The IT Experts Podcast

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 wouldn't 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 MSP's 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 you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll 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 I'll catch up with you soon!

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 today's 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 client's 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 clients' 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 you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll 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 I'll catch up with you soon!

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. Rachel's 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 today's 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 it's 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 – 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 you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll 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 I'll catch up with you soon!

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 it's 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 company's 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, it's 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 you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll 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 I'll catch up with you soon!

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. It's 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, it's 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, it's vital to ensure you're doing what you enjoy. This not only brings back your energy but also positively impacts your business's 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 "I'm not worthy" or "I'm not enough." Recognising and reprogramming these beliefs is crucial. Fiona suggests that awareness is the first step – 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 business's trajectory. She encourages owners to ask themselves, "What if it works?" 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 it's 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 you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll 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 I'll catch up with you soon!

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 you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll 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 I'll catch up with you soon!

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 isn't about having the gift of the gab or being inherently extroverted. Instead, it's 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, it's not about being a stereotypical salesperson; it's 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 you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll 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 I'll catch up with you soon!

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 you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll 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 I'll catch up with you soon!

Stuart discusses how often, in MSPs, conflict arises not because of big strategic disagreements but because of the minutiae—the 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 approach—engaging 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 business's 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 you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll 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 I'll catch up with you soon!

Our conversation kicked off with Rachel sharing highlights from her recent talk at CompTIA, stressing the importance of self-care in the busy world of IT and business. Rachel emphasized that looking after yourself isn't just about avoiding illness—it's about improving your quality of life. Rachel Williams believes a holistic approach to wellness, focusing on improving overall health and extending the health span alongside the lifespan. Rachel shared her personal journey towards wellness, an inspiring story that highlighted her shift from approaching burnout to becoming fitter than she's ever been. This personal journey gave birth to her business, Zest Lifestyle, where she uses her extensive knowledge and experience to help individuals and teams foster environments that prioritize health and happiness. A large portion of our discussion was dedicated to understanding what 'good health' truly looks like. According to Rachel Williams, good health is not merely the absence of illness but a vibrant state of physical, mental, and emotional well-being. She introduced listeners to the five pillars of self-care that are central to her practice: sleep, diet, movement, mental well-being, and rest. Each element is crucial in its own right but works together to create a balanced and healthy lifestyle. Sleep came up as the cornerstone of good health. Rachel pointed out that many overlook its importance, but it is during sleep that our bodies undergo repair and rejuvenation. She linked inadequate sleep to a plethora of health issues, from reduced cognitive function to impaired metabolism, stressing the importance of quality sleep as a non-negotiable pillar of health. On diet, Rachel Williams was keen to debunk the myths surrounding restrictive diets, which often lead to unsustainable health choices. Instead, she champions the 80/20 rule—eating healthily 80% of the time and allowing for indulgences in moderation. This approach not only makes the diet sustainable but also enjoyable, which is crucial for long-term maintenance. Movement, another pillar of self-care, goes beyond traditional exercise. Rachel encourages finding joy in physical activity, whether it's walking, dancing, yoga, or more structured gym workouts. The key is consistency and enjoyment, which significantly enhances the likelihood of maintaining an active lifestyle. Mental well-being, often overshadowed in discussions around physical health, was highlighted as vital. Stress management, mindfulness, and emotional health are all aspects that Rachel touches upon frequently, underscoring their importance on our overall health. Tools like meditation apps and mindful practices are ways Rachel suggests maintaining positive mental health. Lastly, the concept of rest, distinct from sleep, was discussed. Rachel Williams explains that rest involves activities that recharge and rejuvenate the spirit, which can vary from passive activities like reading to active ones like hiking or exploring. Throughout the episode, Rachel Williams reiterated the importance of self-care, not just for personal health but as a strategy to enhance productivity and satisfaction in both personal and professional realms. Her insights not only provide effective strategies for self-care but also equipped our listeners with practical steps to take control of their health and well-being. We wrapped up the episode with Rachel sharing how to get in touch with her for those interested in learning more about self-care or implementing her principles into their lives or workplaces. For more insights and daily health tips, Rachel can be reached through her website, Zest Lifestyle, and her social media platforms. Remember, taking responsibility for your health starts with you, and it's never too late to start looking after yourself. 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 you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll 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 I'll catch up with you soon!

Understanding what you want from your business isn't just about setting financial targets; it's about aligning your personal dreams with your professional goals to create a fulfilling and sustainable business model. Stuart stresses the importance of personal vision in business. He discusses how easily MSP owners can become overwhelmed by daily operations, losing sight of their original motivations and goals. Stuart points out that many MSP owners start their journey with clear intentions but often get sidetracked as the business grows. He emphasises the significance of defining 'what winning looks like' for your business. This not only involves setting tangible goals but also understanding the kind of life you want to lead. Stuart repeatedly mentions that knowing what you don't want can often be a more accessible starting point to clarify what you actually do want. This reverse engineering of outcomes can significantly help MSP owners cut through the fog that surrounds their strategic planning processes. Throughout our conversation, Stuart reinforces the idea that business owners should periodically step back and assess their journey. This reflective practice helps to appreciate past achievements and realign current activities with long-term objectives. He shares practical tips on how MSPs can manage their growth effectively without becoming consumed by it. According to Stuart, building a successful MSP isn't just about financial gain but about creating a business that allows owners the freedom and flexibility to enjoy their lives while still achieving professional success. One of the key pieces of advice Stuart offers is the concept of starting with the end in mind. This Stephen Covey principle is about envisioning where you want your business to be, and then meticulously planning out the steps to get there. Whether it's hiring the right people, implementing the correct systems, or simply deciding to work fewer hours to have more time with family, each decision should contribute towards that ultimate picture of success. Moreover, Stuart highlights the importance of community and support systems in this journey. He encourages MSP owners to find their tribe – a supportive community that shares similar goals and challenges. Engaging with this community not only provides moral and emotional support but also fosters an environment of accountability, which is crucial for consistent progress. In terms of practical steps, Stuart suggests that MSP owners should take a proactive approach to problem-solving within their businesses. Identifying what you do not want in your daily operations can help clarify what changes need to be made to avoid those outcomes. For instance, if an MSP owner doesn't want to be overwhelmed by technical tasks, then it might be time to hire additional technical staff or invest in training for current employees to distribute the workload more evenly. As we wrap up this thought provoking episode, I reflect on the numerous actionable insights Stuart has shared with us today. His advice is grounded in the reality of running a business, yet aspirational enough to push MSP owners to think big and act boldly. Remember, defining success in your business is a personal journey that goes beyond the conventional metrics of business growth. It's about creating a business that not only survives but thrives while aligning with your personal life goals. Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll 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 I'll catch up with you soon!

In our latest IT Experts Podcast episode, we explore the intricate dynamics of partnership in the MSP world through the lens of Joe Burns' compelling journey. Joe, a seasoned entrepreneur who has not only scaled but also successfully exited from an MSP, shares his experience into what happens when business partners discover their goals and ambitions are no longer aligned. Joe Burns co-founded an MSP with a shared vision for success, driven by the enthusiasm that characterizes many startup ventures. However, as the business grew, it became clear that Joe and his business partner's visions for the future were vastly different. This realisation wasn't immediate; it crept up over years as the business scaled. Signs of misalignment began to surface, particularly during strategic planning sessions where their different growth ambitions were starkly highlighted. Despite efforts to realign, including engaging with a growth coach and attempting to bridge the gap in their ambitions, the divide only widened. The pivotal moment came when it was undeniable that their differing expectations for the future of the business were too significantly to continue effectively as partners. Working together became uncomfortable and decision making was difficult. Joe's business partner expressed a desire to exit the business, which prompted a series of discussions about the future. Rather than viewing this as a setback, Joe saw an opportunity to assess the true market value of their business and either buy out his partner or sell the business entirely. This led to the decision to sell the MSP, a move that would allow both partners to pursue their individual visions without compromise. Joe candidly shares the mistakes made during the selling process, chief among them being the failure to court multiple buyers. The initial excitement of having an interested buyer led to a 'monotony' situation – a market condition with only one buyer – which ultimately could have jeopardised achieving the best possible sale price for the business. This experience taught Joe the importance of fostering competitive interest when selling a business to avoid undervaluing it. Drawing from his experience, Joe offers invaluable advice for MSP business owners, particularly those navigating the complexities of a partnership: Personal Goals Alignment: Ensure there's clarity on personal goals and ambitions from the outset. Regularly revisiting these goals and ensuring they align with the business's direction is crucial for sustained partnership harmony. Prepare Your Business for Sale: Regardless of immediate intentions to sell, structuring your business as if you're preparing it for sale can increase its resilience, value, and attractiveness to potential buyers. This includes making the business operationally independent of the owners. Embrace Niching: Focusing on specific sectors or problems can significantly enhance an MSP's market position, making it easier to market and sell solutions. Understanding and addressing the unique needs of a focused client segment can lead to more business and success. Community Engagement: The MSP community offers a wealth of support and knowledge sharing. Engaging with this community can provide valuable insights and strategies for growth, as well as support through the challenges unique to the MSP industry. Joe Burns' journey illustrates the importance of alignment, strategic foresight, and the invaluable lessons learned through the process of exiting an MSP. For MSP business owners, whether currently in a partnership or contemplating one, this episode offers critical insights into ensuring that your business not only aligns with your personal ambitions but is also strategically positioned for MSP success. You can connect with Joe Burns on his LinkedIn HERE If you are in the same place, as Joe Burns did, listen to THIS episode where I asked Stuart how to get aligned with your business partner. Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll 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 I'll catch up with you soon!

Our chat delved into the nitty-gritty of email security, an area that Ben is particularly passionate about. He explained that despite the abundance of emails, ensuring they reach their destination is becoming increasingly complex due to evolving security measures. This brings us to deliverability and the question: Why is it so hard to get email through these days? Ben pointed out that the landscape of email communication has tchanged significantly, especially with the rise of stringent protocols to combat spam and phishing attempts. This evolution, while necessary, has made it challenging for legitimate emails to navigate through increasing security checks successfully. The impact of getting it wrong is potentially huge. Ben stressed that failing to understand these complexities can lead to emails being lost in the ether, marked as spam, or not delivered at all, severely affecting business communications and marketing efforts....leading to a loss of customer engagement, and ultimately lost revenue. This is where the conversation turned to the basic settings that people often overlook. Ben highlighted the importance of configuring SPF, DKIM, and DMARC records correctly. These settings are crucial for authenticating your emails and signalling to email providers that your messages are legitimate and should be delivered as intended. To help overcome these challenges, Ben shared some tools that are crucial for anyone looking to improve their email deliverability. He highlighted DMARC monitoring tools as essential for keeping an eye on your email's performance and identifying potential issues. Another gem Ben shared is GlockApps, a tool that simulates email sends to different providers and reports on where your email ends up – in the inbox, spam folder, or somewhere else entirely. These tools are critical for diagnosing deliverability issues and ensuring that your emails reach their intended audience. Throughout our conversation, Ben emphasized the importance of not just sending emails, but making sure they are delivered. In today's digital age, where email continues to be a vital communication tool, understanding and implementing the right security measures and settings can make a world of difference. Whether you're in IT, marketing, or running a business, this episode is packed with practical advice and expert insights on navigating the complex world of email deliverability. For those looking for further information about email deliverability, Ben offers a free email delivery report through Quinset Consulting. This report can provide you with a starting point for understanding how well your emails are performing and what steps you can take to improve. Ben's expertise and practical advice from our discussion offer a roadmap for anyone looking to ensure their emails are not only sent but are delivered successfully every time. You can connect with Ben Fielding through his LinkedIn HERE Or visit their website HERE Connect on LinkedIn HERE with Ian and also with Stuart by clicking HERE And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll 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 I'll catch up with you soon!

