MSP Business School

In this engaging episode of MSP Business School, host Brian Doyle takes listeners through a comprehensive exploration of Technology Business Reviews (TBRs) and their evolving role in the MSP industry. TBRs have shifted from data-heavy presentations to become more strategic and client-focused, addressing clients' growing needs around cybersecurity, compliance, and risk management.

Brian Doyle delves into a structured approach to Quarterly Business Reviews (QBRs), breaking down the process into four distinct phases. Each phase targets specific aspects of technology management—from setting a solid foundation in Q1 to addressing security and risk in Q2, examining health and assets in Q3, and culminating in a year-end summary. By consistently updating scorecards, roadmaps, and strategic plans, MSPs can provide clients with a clearer view of progress and maintain transparency and trust in their business relationships.

• Brian Doyle emphasizes the need for MSPs to transition TBRs from sales meetings to strategic planning sessions to better engage clients.
• Implementing a quarterly QBR cadence helps in systematically addressing security risks, assets, and compliance, ensuring consistent client engagement.
• The joint strategic plan is crucial for aligning technology goals with business objectives, providing clarity on project impacts and fostering better decision-making.
• Regular feedback loops, such as CSAT and Net Promoter Score surveys, are vital for maintaining strong relationships with key stakeholders in client organizations.
• Documenting risk assessments and client decisions is essential for liability protection and demonstrating value in MSP services.

Show Website: https://mspbusinessschool.com/

Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/

Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of MSP Business School, host Brian Doyle interviews Danny Brown, a veteran in the MSP industry who made the transition from a technical background to thriving in sales and business growth. Doyle and Brown delve into the critical changes MSP owners need to adopt for growth, effective sales strategies, and the importance of having the right mindset and processes in place.

Brown discusses his journey from a technical specialist to a business leader, emphasizing the importance of letting go and trusting employees to succeed. The conversation covers actionable insights for MSP owners struggling to build a sales process, highlighting the significance of focusing on ideal client profiles (ICPs) and understanding customer needs. Furthermore, Danny shares his experiences and tips on improving public speaking skills, adapted from his co-authored book "Talk it Up," to help MSP owners better connect and communicate their value.

Key Takeaways:

• Mindset Shift: Embrace an abundance mindset instead of a scarcity one; this shift can lead to letting go and empowering employees.
• Effective Processes: Implement standard operational procedures (SOPs) and proper training mechanisms to foster a trusting and efficient work environment.
• Sales Strategies: Know your ideal client profile (ICP) and build connections rather than pushing for immediate sales. Understand your sales numbers and pipeline metrics to fine-tune your approach.
• Public Speaking: Improve your public speaking skills with nonverbal communication strategies to foster trust and engagement.
• Be Omnipresent: Increase brand awareness by being omnipresent in your industry and participating actively in industry events, conferences, and podcasts.

Guest Name: Danny Suk Brown

LinkedIn page: https://www.linkedin.com/in/dannysbrown/

Company: AppMeetup

Website: https://appmeetup.com/

Show Website: https://mspbusinessschool.com/

Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/

Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of the "MSP Business School" podcast, host Brian Doyle welcomes Craig Stanland for an earnest and enlightening discussion about overcoming adversity and rebuilding one's life after hitting rock bottom. Craig narrates his dramatic story of professional success veering into a catastrophic fraud that led to a prison sentence. This episode offers an inside look at Craig's initial rise in the tech industry, his subsequent downfall, and how he has harnessed this experience to transform into a respectable author and keynote speaker focused on fraud prevention and personal reinvention.

Through an engaging conversation, Craig and Brian explore themes of identity, self-worth, and the dangers of living beyond one's means. They discuss the concept of the "fraud triangle" and how perceived need, opportunity, and rationalization can lead someone down a path of wrongdoing. Craig provides insight into his reinvention journey, highlighting pivotal moments such as his mentor's advice to view his future as a "blank canvas." Leveraging his journey, Craig illustrates how individuals can transform their lives by embracing creation over chasing material success and serving a purpose greater than themselves.

• Perceived Needs and Identity: Craig sheds light on how living a lifestyle to fill perceived inadequacies and unworthiness led to a series of irreversible choices.

• Understanding the Fraud Triangle: The discussion delves into the fraud triangle concept, examining how perceived need, opportunity, and rationalization play critical roles in unethical decisions.

• Embracing Reinvention: Craig believes in the power of starting anew, viewing setbacks as opportunities to paint a new "blank canvas."

• Transformation and Purpose: Discover how connecting, creating, and contributing can lead to a fulfilling life with a meaningful impact.

• Taking Responsibility: Craig's story underscores the importance of owning one's choices to gain freedom from past mistakes and create a brighter future.

