Andy Higgins, founder of IM Collaboration, shares his journey from early days in IT in England, Switzerland, and the US, to building a successful MSP business.

He discusses his experience with major migrations (like Continental Tires), representing Switzerland at the ITU, and the importance of industry standards.

Andy explains why he joined the National Society of IT Service Providers (NSITSP), the value of professionalism, and the need for community-driven best practices.

The conversation covers differences in IT culture between Europe and the US, the evolution of business practices for MSPs, and actionable advice for IT professionals looking to grow and professionalize their businesses.

Companies, Products, and Books Mentioned (with URLs)

• NSITSP (National Society of IT Service Providers): https://www.nsitsp.org
• ASCII Group: https://www.ascii.com/
• ChannelPro Network: https://www.channelpronetwork.com/

=== SPONSORS

• Premier Partner, NetAlly: https://www.itbusinesspodcast.com/netally/

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• Registered Project Name: IT Business Podcast
• License Date: January 1st, 2024
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=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
• Become a monthly supporter: https://ko-fi.com/itbusinesspodcast

Uncle Marv sits down with Paul Daigle, founder of the Biz Advisory Board and a 30-year industry expert, for a candid conversation about what it takes to build, grow, and ultimately sell a successful MSP. Paul shares his journey from MSP owner to M&A advisor, revealing the pitfalls that keep many IT business owners from reaching their full potential. They explore why so many MSPs undervalue their businesses and how tools like the MSP Business Evaluator and Accelerator can give owners a clear roadmap to higher profits and better exit opportunities.

The episode dives into the eight key operational focus areas that drive MSP growth, from sales training to HR and legal, and explains how balancing these areas is critical for scaling up. Paul also discusses the importance of peer benchmarking, the impact of recurring revenue, and how specialization can boost your business’s value. Listeners will walk away with practical tips on maximizing margins, leveraging vendor relationships, and preparing for private equity interest or a future sale.

Paul offers exclusive discount codes for listeners to access his business evaluation tools, making it easier than ever to get a real snapshot of your MSP’s value and actionable steps to improve it. Whether you’re just starting out or eyeing your exit, this episode is packed with real advice you can use right now.

• MSP Business Evaluator: Use code MARVIN73 to receive 73% off, reducing the price from $295.00 to $79.00—a savings of $216.00.
• MSP Business Accelerator (includes the Evaluator): Use code MARVIN15 to receive 15% off. The Accelerator includes everything in the Evaluator plus a customized blueprint and roadmap designed to accelerate your MSP's growth across all 8 operational focus areas.

Companies, Products, and Books Mentioned (with URLs):

• Biz Advisory Board (MSP Business Evaluator & Accelerator): https://bizadvisoryboard.com/business-evaluator/
• Jay McBain (Industry Analyst, Canalys): https://www.itbusinesspodcast.com/guests/jay-mcbain/

=== SPONSORS

• Premier Partner, NetAlly: https://www.itbusinesspodcast.com/netally/
• Internet Provider, Rythmz: https://www.itbusinesspodcast.com/rythmz
• Production Gear Partner, Liongard: https://www.itbusinesspodcast.com/liongard
• Travel Partner: Bvoip: https://www.itbusinesspodcast.com/bvoip
• Travel Partner: TruGrid: https://www.itbusinesspodcast.com/trugrid
• Digital Partner, Designer Ready: http://itbusinesspodcast.com/designerready

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• Licensee: Marvin Bee
• Registered Project Name: IT Business Podcast
• License Date: January 1st, 2024
• Item License Code: 7X9F52DNML

=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
• Become a monthly supporter: https://ko-fi.com/itbusinesspodcast

This week, Uncle Marv flies solo and tackles two hot topics for IT professionals and managed service providers: the art of project billing and the often-unspoken rules of MSP vendor etiquette. He shares a real-life story about a recent office move, breaking down his approach to project billing and how he handles client confusion or pushback. Marv also opens up the floor to the community, encouraging listeners to participate in new surveys aimed at improving relationships between MSPs and vendors.

The conversation shifts to vendor etiquette, where Marv highlights both the frustrations and positive experiences that come with vendor interactions—whether it’s misleading sales calls or respectful follow-ups. He stresses the importance of mutual respect and clear communication on both sides of the channel. As always, the episode wraps up with a wild Florida Man segment, this time featuring a parody music video that manages to be both hilarious and educational.

