MSP Business School
MSP Business School
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A podcast geared to Technology Service Providers where we bring you strategies and tactics to grow your business and build a winning culture.
This podcast helps MSPs and MSSPs "s accelerate their business through strategies, tips, and tactics to drive sales, marketing, and account management.
Join our hosts Brian Doyle, Tim McNeil, and Robb Rogers every Thursday!
Available episodes
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Oldest first
Nov 28, 2023
Jake Carroll - Co-Managed Prospecting
Show Website: https://mspbusinessschool.com/
Guest
Jake Carroll https://www.linkedin.com/in/jake-carroll-3855977/
OSR Manage https://osrmanage.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
00:30:00 Robb kicks off today's podcast with a warm introduction to our special guest, setting the stage for the insightful conversation ahead. As we dive into the world of co-management, Robb sheds light on the unique challenges that come with it.
00:03:49 Sharing his own experiences, Jake chimes in with valuable thoughts and practical insights on overcoming hurdles. Robb also shares his personal strategy for effective co-management with IT professionals.
00:07:10 Jake stresses the significance of understanding people's preferences, aspirations, and capabilities. Unpacking the crucial concepts of capacity and capability gaps, he highlights the need to identify these gaps, ensuring clarity about roles and responsibilities.
00:10:33 Jake emphasizes that ‘story telling” is a key. He emphasizes that knowing the challenges your prospects face and demonstrating how you can bridge those gaps, coupled with compelling storytelling, is a recipe for success. Naturally, he goes on to share some tried-and-true tips.
00:14:08 Talking about business risks Jake enlightens us on potential pitfalls that could lead to failure. He places importance on discussing risk mitigation and high profitability with both IT professionals and business owners alike, advocating for a proactive approach to success.
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Nov 21, 2023
Carrie Richardson - MSP Makeover
Show Website: https://mspbusinessschool.com/
Guest
Name: Carrie Lyn Richardson https://www.linkedin.com/in/carrielynnrichardson/
Company: Croocial https://www.linkedin.com/company/croocial/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
0:1:41 Carrie kicks off the podcast by talking about how she and Robb first met. She also talks about herself, her work experience, and how she started working in the MSP industry.
00:4:59 Carrie describes her company, Croocial. She tells the story of how the company began, talks about the tough times and the good times it had during the pandemic, and explains why she decided to start making podcasts.
00:13:35 Robb asks Carrie about the MSP makeover. Carrie explains in detail what it is, how it's making a difference in the community, and talks about its significant impact on vendors.
00:17:10 Carrie outlines the qualifications required for the MSP makeover. She gives a detailed overview, talks about what vendors will do, shares the topics they'll cover, and explains how to succeed in this new project.
00:20:00 Robb raises the question about the pre-preparations leading up to the podcast recording. Carrie shares insights into the meticulous groundwork essential for crafting engaging and impactful podcast episodes.
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Nov 14, 2023
Dan Adams Business Success is a Team Sport
Show Website: https://mspbusinessschool.com/
Guest
Name: Dan Adams https://www.linkedin.com/in/danielericadams/
Company: Up-Skill.com
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
00:1:25 Dan starts by talking about his work history in the industry. He shares about the different jobs he's had in well-known companies. He talks about the important changes he's seen happen in the tech industry during his time working.
00:3:30 Brian talks about Dan's book, "The Tech Nerds Guide to Career Success," explaining what it's mainly about and how it helps people with their jobs. He also talks about the forum Dan is running, where important people in the tech industry can talk about and solve difficult problems they face.
00:5:50 Dan looks really closely at the main problems that Managed Service Providers (MSPs) often face. He talks about the mistakes they might make that could hurt their businesses. Dan gives clear examples to explain these problems and then suggests practical ways to fix them. He says how important it is for MSPs to be professional, good at technical stuff, and have good people skills because these things really affect how successful they can be in the industry.
00:15:08 Tim starts talking about how important it is to have good ways of doing things and making plans to make a business successful. Dan says that the most important thing for making progress is people being ready to change and learn new things. He explains that it's really important for everyone in a company to think in a similar way and be open to new ideas, saying that being ready for change is key to doing well.
00:18:12 Dan talks about how being a good leader and taking responsibility are really important in a company. He says it's crucial to tell employees exactly what's expected of them. Dan explains the difference between just being the boss and taking real responsibility. He says it's really important for everyone to have the same goals and understand what's expected so that the work can go smoothly and the team can work well together.
00:21:28 Dan elaborates on a prevalent misconception within tech companies regarding hiring practices. He addresses the fallacy that solely assembling a proficient tech team guarantees a company's success. Dan goes further into this idea, explaining that there are many other important things a company needs to do to be successful besides having a skilled tech team. He talks about all the different parts that are needed for a company to do well, not just having good tech people.
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Nov 7, 2023
Its time for IT Nation and Brian's PitchIT Finals
Show Website: https://mspbusinessschool.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
1:09 Robb starts the podcast enthusiastically as he mentions that both companies, OSR and vCIOToolbox, are attendees for IT Nation.
4:40 Robb commends Brian for his improved 30-second pitch and expresses pride in his progress in delivering a concise message. Brian then discusses the challenges of crafting a 30-second pitch and how he improved through the PitchIT program.
6:11 Brian talks about his journey from avoiding self-promotion to becoming more comfortable with it. They discuss the benefits of receiving constructive criticism and the importance of embracing it to grow.
12:43 They discuss the impact of PitchIT and how it has helped them refine their pitches and brand messages.
15:02 The hosts encourage listeners to attend the PitchIT competition at IT Nation and witness vendors' well-crafted 30-second pitches.
19:44 Brian delivers a short and concise pitch for vCIOToolbox and asks for the audience's support in the competition.
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Oct 31, 2023
Ian Garrett - Do you know where your data is?
Show Website: https://mspbusinessschool.com/
Guest
Name: Ian Y. Garrett https://www.linkedin.com/in/ianygarrett/
Company: https://www.phalanx.io/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Ian Y. Garrett is the CEO and co-founder of Phalanx, and was formally a US Army Cyber officer as well as a data scientist in the defense sector. He combines his operational knowledge with his PhD research to bring unique insights to the intersection of artificial intelligence & cybersecurity.
1:49 Ian Garrett, our guest today, takes a moment to introduce himself and give us a peek into his journey into the industry. Ian also talks about data loss prevention solutions, offering us his professional insights and thoughts on these products.
9:24 Ian highlights the prevalence of AI automation tools in the data loss prevention landscape. He sheds light on the dual-edged sword these tools represent, as they empower both defenders and attackers. This discussion underscores the significance of incorporating automation into your defense and security strategies, emphasizing that relying solely on human efforts is akin to starting a losing battle.
13:00 Tim raises a pivotal question about integrating AI effectively. Ian advocates for a focus on automation over AI, pointing out that sometimes, it's the automation itself that holds the key, without the need for AI complexity. He strongly emphasizes the importance of reducing or eliminating human involvement within the system as a critical step to mitigate or prevent data loss.
18:00 BBrian discusses the nuances of risks and de-risking and turns to Ian to explore his approach model, particularly for those individuals who may not be well-versed or deeply invested in the nuances of AI.
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Oct 24, 2023
Bigger than Fire, AI and You!
Show Website: https://mspbusinessschool.com
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
2:19 Robb kicks things off by discussing how you can really get into AI, and he suggests using Chat GPT. He goes on to explain how simple yet incredibly valuable AI can be, saving you a ton of time. However, he also highlights a common stumbling block - improper use of prompts that hinders many from harnessing AI's full potential.
8:05 Tim raises a valid question about the downsides of systems like ChatGPT, and Robb addresses some of the issues and limitations he's come across. Robb also mentions that many companies are working on developing their own private AI models to avoid some of these pitfalls.
14:52 Tim brings up the topic of AI regulation, expressing his concern about the lack of regulation in this field. He points out that this is indeed a complex issue. Robb offers an example of how AI, like ChatGPT, could potentially claim ownership of content you've worked hard on. Brian chimes in and talks about the challenges in regulating AI and its effects.
17:01 Brian shifts the conversation to deepfakes, noting their incredible yet somewhat unsettling potential. Robb agrees with Brian and mentions examples like Descript and D-ID AI, which he found to be impressive.
19:16 Brian then looks ahead to the future of AI. Robb shares his insights, anticipating significant AI developments in the next two years, such as AI making prospecting calls. Tim adds that he envisions a future where we can have meaningful conversations with AI, where they assist people, gather reactions, handle objections, and even train individuals.
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Oct 17, 2023
When 1 + 1 equals 3 The Tale of Teal with Don Gar and Reid
Show Website: https://mspbusinessschool.com/
Guest
Gar Whaley linkedin.com/in/garwhaley/
Don Sauer linkedin.com/in/donsauer
Reid Johnston linkedin.com/in/reidjohnston/
Company: TealTech tealtech.com
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Don Sauer
Took a more direct path to acquiring nearly 35 years of IT expertise. It began in the US Navy, where he first worked on computer-controlled weapons systems.
From there he amassed diverse IT experience in every kind of industry and organization, public-sector and private, startup to large-scale enterprise. Each presented unique challenges and allowed Don to develop a rare diversity of perspectives when it comes to designing and deploying IT solutions, and it never obscured Don’s focus on learning what’s best for a specific business, agency, or organization.
Gar Whaley
Gar Whaley, Aligned cofounder, always knew he wanted to run his own business. As technologically savvy as he is today, he honed his customer-centric business philosophy in the restaurant industry. Though he found satisfaction in owning a successful franchise, this experience introduced him to computer systems. Gar realized how beneficial appropriate IT solutions could be for other small businesses. This realization led him into the technology sector over 25 years ago, during the dot-com boom.
Reid Johnston
TechGen Consulting, Inc. was founded by Reid in 2000 as a sole proprietorship and later incorporated in 2002. Before starting TechGen, Reid worked as a web application developer, with a passion for problem-solving and working with people.
A technology enthusiast from a very early age, Reid dismantled and rebuilt computers before finishing elementary school. He holds a Bachelor of Science degree in Entrepreneurial Management from the Carlson School of Management at the University of Minnesota.
1:33 Gar Whaley kicks things off by sharing how he, Don, and Reid started working together and what their current projects are. Then, Reid speaks on why choosing to merge was a game-changer, not just for him personally but for their company too. And Don chimes in, explaining how their teamwork is a win-win, allowing them to serve their clients even more effectively."
12:05 Tim throws a curveball, asking, "What caught you off guard during the merger?" Don doesn't hold back and spills the beans about a client bailing just four days before the settlement. It was a gut punch, but thanks to their strong bond, they saw it as a mere speed bump on their journey.
16:33 Reid chimes in with his response to Tim's query. He admits that navigating the varying communication styles and practices between their merging companies posed a real challenge. They knew it would be par for the course, but they're committed to smoothing out these wrinkles as they move forward.
18:10 Gar delves into why and how their merger hit the bullseye. The fact that they had remarkably similar tech stacks and product offerings was a major win. What's more, sharing nearly identical core values, makes the merger feel like a walk in the park.
23:29 Reid gives a bit of advice to those who are planning on doing a merger or acquisition to have partners you can trust. Gar says that having an entrepreneurial mindset is also one of the keys which Brian agrees.
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Oct 10, 2023
Frank Raimondi and Matt Koenig - Nodeware Great Compliance Starts with Identifying your Vulnerabilities
Show Website: https://mspbusinessschool.com/
Guest
Frank Raimondi linkedin.com/in/frankraimondi
Matthew Koenig linkedin.com/in/mkkoenig
Company: Nodeware® https://nodeware.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
2:23 Matthew shares how he started his MSP journey. Interestingly, he was in a band before and even played for Disney! He shares that similar to a lot of people in the industry, he also started as a salesperson and he kind of drifted to specializing in MSP. Frank also shares his background and experiences with some notable companies such as Apple, Intel, and more.
13:30 Matt and Frank discuss their integration with vCIOToolbox.
17:31 Frank discusses the concept of Cyber hygiene and how it relates to compliance and GRC. He simplifies the idea of cyber hygiene, emphasizing its relevance to anyone navigating the digital landscape. He also talks about vulnerability management.
19:48 Brian addresses the impacts of the changes on the end user. He observes that in the current landscape, there's a noticeable shift in emphasis, with cyber liability taking center stage over the traditionally dominant concerns related to regulatory adherence and compliance. This shift reflects a growing recognition of the evolving digital risks and the increasing need to address them comprehensively.
22:12 To wrap up the podcast, Brian provides valuable insights into the functionality of vCIOToolbox and explains how its seamless integration with Nodeware can bring significant benefits to end users.
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Oct 3, 2023
Roundtable - Making the Shift from Owner-Led Sales
Show Website: https://mspbusinessschool.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
2:11 Tim kicks things off by mentioning that there are various paths to making a transition. He then shares a story about how he and Robb got their transition journey underway, offering some friendly advice on how to go about hiring more folks and what initial steps you should take when thinking about making a switch. Afterward, Robb chimes in on Brian's question about the ideal timing for bringing in a sales rep, pondering whether it's best to do it before you commit to a transition or afterward.
8:57 When talking about sales reps, Tim points out that if someone's doing well within the MSP community, they really know their stuff. However, he also emphasizes that it's not a one-person show. Having a solid sales engineer and a good process working behind the scenes is just as important.
11:00 When Brian reflects on the most memorable onboarding experiences, he fondly recalls receiving gifts, but what stood out was that these gifts weren't just for the new sales reps themselves—they were actually thoughtful gestures for their spouses or partners. He also brings up some other awesome practices that he found really valuable during onboarding.
16:00 Robb jumps in and gives a full list of what to do and how to properly onboard a new sales rep. Brian and Tim add their two cents by sharing one of their memorable experiences.
20:00 Returning to the key question about shifting towards owner-led sales, Brian explains that having a great sales rep has a direct impact on your sales. It's crucial to consider how these reps communicate with the team, their people skills, and how they handle interactions with others, as this reflects how they treat your company's customers.
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Sep 27, 2023
Bobby Jacobs – Meet your customers where they live
Show Website: https://mspbusinessschool.com/
Guest Name: Bobby Jacobs https://www.linkedin.com/in/bobbyjacobs/
Company: Thread https://www.getthread.com/about-us
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Bobby Jacobs is the Head of Growth at Thread. It has previously sold refurbished HP products on AIM. Prior to Thread, Bobby was an early employee at Liongard where he helped MSPs increase their security, efficiencies, and profit. Bobby is also the 2nd Grade Biggest Smile Winner.
3:15 – Bobby tells us more about himself and how he ended himself in the strange world of MSP. He loves the MSP space. When he was first at Liongard, he introduced many of his friends to the MSP space. He is also an undergraduate entrepreneur. He was looking for his next opportunity, and a mentor of his knew a person who owned a company in Houston that resold and refurbished IT hardware. For around 30 years, this company has been reselling compact items.
