The IT Experts Podcast

In this episode of the IT Experts Podcast, we had the pleasure of diving deep into a rich conversation with a 7-figure Ex-MSP business owner, Matt Newton. Matt's story isn't just another tech journey. It's an illuminating narrative on the power of Vision, Values, and understanding one's own WHY in the business landscape.

Matt is of the firm belief that any tech solution or business model can be exponentially enhanced when grounded in a clear and robust vision. Through our discussion, he shed light on how his own vision, crystalised over time, became the guiding compass for his entire business operation. He shared fascinating insights into how he ensured every facet of his MSP business aligned with this vision, leading to optimised processes, a motivated team, and incredibly satisfied clientele.

Yet, a vision alone isn't enough. Matt delved into the importance of Values in his operation – values that aren't merely printed words on office walls but are lived and breathed daily. This ethos, he described, created an environment where both challenges and successes were approached with the same core principles, ensuring consistency and integrity in his business dealings.

One of the most touching moments of our chat was when Matt spoke about finding his 'WHY'. He passionately conveyed how understanding why he was in this game, beyond the financial gains, brought clarity and purpose. This deep-seated WHY became a strong foundation, allowing his business not only to withstand challenges but also to evolve, adapt, and thrive in the ever-changing tech landscape.

Our conversation, however, wasn't just about the philosophical aspects of running an MSP. Matt generously shared some sterling tips for MSP businesses. We discussed practical and actionable steps, especially for businesses keen on tapping into the potential of technology to gain momentum. He provided a perspective on how the fusion of technology with a clear vision can produce results that are not just efficient but groundbreaking.

Our discussion was a testament to the fact that in the fast-paced world of tech, it's not just about adopting the latest trends but understanding how these trends align with one's vision, values, and WHY. When these elements come together, as they have for Matt, the result is a business that is efficient, growth-oriented, and a force to be reckoned with.

In conclusion, our chat with Matt Newton offered a holistic view on how a robust vision, underpinned by strong values and understanding one's WHY, can be a game-changer for MSP businesses. For those keen on making strides in this space, and more so for those looking to redefine their path with a renewed perspective, this episode holds invaluable insights. It's a blend of inspiration and guidance, drawing from Matt's journey, and offers a blueprint for others to achieve operational excellence and sustainable business growth.

Listen to another of the inspiring stories that we shared in the show, EP111 – Getting Out of Your Own Way – Client Stories

Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 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!

MSP GLOBAL, bought to you by the creators of CloudFest, is an opportunity to join the top leaders in the MSP space to gain the insights and make the connections you'll need to thrive in this constantly changing industry. Soeren talks about some of the headline speakers that will be taking to the stage including Sanna Marin, Former Prime Minister & Head of Government of Finland. It isn't every day that we get to hear about the youngest Prime Minister of Finland making her mark, especially in such a male-dominated sphere. Soeren passionately emphasised how vital such progress is for the MSP industry and how we could all benefit from hearing her insights. This young Prime Minister's journey, where 14 out of her 17 cabinet members were women, is truly inspiring.

Soeren highlighted the inclusion of Philip Wisler, former Vice Chancellor of Germany, on the same day's itinerary. As someone deeply involved in the tech realm and invested in numerous cybersecurity companies, his grounded understanding of the tech landscape promises invaluable insights.

Our banter took a light-hearted turn when Christian cheekily remarked about having two politicians on stage and the jazz hands that would ensue. But the day's excitement doesn't end there. We also delved into the realm of motorsport, which is the backdrop for this event, and trust me, the names dropped are bound to make any motor enthusiast's heart race. From the Former Head of Motorsport at Mercedes-Benz, Norbert Haug (who signed Lewis Hamilton!), to Martin Tomczyk, a significant figure in German motorsport, the day promises a blend of adrenaline and inspiration.

And then, the crescendo – Sir Bob Geldof. For those of us who remember Live Aid, Geldof's influence on the music industry is undeniable. It's exciting to anticipate what pearls of wisdom and tales of his journey he might share with us.

As we drew towards the end of our chat, Soeren introduced a topic that resonates deeply with everyone in the MSP Global community: the whistleblower of the Wirecard scandal. The cascading effects of this scandal touched numerous lives, either directly or indirectly. With the recent introduction of the new EU whistleblower law, MSPs have a role in educating their customers, making this discussion crucially relevant.