Throughout the show, Marv keeps things candid, relatable, and interactive, inviting listeners to join the conversation, share their own stories, and help shape future episodes. Whether you’re a solo MSP or part of a larger team, there’s something here for everyone looking to improve their business and have a few laughs along the way.

List of Companies, Products, and Books Mentioned (with URLs)

• MSP Etiquette Survey: https://www.itbusinesspodcast.com/p/msp-survey/
• Vendor Etiquette Survey: https://www.itbusinesspodcast.com/p/vendor-survey/
• QuickBooks (product): https://quickbooks.intuit.com
• NSITSP (National Society of IT Service Providers): https://www.nsitsp.org
• ASCII Edge: https://www.asciievents.com
• IT Nation: https://www.connectwise.com/theitnation
• Florida Man “Moove Over”: https://tinyurl.com/3fk3m6d3

=== SPONSORS

• Premier Partner, NetAlly: https://www.itbusinesspodcast.com/netally/
• Internet Provider, Rythmz: https://www.itbusinesspodcast.com/rythmz
• Production Gear Partner, Liongard: https://www.itbusinesspodcast.com/liongard
• Travel Partner: Bvoip: https://www.itbusinesspodcast.com/bvoip
• Travel Partner: TruGrid: https://www.itbusinesspodcast.com/trugrid
• Digital Partner, Designer Ready: http://itbusinesspodcast.com/designerready

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• Registered Project Name: IT Business Podcast
• License Date: January 1st, 2024
• Item License Code: 7X9F52DNML

=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
• Become a monthly supporter: https://ko-fi.com/itbusinesspodcast

This episode offers a rare, honest look at what it takes to build and sustain a successful MSP over decades. David’s blend of technical expertise, business savvy, and willingness to adapt provides valuable lessons for IT business owners at any stage. Whether you’re looking to diversify, adopt new tech, or simply connect with peers, you’ll find actionable insights and inspiration.

David Steele’s MSP Origin Story: David shares how he and his partner left corporate IT roles to start their own business, initially focusing on development and network support. Their hands-on experience in manufacturing gave them a practical edge and shaped their client approach.

Transitioning from Break-Fix to Managed Services: The move to managed services in 2008 was a turning point, providing more predictable revenue and growth. David explains how this shift changed their business model and client relationships.

Diversification and Niche Markets: Serving a mix of healthcare, nonprofit, and manufacturing clients has been key to stability and growth. David discusses the pros and cons of specializing versus diversifying, and how his team balances both.

Embracing AI and Cloud Tools: David’s team uses a range of AI tools for programming, content creation, and office productivity. He highlights the generational differences in tech adoption and the importance of staying current with certifications.

The Value of Community and Events: Attending ASCII Edge opened new doors for networking, learning, and even business opportunities. David emphasizes the openness and support found in the MSP community, which contrasts with the competitive nature of local markets.

Companies, Products, and Books Mentioned (with URLs):

• Intrada Technologies — https://www.intradatech.com/
• ASCII Edge / ASCII Group — https://www.ascii.com
• ConnectWise IT Nation — https://www.connectwise.com/theitnation
• D&H — https://www.dandh.com
• SonicWall — https://www.sonicwall.com
• Cisco — https://www.cisco.com
• Fortinet — https://www.fortinet.com
• Microsoft 365 — https://www.microsoft.com/microsoft-365
• Google (Gemini) — https://gemini.google.com
• Jasper AI — https://www.jasper.ai
• ChatGPT (OpenAI) — https://chat.openai.com
• Copilot (Microsoft) — https://copilot.microsoft.com

=== SPONSORS

• Premier Partner, NetAlly: https://www.itbusinesspodcast.com/netally/
• Internet Provider, Rythmz: https://www.itbusinesspodcast.com/rythmz
• Production Gear Partner, Liongard: https://www.itbusinesspodcast.com/liongard
• Travel Partner: Bvoip: https://www.itbusinesspodcast.com/bvoip
• Travel Partner: TruGrid: https://www.itbusinesspodcast.com/trugrid

=== MUSIC LICENSE CERTIFICATE

• Item Title: Upbeat & Fun Sports Rock Logo
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• Item ID: CSR3UET
• Author Username: AlexanderRufire
• Licensee: Marvin Bee
• Registered Project Name: IT Business Podcast
• License Date: January 1st, 2024
• Item License Code: 7X9F52DNML

=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
• Become a monthly supporter: https://ko-fi.com/itbusinesspodcast

Join Uncle Marv and Robert Gillette from MSP Dojo in this engaging episode of the IT Business Podcast. They break down what it really takes to build a strong sales engine for MSPs, from overcoming the awkwardness of asking for money to the power of teamwork in the sales process. Robert offers a fresh perspective on sales, treating it as a co-op game where collaboration between sales, technical, and executive roles is the secret to success.

