The IT Experts Podcast

In this episode of The IT Experts Podcast, we go beyond recruitment and explore what it really takes to attract and retain the right staff in your MSP.

Many MSP owners tell us that finding good people feels harder than ever. They advertise roles, interview candidates, and still end up wondering why the right people are not applying, or why talented team members leave after a short period of time.

The truth is that attracting and retaining the right staff starts long before you post a job advert.

In this conversation, I am joined by Zoe Chatley, founder of The Channel Recruiter, who specialises in helping businesses across the IT channel recruit exceptional people. Zoe brings more than 20 years of recruitment experience and shares practical insights that every MSP owner can apply straight away.

We begin by exploring why recruitment has changed so much. Candidates are no longer looking only at salary and job titles. They are thinking much more carefully about the type of company they want to work for, the culture they want to be part of, and whether the business genuinely values its people.

That means if you want to attract and retain the right staff, you need to think like a marketer.

Your future employees are researching your business in exactly the same way that prospects research your services. They visit your website, review your LinkedIn presence, read employee feedback, and look for evidence that your business offers a positive and supportive place to work.

This is where employer branding becomes incredibly important.

Employer branding is much more than your logo or the design of your website. It is the reputation your business has as a place to work. It includes the way your team talks about the business, the stories you share online, and the consistency between what you say and what your employees experience every day.

Zoe explains that one of the strongest tools available to MSPs is their Employee Value Proposition, often called the EVP.

Your EVP is the complete package of benefits, flexibility, support, and opportunities you offer to your team. This includes hybrid working, holiday entitlement, healthcare, career development, flexibility for family life, and the little things that make people feel trusted and valued.

When you want to attract and retain the right staff, your EVP needs to be clear, meaningful, and visible.

It should appear in your job adverts, on your website, throughout your interview process, and in the everyday experience your employees have once they join your business.

We also discuss company culture and why it plays such a critical role.

Culture is what people experience when they work in your business. It is how people communicate, how leaders behave, and how the team supports one another.

One of the simplest ways to measure your culture is by looking at staff retention. If talented people stay with you for many years and speak positively about the business, that is usually a very strong sign that your culture is healthy.

Values are another essential part of this process.

Your company values act as your internal compass. They guide decisions, shape behaviour, and help you identify people who align naturally with your business.

When you attract and retain the right staff, you are looking for individuals whose values match your own. Skills can be developed. Character, attitude, and integrity are much harder to teach.

One of the most valuable parts of this episode is Zoe's perspective on transferable skills.

If you are struggling to recruit within the IT industry, there are exceptional people outside the channel who may be a perfect fit. Sales professionals, customer service specialists, and technically minded individuals from other sectors often bring fresh energy, resilience, and strong people skills.

With the right support and development, these individuals can become some of your strongest team members.

As Zoe says, do not hire for need. Hire for strength.

That one idea can completely change the way you build your team.

If you want to attract and retain the right staff, start by reviewing your culture, clarifying your values, strengthening your EVP, and telling your story more confidently.

The businesses that do this consistently become magnets for the right people.

And when you have the right people in the right seats, growth becomes much easier.

Connect with Zoe Chatley through LinkedIn HERE or through their website HERE. You can also send her an email at [email protected].

Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.

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.

If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.

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 of The IT Experts Podcast, I want to help you break free from one of the biggest growth blockers I see in the MSP world, the MSP Owner Bottleneck. If you constantly feel pulled into every issue, every escalation, every client conversation, and every decision inside your business, then this episode is for you. I unpack why so many MSP founders become the superhero inside their organisation, how that behaviour develops over time, and why it eventually limits scale, leadership growth, profitability, and even the long-term value of the business itself.

For many MSP owners, the MSP Owner Bottleneck starts with good intentions. In the early years, you are the technical expert, the trusted advisor, the problem solver, and the person clients rely on when things go wrong. That level of involvement often helps build the business initially because clients trust you personally and your team leans on your experience to navigate difficult situations. Over time though, this creates a dangerous dependency where everything flows back through you. Every important decision, every escalation, and every challenge eventually lands on your desk.