Christian summed it up perfectly. The Wirecard scandal might have been a blemish, but it's an opportunity for learning and growth. And yes, for MSPs, it's also a chance to bridge the gap between requirements and solutions, ensuring compliance with the new regulations around whistleblowing.

Now, onto the cherry on top! We're hosting a special prize draw for all our listeners. You have until COB Friday 6th October to enter this draw. We've got some spectacular treats in store, from VIP tickets worth €999 each to exhilarating rides with professional racing car drivers valued at €499 each. Enter the draw through the sign-up form linked in the episode, and you might just be one of our lucky winners. Make sure to mark your calendars – we'll be notifying the winners on Friday 13th October at 10:00.

Join us at the MSP Global Event by registering HERE

Sign up to enter the prize draw by clicking HERE

Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 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!

Bradley Munday from Uptime Solutions joined us to shed light on the top 5 automations every MSP should be integrating.

First and foremost, Escalations. A critical aspect of managing an incident is recognising its journey through the helpdesk. While automating the ticket escalation process is common, Bradley stresses the importance of ensuring your system automatically logs 'who' escalated 'what'. This isn't just about operational efficiency. It's a treasure trove of information that pinpoints individual competencies and highlights areas requiring further training.

Up next is Tagging Tickets. With most PSA systems offering ticket tagging features, Bradley highlights the magic of automation here. By auto-searching for specific keywords or setting certain triggers, MSPs can effortlessly categorise incoming work. Beyond simply categorising tasks, this aids in recognising patterns, understanding the type of work being received, and crucially, spotting tickets that might have gone stale or need managerial intervention.

The third automation is something MSPs might overlook but is incredibly important – Chargeable Ticket Approval. What should you do when a ticket that ought to be chargeable lands on the desk? Bradley's advice is straightforward – employ automation to ensure that work doesn't commence on such tickets without generating a requisite charge.

Our conversation then moved towards enhancing customer relationships through Automated Customer Communication. Bradley believes in empowering technicians to concentrate on core tasks, while the PSA takes on the mantle of follow-ups. By automating communications for tickets awaiting customer inputs or approvals, the desk remains decluttered, ensuring technicians remain sharply focused.

Last but by no means least, Bradley talked about the significance of Automated Ticket Routing/assignment. Tapping into the potential of machine learning or AI, he envisions a future where MSPs can more accurately assign tickets to the right engineer or queue. Whether it's leveraging ticket titles, descriptions or data accumulated from previous automations, the goal is clear: get the right job to the right professional.

Bradley's insights weren't just an exploration of the current best practices but also a gaze into the future. He envisages a shift in the MSP landscape. As clients increasingly embrace automation, they'll naturally look to their MSPs for DevOps tasks. So, the time is ripe for MSPs to proactively embrace machine learning integrations.

As we wrapped up, it became clear that these automations aren't just tools. They're the backbone of an efficient, customer-centric, and forward-thinking MSP.

We hope you enjoyed this episode.

You can connect with Bradley Munday in his LinkedIn profile by clicking HERE

Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 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!

Our conversation began with Mark recounting his journey from his early beginnings. Mark's passion for technology was evident as he narrated his transition from the video content world to the technological arena. It was this shift that paved the way for him to be an instrumental figure in helping businesses evolve with technology. His core belief is centred on the idea that technology should never be an impediment; instead, it should be a conduit for businesses to thrive. The essence is to ensure that technology complements business operations and aids them in achieving their objectives seamlessly.

As our discussion flowed, Mark shared some enlightening insights on the common challenges businesses face today. With rapid technological advancements, it's quite common for businesses to be inundated with tools and systems. The real challenge, Mark points out, lies in identifying which tools genuinely add value and which ones serve as mere distractions. He underscored the importance of a robust strategy that guides the integration of technology with business processes, ensuring the latter isn't hindered.

Our dialogue took an interesting turn as Mark brought forth the concept of a 'digital twin.' Essentially, this is a virtual representation of a product, service, or process. This model, Mark asserts, can be a game-changer. By mirroring real-world scenarios, businesses can test and refine their strategies, thereby facilitating better decision-making processes and optimising outcomes. The benefits of such an approach are manifold, from improved efficiency to cost-saving measures.

Mark also expounded on the essence of understanding the customer's journey in today's digital age. His experiences have taught him that in the midst of integrating technology, the heart of a business – its customers – must not be lost. A technology that doesn't understand or cater to a customer's journey will likely fall by the wayside. Mark's astute observation is a testament to his innate understanding of the market dynamics and the imperatives of ensuring customer satisfaction.