The crux of today's discussion revolves around the challenge many MSPs face: the constant barrage of communications from clients. This issue not only disrupts the workflow of MSPs but also poses a significant barrier to their growth and scalability. The question arises from an accountability call where clients shared their transformative experiences after implementing strategies to 'train' their clients to adhere to more streamlined communication processes. This revelation sparked a broader conversation on the necessity of redefining client interactions to foster a business environment where MSPs work for their business rather than being incessantly tied down by it. Stuart and I discussed the inherent contradiction MSPs face: the balance between being exceptionally service-oriented and setting boundaries to manage client expectations effectively. This balance is pivotal, especially for MSPs aiming to transition from being a lifestyle business to building a scalable enterprise. The key to this transition lies in managing client interactions and expectations more strategically. One of the most poignant insights from our discussion was the realization that often, the clients who demand the most attention are not necessarily the most profitable. This observation underscores the importance of evaluating client relationships based on their value and profitability to the MSP. Stuart shared invaluable tips on how MSPs could navigate this challenge by first identifying the most time-consuming clients and then implementing a systematic approach to redirect their queries to appropriate channels, thereby reducing direct interruptions. Stuart's advice centred on the importance of data analysis to understand the patterns of client interactions. Keeping a log of client communications can reveal insightful patterns, helping MSPs identify which clients require a recalibration of their service expectations. Following this analysis, Stuart emphasised the need for clear communication and setting up robust systems to manage client inquiries. This includes configuring out-of-office messages and automated ticketing systems to ensure that client requests are addressed promptly without needing the MSP's direct involvement. Moreover, Stuart highlighted the role of personal time management in mitigating client disruptions. By defining specific times for client interactions, MSPs can significantly improve their productivity and focus on strategic tasks. This approach not only benefits the MSP but also enhances the service quality provided to clients. As we wrapped up, the key takeaway was the empowerment of MSPs to redefine their client interactions. By implementing strategic changes and setting clear expectations, MSPs can transition from being constantly available to focusing on growth and scalability. This shift not only enhances operational efficiency but also leads to a more profitable and satisfying business model. At the end of the day, the goal is to build a business that efficiently serves its clients while also allowing the MSP the freedom to focus on strategic growth and personal well-being. Connect with Ian HERE on LinkedIn and also Stuart by clicking this LINK If you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This tool is designed to help you understand where your MSP stands and what steps you can take to scale profitably and effectively. This will provide you with insights and guidance tailored to your specific needs. 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 I'll catch up with you soon!

Stuart Faulkner's story is a great example that demonstrates that if you understand what you're really good at and play to your strengths, you can really start to get your business working for you. As the leader of ilicomm Technology Solutions, a growing MSP based in the West Midlands, Stuart found himself at a crossroads. Despite the company's outward success, Stuart felt that the business, and by extension himself, had hit a plateau. It was this realisation that prompted Stuart to seek external guidance, a decision that marked the beginning of a remarkable transformation for both his business and personal life. Our conversation explores the key factors that led Stuart to redefine his role within ilicomm. One significant turning point was his use of the Genius Model, a framework designed to help individuals identify their strengths and areas of passion. Initially sceptical, Stuart's willingness to embrace this model provided clarity about his role and how best to contribute to his company's growth. By focusing on what he loved and excelled at, and delegating or eliminating tasks that did not align with his strengths, Stuart was able to break free from the constraints that had previously held him back. The implementation of the Genius Model was just the beginning. Recognising the gaps within the operational aspects of ilicomm led to a strategic expansion of the leadership team. This included the introduction of a Chief Operations Officer and other carefully selected A-players, individuals who are not only skilled but also the right fit for the company's culture and objectives. Our discussion highlights the profound impact of these changes on both the personal and professional lives of those involved. Stuart and his business partner, Jason, have experienced not just a huge growth in turnover but a significant improvement in their work-life balance. The introduction of a 50-day holiday policy reflects their belief in the importance of rest and rejuvenation for sustained performance and creativity. "Getting a Genius Out of a Bottle - Success Stories with Stuart Faulkner" is more than just a narrative of business success; it's a blueprint for personal fulfilment and organisational excellence. Stuart's journey underscores the importance of self-reflection, the courage to seek help, and the wisdom to build a team that complements your strengths. For fellow MSPs navigating similar challenges, Stuart's story is a reminder that with the right approach, it's possible to transform both your business and your personal life. In closing, I encourage all MSP leaders feeling stuck or uncertain about their next steps to consider the insights shared in this episode. Whether it's harnessing your genius, refining your team, or simply finding balance, the journey towards a thriving business and a fulfilling life is well within reach. Stuart Faulkner's success is a genuine example of what's possible when you dare to reimagine your role and reshape your business around your unique strengths. Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Again, if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Until next time, look after yourself and I'll catch up with you soon!

Throughout our conversation, Stuart offers -useful tips and sheds light on why, in our opinion, MSPs might not require a salesperson to achieve substantial growth. This viewpoint, while potentially controversial, is grounded in extensive experience and observations within the MSP industry. Stuart argues that for MSPs with a revenue of under £2 million, investing in a salesperson may not be the most efficient or effective strategy to generate new leads and foster business growth. Instead, focusing on marketing strategies, client relationship building, account management, and refining service packages could yield better returns without the need for a dedicated sales role. Stuart highlights something that many MSPs overlook: the importance of understanding your audience and aligning your services to their needs. This approach not only positions your MSP as a problem-solver but also as a partner that understands the unique challenges and opportunities within the sectors you serve. The compound effect of onboarding just one or two ideal clients each year, assuming your service packages are well-designed and profit margins are healthy, can be game-changing for your MSP. We also talked about how MSPs have a natural advantage in the realm of technology-driven marketing platforms. Given that MSPs inherently understand technology, the real challenge lies in mastering the marketing principles that allow for effective use of this technology. By identifying your target audience and crafting messages that resonate with their needs, MSPs can leverage digital marketing, content creation, and social media to build a robust lead generation engine without the traditional salesperson. We also considerthe metrics that matter when evaluating the success of your marketing and business development efforts. Stuart stresses that the ultimate measure of success is not the number of likes or hits but the number of quality leads expressing genuine interest in your services. This focus on quality over quantity and the strategic nurturing of leads can position your MSP for sustainable growth. To sum up, this episode challenges the conventional belief that a salesperson is essential for MSP growth. By utilising targeted marketing, understanding the needs of your audience, and focusing on building strong client relationships, MSPs can achieve remarkable growth without the traditional sales role. It's a thought-provoking discussion that encourages MSPs to reconsider their growth strategies and invest in areas that will truly drive their business forward. Connect with Ian HERE on LinkedIn and also Stuart by clicking this LINK If you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This tool is designed to help you understand where your MSP stands and what steps you can take to scale profitably and effectively. This will provide you with insights and guidance tailored to your specific needs. 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 I'll catch up with you soon!

Having cash in the bank, a steady stream of clients, and a growing team might seem like indicators of success, but as we explore with Stuart, success in the MSP world is much more subjective than it first appears. Our conversation unpicks the complexities of defining and measuring success in a sector where survival can often overshadow strategic growth. When starting your MSP, the initial focus is usually on getting the business off the ground rather than defining what success looks like. This survival instinct, while crucial, can later obscure the true potential of an MSP to evolve into a successful, sustainable business. Stuart explains that to transition from merely surviving to thriving, MSP owners need to take a step back and consider their long-term goals. What does a successful MSP look like for them? Is it about scaling up, achieving financial freedom, or perhaps maintaining a comfortable lifestyle while providing top-notch services? A successful MSP, Stuart argues, is not just about the size but the stability and sustainability of the business. It's about building an asset that not only provides immediate financial rewards but also long-term value. This could mean different things to different owners, whether that's achieving a specific profit margin, securing time for personal pursuits, or ensuring the business can operate efficiently without their constant involvement. Drawing on his experience, Stuart shares several tips for MSP owners to measure and achieve success in their businesses. He advises focusing on key performance indicators (KPIs) such as cash flow, profitability (including gross and net profit margins), new business acquisition, and the growth and retention of existing clients. These metrics, Stuart notes, are fundamental to understanding the health and potential of an MSP, guiding owners toward strategic decisions that align with their definitions of success. One standout piece of advice from Stuart is the application of the Profit First methodology. This approach, which prioritises profit allocation to ensure the financial health of the business and its owners, is a powerful tool for MSPs striving to become successful. By adopting such financial practices, MSP owners can gain clarity on their operations, invest in growth confidently, and, ultimately, achieve the freedom and profit they desire. Throughout our discussion, it becomes clear that a successful MSP is not solely judged by external metrics like size or revenue but by its alignment with the owner's personal and professional aspirations. Stuart highlights the importance of understanding what you want from your business and setting clear, achievable goals that will get you there. It's important for MSP business owners to reflect on what success means to them and how they can apply Stuart's insights to their MSP business. Whether it's improving financial management, clarifying business objectives, or enhancing operational efficiency, the path to a successful MSP is subjective and deeply personal. Connect with Ian HERE on LinkedIn and also Stuart by clicking this LINK If you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. 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 I'll catch up with you soon!

Stuart kicks off the discussion by highlighting the enormity of this challenge, especially for MSPs with multiple directors or partners. He emphasises that alignment isn't just about being on the same team; it's about sharing a vision, strategy, and direction. With various dynamics at play, from differing skill sets to diverse personalities, finding common ground becomes paramount. As Stuart delve deeper on the matter, he sheds light on the common scenarios encountered in MSP partnerships. Often, there's a techie partner and a business-savvy one, leading to clashes in priorities and approaches. However, he stresses the importance of complementary skills and clear delineation of roles, whether it's between partners or within a husband-wife team. One of the key takeaways from Stuart's insights is the necessity for a shared vision and growth plan. Without a clear roadmap, partners risk pulling in different directions, stunting the growth of their MSP. Stuart underlines the significance of defining success measures, whether it's revenue targets, client acquisition goals, or product penetration rates. But it's not just about having a plan; it's about regular communication and accountability. Stuart advocates for a rhythm of review, where partners meet regularly to assess progress, tackle challenges, and recalibrate strategies. This structured approach ensures that partners stay aligned and focused on achieving their shared objectives. In addition to communication, Stuart stresses the importance of holding each other accountable. Partners mustn't shy away from addressing issues or avoiding uncomfortable conversations. By confronting challenges head-on, they can overcome obstacles and propel their MSP towards success. Wrapping up, Stuart gives us a straightforward advice: get on the same page. For MSP partners struggling to find alignment, Stuart suggests seeking external help if needed. Ultimately, by aligning their visions, goals, and actions, partners can unlock the full potential of their MSP and navigate towards greater heights of success. Alignment isn't just a one-time task; it's an ongoing journey that requires communication, collaboration, and commitment. Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Again, if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Until next time, look after yourself and I'll catch up with you soon!

As Stuart and I have learned firsthand, being an MSP business owner can feel like a constant struggle to find time for strategic growth, client relationships, and even just a moment to breathe. That's why we're here to share some invaluable insights and strategies to help you shift from being a bottleneck to a delegating dynamo, allowing you to build a business that works for you, not the other way around. In just two weeks, we've got a game-changing online masterclass coming your way, where we'll be unveiling our secret weapon: the Create More Time formula. Now, normally, this gem is exclusive to members of the MSP Growth Hub, but for this special event, we're opening the doors to everyone. Trust me, you won't want to miss it. During the masterclass, we'll dive deep into five key steps, including conducting a time audit, mastering the art of delegation, and cultivating accountability and routines that set you up for success. We'll even tackle the age-old challenge of managing client interruptions, because let's face it, we've all been there. So, mark your calendars for Thursday, the 14th of March at 4:00 PM UK time, and get ready to reclaim your time and sanity. This isn't just another webinar – it's an interactive session where you can bring your burning questions and connect with fellow MSPs who are on the same journey as you. And hey, if this episode resonates with you (which I'm sure it will), don't keep it to yourself. Share the love with your colleagues who could benefit from a little less overwhelm and a lot more productivity. After all, we're in this together. Remember: you're not just a slave to your inbox or a servant to your schedule – you have the power to take back control of your time and your business. So go out there and make it happen. Have a fantastic weekend, and I'll catch you on the flip side. Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Again, if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Until next time, look after yourself and I'll catch up with you soon!