Guest Name: Craig Stanland

LinkedIn page: https://www.linkedin.com/in/craigstanland/

Company: Reinvention Architect Advisors LLC

Website: https://craigstanland.com/

Show Website: https://mspbusinessschool.com/

Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/

Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of the MSP Business School podcast, Brian Doyle welcomes customer service guru Vance Morris, a former Disney executive, to explore the intersection of Disney's world-class customer service methodologies and their application to various business models. With a focus on customer success—a topic often overshadowed yet crucial in building and maintaining great businesses—Vance articulates his transition from Disney to entrepreneurship, crafting experiences that lead to customer loyalty and retention. His expertise shines as he discusses the simple yet effective strategies any business can implement to enhance their customer interaction.

Vance outlines how businesses can infuse Disney's attention to detail and customer engagement tactics into their own operations. By sharing his journey from Disney to running a carpet cleaning business targeting affluents, he exemplifies how to create premium customer experiences. Concepts like consistency in service, customer respect through simple gestures, and strategic touchpoints for referrals are delved into with practical insights. Listeners will discover how Morris adeptly transformed seemingly mundane service processes into memorable experiences that boost referrals and customer satisfaction. His stories of success underline the importance of meticulous planning and execution when designing customer interactions.

• Customer Experience is Key: Drawing from Disney principles, consistently elevate everyday interactions to build stronger customer relationships.
• Meticulous Attention to Detail: Like Disney's operations, businesses should focus on flawless execution in all aspects of customer experience, from attire to follow-up processes.
• Engineered Referrals: Proactively structure referral opportunities to encourage word-of-mouth marketing, rather than leaving it to chance.
• Tailoring Unique Experiences: Adapt successful customer engagement strategies to fit the unique ethos of your business as Vance did in his carpet cleaning venture.
• Simple Gestures, Big Impact: Basic principles like punctuality, live communication, and simply doing what you claim can significantly enhance customer trust and loyalty.

Guest Name: Vance Morris

LinkedIn page: https://www.linkedin.com/in/vancemorris/

Company: Deliver Service Now institute

Website: https://deliverservicenow.com/

Show Website: https://mspbusinessschool.com/

Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/

Sponsor vCIOToolbox: https://vciotoolbox.com

In this enlightening episode of MSP Business School, host Brian Doyle engages with Taiye Lambo, an expert outside the traditional MSP community, to delve into the burgeoning world of AI. Introduced as a crucial discourse surrounding artificial intelligence, the conversation captures Taiye's insights on the myriad ways AI can be implemented responsibly, focusing on his Project Cerebellum initiative. Taiye Lambo's distinctive experiences, from his early days as an IT manager in the UK to his current work in AI governance, serve as a backdrop for this intriguing discussion.

Throughout the episode, Taiye elaborates on the complexities of AI integration in modern technology, emphasizing the need for a balanced approach between innovation and risk management. The conversation encompasses discussions about frameworks like the NIST AI RMF and emerging regulations, such as the Texas Responsible AI Governance Act (TRAIGA). Taiye's passionate advocacy for harmonizing global AI standards and promoting an efficient, secure, and ethical approach to AI adoption is laid bare, making this episode a valuable listen for those invested in technology ethics and cybersecurity.

• AI Integration Complexity: The expanding role and potential challenges of AI in tech sectors necessitate a thoughtful approach to integration, prioritizing innovation without compromising security.

• Risk Management Balance: Organizations must evaluate their position on the innovation curve, balancing between leading-edge and laggard tendencies depending on their risk appetite.

• Regulatory Insight: The importance of aligning with frameworks like NIST AI RMF to meet emerging state-level AI regulations, as exemplified by Texas's upcoming AI governance law, is highlighted.

• Project Cerebellum's Mission: Taiye introduces his initiative's mission to harmonize AI best practices across global standards, offering practical tools and frameworks like the TAMEScore platform.

• Future of AI Governance: Encouragement for stakeholders to proactively engage with AI technologies, understanding the dual impacts, both beneficial and risky, of thes

Guest Name: Taiye Lambo

LinkedIn page: https://www.linkedin.com/in/taiyelambo/

Company: Holistic Information Security Practitioner Institute (HISPI)

Website: https://www.hispi.org/

Show Website: https://mspbusinessschool.com/

Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/

Sponsor vCIOToolbox: https://vciotoolbox.com

In this engaging episode of MSP Business School, host Brian Doyle is joined by Sam Glynn—a notable figure in the GRC landscape—to pull back the curtain on the intricacies of compliance within MSPs. Sam Glynn shares his wealth of expertise from a career that has advanced from IT management in financial services to becoming a specialist in cybersecurity and compliance. Listeners are introduced to the significance of GRC, particularly how MSPs can align themselves with increasing regulatory demands while fostering profitability and customer satisfaction.