7:48 – Brian claims that all of them have specialized knowledge and are mostly attempting to teach a person how to fish out here. He adds that he, Robb, and Tim were all from that area and that he sought to take what little of it they accomplished and figure out a way to share it with others.
8:45 – Tim emphasizes that there are a lot of vendors in the space that came specifically from the MSP world. He also states that they do not need to begin in the MSP community, but it does make the transfer into the vendor market much easier.
14:46 – Bobby states that he was been really cool about what happened a year ago now. They held a weekend hackathon to begin utilizing open AI, which generated discussion. As a result, they developed the first iteration of their automated time input application and gave their AI service the name co-pilot.
20:34 – Brian indicates that the applications are endless. Robb and Tim have discussed it from a sales perspective. He also says that they are investigating how they may help with investigations by understanding the responses that have been supplied globally.
21:25 – Robb places a bet with Bobby for the first time in years that there will be more AI firms with cybersecurity concepts out there, and that vendors with AI front and center will outnumber vendors with cybersecurity front and center.
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Sep 19, 2023
Karla Reffold (Orpheus Cyber) - Is your vendor ready to a Cyber Event
Show Website: https://mspbusinessschool.com/
Guest Name: Karla Reffold https://www.linkedin.com/in/karlareffold/
Company: Orpheus Cyber https://orpheus-cyber.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Karla is the COO of Orpheus Cyber. Orpheus is a threat intelligence company with a SAAS platform that helps organizations manage their own risk, and that of their third parties, with an easy-to-understand cyber risk score. Prior to joining Orpheus, Karla founded the international recruitment business, BeecherMadden before overseeing their acquisition by Nicoll Curtin. As a Director for Nicoll Curtin, she expanded the company further before moving to the US to accelerate the growth of the American business.
2:55 – Karla shares her background and how…
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Sep 12, 2023
Nick Wolf Evo Security Access Required
Show Website: https://mspbusinessschool.com/
Guest
Name: Nick Wolf https://www.linkedin.com/in/wolfnick/
Company: Evo Security https://www.evosecurity.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Nick is the Director of Partner Acquisition at Evo Security, an Identity and access Management vendor for MSPs and MSSPs. Previously he worked at Datto for 9 years as one of their first employees and helped grow the company from being a startup to a successful exit of over $1 Billion. He also helped launch SKOUT Cybersecurity, an XDR vendor for MSSPs that was later acquired by Barracuda Networks in 2021.
3:31 Nick Wolf opens up about himself. He shares that he’s been in the MSP industry for 13 years and he started way back in high school. He also talks about wh…
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Sep 6, 2023
Have you Mastered your Sales Pitch
Challenge: We’d love to hear your pitches! If you can, send us a video of you, and let’s have a pitch dissection series here at MSP Business School!
Show Website: https://mspbusinessschool.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
2:56 Brian introduces the topic of how to make elevated and effective pitches for MSP. Robb offers his perspective on the matter saying he has an advantage on this, given that their company offers a product that formulates concise 30-second pitches for clients. Nevertheless, he emphasizes that the dynamic changes when you're under the pressure of a ticking timer, underscoring the critical importance of preparedness and diligent practice.
4:30 Brian reflects on his past experiences in delivering sales pitches, pinpointing the challenge of…
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Aug 22, 2023
Sales Trend Insights with Allison Trisko and Charlie Farris
EP 165 - Sales Trend & Insights with Allison Trisko and Charlie Farris
1:15 Robb introduces the two guests, Charlie and Allison. They are both from OSR Manage.
1:58 Charlie talks about how Managed Service Providers (MSPs) can contribute to the efficient operation of a business. He also gives an example of how club members get membership in exchange for “protecting Member data" which indicates the importance of maintaining the privacy and security of sensitive member information. Since club members invest a significant amount of money for their membership privileges, it's crucial to safeguard their data and ensure a secure environment.
4:35 Tim pitches in and says there is a potential role for MSPs in the business, e.g., golf course. Even though colleges or universities might not be the primary targets for MSPs, it's still valuable for MSPs to explore opportunities in such diverse industries.
9:23 Tim highlights the growing acceptance of co-management, drawing parallels between in…
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Aug 9, 2023
MSP Marketing Made Easy with Taher Hamid
Show Website: https://mspbusinessschool.com/
Guest
Name: Taher Hamid https://www.linkedin.com/in/taherhishamhamid/
Company: MSP Camp https://msp-camp.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
3:45 - Taher Hamid introduces himself. He talks about how they started with three people but now they have over 28 staff in a state-of-the-art building with amazing facilities.
6:53 - Robb asks about the number one mistake made during his first year. His biggest mistake, he says, was not learning enough. He also discusses how long it took him to land his first major client. Taher further explains how producing relevant content and attending various events may help with marketing.
10:18 - Taher discusses the MSP Camp and how helpful it would have been if he had kn…
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Aug 1, 2023
Jake Gregorich – Integrating Cultures in M&A
Show Website: https://mspbusinessschool.com/
Guest Name: Jake Gregorich https://www.linkedin.com/in/jake-greg...
Company: Lyra Technology Group https://lyratechgroup.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Jake oversees revenue generation for one of the largest and fastest-growing IT service companies in the country, Lyra Technology Group, An Evergreen Services Group Company. In just five years, he went from an entry-level copier and IT salesperson to head of sales of an enterprise-size MSP which is on pace to double in size in 2023. He shares his experiences and learnings from that journey with his team and partner companies to help them achieve their growth goals.
02:13 – Jake, who is acquainted with someone at Pepsi Co, shares his journey through their mana…
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Jul 25, 2023
Brian Hoppe - Why your Business Needs a Coach
Show Website: https://mspbusinessschool.com/
Guest Name: Brian Hoppe https://www.linkedin.com/in/brianhoppe/
Hosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Brian Hoppe has been part of the Managed Services industry since the early 2000s. He earned both his Bachelor’s and MBA from Baylor University.
For over 20 years, Brian has worked in multiple MSPs and has bought and sold multiple MSPs. He’s been everything from a technician to Ops Manager to CFO to CEO. He has grown multiple MSPs to over $5 million in revenue and managed MSPs in excess of $15 million in revenue. Brian has a thorough understanding of all the ins and outs of running a highly successful MSP. But more importantly, he understands how to help MSP leaders get the most from their business. His…
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Jul 18, 2023
Meet your customers where they live with Chris Dix
Guest
Name: Chris Dix https://www.linkedin.com/in/thoughtpost/
Company: ChatStyle.ai https://chatstyle.ai/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Chris Dix is the founder of ChatStyle, a software company based in Charlotte, NC, that provides chat and automation solutions for MSPs and their customers. Chris has over 20 years of experience developing software and is a former Microsoft MVP. He is also an author and has spoken at conferences for Microsoft, O'Reilly, ConnectWise, and MSPGeekCon.
3:10 Chris gives an overview of how he started doing MSP. He is a software developer and this gives him the skill set needed in working for MSP. He also discusses what truly is his drive for joining MSP and the challenges he wanted to overcome.
5:15 Brian mentions that there are a l…
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Jul 11, 2023
Summer Selling Strategies
1:35 – Tim claims that OSR has been similar, with pipeline participants participating but without necessarily being present. According to him, this trend started last year and has intensified this year. Although there are methods to get around this, he thinks that more people are taking vacations this year than last. The prolonging of the time until closing is more likely a sign of unwillingness to depart than a lack of engagement.
4:25 – Robb explains the cyclical nature of MSP deal closings, indicating that they can speak to fewer decision-makers during the summer months, but they do require to have more time for longer conversations. This shift in prospecting may result in a more favorable market for schools, municipalities, governments, and contracts in dates. The recent flush season of the CPA provides an opportunity for MSPs to target these areas.
9:52 – Brian advised remaining involved and monitoring output to make sure that sales and deals are successfully accomplished…
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Jun 27, 2023
Greg Sharp and Trevor Thomas - Contract Chaos no More
Show Website: https://mspbusinessschool.com/
Guest
Name: Greg Sharp https://www.linkedin.com/in/greg-sharp-2598713/
Trevor Thoams – https://www.linkedin.com/in/trevor-thomas-yyc/
Company: ZenContract https://www.zencontract.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Greg Sharp & Trevor Thomas – Contract Chaos No More
Greg Sharp, a CISSP-qualified IT security engineer, is the Managing Director of ZenContract, a company with team members in New Zealand, Australia, the Philippines, the United Kingdom, and Canada. With 30 years of experience in the IT industry, he has served on advisory boards for Datto, Autotask, Dropbox, Microsoft, and Cisco in the APAC region. Greg is currently on three MSP advisory boards and has been a director of multiple businesses. He built…
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Jun 20, 2023
Abe Garver – The latest M&A
1:13 – Abe outlines his plans to discuss three topics in today’s podcast. First is his lunch conversation with an IT Nation member, which he thinks would be very helpful for the listeners. Second, an update on the overall market (acquisition). Lastly, IT Nation on Denver this August 2023.
5:26 – Abe shared a slide of the lunch conversation. He explains that in just 3.5 years, there are already 73 parties now involved and it includes 11 platform investments.
7:46 – The guest talks about the Modes Theory™. Robb does a follow-up to what is the Modes Theory™ about and what it is for. He emphasizes that one best aspect of the Modes Theory is that, you can have your leadership team take the assessment which means you can see and understand where your people are coming from.
12:50 – “Organic growth is more valuable than M&A growth”, Abe emphasizes. Although he himself is an m&a advisor, he advocates organic growth. The business should have and focus on its secret sau…
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Jun 13, 2023
Jake Carroll – Marcus Chans Ideas for Elevating your Discovery Game
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Jun 6, 2023
Inside the FTC Safeguards Rule
1:00 – Brian initiated the discussion and provided a brief overview of the Safeguard Rules, highlighting their scope, functionality, and associated regulations.
3:50 – Tim clarified the specific sector to which the rules are applicable, while Brian proceeded to illustrate several prevalent industries that, based on his experience, often struggle with managing sensitive information, such as social security numbers and similar data.
8:10 – Robb inquired about the last industry mentioned in the list and expressed astonishment upon learning that it was a "non-federally insured credit union." Brian explained that certain credit unions are affiliated with specific companies and drew upon his past professional experience working in such an institution.
11:04 – Robb inquired about the implementation timeline for the new rules, to which Brian clarified that they were initially introduced in December 2022 and were granted an additional extension until June 9, 2023. Brian expressed his…
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May 23, 2023
Roundtable - PitchIT
We are part of the PitchIT Program!
00:48 Brian provided a summary of the PitchIT program, explaining its nature and purpose. Robb supported Brian's statement and shared his own experience of the program's inaugural class. He expressed his excitement at witnessing the participation of prominent and reputable companies in the program.
03:22 Brian talks about the challenges of starting a new company.
4:30 Tim talks about how awesome it was to be part of the program and just being together with like-minded individuals really sets a different mood.
06:18 Robb expresses his enthusiasm about the business assessment and reveals his surprise at receiving a low score, despite believing that he maintained a reasonably healthy work-life balance. Adding to the conversation, Brian shares that his score was low on the "strategy" aspect.
11:17 Brian urges other vendors who are listening to the podcast to join or perhaps listen to others in the program. He also highlighted that this also a great…
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May 16, 2023
Roundtable - Using AI tools for Sales
The subject of today's podcast centers on the utilization of ChatGPT as an essential component of one's sales process.
00:54 Robb enthusiastically discusses how AI has the potential to be the next step in the development of the world. He then mentions how ChatGPT has been a valuable resource for him in multiple ways, including coding and stock trading, and expresses his amazement at its helpfulness.
2:47 Tim shares Robb's viewpoint, as he has also noticed that an increasing number of his clients are using AI to develop and construct emails. They have found AI to be a useful resource for generating initial content and creating sustainable emails that can be incorporated into automation sequences.
5:50 Brian discussed his use of AI in conjunction with a virtual assistant (VA). He specifically mentioned using Jasper, an AI tool he believes is more focused on marketing. Brian provided an explanation of Jasper's functions and described how he guides his VA in using it to achieve desired…
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May 9, 2023
Final Sales War Stories - Unfortunate tales from the frontline
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May 2, 2023
Jake Carroll – A Day in the Life of a Virtual Sales Manager
Show Website: https://mspbusinessschool.com/
Guest
Name: Jake Carroll https://www.linkedin.com/in/jake-carr...
Company: OSR Mange https://www.osrmanage.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
1:59 – Jake said that there have always been a lot of people who chose to work in sales or as a group of people who work in sales, whether they had a degree or not. Before you could start working, there was no salary and you couldn't just go knocking on doors.
7:19 – Brian asks Jake what is his role as a Virtual Sales Manager.
11:07 – Tim stated he won't even argue that you were recruited as an engineer to protect forever, no matter what it is or how high up the scale it is. The salesperson actually needs more supervision, more oversight, and more training.…
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Apr 25, 2023
Roundtable - Better your MSP with the Business Model Canvas
Show Website: https://mspbusinessschool.com/
Document Link: https://tinyurl.com/ywv26e28
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
0:28 Brian kicks off the podcast by talking about the business canvas model. He talks about its advantages and how it can open great opportunities in the IT industry.
3:04 Brian starts introducing today’s agenda and gives a brief description of what to do to dive into today’s topic effectively. He starts presenting the business canvas model and discusses the different columns.
6:52 Robb shares his understanding of the value proposition. He says that when the company has new products or services, they always make it a priority to ask clients what they are trying to solve or what services they need that you can offer. Robb poin…
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Apr 18, 2023
Doug Kreitzberg Seedpod Cyber Protecting those protecting networks
Show Website: https://mspbusinessschool.com/
Guest
Name: Doug Kreitzberg https://www.linkedin.com/in/dougkreitzberg/
Company: SeedPod Cyber https://seedpodcyber.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
In 2018, Doug founded a cybersecurity and data privacy risk consulting firm. It was through his consulting practice that he learned the value that Managed Service Providers bring to small and medium-sized businesses.
That insight formed the basis for SeedPod Cyber, a cyber insurance managing general agency Kreitzberg founded in 2021 which partners with Managed Service Providers to provide cyber insurance to their clients.
1:49 Doug gives a brief recap on how he started in technology and insurance, then ended up running an organization. He also shares s…
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Apr 11, 2023
Perfecting the Art of the Sales One on One
EP 149 - Roundtable - Perfecting the Art of the Sales One on One
2:21 Robb starts discussing his ideas about sales one on one. He says that one important aspect that owners missed is having a head check. He points out that it is essential to start the week by asking your sales persons how they were and if there were anything they would like to talk about. In this manner, you are understanding your sales reps before you are understood.
6:44 Robb continues saying that it should always be the reps that have to bring in the numbers and the report, and not the manager. Brian agrees with Robb’s point as the reps are the ones responsible in bring in people to the business. Tim expands the discussion by specifying that when choosing reps, you want somebody who is money-driven and someone who knows exactly what they were doing.
