In this critical episode, Hosts Justin Esgar and Eric Anthony sit down with Trevor Hardy, the "Cyber Cowboy," Founder and Head Nerd of NEXTGen Tech LLC, to dive deep into a topic often overlooked in the heat of a crisis: client communication during an IT incident.
Trevor introduces his powerful concept, the "Right-of-Boom Mindset," which challenges MSPs to shift their focus from the immediate event to the recovery and resilience that follows. This episode isn't just about RTO and RPO; it's about RCE—Resilient Client Enablement. Learn why transparency and honesty are non-negotiable, and how saying "I don't know" can actually build more trust than trying to be a superhero.

Discover:
- Why setting communication expectations with your clients is the most important pre-incident tool you have.
- The difference between a reactive (Left-of-Boom) and a resilient (Right-of-Boom) business posture.
- The essential information to share—and what to absolutely withhold—when a client's business is on fire.
- How to build a trusted relationship so strong that a security incident becomes a test of resilience, not a moment of potential separation.

Don't let your technical prowess be overshadowed by poor communication. Tune in to master the art of talking to your clients when it matters most.

Guest Links:
* Trevor Hardy (NEXTGen IT): https://www.linkedin.com/in/trevor-hardy-b3b7b859/

Host Links:
* Justin Esgar (Host): https://www.linkedin.com/in/justinesgar/
* Eric Anthony (Producer/Founder): https://www.linkedin.com/in/esanthony/

Thank you to our Premier Sponsors! Your support makes the All Things/MSP Podcast possible. Please check them out:
* Gozynta: atmsp.link/gozynta
* EasyDMARC: atmsp.link/easydmarc
* Nodeware: atmsp.link/nodeware
* Helpt: atmsp.link/helpt
* Compliance Scorecard: atmsp.link/compliancescorecard
* Movebot: atmsp.link/movebot

Connect with the All Things/MSP Community:
* Facebook Group: https://www.facebook.com/groups/allthingsmsp
* LinkedIn Page: https://www.linkedin.com/company/allthingsmsp/
* YouTube Channel: https://www.youtube.com/@AllThingsMSP

Listen to the Podcast on Your Favorite Platform:
* Apple Podcasts: https://atmsp.link/applepodcasts
* Spotify: https://atmsp.link/spotify
* Audible: https://atmsp.link/audible
* YouTube: https://atmsp.link/YTpodcast

Welcome to the All Things MSP Podcast, Episode 136!

In this episode, Justin Esgar (Owner/CEO of Virtua Computers) and producer Eric Anthony dissect a major event that shook the tech world this past week: the massive Amazon AWS/DNS failure. 

The hosts analyze the outage, discussing the resulting memes (like the viral Ryan Gosling smoking on a bench) and the lingering problems that stretched for days. The core discussion is not about the technical breakdown, but the MSP’s crucial role as the trusted IT advisor during a crisis.

Key takeaways for MSP owners include:

Communication is Key: Why it's the MSP's responsibility to proactively inform customers about vendor-side outages, even if the MSP has no control over the service.

The Contract Clause: An essential reminder to review clauses in your service agreement regarding vendor downtime and communication protocols.

The "No Finger Pointing" Rule: The importance of maintaining a positive outlook and not blaming the vendor (even AWS itself). This approach helps position the MSP as the solution and the steady hand, monitoring the situation and reporting updates.

This is a must-listen for any MSP looking to sharpen their crisis communication plan and strengthen client trust.

Join the Conversation & Community
The All Things MSP Podcast started as a vibrant Facebook Group and now supports over 6,000 members! We encourage you to join the community for continuous learning, networking, and support:

Facebook Group: https://www.facebook.com/groups/allthingsmsp
LinkedIn Page: https://www.linkedin.com/company/allthingsmsp/
YouTube Channel: https://www.youtube.com/@AllThingsMSP

Your Hosts:
Justin Esgar (Host, Owner/CEO of Virtua Computers): https://www.linkedin.com/in/justinesgar/
Eric Anthony (Founder and Producer): https://www.linkedin.com/in/esanthony/

Thank You to Our Premier Sponsors
This episode is made possible by our fantastic sponsors. Please check them out and support the companies that support the MSP community!
Gozynta: atmsp.link/gozynta
EasyDMARC: atmsp.link/easydmarc
Nodeware: atmsp.link/nodeware
Helpt: atmsp.link/helpt
Compliance Scorecard: atmsp.link/compliancescorecard
Movebot: atmsp.link/movebot

This week, hosts Justin Esgar and Eric Anthony pull back the curtain on a recent crisis within Justin's company that highlights a universal MSP challenge: the dangerous intersection of trust, poor documentation, and automated billing.

