The IT Experts Podcast

Kicking off at number five, we revisited Episode 34 with Nigel Moore, titled "Perfect MSP Pricing." This episode is a must-listen for anyone struggling with the intricacies of MSP pricing strategies. Nigel, the founder of The Tech Tribe, delves into the essentials of structuring your pricing to avoid the all-too-common bespoke deals that can stifle an MSP's growth. We discussed the continual evolution of pricing models and how establishing standard packages can significantly streamline your sales process and client onboarding.

The fourth spot is claimed by Episode 75 with Daniel Welling, discussing how to "Increase the Value of Your MSP." This show is crucial for MSPs considering their exit strategy or simply aiming to enhance their business valuation. Daniel's expertise in M&A shines through as we cover the importance of preparing your MSP for a potential sale from the ground up, emphasising long-term contracts and a robust operational structure to attract serious offers.

Next, at number three, is Episode 125 with my business partner Stuart Warwick, on "Picking Low Hanging Fruit." This episode focuses on the pivotal role of effective account management in not only maintaining but also expanding your client relationships. We outlined a five-step process to refine your account management strategy, ensuring that your business consistently nurtures and grows its existing client base, thereby boosting your profitability without the constant chase for new leads.

The runner-up in our countdown is Episode 182, titled "Help, I Need to Get Out of My Own Way," featuring a heartfelt discussion with Mark Stevens. This episode serves as a beacon for any MSP owner feeling overwhelmed or stuck in a rut. Mark's story is a testament to the power of perseverance and the importance of seeking support when needed. His experience highlights the transformative impact that stepping back and trusting a structured coaching process can have on both personal and business growth.

Finally, topping the chart at number one is Episode 86 with Richard Tubb, focused on "Mindset Magic." Richard's insights into the MSP business mindset are invaluable. We explored how shifting from being a busybody to a strategic thinker can dramatically improve your business operations. His emphasis on routine over discipline and the necessity of removing ego to foster vulnerability within leadership were particularly eye-opening.

Each of these episodes of the ITE Podcast not only shared invaluable wisdom but also demonstrated different facets of managing and scaling an MSP effectively. Whether it's refining your pricing strategy, preparing for an exit, enhancing client relationships, overcoming personal obstacles, or transforming your mindset, these episodes collectively provide a blueprint for MSP success.

If you've found these insights valuable, don't forget to check out the full episodes linked in our show notes. And as we gear up for the next 200 episodes of the ITE Podcast, we continue to invite all tech leaders and MSP enthusiasts to join us in sharing, learning, and growing together. Remember, if you've got a story to tell or an insight to share, drop me a message at [email protected] or connect on LinkedIn. Let's keep pushing the boundaries and making change happen within the MSP space.

Here's to making impactful changes in your MSP and scaling new heights. Don't forget to leave us a review on iTunes or Spotify.

Don't forget to drop your question HERE to be part of the IT Experts Podcast AND win a £200 Amazon voucher.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

Neil Smith explains how his journey into the cyber advisor space has not only strengthened his business by enhancing his credibility but also provided new revenue opportunities. He explains that the cyber advisor role is not just about securing clients but about positioning yourself as a trusted authority in the field of cybersecurity. With cybersecurity becoming more complex, Neil highlights the importance of MSPs adopting the Cyber Essentials and Cyber Essentials Plus certifications as a minimum standard. According to Neil, these certifications, which are significant milestones, are achievable and can set an MSP apart from the competition.

A key takeaway from our conversation is the opportunity that the cyber advisor role presents in a rapidly evolving regulatory landscape. Neil points out that the UK government has been moving towards regulating MSPs, particularly in terms of cybersecurity. While the regulatory changes may still be a few years away, Neil wisely suggests that proactive MSPs should get ahead of the curve by becoming cyber advisors now. By doing so, MSPs can not only comply with future regulations but also monetise the process through gap analysis services and further consulting.

Neil Smith shares that Reform IT chose to go down the IASME route for their Cyber Essentials Plus and Cyber Assurance certifications. This route was more cost-effective and provided the same level of credibility as the more expensive ISO 27001 certification. Neil explains that becoming a cyber advisor involves not just the certification of the business but also the training and accreditation of an individual within the organisation. This dual approach ensures that the business is fully prepared to deliver the cyber advisor service to clients.