The episode delves into the hurdles MSPs face when confronted with compliance audits and assessments. Sam explains how MSPs can view these assessments as opportunities to strengthen client relationships and increase revenues rather than as adversarial encounters. With an emphasis on understanding the framework alignment and the nuanced art of risk management, the conversation underscores the importance of embracing these challenges to enhance services and outcomes. The episode wraps up with a focus on Sam's advisory role, offering a perspective that's both realistic and strategic for organizations striving to improve their security posture.

• Understanding GRC: Sam Glynn illustrates how MSPs can navigate Governance, Risk, and Compliance to achieve compliance while maintaining profitability and improving service delivery.

• Partnering for Success: Enlisting experts like Sam can transition an MSP's role from a mere service provider to a strategic partner capable of advising clients on risk management and compliance.

• Framework Alignment & Risk Management: Embrace the interpretive nature of risk management processes, focusing on impacts and likelihoods to develop robust and tailored security strategies.

• Regulatory Insights: Compliance is not solely about meeting regulatory requirements; MSPs must also consider best practices for comprehensive security that addresses today's threats.

• VCISO Clarity: The role of a virtual Chief Information Security Officer (VCISO) extends beyond IT technicalities to include governance, risk management, and strategic alignment with organizational objectives.

Guest Name: Sam Glynn

LinkedIn page: https://www.linkedin.com/in/samglynnie/

Company: Secure and Assure

Website: https://secureandassure.com/

Show Website: https://mspbusinessschool.com/

Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/

Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of the MSP Business School, host Brian Doyle is joined by Ian Richardson of Fox and Crow to discuss the critical topic of growth for Managed Service Providers (MSPs) and common sales pitfalls. Ian shares his journey from the founding to the eventual sale of his MSP and highlights key lessons learned from mistakes in outbound sales practices. The conversation delves into the scientific approach and data-driven insights that can help MSPs overcome the stagnation typically faced once initial networks and referrals are exhausted.

The discussion focuses on the importance of consistent outbound activity and effective communication with prospects to maintain growth momentum. Ian emphasizes personal interactions over relying solely on technology and automation, advocating for a "dial the phone" strategy to reach potential clients and gather valuable insights. Additionally, Ian introduces Instinct, a software solution developed at Fox and Crow that leverages data from millions of outbound dials to provide MSPs with competitive intelligence and performance diagnostics. The episode concludes with strategic advice for MSPs to shape their sales.

Key Takeaways:

• Understand MSP Sales Challenges: Ian Richardson shares his insights on the common missteps and challenges faced by MSPs when it comes to sales and growth.
• Embrace Outbound Consistency: The importance of consistent and targeted outbound calling is stressed as a crucial component to generating new leads and appointments.
• Leverage Competitive Intelligence: Using competitive insights and data analytics can help MSPs position themselves favorably in the market and respond proactively to competitors' actions.
• Invest in Training and Systems: Effective sales processes require dedicated time, training, and the right tools to support sales reps and optimize outcomes.
• Utilize Technology Wisely: While technology and analytics are useful, Ian stresses the need to prioritize personal interactions and relationships in business development.

Show Website: https://mspbusinessschool.com/

Guest

Name: Ian Richardson LinkedIn page: https://www.linkedin.com/in/ianalexanderrichardson/ Company: Fox & Crow Website: https://www.foxcrowgroup.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this enlightening episode of MSP Business School, host Brian Doyle sits down with Brian Hoppe to dig deep into the dynamic world of Managed Service Providers. With decades of experience under his belt, Hoppe shares invaluable insights on navigating the tricky terrain of business growth, from the nascent stages to gearing up for exit strategies. The discussion opens up at IT Nation, a gathering close to Hoppe's heart for its opportunities to reconnect and expand within the MSP community, setting the stage for a conversation rich in experience and industry insight.

Tackling the trajectory from startup to maturity, the duo explores crucial strategies for MSPs. Brian Hoppe emphasizes understanding financial fundamentals early on, like gross margin and EBITDA, which are vital for eventual scalability and exit readiness. He stresses the importance of evolving from a tech-oriented approach to a shareholder mindset, which ensures MSPs are not only viable but thriving engines of innovation and profit. This thought leadership episode is a treasure trove for MSPs at any stage of their journey, especially those eager to future-proof their operations amid constant technological evolution.

