Guest Name: Dan Adams  LinkedIn page: https://www.linkedin.com/in/danielericadams/ Company: https://up-skill.com Hosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/

Dan Adams brings a wealth of experience to the table with a seasoned career in information technology that stretches back to his days on the initial team integrating Macintoshes onto PC networks. From his early involvement with software company Novell, Dan has seen the IT industry evolve significantly. Today, he proudly holds two pivotal roles: as the CEO of Upskill Consulting, where he's committed to enhancing career progression and success for IT professionals, and as Chairman of NENS, a thriving managed services provider. His remarkable journey through IT demonstrates a track record of leadership, innovation, and dedication to the industry.

Episode Summary:

In this enlightening session of MSP Business School, host Brian Doyle welcomes back Dan Adams, a returning guest and now a "friend of the show," who has provided Brian and his team invaluable insights on numerous occasions. This episode delves into the nuanced terrains of MSP branding, team building, and the evolution of customer expectations in the IT space; a sector where Dan has decades of impactful contributions.

The dialogue begins with a dive into market differentiation, as Dan reflects on the shift from vendor certifications toward more substantive brand distinctions based on process transparency and service delivery. He emphasizes the importance of showing customers a roadmap for success, rather than solely relying on technical accreditation to instill confidence. Moreover, the conversation flows into the strategic importance of setting and exceeding client expectations. Dan advises that understanding the client's definition of success is essential for any MSP aiming to become a true trusted advisor. The episode concludes with rich discussions on the maturity of MSP businesses and the powerful role of systematized processes in both client engagement and operational consistency.

Key Takeaways:

• Vendors' certifications are no longer the key differentiator in the MSP market; instead, clearly defined processes and the customer success roadmap play a more significant role.

• Successful MSPs must align their service delivery with the client's expectations of success to achieve trusted advisor status.

• Experience and a proven track record in delivering IT services contribute greatly to establishing credibility and fostering trust.

• Fostering transparency and showing the methodology behind services not only instills confidence but also sets up a collaborative relationship with clients.

• The maturation of an MSP i