You’ll hear why keeping your sales muscle strong is essential, how to avoid the trap of relying solely on marketing, and why consistent, small actions can make a huge difference in your sales pipeline. Robert shares actionable tips, like using personalized scorecards and referral calls, and explains how the MSP Dojo helps IT professionals practice and perfect their sales techniques. Whether you’re a seasoned MSP owner or just starting out, this episode is packed with insights and real-world advice to help you close more deals and grow your business.

Building a Strong Sales Engine: Robert explains the importance of having a structured sales process to ensure consistent client acquisition and business growth.

Overcoming Sales Challenges: Learn how to address common fears and obstacles in sales, including the discomfort of asking for money and dealing with objections.

Sales as a Team Game: Discover the value of collaboration between sales, technical, and executive roles to create a seamless and effective sales process.

Actionable Tips for MSP Growth: Robert shares practical advice on how MSPs can strengthen their sales skills, generate leads, and close deals with confidence.

The MSP Dojo Approach: Explore how the MSP Dojo helps IT professionals refine their sales techniques through practice and repetition, much like training in a batting cage. 

Companies, Products, and Books Mentioned

• MSP Dojo – https://mspdojo.net
• Iceberg Cyber – https://www.icebergcyber.com
• Pandemic (Board Game) – https://www.zmangames.com/game/pandemic/

=== SPONSORS

• Premier Partner, NetAlly: https://www.itbusinesspodcast.com/netally/

=== MUSIC LICENSE CERTIFICATE

• Item Title: Upbeat & Fun Sports Rock Logo
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• Licensee: Marvin Bee
• Registered Project Name: IT Business Podcast
• License Date: January 1st, 2024
• Item License Code: 7X9F52DNML

=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
• Become a monthly supporter: https://ko-fi.com/itbusinesspodcast

Uncle Marv sits down with James Abercrombie, known as the “Cyber Beard,” to discuss Acronis’ journey from a backup-only company to a full-featured MSP platform. James shares how listening to MSPs in the field has shaped Acronis’ evolution, leading to powerful integrations, advanced automation, and a true all-in-one solution for managed service providers. The conversation covers the importance of disaster recovery, the value of peer-to-peer feedback, and how Acronis’ single-agent approach simplifies life for technicians.

James also highlights Acronis’ partnerships with major cloud providers, the addition of EDR/XDR and MDR services, and the launch of workflow automation and professional services automation (PSA). The episode wraps up with a look at the Acronis and MSP Academies, designed to upskill teams and empower business owners, and an invitation to the upcoming Acronis Threat Research Unit Day in Boston.

Acronis’ Evolution: From Backup to MSP Platform: James explains how Acronis has grown beyond backup, adding cyber protection, RMM, and automation based on direct MSP feedback.

Disaster Recovery and Cloud Partnerships: The discussion covers Acronis’ disaster recovery as a service, partnerships with Google, Azure, and Wasabi, and the importance of fast, reliable recovery.

Security Innovations: EDR, XDR, and MDR: James details how Acronis now offers advanced security features, including active protection, EDR/XDR, and MDR through partnerships with Pillar and OpenText.

All-in-One Agent and Automation: Acronis’ single-agent solution reduces complexity and resource use, while new workflow automation and PSA tools streamline MSP operations.

MSP and Acronis Academies: The academies provide training for business owners, marketers, and technicians, helping MSPs upskill their teams and grow their businesses.