10:30 As Brian talks about reps fluffing their reports and numbers, Robb provided two easy ways to recognize if the reps are fluffing – a) the 8-6-4-1 rule and b)…
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Apr 3, 2023
Roundtable – Huddle Up! Revitalizing the Daily Standup Meeting
00:54 – Brian mentioned that many companies like to do daily stand-ups and huddles, but they are often haphazardly run and not as effective as they could be. They have a standardized process for running sales huddles with all their sales reps cascading across the US that virtually manage, but they can give insight into how to structure the huddle and make sure it is effective for all users on a call.
5:03 – Robb suggested that the role play should be divided into two parts: prospecting and objection handling. The goal is to have the participants try to get past a gatekeeper and get shut down by the gatekeeper, and then role play until one good thing is achieved.
6:36 – Tim said that the MSP Sparks have stats and figures that are easy to grasp, making it easier for salespersons to find the next reason why they should reach out to a company again. This helps them to have something in the back of their head to pull from when they talk to the decision-maker.
11:28 – Tim believe…
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Mar 27, 2023
Len DiCostanzo – Accelerate Partner integration in your stack and Sell More
Len DiCostanzo has been a mainstay of the global IT channel and is a sought-after consultant and speaker. For decades, he has been providing thought leadership and best practice guidance for senior leaders who want to understand the channel’s roots and its future. DiCostanzo consults and collaborates with leading and emerging channel vendors, as well as managed service providers and business technology solution providers who want to accelerate growth and better serve clients. He has worked with thousands of partners helping them build their managed services practice with a focus on service catalog development, pricing and bundling, and go-to-market strategy development and execution. His recent work has focused on helping SaaS and cybersecurity vendors and specialty distributors to grow their MSP and VAR channels by building comprehensive partner programs. The programs are designed to drive internal awareness across the business while accelerating partner go-to-market motion and recu…
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Mar 21, 2023
Ken Fearnley – Risky Business
In this episode, they talked about Risky Business and Life in IT.
3:09 – Ken ended up in the crazy world of technology because he was a full-time firefighter for about twelve years and he started selling t-shirts and realized he needed a website. He taught himself how to code, and build a website, and decided that technology and business were what he wanted to do. He has been involved in a bunch of startups and taken a company public and has been involved with software for 25 years.
8:15 – Brian asks Ken “what drives kind of creativity for you today and what are your working on right now?”
Ken is working on a project with Cybrance, a company that provides a platform for cyber compliance in risk management. The platform includes enterprise GRC, third-party risk management, cyber incidental response management, and more modules. Cybrance sees a need in the marketplace for software and the know-how to put something out there that has a real possibility of gaining significant ma…
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Mar 14, 2023
Jason Pufahl – It’s a Cyber Life: Sometimes the Path Chooses You
Show Website: https://mspbusinessschool.com/
Guest
Name: Jason Pufahl https://www.linkedin.com/in/jasonpufahl/
Company: Vancord https://www.vancord.com/
Podcast: https://www.vancord.com/cybersound/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Jason Pufahl is the Vice President of Information Security Services at Vancord.
1:45 – Jason found himself in the world of MSP after applying for 30 national park ranger jobs and one IT role. He chose the IT gig and that is what brought him here with us today.
6:31 – Jason believes that his ability to communicate has been his strongest quality throughout his career. He said he had never been the most technical person in the room, but he had a good vision and the ability to communicate that vision to get buy-in and get projects movi…
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Mar 7, 2023
Battling Burnout
In this episode, the team discusses Battling Burnout here at MSP Business School.
1:37 – Robb stated that burnout is a combination of factors for him, both as a business owner and as an employee. He discussed how to address this on both an employee and a company culture level, which he enjoys discussing.
3:25 – Brian also claims that burnout is usually caused by some kind of stressor, but not all stressors are the same. He has had some of his most energizing times when he worked the most hours and some of his most stressful times when he can't figure out what to do.
7:32 – Brian suggests that when an individual is experiencing burnout, he tries to retain them by providing them with a win-win benefit such as a conference or personal training exercise. This can help them get out of the office for a couple of days.
14:06 – Brian suggests looking into yourself to identify what is causing stress and burnout in your job. It could be the people you're working with or the person th…
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Feb 28, 2023
The Game of Risk
In this episode, our team discusses The Game of Risk here at MSP Business School.
2:20 – Brian suggests that organizations engage with customers to understand risk and take the next step in risk management by introducing frameworks to them to manage their organization. Cyber liability insurance can be a challenge for some organizations, so it is important to engage with customers and understand risk during the sales process.
3:11 – Robb said that he’d like to define a little bit better about “What are we talking about when we're talking about risk? Are you talking about it as it relates to the insurance side? Are you talking about the hacking side? What exactly do you mean when you say the global word risk?”
7:21 – Brian explains that there is a challenge of not all risks needing to be solved right due to the cost justification versus the percentage opportunity of risk. For example, if a customer has 3 to 4 risks, it could be that they have a realistic budget and are loo…
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Feb 21, 2023
Tyson Choptain – The Co-Managed Opportunity
Tyson Choptain is the Executive Vice President and co-founder of Broadview Networks, a leading Managed Services and Security Solutions provider based out of Winnipeg. With more than 30 years of consulting, sales engineering, and implementation has a track record of success with technology in the workplace and providing IT solutions meeting business needs. As an entrepreneur who helped build a successful IT consulting business, his focus on business solutions has helped grow the company to be recognized as one of Canada’s fastest-growing businesses and one of Manitoba’s fastest-growing companies. With a philosophy of teamwork and collaboration, Broadview attributes its success to its 30+ employees.
In this episode, they talked about The Co-Managed Opportunity.
1:48 – Tyson shares how he got started in the MSP community and how he got to where he is now. After high school, he started a computer consulting company with his father that he ran for ten years. Broadview Networks was a…
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Feb 14, 2023
Jacob Cane – Maximizing your Centers of Influence
Jacob has 25 years of experience in managed IT and cybersecurity services and has participated in multiple startups, acquisitions, and successful exits with experience from company formation through exit and integration. Jacob was Co-Founder and CEO of Proactive Technologies, where he led revenue growth to over $10M per year with an owner-led sales model until Proactive’s acquisition by Abacus Group. Jacob currently works with MSPs to help them optimize owner-led sales and lay the groundwork to make dedicated sales professionals successful.
In this episode, they talked about Maximizing your Centers of Influence.
2:23 – Jacob tells how he stumbled into the managed services industry. He did not begin as an IT professional, and he recalls beginning to work in it shortly after graduating from college. 25 years later, he reflects on his generation's lack of IT degrees and notes that it is frequently the profession of the intelligent but unprepared.
11:04 – Tim believes that teachin…
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Feb 7, 2023
Aaron Boone – Peer Group opportunities for the Masses
Aaron spent the first years of his career in Sports & Hospitality working in Event Management and Operations and started in the MSP industry in 2011 while completing an MBA. Aaron’s expertise is in Project Management, Finance, and Organizational Strategy & Business Development.
In this episode, they talked about Peer Group opportunities for the Masses.
1:58 – Aaron explains how he became involved in the world of MSP. He studied at the University of Florida. He earned an undergraduate degree in business management and then took a year to two years off to figure out what he wanted to do before deciding on a career in hospitality, specifically with Outback Steakhouse.
5:33 – Brian states that his business changed when he got involved with a strategist and a peer group.
8:54 – Tim appreciates Aaron for his commitment to lifelong learning in a variety of fields, including sales operations and customer service. “All areas that don’t matter what size MSP you are. You can alway…
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Jan 31, 2023
George Bardissi & Sade Mendez – Breaking the Boundaries of MSP Growth
George Bardissi is the Founder and CEO of three companies: Bardissi Enterprises, an MSP based in Philadelphia, PA; bvoip, a channel-only firm that works with other MSPs around the world in the Cloud Communications Space; and MSP Initiative, which was founded in the middle of the 2020 pandemic, as a community and networking entity to help bridge the gap between IT Service Providers and MSPs to collaborate in new ways. In this episode, they talked about Breaking the Boundaries of MSP Growth
2:48 – George stated that he mastered many of the skills he possessed at an early age largely on his own and that he quickly became involved in them. He started an IT services business when he was still a high school student. He was really apprehended entering the school on a weekend when other activities, such as building an access point in the cafeteria, are taking place.
6:25 – Sade recalls her fortunate accident entry into the MSP world. Someone she had previously worked with in 2017 was in…
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Jan 24, 2023
Chris Johnson - Gaining Trust with Security Trustmark
Chris Johnson is a cybersecurity compliance strategist at heart. He is currently CompTIA’s senior director of cybersecurity programs and ex-officio chairperson of the CompTIA Security Community. In this role, he champions the abilities of MSPs looking to focus more on cybersecurity.
2:22 – Chris discusses his background in the IT industry. He believes that many of the people who were listening fell into it. He had a lot of nasty jobs early in my career because he was someone who said, "I didn't like working at U Haul anymore," but he also had the chance, during the dot-com era, to sort of get his cut by volunteering for a school system at the time.
7:58 – Brian stated that one of the most significant issues in this sector is that anyone can become an MSP tomorrow.
11:37 – Tim has a question for Chris, which he referred to briefly in the beginning, because not everyone is ready to delve deeply into all of this. There are so many shifting parts, such as he knew a new provider,…
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Jan 17, 2023
A-Jay Orr Building Opportunity for Veterans in Transition
A-Jay Orr, the founder, and CEO of Simple Plan IT. They specialize in helping businesses specifically those that have government contracts, protect digital assets, and be compliant with all the security regulations that the DOD pushes out.
In this episode, they talked about Building Opportunities for Veterans in Transition.
02:13 – Brian asks A-Jay “How did you find your way into the lovely world of IT?”
A-Jay stated that he got into the wonderful world of IT through the military. He was a communication specialist, so his role in the military was to set up communications, tap into satellites, and do other things of that type, which is where he really began his excursion into technology.
8:01 – A-Jay believes that his project management skills helped him transition into the ownership space by allowing him to swiftly evaluate and analyze situations. He wants to acquire military traits and talents so that he can go in and perform such things.
12:41 – Brian is happy to hear…
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Jan 10, 2023
5 Things on CIOs minds in 2023
This week we deep dive into the minds of Enterprise CIO's and see how their concerns can map to the SMB. The impact of many of the concerns we will discuss will impact the SMB market faster and harder than the enterprise, and MSPs need to be prepared to be leaders and address these issues with their clients and demonstrate value with the solutions.
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Jan 3, 2023
Tips for using a VA on your team
Show Website: https://mspbusinessschool.com/
Octopus CRM - https://bit.ly/3GwgQkz
Kennected - https://bit.ly/3WHCjOc
Typify - https://bit.ly/3jOL4qX
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
In this episode, we talked about the advantages of having a Virtual Assistant (VA) and how to start working with one.
00:30 – Brian extends a warm welcome to all who join him and his co-hosts, Robb Rogers and Tim McNeil, on their podcast. Also, he mentioned that they're going to talk about something that you should think about when you ask, "How do I scale if I don't yet have the available dollars to hire direct resources or don't want to hire direct resources for some of the administrative tasks in our life?"
01:56 – Brian stated that one of the things he decided to do, as he had…
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Dec 26, 2022
Best of 2022
Show Website: https://mspbusinessschool.com/
Guests
Name: Abe Garver https://www.linkedin.com/in/abegarver/
Company: FOCUS Investment Banking https://focusbankers.com/
Jim Lippie: https://www.linkedin.com/in/jim-lippie-52931/
SaaS Alerts: https://saasalerts.com/
Name: Kipp Stumpf https://www.linkedin.com/in/kipp-stum...
Company: ConnectWise https://www.connectwise.com/
Jon Kotman: https://www.linkedin.com/in/jonkotman/
Luke Ross: https://www.linkedin.com/in/lucas-ross-238b07143/
Kotman Technology: https://www.kotman.com/
Rob Rae: https://www.linkedin.com/in/robtrae/
Datto: https://www.datto.com/
Derek Gabriel: https://www.linkedin.com/in/dereksgabriel/
Ignite Solutions Group: https://www.ignitetheday.com/
Name: Vince Tinnirello https://www.linkedin.com/in/vincetinn...
Company: Anchor Network Solutions https://www.anchornetworksolutions.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: h…
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Dec 20, 2022
Abe Garver Focus Investment Banking - Inflation may be rising but so are Valuations Final
Show Website: https://mspbusinessschool.com/
Guest
Name: Abe Garver https://www.linkedin.com/in/abegarver/
Company: FOCUS Investment Banking https://focusbankers.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
In this episode, Abe Garver joins us today at MSP Business School. Abe Garver is the Managing Director and MSP Team Leader of Focus Investment Banking.
01:00 – Brian asks one of the most important questions: "What does that mean to a market that relies on capital to make acquisitions? " He knows that we've been attending trade shows, discussing MSPs, and speaking with other buyers in the marketplace. There are lots of buzzes around where mna is going during perceptional are becoming somewhat inflationary times there I say recessive times as well. How do those affe…
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Dec 13, 2022
Roundtable How to 2x your Sales Pipeline with OSR Manage Audio
Show Website: https://mspbusinessschool.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
In this episode, we talked about how to double your sales opportunities easily and what Robb’s team has learned through over one million cold calls.
00:48 – Brian welcomes everyone who joins him and his co-hosts, Robb Rogers and Tim McNeil, on their podcast. Also, he began discussing their topic and focused on something that we know is very important to a lot of people, and obviously, all of us are looking to expand the organization, grow our lead base, and make customer acquisition.
03:21 – Brian proceeds to one of the biggest questions “How can we double our sales opportunities easily and quickly?”
07:37 – Robb shares about what we do in Sales MaturIT. He talks about Foundat…
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Dec 6, 2022
Roundtable How are you planning for 2023
Show Website: https://mspbusinessschool.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
In this episode, we talked about how we are planning for next year here at MSP Business School.
3:38 – Brian starts talking about planning for 2023. He gives some tips on how he will be going to budget so that he can comprehend the impact of the budget for the following year.
4:55 – Robb agrees with Brian's statement. He expresses his opinion that if you have the client or prospect inside, now is a great time to revisit any proposals that may have kind of ghosted you. You can also use a campaign or other methods to review any proposals.
6:22 – Brian discusses the idea of connecting prospects and sending female energy straight to males. Of course, we also touch briefly on non-…
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Nov 29, 2022
Emily Glass - Building a Culture to Drive Success
Show Website: https://mspbusinessschool.com/
Guest Name: Emily Glass https://www.linkedin.com/in/emilyglass/
Company: Syncro https://syncromsp.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoyl...
Robb Rogers: https://www.linkedin.com/in/robb-roge...
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Emily Glass joins us today at MSP Business School. Emily is the president and CEO of Syncro, an all-in-one RMM, PSA, and remote access tool that helps managed service providers run more profitable businesses.
1:41 Emily an introduction about herself and shares how she fell in love with MSP. She talks about the company, how it grew in a year, and learning the products and needs of its partners.