In this conversation, I talk openly about the role of the superhero founder inside MSPs. Many owners spend years stepping in to save projects, solve client issues, rescue support situations, and make decisions that nobody else feels confident making themselves. The challenge is that while this creates short term stability, it stops the business from developing real leadership depth. Teams stop taking ownership because they know the owner will eventually step in and fix things anyway. Clients continue contacting you directly because they have been trained to do so. Before long, the MSP Owner Bottleneck becomes stronger every year, leaving the business stressful, reactive, and difficult to scale.

One of the key messages I share in this episode is that what helped you build your MSP will not necessarily help you scale it. Many founders eventually reach a point where the business no longer supports the life or goals they originally wanted because too much depends on them personally. You may have built a successful MSP that generates revenue and supports a team, although growth begins to stall because leadership and accountability have never been fully distributed throughout the organisation. The result is an MSP owner constantly firefighting, permanently busy, and struggling to focus on strategic growth.

I also explore how the MSP Owner Bottleneck impacts employee engagement, accountability, and leadership development. When team members never receive real ownership or authority, they struggle to grow into stronger leaders. Senior engineers and managers begin waiting for approval rather than making confident decisions themselves. Escalation replaces ownership. I explain why ambitious employees often leave environments where they cannot grow, while others remain stuck operating below their full potential. This creates a cycle where recruitment becomes reactive rather than strategic, adding even more pressure onto the founder.

Another important area we unpack is the relationship between MSP owners and their clients. Many founders unintentionally train clients to contact them directly for support, reassurance, or decision making. While this can feel valuable in the short term, it weakens the trust clients have in the wider business. I explain why scalable MSPs create trust in systems, processes, leadership teams, and structure rather than relying entirely on the founder relationship. This shift becomes essential for any MSP that wants stronger operational maturity, improved scalability, and higher business valuation in the future.

I also spend time discussing the emotional side of leadership and the role ego quietly plays inside growing MSPs. Being the person who fixes everything can feel rewarding. It creates a sense of importance, control, and security. For technically minded founders especially, stepping away from that role can feel uncomfortable because the business has been built around your expertise for years. Real growth happens when you begin empowering others, creating accountability, and allowing leaders inside the organisation to own outcomes confidently.

Throughout the episode, I share practical ways to reduce dependency and build stronger leadership structure inside your MSP. We talk about redirecting client communication through proper channels, allowing managers to own difficult conversations, encouraging team members to bring solutions instead of problems, and building a healthier rhythm of accountability across the business. These small changes create massive leverage over time.

One of the strongest points I make in this episode is that scaling an MSP requires a move away from reactive heroics and towards proactive structure. Accountability, consistency, communication, and leadership development become the foundations of sustainable growth. When your leadership team feels trusted and empowered, the business becomes calmer, more scalable, and significantly more valuable.

The MSP Owner Bottleneck also directly affects exit planning and business valuation. Buyers look carefully at leadership depth and operational independence when assessing MSPs. Businesses heavily dependent on the founder carry greater risk and often achieve lower valuations. In contrast, MSPs with strong systems, empowered leaders, and operational consistency become far more attractive acquisition opportunities. Building a business that can thrive without constant founder involvement creates genuine transferable value and far more long-term options.

This episode is a reminder that sustainable growth does not come from working harder or rescuing more situations personally. It comes from building leaders, creating structure, and developing a business that can operate successfully without depending on one individual for every outcome. If you recognise yourself inside the MSP Owner Bottleneck, this conversation will give you practical ideas, clarity, and confidence to begin making the shift.

Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.

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.

If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.

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 of The IT Experts Podcast, we explore what it really takes for MSPs to build a strong foundation in cybersecurity, compliance, and resilience in a world where risk is constantly evolving. In this special roundtable session, I am joined by Neil Smith, Gene Kim, and David Clarke, who each bring deep, practical experience from the front line of cybersecurity and compliance within the MSP space.

You will hear how the role of the MSP has shifted from simply managing IT systems to becoming a central part of how businesses manage risk. As Neil Smith shares from his own journey, the demand from clients has changed significantly. Businesses are no longer asking for technical support alone. They want reassurance that they are protected, aligned with standards, and prepared for whatever may come next. This is where cybersecurity, compliance, and resilience come together as a core offering rather than an add on.

