TubbTalk: The Podcast for Managed Service Providers

This episode was recorded live in Berlin, Germany at the Pax8 Beyond EMEA conference, and Richard Tubb speaks to Phylip Morgan. He’s the Pax8 Chief Revenue Officer EMEA, and they talked about what’s new at Pax8.

Phylip talked the importance of the Pax8 cloud marketplace and why MSPs should embrace them instead of fearing them as the competition. He also explained how Pax8 work with their MSP partners to up-serve their clients.

Richard asked Phylip to explain what he means by the phrase ‘data is the new oil’. Phylip also shared his advice for time-poor MSPs, and what he does to keep a level head with all the travel and responsibilities his role brings.

Mentioned in This Episode

• IT certifications and training: CompTIA
• Book: Bob Burg: The Go-Giver: A Little Story About a Powerful Business Idea
• Cloud computing tool: VMware
• Cloud computing tool: Citrix
• AI tool: ChatGPT
• Pax8 Opportunity Explorer
• Pax8 Partner Program
• Pax8 Academy
• Podcast interview with Andy Readman

In this interview, Richard Tubb speaks to Richard Tang, the founder and CEO of Zen Internet, consistently rated as the top internet service provider in the UK. Founded in 1995, the initial plan was to capitalise on the popularity of a new technology. Today, they provide broadband services to mainly business users.

Richard explains how Zen does things differently, and how he juggles the needs of the staff and of their customers. He talks about the benefit of a strong company culture, and why Zen avoids dirty tactics to retain customers.

Richard explains what B-corp certification is, why it’s important and how Zen implement it in their business. He also touches briefly on his relationship with David Brereton of Myson Pages, who shares an office in the Zen building with an interesting history.

He talks through how they support MSPs and resellers of internet services, why making charitable donations is so important, and the surprising inspiration for the Zen company motto. He also shares his tips on how you can adopt the Zen mentality for your business.

Mentioned in This Episode

• Zen Internet
• Peer group: SBSC Northwest
• B Corp certification
• Podcast: Richard's interview with David Brereton
• YouTube: Richard's Three Peaks video
• Cloud marketplace: Pax8

In this interview, Richard speaks to Leigh Smith, Director of Growth and Happiness at AnswerConnect, a 24/7, live call-answering solution founded in 2002. The service enables MSPs to streamline issue resolution, manage tickets more efficiently, and maintain their SLA compliance. And they offer support with capturing and qualifying leads.

Leigh explains why AnswerConnect specialise in working with MSPs, why it’s important to have a human on the other end of the phone and why using AI for call answering isn’t ideal.

Richard asks Leigh to share some specifics around the types of tools AnswerConnect integrate with, their pricing model and why you should trust them to answer calls on your behalf.

They also look at the service options: how to pick up your messages, how they deal with unsolicited calls and how they help clients hit their SLAs. Leigh also explains how they handle calls from prospects and the process for identifying and patching through urgent calls.

 Richard also asks Leigh about the company culture, how her experiences in HR help her in her current role, and how to recruit and retain staff. She also explains how she got her distinctive job title.

AnswerConnect are still quite new in the UK, so Leigh shares her experiences of attending MSP events, how she stays up to date with the latest changes and trends in business, and her current recommended books.

Mentioned in This Episode

• PSA tool: AutoTask
• IT software solution: ConnectWise
• PSA/RMM tool: SuperOps
• Workflow automation tool: Zapier
• Podcast: How I Built This
• Podcast: Business Breakdowns
• Book: Atomic Habits by James Clear
• Book: Unstoppable by Dave Anderson

In this interview, Richard Tubb speaks to Daniel Shone and Chris Gorman of Apex Computing: Daniel is the Managing Director and Chris is the CEO. Based in the North West, they support their clients with cybersecurity, hardware and software procurement, BDR and consultancy.

They talk about how Apex got started, what it’s like running a business with a co-founder, and how they share the different roles and responsibilities between them. They also share their current tech stack.

Richard asks Chris and Daniel why they think strategic relationships with vendors are essential, and to talk specifically about their relationships with Huntress and Pax8, as well as the solutions each provides to Apex.

Daniel and Chris give examples of how network monitoring has saved their clients from cybersecurity incidents, and why most of the businesses they work with don’t mind that they outsource some of their services.