One of the key benefits of becoming a cyber advisor, as Neil explains, is the ability to add substantial credibility to your MSP. With the official NCSC Cyber Advisor logo on your website and marketing materials, you can demonstrate to potential clients that you take cybersecurity seriously. Neil notes that this level of recognition can be a game-changer, particularly as more clients start to look for MSPs who can prove their commitment to cybersecurity.

Throughout the episode, Neil and I discuss the tangible benefits of being a cyber advisor, including the opportunity to stand out in a crowded market. Neil shares that, as of August 2024, there are only 82 organisations listed as cyber advisors in the UK. With approximately 15,000 MSPs across the country, this presents a significant opportunity for early adopters to differentiate themselves and capture market share.

In closing, Neil Smith offers practical advice for MSPs considering the cyber advisor route. He suggests leveraging the certification to educate existing and potential clients about the importance of cybersecurity. This, he believes, can lead to further business opportunities, as clients often require additional services once their cybersecurity gaps have been identified.

You can reach out to Neil Smith by sending him an email at [email protected]

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

One of the key takeaways from our conversation is the importance of understanding whether bidding is right for your MSP. Louise Howson made it clear that bidding isn't just for the big players. Smaller MSPs can absolutely take part and succeed in this process, provided they approach it with the right mindset and preparation. She emphasized that while bidding can seem risky and time-consuming, there are plenty of opportunities in both the public and private sectors that are more accessible and less intimidating than you might think. The trick is to recognise when a tender is worth pursuing and when it might just be a time-wasting exercise.

Louise shared some fantastic advice on how to determine if a bid is genuine or simply a fishing expedition. If a proposal seems to come out of the blue with tight deadlines, it's important to trust your instincts. If the requirements aren't fully fleshed out or the request seems vague, it might be a red flag that the client is either unsure of what they want or just looking to compare prices. Louise advised that you should always weigh up the potential return on investment before committing significant time and resources to a bid.

We also discussed the practicalities of bid writing. Louise Howson is a big advocate for building a bid library—a collection of pre-prepared answers and documents that you can tailor to specific bids. This not only saves time but also ensures consistency and quality across your submissions. She highlighted the importance of clearly documenting your services and understanding how they help your customers. It's not just about what you do, but how it benefits the client. This is a drum we often beat here at IT Experts—knowing your value proposition inside out is key to success, whether you're marketing your services or bidding for new business.

Louise also touched on the importance of preparation. She likened the bidding process to a project, where planning is everything. From checking the timelines and ensuring you have the right team in place, to thoroughly reading and understanding the questions and the scoring matrix—these steps are crucial. One of her top tips is to leave enough time for someone else to review your bid. Fresh eyes can catch mistakes and ensure that your responses are clear and aligned with the client's needs.

And for those wondering about the role of AI in bid writing, Louise Howson advises some caution. While AI tools like ChatGPT can be helpful in overcoming writer's block or providing a framework for your answers, they shouldn't be relied on entirely. A human touch is essential to ensure that your bid is tailored and genuinely answers the client's questions. Over-reliance on AI can lead to generic, fluff-filled responses that won't stand out in a competitive tendering process.

So, if you're an MSP considering getting into the world of bidding or looking to improve your success rate, this episode is packed with practical advice. From qualifying opportunities to preparing your bid and avoiding common pitfalls, Louise's insights can help you navigate the process with confidence. Remember, even if you don't win a bid, the experience and feedback can be invaluable for future opportunities.

If you need help with your bidding strategy, you can connect with Louise Howson on LinkedIn here or through her website HERE.

Want to be part of the IT Experts Podcast AND win a £200 Amazon voucher? Drop your question HERE

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people, and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

In this episode, we learn how being a member of The MSP Growth Hub helped influence the transformation Simon's business. Simon shares how revamping his business model, making strategic hires and implementing robust systems allowed him to step back without sacrificing service quality or business growth. His story is a testament to the power of strategic planning and the right support, proving that MSPs can indeed flourish financially whilst achieving a better work-life balance.

Simon's journey with The MSP Growth Hub began in 2019. At that point, his business, which had been operating for over two decades, was feeling the strain of a classic owner-operated model—intense, hands-on, and leaving little room for personal time or strategic development. Cipher IT was a typical lifestyle business until embracing the structured support at the Growth Hub, which helped propel it into the realm of a 7-figure MSP. Simon credits the Growth Hub with providing the insights and accountability needed to pivot from daily operations to a more strategic role.