5:14 Robb inquires about the company's objectives for 2023, what has to be improved, and how to advance in her position. She responds that it's very difficult to make long-term plans in the…
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Nov 22, 2022
Roundtable Building out your Battlecard
Show Website: https://mspbusinessschool.com/
Battlecard sample: https://salesmaturit.s3.amazonaws.com/Lead+magnets/Generic%2BBattlecard%2Bfor%2BProspects.pptx
This episode discusses battle cards and how you can equip your team with this sales weapon.
1:30 Robb dives right into the discussion describing what a battle card is for him. He compares battle cards to cliff notes which helped him get through school. He adds that a battle card is something you look at when you’re lost and it enables you to be back on track.
2:14 Tim reminisces about the time when he worked in MSP and tells that he keeps a battle card on his desk every day until his last working day. He also shares that it is beneficial to have a battle card to have a reference guide and keep your head on while doing calls all day.
4:00 Robb answers Brian’s questions “what should go into a battle card?” and “what makes up a good battle card?” He narrates what he thinks are the most important things you sho…
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Nov 15, 2022
Scott Haselkorn Haselkorn, Inc - Its never to early to start an MSP
Show Website: https://mspbusinessschool.com/
Guest
Name: Scott Haselkorn https://www.linkedin.com/in/scott-haselkorn-1a449282/
Company: Haselkorn, Inc. https://haselkorninc.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Scott Haselkorn joins us today on MSP Business School. Scott is the president of Haselkorn Inc.
1:25 Scott starts off his backstory by revealing that he had a learning disability when he was younger and shared about the first book he read that he thinks made a significant impact on him starting early in MSP. He also talks about how he started wanting to own a computer store as his first dream.
4:00 Scott describes how, at the age of 12, he ventured to buy computer processors by calling Intel in California and acquiring a credit card,…
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Nov 8, 2022
Roundtable The Do's and Don'ts of Comp Plans
Show Website: https://mspbusinessschool.com/
In this episode, our team discusses what are the do’s and don’ts of comp plans.
0:35 Brian dives right into the conversation, talking about making plans for the upcoming year and sharing about inflationary pressure and new challenges. Tim shares his thoughts on inflation/recession and how he observed shifts in the account management side for the past few months.
3:18 Robb stresses his point and disagrees with the all-in method kind of compensation. He also pointed out inflation and how hard it is for everyone, especially for the owners.
5:45 Brian talks about various compensation models and points out what salespeople predominantly think – rewards and numbers. Robb proceeds and agrees with Brian noting that it’s fine to have different commission levels.
7:38 Robb goes ahead and talks about how to change commission plans. He explicates that it’s all right to change plans annually based on performance but with a 60-day notice so…
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Nov 1, 2022
EP 126 Brian Scott ClearTone Consulting A former CISOs perspective on the vCISO role
Show Website: https://mspbusinessschool.com/
Guest
Name: https://www.linkedin.com/in/brian-scott-048b195/
Company: https://cleartoneconsulting.com/
Hosts
Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
Brian Scott from ClearTone Consulting joins us today at MSP Business School. Brian is the President and the CIO of ClearTone Consulting.
2:42 The guest, Brian Scott, introduces himself and answers the questions on how he ended up being a service provider from being an electrical engineer. He also mentions how and why he started working as a consultant.
5:52 Brian shares how MSPs are now educated enough to see things such as cyber liability insurance.
8:28 Scott talks about educating the companies about the needs and criticality of security risks as he observed that the…
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Oct 25, 2022
Roundtable QBRs, Stop Doing This
Show Website: https://mspbusinessschool.com/
In this episode, our team discusses what are the needs of the customers and what is the reality of what the customers want.
4:51 Brian dives right into the conversation, sharing that he read an article about QBR and how he has different opinions about it. He begins the discussion by stating that QBR should be about communicating with the customer.
6:00 Robb clarifies Brian’s thoughts if he means about QBR being like in the past where it’s just reviewing numbers and data and repeating everything.
8:15 Brian shares his thoughts on QBR and says to have a business conversation a couple of times a year to understand the customer better. The focus should be on what's in it for the customer.
11:34. Tim answers Brian’s question about leadership expectations from an MSP and says when dealing with clients, focus on their business and ask where they want in the next 3-5 years and how your technology stack can get where they want to be. Robb…
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Oct 18, 2022
Kipp Stumpf, ConnectWise Evolve - Everyone has an exit
This episode discusses how to get involved in the business and how to start in the industry.
0:55: Brian introduces the guest and starts off the conversation by asking Kipp’s backstory on how he ended up with ConnectWise.
1:46: Kipp introduces himself as the financial guy with an accounting background then he found ConnectWise and started working as an overnight help desk support technician while getting his MBA. He also shares how he did not start in the IT industry, his experiences, and how he transitions from various positions.
7:39: Tim jumped into the conversation and shared what he learned over the years and appreciate Kipp helping companies with exit strategies.
8:51: Kipp talks about the different owner programs such as life plans, and personal and business legacy. He also talks about the Modes theory.
12:03: Robb asks Kipp about how he hasn’t heard a lot of peer groups take on a solid proactive focus on lifestyle and how peer groups are usually number-focused.
16:24…
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Oct 11, 2022
Roundtable Compliance is Hot How can MSPs Capitalize
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Oct 4, 2022
Frank Raimondi Nodeware - How to make MSP Cybersecurity Easy
Frank Raimondi from Nodware joins us today at MSP Business School. Frank is the VP of Channel Development for Nodeware.
2:17 – Frank tells us about his journey in IT. He has seen the industry evolve and change with Apple Computer and Intel stops, giving him a great view of enterprise vendor relationships within the channel. From there, he moved to Synnex getting the distributor's viewpoint before joining IGI Cyberlabs (Nodeware)
6:07 – Brian asks Frank where should an MSP or MSSP start when looking at creating a program looking at cyber hygiene. Frank shares his viewpoints on why the SMB should care and how it can impact the customer's ecosystem. Also, the hits are more often in the SMB than the customers might understand.
9:19 – Tim discusses the range of security products and how it takes more than a product but also an education to help clients. Frank speaks a bit about cyber fatigue at the MSP level and how things with a client should start simply by knowing what needs to…
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Sep 27, 2022
Roundtable Welcome to Conference Season
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Sep 20, 2022
Roundtable Tactics for Quick Revenue Growth
In this episode, our team talks about the tactics to accelerate revenue growth. With many MSPs and MSSPs focused on the holy grail of recurring revenue, there may be some low-hanging fruit to boost your top line and expand your profits.
2:04: Tim opens the discussion by talking about a trend where MSPs feel the need to diminish hardware revenue. He talks about tactics to work deal registration, discounts, and spiffs to dramatically grow your margin on NRC projects.
4:27: Robb talks about contract reviews and the mindset of not rocking the boat with MRR customers. If you are not looking at increasing rates for your services within your contracts you will ultimately be losing money (think inflation). Brian shares his thoughts about the deals that can haunt you if you don't correct them.
9:15: Brian suggests never discounting, but adjusting the scope to the right size on underwater contracts. Robb and Tim share their tactic of reducing the inflationary clause in exchange for time commi…
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Sep 13, 2022
Vince Tinnirello, Bettering IT Services by Borrowing from Hospitality
Vince Tinnirello joins us today on MSP Business School. Vince leads the Business Development team for Anchor Network Solutions and today we talk about the steps he has taken to help grow the business 2x in three years.
2:01 – Vince kicks off his backstory by sharing the career path that ultimately sent him towards a career in IT. Coming from a hospitality background, Vince saw that the standard IT companies they worked with didn't deliver with a customer service focus and that became his mission
7:26 – Brian shares his experience in the hospitality sector and Vince responds by sharing about a presentation he has given in the past about "Customer Service the Marriott Way" and shares how problems and questions in the hospitality industry translates to the issues we face in IT.
11:41 – Robb kicks off a discussion on how Anchor got past the $2.5M barrier that many MSPs get stuck at and grew to $6M+ in just 3 years. Vince shared how he helped the team get past that and the steps…
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Sep 6, 2022
Roundtable Risk Based Selling Strategies
In this episode, our Brian and Tim talk about Risk Based Selling an how it can drive a more consultative discussion where customers can make a more informed decision about projects and services.
We discuss that the biggest reason that customers do not want to engage in meetings like QBR's is often because it is treated like a sales call by the MSP vs. an opportunity to learn and grow a relationship. Risk based selling can change the narrative.
When leveraging risk based selling process you need to first understand how the customer views risk in their business and then match your discussion to their viewpoint.
We need to help them understand the risk factor and what the cost to be to their business if that risk is realized. This will arm them with the proof points they need make a decision they feel confident about when choosing technology initiatives to move forward.
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Aug 30, 2022
George Smith, Augmentt - Securing your SaaS
George Smith joins us today on MSP Business School and we discuss how important it is for MSP's to manage and monitor their clients cloud services and if they do not, someone else will.
2:01 – George shares his backstory that begins in Northern Ireland, with a stop in London, before settling in his home of Canada. He talks about his start in tech originating in web development, finally landing at Augmentt
5:25 – George share the history of Augmentt and how the idea for the product came to be. With the support world moving to the cloud MSP's need a tool to manage it.
9:25 – George shares how SaaS management can go beyond risk and help as well with productivity. The conversation shifts to shadow IT and how to manage that problem facing our clients.
13:48 – The conversation pivots to Microsoft 365 management and how to go beyond the Secure Score to drive new opportunity. Augmentt can support that process and add other security information to help the customer better understa…
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Aug 23, 2022
Garret Peaslee, How to Adapt Excel and Exit as Technology Changes
Garret Peaslee joins us and tells the story of a person that has seen it all in the IT services space. Starting in 1986 before the internet, Garret has show the ability to adapt to change and grow a business and expand.
1:17 – Robb, Tim, and Brian recount their trip to CompTIA ChannelCon and share a story about the "Ducky Derby".
2:47 – Garret starts the conversation sharing his background which starts with him starting operations in 1986, pre-internet, pre-networking, as a desktop publishing service provider. This launched a career of adjusting and adapting to meet the evolving technologies.
7:38 – Garret shares how as the internet began to explode he and his team invested $5M and built a data center. This opportunity drove Garret into the world of MRR. He and Brian share war stories from the data center.
13:03 – The call shifts to his sale of his company. Once they hit $18-$20M in revenue they enlisted a broker to support the sale. It was a successful exit and it keep the…
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Aug 16, 2022
Whitespace Analysis, Cross-sell and Upsell Strategies
In this episode, our team talks about the Whitespace opportunity. Existing customers offer a huge opportunity to grow revenues and every MSP shares in this chance to expand their relationship with clients.
The Whitespace opportunity starts with an assessment of where each client stands against your tech stack and your standards. When you identify the gaps, you can identify potenitial.
Brian, Robb and Tim engage in a discussion that outlines tips that MSP's and MSSP's can use to to grow their revenue within each customer through cross-selling and upselling opportunities. Join us as we share how you can grow sales immediately through a whitespace analysis of each client's environment and download our worksheet to do so at our sales development application site Sales MaturIT.
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Aug 9, 2022
Peter Duflo, Strategic Ventures - Helping MSP's to Build Leadership Teams Built to Scale
We’re thrilled to have Peter Duflo, join us for an incredible episode. This one is jam-packed with useful information, tidbits, and challenges for anyone thinking about building a leadership team.
2:44 – Peter kicks off the call with his background as an MSP leader who has sat on both sides of the M&A event over his early career. His experiences led him to realizing that many MSP's needed guidance on the M&A process. This led him to do some M&A work. In 2008 when the firesales started, he moved into helping MSP's in finding key talent.
5:36 – Brian kicks off a discussion on why an MSP need recruiters and how it can help accelerate company growth. Peter shares his model that helps focus MSP's on bringing on key leadership talent when their MSP exceeds $5M in revenue.
10:50 – Tim drives the conversation of the new remote business models and how that plays into recruiting leadership. Peter shares his experience on executive teams and remote work and the feasibility of a mixed e…
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Aug 2, 2022
Special Episode: Introducing Sales MaturIT
In this very special episode we introduce to the MSP industry our new Sales Development Platform entitled Sales MaturIT. This new platform allows MSP's and MSSP's to evaluate their current Sales Maturity Level (SML) and create a guided, self-paced patch to reaching their sales goals.
The platform is geared to meet service providers at that stage their sales team currently resides. Our approach takes you from the early stages of sales, typically owner led, and guides you through activities and strategies to help you grow sales both in velocity and revenue growth.
It starts with a self-assessment, allowing you to self evaluate the current state of your sales process. That assessment will allow Sales MaturIT to create a customized training roadmap for your organization.
In this system you can also track your sales financial picture. Insert a minimum of your last four quarters of sales data and then head to our goals plan, where you can modify growth indicators like customer count, MRR,…
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Jul 26, 2022
Hartland Ross, eBridge Marketing Solutions & The Host Broker, MSP MA Strategies for the Masses
Show Website: https://mspbusinessschool.com/
Guest Name: Hartland Ross https://www.linkedin.com/in/hartlandross/
Company: eBridge Marketing and The HostBroker https://www.ebridgemarketingsolutions.com/ https://www.thehostbroker.com/
Hosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/
Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/
Tim McNeil: https://www.linkedin.com/in/timmcneil3/
Sponsors vCIOToolbox: https://vciotoolbox.com
OSR Manage: https://osrmanage.com
We’re thrilled to have Hartland Ross, join us for an incredible episode. This one is jam-packed with useful information, tidbits, and challenges for anyone thinking about a future M&A transaction.
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Jul 19, 2022
Dave Sobel, MSP Radio – The Next Generation of MSPs
We’re thrilled to have fellow MSP podcaster and YouTube personality, Dave Sobel of MSP Radio, join us for an incredible episode. This one is jam-packed with useful information, tidbits, and challenges for anyone in the MSP industry.
Dave Sobel: https://www.linkedin.com/in/davesobel/
MSP Radio: https://www.mspradio.com/
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Jul 12, 2022
Abe Garver, FOCUS Investment Banking – M&A Update July 2022
Back for the third time on our podcast, Abe Garver of FOCUS Investment Banking joins us for an update on M&A in the MSP industry.
ChannelE2E article referenced by Abe: https://www.channele2e.com/influencers/5-msp-valuation-drivers/
Abe Garver: https://www.linkedin.com/in/abegarver/
FOCUS Investment Banking: https://focusbankers.com/
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Jul 5, 2022
Jerry Koutavas, The ASCII Group – ASCII: Seeing the Future First
Jerry Koutavas of The ASCII Group is a household name in the MSP community. In this episode of MSP Business School, we get to hear directly from one of the foremost leaders in the industry as he and the hosts discuss where the MSP industry is now and where it’s headed in the very near future.
Jerry Koutavas: https://www.linkedin.com/in/koutavas/
ASCII: https://www.ascii.com/
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Jun 28, 2022
Shane Naugher, DaZZee IT Services – From Dial Up to Data Protection
As one of the few companies that started during the dial up days, Shane Naugher has seen many shifts and changes in the industry. The evolution of DaZZee IT Services is a master class in paying attention to trends and staying ahead of the curve, even when it’s uncomfortable and pushback is strong.