Richard digs into the company culture at Apex, how they maintain it while building their business and how it also helps them to weed out bad-fit clients. Daniel and Chris share how they involve their team in decisions on clients, and why they encourage them to make candid social media videos.

They both talk about the positive experiences of networking and being part of peer groups, why they recommend business mentoring for growth, and why all MSPs should be utilising AI.

Mentioned in This Episode

• IT conference: Dattocon
• Podcast interview with Daniel
• Scale your business: MSP Growth Hub
• IT and MSP Business Growth Expert: Ian Luckett
• Helping Ambitious MSPs to Scale to £1m: Stuart Warwick
• Cloud marketplace: Pax8
• Cybersecurity stack: Apex Security Sphere
• Email security: Sendmarc
• Cybersecurity platform: Sonic Wall
• IT and security platform: Kaseya
• Cybersecurity solutions: Brigantia
• Cybersecurity and data protection: Acronis
• Enterprise cybersecurity solutions: Threat Locker
• Cybersecurity platform: Huntress
• IT distributor: TD SYNNEX
• Microsoft Gold Partner programme
• Microsoft Azure ladder programme
• Microsoft Azure infrastructure accreditation
• Apex Computing on YouTube
• Daniel Welling of Welling MSP
• Podcast interview with Daniel Welling
• Darren Strong at Scalable (workplace productivity software)
• Podcast interview with Darren Strong
• Business expert: Karl Palachuk
• Peer group: CompTIA
• Peer group: SBS Network Group North West
• Peer group: The Tech Tribe

In this episode, Richard Tubb speaks to David Brereton. David founded Myson Pages 25 years ago, while most of his peers were operating on a break/fix model. Today, he has 15 employees and supports SMEs with a range of IT requirements.

David talks openly about how early challenges helped Myson become the company it is today and why they do managed services differently. He also shares the company culture and how they nurture talent.

He explains how to support employees with personal challenges, and why he has a philosophy of ‘never recruit, always retain’. 

Richard asks David why peer groups are so important to him, why he’s started using the EOS methodology and why the ‘Traction’ model works for MSPs as well as more traditional businesses. 

David tells Richard what he’s learned from colleagues at Zen Internet, who his mentors and inspirations have been, his legacy plans for Myson Pages and the charitable contributions the business makes.

Mentioned in This Episode

• Myson Pages
• Broadband provider: Zen Internet
• Documentation solution: IT Glue
• Traction by Gino Wickman
• Peer group: SBSC North West and co-lead Robert Gibbons
• TubbTalk podcast: Why Personal Branding is Important for Standing out in the MSP Community
• TubbTalk podcast: Looking into the Mindset of a Successful, Modern MSP
• IT solutions provider: Aabyss
• Cloud marketplace: Pax8
• Mark Williams at Pensar (IT support)
• Tech apprentices supplier: Baltic Apprenticeships
• IT solutions provider: Enable
• Cybersecurity distributor: Brigantia
• Dan Sullivan at Strategic Coach
• Neil Greatorex
• Peer group: CompTIA

Time for another Team Tubb Travelogue! This time, Gudrun Lauret catches up with Richard Tubb and Lenka Koppova, who are in London for UptimeLIVE.

Grab a cup of your favourite tea or coffee, relax and join them for a fun conversation about the highlights from this big event.

They share why UptimeLIVE is different from the usual MSP events, the new breed MSPs changing the industry and why the keynote speaker was so inspiring.

Plus… the Team Tubb Travelogue Quiz is back! Can Richard, Lenka and special guest Bradley Munday answer Gudrun’s questions about angels?

UptimeLIVE is hosted by Bradley Munday and Jason Kemsley, the co-founders of outsourcing experts Uptime. They provide NOC, SOC, helpdesk and project support white-label solutions to busy MSPs.

What is UptimeLIVE?

The event featured two tracks: one with speakers and the other with deep-dive conversations. There were also plenty of networking opportunities, vendor and sponsor exhibits and an evening reception.

Were you at UptimeLIVE too? Send us a voice recording with your highlights, and we will add your comments to our next Team Tubb Travelogue!

In this interview, Richard Tubb speaks to Jason Kemsley and Bradley Munday, the co-founders of Uptime, a white-label, outsourced solution provider. They offer helpdesk, NOC, SOC and project support. They are also the organisers of a new MSP conference, UptimeLive.