Gene Kim expands on this by highlighting how trust is now directly linked to revenue. Clients expect MSPs to provide clear visibility, consistent reporting, and confidence that systems are secure and recoverable. This is not about tools alone. It is about outcomes. MSPs are now expected to help clients prove they are operating securely, not only for their own peace of mind, though also for insurers, auditors, and stakeholders.

A strong theme throughout the conversation is education. As Neil Smith explains, many businesses still believe they are not a target or that basic protection is enough. The role of the MSP is to guide clients through understanding their risks in a calm and structured way. This is not about creating fear. It is about building awareness and helping clients make informed decisions that support long term stability.

David Clarke brings a valuable perspective on compliance and governance. He highlights how frameworks such as GDPR and Cyber Essentials provide a strong foundation, though they are not a one-off exercise. Cybersecurity, compliance, and resilience require continuous attention. It is similar to securing your home. You do not lock the door once and forget about it. You maintain awareness and take responsibility over time.

The conversation also explores the importance of clearly defined responsibility. MSPs play a critical role in implementing and managing systems, though the ownership of risk always sits with the client. David Clarke reinforces that understanding who owns the risk leads to stronger, more productive conversations. When this is clear, businesses can make better decisions and avoid confusion during critical moments.

Supply chain security is another key focus. With MSPs relying on a growing number of vendors and tools, every decision introduces potential exposure. Gene Kim and Neil Smith both emphasise the need for transparency, trust, and careful evaluation when selecting partners. It is not only about functionality. It is about reliability, communication, and how those vendors respond when something goes wrong.

When the discussion moves to incident response, the tone becomes even more practical. Every MSP needs a clear and well understood plan. David Clarke explains the importance of rapid escalation, strong leadership, and access to the right expertise at the right time. Decisions need to be made quickly, often with incomplete information, and preparation makes all the difference.

Neil Smith adds that these conversations should happen before an incident occurs. Working through scenarios with clients, even in a simple tabletop format, can highlight gaps and build confidence. Gene Kim reinforces this by stressing the importance of having systems that can recover quickly and maintain control during an incident.

Resilience is the thread that connects everything discussed in this episode. It is not enough to reduce risk. Businesses need to be able to continue operating when challenges arise. Cybersecurity, compliance, and resilience work together to create that outcome. When done well, they provide stability, confidence, and a platform for growth.

This episode makes one thing very clear. MSPs who fully embrace cybersecurity, compliance, and resilience will stand out. As Neil Smith demonstrates through his own positioning, this creates a powerful advantage in the market. It builds trust, strengthens relationships, and supports long term success.

If you want to position your MSP as a trusted advisor and create a more secure, scalable business, this episode offers clear and practical direction. Focus on the fundamentals, build strong frameworks, educate your clients, and keep refining your approach. Over time, this creates a business that not only protects clients, though also grows with confidence.

Connect with Neil Smith through LinkedIn HERE.

Connect with Gene Kim through LinkedIn HERE.

Connect with David Clarke through LinkedIn HERE.

Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.

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.

If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.

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 of The IT Experts Podcast, we explore why the 2026 MSP Show in London is becoming one of the most valuable events for MSP owners and their teams who want clarity, direction, and real progress in their business. I am joined by Aaron Fletcher and Alexandra Harris, the driving force behind the event, who share what makes this year's show such a powerful opportunity for growth.

This is not about turning up to another event and walking away with a bag of merchandise. This is about making a conscious decision to invest time in learning, connecting, and building momentum.

The 2026 MSP Show brings together MSP owners, senior leaders, and technical teams in a way that feels both structured and flexible. As Alexandra Harris explains, the event has been designed to give attendees the freedom to move, choose, and engage with the sessions that matter most to them. You are not being pushed from one session to another. You are given space to think, learn, and connect in a way that suits your style.

Aaron Fletcher shares how the event continues to evolve each year, bringing fresh ideas, more energy, and a stronger focus on delivering value. This is not a static conference. It is a living environment that reflects what MSPs actually need right now. That energy creates a completely different experience, one that feels closer to a collaborative space than a traditional event.

What stands out immediately about the 2026 MSP Show is the focus on value. Every session is designed to give you something practical that you can take back and apply. There is no filler content and no product pitching disguised as education. Instead, you will hear from industry experts who understand the real challenges MSPs are facing and who are there to guide you forward with clarity and confidence.