A pivotal element of Simon's success was adopting the "Owner Not Needed" philosophy, which is central to our teachings at the MSP Growth Hub. This approach focuses on building a business that works for you, rather than you for it. For Simon, this meant restructuring his team, delegating technical tasks, and stepping into a more visionary role, focusing on sales and future growth while trusting his team with the operational reins.

Throughout the episode, Simon discusses the specific strategies and changes that facilitated his shift to a four-day work week without compromising business performance or client satisfaction. His ability to maintain a 7-figure MSP while enhancing his quality of life is inspiring. It highlights the effectiveness of having a reliable team, understanding your business metrics, and having a steady flow of leads—all ingredients for a successful MSP.

Listeners will gain insights into how structured off-grid times, strategic team meetings, and clear delegation can transform an MSP from a demanding day-to-day grind to a more balanced and profitable business. Simon's story is packed with practical tips for MSP owners who aspire to scale their operations while also reclaiming their time—making this episode a must-listen for ambitious entrepreneurs.

Simon's journey from hands-on technical work to strategic management showcases the growth potential within the MSP sector when driven by informed leadership and robust support systems like those provided by the MSP Growth Hub. His success story not only motivates but also serves as a blueprint for other MSP owners aiming to scale their businesses to 7-figure revenues without sacrificing their personal lives.

For those looking to replicate Simon's success, the key takeaway is the importance of aligning team roles with business goals, focusing on strategic delegation, and making time to work on the business rather than just in it. Simon's transformation into a 7-figure MSP leader who enjoys a four-day work week is not just aspirational but achievable with the right guidance and mindset.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

During one of our recent two-day intensive sessions, Julie shared some statistics about MSP leaders and their lack of regular one-to-ones with their teams. Shockingly, only about 50% of those in the room admitted to conducting regular one-to-one meetings with their team members. This means that half of them are missing out on a golden opportunity to build trust, enhance performance, and foster a culture of accountability and autonomy.

Julie Hutchison emphasised the importance of these conversations, highlighting that as your business grows, so does your need to rely on your team. You can't do everything yourself, and the key to scaling successfully is to build a team that is not only capable but also confident and collaborative. By conducting regular one-to-ones, you create a space where team members feel heard and valued, which in turn encourages them to take ownership of their roles.

A key takeaway from our conversation is the idea of being "interested, not interesting." Julie pointed out that many leaders avoid conversations with their team because they feel they don't know what to say or fear conflict. But the beauty of these meetings is that they're not about delivering grand speeches or only addressing issues; they're about listening. Julie Hutchison advises approaching these conversations with genuine curiosity about what your team members have to say. Ask them about their goals, what they're working on, and how they feel about their progress. It's about building trust by showing that you care about their input and development.

One of the key points Julie made was that regular one-to-ones should not be seen as formal, intimidating events. Instead, they can be casual conversations, whether in the office, over coffee, or even during a car ride. The important thing is to create opportunities for dialogue, where team members can express their thoughts and ideas freely. This approach not only takes the pressure off both parties but also encourages a culture of open communication and continuous improvement.

Another gem from Julie Hutchison was her advice on the "coaching style" of conducting one-to-ones. This involves using a framework like the GROW model, which encourages team members to reflect on their goals, assess their current situation, explore options, and commit to action steps. By guiding them through this process, you're not just telling them what to do; you're helping them develop problem-solving skills and a sense of responsibility for their own growth.

It's important to remember that these conversations are not just about addressing problems. They're also about recognising achievements, sharing updates on company goals, and aligning everyone with the business vision. When team members understand the bigger picture and see how their work contributes to it, they become more engaged and motivated to succeed.

Julie Hutchison's insights highlight the transformative power of communication in building a high-performing team. By making regular one-to-ones a priority, you're investing in your team's development and, ultimately, the success of your business. So, if you're an MSP leader who's been avoiding these conversations, take that first step today. Book that initial meeting, keep it informal, and focus on listening and learning from your team. As Julie wisely said, be interested, not interesting. This simple shift in mindset can lead to a more empowered, engaged, and effective team.

Remember, building a business that works for you starts with creating a team that can thrive without you constantly steering the ship.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

Seamus Lennon, VP of Operations at ThreatLocker, joins us to debunk common security myths and reduce the anxiety many MSPs feel about their security measures. Based in Dublin, with their headquarters in Florida, ThreatLocker has been at the forefront of zero trust endpoint security solutions for over eight years. With a rapidly growing team and an impressive client base of over 50,000 businesses that they work with, ThreatLocker is a significant player in the cybersecurity industry.