Towards the end of our conversation, Mark emphasised the need for businesses to be agile, adaptable, and receptive to change. He quipped that in the ever-evolving technological landscape, resting on one's laurels is not an option. Continuous learning, he suggests, is the only way forward.

As we wrapped up, I was left marvelling at the depth and breadth of Mark's insights. Our conversation is a testament to the power of technology when wielded correctly and the boundless possibilities it holds. For any business enthusiast or professional looking to harness the full potential of technology in their operations, this episode promises a wealth of knowledge.

We hope you enjoyed this episode, and we suggest that you listen to this as many times as you can to get all the value that this episode offers.

You can connect with Mark Copeman in his LinkedIn profile by clicking HERE

Connect with me on LinkedIn and see what I'm up to by clicking HERE To join our amazing Facebook Group of over 300 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 and I embarked on an enlightening journey through the power of a Call to Action (CTA) in the realm of MSP marketing.

What We Unpacked:

1. The Essence of CTA:

Stuart kicked off our discussion by highlighting how CTAs aren't just mere buttons or links; they're the pivotal connectors between content and action. He metaphorically described the absence of a CTA as "shooting blanks", emphasizing the missed opportunities when we don't guide our audience.

2. Deciphering the Sales Process:

Stuart shared a valuable perspective on the sales journey. He reminded us that it isn't always about sealing a deal instantly but often about nudging the audience towards the next logical step.

3. Fine-tuning your Message:

We touched upon the importance of specificity in communication. Once an individual shows an inclination, like downloading a resource, it's a cue for us to hone our messaging. Stuart elaborated on the power of platforms like CRM systems in this process.

4. Guiding Potential Customers:

Our discussion took a deeper dive into the sales funnel's intricacies. We mused on the scenario where there's a deluge of content at the top, but a gaping void in the middle, indicating a content deficiency.

5. Simplicity is Key:

Stuart shared a resonating mantra: "keep it simple". Instead of juggling various elements simultaneously, he urged to focus on one business pillar at a time, ensuring a systematic approach throughout the sales funnel.

6. The Power of Consistency:

A theme that recurred in our conversation was consistency. Whether reaching out daily, weekly, or monthly, consistency in messaging, combined with compelling CTAs, can yield significant results.

7. Direct Messaging Campaigns:

We shifted our attention to direct messaging campaigns and their role in amplifying outreach. With platforms like LinkedIn, Stuart and I concurred on the approach: don't hard sell, but educate. In conclusion, this episode was a testament to the transformative power of CTAs in MSP marketing.

Don't forget about our 'The New Business Advantage Blueprint', a guide aimed at streamlining the intricate marketing process into seven actionable steps. Download the New Business Advantage Blueprint PDF HERE

We encourage all of you to keep sending in your questions as we love to answer them on this series So, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes.

Connect with me on LinkedIn and see what I'm up to by clicking HERE

You can also connect with Stuart and see what he is up to by clicking HERE

To join our amazing Facebook Group of over 300 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!

The inspiration for this episode came from a recent event in our Growth Hub, where one of our accountability pods opened up about feeling overwhelmed by a series of changes in his business and personal life. Stuart's questioning in the pod helped him to share his feelings, which resonated with other members in the group, leading to a wave of support.

The message of this episode is that everyone in the IT channel and MSP business has been through these feelings of isolation and stress at some point. It's okay not to be okay. However, sitting in a darkened room, waiting for things to get better on their own is not the solution. In fact, it can make the situation worse.

So, how can you find support and overcome these feelings of isolation?

1. Find an Accountability Buddy: Seek out someone outside your immediate family who can listen to your problems, provide support, and hold you accountable. It's essential to have someone who can listen and give you a fresh perspective.

1. Join a Community: The IT channel and MSP channel have several communities that can provide support, advice, and a platform to connect with other business owners who share your experiences. Whether it's our Growth Hub, Tech Tribe, CompTIA, or other vendor groups, join a community where you can ask questions, share experiences, and learn from others.

1. Take Action: Once you've sought out support, it's essential to set a new direction for your business. Decide where you want to go, commit to a plan, and take action. Making mistakes is part of the process, so learn from them, reset, retest, and review as you move forward.

1. Enjoy Yourself: Remember, the ultimate goal is to have fun, make memories, and build a sustainable business that works for you.

