology. Key Takeaways: The true role of a VCIO extends beyond being a glorified account manager; it requires strategic business involvement and leadership skills. A structural shift is necessary for MSPs to enable VCIOs to speak effectively at executive levels and align technology with business goals. Training and leadership-focused growth are essential for VCIOs to become leaders capable of influencing client decisions and outcomes. Effective VCIOs engage in meaningful discussions about strategy, budgeting, and risk, focusing on future opportunities rather than past metrics. Challenges like AI and cybersecurity underscore the importance of a robust VCIO role to guide client organizations through technological evolution. Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com