The current threat landscape is evolving rapidly, with a 48% increase in ransomware attacks (Q1 2024 alone) since last year. Modern ransomware attacks now often involve data exfiltration, making them even more damaging. This shift means that MSPs need to focus not only on preventing downtime but also on protecting their clients' data from being stolen. MSPs must be vigilant as attackers are using legitimate software tools like PowerShell and 7-Zip to carry out malicious activities, therefore bypassing traditional antivirus measures.

One of the key takeaways from our conversation is the importance of a layered security approach. Seamus emphasizes that relying solely on traditional security measures like antivirus software is no longer sufficient. MSPs should start by reviewing their security layers and ensuring they have comprehensive coverage that includes endpoint protection, application allowlisting, and elevation control to manage administrative privileges. These layers work together to block threats and restrict unnecessary access, significantly reducing the risk of breaches.

When considering what cybersecurity products and solutions MSPs really need, Seamus recommends focusing on tools that provide real-time monitoring and response capabilities. ThreatLocker stands out by offering continuous support and education for their clients. Each client is assigned a dedicated Solution Engineer who helps implement the security solutions to their fullest potential. This ongoing partnership ensures that the security measures remain effective and up-to-date, reducing the risk of vulnerabilities due to incomplete implementations.

Implementing and maintaining a robust security stack can be daunting, especially for MSPs juggling multiple responsibilities. ThreatLocker's 24/7 monitoring service detects and flags suspicious activities in real-time, providing MSPs with immediate notifications and support. This proactive approach helps MSPs stay ahead of potential breaches and ensures a swift response to any incidents, further reducing security anxiety.

Knowing that their security stack is working effectively is crucial for MSPs to sleep better at night and eradicate worry. ThreatLocker's application allowlisting and elevation control features are designed to block threats by allowing only trusted applications to run and restricting unnecessary administrative privileges. Additionally, their geo-restriction feature limits access to the system based on geographic locations, ensuring that only authorised personnel can access the security settings.

The impact of getting security wrong can be devastating. Without proper protection, businesses can suffer significant data breaches, financial losses, and reputational damage. Seamus shared an example of a client who experienced repeated ransomware attacks, highlighting the importance of comprehensive security measures and ongoing vigilance.

For MSPs looking to leverage ThreatLocker as a sales tool, Seamus suggests focusing on the business benefits of enhanced security. By demonstrating how ThreatLocker's solutions can protect clients from data breaches and ransomware attacks, MSPs can build trust and highlight the value of their services. This approach not only helps in acquiring new clients but also strengthens relationships with existing ones.

In conclusion, the episode with Seamus Lennon from ThreatLocker provides a wealth of information for MSPs looking to eliminate security anxiety. By adopting a layered security approach, leveraging ThreatLocker's continuous support and monitoring services, and educating clients on the importance of robust security measures, MSPs can significantly enhance their security posture. As cyber threats continue to evolve, staying informed and proactive is crucial. ThreatLocker offers the tools and expertise needed to navigate this complex landscape, ensuring that MSPs can focus on growing their businesses without constantly worrying about security breaches.

If you want to follow up with Seamus directly, then you can find him HERE on LinkedIn or to get a FREE demo of the system to see if it's the right product for you, then click HERE.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

Stuart started by setting the scene with a fundamental truth: time is our only finite resource. Whether you're scaling your MSP to that first £1,000,000 milestone or pushing towards the £5,000,000 mark, the effective management of your time can be a game-changer. Stuart reminded us that the key to making a significant impact is to be intentional with our time. Without deliberate planning, it's easy to get stuck in a cycle where every day feels like Groundhog Day – a bit better or worse, but fundamentally the same, with little progress towards your long-term goals.

One of the major takeaways from our discussion was the concept of being deliberate about planning. Stuart emphasised the importance of starting with a big-picture view – planning for the year, then breaking it down into quarters, months, weeks, and finally, days. This backward planning ensures that each day's activities align with your larger goals. It's about chunking down those big annual plans into manageable daily tasks.

Stuart highlighted the need for a "default diary" – a pre-planned schedule that prioritises both personal and professional commitments. He suggested starting with your non-negotiables, like holidays and key meetings, and then fitting in your work around these fixed points. By doing so, you ensure that critical personal time is protected, and you can better allocate your remaining hours to productive activities. This practice not only helps in maintaining a work-life balance but also ensures that your professional time is used effectively.

