All Things MSP

In Episode 113 of the All Things MSP podcast, Justin Esgar and Eric Anthony dive deep into one of the most underrated growth strategies in managed IT services: client retention. With real-world anecdotes, humor, and practical tactics, they explore what it takes to build unbreakable client relationships, how to upsell without sounding like a salesperson, and why being proactive in your client’s business isn’t optional—it’s essential.
From pricing psychology to compliance-as-a-service to printer vendors becoming your biggest threat, this episode is packed with examples any MSP can act on today. Whether you’re a solo operator or running a growing team, you’ll leave with actionable ways to increase profits, reduce churn, and stay indispensable to your clients.
Highlights:How to use client data and empathy for retention
Secrets to selling more services without cold outreach
Real examples of bundling and upselling without pushback
The compliance and AI opportunities MSPs are missing
Printer companies are stealing your clients—here’s how to stop it


🎧 Listen now and learn how to turn every client into a long-term, high-value relationship.

What does it take to go from field tech to owning the entire MSP? In this episode of the All Things MSP Podcast, we sit down with John Snyder, CEO of Net Friends, to unpack one of the rarest and most inspiring journeys in the IT services industry. With over 25 years in the trenches, John shares the real story—no fluff—of how he transformed from a tech with no laptop to the leader of a 40-person MSP.Discover why asking for ownership almost never works—and how John made it happen anyway. Learn how he navigated a leadership vacuum, defended the service arm of his company, and used the EOS framework to create accountability and growth. You’ll also hear about the crucial role mentorship (or the lack of it) played, the impact of team loyalty, and the power of patience when building a leadership legacy.If you’re a tech dreaming of more, a manager stuck in the middle, or an owner planning your exit, this episode delivers hard-won insights from someone who’s walked the entire path.

Sponsors:
Nodeware - https://atmsp.link/nodeware
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If you're running a managed IT services company and struggling with direction, delegation, or growth, this episode will shift your mindset. Hosts Justin Esgar and Eric Anthony dive deep into the Entrepreneurial Operating System (EOS) and how MSPs—from solo operators to 20+ seat teams—can use it to build a stronger, scalable business.
They break down how EOS helps clarify roles, enhance accountability, and separate the visionary from the integrator in your company, even if you're both. Whether you're using Traction, Pinnacle, BOS, or you're just EOS-curious, you'll learn how this simple framework can transform your business structure, improve your processes, and make you a more intentional leader.
Discover why scorecards, org charts, and separating roles are more than buzzwords—they’re survival tools for scaling your MSP in 2025 and beyond.
Plus: Justin shares real-world examples from his own company, including how EOS-style thinking led to new products, partnerships, and even a better ticketing process.
This episode is full of practical advice, laughs, and a few hard truths you don’t want to miss.
🎧 Subscribe now and take the first step toward structure that actually works.

In this episode of All Things MSP, Justin Esgar and Eric Anthony tackle a critical but overlooked success factor for managed service providers: creating an org chart—even if you're a solo shop!

Discover why having defined roles and responsibilities is essential for your MSP's growth, scalability, and sanity. Whether you're a one-person powerhouse or running a 20-employee team, you'll learn how to:

 - Plan hiring, outsourcing, and automation effectively
 - Prioritize revenue-driving roles over busywork
 - Avoid the common trap of endlessly adding techs without structure
 - Use AI carefully (and when not to!)
 - Design a vision for your business that motivates and scales

Packed with real-world MSP advice and fresh ideas, this episode is your blueprint for evolving from chaos to clarity.

🎯 Bonus: Get insights into planning around new AI tools, and how building an org chart now will make future hiring faster, cheaper, and smarter.

Tune in and get ahead of your competition!

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In this episode of the All Things MSP podcast, hosts Justin Esgar and Eric Anthony sit down with MJ Shoer, Chief Community Officer at GTIA (formerly CompTIA), to uncover the why behind the rebrand and how it impacts managed service providers (MSPs).MJ shares the behind-the-scenes story of the evolution from CompTIA to the Global Technology Industry Association (GTIA), and how the nonprofit is doubling down on helping MSPs with community-driven resources, global networking, business education, cybersecurity programs, and its upcoming flagship event, ChannelCon in Nashville.Whether you're a seasoned provider or new to the channel, this episode delivers actionable insights on:- The real benefits of vendor-neutral community
- How MSPs are using GTIA research to drive sales
- What’s new (and what’s gone) post-CompTIA rebrand
- Why now is the perfect time to (re)join GTIA

🎯 Don't miss this conversation—it could reshape your MSP’s future.