One key takeaway from our conversation with Keith is the importance of taking a proactive approach to security rather than simply relying on reactive measures. Keith emphasises the need for regular checking and monitoring, stressing that security should be someone's whole responsibility within the MSP team. By implementing thorough ticket triage and actively protecting against potential threats, MSPs can instil confidence in their clients and demonstrate their commitment to safeguarding their systems. Change control emerges as a fundamental aspect of maintaining security within an MSP environment, according to Keith. Understanding what changes are being made and ensuring they align with regulatory compliance is crucial for mitigating risks and avoiding potential litigation. By establishing robust change control procedures, MSPs can minimise the likelihood of security breaches and protect both their own business and their clients'. Moreover, Keith highlights the importance of access control in securing MSP environments. With MSPs being lucrative targets for cyberattacks due to the potential access they hold to multiple clients' systems, it's essential to tighten access controls and implement multi-factor authentication measures. By prioritising access control, MSPs can significantly reduce the risk of unauthorised access and mitigate the impact of potential security breaches. During our discussion, Keith also stresses the significance of regular audits and assessments to ensure that internal processes are functioning effectively. By conducting random audits and scrutinising key metrics such as admin account activity and patching success rates, MSPs can identify potential vulnerabilities and address them proactively. This proactive approach not only enhances security but also instils confidence in clients by demonstrating a commitment to ongoing improvement and vigilance. Furthermore, Keith advocates for a risk-based approach to client communication and service delivery. By engaging in conversations about clients' business objectives and critical processes, MSPs can tailor their services to meet specific needs and priorities. By aligning service offerings with clients' recovery time objectives (RTO) and recovery point objectives (RPO), MSPs can provide targeted solutions that address clients' most pressing concerns and minimise downtime in the event of a security incident. In summary, this episode underscores the importance of proactive security measures and risk-based approaches in the MSP space. By prioritising regular monitoring, robust change control, access management, and client communication, MSPs can enhance their security posture, mitigate risks, and deliver value-added services that meet clients' evolving needs and expectations. Connect with Keith Hayes on LinkedIn by clicking HERE Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Again, if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Until next time, look after yourself and I'll catch up with you soon!

First up, let's talk about the importance of knowing your numbers. I can't stress this enough - understanding your finances inside out is absolutely crucial if you want to achieve long-term success in this game. It's not just about glancing at your bank balance now and then; it's about diving deep into your P&L, getting to grips with your cash flow, and knowing exactly where every penny is coming from and going to. Remember, your bank balance alone does not reflect the true health of your business. By getting a solid grasp on your numbers, you'll be better equipped to make informed decisions, identify areas for improvement, and ultimately, boost that MSP profitability. Next, let's talk about client analysis. Your clients are the lifeblood of your business, but not all clients are created equal. It's time to take a long hard look at your client base and identify which ones are really driving profitability and which ones might be holding you back. Are there any clients who are consistently draining your resources without providing a decent return? It might be time to have that tough conversation and either renegotiate terms or part ways altogether. By focusing your efforts on the clients that truly value your services and contribute to your bottom line, you'll be well on your way to maximising your MSP profitability. And finally, let's not forget the importance of regular client reviews and feedback. Communication is key in any business relationship, and your clients are no exception. Take the time to check in with them regularly, gather feedback on your services, and identify any areas for improvement. Not only will this help you to strengthen your existing client relationships, but it will also provide valuable insights that can inform your future business decisions. After all, happy clients are more likely to stick around and continue contributing to your MSP profitability in the long run. So, there you have it, folks - three killer tips for maximizing your MSP profitability. Remember, profitability isn't just about making money; it's about building a sustainable business that works for you. And by following these simple yet effective strategies, you'll be well on your way to achieving just that. Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Again, if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Until next time, look after yourself and I'll catch up with you soon!

One of the key takeaways from our conversation is the importance of prioritizing self-care, particularly in the realms of sleep, nutrition, and exercise. Claire emphasizes the significance of refuelling and recharging our bodies to maintain peak performance, especially in high-stress environments like the MSP industry. By focusing on sleep quality and adopting small lifestyle changes, such as time chunking and delegating tasks effectively, we can enhance our productivity and overall well-being. We discuss the detrimental effects of procrastination and perfectionism, which often lead to paralysis and hinder growth in business. Claire encourages MSP owners to dare to delegate and trust their teams, recognizing that withholding tasks deprives others of the opportunity to contribute and stifles business expansion. Through clear communication, understanding team strengths, and setting realistic expectations, we can foster a culture of trust and collaboration within our organizations. Furthermore, Claire highlights the power of co-working sessions and time tracking tools in boosting productivity and accountability. These practices, whether conducted virtually or in-person, provide a supportive environment for MSP professionals to stay focused and motivated while tackling their tasks. By implementing these techniques, individuals can gain valuable insights into their work habits, identify areas for improvement, and ultimately achieve greater efficiency and satisfaction in their roles. In addition to practical strategies, Claire emphasizes the importance of mindset shifts in overcoming overwhelm. By adopting a proactive approach to managing tasks, breaking them down into smaller, manageable chunks, and celebrating incremental progress, individuals can cultivate a sense of empowerment and control over their workload. Through self-reflection and regular check-ins, MSP owners can identify areas of improvement, set realistic goals, and create a roadmap for success in their personal and professional lives. As we wrap up our conversation, Claire leaves us with a powerful reminder to take a step back, assess our priorities, and seek support when needed. By acknowledging our limitations and embracing a growth mindset, we can navigate the challenges of overwhelm with resilience and grace. To connect with Claire and learn more about her work in supporting MSP business owners, you can find her on LinkedIn at Claire Jenks or simply click HERE. You can also visit her website at clairejenks.co.uk. And if you're interested in exploring co-working opportunities with Claire, be sure to check out clairejenks.co.uk/coworking-msp for more information. Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Remember, you don't have to tackle overwhelm alone. Together, we can take control of our time, elevate our productivity, thrive, and scale your MSP business with confidence. Until next time, look after yourself and I'll catch up with you soon!

Whether it's the struggle to find quality candidates or the uncertainty of what roles to fill, recruitment can indeed be a daunting task. But in this discussion with Jane Matthews, we explored the transformative power of a cultural fit in your MSP and how it can make a significant difference in your employee engagement and team-building efforts. We started our conversation by addressing the state of recruitment in the post-COVID world. Jane highlighted that we've transitioned from an employee-driven market to an employer-driven market and are now settling into a hybrid model. However, she emphasized the importance of accommodating different generations in the workforce, understanding their unique needs and expectations, especially in a hybrid working environment. One key takeaway from our discussion was the significance of defining and maintaining a strong company culture. Culture goes beyond just a set of values; it encompasses how your team behaves, communicates, and approaches problem-solving. Jane made a compelling point that values should align with not only the business owner's beliefs but also with the expectations of clients and the team. Culture isn't just something you create; it should also evolve naturally within your organization. Janecoined the term "behaviour stack" to help MSPs distinguish between technical skills (tech stack) and behavioural traits. By focusing on the behaviour stack, you can identify what traits make your best team members stand out. Do they excel in communication, teamwork, or going the extra mile? By pinpointing these behavioural traits, you can ensure that new recruits fit seamlessly into your team's culture. Creating a positive culture involves more than just declaring an open-door policy. It requires consistent effort, engagement, and genuine interest in your team's well-being. Jane emphasized that business owners should actively seek feedback, ask about personal lives, and show that they have time for their team members. It's all about building trust and creating a comfortable environment where everyone feels valued and heard. We also explored the concept of nurturing and growing talent from within your organization. Jane pointed out that many employees leave their jobs because they feel stuck or don't see opportunities for growth. Regular one-to-one meetings between managers and team members can help identify their strengths and interests, ultimately leading to a more engaged and motivated workforce. In conclusion, Jane shared three essential tips for MSPs looking to strengthen their recruitment and team-building efforts in 2024: Understand Your Team's Behaviour Stack: Take the time to identify the behavioural traits that make your best team members stand out. This will help you find candidates who are not only skilled but also culturally aligned with your organization. Embrace Consistent One-to-One Meetings: Regular one-to-one meetings with your team members are crucial for building trust, understanding their needs, and uncovering opportunities for growth and development. Play to Your Team's Superpowers: Recognize and leverage the unique strengths and talents of your team members. Encourage them to pursue personal development and align their superpowers with your business goals. Remember, building the right team with the right cultural fit can be a game-changer for your MSP. It's all about fostering a positive, engaging work environment that empowers your team to excel and drive your business forward. To connect with Jane Matthews and continue the conversation, reach out to her through LinkedIn by clicking HERE or you can reach out to her via email at [email protected] Check out Wildcat Careers through their website HERE Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!

Darren kicks things off by emphasizing the critical importance of having a Unique Selling Proposition (USP) in the MSP sector. In a market saturated with providers, standing out is a challenge, and your USP is your secret weapon. Often, MSPs fall into the trap of offering generic USPs like quick response times or dedicated account managers. Darren advises us to dig deeper. He suggests that we ask our existing clients what made them choose our services and what they value most. This feedback can uncover the unique strengths that can set your business apart. But having a USP is just the beginning; it must be embedded within the very culture and operations of your company. Darren suggests creating a service catalogue that outlines precisely how your USP is consistently delivered across all aspects of your business. This not only ensures clarity but also helps build trust with your team and clients alike. Then we tackle a challenge many of us are facing in the post-pandemic world: managing a hybrid workforce, where some employees are remote, and others are in the office. Darren offers some valuable insights into how to maintain an engaged and connected workforce in this scenario. One tip for getting everyone involved, whether in the office or remote, is to act as if they are all remote. In meetings for example, it's crucial to ensure that everyone has the same experience. By having everyone join the meeting remotely, you create an equal footing, fostering better engagement among team members. Throughout our conversation with Darren, the recurring theme is the need for consistency and execution. He stresses that building a scalable and profitable MSP is a journey that requires a long-term commitment. Quick wins and shiny new toys might be tempting, but the real key is maintaining consistent messaging and execution. Darren's advice is to plan your value creation over a minimum of five years, ensuring that your entire team is aligned with your mission. We then circle back to the heart of service delivery and the MSP industry. Darren reminds us that an MSP needs to be a sales and marketing-focused business, not just a technical one. The success of your business is intricately linked to your USP. It's not enough to claim that you're different; you need to prove it through your actions. Trust and belief in your operations are essential for your sales team to effectively communicate your USP to potential clients. Darren highlights the common mistake of offering generic USPs, such as speedy response times or long-term partnerships. These clichéd claims won't set you apart from your competitors. Instead, he advises us to delve deeper into what makes us unique. This is where your existing clients can be invaluable. Ask them why they chose your services, and let their feedback guide the development of your USP. Darren encourages MSPs to think long-term. Building a scalable and profitable MSP is a journey that requires planning, consistency, and execution. Don't be swayed by quick wins; stay true to your mission and ensure that every aspect of your business, from culture to operations, reflects your unique selling proposition. Your USP is your beacon in the crowded MSP industry, and by aligning your entire team with it, you'll be well on your way to success. Connect with Darren Strong on his LinkedIn by clicking HERE Or you can also check out Scalable MSP through their website by clicking HERE Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!

Mark Taylor, the CTO and co-founder of Chorus, a 24-year-old traditional MSP with a strong Microsoft focus, provided a wealth of knowledge on this subject. He explained that Chorus has three core streams: traditional managed services, a Microsoft-focused Dynamics practice, and a security web practice that has been operating for about five years. The discussion started with a focus on the evolving threat landscape over the past 18 months. Mark emphasized that security breaches can often be triggered by the simplest mistakes, such as leaving a back door open. MSPs are increasingly targeted by cybercriminals, making security a paramount concern for both MSPs and their clients. Mark highlighted that, historically, businesses viewed security as locking the gates and fortifying their defenses. However, this approach is outdated. Even if you build strong walls, determined attackers will find a way in. Instead, the new perspective is to assume that they will get in eventually and focus on quickly detecting and responding to threats. This resilience-driven mindset is essential for protecting both MSPs and their clients. When it comes to starting the journey into managed security services, Mark stressed the importance of implementing basic security hygiene effectively. Properly implemented Multi-Factor Authentication (MFA) is a key component in reducing risks, with studies showing that 98% of risks can be mitigated through these basic measures. Additionally, Mark highlighted the shift from traditional antivirus solutions to Endpoint Detection and Response (EDR) or Managed XDR (Extended Detection and Response) services, which provide more comprehensive threat detection and response capabilities. Mark clarified that the term MSSP (Managed Security Service Provider) has evolved over time and is now broadly applicable to most MSPs. Even if MSPs are not offering full-blown 24/7 security operations centre (SOC) services, they are still engaging with security discussions and implementing essential security measures. It's a matter of varying degrees of specialization and service offerings. The conversation then turned towards Chorus's journey in building its own Cyber Security Operations Center (CSOC). Mark explained that their decision to invest in a CSOC stemmed from the need to provide enhanced security services to their larger clients. They recognized the need for faster threat detection and containment, which is achievable with a dedicated CSOC. Ian inquired about the different security layers within MSPs, including the help desk, the Network Operations Center (NOC), and the Security Operations Center (SOC). Mark clarified that the SOC primarily focuses on monitoring and responding to security threats, ensuring rapid detection and containment. While some MSPs choose to handle security alerts within their organization, others outsource these functions to specialized providers. They also discussed the differences between Managed Detection and Response (MDR) and Managed Extended Detection and Response (MXDR). MDR initially focuses on protecting endpoints, whereas MXDR extends its scope to cover additional security measures, such as monitoring sign-in logs on domain controllers and analysing email traffic in greater detail. The choice between MDR and MXDR depends on the MSP's and clients' specific needs and risk profiles. The conversation touched on the adoption of Microsoft's security solutions, with Mark highlighting the attractiveness of Microsoft 365 Business Premium, which includes Defender for Endpoint. Many clients already have these licenses and may opt to leverage Microsoft's security offerings, reducing the need for third-party solutions. Finally, they delved into the role of Artificial Intelligence (AI) in shaping the future of cybersecurity. AI is rapidly becoming an integral part of security operations, providing quicker insights and decision-making capabilities. While AI enhances security measures, it is not a replacement for human expertise but rather a tool that supports and enhances the capabilities of security professionals. In conclusion, this episode with Mark Taylor shed light on the evolving landscape of managed security services and the crucial role they play in safeguarding MSPs and their clients. As the threat landscape continues to evolve, it is essential for MSPs to consider adopting managed security services and choose the right security measures to protect their clients effectively. Connect with Mark Taylor on his LinkedIn by clicking HERE Or you can also check out Chorus through their website by clicking HERE Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!