• Understand Financial Metrics: Early understanding of key financial metrics, such as gross margin and EBITDA, is essential for sustainable business growth in the MSP industry.
• Shift to a Shareholder Mindset: Transitioning from a technician-oriented mindset to a shareholder's perspective can dramatically reshape businesses' value creation and growth strategies.
• Develop a Sales Engine: Scaling successfully involves moving beyond owner-led sales to building a robust growth engine that isn't dependent solely on referrals.
• Focus on Leadership Development: As businesses grow, establishing a second tier of leadership and fostering a mature, scalable organization becomes crucial.
• Prepare for Exit Early: Exit strategies should be planned early in the business life cycle, ensuring maximum valuation and smooth transitions when opportunities arise.

Guest Name: Brian Hoppe

LinkedIn page: https://www.linkedin.com/in/brianhoppe/

Company: Brian Hoppe Coaching

Website: https://brianhoppe.com/

Show Website: https://mspbusinessschool.com/

Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/

Sponsor vCIOToolbox: https://vciotoolbox.com

In this engaging episode of MSP Business School, host Brian Doyle welcomes guest Bobby Jacobs from Thread, an AI-driven service delivery platform. Their discussion centers around Bobby's journey to becoming a leader at Thread, his entrepreneurial background, and the continuous evolution within the MSP community driven by AI technological advancements. As they reminisce about their recent meetup at IT Nation, Bobby sheds light on how Thread has grown beyond just a typical service provider to being an innovator mentioned for changing service delivery paradigms with AI.

Bobby Jacobs explores the shifting landscape of MSPs, emphasizing the importance of automation and self-service capabilities in service desks. He notes the criticality of adapting to changes driven by AI, which enables MSPs to streamline operations and improve service quality while maintaining competitive pricing. With AI technologies allowing automation of mundane tasks, Bobby argues that MSPs should embrace these changes or capitalize on the current peak in MSP valuations to sell. Brian and Bobby further highlight the potential for MSPs to transform and deliver even deeper value to customers through these innovative solutions.

• Adapting with AI: Embracing AI in service delivery is a growing necessity, enabling MSPs to streamline operations, reduce costs, and improve service quality.
• Change in Metrics: Traditional metrics like endpoint-to-technician ratios are being redefined by AI, necessitating changes in service desk strategies for better efficiency.
• Sales Enablement: Bobby highlights the importance of grooming MSP sales teams to accurately scope opportunities and communicate AI benefits to end customers.
• Embracing Innovation or Exit: MSPs should either embrace AI-driven changes or consider selling while valuations are high, as standing still is not an option.
• Exciting Opportunities: There is great potential for MSPs to innovate and deepen their customer relationships by focusing on AI-driven solutions.

Guest Name: Bobby Jacobs

LinkedIn page: https://www.linkedin.com/in/bobbyjacobs/

Company: Thread

Website: https://www.getthread.com/

Show Website: https://mspbusinessschool.com/

Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/

Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of MSP Business School, host Brian Doyle welcomes Dave Maik from Valley Mail. The conversation dives into the evolution of technology and security solutions within the MSP space, highlighting how Valley Mail is addressing the growing need for robust email security protocols. Dave sheds light on his journey through various tech transformations since the mid-90s, emphasizing the morphing of traditional computing into cloud-based solutions and the critical role of MSPs in maintaining security.

The discussion provides an insightful overview of the current challenges businesses face, particularly with the recent enforcement of email security protocols by major providers like Google and Microsoft. Dave explains how these changes necessitate the implementation of DMARC, SPF, and DKIM protocols to ensure emails reliably reach their intended recipients without getting flagged. Emphasizing the importance of selecting the right security stack, Dave points out the risks of overspending on unnecessary solutions and introduces Valley Mail's automated solutions designed for ease and efficiency.

• Evolution of IT Security: Technology has rapidly evolved, morphing from basic computing to the complexities of cloud-based solutions, necessitating strong security frameworks.

• Email Security Protocols: Recent updates by Yahoo, Google, and Microsoft require businesses to implement DMARC, SPF, and DKIM protocols to ensure email deliverability and authenticity.

• Valley Mail Solutions: Valley Mail offers user-friendly and cost-effective solutions to assist MSPs in configuring and maintaining essential email security settings efficiently.

• Assessing Security Needs: MSPs are encouraged to evaluate their security solutions carefully, using tools and resources like Valley Mail's free Monitor product to analyze their current state.

• Community Engagement: Dave Maik remains committed to educating and assisting MSPs in selecting and deploying the right security solutions without unnecessary complexity or cost.

Guest Name: Dave Maik

LinkedIn page: https://www.linkedin.com/in/davemaik/

Company: Valimail

Website: https://www.valimail.com/

Show Website: https://mspbusinessschool.com/

Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/

Sponsor vCIOToolbox: https://vciotoolbox.com