One of the strongest elements of the 2026 MSP Show is the way it has been built around real feedback from the MSP community. Alexandra Harris explains how the team gathered input from across the industry to shape the agenda, ensuring the topics are relevant, timely, and aligned with the current challenges MSPs face. This approach means you are far more likely to leave with ideas that create immediate impact.

Another powerful reason to attend the 2026 MSP Show is the opportunity to connect with others in the industry. Running an MSP can feel isolating at times. Being in a room with people who understand your challenges creates a different level of energy. Conversations that start casually can quickly turn into valuable partnerships, new ideas, or solutions to problems that have been sitting unresolved for months.

This year, the introduction of MSP hot topic roundtables adds another layer of value. As Aaron Fletcher highlights, these smaller group discussions create space for honest conversations and shared experiences. You are not sitting quietly in a large audience. You are actively contributing, learning from others, and gaining insights that are directly relevant to your situation.

The 2026 MSP Show also creates a balance between learning and experience. There is a strong sense of energy throughout the event, with opportunities to network, explore new ideas, and step away from the day to day demands of running your business. When you give yourself space to think, you make better decisions. When your team is involved, they gain clarity on the direction of the business and feel more aligned with where you are heading.

From a strategic perspective, attending the 2026 MSP Show is not a cost. It is an investment. When approached with intention, it becomes a project. You can plan who you want to meet, which sessions will support your goals, and how you will follow up afterwards. This is where the real return comes from. The conversations you have, the ideas you capture, and the actions you take afterwards all contribute to the growth of your MSP.

There is also significant value in the co-located Service Desk and IT Support Show, which Aaron Fletcher and Alexandra Harris explain has been running for decades and brings together a wider ecosystem of tools, vendors, and expertise. This creates an environment where both the commercial and technical sides of your business can grow together.

Ultimately, the 2026 MSP Show is about helping you step back, reset your thinking, and move forward with purpose. With insights from Aaron Fletcher and Alexandra Harris, this episode gives you a clear view of what is possible when you surround yourself with the right people, the right ideas, and the right opportunities.

If you are serious about building a business that works for you and not the other way around, this is your opportunity to take action.

Register to join the 2026 MSP Show HERE.

Connect with Aaron Fletcher HERE and with Alexandra Harris HERE.

Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.

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.

If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.

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 of The IT Experts Podcast, I sit down with Mit Patel, Darren Strong, and Paul Green for a powerful panel discussion focused on one of the biggest challenges MSP owners face, how to stop working in your MSP and start building a business that works for you.

This is a topic I see come up time and time again. Many MSP owners start from a technical background, and before they know it, they are deep in the day to day, solving problems, firefighting, and carrying the weight of the business on their shoulders. If you want to stop working in your MSP, there has to be a conscious shift in how you think, plan, and lead.

Mit kicks things off by sharing something I see all the time. Most MSPs are not spending enough time planning, or they do not know where to start. The truth is, it does not need to be complicated. You need clarity on where you are now and where you want to get to in the next twelve months. From there, it is about breaking that down into simple, consistent actions that move you forward.

Darren builds on this and brings it back to consistency. Without a clear plan, you end up making decisions based on how you feel in the moment. One day you move in one direction, the next day it changes. Over time, that creates confusion across your team and slows everything down. If you want to stop working in your MSP, your plan needs to guide your decisions and shape the behaviour of your business.

Paul then brings in a perspective that I know will resonate with many of you. Too many MSPs are running on hope. Hoping they will find time for marketing. Hoping nothing disrupts the day. Hoping things will improve. That can go on for years. The shift happens when you decide to take control and build something with purpose. If you truly want to stop working in your MSP, you need to carve out time every day to focus on growth and the future of the business.

We also spend time talking about leadership, because this is where things really start to change. I have seen it in my own journey and with the MSPs we support. When your team understands the vision and knows what matters most, everything starts to move faster. Mit shares how aligning the team around clear quarterly priorities creates momentum and builds a culture where people feel part of the success. This is essential if you want to stop working in your MSP and create something that grows beyond you.

