Tales From the Trenches: Wisdom from the Frontlines of Managed Services

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Your Triage and Dispatch process is vital for your MSP. This process (and the people that perform the process) setup the tickets coming into your MSP for success. This sets a number of other pieces in motion. If you set the ticket up for success, you set the tech up for success, and ultimately this helps set the client up for a great experience with your service.

You MUST have a Triage and Dispatch process, and someone needs to own this process. Natalie and I walk through this process and concept in this week's Tales From the Trenches.

One important thing to keep your eye on at your Managed Service Provider is keeping your team up-to-speed with learning new skills. From tech skills to soft skills to leadership skills your team all needs to continue getting smarter.

This isn't just for the MSP techs, but for the whole company - including the owner. In our podcast this week Natalie and I talk about building a professional development plan and some ideas around how to motivate your team, and level up the skills for your MSP employees.

Check out the Pax8 Peer Groups: https://www.pax8.com/en-us/academy/groups/

Check out the Pax8 Instructor Led Training: https://www.pax8.com/en-us/academy/training/ 

🌐 Connect with Adam on LinkedIn: https://linkedin.com/in/ahannemann

🌐 Connect with Natalie on LinkedIn: https://www.linkedin.com/in/natalie-hell/ 

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Natalie and I don't really coordinate our topics that carefully, but often we land on the same topic each week. This week was finance.

Our conversations throughout the week led us to how important it is to understand your MSP financial situation properly and make decisions on your finances. Join our conversation as we talk about the importance of understanding finance.

Links from the conversation:

If you're looking for more information about Peer Groups check this link out: https://www.pax8.com/en-us/academy/groups/

Connect with Adam on LinkedIn: https://linkedin.com/in/ahannemann  Connect with Natalie on LinkedIn: https://linkedin.com/in/natalie-hell 

New client onboarding is one of those vital processes for your MSP. Managed Service Providers MUST onboard new clients well. When client onboarding is done well everyone wins. When client onboarding isn't done well, everyone loses.

Onboarding sets your team up for success with the new client, it sets the client up to know what to expect, and it's often the first work you do for the client. Natalie and Adam will cover the important pieces of onboarding new MSP clients in this week's episode of Tales from the Trenches. More Onboarding Content:

1️⃣ Adam's onboarding process: https://youtu.be/KwwLSklQjGY

2️⃣ Adam's onboarding slides: https://youtu.be/1hoksunMatc

3️⃣ Adam's Blog post about Onboarding: https://adamhannemann.com/mastering-msp-client-onboarding-a-repeatable-path-to-success/

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One of the most common sayings we have in Peer Groups is that "You must be present to win." When you try and attend a meeting that is largely in person, but you attend remotely it really inhibits the value you gain from being in the group in the first place. So, in short, you get more from your Peer Group from being there and fully engaged than attending remotely.

Check out the Pax8 Peer Groups: https://www.pax8.com/en-us/academy/groups/

We made this podcast/video series to talk about all things Peer Groups. It makes sense for us to tell you a little bit about how each of us got our Peer Group start.

Welcome to Tales from the Trenches: MSP Peer Group Origin Stories.

Check out the Pax8 Peer Groups: https://www.pax8.com/en-us/academy/groups/ 

Join Adam's Newsletter: https://adamhannemann.com/newsletter 

Connect with Adam: https://linkedin.com/in/ahannemann

Connect with Natalie: https://www.linkedin.com/in/natalie-hell/ 

Every week (or every other week at least) we have conversations around marketing. Specifically, how do I generate more leads? Many MSPs approach this with what I call "random acts of marketing" where they try a bunch of different things without anything approaching a plan.

This week's podcast is all about building up your core marketing muscle. You must do a few things well, and we're covering the MOST IMPORTANT pieces of your marketing puzzle.

Related videos:

Check out the Pax8 Peer Groups: https://www.pax8.com/en-us/academy/groups

Join Adam's newsletter: https://adamhannemann.com/newsletter

What do you do when you have a key employee that gives their notice? Do you have a backup plan? Are you doing what you can to keep them from even wanting to leave? Keeping your people happy is one of those important things that you must think about as a people leader and MSP Business Owner.

In this episode we talk about keeping your key employees and strategies for handling when the inevitable happens and they want to leave. We also talk about hiring your first Service Manager. Both solid topics, and we're likely to revisit over time.

Check out the Pax8 Peer Groups: https://www.pax8.com/en-us/academy/groups/

Connect with Adam: https://linkedin.com/in/ahannemann

Connect with Natalie: https://www.linkedin.com/in/natalie-hell/ 

Many MSPs wonder how many packages they should have. Should you have 1 package to rule them all or should you have the age old bronze, silver, and gold packages? Should you have different security offerings on your different packages? What's the right call? If you have any of those questions today's episode is for you. 

You can watch the video version of this episode on the Ramblings of a Geek YouTube channel here: https://youtube.com/@Adam-Rambles

Tales from the Trenches is a brand new Podcast about life in the Managed Services (MSP) space. We will be releasing new content each Thursday about conversations from the week that we've had with MSPs in the space. Join Adam and Natalie while they navigate through the issues MSPs face on a daily basis. New episodes each Thursday. 

There will be video versions available on YouTube as well. You can find them here: https://www.youtube.com/playlist?list=PL4Oa0PmgihVtFKYAZcNHKHGOtbRhSjxpB