Companies, Products, and Books Mentioned

• Acronis — https://www.acronis.com
• Lumu — https://lumu.io
• Google Cloud — https://cloud.google.com
• Microsoft Azure — https://azure.microsoft.com
• Wasabi — https://wasabi.com
• OpenText — https://opentext.com
• Datto — https://datto.com
• Bitdefender — https://bitdefender.com
• Huntress — https://huntress.com
• Acronis Academy — https://www.acronis.com/en-us/academy

=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
• Become a monthly supporter: https://ko-fi.com/itbusinesspodcast

This episode of Uncle Marv’s IT Business Podcast features Robert Gillette, founder of MSP Dojo, who brings a fresh perspective on what it really takes to grow an MSP beyond just marketing. Robert shares his journey from leading sales at a Bay Area MSP to coaching competitors and ultimately creating MSP Dojo—a platform where MSPs practice sales with each other in a high-pressure, low-risk environment. He explains why most sales training falls short and how the 73-38-55 rule (words, tone, and body language) is a game-changer for closing deals.

Listeners will hear why relying solely on marketing or referrals isn’t enough, and how many MSP owners unknowingly abdicate responsibility for sales. Robert discusses the concept of latent risk and churn, urging MSPs to build a true sales engine rather than flipping a “sales switch” only when needed. The conversation is packed with actionable advice, honest insights, and a few spicy opinions on the realities of sales in the IT world.

MSP Dojo and the Power of Practice: Robert explains how MSP Dojo was born from the need for realistic, peer-driven sales practice, creating a safe space for MSPs to sharpen their skills and get honest feedback.

The 73-38-55 Rule in Sales: Discover how only 7% of communication is words, while tone and body language make up the rest—crucial for MSPs looking to improve their sales conversations and close more deals.

Why Marketing Alone Isn’t Enough: Robert challenges the belief that more leads are the answer, highlighting the importance of proactive sales and not abdicating responsibility to marketing or outsourced sales teams.

Latent Risk and Churn in MSPs: The episode explores the hidden dangers of client churn and why steady growth through referrals can mask underlying risks that threaten long-term stability.

Building a True Sales Engine: Learn why most MSPs lack a real sales engine and how to start building one that delivers consistent results, rather than relying on luck or occasional referrals.

Links of companies, products, and books mentioned:

• MSP Dojo: https://www.mspdojo.net
• ConnectWise: https://www.connectwise.com
• Stride Accounting: http://stride.services
• Never Split the Difference (Book by Chris Voss): https://amzn.to/4cxIWuZ

=== SPONSORS

• Premier Partner, NetAlly: https://www.itbusinesspodcast.com/netally/

=== MUSIC LICENSE CERTIFICATE

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• Registered Project Name: IT Business Podcast
• License Date: January 1st, 2024
• Item License Code: 7X9F52DNML

=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
• Become a monthly supporter: https://ko-fi.com/itbusinesspodcast

Acronis has taken a bold step in addressing the challenges faced by Managed Service Providers (MSPs) worldwide through its innovative educational initiatives—the Acronis Academy and MSP Academy. In this engaging conversation, Jon McCarrick dives into how these programs provide vendor-neutral training to help technicians gain crucial skills, business owners navigate growth strategies, and sales teams improve their effectiveness in the unique MSP landscape.

Jon also highlights how Acronis evolved from being a trusted name in backup solutions to offering a cutting-edge CyberProtect portfolio that integrates cybersecurity, RMM, and PSA tools into one seamless system. With features like ransomware protection and patch rollbacks tied directly to backups, Acronis ensures businesses can recover swiftly and securely from cyberattacks.

Additionally, Jon discusses the role of AI in curriculum development, enabling rapid creation of multilingual training materials while maintaining high-quality standards. He shares details about upcoming paid courses that offer college-level credentials recognized by universities globally—an exciting opportunity for technicians seeking career advancement.

Links: 

• Acronis Academy - academy.acronis.com
• Acronis Cyber Protect - acronis.com
• Play.AI (AI-Powered Text-to-Speech) - play.ht
• Smartcat (Translation Management System) - smartcat.com

=== SPONSORS

• Premier Partner, NetAlly: https://www.itbusinesspodcast.com/netally/
• Internet Provider, Rythmz: https://www.itbusinesspodcast.com/rythmz
• Production Gear Partner, Liongard: https://www.itbusinesspodcast.com/liongard
• Travel Partner: Bvoip: https://www.itbusinesspodcast.com/bvoip
• Travel Partner: TruGrid: https://www.itbusinesspodcast.com/trugrid

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• Registered Project Name: IT Business Podcast
• License Date: January 1st, 2024
• Item License Code: 7X9F52DNML

=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
• Become a monthly supporter: https://ko-fi.com/itbusinesspodcast

Uncle Marv sits down with Lisa Johnson from AVC Technology at ASCII Edge in Orlando to discuss her company’s fascinating journey from its origins in 1971 to becoming a thriving managed services provider today.