The Value of Consistency and Self-Investment Meg starts by emphasizing the importance of consistency in building a high-performing team. To achieve this, business owners need to invest time in learning and growing themselves. Consistency, combined with self-investment, leads to the development of valuable managerial skills. Business leaders should focus on continually improving their skills, aligning their values with their team, and driving the company's mission forward. The Role of Managers and Team Leaders Meg highlights the critical role of managers and team leaders in nurturing talent. They should be willing to be vulnerable and acknowledge that their team members may possess more knowledge in certain areas. To effectively manage and lead, it's crucial to value your managerial skills and provide your team with the opportunity to develop and grow. The Importance of High-Performing Teams We discuss what a high-performing team looks like. It's not just about meeting targets or solving technical issues. High-performing teams engage in conversations about client opportunities, innovation, and continuous improvement. They value open communication and encourage team members to share their thoughts and ideas for improvement. Getting the Onboarding Process Right Meg shares insights into the onboarding process, which goes beyond simply orientating new hires to your business. It's about helping them become high-performing team members who understand your culture, values, and objectives. Setting clear 30-60-90 day plans, defining what success looks like in the role, and consistently monitoring progress are key elements of effective onboarding. Individual Contributor Skills For individual contributors who are not managing teams, Meg outlines three critical skills: proficiency, teamwork, and daily discipline. These skills include technical expertise, alignment with company values, and maintaining strong daily routines. The role of a manager is to support individual contributors in developing and honing these capabilities. The Shadow of the Leader Leaders must look in the mirror and assess their own behaviour and actions. Their conduct sets the tone for the entire team. Effective leadership involves being open, involving the team, and being willing to admit when improvements are needed. Your team can provide valuable insights into areas where your business can become better. Simplifying the Process Meg's advice is to keep it simple. Start by investing time and effort into the hiring process and consistently monitor and support your new hires. Don't overcomplicate things. Consistency and self-investment will lead to significant improvements over time. Hiring the right candidate is only the first step towards building a successful team. To truly thrive, businesses must invest in their leadership skills, value their managerial abilities, and foster high-performing teams that are aligned with their culture and mission. A simple yet consistent approach, combined with continuous self-improvement, will lead to a radical transformation in your business. Connect with Meg Fenney on LinkedIn by clicking HERE or reach out via email at [email protected] to learn more about her insights and expertise. Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Again, if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Until next time, look after yourself and I'll catch up with you soon!

Myth #1: Marketing is a One-Time Event Paul Green kicks things off by dispelling the myth that marketing is a one-time event. Many MSPs mistakenly believe that a single campaign or event will bring them a flood of clients. In reality, marketing should be a consistent, ongoing effort. As Paul aptly puts it, "Marketing is a bit like feeding a garden; you need to keep watering it if you want it to grow." Myth #2: Marketing Requires a Huge Budget Our discussion then delves into the misconception that effective marketing requires a significant financial investment. Paul emphasizes that marketing doesn't have to break the bank. He highlights the importance of delivering the right message to the right audience at the right time, often achievable without a substantial budget. Success lies in targeting the ideal prospects and building trust over time. Myth #3: You Must Hire a Marketing Agency Paul acknowledges the value of marketing agencies but urges MSPs to tread carefully when considering this route. He emphasizes the need for honesty when choosing an agency, ensuring they align with your core competencies. While agencies can be beneficial, he advises against hiring one if you expect immediate results. Patience and collaboration are key to success when working with marketing agencies. Myth #4: Marketing is All About Digital In our fourth myth, we address the misconception that marketing is solely a digital endeavor. While digital marketing is crucial, Paul encourages MSPs to incorporate physical marketing elements into their strategy. From personalized IT services buyers' guides to printed newsletters, offline marketing can set you apart in a crowded digital landscape. Myth #5: You Must Beat All Your Competitors The final myth we tackle is the belief that you must outperform all your competitors in the market. Paul dispels this notion by highlighting the importance of distinguishing yourself from just a couple of key competitors. By consistently implementing a daily, weekly, and monthly marketing system, you can steadily gain an advantage over others in your space. In a year filled with economic uncertainties and rapidly advancing AI technologies, we explore how MSPs can adapt their marketing strategies for 2024. Paul acknowledges the lasting impact of the pandemic on consumer behaviours but suggests that most of the marketing fundamentals remain unchanged. He advises MSPs to embrace AI as an assistant rather than handing over their entire marketing strategy to automated tools. As our conversation comes to an end, we reflect on the significance of educating prospects and clients about AI in a relatable way. Paul highlights the opportunity for MSPs to become trusted guides in the world of AI by demystifying its complexities for ordinary business owners. Remember, marketing is an ongoing process, and consistency is key. Connect with Paul Green on his LinkedIn profile HERE Or check out Paul's website HERE Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Again, if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Until next time, look after yourself and I'll catch up with you soon!

One of the fundamental concepts we explore is whether you'll choose to be a competitor or a creator in 2024. It's a choice that can significantly impact the trajectory of your MSP. Competing means constantly fighting for a share of the existing pie, believing resources are limited, and you need to outwork the competition. But is that the best approach? Stuart encourages MSPs to consider becoming creators instead. This mindset shift involves innovating, focusing on what you can build uniquely, and differentiating your business from the competition. Rather than fighting for scraps, become the creator of something new, something that resonates with your target audience, and ultimately, something that sets you apart from the crowd. We start our journey towards a successful 2024 with a focus on culture and character within your MSP. Creating a thriving culture is crucial for attracting and retaining the right team members. When your team aligns with your vision and values, it's a powerful driver for success. Don't just assume your culture is fine; define it, communicate it, and demand it from your team. Next up, we explore harnessing ambition. This involves strategic planning, accountability, and getting your head in the right space to achieve your goals. You can't expect to compete or create effectively without a clear vision and a strategy to get there. Effective communication of your plan is key, so consider regular one-on-one meetings, monthly management gatherings, or other mechanisms to ensure everyone in your MSP understands and aligns with your strategy for 2024. Sales and marketing are often where MSPs feel they must compete with others, but it doesn't have to be that way. You can take a more creative approach to your lead generation efforts. This means creating a marketing strategy that truly resonates with your target audience and provides value. Stop guessing and commit to a long-term strategy that's tailored to your unique strengths and weaknesses. Building your dream team is a critical part of scaling your MSP in 2024. You can't do it all on your own, and you shouldn't try to. Identify the key team members who will form the foundation of your success, and then make sure you have the right people in those roles. It's not just about skills; it's also about attitudes and alignment with your vision. Consider whether some team members need to step up or if it's time for them to move on, making way for new talent that better fits your future goals. As we embrace the possibilities of 2024, keep an eye on our website for an upcoming masterclass on building your dream team. We're excited to continue helping MSPs like you thrive and grow in the year ahead. Stuart and I are thrilled about the journey ahead in 2024. We're not just looking forward to helping more MSPs scale and succeed; we're also excited about having some fun along the way. So, as we raise our virtual glasses to toast the new year, remember that you have the power to choose whether you compete or create. Make 2024 matter for your MSP by creating something new, something unique, and something truly remarkable. Here's to a successful and fulfilling year ahead for all of us. Cheers! Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Again, if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Thank you for tuning in to the IT Experts Podcast, and we'll be back soon with more valuable insights and expert advice to help you on your MSP journey in 2024 and beyond. Happy New Year!

So, it seems apt as we recap our top 4 episodes, that we start with one of the most common challenges we see facing MSPs - knowing where to start when it comes to growing their businesses. In Episode 139, titled "Where Do I Start When I Want to Grow My MSP?" we addressed this common hurdle. Many MSPs struggle to navigate the overwhelming amount of support and resources available. The key takeaway here is that finding the right starting point is crucial. Building a clear growth plan is the first step in the journey. In Episode 146, "How Do I Get Fresh New Leads for My MSP?" we delved into another challenge faced by MSPs – acquiring new leads. We highlighted the importance of understanding your ideal client and focusing on quality over quantity. Rather than chasing after every lead, MSPs should resonate emotionally with the right clients. Building a clear picture of your target audience simplifies your marketing efforts and boosts your chances of success. One standout episode this year was Episode 144, with our leadership coach Julie Hutchison. Titled "The Art of Having a Difficult Conversation," this episode explored why MSP business owners often struggle with having challenging discussions with their team members. It's a common issue because, as MSPs, we're comfortable with technology, which doesn't argue back. However, dealing with people and addressing issues head-on can be daunting. Julie provided valuable insights into effective communication and leadership, making this episode a standout hit. One of the most common challenges faced by MSPs is finding more time in their day. In Episode 140, aptly titled "How Do I Find More Time in My Day?" we tackled this issue head-on. The time crunch can often leave MSP owners feeling overwhelmed. The key takeaway here is to remember that you're in control of your time. By prioritizing tasks, delegating, and focusing on what truly matters, you can reclaim valuable time and enhance your productivity. As we wrap up 2023, it's essential to reflect on our accomplishments and plan for the future. The MSP community has grown stronger, and there are endless opportunities ahead. Remember, you're in control of your destiny. Consider what will make 2024 even better than this year. As the MSP Growth Hub continues to expand, we invite you to explore our resources, webinars, and our active Facebook group, "Scale with Confidence." If you're unsure about the next steps in your MSP journey, take our MSP Mastery Quiz on our website. It will help you gain clarity on your goals and point you in the right direction. And when you're ready, reach out to us for a chat. We're here to help you get closer to achieving your vision of running a profitable business that doesn't run you. 2023 has been an exciting year for MSPs, filled with growth, challenges, and valuable lessons. As we close the chapter on this year, we want to express our gratitude to all our listeners, clients, and friends in the MSP community. Your support has been instrumental in the success of the IT Experts Podcast. So, enjoy the holiday season, take some time to recharge, and let's gear up for an even more incredible year ahead in 2024. Remember, you're in control of your destiny – make it count! Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Again, if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Thank you for tuning in, and we look forward to catching up with you in the new year. Cheers!