I also encourage you to listen to Episode 120 of the IT Experts Podcast, where Nigel Moore from the Tech Tribe and I discuss "It's OK not to be OK." This episode ties in perfectly with the theme of this podcast and offers more advice on how to overcome feelings of isolation.

Finally, if you need to talk or want to have a chat, don't hesitate to reach out to me on LinkedIn. Send me a message, and let's have a conversation.

Remember, you are not alone. Many MSP business owners have been where you are, and there is support available to help you navigate through the challenges. Take action, seek support, and enjoy your business journey.

We encourage all of you to keep sending in your questions as we love to answer them on the Ask Stuart series. So, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes.

Connect with me on LinkedIn and see what I'm up to by clicking HERE

You can also connect with Stuart and see what he is up to by clicking HERE

To join our amazing Facebook Group of over 300 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!

Julie shared the BIN model, which is designed to help you navigate difficult conversations with elegance and ease. The emphasis is on understanding and respecting the needs of both parties involved, creating an atmosphere for a win-win outcome. When you focus on what you need rather than what you dislike, you reduce the chance of pushback and pave the way for a more constructive conversation.

We delved into the importance of delegating within a flat structure, where many report into one or two individuals. Delegating isn't a sign of weakness or an admission that you can't handle everything yourself; it's about recognizing the talents and aspirations of your team members. The right conversation can uncover hidden potential, fostering growth within your team and freeing you from unnecessary burdens.

Julie also provided insights into having a conversation about the conversation. It's not about reacting in the heat of the moment, but rather stepping back to respond thoughtfully. We talked about taking a dissociated perspective, like watching ourselves on TV, and discussing our interactions calmly. This approach can lead to more honest, open, and productive dialogues.

Our conversation also explored the relationship between human behaviour and leadership, how to build better connections at work, and how to translate those skills into more harmonious relationships at home.

In our lively conversation, Julie emphasised the importance of not letting conflicts fester. Her insights on communication were eye-opening and packed with actionable advice that I believe will benefit many of you.

The key takeaway from this episode? Communication isn't just about talking; it's about truly understanding one another and finding common ground. It's about transforming what might otherwise be difficult conversations into simply, conversations.

If you'd like to learn more, don't forget to check out Episode 127 on the art of daring to delegate and supercharging your team.

We hope you enjoy this episode as much as Julie and I enjoyed this conversation, we almost did not want to stop!

Here's where you can watch our recent Leadership Masterclass. Just click HERE

And here's where you can listen to Episode 127 - Daring to Delegate – The Art of Supercharging Your Team. Simply click HERE

We encourage all of you to keep sending in your questions as we love to answer them on the Ask Stuart series So, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes.

Connect with me on LinkedIn and see what I'm up to by clicking HERE

You can also connect with Stuart and see what he is up to by clicking HERE

To join our amazing Facebook Group of over 300 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!

We dive deep into understanding how to get the right people in the right roles and encouraging them to perform at their optimal best.

One of the key points we discussed was the significance of communication, especially when setting expectations. We explained how businesses looking to grow and implement new technologies need to effectively communicate the implications of these changes to their staff. We stressed the importance of aligning expectations with the individual roles of team members, be it in projects, help desk, finance or other roles. We also highlighted how these expectations should translate into concrete Key Performance Indicators (KPIs) and targets.

A vital part of setting KPIs is continuous tracking and evaluation. We discussed the role of dashboards and other technologies like Brigade in giving visibility of KPIs and performance on the help desk. Such tracking should be done at various levels - individual, team, and company-wide - at different intervals. This process keeps everyone on the same page regarding performance and helps identify areas of improvement.

Reward and Recognition (RNR) is another significant aspect we discussed. We emphasised that recognising the team or individuals' achievements isn't just about handing out bonuses. It's about making them feel valued and appreciated for their contributions. By doing this, you encourage a positive performance culture and boost your team's morale, which is vital for business growth.

Stuart highlighted that when you have the right people in the right roles, communicate effectively about their responsibilities, and provide clear measures of success, you're halfway there. The remaining half involves recognising and rewarding them collectively and individually, which is key to getting your team to perform successfully.

The next point was about how such an environment boosts employee engagement. When people are aware of what winning looks like in their roles, they derive job satisfaction. They wake up with an intent to win, solve problems, and help others, and this leads to higher job satisfaction.