Key Highlights:

A Love for Disney Meets IT
Lisa shares her lifelong passion for Disney and how it ties into her frequent trips to Orlando with her husband Brian while running their remote business.

The Evolution of AVC Technology
Discover how AVC transitioned from audiovisual services in the 1970s to managed services in the 1980s under Lisa’s father’s leadership—and how she and Brian took the reins in the early 2000s.

Niche Expertise: Public Libraries
AVC has carved out a unique niche serving public libraries, managing patron computers with advanced security measures while also offering custom fund accounting software.

Remote Work Done Right
Learn how COVID accelerated AVC's shift to a fully remote team and why this model works seamlessly for their employees and clients alike.

Balancing Travel and Business Growth
Lisa explains how she manages extensive travel—attending 23 industry events last year—while ensuring her business continues to grow and thrive.

Actionable Tips

• Focus on niche markets where your expertise can shine (e.g., public libraries).
• Build systems that allow your business to operate remotely without disruption.
• Invest in tools like scripting solutions to enhance security for shared devices.
• Attend industry events regularly to network and stay ahead of trends.

=== SPONSORS

• Premier Partner, NetAlly: https://www.itbusinesspodcast.com/netally/
• Internet Provider, Rythmz: https://www.itbusinesspodcast.com/rythmz
• Production Gear Partner, Liongard: https://www.itbusinesspodcast.com/liongard
• Travel Partner: Bvoip: https://www.itbusinesspodcast.com/bvoip
• Travel Partner: TruGrid: https://www.itbusinesspodcast.com/trugrid

=== MUSIC LICENSE CERTIFICATE

• Item Title: Upbeat & Fun Sports Rock Logo
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• Item ID: CSR3UET
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• Licensee: Marvin Bee
• Registered Project Name: IT Business Podcast
• License Date: January 1st, 2024
• Item License Code: 7X9F52DNML

=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
• Become a monthly supporter: https://ko-fi.com/itbusinesspodcast

In this episode of Uncle Marv’s IT Business Podcast, we continue our conversation with David Stinner, founder of Buffalo-based US itek. David opens up about the lessons he learned from early legal battles that shaped his entrepreneurial drive and how he scaled his MSP using innovative strategies like flat-rate pricing and outsourcing help desk services overseas.

Key Topics Covered:

From Legal Battles to Leadership: David shares how being sued by his former employer motivated him to persevere and build a successful business despite early challenges.

Flat-Rate Pricing Model: Learn why David transitioned to charging per user instead of per device and how this approach has benefited his clients and business.

Remote Workforce Success: Discover how hiring tech talent from the Philippines helped US itek expand its capacity while keeping costs manageable.

Post-Pandemic Growth Strategies: David explains how his team adapted to the changing IT landscape after COVID-19 and tripled their revenue within four years.

The Importance of Compliance: Insights into why compliance-focused services are becoming a key differentiator for MSPs.

Cybersecurity Add-Ons: How products like ThreatLocker and email security packages are driving recurring revenue.

Actionable Tips

• Use flat-rate pricing per user to simplify billing while maintaining profitability.
• Hire remote help desk staff from global talent pools like the Philippines.
• Bundle cybersecurity add-ons (e.g., ThreatLocker) for additional revenue streams.
• Focus on compliance services as a competitive differentiator.
• Invest in tools like LionGuard for automated reporting and license management.

Links to Companies, Products, and Books Mentioned

• US itek - usitek.com
• ThreatLocker - threatlocker.com
• Domotz - domotz.com
• Ingram Micro - ingrammicro.com
• Odoo - odoo.com

=== SPONSORS

• Premier Partner, NetAlly: https://www.itbusinesspodcast.com/netally/

=== MUSIC LICENSE CERTIFICATE

• Item Title: Upbeat & Fun Sports Rock Logo
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• Author Username: AlexanderRufire
• Licensee: Marvin Bee
• Registered Project Name: IT Business Podcast
• License Date: January 1st, 2024
• Item License Code: 7X9F52DNML

=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
• Become a monthly supporter: https://ko-fi.com/itbusinesspodcast