Shane Naugher: https://www.linkedin.com/in/shanenaugher/
DaZZee IT Services: https://www.dazzee.com/
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Jun 21, 2022
Roundtable – The Curse of the Great MSP
If you listen to our show, you’ve probably heard us talk about the “curse of the great MSP”: the more you automate, the more you do remotely, and the less things tend to break, the more likely it is that your value gets called into question and you get shown the door.
What are some things you can do to avoid this curse? In this episode, hosts Brian, Tim, and Robb share some practical steps you can take to break the curse and provide even greater value to your clients, solidifying yourself as an integral part of their business.
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Jun 14, 2022
Michael Beecher, EscapeWire Solutions – Becoming a Security First Service Provider
The president of EscapeWire Solutions, Michael Beecher’s unique experiences – both good and just plain awful – have shaped a solid MSP with a healthy and robust security offering. In this episode, Michael and the hosts dive into how terrible events can sometimes be the best things that happen in a young, growing company.
Michael Beecher: https://www.linkedin.com/in/mike-beecher-810523/
EscapeWire Solutions: https://escapewire.com/
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Jun 7, 2022
Eric Weber, Mindmatrix – Show Up and Be Consistent
The Director of Sales for the MSP Advantage program at Mindmatrix, Eric Weber led an interesting and diverse life before joining the MSP industry. His journey serves as a reminder to show up, be consistent, and give it your all in everything you do, because eventually you’ll end up in the right place and just exactly where you should be.
Eric Weber: https://www.linkedin.com/in/esweber/
Mindmatrix: https://www.mindmatrix.net/
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May 31, 2022
Derek Gabriel, Ignite Solutions Group – Keep Trying New Things
Sometimes life takes you on a wild ride, and other times you’re granted choices that have the possibility of changing everything. Then there are people like Derek Gabriel, Co-Founder and CEO of Ignite Solutions Group. As you’ll hear in this episode, Derek is one of those people who doesn’t wait for life to offer up wild rides and lucky breaks: he carves the map himself.
Listen in for a great tale of experimentation and gutsy moves from Fargo, to Bismarck, to Kansas… to Hawaii.
Derek Gabriel: https://www.linkedin.com/in/dereksgabriel/
Ignite Solutions Group: https://www.ignitetheday.com/
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May 24, 2022
Roundtable – Overcoming the Price Objection
Objections to pricing when presenting a prospect with the cost of your services is always an uncomfortable situation. How do you set the tone from the initial encounter to ensure your prospects appreciate the value of the products and services you offer?
In this episode, Brian, Robb, and Tim give many examples on how to avoid and overcome price objections at different stages of the sales process.
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May 17, 2022
Frank DeBenedetto, Two River Technology Group & audIT – Get to the Why
Frank DeBenedetto has the fascinating perspective of being both an MSP owner and a vendor. We dive in with him about the incredible service he provides through audIT and how it came out of a specific need in his own MSP, Two River Technology Group.
Frank DeBenedetto: https://www.linkedin.com/in/frankdebenedetto/
Two River Technology Group: https://www.tworivertech.com/
AudIT: https://www.auditforit.com/
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May 10, 2022
Jon Kotman & Luke Ross, Kotman Technology: Core Values, Culture, and Customers
What creates a thriving culture and excellent client base when it comes to MSPs? For Jon Kotman of Kotman Technology, the answer is your principles and core values.
Join us for a wonderful discussion on how defining your principles and sticking with them no matter what leads to the best possible outcome for everyone on your team.
Jon Kotman: https://www.linkedin.com/in/jonkotman/
Luke Ross: https://www.linkedin.com/in/lucas-ross-238b07143/
Kotman Technology: https://www.kotman.com/
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May 3, 2022
Ed Carroll & Jeremiah Smith, Edison Marks – Aiding and Disrupting
It’s our 100th episode of MSP Business School and we couldn’t be more excited to be joined by Ed Carroll and Jeremiah Smith of Edison Marks, a brand new company that’s promising to be a major disruptor in how MSPs operate in the sales and marketing space.
Buckle up and get ready for a few “ah-ha!” moments of your own as you listen to this exciting interview.
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Apr 26, 2022
Roundtable – Marketing Isn't Sales
Sales and Marketing: two departments that are often disregarded by smaller MSPs but are crucial for growth… especially when you structure your company so that they work together.
In this episode, hosts Brian, Tim, and Robb tackle how to integrate a marketing team into your sales efforts in order to create the greatest growth potential for your MSP.
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Apr 19, 2022
Travis Barker, EZ IT: Your Path Will Find You if You Listen
Another addition to our conversations with MSP owners, Travis Barker of EZ IT Solutions joins us to talk about the somewhat crazy and not-so-apparent road that led him and his company to where they are today.
Starting with a great origin story and ending with our best cliffhanger to date, this is a must-listen for any MSP owner.
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Apr 12, 2022
Roundtable – Better Sales Forecasting: Fill or Kill
As a business owner, you need to be able to estimate what your sales are going to be in the near and distant future. But if your sales reps aren’t clearing stale deals out of their pipelines, how will you be able to make an accurate forecast?
In this episode, Brian, Tim, and Robb sit down for a discussion on how you as the owner can help your salespeople create healthy pipelines and actually close more deals in the long run.
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Apr 5, 2022
Allan Jocson, Agilitec: Knowledge + Creativity = Success
Oftentimes the best way to get advice on how to run your business (or ideas for areas of opportunity you hadn’t considered before) is to listen to other successful owners talk about how they got their business to where it is today.
This week, we’re joined by MSP owner Allan Jocson of Agilitec. Allan generously shares how he and his team navigated many challenging times to emerge as a highly successful MSP.
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Mar 29, 2022
Roundtable: What's Old is New – Consulting is Back
The shift in recent years to prioritizing monthly recurring revenue over all other money-making methods has led to a bit of a stalemate in the industry. How do you stand out against the crowd if all you’re doing is offering the exact same services as every other MSP out there?
In this episode, Brian takes the lead as he presents a shift in mindset that will provide your MSP with an endless number of ways to create new avenues of generating revenue and greater value for your company.
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Mar 22, 2022
Roundtable: Presenting an Offer to a Sales Candidate
In episode 90, Brian, Tim, and Robb discussed how to find and recruit MSP salespeople in today’s market. Now that you’ve found the perfect rep, how do you present a job offer to them? And before you do that, how do you put together a competitive compensation plan that makes them want to work for you?
In this episode, the hosts continue their roundtable discussion about hiring salespeople by diving into compensation plans, bonuses, and the right way to present a job offer.
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Mar 15, 2022
Peter Kujawa, Service Leadership: No MPS is an Island
The Vice President of Service Leadership (a ConnectWise solution), Peter Kujawa knows a thing or two about building a business. Assisted by Service Leadership’s support offerings, Peter led the turnaround of Locknet, including the acquisition by EO Johnson Business Technologies. Now, 11 years later, he’s committed to helping MSPs experience success by using the same tools that aided his company’s growth.
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Mar 8, 2022
Joel Zaidspiner, ChannelPro: The Importance of Education and Exposure
The MSP space is a fast-moving, ever-changing industry. Staying on top of the latest information and technology can be challenging, especially for younger MSPs that aren’t quite ready to commit to something like a peer group. Enter ChannelPro: a free publication with a mission to educate and support the MSP community.
Joel Zaidspiner, ChannelPro’s Vice President & Associate Publisher, joins us to share the importance of education, community, and exposure, and how ChannelPro can assist MSPs in their growth and client relationships.
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Mar 1, 2022
Jimmy Hatzell, Quickpass: How Marketing Creates Sales at Scale
Not too many people make the leap from technical positions to the world of sales and marketing, but for Jimmy Hatzell of Quickpass, his background in IT serves as a major plus when developing content and marketing strategies.
In this episode, Jimmy shares his philosophy on marketing, explaining how the right kind of marketing will boost your sales teams’ efforts and create sales at scale.
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Feb 22, 2022
Roundtable – Recruiting Salespeople in 2022
For this special roundtable of MSP Business School, hosts Brian, Tim, and Robb tackle one of the most difficult challenges MSP owners are facing today: finding, recruiting, and hiring salespeople.
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Feb 15, 2022
Michelle Bank, Nuspire: Taking the Confusion out of Cybersecurity
The Executive Vice President and Chief Product and Marketing Officer for Nuspire, Michelle Bank joins us to talk about what has people perplexed in the MSSP space, why end users are confused by the alphabet soup of IT, and what MSPs and MSSPs can do to help their clients better understand cybersecurity
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Feb 8, 2022
Jim Lippie, SaaS Alerts: Solving for SaaS
Are you covering your SaaS? That’s the question that Jim Lippie of SaaS Alerts wants to answer for you in this episode of MSP Business School.
As more and more SMBs are migrating the majority of their business to the cloud, it’s up to MSPs to ensure their clients remain protected no matter the application.
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Feb 1, 2022
Willis Cantey, Cantey Tech Consulting: Making PE Platforms Personal
Willis Cantey of Cantey Tech Consulting joins us to talk about what it’s like to be under the umbrella of a private equity organization, sharing unique strategies they use to grow and find new MSPs coming in, and what the opportunities are for MSPs looking to be targeted.
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Jan 25, 2022
Rob Rae, Datto – The Time Is Now
As the Senior Vice President of Business Development at Datto, Rob Rae is a man who needs no introduction. If you’ve been in the channel for any length of time, chances are you know his name and have most likely seen him at an event or two. We’re delighted to have Rob join us for this episode of MSP Business School to talk about the current climate of the industry and the opportunities he sees for MSPs in the coming year.
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Jan 18, 2022
Walter Contreras, Binox MSP: With Information, There Is (Sales) Power
The CEO of Binox MSP, Walter Contreras is a technologist, entrepreneur, and marketer whose current focus is helping MSPs grow quickly through lead generation and marketing automation technology.
Walter sits down with Brian, Tim, and Robb to discuss the changing landscape of sales and how technology and automation can help MSPs through some of the more difficult parts of the sales process.
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Jan 4, 2022
What Should We Be Thinking About In 2022?
Welcome to MSP Business School’s first episode of 2022!
We made it through another year, and as we look forward to this new year bringing a bit more normalcy and stability as the pandemic continues to wane, we wanted to share the top three things we believe MSPs should be thinking about in 2022.
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Dec 28, 2021
Year In Review 2021 – The Best of MSP Business School
2020 was a challenging year for all of us, but we all hoped for a better 2021. While your opinion of this year may be mixed, it was another great year for the IT Community rich with new opportunity, new stories, and as always new challenges.
We were privileged to have a front row seat to some of the most influential leaders in the MSP space. some of our favorites in 2021 include in no particular order:
3:45 – Teresa Rule, CEO, or RNT Professional Services (Episode 36) shares with us a story of how a countries economic outlook can be impacted through a cyber threat as simple as tracking portable rest rooms.
7:48 – Michael Crean (Episode 60) of Solutions Granted explains how his organizations culture and mission was shaped through the respect of hard working blue collar community in which he was raised and how that shaped his view of relationships that he takes with him to his job each day.
12:09 – Abe Garver (Episode 75), the industries leading M&A advisor at Focus Investment…
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Dec 21, 2021
2021 – The Challenges We Faced
2021 was a year full of challenges and unexpected twists and turns, most of which still carried at least a touch of the pandemic. As we wrap up year two of this brave new world, we highlight the top issues we heard from our listeners and friends in the MSP community.
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Dec 14, 2021
MJ Shoer, CompTIA ISAO – How CompTIA’s ISAO Can Help Your MSP
MJ Shoer of CompTIA ISAO benefits from years of experience in many different areas of the industry. In this episode of MSP Business School, MJ shares some of his own experiences and the many benefits of belonging to a trade organization like CompTIA.
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Dec 7, 2021
Kevin Clune, MSP Spark: Marketing is a Marathon
Kevin Clune of MSP Growth Hacks comes onto the show to share some exciting new tools that MSPs can use to gain consistency in their marketing and to tell us about his new resource and networking platform, MSP Spark.
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Nov 30, 2021
Bill Stucklen, Stack Advisors: The Future is Automated
Bill Stucklen is the Co-Founder and CEO of Stack Advisors, an MSP-focused agency and automation powerhouse.
In this episode, Bill, Brian, Tim, and Robb talk about the importance of automation and why every MSP should automate as much of their workflow as possible in order to achieve scalability and growth.
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Nov 23, 2021
Case Study: Can Onboarding Actually Kill a Deal?
We have another case study from our listeners to dissect: an MSP went through the entire sales process with a prospect. Right before the contract was signed, the new client got spooked by the very thorough and honest 90-day onboarding plan that they were presented with.
What should the MSP do? How do they navigate the new client’s fears and rectify the situation so they start this new relationship on the right foot? Brian, Tim, and Robb weigh in and share their thoughts and experiences.
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Nov 16, 2021
Miles Walker Graphus The Biggest Threats to Security Sit Inside Your Office
In this very special episode of MSP Business School, we welcome Miles Walker of Graphus. Graphus is the industry leader and creator or the world's first anti-phishing defense platform for protecting companies from cybercriminal acting like your teams trusted contacts.
2:14 - Miles shares his unconventional career trajectory and how he found his way into the world of cybersecurity. From a position on a Travel cooking show to a massive layoff in the travel industry, Miles talks of how he hooked up with the folks at Graphus.
6:18 - We discuss what Graphus does and how it can help your business, how they found themselves as part fo the Kaseya family.
13:10– Miles shares with us what the process that Graphus uses to identify bad mail from good mail and how it generates a trust score for all senders via an AI that looks at 20+ behaviors before classifying email.
19:22 – Miles shares a story of a typical phishing attack and how the problem can really cost a company.
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Nov 2, 2021
Abe Garver, Focus Investment Banking – M&A Update: Momentum in 2021
In this very special episode of MSP Business School, we welcome back our first ever repeat guest: Abe Garver. The MSP Team Leader at FOCUS Investment Banking, Abe joins us for an update on the state of M&A in the MSP industry.
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Oct 26, 2021
Roundtable – Close More Deals by Understanding Risk Tolerance
In this episode, hosts Brian Doyle, Tim McNeil, and Robb Rogers break down the benefits of knowledge-based sales, explaining how you can shift the conversation around security from one of fear, uncertainty, and doubt to one of risk tolerance and relationship building.
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Oct 19, 2021
Fireside Chat with Brian and Robb: When Buyers are Liars
What do you do when you find yourself being strung along in the sales process? Do you know how to determine whether a prospect is simply dragging their feet or is actually lying to you about why they’re on the hunt for a proposal? In this episode, hosts Brian Doyle and Robb Rogers sit down for a fireside chat about how to know when it’s time to let go of a potential client and stop wasting your time chasing them down.