The conversation also touched on the importance of carving out specific times for different types of work. Stuart suggested dividing your week into blocks dedicated to directional activities, thinking and strategy, and routine admin tasks. By setting aside focused time for high-impact projects, you can make significant progress without getting bogged down by daily operational distractions. This approach is particularly beneficial for MSP owners transitioning from doing everything themselves to managing and eventually directing their teams.

A recurring theme in our chat was the need to reduce interruptions and maintain focus. Stuart provided practical tips, such as working from home or a different location to avoid office distractions. If working remotely isn't an option, he recommended setting clear boundaries in the office. For instance, using visual cues like a closed door to signal you're not to be disturbed can be very effective. Training your team to respect these signals and scheduling regular times when you're available for questions can help in managing interruptions without losing control of your schedule.

Stuart and I also discussed the psychological impact of small wins. By focusing on three key tasks each day, MSP owners can create a sense of accomplishment and momentum. These tasks should be significant enough to move the needle but not so overwhelming that they feel insurmountable. This strategy helps in breaking down larger projects into manageable pieces, making it easier to maintain focus and achieve consistent progress.

In conclusion, taking back control of your week involves a blend of strategic planning, disciplined execution, and the ability to set and maintain boundaries. Stuart's insights are a reminder that with intentionality and deliberate action, MSP owners can transform how they manage their time and, as a result, their businesses.

Remember that making these changes won't happen overnight. Start small, build habits, and gradually reclaim your time.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

Ian begins by emphasising the importance of habits in maintaining consistent progress. He notes that while annual goals often lose their momentum as life's demands take over, small daily habits can keep individuals aligned with their vision and help them stay on track.

Introducing the gap and the gain concept by Dan Sullivan, Ian explains that many people measure their progress by the gap between where they are and where they want to be, leading to frustration and disappointment. Instead, he suggests measuring the gain—looking back at achievements to boost confidence and motivation.

Ian highlights the significance of being present both at home and in the workplace. Consistency in team interactions, valuing their time, and following through on commitments can have a profound impact. Simple habits like checking in on tasks, promptly actioning emails, and scheduling off-grid time can significantly enhance productivity and satisfaction.

He also discusses the importance of stepping out of comfort zones and into growth zones. This transition involves overcoming fear and learning new skills, leading to greater achievements. Breaking tasks into smaller, manageable chunks and focusing on immediate returns can help maintain momentum.

Ian shares a personal example of overcoming his aversion to reading. By starting with just a few minutes a day and gradually increasing the time, he managed to read an entire book during his holiday. This not only improved his sleep but also his knowledge and motivation. He encourages tracking habits, whether through a simple checklist or by using habit stacking techniques, to reinforce positive behaviours.

Drawing from the MSP Growth Hub intensive sessions, Ian notes the tremendous feedback from clients who implement these small but powerful habits. By maintaining momentum between sessions, clients achieve remarkable results. The structured approach supports continuous improvement and keeps individuals on their trajectory towards their goals.

Finally, Ian emphasises the importance of measuring performance and staying accountable. Consistently tracking and reporting progress accelerates performance. Forming great positive habits, living in the gain, and understanding that there are no losers, only learners, are key takeaways from this episode.

In conclusion, forming and maintaining positive habits can have a massive impact on life and business. By taking deliberate actions, surrounding oneself with supportive people, and continuously measuring progress, listeners can move from a state of overwhelm to one of significant achievement.

This episode is a motivational call to action, encouraging listeners to build great habits, stay deliberate, and keep moving forward.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

Being a workplace mediator and mediation trainer, Julie Hutchison brings us a wealth of experience. She has seen it all, from minor office spats to full-blown conflicts. Her insights into dealing with toxic employees are invaluable for anyone looking to maintain a harmonious and productive workplace.

We started by defining what we mean by toxic employees. According to Julie Hutchison, the term "toxic" might be a bit harsh, but it's widely understood. Toxic employees are those who drain energy, sow discord, and generally make like difficult for their colleagues. They might be resistant to change, habitually negative, or outright confrontational. The impact of such behaviour can be devastating, affecting team morale, productivity, and ultimately, the profitability of the business.

Julie Hutchison emphasised the importance of addressing these issues head-on. Avoidance, she noted, only leads to more significant problems down the line. As leaders, it's our responsibility to tackle these situations with empathy and clarity. Julie advised using the BIN model – Behaviour, Impact, Need – as a framework for these tough conversations. This model helps to depersonalise the issue and focus on specific behaviours and their impacts, making it easier to articulate the need for change.