Justin shares a raw, real-time story about discovering that custom API calls, built by a former programmer to connect HaloPSA with third-party resellers, had failed to update for months. This led to the company being shorted $60–$70 per month on a single customer — a problem likely compounding across multiple clients.

The hosts dive deep into the operational fallout: spending three hours trying to locate undocumented API keys and wrestling with missing configuration data. The discussion naturally evolves into the broader need for MSPs to implement a "trust but verify" culture. They stress that relying on a single employee’s assurance without operational or financial controls is a fatal flaw.

You'll also hear another cautionary tale: how a computer recycled four years ago suddenly reappeared and re-enrolled in their systems from China, exposing a critical gap in their hardware off-boarding process. This is a must-listen for any MSP owner, manager, or technician who wants to learn how to:

Mitigate risk when relying on proprietary API integrations.
 - Establish controls to monitor for automation or vendor breakages.
 - Implement documentation SOPs (Standard Operating Procedures) to capture critical business logic, even for internal projects.
 - Watch the full episode on YouTube here: https://atmsp.link/YTpodcast

 Listen on your favorite platform:
 - Apple Podcasts: https://atmsp.link/applepodcasts
 - Spotify: https://atmsp.link/spotify
 - Audible: https://atmsp.link/audible

Connect with the Hosts:
Justin Esgar (Host, Owner/CEO of Virtua Computers): https://www.linkedin.com/in/justinesgar/
Eric Anthony (Founder and Producer): https://www.linkedin.com/in/esanthony/

Join the All Things MSP Community:
 - Facebook Group: https://www.facebook.com/groups/allthingsmsp
 - LinkedIn Page: https://www.linkedin.com/company/allthingsmsp/
 - YouTube Channel: https://www.youtube.com/@AllThingsMSP

A huge thank you to our Premier Sponsors:
 - Gozynta: atmsp.link/gozynta
 - EasyDMARC: atmsp.link/easydmarc
 - Nodeware: atmsp.link/nodeware
 - Helpt: atmsp.link/helpt
 - Compliance Scorecard: atmsp.link/compliancescorecard
 - Movebot: atmsp.link/movebot

The All Things MSP podcast is a Biz POW LLC production.

Welcome to Episode 134 of the All Things MSP Podcast with hosts Justin Esgar and Eric Anthony!

This week, Justin and Eric dive straight into the rapidly evolving world of AI video generation, specifically the viral new tool, Sora. They kick off the episode by sharing their own hilarious and slightly unsettling experiences with generating AI videos of themselves—highlighting how the technology, while impressive, still has a long way to go, especially with voice and realism. Justin mentions his AI-generated doppelgänger looks "on death's door," providing a great, visual reason to check out the video version!

The conversation quickly shifts to the high-level events and travel that define the MSP circuit. Justin, fresh off a trip to DataCon, shares his excitement about upcoming speaking engagements at ASMC (Automation, Security, and Management Conference) and the massive ConnectWise IT Nation event, encouraging listeners to connect with him on the road.

A key focus of this episode is the value of content creation for MSPs. Justin and Eric stress the importance of consistently generating short videos, whether they're "fails" or successes, and posting them to the All Things MSP Facebook Group. This initiative isn't just for laughs; it's about building a learning environment, practicing your on-camera skills, and showcasing your personality. They emphasize that the community is a supportive, judgment-free zone where MSPs can learn from each other's attempts.

Finally, Eric wraps up the episode with a call to action for the All Things MSP community, reminding listeners that the group started on Facebook and now supports over 6,000 members, with active pages on LinkedIn and YouTube.

Check Out the AI Video Fails and More:

Watch the full episode on YouTube: https://atmsp.link/YTpodcast

Connect with the Hosts:
Justin Esgar (Host): https://www.linkedin.com/in/justinesgar/
Eric Anthony (Producer): https://www.linkedin.com/in/esanthony/

Join the All Things MSP Community:
Facebook Group: https://www.facebook.com/groups/allthingsmsp
LinkedIn Page: https://www.linkedin.com/company/allthingsmsp/
YouTube Channel: https://www.youtube.com/@AllThingsMSP

Listen to the Podcast:
Apple Podcasts: https://atmsp.link/applepodcasts
Spotify: https://atmsp.link/spotify
Audible: https://atmsp.link/audible

A Big Thank You to Our Sponsors:
Gozynta (https://atmsp.link/gozynta)
EasyDMARC (https://atmsp.link/easydmarc)