Building the right team and establishing a well-structured workforce is essential for any MSP looking to scale and thrive. Stuart shares his invaluable insights on this often-challenging topic, shedding light on why it's such a crucial issue and offering practical tips to help you get it right. Understanding the Challenge As Stuart explains, creating the ideal people structure within your MSP is a challenge because it revolves around, well, people. Managing a team, particularly as your MSP grows, becomes one of the most complex and significant tasks. It's not just about hiring the right individuals; it's about ensuring they work together harmoniously and efficiently towards your common goals. As MSPs expand, they often encounter frustration due to the complexities that come with scaling a team, and this episode aims to address those frustrations head-on. Planning Your People Structure One of the first key principles Stuart highlights is the importance of planning your people structure for the future. It's not merely about tweaking your existing team; it's about envisioning what your business should look like down the road. Stuart encourages MSP owners to think about the roles they'll need to fill, whether in finance, sales, or operations, to make the business work for them rather than the other way around. With hybrid working and remote setups becoming increasingly prevalent, planning becomes even more critical. Understanding Your Current Team Stuart emphasises the need to thoroughly understand your current team – who they are, what roles they fill, their skills, and their behaviours. Many MSPs make the mistake of keeping underperforming employees due to familiarity, even when they know deep down that these individuals aren't pulling their weight. Identifying and addressing these issues within your existing team can significantly impact your business's growth and success. Aligning Skills and Ambitions Stuart touches upon the importance of aligning the skills and ambitions of your team members with the roles they occupy. Not every senior technician is suited to be a Service Delivery Manager, and not every junior tech wants to tackle project work. It's crucial to understand not only what people want to do but also where they excel and where they find their "flow." This alignment can significantly boost productivity and engagement within your MSP. Recruiting to Fill the Gaps Once you have a clear understanding of your future organizational structure and your team's skills and aspirations, the next step is to recruit to fill the gaps. Stuart suggests hiring individuals who possess the skills needed to support your business's growth. Additionally, consider developing existing team members by aligning their interests and ambitions with the roles you require. Dealing with Mediocrity Stuart highlights the damaging impact of tolerating mediocrity within your team. If you have team members who don't align with your company values, fail to meet performance standards, or lack commitment, it can hinder your MSP's growth and success. Addressing performance and behavioural issues head-on, even if it involves difficult conversations, is crucial for developing an effective people structure. In conclusion, shaping the people structure of your MSP is a critical endeavour that requires careful planning and alignment. Stuart's insights in this episode shed light on the common challenges MSP owners face and offer practical steps to address them. By understanding your team, aligning their skills and ambitions, and being proactive about performance issues, you can create a workforce that not only supports your growth but also enables your MSP to thrive in a rapidly changing industry. We encourage all of you to keep sending in your questions as we love to answer them on this series so, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes. Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Again, if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Until next time, look after yourself and I'll catch up with you soon!

In this episode, Julie and I delve into the world of MSP sales, offering you practical strategies to enhance your sales process and build stronger relationships with your clients. We understand that selling can be a daunting task, especially for tech-savvy individuals, but fear not – we're here to help you navigate the path to more sales and greater success. The Six Human Needs Julie introduces us to the concept of the "Six Human Needs," a framework popularized by Tony Robbins. These needs underpin human behaviour and influence our decision-making. By understanding and addressing these needs, you can better connect with your clients and tailor your approach to their unique requirements. Certainty and Uncertainty: People have a need for both security (certainty) and variety (uncertainty). Some seek stability, while others crave excitement and change. Recognising where your clients fall on this spectrum is crucial for meeting their needs. Significance: Everyone wants to feel important and valued. It's essential to make your clients feel like they matter and that you genuinely care about their success. Connection: We all yearn for human connection and a sense of belonging. If you can foster a sense of community or teamwork with your clients, it can make a significant impact on your sales relationships. Growth: Some clients are driven by the desire to learn and grow. Highlight how your services can help them develop and improve, catering to their thirst for knowledge. Contribution: Many people have a strong desire to give back or make a positive impact. If your company has a charitable component or contributes to a greater cause, share that with your clients to create a deeper connection. Julie explains that by identifying which of these needs resonate most with your clients, you can tailor your sales pitch to align with their values and desires. This approach helps you build trust and rapport, making it easier to secure more sales. Applying the Six Human Needs in Sales Now that we understand the Six Human Needs, Julie and I discuss how to apply this knowledge in a sales context. It all comes down to active listening and adjusting your approach accordingly. By genuinely hearing what your clients are saying and understanding their needs, you can better position your products or services to meet those needs. We emphasize the importance of using frameworks like the Decision Maker Map and behavioural profiling (like DISC) to gain a comprehensive understanding of your clients. This enables you to tailor your sales pitch effectively and demonstrate how your offerings align with their desires. In conclusion, Julie leaves us with two invaluable tips for boosting your sales: Don't Wear Your Locker Pants: In other words, don't impose your technical expertise and jargon on clients. Instead, meet them where they are, understand their needs, and guide them on their journey – just like Ian's amusing running track analogy. Listen and Adapt: Pay close attention to what your clients are saying. Listen for clues about their needs, whether it's a desire for security, a sense of belonging, or a thirst for knowledge. Then, adapt your sales approach to address these needs, making your clients feel heard and valued. Julie Hutchison's insights in this episode offer a fresh perspective on sales – one that prioritises the human aspect of business relationships. By understanding and fulfilling your clients' core needs, you can increase your sales success and build long-lasting connections with your clients. So, remember, it's not just about the technical stuff – it's about them. Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Again, if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Until next time, look after yourself and I'll catch up with you soon!

Stuart begins by emphasising the importance of scrutinising costs, both in your personal finances and within your MSP. It's astonishing how often we overlook those small monthly subscriptions that add up over time. Stuart shares a recent example of a client who discovered £2,300 in unnecessary recurring costs, equivalent to a full-time engineer's salary. So, a quick win for boosting your MSP's cash flow is to regularly review your expenses. Knowing your numbers is the next crucial step. Stuart highlights that it's not just about tracking money in and out; it's about understanding the components of your financial picture. This means breaking down your income into categories like contract revenue, support revenue, and hardware revenue, and then examining your gross and net profit on these streams. By having a detailed grasp of your numbers, you can confidently forecast your financial future and make informed investment decisions. Another vital aspect Stuart touches upon is client analysis. Your clients hold the key to more cash in your MSP. Analyse their spending, profitability, and the technology solutions they use. Are they getting the most out of your services? Are there opportunities to upsell or streamline their tech stack? By digging into these questions, you can identify areas for growth and profitability. Account management is our fourth tip, and it's closely tied to client analysis. Having a systemized account management process in place helps you stay on top of your clients' needs. This process ensures that you're not just meeting their current requirements but also anticipating their future needs. By doing so, you can confidently plan investments, knowing that they align with your clients' evolving tech roadmaps. We also touch on the time thieves that often go unnoticed within an MSP. These can be inefficiencies, overlooked opportunities, or clients who aren't as profitable as they should be. Identifying and addressing these time thieves can significantly impact your bottom line. In conclusion, the path to "more cash" in your MSP involves cost management, a deep understanding of your financial numbers, thorough client analysis, and an effective account management process. As Stuart rightly points out, profit is everything, and by taking the time to delve into these areas, you can unlock hidden opportunities for growth and ensure your business works for you rather than the other way around. Remember, building a profitable MSP is about more than just accumulating cash in the bank. It's about creating a sustainable, thriving business that supports your long-term goals. So, take Stuart's advice to heart and start your journey towards "more cash" in your pocket and a more profitable MSP today. We encourage all of you to keep sending in your questions as we love to answer them on this series so, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes. Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Again, if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Until next time, look after yourself and I'll catch up with you soon!

Stuart begins by emphasising the significance of existing clients, referring to them as the "Golden Goose" of your business. The key, he says, is optimising the relationship and revenue you have with them. Many MSPs leave a significant amount of recurring and one-off revenue on the table when they neglect their existing clients. The goal is to encourage your "Golden Goose" to lay more golden eggs, and this episode is all about how to achieve that. Stuart shares a compelling example of a client who put seven figures of additional revenue into their business in less than 12 months by focusing on their existing client portfolio. It's a testament to the potential that often lies untapped within your current client base. So, why do many MSPs struggle with this? Stuart pinpoints a common problem: getting in your own way. It's easy to become overwhelmed with day-to-day tasks and neglect the crucial aspect of account management. But, as Stuart suggests, there are a few key strategies that can transform your business, and it all starts with overcoming these obstacles. One of the most fundamental steps is pricing. Stuart emphasizes the importance of charging the right amount for your services. Many MSPs have outdated pricing structures, and it's crucial to align them with the value you provide. Stuart recounts a story of a client who was hesitant to raise prices because they feared losing clients. However, after realizing the potential for additional profit, they took action, and it's poised to transform their business. Stuart and I discuss the simplicity of the process when you have a well-defined strategy. It begins with understanding the profitability of each client and categorising them based on their value to your business. Not all clients are equal, so it's essential to prioritise your efforts. Once you've graded your clients, it's time to standardise your packages and communicate changes. Stuart suggests starting with a gentle approach, perhaps by announcing price increases for the upcoming year. Surprisingly, most clients won't raise objections, and you'll find that the majority accept the changes without much fuss. The next stage in the account management process is to establish a rhythm of review and communication with your clients. This ongoing dialogue ensures that their technology roadmap aligns with your services, and it fosters a win-win relationship. Stuart underlines that this process doesn't have to be overwhelming. By breaking it down into manageable steps, you can systematically work through your client base. In conclusion, the episode's core message is clear: don't overlook your existing clients. They hold immense potential for revenue growth and profitability. By following a structured approach that includes pricing optimisation, client categorisation, and regular communication, you can unlock the hidden treasures within your client base. Your existing clients are indeed your "Golden Goose," and it's time to help them lay more golden eggs for your MSP. So, if you're eager to harness the power of your existing clients and want to learn more about account management, take the Scale with Confidence MSP Mastery Quiz. It's a quick three-minute assessment that provides a 360° scan of your MSP and offers a personalised report with actionable insights. Don't let these opportunities slip through your fingers – start cultivating those golden eggs today! We encourage all of you to keep sending in your questions as we love to answer them on this series so, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes. Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Again, if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Until next time, look after yourself and I'll catch up with you soon!

Defining A-Players So, what exactly are A-players in the MSP world? Stuart breaks it down for us. A-players are those individuals who are not just content with the status quo. They have the drive to step into their full potential in their careers, often going above and beyond their job description. These are the people who aspire to lead, innovate, and make a significant impact on your MSP. If you're an ambitious MSP looking to scale confidently, A-players are the ones you want on your team. The Consequences of Not Having A-Players If you find yourself wondering why your team isn't taking ownership or driving your MSP forward as you'd like them to, it might be time to assess your team's composition. When you lack A-players, you often end up micromanaging, leading, and directing your team continuously. This can be draining, hindering your MSP's growth potential. It's that moment when you think, "Why can't others in my team take initiative like I do?" Recognizing this tipping point is crucial. Why Don't People Hire A-Players? The hesitation to hire A-players often stems from fear. There's the fear of investing a significant sum in a talented individual. The fear of making the wrong hiring decision and ending up back where you started. Some MSP owners also grapple with imposter syndrome when considering hiring someone older, more experienced, or more qualified than themselves. The fear and procrastination can be real roadblocks to growth. Here are Stuart's 5 key steps on how you can start finding A-players in your MSP: Planning for the Future: Start by envisioning what your team should look like in three to five years. Plan out the functional roles you need to relinquish and the people you need to hire to allow you to focus on the more critical aspects of your MSP. Hiring the Best: Be brave and don't shy away from hiring people who are better, more experienced, and qualified than you. Look for the right fit and alignment with your company culture, regardless of their age or experience. This step may require an investment, but it's often worth it. Quantify the Recruitment Process: Implement a structured recruitment process. Develop a set of interview questions and scoring criteria. Focus on finding evidence to back candidates' claims rather than taking things at face value. This approach ensures objectivity in your hiring decisions and helps you identify the right person for the job. Onboarding and Engagement: Once you've found your A-player, keep them engaged even before they officially join your team. Regularly touch base, send postcards, and invite them to events to ensure they feel connected. On the first day and beyond, create a 100-day plan for them to make sure they integrate smoothly into your MSP. Investing for the Right Person: Be prepared to pay more for the right individual. Depending on your MSP's size and ambition, you may need to offer competitive salaries to attract top talent. Remember, it's an investment that often pays off when you have the right A-players driving your MSP forward. As an MSP business owner, recognizing the need for A-players in your team is the first step towards unlocking your business's true potential. These exceptional individuals can help you scale, innovate, and lead with confidence. Don't let fear or procrastination hold you back from making the necessary changes to your team composition. With the right planning, recruitment process, and commitment to onboarding, you can set your MSP on the path to success. So, embrace the challenge of finding and nurturing A-players, and watch your MSP thrive like never before. As an additional resource that will help you find those A-players, listen to Episode 143 (and 4th episode of the Ask Stuart series!) which is where we asked Stuart, how to get more out of my team? We encourage all of you to keep sending in your questions as we love to answer them on this series so, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes. Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE And if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Until next time, look after yourself and I'll catch up with you soon!

