Uncle Marv’s IT Business Podcast: Practical Business Advice for MSPs and IT Professionals

Charlotte Conroy from Recent Communications joins me for a straight conversation about UCaaS, cloud communications, and why MSPs should stop treating phones like the thing they would rather avoid. Her company works alongside MSPs to help clients move from aging phone systems to supported, reliable communications without turning every phone issue into an internal help desk problem.

We talk about competing on value instead of price, the reality of copper-line shutdowns, legacy phone systems that are still out there, integrations with door access and overhead paging, and where AI can actually help without making the customer experience worse. If communications matter to your clients, this is a good reminder that somebody needs to own the conversation, even if you do not want to own the entire phone stack.

=== Guest: Charlotte (Ciccone) Conroy, Recent Communications

• Website: https://www.recentcom.com/
• LinkedIn: https://www.linkedin.com/in/charlottecicconeconroy

=== News

• ITSM Market Worth $22.91 Billion by 2031: https://prnmedia.prnewswire.com/news-releases/it-service-management-market-worth-22-91-billion-by-2031--report-by-marketsandmarkets-302894029.html

 === Companies / Vendors / Products / Books

• FreedomVoice: https://www.freedomvoice.com/
• GoDaddy: https://www.godaddy.com/
• Intermedia: https://www.intermedia.com/
• RingCentral: https://www.ringcentral.com/
• Vonage: https://www.vonage.com/
• Avaya: https://www.avaya.com/en/
• Grandstream Networks: https://www.grandstream.com/
• Viking Electronics: https://vikingelectronics.com/
• Ubiquiti: https://ui.com/
• UniFi: https://ui.com/
• D&H Distributing: https://www.dandh.com/
• TD SYNNEX: https://www.tdsynnex.com/

 === Podcasts / Events / Organizations

• ITEXPO: https://www.itexpo.com/
• MSP Expo: https://www.mspexpo.com/
• TechSuperShow: https://www.techsupershow.com/
• TD SYNNEX Inspire: https://www.tdsynnex.com/na/us/inspire/
• TD SYNNEX Inspire Insider: https://www.linkedin.com/newsletters/td-synnex-inspire-insider-7491233541796683776/

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Lucas Dowd and Kevin Townsend, co-founders of Catalyst Shift, join me to talk about a problem just about every MSP knows too well: the data you need to run the business is scattered across your PSA, RMM, CRM, email, accounting, and other tools. The result is too much manual digging, too many disconnected reports, and not enough time in front of the customer having the conversations that actually matter.

We talk about their idea of a business operating layer that brings those systems together, looks for patterns, and turns the information into practical next steps. That can mean faster QBR preparation, early warning signs of churn, clearer client risk profiles, proposal support, and a better story around the value your MSP is delivering. The big takeaway is simple: AI should not just create another dashboard for you to ignore. It should help you spot what needs attention and give your team more time to be human with clients.

=== Chapters

• 00:24 Meet Lucas Dowd and Kevin Townsend of Catalyst Shift
• 01:28 Building a Business Operating Layer for MSPs
• 04:36 Connecting PSA, RMM, CRM, and Other Disconnected Data
• 08:23 Palantir, Data Normalization, and the Forward-Deployed Model
• 11:27 QBRs, Client Reporting, and Actioned Intelligence
• 14:34 Tool Sprawl and Why Building Internal AI Is Harder Than It Looks
• 18:34 Client 360 Insights: Churn Risk, Sentiment, Playbooks, and Proposals
• 25:56 How Small MSPs and Larger Providers Can Use Catalyst Shift
• 29:53 ASCII Early Adopter Trial and Closing Thoughts

=== Guests

• Lucas Dowd, CatalystShift: https://www.linkedin.com/in/lucasadowd
• Kevin Townsend, CatalystShift: https://www.linkedin.com/in/kkreative/
• Website: https://www.catalystshift.ai/ 
• ASCII Member Benefit: https://www.catalystshift.ai/docs/ascii-early-adopter

