Uncle Marv sits down with Dori Spade, who has over 17 years of experience in the MSP industry, having worked with MSPs ranging from $8 million to over $100 million in value. Dori discusses her transition from managing MSPs to founding Call to Action, a consulting firm that helps MSPs navigate common challenges such as role clarity and scaling. She emphasizes that regardless of the size of the MSP, the foundational principles of customer service and technical support remain constant. 

Dori also highlights the importance of Quarterly Business Reviews (QBRs) in maintaining strategic oversight of clients, a practice she refined over her career. She shares insights into the common pitfalls MSPs face, including the lack of clear roles and responsibilities and the challenges of scaling. Dori's current focus is on helping MSPs increase their wins in new business sales by breaking down silos between sales and service teams. She concludes by expressing her admiration for the ASCII organization and her plans to engage more deeply with its community.

Key Takeaways

• Dori Spade has extensive experience in the MSP industry, having worked with both small and large MSPs.
• She founded Call to Action to help MSPs overcome common challenges and achieve success.
• Clear roles and responsibilities are crucial for the efficient operation of MSPs.
• Quarterly Business Reviews (QBRs) are essential for strategic client management.
• Scaling is a challenge for MSPs of all sizes, requiring tailored strategies for growth.
• Bridging the gap between sales and service teams can lead to increased success in new business sales.
• Dori plans to engage more with the ASCII community and attend future events.

Links:

• Call to Action Website: https://calltoactionllc.com/
• ASCII Edge - The MSP Conference: https://events.ascii.com/

=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
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