The Importance of Quality Sleep First and foremost, let's talk about sleep. It's not just about catching a few hours of shut-eye; it's about getting quality rest that leaves you feeling rejuvenated and ready to conquer the day. I can't stress enough how critical this is. We all know how tempting it can be to scroll through social media or binge-watch Netflix late into the night, but these habits can wreak havoc on your sleep patterns. I've made a conscious effort to prioritize my sleep by establishing a routine. Lights out at 10:00 PM and up at 5:00 AM – that's my golden rule. This early morning quiet time allows me to focus on important tasks before the world wakes up. You'd be amazed at how much more energized and productive you can be when you start your day well-rested. But that's not all. Quality sleep also contributes to a positive mood, better food choices, and improved exercise habits. When you wake up feeling great, you're more likely to make healthier decisions throughout the day. So, remember, a good night's sleep is the foundation of feeling great. Eating Right for Vitality Now, let's delve into the realm of nutrition. You truly are what you eat, and your food choices reflect your values and priorities. I've learned that the foods we consume have a profound impact on our overall well-being. It's not about going vegan or extreme diets; it's about balance and moderation. Consider this – when you indulge in that slice of chocolate cake, you might experience a temporary sugar rush, followed by a crash in energy. That's because certain foods, like processed sweets, can't provide your brain with the right fuel it needs. The result? Fatigue and a craving for more unhealthy snacks. On the other hand, opting for nutrient-rich foods like fruits, vegetables, lean proteins, and whole grains provides sustained energy and supports better decision-making throughout the day. Remember, it's all about balance – everything in moderation. Exercise for Vitality and Resilience Exercise is another crucial element in the pursuit of feeling great every day. It's easier than ever to incorporate physical activity into your routine. Whether it's a quick workout from a YouTube video in your living room or opting for the stairs instead of the lift, there are countless opportunities to get moving. As IT professionals, many of us spend long hours sitting at desks. This sedentary lifestyle can take a toll on our bodies and minds. So, it's essential to prioritise exercise to keep our cardiovascular health in check and maintain our overall well-being. Even gentle exercise, done consistently, can make a world of difference. By staying active, you not only boost your physical fitness but also enhance your mental clarity and focus. Plus, it's a fantastic way to prevent injuries and build resilience, ensuring you can tackle everyday challenges with confidence. Bonus Tip: Embracing Cold Showers for an Invigorating Start To wrap things up, I want to introduce you to a unique practice that's truly invigorating – cold showers. Yes, you heard that right! While the idea of dousing yourself in cold water might sound daunting, the benefits are undeniable. Starting with just 30 seconds and gradually increasing the duration, cold showers can work wonders for your circulation, metabolism, and immune system. They also help you become more resilient and focused, all while leaving you feeling invigorated and ready to take on the day. Incorporating cold showers into your routine might seem challenging at first, but the results are worth it. It's all about regulating your breath and embracing the initial shock of the cold water. Once you adapt, you'll find that the sensation is incredibly refreshing. In conclusion, feeling great every single day is within your reach. It starts with prioritising quality sleep, making mindful food choices, and incorporating regular exercise. Additionally, don't shy away from the transformative power of cold showers. These simple yet effective practices can elevate your well-being, boost your mood, and enhance your overall quality of life. So, take these tips to heart, and embark on your journey towards feeling great every single day. Remember, your well-being is a priority, and you owe it to yourself to embrace these positive changes. Feel great, be great, and live your best life. Don't forget to check out Episode 086 – MSP Mindset Magic with Richard Tubb, where I had the pleasure of hosting the fantastic Richard Tubb, and we explored strategies for maintaining a positive mindset, dealing with the challenges of the IT industry, and achieving success in your MSP journey. It's a valuable resource that complements this episode perfectly. Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE And if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence M

Julian Shelley, a successful MSP owner, began his journey in 2011 when 'Managed Service Provider' was not yet a widely recognized term. He started his business with a clear goal: to provide IT support that was better than what he had experienced as an employee in other IT companies. Over the years, his company, Woodstock IT, grew steadily, adding one employee per year and, by 2023, had a team of 13 dedicated professionals. However, despite this growth, Julian began to feel stuck and disconnected from his passion for the business. The turning point came when Julian attended an MSP Growth Hub Discovery Day, where he had an epiphany. He realized that he needed a shift in mindset and a fresh perspective to reignite his passion for his MSP business. The Discovery Day introduced him to the concept of an MSP growth journey, where he could see his past struggles and the potential for future success more clearly. The prospect of reaching a million pounds in revenue, a target he had long aspired to achieve, suddenly felt attainable with the right guidance and framework in place. Julian's journey with The MSP Growth Hub began with some initial overwhelm as he absorbed the wealth of content and ideas presented to him. However, this overwhelm was a positive one, signifying the immense potential for growth and improvement in his business. The planning framework provided by The Growth Hub was a game-changer for Julian. For the first time, he had a structured plan that allowed him to regularly review and update his business goals, a critical component he had been missing. One of the pivotal aspects of Julian's experience with The MSP Growth Hub was the supportive community of like-minded MSP owners. He discovered that the MSP community was remarkably collaborative, with fellow MSPs eager to share their experiences and insights. Julian emphasized the importance of fully engaging with such a program, as the results are directly proportional to the effort invested. The impact of Julian's first year with The MSP Growth Hub was nothing short of remarkable. His business saw significant growth, with a 16% increase in revenue and an impressive 40% boost in net profit. This growth allowed Julian to add 20% net profit and hire three additional staff members. It's important to note that the program also helped identify cost-saving opportunities and leverage R&D tax credits, contributing to the overall success. Julian's approach to sales and marketing also underwent a transformation. He began producing regular newsletters, increased social media engagement, and refined tracking of incoming leads to make smarter marketing decisions. As a result, the business saw an uptick in new leads and improved lead conversion rates. Looking ahead, Julian is excited about the potential to further leverage technology and automation to serve more clients without overwhelming his team. The MSP Growth Hub's guidance and resources have helped him streamline operations, laying the foundation for sustainable growth. Julian's advice to those contemplating joining The MSP Growth Hub or feeling stuck in their MSP journey is clear: fully engage with the program and take the leap. You get out of it what you put in, and the benefits of structured planning, accountability, and a supportive community can be transformative. In closing, Julian Shelley's journey from feeling stuck in his MSP business to reigniting his passion and achieving remarkable growth is a powerful reminder that it's never too late to make a change for the better. His story serves as inspiration for all MSP owners facing similar challenges, showcasing the potential for transformation when you embrace the right mindset and seek support from a community dedicated to your success. So, if you're feeling stuck, remember Julian's story and consider taking the leap to get unstuck and thrive in your MSP journey. Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!

We kick off the episode discussing the power of acronyms and models in sales. Danny and I both love the clarity they bring to complex topics. Danny introduces the concept of a sales model that can be a game-changer for MSPs. BANCOUT is the model designed to make your sales process more straightforward and enable you to communicate your value more effectively to potential clients. BANCOUT stands for Buyer, Authority, Need, Competition, Opportunity size, Unique, and Timeline. By following this model, you can ensure you're consistently driving towards your goal of selling more. We then delve into the world of persuasive language. Danny shares his wisdom on how to persuade effectively without feeling awkward. He draws inspiration from the legendary Jordan Belfort, known for his sales prowess. One key takeaway is the art of smart repetition. Danny explains that in sales, you'll encounter objections, and it's how you use strategic repetition that can persuade customers to come back on your side. By mastering this technique, you can overcome obstacles in your path to selling more. During our conversation, we discuss the common mistakes made by MSPs in their sales conversations. One significant blunder is not documenting crucial information obtained during a conversation. Danny highlights how this oversight can mismanage leads and potential sales opportunities. Another mistake is the failure to distinguish between open and closing questions. Understanding the difference is vital for crafting persuasive language that leads to successful outcomes. These insights can significantly enhance your ability to sell more effectively. Danny also shares an intriguing approach to using email in your sales process. He recommends reversing the traditional sequence of sending emails before calls. Instead, Danny suggests initiating contact with a phone call to establish rapport and build a connection. Once you've established this connection, you can follow up with an email to confirm the discussed points, ensuring transparency in your communication. This approach can help you build trust and ultimately sell more to your clients. Throughout our conversation, we emphasize the enduring importance of human connections in sales. Even in today's digital age, people still buy from people. Danny introduces the concept of the first 15 seconds, highlighting the critical role they play in making an excellent first impression. He emphasizes that during this brief window, a salesperson must be recognized as an expert, enthusiastic, sharp, and relatable. To achieve this, Danny shares his technique of sharing relatable stories in the first 15 seconds of a call. Whether they are minor inconveniences or relatable experiences, these stories help create a personal connection and make you appear more human and approachable, a key aspect of selling more. In conclusion, Danny Boyle has provided us with a wealth of knowledge on selling more effectively by doing less. His insights on using persuasive language, avoiding common mistakes, and building human connections can make a significant impact on your sales performance. If you're hungry for more knowledge on how to sell more confidently and effectively, make sure to check out Episode 119, where we dive deeper into this topic with Brian Gillette. You can also reach out to Danny Boyle via email at [email protected] or connect with him on LinkedIn. For more resources on boosting your sales and marketing performance, be sure to explore our recent Sales and Marketing Masterclass recording HERE Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE And if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Until next time, look after yourself and I'll catch up with you soon!

1. Start at the Top - Plan Your Future Structure: To set your MSP on the path to success, begin with a clear vision of your future organizational structure. Many MSPs start with a flat structure, but as you grow, it's essential to plan where each team member fits in. This strategic planning will help you determine when and who to hire, ensuring that your team evolves in line with your business goals. 2. Set Quarterly Goals and Share Them: Don't just keep your goals to yourself. Share them with your team! Quarterly goals give everyone a clear focus and keep them engaged. Whether you communicate these goals every 30 or 90 days, it's important to ensure your team understands where the business is heading and how they play a crucial role in achieving those goals. 3. Define Your Organizational Values: Your company's values are the essence of your culture. They guide your actions, attract the right talent, and even influence the clients you work with. Make sure your values are clear and prominently displayed. You can use these values not only to reward good behaviour but also to address issues constructively, focusing on the values that weren't aligned. 4. Assess Your Time Management: Stop being busy just for the sake of it. Conduct a time audit to identify tasks that consume your time unnecessarily. Delegate tasks that others can handle, freeing you up for higher-value activities like business development and strategic planning. 5. Communicate a Shift in Focus: When you're ready to change gears and pursue a deliberate growth plan, communicate this shift to your team. Resetting expectations helps redefine what's acceptable within the organization. Remember, what got you here might not take you further; adapt to external factors and evolving market dynamics. 6. Find Your A-Players and Delegate Correctly: Identify your A-players, the enthusiastic and passionate individuals in your team. Nurture them, develop their leadership skills, and delegate tasks to them appropriately. Effective delegation means giving them the bandwidth, defining clear expectations, and allowing them to learn through both successes and failures. 7. Ensure the Right People in the Right Roles: Assess your team's competencies, behaviours, and attitudes. Ensure that everyone is in a role that aligns with their skills and values. A well-structured team with the right people in the right roles empowers everyone to excel and contributes to a happier workplace. 8. Set Expectations and Exchanges: Establish clear expectations for tasks, metrics, and performance. Ensure that both you and your team are on the same page regarding roles and responsibilities. Regularly check in with your team to provide support and guidance, avoiding the tendency to swoop in and take over when things go wrong. 9. Engage Through Regular Communication: Engage with your team through regular stand-ups and one-to-one meetings. Create an open, vulnerable, and collaborative atmosphere where your team members feel valued and heard. Encourage them to provide feedback, share their thoughts, and participate in team-building exercises to strengthen your company culture. 10. Reward and Recognize: When it comes to recognition and rewards, make them personal and meaningful. Tailor your approach to each team member's preferences, whether it's time off, public praise, or other incentives. Recognize and reward those who thrive and provide ongoing training and support to help them continue excelling. Implementing these ten tips will not only supercharge your team but also enhance your MSP's growth potential. By focusing on leadership, communication, and alignment with your vision, you can create a thriving and motivated team that propels your MSP to new heights. If you found this episode valuable and want to dive deeper into topics like team reconnection and more, make sure to listen to Episode 114 - How to Reconnect with Your Team. And if you're ready to take the next step in supercharging your MSP, take the Scale with Confidence MSP Mastery Quiz. This will provide you with insights and guidance tailored to your specific needs. Remember, building a successful MSP is not just about working harder; it's about working smarter and building a team that shares your vision and values. So, take it one step at a time, implement what resonates with you, and watch your MSP thrive. Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!