Another important part of the conversation is around speed and structure. In the early days, you can change direction quickly. As your business grows, that becomes harder. Paul explains the importance of staying flexible while putting the right systems in place. You need structure to scale, while still keeping enough agility to respond to change. That balance is key if you want to stop working in your MSP and keep moving forward.

Darren then brings it back to operational maturity, and this is where many MSPs hit a wall. You can only rely on hard work for so long. Long hours and constant pressure lead to fatigue, and eventually something has to change. This is often the moment when you realise that what got you here will not get you there. To stop working in your MSP, you need systems, measurement, and accountability that support consistent performance.

We also explore what is happening in the world of marketing and AI. There is a lot of noise right now, and it is easy to get distracted. Paul makes it clear that while AI is a powerful tool, it does not replace clear thinking. The fundamentals still matter. You need to understand your ideal client, communicate clearly, and build trust. When your marketing works properly, it creates a steady flow of opportunities, which is a huge step towards being able to stop working in your MSP.

We finish the episode with some simple actions that you can take straight away. Paul talks about finding time every day to work on your business. Mit suggests blocking out dedicated time each week for planning. Darren reinforces the importance of accountability and making sure you follow through on what you commit to.

When you bring all of this together, planning, leadership, consistency, and accountability, you create a business that no longer relies on you being involved in everything. That is the goal. To stop working in your MSP is about building something with clarity and structure, where the business continues to grow, whether you are there or not.

Connect with Mit Patel on LinkedIn HERE and discover more about Assurix HERE.

Connect with Darren Strong HERE. You can also visit his website HERE and stream the Scale Up podcast HERE.

Connect with Paul Green on LinkedIn HERE. You can also explore his website HERE and tune into his MSP Marketing Podcast HERE.

Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.

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.

If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.

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 of The IT Experts Podcast, I want to share something that I know many MSPs have either overlooked or been unsure about, and that is R&D tax relief for MSPs, and how it could potentially put thousands back into your business when approached in the right way.

I am joined by Jack Davies, who has been working closely with our community for several years now, helping MSPs understand how R&D tax relief for MSPs actually works in practice. I will be honest, when I first came across this, I was sceptical. Like many of you, I wanted to be sure this was credible, compliant, and something that genuinely added value to a well-run MSP. What I have seen since then, through the results of our clients and the conversations we have had, is that when it is done properly, it can be a powerful opportunity.

We start by getting clear on what R&D tax relief for MSPs really is. It is not a quick win or a shortcut. It is a structured incentive designed to reward businesses that are solving technical challenges and pushing things forward. When you look at it through that lens, it starts to make a lot more sense for MSPs, because that is exactly what many of you are doing every single day.

As we go deeper into the conversation, it becomes clear that a lot of MSPs are already carrying out qualifying work without realising it. Whether it is system integrations, cloud migrations, automation, cyber security projects, or bringing AI into client environments, these are not always straightforward. They involve testing, iteration, and problem solving. This is where R&D tax relief for MSPs starts to become highly relevant, because it focuses on the effort involved in overcoming technical challenges.

One of the most important parts of this conversation is understanding what does not qualify. Straightforward, plug and play work is not what we are talking about here. This is about those moments where your team has to think differently, where there is no obvious answer, and where you are working through uncertainty to find the right solution. Getting clear on this gives you the confidence to approach R&D tax relief for MSPs in a way that protects your reputation and keeps everything above board.

Something that I found particularly interesting, and I know many of you will as well, is the areas that often get overlooked. Internal projects, ongoing improvements, and even the costs around software and subcontractors can all form part of the bigger picture. Many MSPs focus purely on client work, yet a lot of innovation is happening behind the scenes. When you start to recognise that, the opportunity around R&D tax relief for MSPs becomes much broader.

We also spend time talking about how this works in practice. It is not about pointing at one project and saying that is the number. It is about looking across your year, understanding where time and effort has gone into solving technical challenges, and building a fair and reasonable view of that work. This is where having good structure in your business really helps, from tracking projects through to keeping your financials organised.

There have also been some changes to the scheme over the past couple of years, and I wanted to make sure we addressed that clearly. The key takeaway is that the fundamentals of R&D tax relief for MSPs have not been reduced. If anything, they have become more structured. The updates are there to improve the process, create consistency, and make sure everything is handled properly. For you as an MSP owner, that means more clarity and a more stable framework to work within.