=== Companies / Vendors / Products / Books

• Palantir Technologies: https://www.palantir.com/
• ConnectWise: https://www.connectwise.com/
• NinjaOne: https://www.ninjaone.com/
• HaloPSA: https://halopsa.com/
• HubSpot: https://www.hubspot.com/
• Palo Alto Networks: https://www.paloaltonetworks.com/
• RSA: https://www.rsa.com/

=== SPONSORS:

• Technology Partner, NetAlly: https://www.itbusinesspodcast.com/netally/
• Technology Partner: Bvoip: https://www.itbusinesspodcast.com/bvoip
• Travel Partner: TruGrid: https://www.itbusinesspodcast.com/trugrid
• Digital Partner, Designer Ready: http://itbusinesspodcast.com/designerready

 === SHOW MUSIC:

• Item Title: Upbeat & Fun Sports Rock Logo
• Item URL: https://elements.envato.com/upbeat-fun-sports-rock-logo-CSR3UET
• Author Username: AlexanderRufire
• Item License Code: 7X9F52DNML

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

I sat down with Andy Syrewicze from Proofpoint MSP Platform to talk about a problem every MSP runs into: Microsoft 365 security looks simple until you start managing it across real client environments. Andy explains how Proofpoint 365 Total Protection, the MSP platform formerly known as Hornetsecurity, brings together email security, Microsoft 365 backup, security awareness training, permission management, DMARC, and tenant standardization.

The big takeaway is that security cannot stop at email filtering or MFA. MSPs need layered protection, cleaner SharePoint permissions, better user reporting habits, and a standard Microsoft 365 baseline they can consistently apply across their client base.

=== Chapters

• 00:48 Welcome and TechCon Unplugged Recap
• 06:47 TD SYNNEX Inspire Preview
• 08:12 Sponsors: TruGrid and 1Stream
• 09:29 NetAlly Tip: Troubleshooting DNS Resolution Problems
• 15:35 Meet Andy Syrewicze From Proofpoint
• 19:24 Microsoft 365 Security Gaps for MSPs
• 23:52 Building a Microsoft 365 Security Baseline
• 28:19 Managing SharePoint Permissions Before Copilot
• 34:17 AI Phishing and Copilot Governance
• 39:40 Proofpoint 365 Total Protection for MSPs
• 43:16 Layered Security and User Awareness
• 46:29 Final Takeaways and Closing

=== Guest: Andy Syrewicze, Proofpoint MSP Platform 

• Website: https://www.proofpoint.com/
• Proofpoint 365 Total Protection: https://www.proofpoint.com/us/products/365-total-protection
• LinkedIn: https://www.linkedin.com/in/asyrewicze/ 

=== NetAlly Tip of the Week

• Uncle Marv's Top 10 DNS Resolvers (September 2026): https://www.itbusinesspodcast.com/downloads/ITB-Top-10-DNS-202609/ 

 === Companies / Vendors / Products / Books

• Pax8: https://www.pax8.com/en-us/
• ConnectWise: https://www.connectwise.com/
• TD SYNNEX: https://www.tdsynnex.com/
• Google: https://www.google.com/
• Cloudflare: https://www.cloudflare.com/
• Quad9: https://quad9.net/
• DNSFilter: https://www.dnsfilter.com/
• NextDNS: https://nextdns.io/
• DMARC: https://dmarc.org/
• BIMI: https://bimigroup.org/
• FIDO Alliance: https://fidoalliance.org/
• FIDO2: https://fidoalliance.org/fido2/

 === Companies / Vendors / Products / Books

• TechCon Unplugged: https://www.mspunplugged.com/techcon-unplugged/
• MSP Unplugged: https://www.mspunplugged.com/
• TD SYNNEX Inspire: https://www.tdsynnex.com/na/us/inspire/
• IT Nation: https://itnation.connectwise.com/
• The ASCII Group: https://www.asciigroup.com/
• ChannelPro: https://www.channelpronetwork.com/
• Zero Trust World: https://ztw.com/
• SaaS Awards: https://www.cloud-awards.com/saas-awards/

=== SPONSORS:

• Technology Partner, NetAlly: https://www.itbusinesspodcast.com/netally/
• Technology Partner: Bvoip: https://www.itbusinesspodcast.com/bvoip
• Travel Partner: TruGrid: https://www.itbusinesspodcast.com/trugrid
• Digital Partner, Designer Ready: http://itbusinesspodcast.com/designerready

=== SHOW MUSIC:

• Item Title: Upbeat & Fun Sports Rock Logo
• Item URL: https://elements.envato.com/upbeat-fun-sports-rock-logo-CSR3UET
• Author Username: AlexanderRufire
• Item License Code: 7X9F52DNML

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

I sat down with Dave Sobel to talk about why too many MSPs are leaving AI out of their websites, client conversations, and service offerings. We dig into AI governance, shadow AI, Microsoft Copilot, and why simply asking better questions can create real business opportunities.