In this must-watch episode of the All Things MSP podcast, hosts Justin Esgar and Eric Anthony sit down with industry veterans Amy Babinchak and Rayanne Buchianico to break down the complex process of selling your Managed Service Provider (MSP) business.They dive deep into the preparation required to ensure you maximize your valuation, covering everything from financial readiness to operational documentation and due diligence. This episode is essential listening for any MSP owner contemplating an exit strategy.
Episode Highlights:AIO is the New SEO: Before the main segment, Justin and Eric discuss the new push for AIO (AI Engine Optimization) and how they are adjusting website content to be more easily read and cached by AI systems, underscoring the shift in search strategy [00:07].
The Three Financial Metrics: Rayanne emphasizes the critical metrics every MSP owner must know before approaching a broker, including your Net Promoter Score (NPS), Recurring Revenue Percentage, and your true profit margin [06:40].
The Documentation Imperative: Amy highlights why buyers require a fully documented and operationalized business. You must prove the business can run efficiently without you for a buyer to be confident in the future revenue stream [15:58].
Clean Books Matter: Learn why using an accountant who understands the nuances of the MSP business is non-negotiable for clean financials and an accurate valuation [16:32].
Understanding Buyer Types: The experts break down the fundamental differences between selling to a strategic buyer (another MSP) versus a financial buyer (Private Equity) and how each determines your company’s value [18:25].
Preparing for Due Diligence: Amy and Rayanne offer stark advice on being completely ready for the extensive audit that begins the moment a Letter of Intent (LOI) is signed, covering everything from client contracts to HR policies [28:34].

Thank you to our amazing sponsors for supporting the MSP community:Gozynta: atmsp.link/gozynta
EasyDMARC: atmsp.link/easydmarc

Connect with the Guests:Amy Babinchak: https://www.linkedin.com/in/amybabinchak (Third Tier)
Rayanne Buchianico: https://www.linkedin.com/in/rayanneabcsolutionsfl/ (ABC Solutions, LLC & Sell My MSP)

Connect with the Hosts:Justin Esgar, Host: https://www.linkedin.com/in/justinesgar/
Eric Anthony, Founder & Producer: https://www.linkedin.com/in/esanthony/

Find All Things MSP:Subscribe on YouTube: https://www.youtube.com/@AllThingsMSP
Join our Facebook Group: https://www.facebook.com/groups/allthingsmsp
Follow us on LinkedIn: https://www.linkedin.com/company/allthingsmsp/

Listen to the full episode here:YouTube: https://youtu.be/TGYO95iKiik
Apple Podcasts: https://atmsp.link/applepodcasts
Spotify: https://atmsp.link/spotify
Audible: https://atmsp.link/audible
All Podcast Links: https://atmsp.link/YTpodcast

What if the secret to scaling your MSP was hiding in your stack?

In this episode of All Things MSP, Justin Esgar and Eric Anthony are joined by Kristen Costagliola, CTO of Syncro, to explore how consolidation and automation are reshaping the future of Managed IT Services. Kristen pulls back the curtain on Syncro’s “single platform” approach, including how they're blending PSA, RMM, M365 Management, and Cloud Backup into one seamless experience.

Discover why most MSPs waste critical hours switching between tools—and how Syncro aims to eliminate that friction. Kristen also drops major insights into Microsoft Secure Score, why configuration backup matters more than you think, and how MSPs can finally show the value of automation to clients who only call when things break.

Whether you’re tired of “single pane of glass” buzzwords or you're trying to cut ticket resolution time, this episode delivers practical ideas you can act on today.

🎯 Topics Covered:

 - Real-world benefits of consolidating PSA + RMM + M365 tools
 - Why MSPs struggle to show client value
 - Debunking the Microsoft Secure Score
 - Syncro’s vision for identity-driven RMM
 - How to survive the “treadmill” of MSP life

Perfect for: MSP owners, service managers, and technical leads who want to run leaner, smarter, and more profitable IT businesses.

Thanks for Watching!

All Things MSP is a community for managed IT service providers, IT service providers and independent computer repair people who want to grow their businesses and share best practices.  From their managed services pricing, business plan or even support automation, we discuss it all.  IT service business owners of all types can participate and share business ideas.  We also invite IT service vendors who support the channel to participate as well so long as they follow the group rules.