To cap off this insightful session, we pointed our listeners to our resource, the "Create More Time Formula." This document will help you optimise your time, which starts with understanding where your time is going and where you should apply it. This, in turn, puts you in a powerful position to optimise your staff and, ultimately, the productivity of your business.

We hope you found this episode valuable and are looking forward to our next episode in the series. Until then, take care and keep those questions coming! Download the Create More Time Formula PDF HERE

We encourage all of you to keep sending in your questions as we love to answer them on this series So, click HERE , fill out the form, and we'll tackle your questions in our upcoming episodes.

Connect with me on LinkedIn and see what I'm up to by clicking HERE

You can also connect with Stuart and see what he is up to by clicking HERE

To join our amazing Facebook Group of over 300 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!

Trevor stressed the importance for MSPs to have the right products to meet their customer's needs, which enable them to deliver on the promises made. As we broke down the technical jargon, it became clear that underwriters are not tech people...so it may be worth considering a specialist provider with experience in the IT sector to ensure you and your clients receive the correct cover.

During our conversation, we touched upon the topic of the importance of how compliance and the potential future of regulation for MSPs could actually help protect your business.

We also explored how these accreditations like ISO could enhance the reputation of a business, attracting larger clients and demonstrating the organisation's cyber maturity. We echoed the sentiment that training clients on cyber threat awareness, such as recognising phishing emails, is not only about protecting our businesses but also about reducing the human-error factor - a key factor in a significant percentage of cyber-attacks.

We answered a couple of questions from our listeners. One of them concerned the 'act of war' exclusion in cyber insurance policies. Trevor provided clarity, explaining that different policies carry various exclusions depending on the type of attack. We also explored the differences between referring to a cybersecurity event as an 'incident' versus a 'breach.'

Trevor explained how this terminology has evolved with the changing landscape of claims and the growing prevalence of fraud and ransomware attacks.

We also discussed what to do in the event of a cyber 'incident'. Trevor emphasised the importance of verifying whether a client has cyber insurance before intervening in their systems, as premature action could inadvertently void their insurance policy.

It was a thought-provoking conversation filled with value bombs and essential tips for all MSPs. If you want to protect your business, I recommend you give it a listen. If you want to reach out to Trevor, we've shared his contact details in the show notes.

If you want to continue the conversation with Trevor, connect with him through his LinkedIn HERE

Connect with me on LinkedIn and see what I'm up to by clicking HERE

You can also connect with Stuart and see what he is up to by clicking HERE

To join our amazing Facebook Group of over 300 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!

Marketing is often described as the 'holy grail' of being able to scale your MSP effectively. Deep down you know you need a Sales & Marketing engine in your business, one that will provide a steady flow of leads so that the business can grow consistently...but you've tried several different tactics, and nothing seems to work. If this sounds familiar, you'll want to give this episode a listen!

We kick off by discussing the shift in customer behaviour, brought about by our digital-first world. Stuart highlights the importance of consistent touchpoints with potential clients, explaining that it now takes up to 37 points of contact for a prospect to feel comfortable making a purchasing decision, up from 6 or 7 in the pre-internet era.

We also discuss the complexity of selling technology services due to the lengthy sales cycle, acknowledging that the lag between initial interest and purchase readiness, can extend from weeks to years. The key to keeping potential customers interested during this period is through a consistent nurture strategy. Stuart emphasises the importance of guiding potential customers through the sales funnel, from initial awareness to active consideration, which requires relevant and engaging content.

Creating this compelling content, we understand, can be challenging. Your messaging needs to align with the pain point your ideal customer has,and give them a reason to believe that your business can solve their problems. Your business only becomes relevant when potential customers are convinced that you can help them. Therefore, the content should focus less on what your products and services are and more on the problems they can solve or the solutions they enable.

To wrap up, Stuart and I talk about measuring performance and understanding what good and bad results look like, summing up that you need to know your audience, understand their problems, package your services accordingly, and measure your success based on these factors.

As a special resource for our listeners, we're offering the New Business Advantage Blueprint. This tool guides you through the steps needed to create a simple but effective funnel that will generate the right leads for your business.

If you want your question to be answered right here in the Ask Stuart series submit your questions HERE

Download the New Business Advantage Blueprint PDF HERE

Connect with me on LinkedIn and see what I'm up to by clicking HERE

You can also connect with Stuart and see what he is up to by clicking HERE

To join our amazing Facebook Group of over 300 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!