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Oct 12, 2021
Matt Scully, Mailprotector: Email Isn't Dead
You hear it everywhere: “email is dead,” leaving many to believe that locking down their email accounts is an unnecessary expense. Enter Matt Scully, Senior Channel Development Manager at Mailprotector. In this episode, Matt shares his thoughts on email security, the state of the industry, and what he sees facing MSPs today.
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Oct 5, 2021
Ali Imran, Boundless Digital – Automate Yourself Out of a Job (but not really)
Ali Imran of Boundless Digital – a company that helps MSPs automate the deployment, troubleshooting, and overall administration of their Cisco Meraki organizations – is an automation evangelist. In this episode of MSP Business School, Ali shares how Boundless works tirelessly to make Meraki a better fit for MSPs, helping them become more efficient and more profitable.
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Sep 28, 2021
Chris Johnson, Pinpoint Solutions – Guiding You on Your Cybersecurity Journey
Chris Johnson is a leading cybersecurity specialist and consultant at Pinpoint Solutions. Having run an MSP himself, Chris knows the challenges surrounding security implementation and compliance when it comes to needs both within your organization and with your clients.
In this episode, Chris shares how he helps MSPs on their cybersecurity journey through consultation, implementation, and even acting as your MSP’s cybersecurity specialist on sales calls.
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Sep 21, 2021
Roundtable – Cutting Through the Confusion of Sales Comp Plans
When it comes to paying salespeople, it can be difficult to determine the right split between guaranteed income and commission-based earnings. In this episode, the hosts lay out their approach to building sales compensation plans. Brian asks Tim and Robb to share from their experiences of helping MSP owners devise these structures, diving into the philosophy behind setting base pay, bonuses, and commissions.
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Sep 14, 2021
Brett Jaffe, ConnectStrat – Businesses Built on a Better OS
Brett Jaffe of ConnectStrat is a name well known in the MSP industry. In this episode, Brett sits down with Brian and Robb to talk about how ConnectStrat came to be, the methods they use with their clients, and how creating a business operating system unique to the MSP industry has helped countless owners redefine and successfully reach their goals.
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Sep 7, 2021
Ryan O'Halloran, Access One – Leveraging Experience to Drive Results
Ryan O’Halloran’s unique set of experiences, coupled with the timing of his entry into the channel, have granted him a fascinating perspective on the MSP industry. In this episode, the hosts sit down with the CTO at Access One to discuss how he leverages these factors to push the technologies that Access One uses and to drive policies and procedures.
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Aug 31, 2021
Roundtable: The Money is in the Follow-Up
In this episode, Brian, Tim, and Robb use their combined knowledge to deliver expert tips and tricks on how to build a successful follow-up process that results in closed deals. Sales may be one of the most brutal parts of building a company, but by implementing the strategies and mindsets shared in this episode, you’re certain to harness the power of prospecting.
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Aug 24, 2021
Paul Schroeder and Lucy Nguyen – Enabling Sales Success by Driving Action
On this episode of MSP Business School, we’re joined by Paul Schroeder and Lucy Nguyen, Account Executive and Content Marketing Specialist at ChannelAssist, a company that provides end to end development and management of channel engagement and incentive programs. Paul and Lucy share excellent suggestions on how to incentivize behaviors with your sales team in order to increase revenue and how ChannelAssist helps companies create these programs.
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Aug 17, 2021
Roundtable – Sales Tales: How We Started in MSP Life
For this special episode of MSP Business School, the hosts share how they got into sales positions early in their careers. Wins and losses, horror stories and personal triumphs, this episode is packed with no-holds-barred stories and invaluable lessons.
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Aug 10, 2021
Will Ominsky, Nerdio: Getting Your MSP PartNERD
When new technologies arise, like the new Windows 365, it can help to have a partner who understands how to shape the technology to fit the needs of your clients. Will Ominsky of Nerdio comes on the show to share how they assist MSPs to leverage new technologies quickly, early, and easily.
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Jul 27, 2021
Roundtable: Selling Security Starts with Understanding Risk
Security is the hot topic these days, with MSPs desperately trying to add that extra “S” by starting a new arm inside their existing organization or by outsourcing to partners. But how do you sell security to clients, especially those whose IT budgets are already pretty tight? For this roundtable discussion, hosts Brian Doyle, Tim McNeil, and Robb Rogers deep dive into tactics you can use to help your prospects and customers understand the importance of adding security.
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Jul 20, 2021
Jay McBain, Forrester: The Exciting Future for Innovative MSPs
Jay McBain is the principal analyst for global channels at Forrester, one of the most influential global research and advisory firms in the world. Jay is a recognized expert in the future of channels (he was named the 2021 Channel Influencer of the Year by Channel Partners Magazine), and in this episode he sits down with the guys to talk about how to determine who should be in your network and how to take advantage of the exciting changes we’re seeing in the industry.
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Jul 13, 2021
Michael Crean, Solutions Granted: Getting the Second "S" in MSSP
Too many times we see an MSP slap an extra “S” in their description and think they’re good to go when it comes to security and compliance. In this episode, Michael Crean of Solutions Granted walks us through the main differences between an MSP and an MSSP, showing that it takes a little more work to provide the security your clients need.
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Jul 6, 2021
Roundtable Discussion: Bad News Doesn't Get Better With Age
In this episode of MSP Business School, hosts Brian Doyle, Tim McNeil, and Robb Rogers sit down to discuss how MSPs handle issues and how to best approach your clients when conflicts and problems inevitably arise. They talk about how to get in front of a problem, reminding us that “bad news doesn’t get better with age,” and that the best way to ensure your client feels taken care of is to communicate early and often.
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Jun 29, 2021
James Pelham, TMB Systems – When a Pandemic Hits and You Sell to Hotels
What do you do when a pandemic hits and your clients are almost exclusively in an industry that shuts down completely? Senior Account Manager James Pelham from TMB Systems – a UK-based MSP that specializes in hospitality (and specifically hotels) – shares the ups and downs of the past sixteen months, giving us a glimpse into the rollercoaster ride experienced by the hospitality industry during lockdown and the shifts made by TMB to make sure their clients made it through the storm.
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Jun 22, 2021
Sean Lardo, OIT – The Benefits of Vendors as Partners
Sean Lardo is the VP of Partner Development at OIT, an organization that specializes in telecommunications and distributed networking. Having started as an MSP working with clients in many different industries, Sean understands the unique needs of OIT’s partners in the MSP industry. In this episode, Sean and the guys discuss how partnering with your vendors can help your MSP reap great benefits and rewards.
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Jun 15, 2021
Roundtable: "Hire the Talent, Train the Skill"
In this episode of MSP Business School, hosts Brian Doyle, Tim McNeil, and Robb Rogers sit down to discuss the challenges that MSPs typically face when hiring sales professionals. They take us on a deep dive into the sales recruiting process, why MSPs struggle with it, and the game-changing approach Tim and Robb implement in their own business.
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Jun 8, 2021
Gary Jones, VCPI "When Ransomware and Automation Lead to Amazing Growth
You don’t often think of ransomware and growth in the same sentence, but for Gary Jones and VCPI, an attack a few months before the pandemic was the catalyst for a whole new approach to security.
Add in a healthy dose of automation, and this episode is packed with unconventional ways to expand your MSP and deepen your client relationships.
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Jun 1, 2021
Jason Cohen, Mission Control "Why Your MSP Should Outsource Your NOC"
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May 25, 2021
Shawn Walsh " Becoming the Leader You Want to Be"
A former MSP owner who successfully grew his business for over 20 years before selling it in 2018, Shawn Walsh of Encore Strategic Consulting knows a thing or two about leadership. In this episode, the guys sit down with Shawn to pick his brain about what makes a good leader and how to develop the skills and qualities needed to lead a team to profitability.
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May 18, 2021
Don Sauer, Aligned Technology Solutions "The Power and Profit of Peer Groups"
As one of the leaders and founders of Aligned Technology Solutions – an MSP with offices in both the DC area and Orlando, Florida – Don Sauer has seen quite a few shifts and changes in the industry over the past few decades.
In this episode, Brian, Tim, and Robb sit down with Don to talk about his path to building a successful MSP and the pivotal decisions that helped propel Aligned to the top.
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May 11, 2021
Doug Lowenthal "Growing Your Business by Getting Out of the Way"
Doug is the CEO of TruTechnology based in Jacksonville, FL.
Doug had a personal situation that caused him to have to delegate more than he had at that point. T
here he learned the lesson many founders find, that by getting out of the way and trusting the team his business flourished.
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May 4, 2021
Zay Campozano, IT Help "Leveraging Outsourcing to Grow Your MSP"
Zay is the Director of Business Development and Partner at IT Help, Inc. Zay, a New York based tech firm where COVID hit hardest, had to find a creative way to grow the organization when companies were leaving the city.
Starting with an outsourcing strategy to allow for scale and meet the demands of almost any market, Zay has built the blueprint for his company's long-term success.
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Apr 27, 2021
Virtual Roundtable Discussion "Do you have a responsibility to your community upon exiting your MSP?"
Today we discuss what is the responsibility of the MSP owner upon exit. Most look to take care of their team, especially if they are not being retained, but how about our responsibility to your community? We give our thoughts about an owners community approach after selling their baby.
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Apr 20, 2021
Dave Hodgdon, Portsmouth Computer Group "Engineering the Perfect Exit "
Dave Hodgdon is someone who truly believes that a company’s success – and therefore its owner’s eventual exit – relies on its people. As the president and founder of PCGIT, an MSP that he began in 1996, Dave has a unique exit strategy that exhibits his faith in his people, ensures his top employees remain with the company, and shows his commitment to making others successful.
1:08 – Dave gives us a quick background on Portsmouth Computer Group and how they slowly transformed over the years from a training company to an MSP, to eventually offering security.
7:09 – The guys ask Dave how his company has handled the work from home phenomenon over the past year, particularly when it comes to security. Dave details the difficulties they’ve encountered as well as the significant increase in the number of risk assessments they’ve conducted. He shares how his team has managed to maintain a sense of company culture while working remotely, and stresses the importance of fosterin…
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Apr 13, 2021
Masterclass “The Emerging Role of the vCIO in Account Management”
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Apr 6, 2021
Virtual Roundtable Discussion "Prospecting in a Post-Pandemic Climate"
This episode of MSP Business School serves as a follow up to last week’s Special Edition episode (episode 45).
A few weeks ago, Robb and Tim joined Brian for his monthly learning series at vCIOToolbox to talk about the future of sales in a post-pandemic world. In this episode, the guys answer some follow up questions that came from that webinar and dive deeper into a few important sales topics they come across on a regular basis.
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Mar 30, 2021
Building a Post-Pandemic Sales Team
Prospecting changed dramatically when the pandemic upended our lives and sent most of us to home offices. While sales meetings have been conducted almost exclusively virtually for the past year, this will soon be behind us (hopefully), and a new sales model will emerge. Are you ready?
For this special episode of MSP Business School, your hosts Brian Doyle, Robb Rogers, and Tim McNeil discuss the future of sales as a part of vCIOToolbox’s monthly learning webinar series.
Robb and Tim talk about the strategies they’re beginning to employ with their teams at OSR and the changes that sales teams should be expecting. They share the steps that every MSP should consider in order to set their teams up for long term success.
6:51 – Tim and Robb share their expectations for sales post-Covid. They talk about their experiences in sales pre-Covid and how those were changed during the pandemic, both positively and negatively. They also discuss which Covid-era practices they see sticking aro…
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Mar 23, 2021
Jamie D'Agostino Netology "The Risk You Take When Going Outside Your Contract"
Jamie D’Agostino is the Founder and CEO of Netology, an MSP out of Stamford, CT. Having been in business for nearly two decades, Jamie is no stranger to the various types of specific and individual requests MSPs encounter.
In this episode of MSP Business School, Jamie shares an example from his own life about the importance of setting defined boundaries with your clients.
1:50 – Jamie gives us some background on Netology and how they’ve operated for the past 18 years. He talks about the changes he’s seen in the industry, specifically around the conversations he’s had with potential clients in recent years, and gives us some insight into which partner vendors he sees the most referrals coming from.
7:28 – We talk about the changes the pandemic has had on Netology, including both the negative and positives impacts. Jamie shares that it was a very busy year for them, and that although several of their clients experienced downsizing, they weren’t too negatively affected be…
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Mar 16, 2021
Dave Cava, Encore Strategic Consulting "Vertical Focus = Maximum Valuation"
In this episode of MSP Business School, Dave Cava shares with us how a vertical focus delivers tremendous payoffs. Centered almost exclusively on the financial sector, Dave and his partner grew Proactive Technologies into a very successful MSP: in the span of just 11.5 years, they were bringing in $10 million annually before a very profitable acquisition in 2019.
While many MSPs are hesitant to have such a narrow approach and instead choose to remain generalists, Dave reminds us that being the top expert and “go-to” business in a single, particular field provides an unparalleled advantage.
Show Notes
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Mar 9, 2021
Ross Brouse, Continuous Networks "How to lose $200K on a salesperson and win!"
Ross Brouse is the president and COO of Continuous, an IT company specializing in “making IT personal.” As someone who’s always curious about how things work, Ross shares his experience with the delicate balance between being involved in all aspects of your company and trying to control every outcome. He gives us a glimpse at how the DEY (Do Everything Yourself) approach taught him some very valuable lessons about the importance of letting go and trusting your team.
1:36 – We talk with Ross about his path to the MSP world, how quitting a job was the best decision he ever made, and why flexibility matters when it comes to your MSP’s operations and offerings. Ross also shares his journey from film school to IT, and how running an MSP is incredibly similar to making a movie.
6:16 – We discuss the things that make Continuous unique, and how their team managed to shift from the commodity world to the consulting world. Ross also shares how Entrepreneurial Operating Systems cha…
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Mar 4, 2021
Roundtable Discussion: 3 MSP Trends we are seeing in 2021
In this episode, MSP Business School’s hosts Brian Doyle, Tim McNeil, and Robb Rogers sit down for a roundtable discussion about three of the trends they’re seeing for MSPs in 2021. Brian, Tim, and Robb offer their insight, advice, and predictions about everything from what an MSP needs to consider before making the shift to becoming an MSSP, to what the future of sales will be in a post-Covid world.
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Feb 25, 2021
Tim Schmitt, Switchfast "Taking Big Risks When Facing the Adversity"
n this episode, we talk with Tim about the strategies Switchfast employed to keep business growing through the pandemic, focusing on the importance of improving current client relationships. He walks us through the M&A process that contributed heavily to the company’s growth, pointing to the methodical due diligence of Switchfast’s CEO as the number one reason for its success.
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Feb 18, 2021
James Kernan Kernan Consulting "Explosive Growth when you Engage a Business Coach"
After running MSPs for the first half of his career, James Kernan found himself speaking at conferences about his experience growing and selling businesses. Fifteen years later, his consulting firm has become one of the most successful management consulting firms in the country.
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Feb 11, 2021
Kevin Clune, MSP Growth Hacks “Showing MSP’s How To Hack Their Way to the Top!”