Here is a short list of some of the topics we discuss:
- IT Services Marketing
- IT Services Sales
- IT Services Pricing
- IT Services Contracts & Managed Services Agreements
- Managed Services Automation & Processes
- Managed Services Tools
- Managed IT Services

For more MSP related content please go to our Facebook Page: https://www.facebook.com/allthingsmsp/

And join our private Facebook Group:
https://www.facebook.com/groups/allthingsmsp/

Karl Palachuk’s Book Managed Services in a Month:
https://www.youtube.com/watch?v=HaRGAldHPM8

The opinions and statements by myself or All Things MSP are my own and do not reflect the opinions or positions of Egnyte

#MSP #ManagedServices #ITServices #ITServiceProvider #computerrepair #nosmallcreator

What if the biggest thing holding back your MSP is your hiring process?

In this episode of All Things MSP, we sit down with Dave Cava, former MSP owner and founder of PeopleSharp, to uncover why most IT service providers struggle with recruiting, when to outsource hiring, and how to build a dream team that fuels growth—not headaches.

Dave shares:

 - Why most MSPs are still hiring wrong (even at $3-7M in revenue)
 - The difference between buying talent and building teams
 - What it really takes to keep top-tier techs around
 - When to say NO to a hire—even if they look good on paper

Whether you're solo and scaling, or leading a team of 20+, this episode will shift how you think about recruiting, culture fit, and employee development in the technical space.

🔑 Highlights include:
 - “The best teams are built, not bought”
“ - You can teach skills. You can’t teach not being a jerk.”
 - Why stagnation kills staff retention, not just bad pay

👥 Perfect for: MSP owners, service managers, HR/recruiters, and tech leads looking to grow smarter.

👉 Learn how to stop making expensive hiring mistakes and create a people-first strategy that actually works.

Is hosting your own servers as an MSP still worth it in 2025? In this episode of All Things MSP, Justin Esgar and Eric Anthony tackle one of the most polarizing topics in the IT services world: whether managed service providers should still host their own on-premise servers for client workloads like email, QuickBooks, and application hosting.

They explore real-world horror stories (yes, including a backup server on a yacht), the modern risks of managing hardware infrastructure, and the ever-increasing reliability of cloud-based alternatives. From QuickBooks hosting to paper cut servers and multi-terabyte NAS setups, they break down the costs, complexity, and hidden time-sinks of on-prem hosting—and who, if anyone, should still be doing it.

Packed with hard-earned lessons, relatable tech fails, and battle-tested advice, this episode helps MSPs evaluate server hosting decisions through the lens of ROI, scalability, and technical liability. If you’re running backups, dealing with client server crashes, or thinking about spinning up Linux boxes in a colo—you need to hear this.

👉 Perfect for MSP owners, techs, and anyone who’s ever yelled at a Mac mini in a data center.

In this episode of All Things MSP, Kevin Lancaster—CEO of BetterTracker and founder of ID Agent—joins Justin and Eric to reveal how MSPs are hemorrhaging money through tech sprawl and unused subscriptions. Learn how BetterTracker is changing the game by giving MSPs deep visibility into their expenses, vendor contracts, and even client shadow IT.

You’ll hear how syncing bank accounts and Microsoft 365 can uncover hidden costs, improve EBITDA for M&A readiness, and help MSPs evolve into true business partners for their clients. Kevin shares real numbers: over $334 million in transactions tracked and one company finding $7,200 in unexpected charges.

Whether you're a solo shop or running a multi-million dollar MSP, this episode is your blueprint to cutting waste, boosting profit, and building next-level trust with clients.

🧠 Topics Covered:
 - Tracking and eliminating vendor sprawl
 - Improving MRR and profitability
 - Using BetterTracker to prospect and upsell
 - How MSPs can offer true business consulting
 - Preparing for M&A through operational clarity

DNS filtering isn't just another checkbox—it's your MSP's frontline defense. In this episode of All Things MSP, hosts Justin Esgar and Eric Anthony dive deep into internal DNS filtering, DNS management, and DNS security. This is part two of our DNS series, where we move from the external setup to what really protects your clients from the inside.

Learn how internal DNS filtering:

 - Blocks malware, phishing, adult content, and crypto mining traffic
 - Helps you upsell managed security services
 - Avoids productivity-killers and support tickets before they happen
 - Works on roaming clients, firewalls, and even mobile devices
 - Provides billable, reportable value through compliance logging

Justin and Eric also break down pricing strategies, common pitfalls, and DNS filtering gotchas—like how it can break legit apps (and how to fix it). Whether you're using Cisco Umbrella, DNSFilter, Cloudflare, or a baked-in RMM tool, this is the conversation you didn’t know you needed.

Don’t let your clients’ DNS be the weakest link. Start filtering smarter and profiting bigger.

🔗 Join the All Things MSP Facebook Group: facebook.com/groups/allthingsMSP

🎧 Subscribe on your favorite podcast platform!