Here are our top three tips to help you get out of your own way: 1. Be Consistent and Build a Great Simple Plan: We've all heard it before, but consistency is truly the key to success. This mantra applies more than ever in the MSP world. The marketplace can be unpredictable, and technology is perpetually evolving. Focusing on a well-structured plan, being consistent in your approach and staying accountable will set you on the right path. Remember, the beauty often lies in simplicity. You don't always need an elaborate strategy. Sometimes, all it takes is a clear, uncomplicated plan that you adhere to consistently. This combination not only ensures that you stay the course but also provides a clear vision for your team. 2. Be Purposeful and Deliberate Every Day: Every day presents a fresh set of challenges. Some are foreseeable, while others catch us off guard. The trick is to be deliberate in your actions and to be prepared. Avoid the temptation of being reactive. Instead, take a proactive stance. This means being intentional with your daily goals and tasks, ensuring every step you take aligns with your overarching strategy. When we act with purpose, we're not merely responding to situations. We're strategically manoeuvring through them, always keeping the end goal in sight. 3. Build the Best Team That You Can Afford: Your team is the backbone of your MSP business. Their skills, dedication, and passion can propel you forward or hold you back. That's why it's crucial to invest in building the best team your resources allow. Start by mapping out a skills matrix. Understand where each team member is now and where you need them to be in the future. Once you've got this in place, you can identify the training and support they need to get there. Unfortunately, the journey also sometimes means making tough calls. If you find yourself dealing with poor performers, it's essential to address the issue head-on. Either invest time in improving their performance or make the difficult decision to let them go. Negativity and toxicity have no place in a thriving MSP business and can impact the culture, morale and engagement of your wider team In addition to these tips, I suggest tuning in to Matt Newton's story in Episode 150. As an Ex-7 figure MSP business owner, his journey emphasises the importance of connecting to your WHY, and it's a must-listen. Also, Episode 120 with Nigel Moore delves into the ever-important topic of mental health, shedding light on the barriers holding many back. It's a touching narrative that reminds us that it's okay not to be okay. Before signing off, I'd like to extend an invitation. If anything we discussed today resonates with you and you feel you could use a hand or merely wish to chat, do reach out. The intention is not sales-driven but purely to support our MSP community. Whether that means connecting you with other industry giants like Richard Tubb, Paul Green, or Mark Copeman, or directing you to our MSP Growth Hub. Our priority is to help you get the assistance you need, when you need it. Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!

In this episode of the IT Experts Podcast, we had the pleasure of diving deep into a rich conversation with a 7-figure Ex-MSP business owner, Matt Newton. Matt's story isn't just another tech journey. It's an illuminating narrative on the power of Vision, Values, and understanding one's own WHY in the business landscape. Matt is of the firm belief that any tech solution or business model can be exponentially enhanced when grounded in a clear and robust vision. Through our discussion, he shed light on how his own vision, crystalised over time, became the guiding compass for his entire business operation. He shared fascinating insights into how he ensured every facet of his MSP business aligned with this vision, leading to optimised processes, a motivated team, and incredibly satisfied clientele. Yet, a vision alone isn't enough. Matt delved into the importance of Values in his operation – values that aren't merely printed words on office walls but are lived and breathed daily. This ethos, he described, created an environment where both challenges and successes were approached with the same core principles, ensuring consistency and integrity in his business dealings. One of the most touching moments of our chat was when Matt spoke about finding his 'WHY'. He passionately conveyed how understanding why he was in this game, beyond the financial gains, brought clarity and purpose. This deep-seated WHY became a strong foundation, allowing his business not only to withstand challenges but also to evolve, adapt, and thrive in the ever-changing tech landscape. Our conversation, however, wasn't just about the philosophical aspects of running an MSP. Matt generously shared some sterling tips for MSP businesses. We discussed practical and actionable steps, especially for businesses keen on tapping into the potential of technology to gain momentum. He provided a perspective on how the fusion of technology with a clear vision can produce results that are not just efficient but groundbreaking. Our discussion was a testament to the fact that in the fast-paced world of tech, it's not just about adopting the latest trends but understanding how these trends align with one's vision, values, and WHY. When these elements come together, as they have for Matt, the result is a business that is efficient, growth-oriented, and a force to be reckoned with. In conclusion, our chat with Matt Newton offered a holistic view on how a robust vision, underpinned by strong values and understanding one's WHY, can be a game-changer for MSP businesses. For those keen on making strides in this space, and more so for those looking to redefine their path with a renewed perspective, this episode holds invaluable insights. It's a blend of inspiration and guidance, drawing from Matt's journey, and offers a blueprint for others to achieve operational excellence and sustainable business growth. Listen to another of the inspiring stories that we shared in the show, EP111 – Getting Out of Your Own Way – Client Stories Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!

MSP GLOBAL, bought to you by the creators of CloudFest, is an opportunity to join the top leaders in the MSP space to gain the insights and make the connections you'll need to thrive in this constantly changing industry. Soeren talks about some of the headline speakers that will be taking to the stage including Sanna Marin, Former Prime Minister & Head of Government of Finland. It isn't every day that we get to hear about the youngest Prime Minister of Finland making her mark, especially in such a male-dominated sphere. Soeren passionately emphasised how vital such progress is for the MSP industry and how we could all benefit from hearing her insights. This young Prime Minister's journey, where 14 out of her 17 cabinet members were women, is truly inspiring. Soeren highlighted the inclusion of Philip Wisler, former Vice Chancellor of Germany, on the same day's itinerary. As someone deeply involved in the tech realm and invested in numerous cybersecurity companies, his grounded understanding of the tech landscape promises invaluable insights. Our banter took a light-hearted turn when Christian cheekily remarked about having two politicians on stage and the jazz hands that would ensue. But the day's excitement doesn't end there. We also delved into the realm of motorsport, which is the backdrop for this event, and trust me, the names dropped are bound to make any motor enthusiast's heart race. From the Former Head of Motorsport at Mercedes-Benz, Norbert Haug (who signed Lewis Hamilton!), to Martin Tomczyk, a significant figure in German motorsport, the day promises a blend of adrenaline and inspiration. And then, the crescendo – Sir Bob Geldof. For those of us who remember Live Aid, Geldof's influence on the music industry is undeniable. It's exciting to anticipate what pearls of wisdom and tales of his journey he might share with us. As we drew towards the end of our chat, Soeren introduced a topic that resonates deeply with everyone in the MSP Global community: the whistleblower of the Wirecard scandal. The cascading effects of this scandal touched numerous lives, either directly or indirectly. With the recent introduction of the new EU whistleblower law, MSPs have a role in educating their customers, making this discussion crucially relevant. Christian summed it up perfectly. The Wirecard scandal might have been a blemish, but it's an opportunity for learning and growth. And yes, for MSPs, it's also a chance to bridge the gap between requirements and solutions, ensuring compliance with the new regulations around whistleblowing. Now, onto the cherry on top! We're hosting a special prize draw for all our listeners. You have until COB Friday 6th October to enter this draw. We've got some spectacular treats in store, from VIP tickets worth €999 each to exhilarating rides with professional racing car drivers valued at €499 each. Enter the draw through the sign-up form linked in the episode, and you might just be one of our lucky winners. Make sure to mark your calendars – we'll be notifying the winners on Friday 13th October at 10:00. Join us at the MSP Global Event by registering HERE Sign up to enter the prize draw by clicking HERE Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!

Bradley Munday from Uptime Solutions joined us to shed light on the top 5 automations every MSP should be integrating. First and foremost, Escalations. A critical aspect of managing an incident is recognising its journey through the helpdesk. While automating the ticket escalation process is common, Bradley stresses the importance of ensuring your system automatically logs 'who' escalated 'what'. This isn't just about operational efficiency. It's a treasure trove of information that pinpoints individual competencies and highlights areas requiring further training. Up next is Tagging Tickets. With most PSA systems offering ticket tagging features, Bradley highlights the magic of automation here. By auto-searching for specific keywords or setting certain triggers, MSPs can effortlessly categorise incoming work. Beyond simply categorising tasks, this aids in recognising patterns, understanding the type of work being received, and crucially, spotting tickets that might have gone stale or need managerial intervention. The third automation is something MSPs might overlook but is incredibly important – Chargeable Ticket Approval. What should you do when a ticket that ought to be chargeable lands on the desk? Bradley's advice is straightforward – employ automation to ensure that work doesn't commence on such tickets without generating a requisite charge. Our conversation then moved towards enhancing customer relationships through Automated Customer Communication. Bradley believes in empowering technicians to concentrate on core tasks, while the PSA takes on the mantle of follow-ups. By automating communications for tickets awaiting customer inputs or approvals, the desk remains decluttered, ensuring technicians remain sharply focused. Last but by no means least, Bradley talked about the significance of Automated Ticket Routing/assignment. Tapping into the potential of machine learning or AI, he envisions a future where MSPs can more accurately assign tickets to the right engineer or queue. Whether it's leveraging ticket titles, descriptions or data accumulated from previous automations, the goal is clear: get the right job to the right professional. Bradley's insights weren't just an exploration of the current best practices but also a gaze into the future. He envisages a shift in the MSP landscape. As clients increasingly embrace automation, they'll naturally look to their MSPs for DevOps tasks. So, the time is ripe for MSPs to proactively embrace machine learning integrations. As we wrapped up, it became clear that these automations aren't just tools. They're the backbone of an efficient, customer-centric, and forward-thinking MSP. We hope you enjoyed this episode. You can connect with Bradley Munday in his LinkedIn profile by clicking HERE Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!

Our conversation began with Mark recounting his journey from his early beginnings. Mark's passion for technology was evident as he narrated his transition from the video content world to the technological arena. It was this shift that paved the way for him to be an instrumental figure in helping businesses evolve with technology. His core belief is centred on the idea that technology should never be an impediment; instead, it should be a conduit for businesses to thrive. The essence is to ensure that technology complements business operations and aids them in achieving their objectives seamlessly. As our discussion flowed, Mark shared some enlightening insights on the common challenges businesses face today. With rapid technological advancements, it's quite common for businesses to be inundated with tools and systems. The real challenge, Mark points out, lies in identifying which tools genuinely add value and which ones serve as mere distractions. He underscored the importance of a robust strategy that guides the integration of technology with business processes, ensuring the latter isn't hindered. Our dialogue took an interesting turn as Mark brought forth the concept of a 'digital twin.' Essentially, this is a virtual representation of a product, service, or process. This model, Mark asserts, can be a game-changer. By mirroring real-world scenarios, businesses can test and refine their strategies, thereby facilitating better decision-making processes and optimising outcomes. The benefits of such an approach are manifold, from improved efficiency to cost-saving measures. Mark also expounded on the essence of understanding the customer's journey in today's digital age. His experiences have taught him that in the midst of integrating technology, the heart of a business – its customers – must not be lost. A technology that doesn't understand or cater to a customer's journey will likely fall by the wayside. Mark's astute observation is a testament to his innate understanding of the market dynamics and the imperatives of ensuring customer satisfaction. Towards the end of our conversation, Mark emphasised the need for businesses to be agile, adaptable, and receptive to change. He quipped that in the ever-evolving technological landscape, resting on one's laurels is not an option. Continuous learning, he suggests, is the only way forward. As we wrapped up, I was left marvelling at the depth and breadth of Mark's insights. Our conversation is a testament to the power of technology when wielded correctly and the boundless possibilities it holds. For any business enthusiast or professional looking to harness the full potential of technology in their operations, this episode promises a wealth of knowledge. We hope you enjoyed this episode, and we suggest that you listen to this as many times as you can to get all the value that this episode offers. You can connect with Mark Copeman in his LinkedIn profile by clicking HERE Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!

Stuart and I embarked on an enlightening journey through the power of a Call to Action (CTA) in the realm of MSP marketing. What We Unpacked: 1. The Essence of CTA: Stuart kicked off our discussion by highlighting how CTAs aren't just mere buttons or links; they're the pivotal connectors between content and action. He metaphorically described the absence of a CTA as "shooting blanks", emphasizing the missed opportunities when we don't guide our audience. 2. Deciphering the Sales Process: Stuart shared a valuable perspective on the sales journey. He reminded us that it isn't always about sealing a deal instantly but often about nudging the audience towards the next logical step. 3. Fine-tuning your Message: We touched upon the importance of specificity in communication. Once an individual shows an inclination, like downloading a resource, it's a cue for us to hone our messaging. Stuart elaborated on the power of platforms like CRM systems in this process. 4. Guiding Potential Customers: Our discussion took a deeper dive into the sales funnel's intricacies. We mused on the scenario where there's a deluge of content at the top, but a gaping void in the middle, indicating a content deficiency. 5. Simplicity is Key: Stuart shared a resonating mantra: "keep it simple". Instead of juggling various elements simultaneously, he urged to focus on one business pillar at a time, ensuring a systematic approach throughout the sales funnel. 6. The Power of Consistency: A theme that recurred in our conversation was consistency. Whether reaching out daily, weekly, or monthly, consistency in messaging, combined with compelling CTAs, can yield significant results. 7. Direct Messaging Campaigns: We shifted our attention to direct messaging campaigns and their role in amplifying outreach. With platforms like LinkedIn, Stuart and I concurred on the approach: don't hard sell, but educate. In conclusion, this episode was a testament to the transformative power of CTAs in MSP marketing. Don't forget about our 'The New Business Advantage Blueprint', a guide aimed at streamlining the intricate marketing process into seven actionable steps. Download the New Business Advantage Blueprint PDF HERE We encourage all of you to keep sending in your questions as we love to answer them on this series So, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes. Connect with me on LinkedIn and see what I'm up to by clicking HERE You can also connect with Stuart and see what he is up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!