Kevin Clune is passionate about helping Managed Service Providers learn from his own experiences in the industry. As the former Operations and Marketing Director of a US-based Managed Services company (which he helped grow to an eventual acquisition in 2018), Kevin has first-hand experience with the challenges facing MSPs.
Kevin began writing a blog immediately after this exit, focused solely on educating other MSPs and offering resources he wished he’d had when he was starting out. This grew into MSPGrowthHacks.com, a service where Clune and co-founder Paul Green (another ex-MSP Exec) share with other MSPs how they turned their struggling IT Businesses upside down, grew revenue, cultivated profit, and ultimately successfully sold their businesses.
In this episode of MSP Business School, we chat with Kevin about MSP Growth Hacks, their brand new, in-depth, and exhaustive resource MSP Growth Guide (a publication that gathers all resources available to MSPs into one central, easy-to-…
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Feb 4, 2021
Masterclass "Why your first sales rep will fail (and why it may be your fault)"
Many MSP's hire their first sales rep and expect a windfall...then are surprised when it does not work out. In our episode today we discuss why your sales rep failed and why that may be your fault.
Show Website: https://mspbusinessschool.com/
Hosts
Brian Doyle. https://www.linkedin.com/in/briandoyl...
Robb Rogers. https://www.linkedin.com/in/robb-roge...
Tim McNeil https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox https://vciotoolbox.com
OSR Manage https://osrmanage.com
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Jan 28, 2021
Craig Taylor, Cyberhoot "When a client experiences a $26K phishing attack, a business is born"
Craig found inspiration when a client had a phishing attack that caused an employee to purchase $26K on gift cards based on an email.
The problem was obvious and he set out to create training that is easy to use and for end users to consume.
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Jan 22, 2021
Teresa Rule "Teaching the Next Generation of CyberWarriors to Defend the Digital Universe"
Teresa is a woman who enjoys a good fight. As a former Marine, she has seen the threats our country faces each day and when she neared retirement she wanted to keep up the good fight and prepared for a career in cybersecurity.
In launching PNT Professional Services with her husband, she put her aim on continuing the fight to protect our great nation. Additionally, they wanted to create an opportunity for service veterans to gain the skills to start a post-military career in cybersecurity.
In our conversation today Teresa shares with us the training MSSP's should consider for their staff as they build their security practices. In fact, Teresa is holding a virtual conference, The RNT Cyber Ethics Conference, bringing some of the top minds together for 20+ sessions over three days (Feb.16-18) for only $50!
A woman with many anecdotes around tales of cyber threats we focus in on a story of a modern day cattle heist. The Wild, Wild West has gone Hi Tech.
Join us today for an action pack…
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Jan 14, 2021
Brian Doyle, vCIOToolbox "Why Strategic Account Management is Vital to MSP Success
Today we turn the tables and have our Co-Host Brian Doyle on the show to talk about the importance of the vCIO Role. As the CEO and Co-Founder of vCIOToolbox, Brian works with MSP's globally to build strategic account management programs. These programs help the MSP keep the client informed, elevate their perception as a partner, and drive a technology roadmap that creates win/win outcomes for both the client and MSP.
In our discussion we talk about how MSP's often focus on client acquisition and service delivery. Those are two key pillars in all service providers, but often overlook is a strong process of staying engaged with the client post-sale and on-boarding.
Brian talks about how MSP value is always equated to MRR, but one of the most overlooked steps for many MSP's is managing and controlling the client relationship. Too many times, once on-boarded, the primary point of contact for the client is the helpdesk team. Thus the health of the relationship often is being guarded by y…
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Jan 5, 2021
Jesse Hill, Tier 3 Solutions, "Treat your team well and good things will happen"
Jesse Hill is the President of Tier 3 IT Solutions a MSP located in Edmonton, Alberta. Jesse chats with us about running a business he grew up in and the lessons he has learned since taking over the business.
We start with Jesse's story about an acquisition they made and the challenges they faced during the transition and in their approach to the merging cultures. He discusses things that they did not evaluate during this acquisition that impacted the bottom line.
Jesse then moves to a story of an event that helped shape Tier 3 Solutions. He attended a conference that helped him see that they truly did not have a defined sales process and how this led to an overhaul of their sales division. We discuss how you can't shortcut the process and steps they took to get sales in line and improve the close rates.
Jesse then shares steps they are focused on for 2021 that will help them grow and develop as an organization in 2021. Tier 3 is planning improvements to keep the team engaged as the…
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Dec 15, 2020
Abe Garver, "What MSP's can do to prepare for M&A in 2021"
Abe Garver and Focus Investment Banking are Merger and Acquisition specialists focusing on the small to mid-market Managed Service Providers with transaction sizes between $5M and $50M.
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Dec 8, 2020
Guy Walton, CAMO "Going Phishing with a Former FBI Cybercrime Guy"
Show Website: https://mspbusinessschool.com/
Guest
Guy Walton. https://www.linkedin.com/in/cybervirture/
CAMO
Hosts Brian Doyle. https://www.linkedin.com/in/briandoyl...
Robb Rogers. https://www.linkedin.com/in/robb-roge...
Tim McNeil https://www.linkedin.com/in/timmcneil3/
Sponsors
vCIOToolbox https://vciotoolbox.com
OSR Manage https://osrmanage.com
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Dec 1, 2020
Craig Reeds "Protecting the Production Lines From Cyber Crime"
Velta Technologies is a firm that specializes in providing security services for the industrial space. Based out of St. Charles, Mo. their practice focuses on the security needs of the manufacturing, utility, and maritime verticals. Craig serves as a Cyber Security Engineer for the organization and in this episode he shares with us an area not often travelled by many MSP's, but can be an area of opportunity, Operational Technology Networks or OT.
With the growth of IoT devices coupled with aging production machines this area can often be overlooking in its importance and access within each business and become a huge target for the hacking community. Craig starts the discussion describing what is the first step in security the OT, a Cyber Security Assessment for exposure risks and technology gaps.
He then shares with us about how electrical utilities have many compliance regulations for its power generation system and need to be NERC compliant (North American Electrical Reliability Co…
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Nov 17, 2020
Stuart Selbst, Industry Veteran "Customer Success Starts with You"
Show Website: https://mspbusinessschool.com/
Stuart Selbst joins us in today's episode to discuss the customer experience and steps we can take to have long-term success. We begin the discussion talking about Stuart's path from corporate IT, to MSP, to MSP Coach, to Vendor, and back to MSP.
We talk about the customer journey and how important it is to stay in front of your customers to drive long-term success, but that also requires the right individual to lead the customer relationship.
We talk about a solid customer relationship breeding loyalty and financial reward for the MSP as the relationship becomes the gift that keeps on giving. Stuart discusses how he had a client that he built such a strong relationship with that they asked to increase their fee. They looked at the value given and the long term need, and quickly realized they were not paying enough to ensure that the MSP (their trusted partner) would be there when called upon.
Robb shares how right now the hunters are lo…
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Nov 10, 2020
Roundtable Discussion: Commoditization and Competition During COVID
Today we discuss the marketplace as the pandemic rages on. May MSP's are fighting to stay afloat as we head into what looks like it can be a long winter. Robb starts the discussion sharing that in the peer groups he operates sales pro's are indicating that the race to the bottom is on.
We then dive into the difference between building strategic relationships for the long-term vs. solution selling. The goal of a strategic approach is getting closer to the customer and by leveraging a more aligned approach to client management, margins can be preserved.
Brian talks about the fact that the solutions starts through understanding. We are seeing a trend to solution first selling where solutions are't being fully fleshed out and quotes are hitting the streets.
We then discussed how both companies strategies need to be aligned to have a successful relationship and to box out commoditized competitors. Tim and Brin discuss how sales reps can struggle with the strategic discussion as it is a c…
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Nov 3, 2020
Peter Strahan, Lantech, "Sometimes it takes a fire!"
Peter Strahan is the Managing Director for Lantech located Dublin, Ireland.
Peter shares with us a story of a disaster in the form of a fire that hit his customer's building and how in that moment Lantech's unseen value came front and center.
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Oct 27, 2020
Robert Cioffi, Progressive Computing "No Man is an Island"
Robert Cioffi is COO & Co-Founder of Progressive Computing located in Yonkers, NY. Launching in 1993 very early in his and his partner’s careers they learned a lot through the school of hard knocks. One of the primary drivers of his company’s long-term success was engaging a coach and being part of a peer group.
Robert starts the conversation is it takes a certain mindset and ego to start a company, but that can also be one of the biggest blockers to growth. Coaching helped him learn the things he didn’t know and start changing the business model, launching managed services in the early 00’s.
He speaks about his business model and how it differs from the average MSP. Many speak of the “All you can eat (AYCE)” model, but Progressive has taken that to a very literal stance. They include all projects within their plans.
They view the relationship as a true partnership with their clients and truly have adopted and internal IT department mindset of we do what the client needs…
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Oct 20, 2020
Carrie Simpson, Managed Sales Pros, "How I opened a call center overnight, from another country"
Carrie Simpson launched Managed Sales Pros in 2013 as a call center serving the MSP market. Starting with a contract in her native country, Canada, the operations quickly grew. A contract opportunity was presented to her and almost overnight she launched operations in the U.S.
Managed Sales Pros hit a market need that is large in the MSP community, customer acquisition through cold calling. With many of the MSP's being Technologist led organizations, sales can often be a foreign process.
Sometime acquisition comes quickly and without the intention to sell. Carrie speaks of how she reached out to a company to help her with her strong pipeline and staffing needs. With more business than people she could hire in the Las Vegas market, she approached EB Quckstart for assistance with overflow. Their response was how about we just buy your operation, and before you knew it the deal was done.
Post-acquisition Carrie still operates Managed Sales Pros in Canada, but has her eye on the next ch…
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Oct 13, 2020
Jeff Grande & Mike Paone, TBNG Consulting "Building an MSP from 2 to 50 and what we learned along the way"
Jeff Grande and Mike Paone launched TBNG Consulting started their company as many MSP's have, bootstrapping the business while working full-time jobs, in their caae from different states. They accelerated the growth through grit and determination knocking on neighborhood doors and working evenings to kick off the company.
One growth hack that they learned was truly engaging the channel and making investments to become the local leader in newer channel entrants and building long term relationships. Mike shares how he grew those relationships, but does add you "have to sleep with one eye open". n It is also about having clear boundaries with the vendor on what they are willing to sell.
In sharing how they grew TBNG Jeff shares that no growth comes without peril. IT was a constant reinvestment into the business and hiring quality people that they trusted then helping them learn their role.
They also talked about understanding where your deficiencies personally are. In 2012 they reflect…
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Oct 1, 2020
Turning the Tables ” An Interview with Robb Rogers and Tim McNeil, OSR Manage
Today we turn the tables and interview two of MSP Business Schools Co-Hosts, Robb Rogers and Tim McNeil. Robb and Tim started OSR Manage. Originally started as an MSP Lead Generation company OSR has morphed into a Virtual Sales Management juggernaut.
The OSR Manage team focuses on helping Tech Founders build winning sales teams. Their approach which is a mix of Executive, and Sales coaching coupled with peer groups for the individual reps has helped 100’s of companies succeed in s
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Sep 17, 2020
Leigh Wood, Node IT “How a $50K Loss Improved our Business”
Leigh Wood Owner and Director of Node IT Solutions in Biggleswade, England joins us today and shares a story of persistence in the face of adversity. We learn how when faced with a crisis that can cause a company to cease operations, Leigh and his team rose up and met the challenge head on.
Leigh starts with a conversation of his companies rise from its roots as an IT consultancy and its ultimate migration into becoming an MSP. Having formed Node IT Solutions with a co-founder, Leigh initially served as the lead technician. Soon his partner left the business and Leigh began the transition from technician to the business leader holding the main responsibility for Node IT’s sales.
We then moved to a discussion of the biggest challenge that Leigh faced as a small business owner. Returning from vacation, Leigh stepped off the plane to a text none of us would ever like to receive, a client who owed 50,000 pounds announced that they had gone out of business and that debt will never be co…
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Sep 10, 2020
Jason Schaller, Anderson Zurmuehlen "MSSP's: The Wild, Wild West of Risk Assessment"
Jason Schaller joins us in today's episode to discuss the importance of regular assessments and compliance reviews. Anderson Zurmuehlen started as a traditional audit and accounting firm and ultimately added technology as a division of their business. Leveraging their existing relationships where trust was established it only made sense to move into IT where trust of private information is also required.
Jason is responsible for both internal security and serving as the vCISO for the AZTS technology clients. AZTS has built a strong advisory firm focused on IT governance and performing audits like SOC2 and CMMC..
Jason tells us how there is a huge opportunities for MSP's to provide security based resources to the small to mid-sized business community.Accountants have long been conversing with clients about risk management and in his role he is able to use that common language and extend it to IT.
We then discuss how many MSP's are changing their models to MSSP, but most are falling s…
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Sep 3, 2020
Todd Whitley, Brightwire Networks "If You're Not Growing, You're Dying!"
Today's Interview Series guest is Todd Whitley, CEO and Partner for Brightwire Networks. Brightwire started as the traditional owner-led sales organization, and has since completed the transition to a mature sales team. Todd sees 5-year business cycles within his business. They key is being adaptable and focusing on growth.
A key to Brightwire's success is building trust with clients and the sales team to drive the sales relationship. We talk about the responsibilities an MSP and its ownership has to supporting staff, clients, family and community.
One of the biggest challenges Brightwire faces is the pace of change within the technology sector and helping the team keep up with new tech. Todd explains that Brightwire's mentality as a Business first service provider has given them the ability to control the pace of new technology and when their clients will implement new services.
Through consultative advice, business alignment, and strong client relationships, Brightwire is not forc…
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Aug 20, 2020
Roundtable Discussion: Selling Large, Service Models, and Peer Groups
In this episode we recap some of the highlights from our past 5 guests. As experts in the field we have seen that each has their own approach in achieving success. Robb, Tim, and Brian discuss hat they learned and share their opinions on whether they agree or disagree.
We start with a discussion that centered around discussions with Craig Skevinington and Matthew Bookspan. Each has experienced a large, game changing sale and each shared with us what it took to win the deal. The biggest takeaway we learned as each put in about 100 hours of business development time to win the deal. We discuss the tactics you need to take to win a big deal and how it is not for the faint of heart.
We also talk about service models and whether of not a dedicated resource model trumps the pod model for providing support to your key clients.
We close with a discussion around peer groups and how they have helped most of the experts we met with and what they have done for our own businesses'.
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Aug 13, 2020
Tommy Wolosin, NetWorks "Creating Customer Loyalty through an Amazing Culture"
Today we speak to Tommy Wolosin, one of two partners operating NetWorks in Nashville, TN. Tommy talks to us about creating an amazing culture to drive both client and customer relationships.