We also talk openly about best practice and what to watch out for. There are still people in the market making bold claims and overpromising. My advice is simple, protect your reputation. Work with people who understand both R&D and the MSP space, who can explain the process clearly, and who are focused on doing things the right way.

By the end of this episode, my goal is that you feel more confident about R&D tax relief for MSPs, what it is, what it is not, and whether it is something worth exploring further in your business. This is about making informed decisions, staying in control, and recognising the value of the work you are already doing.

Connect with Jack Davies through his LinkedIn by clicking HERE.

Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.

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.

If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.

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 of The IT Experts Podcast, we explore what it really takes to build a high performing team inside your MSP, and why so many leaders feel stuck when trying to get there. I am joined by an expert power panel featuring Zoe Chatley, Phylip Morgan, and Julie Hutchison, bringing together real world experience from leadership, recruitment, and growth to give you practical insight into how to move from confusion to clarity when building your team.

The conversation opens with a simple yet powerful truth. Every business is moving from one place to another. The challenge is that many MSP owners have not clearly defined where they are heading. As Phylip Morgan explains, leadership is about moving from here to there, and without that clarity, building a high performing team becomes difficult because no one truly knows what success looks like. Vision is not a corporate exercise. It is a practical tool that gives your team direction, confidence, and purpose.

Julie Hutchison brings this to life by highlighting that most leaders do have a vision, although it is often blurred. Many MSP owners stay on the hamster wheel of doing, without stopping to think about what they really want. Creating a high performing team starts with stepping back and defining a clear, specific outcome that your team can align with and work towards together.

Once that clarity is in place, everything begins to shift. A high performing team is not built through pressure or control. It is built through alignment. When your team understands where the business is going, they can make better decisions, take ownership, and move forward with confidence. This is where leadership becomes less about doing everything and more about guiding others to succeed.

A key theme throughout this episode is accountability. Julie Hutchison explains that accountability is not about pressure. It is about creating an environment where people know what is expected and feel supported to deliver it. A high performing team thrives when individuals are clear on their role, understand what good looks like, and have the confidence to take action within clear guide rails.

Phylip Morgan reinforces this by sharing the importance of clarity in expectations. When people know what is expected of them, have the right tools, and are given the opportunity to do what they do best, performance improves naturally. A high performing team is built on this foundation of clarity, communication, and trust.

Zoe Chatley adds a critical perspective from recruitment and team building. Many MSPs hire out of urgency rather than strategy, which makes it harder to build a high performing team. When you are clear on your vision, you can attract people who believe in what you are building. This creates stronger alignment, better retention, and a team that grows with your business over time.

The panel also highlights the importance of learning through experience. Building a high performing team is not about getting everything right the first time. It is about making informed decisions, learning from mistakes, and refining your approach as your business grows. With the right leadership mindset, these lessons become the foundation for long term success.

What stands out in this episode is how simple the fundamentals really are. Building a high performing team is not about complex frameworks. It is about clarity, consistency, and leadership that creates trust. When you combine these elements, you create a business where people want to contribute, grow, and succeed together.

If you are looking to build a high performing team in your MSP, this episode will help you focus on what truly matters. Start by getting clear on your direction, create the right environment for your people, and lead with intention. The results will follow.

Connect with Zoe Chatley through her LinkedIn by clicking HERE.

Connect with Phylip Morgan through his LinkedIn by clicking HERE.

Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.

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 of The IT Experts Podcast, we sit down with Mit Patel to explore what it truly takes to stand out in a crowded MSP marketplace. This is a grounded and practical conversation that cuts through noise and focuses on what actually drives growth, profitability, and long-term success. Mit Patel brings nearly 25 years of experience in the MSP space, having scaled his own business to 8 million in revenue with strong margins, and now supporting the industry in a new way.

Early in the conversation, Mit Patel shares his journey from building an MSP from the ground up through to exit. What becomes clear is that growth is never accidental. Each stage brings a new level of challenge, and success comes from recognising what needs to change as you move forward. From the early milestone of reaching one million in revenue, where investing in sales becomes essential, through to the shift towards structured leadership at scale, Mit Patel highlights the importance of evolving your thinking as your business grows.