The inspiration for this episode came from a recent event in our Growth Hub, where one of our accountability pods opened up about feeling overwhelmed by a series of changes in his business and personal life. Stuart's questioning in the pod helped him to share his feelings, which resonated with other members in the group, leading to a wave of support. The message of this episode is that everyone in the IT channel and MSP business has been through these feelings of isolation and stress at some point. It's okay not to be okay. However, sitting in a darkened room, waiting for things to get better on their own is not the solution. In fact, it can make the situation worse. So, how can you find support and overcome these feelings of isolation? Find an Accountability Buddy: Seek out someone outside your immediate family who can listen to your problems, provide support, and hold you accountable. It's essential to have someone who can listen and give you a fresh perspective. Join a Community: The IT channel and MSP channel have several communities that can provide support, advice, and a platform to connect with other business owners who share your experiences. Whether it's our Growth Hub, Tech Tribe, CompTIA, or other vendor groups, join a community where you can ask questions, share experiences, and learn from others. Take Action: Once you've sought out support, it's essential to set a new direction for your business. Decide where you want to go, commit to a plan, and take action. Making mistakes is part of the process, so learn from them, reset, retest, and review as you move forward. Enjoy Yourself: Remember, the ultimate goal is to have fun, make memories, and build a sustainable business that works for you. I also encourage you to listen to Episode 120 of the IT Experts Podcast, where Nigel Moore from the Tech Tribe and I discuss "It's OK not to be OK." This episode ties in perfectly with the theme of this podcast and offers more advice on how to overcome feelings of isolation. Finally, if you need to talk or want to have a chat, don't hesitate to reach out to me on LinkedIn. Send me a message, and let's have a conversation. Remember, you are not alone. Many MSP business owners have been where you are, and there is support available to help you navigate through the challenges. Take action, seek support, and enjoy your business journey. We encourage all of you to keep sending in your questions as we love to answer them on the Ask Stuart series. So, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes. Connect with me on LinkedIn and see what I'm up to by clicking HERE You can also connect with Stuart and see what he is up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!

Julie shared the BIN model, which is designed to help you navigate difficult conversations with elegance and ease. The emphasis is on understanding and respecting the needs of both parties involved, creating an atmosphere for a win-win outcome. When you focus on what you need rather than what you dislike, you reduce the chance of pushback and pave the way for a more constructive conversation. We delved into the importance of delegating within a flat structure, where many report into one or two individuals. Delegating isn't a sign of weakness or an admission that you can't handle everything yourself; it's about recognizing the talents and aspirations of your team members. The right conversation can uncover hidden potential, fostering growth within your team and freeing you from unnecessary burdens. Julie also provided insights into having a conversation about the conversation. It's not about reacting in the heat of the moment, but rather stepping back to respond thoughtfully. We talked about taking a dissociated perspective, like watching ourselves on TV, and discussing our interactions calmly. This approach can lead to more honest, open, and productive dialogues. Our conversation also explored the relationship between human behaviour and leadership, how to build better connections at work, and how to translate those skills into more harmonious relationships at home. In our lively conversation, Julie emphasised the importance of not letting conflicts fester. Her insights on communication were eye-opening and packed with actionable advice that I believe will benefit many of you. The key takeaway from this episode? Communication isn't just about talking; it's about truly understanding one another and finding common ground. It's about transforming what might otherwise be difficult conversations into simply, conversations. If you'd like to learn more, don't forget to check out Episode 127 on the art of daring to delegate and supercharging your team. We hope you enjoy this episode as much as Julie and I enjoyed this conversation, we almost did not want to stop! Here's where you can watch our recent Leadership Masterclass. Just click HERE And here's where you can listen to Episode 127 - Daring to Delegate – The Art of Supercharging Your Team. Simply click HERE We encourage all of you to keep sending in your questions as we love to answer them on the Ask Stuart series So, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes. Connect with me on LinkedIn and see what I'm up to by clicking HERE You can also connect with Stuart and see what he is up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!

We dive deep into understanding how to get the right people in the right roles and encouraging them to perform at their optimal best. One of the key points we discussed was the significance of communication, especially when setting expectations. We explained how businesses looking to grow and implement new technologies need to effectively communicate the implications of these changes to their staff. We stressed the importance of aligning expectations with the individual roles of team members, be it in projects, help desk, finance or other roles. We also highlighted how these expectations should translate into concrete Key Performance Indicators (KPIs) and targets. A vital part of setting KPIs is continuous tracking and evaluation. We discussed the role of dashboards and other technologies like Brigade in giving visibility of KPIs and performance on the help desk. Such tracking should be done at various levels - individual, team, and company-wide - at different intervals. This process keeps everyone on the same page regarding performance and helps identify areas of improvement. Reward and Recognition (RNR) is another significant aspect we discussed. We emphasised that recognising the team or individuals' achievements isn't just about handing out bonuses. It's about making them feel valued and appreciated for their contributions. By doing this, you encourage a positive performance culture and boost your team's morale, which is vital for business growth. Stuart highlighted that when you have the right people in the right roles, communicate effectively about their responsibilities, and provide clear measures of success, you're halfway there. The remaining half involves recognising and rewarding them collectively and individually, which is key to getting your team to perform successfully. The next point was about how such an environment boosts employee engagement. When people are aware of what winning looks like in their roles, they derive job satisfaction. They wake up with an intent to win, solve problems, and help others, and this leads to higher job satisfaction. To cap off this insightful session, we pointed our listeners to our resource, the "Create More Time Formula." This document will help you optimise your time, which starts with understanding where your time is going and where you should apply it. This, in turn, puts you in a powerful position to optimise your staff and, ultimately, the productivity of your business. We hope you found this episode valuable and are looking forward to our next episode in the series. Until then, take care and keep those questions coming! Download the Create More Time Formula PDF HERE We encourage all of you to keep sending in your questions as we love to answer them on this series So, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes. Connect with me on LinkedIn and see what I'm up to by clicking HERE You can also connect with Stuart and see what he is up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!

Trevor stressed the importance for MSPs to have the right products to meet their customer's needs, which enable them to deliver on the promises made. As we broke down the technical jargon, it became clear that underwriters are not tech people...so it may be worth considering a specialist provider with experience in the IT sector to ensure you and your clients receive the correct cover. During our conversation, we touched upon the topic of the importance of how compliance and the potential future of regulation for MSPs could actually help protect your business. We also explored how these accreditations like ISO could enhance the reputation of a business, attracting larger clients and demonstrating the organisation's cyber maturity. We echoed the sentiment that training clients on cyber threat awareness, such as recognising phishing emails, is not only about protecting our businesses but also about reducing the human-error factor - a key factor in a significant percentage of cyber-attacks. We answered a couple of questions from our listeners. One of them concerned the 'act of war' exclusion in cyber insurance policies. Trevor provided clarity, explaining that different policies carry various exclusions depending on the type of attack. We also explored the differences between referring to a cybersecurity event as an 'incident' versus a 'breach.' Trevor explained how this terminology has evolved with the changing landscape of claims and the growing prevalence of fraud and ransomware attacks. We also discussed what to do in the event of a cyber 'incident'. Trevor emphasised the importance of verifying whether a client has cyber insurance before intervening in their systems, as premature action could inadvertently void their insurance policy. It was a thought-provoking conversation filled with value bombs and essential tips for all MSPs. If you want to protect your business, I recommend you give it a listen. If you want to reach out to Trevor, we've shared his contact details in the show notes. If you want to continue the conversation with Trevor, connect with him through his LinkedIn HERE Connect with me on LinkedIn and see what I'm up to by clicking HERE You can also connect with Stuart and see what he is up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!

Marketing is often described as the 'holy grail' of being able to scale your MSP effectively. Deep down you know you need a Sales & Marketing engine in your business, one that will provide a steady flow of leads so that the business can grow consistently...but you've tried several different tactics, and nothing seems to work. If this sounds familiar, you'll want to give this episode a listen! We kick off by discussing the shift in customer behaviour, brought about by our digital-first world. Stuart highlights the importance of consistent touchpoints with potential clients, explaining that it now takes up to 37 points of contact for a prospect to feel comfortable making a purchasing decision, up from 6 or 7 in the pre-internet era. We also discuss the complexity of selling technology services due to the lengthy sales cycle, acknowledging that the lag between initial interest and purchase readiness, can extend from weeks to years. The key to keeping potential customers interested during this period is through a consistent nurture strategy. Stuart emphasises the importance of guiding potential customers through the sales funnel, from initial awareness to active consideration, which requires relevant and engaging content. Creating this compelling content, we understand, can be challenging. Your messaging needs to align with the pain point your ideal customer has,and give them a reason to believe that your business can solve their problems. Your business only becomes relevant when potential customers are convinced that you can help them. Therefore, the content should focus less on what your products and services are and more on the problems they can solve or the solutions they enable. To wrap up, Stuart and I talk about measuring performance and understanding what good and bad results look like, summing up that you need to know your audience, understand their problems, package your services accordingly, and measure your success based on these factors. As a special resource for our listeners, we're offering the New Business Advantage Blueprint. This tool guides you through the steps needed to create a simple but effective funnel that will generate the right leads for your business. If you want your question to be answered right here in the Ask Stuart series submit your questions HERE Download the New Business Advantage Blueprint PDF HERE Connect with me on LinkedIn and see what I'm up to by clicking HERE You can also connect with Stuart and see what he is up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!

Stuart began our conversation by acknowledging a familiar scenario. Many MSPs feel like superheroes, swooping in to save clients who reach out to them directly. Yet, he highlights the need to evaluate the cost of these 'rescue missions', both in terms of time and potential revenue lost. You could be unknowingly spending substantial chunks of your day on £10 or £100 tasks, while your attention should be focused on high-value £1000 tasks that significantly contribute to your business's growth and profitability. So, how do you rectify this situation? Stuart offers practical, actionable advice: set up auto-responses for emails and voicemails directing clients and suppliers to the appropriate teams, thereby managing their expectations. Crucially, he emphasises the need to make yourself less accessible to avoid unnecessary disruptions that can eat into your day. But, managing client interactions is just part of the equation. Stuart underlines the importance of conducting a time audit. By understanding where and how you're spending your time and distinguishing between £10, £100, and £1000 tasks, you can get a holistic view of your workday. Once you have this awareness, you're in a prime position to delegate the lower-value tasks, freeing up your time for higher-value strategic undertakings. Additionally, Stuart recommends training your clients and staff to interact with the right teams, not just you. Establishing and reinforcing these boundaries is crucial in ensuring you spend your time most productively. Stuart guarantees that with these strategies, you're likely to uncover an extra day or even two in your week to focus on developing and expanding your business. In this episode, we also had an exciting announcement for our listeners. As part of the Ask Stuart series, we're actively seeking questions from you. If there's a pressing MSP-related question on your mind, we invite you to submit it via the link in the show notes. You have the option to remain anonymous, and we will answer your queries in future episodes, providing tailored advice to assist in your MSP journey. Towards the end of the discussion, we highlighted one of our valuable resources: the Create More Time formula. Stuart explained that this potent formula, developed over years of experience, is designed to help you create more time in both your professional and personal life. It is a brief, straightforward read that, when adopted, can revolutionally change how you manage your time, boosting productivity and job satisfaction. This enriching episode of the 'Ask Stuart' series provided a wealth of insights from Stuart, serving as a guide to optimising your time management strategies as an MSP. We are eagerly looking forward to continuing this series, answering your questions, and sharing actionable advice to help you drive your MSP business to new heights. Submit your questions HERE Download the Create More Time Formula PDF HERE Connect with me on LinkedIn and see what I'm up to by clicking HERE You can also connect with Stuart and see what he is up to by clicking HERE To join our amazing Facebook Group of over 300 MSPs where we are helping you Scale Up with Confidence, then click HERE Until next time, look after yourself and I'll catch up with you soon!