Feeling unmotivated, rejected, or just burned out? In this episode of the All Things MSP Podcast, hosts Justin Esgar and Eric Anthony get real about the emotional rollercoaster that comes with running or working in an IT services business. From personal burnout to business rejections and client complaints, they break down what it really feels like when a week goes sideways—and how to come back stronger.If you’ve ever wondered how much failure you can take before calling it quits—or if success is even worth the stress—this conversation will hit home. Justin shares the reality of taking multiple hits in one day and what it taught him about resilience. Eric offers practical systems and mindset hacks that help you regain control when everything feels out of control.💥 Whether you're an MSP owner or tech working the front lines, this is your reminder that you’re not alone. Burnout is real, motivation fades, but your next big win might be one mindset shift away.Topics Covered:- How to recover when burnout hits hard
- Dealing with rejection from vendors and clients
- Daily habits that truly move the needle
- Mental health tips for technical founders
- The real ROI of consistency over time

Tune in and learn how to bounce back stronger—even after a week that sucks.

Visit our sponsors:
Helpt - https://atmsp.link/helpt
Nodeware - https://atmsp.link/nodeware

Are you holding on to clients who are draining your resources, your time, or your sanity? In this brutally honest and relatable episode, Justin Esgar and Eric Anthony dive into a topic every MSP eventually faces: when and how to fire a client.

With over 17 years in the IT services industry, Justin shares real-world stories about the rare but necessary times he’s had to cut ties with problematic clients—and the surprising outcomes that followed. Eric brings 30+ years experience and the strategic insight with a red flag checklist every MSP should review to protect their business, their team, and their bottom line.

Learn how to identify:
- Clients who ignore your advice
- Those who weaponize emergencies
- Serial non-payers
- And the absolute deal-breaker: clients who mistreat your staff

Whether you're a solo MSP operator or running a growing team, this episode will give you the confidence and clarity to take control of your client roster.

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Is MSP marketing a waste of money—or are you just doing it wrong?In this unfiltered episode of All Things MSP, hosts Justin Esgar and Eric Anthony tackle the controversial statement made at the Adobe Summit: "Marketers are full of 💩." They break down the real reasons why many IT service providers struggle to see results from marketing agencies and lead generation services.Whether you're a one-man shop or a growing MSP, this episode will help you rethink how you're spending time and money on marketing. From building a personal brand to managing client expectations, Justin and Eric dive into:
Why most MSPs fail at marketing (hint: it's not just the marketers)
What you really need before hiring an agency
The three pillars of successful MSP marketing
Real talk on lead generation services, brand building, and awareness
How to balance tech work with business growth

If you're frustrated with your marketing ROI or thinking about hiring a firm, this episode will give you the clarity (and reality check) you need.

🎯 Perfect for MSP owners, solo operators, and tech-forward business leaders.

In Episode 105 of All Things MSP, Justin Esgar and Eric Anthony dive into the rapidly evolving landscape of AI and what it really means for managed service providers. With AI hype reaching peak levels—from generative tools like ChatGPT and Copilot to agentic AI claiming to automate entire roles—how do MSPs separate fact from fiction?

We explore real-world use cases, serious risks, and the policy pitfalls your clients are already walking into. This isn’t about fearing AI—it’s about owning the conversation and guiding your clients through it with clarity, confidence, and a solid strategy. From compliance and security concerns to whether AI is just Clippy 2.0 in disguise, Justin and Eric lay out the opportunities MSPs can actually monetize—like creating updatable AI use policies—and how to avoid becoming an unwilling beta tester for bad tools.

💡 Whether you’re a solo MSP, part of a fast-growing team, or the tech lead helping clients navigate tech chaos, this episode delivers the unfiltered take you need to hear.

Watch, comment, and share your AI horror stories and success tips in the All Things MSP Facebook Group or on LinkedIn!

Is your personal brand helping—or holding back—your MSP business? In this episode, Justin Esgar and Eric Anthony break down the why and how behind building a personal brand as an IT services provider. Whether you're an MSP owner or a technical team member, your identity matters more than ever in today’s relationship-driven B2B space.You’ll hear powerful real-world examples from inside the industry, including stories about building employee brands that boost the business rather than threaten it. From speaking gigs and networking groups to live streams, books, and even viral social posts, Justin and Eric lay out a practical, no-fluff path to building a personal brand that attracts leads and earns respect.They also dive into imposter syndrome, fear of public speaking, and how to overcome the biggest roadblocks most IT professionals face when they try to get more visible.This episode is packed with actionable advice, encouragement, and a touch of irreverence to help you stand out in a crowded market. It’s a must-listen for any MSP team ready to level up their visibility, reputation, and reach.Topics include:
Why personal brands are assets, not threats How to get started with video, writing, or public speaking Turning your personal story into business growth Using tools like ChatGPT to speed up content creation Why consistency trumps perfection in brand-building