One of the key themes Mit Patel emphasises is the role of leadership and structure. As MSPs grow beyond the early stages, the lack of clear roles and accountability often creates bottlenecks. Many owners find themselves involved in everything, which limits their ability to think strategically. Mit Patel explains how building a leadership team and creating consistent rhythms allows you to step back, focus on planning, and unlock the next phase of growth. This shift from being busy in the business to working on the business is where real transformation begins.

The conversation also explores one of the most common challenges MSPs face, which is people. Mit Patel speaks openly about the impact of tolerating underperformance and how this shapes the culture of a business. When standards are not upheld, it sends a message across the organisation. Strong MSPs are built by having the right people in the right roles, with clear expectations and accountability. Mit Patel reinforces the idea that hiring should focus on who someone is, not only what they know. Skills can be developed, yet mindset, communication, and drive are far more difficult to change.

As the discussion moves towards market positioning, Mit Patel addresses the growing issue of sameness across the MSP space. Many providers sound identical to potential clients, leading to decisions being based on price rather than value. This creates a race to the bottom, which is difficult to escape. Mit Patel explains that true differentiation comes from doing things differently and being able to clearly demonstrate that difference. Without this, even the best MSPs struggle to communicate their value effectively.

A powerful part of the episode focuses on trust. Mit Patel highlights that many business owners do not fully understand what their IT provider is doing for them. This creates uncertainty and risk. By improving transparency and providing clear evidence of performance, MSPs can build stronger relationships and position themselves as trusted partners rather than interchangeable suppliers. This shift in perception is critical for long term success.

The role of AI is also discussed as an emerging opportunity. Mit Patel shares that MSPs who can apply AI in a meaningful way to solve real business problems will create a strong competitive advantage. The key is not the technology itself, yet how it is used to deliver outcomes that matter to clients. This again links back to understanding the client's business and communicating in a way that resonates beyond technical language.

Towards the end of the episode, Mit Patel offers practical advice for MSP owners who want to grow. Investing in marketing is highlighted as a key driver of future success, along with the importance of continuous personal development. Growth starts with the owner, and those who commit to learning, improving, and adapting will always create stronger businesses over time.

This episode with Mit Patel is a clear reminder that standing out in the MSP market is not about doing more of the same. It is about clarity, leadership, structure, and the courage to raise your standards. When you focus on these areas, growth becomes more predictable, your team becomes more aligned, and your clients gain confidence in the value you deliver.

If you are looking to build a stronger, more resilient MSP, this conversation will give you the direction and confidence to take the next step.

Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.

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 of The IT Experts Podcast, I talk about what really happens when good teams go wrong and how MSP leaders can rebuild trust, communication, and performance before small issues turn into major challenges. I see this time and time again when working with MSP owners. You invest in great people, you build what feels like a strong team, and then something shifts. Progress slows, frustrations grow, and you start to wonder what has changed. This episode is designed to help you recognise those moments and take practical action.

I am joined by leadership coach Julie Hutchison, who works closely with MSP owners to strengthen their leadership capability and help their teams perform at a higher level. Together we explore why technical ability is rarely the real reason when good teams go wrong. More often it is about how people communicate, how leaders set expectations, and how comfortable teams feel about speaking openly. Many of the warning signs are subtle at first. Meetings feel heavier, decisions take longer, and accountability becomes inconsistent. Over time, these patterns begin to affect momentum and confidence across the business.

Julie explains that trust sits at the heart of every high performing team. When trust is missing, people hold back. They may agree with plans in the room, yet struggle to follow through once they leave. This is not usually about capability. It is about clarity and psychological safety. When good teams go wrong, leaders often notice an increase in conflict, misunderstandings, or even staff turnover. These signals can feel frustrating, especially when you know you have talented individuals who genuinely care about the success of the business.

One of the most powerful ideas we discuss is the importance of balancing empathy with direct challenge. Julie introduces the concept of radical candour, which encourages leaders to show genuine care for their people while also addressing difficult topics honestly. I know from my own experience that many MSP owners avoid these conversations because they do not want to upset anyone. Yet when good teams go wrong, avoiding the issue rarely helps. Clear, respectful communication builds stronger relationships and helps teams stay aligned around shared goals.