We discussed the importance of understanding the underlying causes of toxic behaviour. Julie Hutchison pointed out that these employees might be reacting to unmet needs or external stressors. By taking the time to listen and understand, leaders can often uncover the root of the problem and address it more effectively. This empathetic approach can help turn a negative situation into a positive one, fostering loyalty and engagement rather than resentment.

Julie Hutchison also highlighted the value of regular follow-ups. Once the initial conversation has taken place, it's crucial to check in regularly to ensure progress is being made. This doesn't have to be a formal meeting every time – even a casual chat over coffee can be effective. The key is to maintain open lines of communication and provide ongoing support.

One of the standout moments in our discussion was Julie's emphasis on self-awareness for leaders. Toxic employees can sometimes be a mirror, reflecting issues within the leadership or the broader organisational culture. By examining our actions and responses, we can often find ways to improve the environment and reduce the likelihood of such behaviours arising in the first place.

In summary, dealing with toxic employees is never easy, but it's an essential skill for any leader. Julie Hutchison's advice to approach these situations with empathy, clarity, and a structured framework like the BIN model can make a significant difference. By understanding the root causes of toxic behaviour and maintaining regular follow-ups, we can foster a more positive and productive workplace.

Remember, the goal is not just to eliminate toxic behaviour but to transform it. By investing time and effort into understanding and addressing these issues, we can turn a potentially negative situation into an opportunity for growth and improvement. If you ever find yourself facing a toxic employee, take a step back, breathe, and remember Julie Hutchison's insights from this episode.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!

From the outset, Tracy emphasised the importance of strategy in driving the growth and success of an MSP. It's a term that often evokes yawns, but as Tracy pointed out, without a solid strategy, even the most technically proficient MSPs will struggle to grow. Tracy explained that many MSPs are founded by technically-minded individuals who may not have the broader business experience necessary to create a robust strategy. This lack of strategic planning often becomes a significant barrier to growth.

One of the key takeaways from our conversation was the critical role of culture within an organisation. Tracy stressed that culture is not just a management issue but something that needs to be embedded throughout the entire organisation. A strong culture, according to Tracy, is reflected in the behaviours and attitudes of the staff. It's about creating an environment where people want to be, where they go above and beyond because they feel valued and understood. This culture then translates into how clients perceive the business. Tracy highlighted that happy, engaged employees provide better service, which in turn leads to happier clients.

Tracy also shared some practical steps for MSPs to build and maintain a strong culture. She suggested regular strategy sessions with the entire team, at least annually, if not biannually. These sessions should be off-site to avoid daily distractions and should focus on what is working well, what needs improvement, and how the team can collectively achieve their goals. Tracy stressed the importance of active listening during these sessions – listening to understand, not just to respond. This approach fosters a sense of inclusion and ensures that every team member feels valued and heard.

We also touched on the importance of understanding customers. Tracy pointed out that many MSPs are so focused on acquiring new clients that they neglect their existing ones. Regular account management is crucial – knowing your clients' business needs, understanding their pain points, and building strong relationships can lead to more business opportunities and increased loyalty. Tracy shared a compelling story based on her past experience, where she took the lock off her IT department's door to encourage openness and better service. This simple act significantly improved internal and external relationships, highlighting how small changes can have a big impact.

Another significant point Tracy made was about the difference between a business plan and a strategy. A business plan is often a static document created to satisfy banks or investors, whereas a strategy is a living, breathing part of the business. It involves everyone in the organisation and is continuously evolving. Tracy's insights here were a real eye-opener, showing that a dynamic strategy aligned with the business's core mission and values is essential for long-term success.

As we wrapped up the episode, Tracy shared some golden nuggets on leadership and the importance of being genuinely interested in people. She noted that technology serves people, not the other way around, and understanding this can make a huge difference in how an MSP operates and grows. Tracy also highlighted the value of being involved in communities like CompTIA. CompTIA offers fantastic networking opportunities, peer-to-peer learning, and valuable research that can help MSPs stay ahead of the curve.

This episode with Tracy Pound is packed with valuable advice for any MSP looking to overcome common pitfalls and build a successful business. Tracy's passion for helping businesses grow and her extensive experience in the industry shone through. If you're not already involved with CompTIA, I highly recommend checking it out – the support and resources they offer are invaluable.

Connect with Tracy through her LinkedIn profile HERE.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I'll catch up with you soon!