They tell Richard how Uptime helps MSPs and what their typical client looks like. Brad explains the new, emerging MSP model – where outsourcing is used to accelerate growth.

Richard asks Brad and Jason why they think outsourcing has negative connotations, how MSPs should balance technical skills with customer services on the help desk and how the help desk itself is changing.

They also explore why good communication is essential for MSPs, when to outsource your customer services and where artificial intelligence fits in.

Richard asks where the inspiration for UptimeLive came from, how they chose the speakers, and why Levi Roots is their keynote. He also asks Jason and Brad to share their predictions for the future of outsourcing.

• MSP event: UptimeLIVE
• Jason Green, EOS Worldwide
• Chef and entrepreneur: Levi Roots
• John Whitty, Chairman of Air IT
• Book: Anthony Iannarino: Eat Their Lunch

In this interview, Richard speaks to Ben Rogers, a Sales Manager at Cloud Billing. Cloud Billing offers a solution that helps MSPs to automate their billing processes quickly, accurately, and comprehensively.

Ben explains how they help MSPs with their billing and support them manage all of their responsibilities, as well the types of clients they work with and what integrations they have.

Richard asks Ben why so many MSPs don’t realise they have a problem with their billing until it’s too late, how a tool can make life easier and how to check if you’re losing money through your billing practices.

Ben talks through the growth opportunities around billing, how they help MSPs with legislation and security and the one thing MSPs should do right now with their billing.

He also shares what the future looks like for Cloud Billing and his experiences in the MSP industry.

Mentioned in This Episode

• Cybersecurity platform: Kaseya
• Cloud marketplace: Pax8
• IT product and services distributor: Ingram Micro
• Cloud Billing
• Cloud Billing on LinkedIn
• Cloud Billing on Twitter

In this episode, Richard speaks to MJ Shoer, the Chief Community Officer at CompTIA. After studying for a degree in computer science, he worked in sales for startup software and hardware companies.

He taught himself everything he needed to know about technology and became an IT director. He went on to found his own successful MSP, which he sold to a competitor. After doing some consulting, he got his first role at CompTIA.

He joins Richard Tubb to explain who CompTIA are and how they help MSPs. MJ shares the story of his own journey in the tech world and what it was like to experience the start of connectivity.

Richard asks MJ about the ChannelCon events and what it means for members that CompTIA is a company information sharing and analysis organisation. They also look at being a local member and the CompTIA Spark Initiative.

MJ also shares his thoughts on the changing relationship between MSPs and vendors, how to encourage younger people into careers in IT, and how CompTIA are playing a part in advancing women in the industry.

Mentioned in This Episode

• CompTIA course: A+ certification
• CompTIA Network+ certification
• CompTIA Information Sharing and Analysis Organisation (ISAO)
• PSA-RMM platform SuperOps and the SuperSummit events
• CompTIA CEO Todd Thibodeaux
• Nancy Hammervik
• Cybersecurity and Infrastructure Security Agency
• National Cyber Security Centre
• Tracy Pound of Maximity
• CompTIA course: Managing the Technology Channel
• TubbTalk episode 62 with Tracy Pound on Advancing Women in IT
• Women in Tech ebook

In this interview, Richard speaks to Fiona Challis. She’s been in the IT industry for over 25 years, firstly in corporate and then running a sales training company. Now, she’s passionate about mindset, personal development and energetics.

Feeling like she needed a change, Fiona left the sector to grow, explore and try new things. She’s been helping women with their development, and had a journey of her own.

Fiona explains what energetics and mindset are and how they can impact the performance of leadership teams, as well as how to model the right energy and mindset to your staff. 

She’s honest in addressing people who might find these ideas ‘woo woo’ and how to maintain high energy and a positive mindset. Fiona also explains how an MSP’s culture and values impact its success.

Richard asked her to describe self-awareness and how to be kind to yourself if you don’t like what you see. Fiona shares examples of both poor and positive energy in MSP leaders, how to maintain positivity and how to address setbacks.

Richad asks Fiona to share examples of changes that have come about in MSPs after adjusting their mindset, what her work today looks like, and her advice to newer MSPs.

Mentioned in This Episode

• TubbTalk interview with Fiona: How to do Awesome MSP Sales