We also talk about the role of self-awareness. Running an MSP comes with pressure and responsibility, and it can be tempting to look for quick operational fixes when performance dips. However, meaningful change often begins with the leader taking a step back and reflecting on their own behaviour and communication style. When good teams go wrong, modelling openness and vulnerability can create a positive ripple effect. It encourages others to be honest, take ownership, and recommit to working together.

Another important point is that successful teams are not built on everyone being the same. Different strengths and perspectives bring balance and innovation. The key is helping people understand each other and learn how to work through disagreement in a healthy way. When teams develop this understanding, they become more resilient and more focused on achieving results together.

As we wrap up the conversation, Julie and I emphasise that rebuilding trust takes intention and consistency. Leaders need to create space for honest dialogue, reinforce accountability, and help teams reconnect with their purpose. When good teams go wrong, there is always an opportunity to rebuild stronger foundations. MSP owners who take this approach often see renewed energy, better collaboration, and greater confidence as they continue to grow their business.

Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.

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 of The IT Experts Podcast, we explore why many MSP owners are sitting on easy money without realising the scale of the opportunity already inside their existing client base. This practical break fix edition is designed to give you clarity, structure, and a clear set of actions you can take straight away to improve profitability, strengthen relationships, and build more predictable growth.

A common challenge for MSPs is the hesitation around commercial conversations. You may have built strong technical trust with your clients over many years, yet still feel uncertain about how to introduce discussions around investment, value, or change. This episode reframes that concern. When you approach account management from a position of leadership and service, you are not selling in a pushy way. You are guiding your clients towards better outcomes. This is often where MSPs discover they have been sitting on easy money for far longer than they expected.

The conversation begins with a reminder that growth does not always require new leads or more marketing activity. In many cases, the fastest path to stronger margins comes from improving the way you review and support the clients you already serve. By implementing a structured account management rhythm, you begin to uncover gaps in services, overlooked risks, and new opportunities to add value. This is where sitting on easy money becomes a practical reality rather than a catchy idea.

One of the first steps discussed is creating a clear view of your current client base. When you take time to list every client and assess their value, engagement, and future potential, you start to see patterns emerge. This simple discipline builds focus and removes assumptions. From there, you can identify whitespace opportunities where clients may benefit from additional services that align with their goals. This structured review process helps MSP owners recognise that they have been sitting on easy money simply because the right conversations have not been happening consistently.

Security and business risk also play a central role in the episode. When you lead with risk awareness and strategic guidance, you position your MSP as a trusted advisor rather than a reactive support provider. Clients value clarity around the impact of vulnerabilities and the steps required to strengthen resilience. These discussions often open the door to improvements that increase both client confidence and recurring revenue. Again, this reinforces the idea that MSPs are often sitting on easy money through unmet needs that have yet to be explored.

Pricing hygiene is another theme that encourages thoughtful action. Reviewing legacy agreements and ensuring your pricing reflects the value you deliver is essential for long term sustainability. By communicating openly about cost drivers, service evolution, and the importance of profitability, you maintain trust while protecting the future of your business. Many MSP leaders find that once they begin these conversations, the fear reduces and the benefits become clear. The belief that you are sitting on easy money becomes a motivating insight that drives positive change.

The episode also highlights the importance of regular business reviews. These structured conversations create space to understand your clients' ambitions, challenges, and growth plans. When you align your services with their direction, you strengthen partnerships and unlock new opportunities. This approach moves you from being seen as a supplier to being valued as a strategic contributor. Over time, this shift builds momentum and reinforces the message that sitting on easy money is often about applying consistent leadership rather than chasing quick wins.

Education plays a powerful role in this journey. Many clients are unaware of the full scope of what their MSP can offer. By sharing your advisory capabilities, innovation plans, and compliance expertise, you help them make informed decisions. Clear recommendations delivered with confidence create reassurance and accelerate progress. When you systemise this entire process through repeatable frameworks and defined rhythms, you build a mature operating model that supports sustainable growth.

Ultimately, this episode is a reminder that profitable expansion can begin with the relationships you already have. By focusing on value, structure, and strategic conversations, MSP owners can move from reactive habits to confident leadership. Sitting on easy money is not about shortcuts. It is about recognising potential, taking deliberate action, and building a business that delivers results for both you and your clients.

Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.

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!