We start with a conversation around how NetWorks started operations and how growth came from Tommy networking heavily in the Nashville area. We talk about how peer groups and coaching were fundamental in breaking past growth driven by hustle into a more predictable sales model.
We then transition into creating a culture that both customer and staff wanted to be a part of. Tommy shares how Net Works has long term and close relationships with many of their customers. They leverage a strong vCIO process to drive engagement and loyalty in their client relationships.
We also discuss how that culture spills into the business with most employees being part of the team for 10+ and the tactics that Net Works employs to meet the needs of both the business and their team.
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Aug 6, 2020
Jon Rees, Allied Communications “How UCaaS and CCaaS Can Be a Tool for Success in our New Working Conditions”
Jon Rees joins us today on MSP Business School. Jon is the Head of Technologies for Allied Communications, a Communications focused service provider with a large focus on the Casino and Gaming industry. In fact, they are the provider for 37% of the Las Vegas strip and 60% of Atlantic City.
Today we discuss how to approach the enterprise space with a solutions focused approach. How once you crack the first enterprise account, you have to work your relationship to help guide you to the next enterprise opportunity.
We shift gears to solutions to drive the remote workforce. Jon explains how UCaaS and CCaaS can simplify customer interactions in a world of expanding remote workforce. We talk about customer experience and how that can make or break a relationship.
Jon tells us where contact centers can enhance the experience and client support. It can also help managers keep tabs, especially when your team is geographically dispersed.
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Jul 30, 2020
Eric Kiehn, C&W Technologies "Using a Down Economy to Innovate and Succeed"
In today's episode we speak with Eric Kiehn, the owner of C&W Technologies. His service provider business has lasted 36 years and has seen good times and bad. Eric tells us about those experiences and the downturns often led to new revenue opportunities.
Eric speaks about how as he went into the last great recession in '08 it opened up a new market in cloud services for his break-fix shop. Through the need to control costs it opened up a new recurring revenue model. In fact, cloud drove the MSP services vs. the other way around.
Eric also shares how peer groups changed his business and his life. How the feedback from peers, both inside the industry with other MSP's, and with local business leaders shaped his leadership perspective and helped C&W Technologies innovate.
He then shares about C&W's approach to the COVID-19 crisis. Change is more apt to happen during these down periods and clients are open to ideas they may have rejected in the past. He adds that C&W Technologies built a…
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Jul 23, 2020
Matthew Bookspan, Blacktip IT "The Courage to Launch When The Forces Around You Say You Shouldn’t"
Today we start our Interview Series with our first guest Matthew Bookspan talks to us about the launch of Blacktip IT. He did this at a time where most of us would be avoiding risk. Holding a six-figure job and with a baby on the way, Matthew and his wife made the decision to start and IT company and he has never looked back.
Matthew starts by telling us the story of his launch and his decision process to make the jump becoming and IT Service provider. Not only did he take a big risk for himself and his family he went a step further focusing Apple Solutions at a time where Apple could only be termed as 'hyperniche".
Matthew takes us through his journey of going from startup to a multi-million dollar service provider. His story is a great one as he shares the focus and strategy he used to drive growth, keep costs in-line and even fire 200 clients on a single day.
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Jul 16, 2020
Craig Skevington, Steadfast IT "How to Hook a Whale"
Today we start our Interview Series with our first guest Craig Skevington, the founder of Steadfast IT. Steadfast started as a traditional break-fix house, moved to managed services and then took the bold step in focusing on multi-location companies with remote workforce.
Craig shares with us the steps his company took to drive success. This included building a portfolio and driving customer acquisition. Craig discusses how their focus is over delivering to their client base.
By focusing on service analytics and searching to the repeatable issues that affect their clients to streamline support. This yields an 8 minute ticket response goal, and leverages skill based routing for support. This approach increases client happiness and drives referral business.
We then move into Craig's story about the process he took in order to "hook a whale", an extremely large deal his organization has in their portfolio. He discusses the sales process, how critical it is to listen and find the pain,…
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Jul 9, 2020
Motivation through Sales Metrics
On this episode we do another virtual case study on using sales metrics as a source of sales rep motivation.
Brian kicks off the conversation talking about a rep he took on through an acquisition. This rep was a textbook salesperson with a mission. We go into how this mission will drive success
From a metrics perspective this rep was consistent, and his sales metrics reflected that consistency. Knowing how he operated he needed less of a sales manager and more of a sales coach. Someone to keep on track.
We discuss sales DNA and learning what a sales rep looks like based on their DNA. Once this DNA is recognized, it becomes easy to pull the right levers to move the needle.
Robb talks about to provide reps with systems and support in the sales operations process. What tasks should the rep own what tasks should belong to others? We discuss how to approach this.
We then discuss the activities that are required and how you can use ConnectWise sales activity points to manage the Busines…
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Jul 2, 2020
Overcoming Sales Objections – The Two-Headed Monster
As MSP’s work with their clients’ it is easy to get complacent and work exclusively through your primary point of contact. What happens when then contact is not the sole decision maker and has an equal partner who has equal say in your renewal decision. Can you be at risk?
Robb and Tim share a real-life case study of a client who ran into the exact issue described above. The client had been a long-term relationship of the MSP, but primarily in a break-fix fashion. The relationship to date had been primarily reactive. Also, client had added a Level 1 tech making this an even more difficult renewal.
The MSP walked into the renewal finding out that the client that “who loved them“:
* Had been educated to the concept of Managed Services by a competing vendor who provided a proposal.
* The proposal was much lower than his existing fees.
* The other partner liked his model and price.
Tim and Robb then share how the customer worked the deal, and the good, bad, and ugly of th…
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Jun 25, 2020
How TSP's can stay engaged with their clients
Today's conversation focuses on client engagement, especially when things are slow in the relationship and things are working and we have moved to cruise control.
Brian kicks this one off with a discussion around relationship building and how it is critical to not neglect the relationship or take it for granted. So, how can we start this conversation when we don't have much to say? It's all about ice breakers and asking questions about the clients business. This conversation needs to go beyond the point of contact and you need to engage with all key stakeholders in the process.
We discuss how there are always changes going in the client environment. Personnel changes, customer wins, budget changes. These forces can change the client view on our relationship and we need to stay in front of our client so we can see opportunities and problems that may be coming.
We can do this through live touch points, CSAT or NPS surveys and gain information we can use. The challenge is most Account…
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Jun 18, 2020
Breaking Down the Sales Prospecting Process
Today's we break down the prospecting process, how to get organized, focused, and targeted in your plan.
Robb kicks off the conversation with the concept of the Dream 250, a process OSR Manage and their sales teams live by. This process helps you get laser focused and find those valued relationships each sales rep requires.
Tim discusses tactics to get to those target prospects. We dive into a multi-channel approach to sales prospecting and using cold-calls as intelligence gathering. It's not easy to get to your best prospects and the process helps you make each step a valuable exercise on the way to engaging your target.
We then engage on how to qualify MSP clients so prospecting time is not wasted on low value targets. We discuss the information you need to obtain and when to cut a prospect loose.
We also address the common sales gripe, "the leads are no good and I don't have enough". The truth is not the leads, but your approach and mindset will really dictate success. Most reps…
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Jun 11, 2020
How Does Your Management Style Change with a Remote Workforce?
With more an more staff working from home and many businesses looking at making that move permanent for their staff, we look at the impact on manage those teams and steps to take to keep everyone productive.
Sponsored by vCIOToolbox and OSRManage
Today's episode focuses on a trend that been growing steadily over the last decade, the remote office workforce. The work from home model has had steady year over year growth for quite some time, but the recent pandemic event made it a necessity.
Companies are now looking at the overall pro's and con's of this workforce model and many are putting in place plans to not bring many of their employees back into the office. Ultimately, for some businesses this offers the opportunity for reduced operating costs through eliminating rents.
We kick off the discussion with Robb discussing the OSR Manage approach to virtual management and how they are leveraging teams to get the team on the same page.
Tim follows with talk around needing to increase…
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Jun 4, 2020
Should I Focus on a Specific Vertical
Going Vertical! Sounds like we may be talking with skater or snowboarders, but the vertical we will be speaking about today is singular focus on one industry. Many MSP's have adopted the vertical approach, and quite a few with huge success as we can see in the ChannelE2E's Annual Top 100 Vertical MSP report.
But the big question is can a vertical focus be right for my MSP, and is the risk associated with a single industry to big a risk to put all your eggs in one basket?
Robb kicks us off with his opinion and we quickly learn that he is not a fan of the vertical approach. The risk in his perspective of an industry going dry or facing an economic downturn is too big an impact for many MSP's to survive. This is being shown here in the pandemic as you see MSP's that singularly serve the hospitality and entertainment venues seeing big channels.
Brian brings a discussion of not a complete vertical focus, but implementing "pocket verticals" and taking success you may have had as an early…
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May 28, 2020
We Are Going Farming
In this episode we dig deep into the role of the MSP Inside Sales Representative.
Robb starts the discussion with some of the key responsibilities of the farmer rep and discusses their involvement in deal registration and renewals, proposal generation and customer service.
Brian discusses how MSP clients can be the 'gift that keeps on giving" and how it is crucial to keep close to your client and the account manager function needs to support the account and understand the client drivers and obstacles and communicate that internally.
The role of vCIO drives the farming process. In building a roadmap we are better able to illustrate a long term plan. This allows for better client budgeting and shorter sales cycles if executed properly.
We then dive into key activities around communication, cadence, and duties. this includes staying informed on client and propsect news. They keep tabs on press releases, annuncements, and events to keep the entires team aware of current events.
The fa…
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May 21, 2020
MSP Sales Models that Work
In this episode we MSP Sales models that can be leveraged beyond the owner led sales model. We discuss how to get started and the steps you need to take to set yourself up for long-term customer acquisition success.
Tim starts the discussion in outlining owner led sales. This is the most common way most MSP's get started. Robb expands on the owner-led sales model generally starts with the 'friends and family" referral approach and how that doesn't scale. We discuss the realities of this model and why it often doesn't scale.
The discussion then moves into sales tactics and how the money is in the follow up. This starts in the prospecting phase and moves through each step in the sales cycle for MSP's. When this becomes a larger problem this can be an indicator that it is time to expand the sales team.
Robb talks about getting focus and really driving opporunity by building your 'Dream 250". Many MSP's do not focus on clients that are similar to the companies that they have had success…
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May 14, 2020
Social Media Strategy with Jason Moss
In this episode we have a special guest filling in for Robb and Tim. Jason Moss, Director of Marketing at Allied Communications, shares with us the tips and tactics he has employed to grow the Allied following by nearly 600% in seven months on the job.
We begin with a discussion on strategy and the approach model Jason leverages when creating content for the team and when he is posting directly. We talk about the first step is to engage. Early in a social media strategy, commenting and engaging is often more important that posting in raising brad awareness and demonstrating thought leadership.
Jason then dives into how you can train many social media algorithms on the content you prefer and the contacts you want to see most often.
Jason then dives into how you can train many social media algorithms on the content you prefer and the contacts you want to see most often.
We talk content creation and how to find ways to engage people without "post fatigue". As we move through the COVID…
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May 7, 2020
Driving Value and Revenue through effective Account Management
In this episode we discuss the role of the MSP Account Manager. A great account manager can maximize the lifetime value of the relationship and ensure that the relationship sticks long-term
Brian outlines the strategic account management process he employed while running his MSP. Key points are understanding the key initiatives and obstacles that a client is facing and making recommendations to contribute to solving each.
We also identify the key difference between the Key Account Manager (KAM) and the Technical Account Manager (TAM). Key drivers for each role depends on the size on personnel of the MSP. We also discuss how these resources can "stealth sell".
Tim discusses how to leverage the DISC profile for assessing resources and determining how to assess success in each role. Robb discusses the communication style that can be leveraged within the DISC profile.
We dive into QBR's as an account management tool. We discuss the frequency of Business Reviews and that should drive th…
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Apr 30, 2020
How to Build Amazing MSP Sales Teams
In this episode we discuss our the various sales approaches in use at MSP’s and MSSP’s today. These include owner-led, inside/outside sales team, and hybrid sales models. Robb discusses the realistic expectations for bringing on your first sales person and what support a new MSP Sales Rep will require.
We then discuss how to transition from a word of mouth and refer sales organization and move into a true prospecting led sales engine. Robb dives into how one of the biggest things that OSR Manage teaches owners making their first sales hire is patience.
We also identify one of the easiest things to fix in your sales team, improving follow up and staying in touch and driving sales through a pleasantly persistent approach to sales.
MSP’s also need to understand and develop sales metrics. If you don’t have a measurable plan your sales hire will fail. Develop your process before making that first hire.
We close the meeting with how to interview and hire those resources and tacti…
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Apr 30, 2020
Back to Work in the New Normal
We have hit the peak of the COVID crisis and our conversation focuses on what MSP’s can do to prepare to head back to work in the “New Normal”.
Brian speaks of the importance of the VCIO role as small to mid-sized businesses get back to work. VCIO’s can help with helping the SMB’s catalog WFH lessons learned and gaps they may have experienced in deploying a WFH workforce. More importantly, helping our clients build a new strategy as the restrictions on this crisis starts to relax.
We start to look at the cyber security issues experienced during the crisis. These include the impact of layoffs of remote workforce, Zoombombing, and staff security awareness. We then start mapping out solutions to these common issues.
Robb discusses how too many Account Managers and vCIO’s only look at the past and the present and not enough are helping shape the technology plan for the future.
Tim sparks a discussion about how all team members need to step up and help contribute wherever ne…
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Apr 30, 2020
What can Sales Managers do to Keep Staff Sharp
The Dean's discuss the global condition of MSP sales teams during the COVID-19 crisis. Are they laying off staff? If not, what tasks are sales team taking as companies assess post-COVID damage.
We discuss what steps sales managers can take to keep their sales team engaged during this slow period and ready to execute when life returns to the "new normal".
Robb speaks about some of the tactics he is seeing MSP's use during this crisis. He notes that is is a great time to both show empathy and gather business intelligence from your clients and it is helping build a stronger relationship.
We discuss how many MSP's are not taking steps to accelerate sales when the crisis is over and too many are choosing sales people as the resources to cut to reduce payroll. This also will create a buyers market for many MSP's post-crisis.
A surprising trend is by shifting the conversation to empathy with our clients, sales rep time on call is increasing as their clients are more open to discuss their…
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Apr 30, 2020
Economic Stimulus
In this episode we discuss our experiences in filing for the economic stimulus packages.
We also talk about how to manage our remote teams as we work from home. We highlight tools that can be used and some of the interesting things we need to adapt to in WFH.
Finally, we talk about how to keep your sales teams motivated and engaged as we work through this period of crisis. Tim discusses about teaching his team to lead with empathy. He has found this approach is opening doors and allowing the sales team to log discovery calls that may convert to sales when the country reopens.
We close with a discussion of how to engage with your existing clients and build better relationships through learning lessons learned and how to help our teams sharpen their skills during this period of downtime.
Note: This was recorded prior to the exhaustion of funds and program reopening.
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