AI is everywhere. It is at every conference, in every vendor presentation, and in every customer conversation. Yet Dave’s research found that 68% of roughly 3,600 MSP websites do not mention AI at all. That means a lot of providers may be invisible to prospects looking for guidance, services, or simply a trusted technology partner who has a point of view.

We talked about the difference between being an AI expert and being willing to lead the conversation. Most clients do not have an AI policy. They may not know which tools employees are using, what data is being shared, or whether shadow AI is already happening inside the business. That is not a reason for an MSP to stay quiet. It is an opening to help clients understand what is happening, develop guardrails, and make informed decisions without becoming the department of no.

Dave also walked through the updated Version 5 of the Free MSP Checklist, which now includes AI and compliance considerations alongside the traditional infrastructure and cloud questions. We also spent time on the GTIA acquisition of ASCII, the changing landscape of MSP communities, and why it makes sense to be in more than one room as the channel evolves.

=== Chapters

• 00:24 Welcome and Meet Dave Sobel
• 02:10 Free MSP Checklist: AI and Compliance Updates
• 03:53 Why MSP Websites Are Missing the AI Conversation
• 09:06 Client AI Policies and the Value of MSP Guidance
• 11:57 The Buyer Journey, Referrals, and Website Visibility
• 16:01 Defining AI Services with Copilot, ChatGPT, and Claude
• 18:53 AI Governance and Shadow AI Opportunities
• 22:02 GTIA Acquires ASCII: Impact on MSP Communities
• 29:49 Resources, Business of Tech, and Closing

=== Guest: Dave Sobel, MSP Radio

• Website: https://www.davesobel.com/
• LinkedIn: https://www.linkedin.com/in/davesobel

=== Companies / Vendors / Products / Books

• MSP Radio: https://www.mspradio.com/
• The Business of Tech: https://www.businessof.tech/
• Small Biz Thoughts: https://www.smallbizthoughts.org/
• IT Service Provider University: https://www.itspu.com/
• Free MSP Checklist, Version 5: https://freemspchecklist.com/
• ChatGPT: https://openai.com/chatgpt/
• OpenAI: https://openai.com/
• Claude: https://www.anthropic.com/claude
• Anthropic: https://www.anthropic.com/
• SolarWinds: https://www.solarwinds.com/
• Global Technology Industry Association (GTIA): https://gtia.org/
• The ASCII Group: https://gtia.org/ascii
• National Society of IT Service Providers (NSITSP): https://www.nsitsp.org/
• MSPAlliance: https://www.mspalliance.com/

=== SPONSORS:

• Technology Partner, NetAlly: https://www.itbusinesspodcast.com/netally/
• Technology Partner: Bvoip: https://www.itbusinesspodcast.com/bvoip
• Travel Partner: TruGrid: https://www.itbusinesspodcast.com/trugrid
• Digital Partner, Designer Ready: http://itbusinesspodcast.com/designerready

 === SHOW MUSIC:

• Item Title: Upbeat & Fun Sports Rock Logo
• Item URL: https://elements.envato.com/upbeat-fun-sports-rock-logo-CSR3UET
• Author Username: AlexanderRufire
• Item License Code: 7X9F52DNML

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

I had a great conversation with Alex and Mariana of MyPCFriends Cybersecurity, a husband-and-wife MSP team based in Kissimmee, Florida. Their story starts with Alex’s computer engineering and break-fix work in Venezuela, continues through the challenges of rebuilding in the United States, and arrives at a business that is more intentional about managed services, cybersecurity, compliance, and serving the right clients. They are now focused on financial services and insurance organizations, with clients extending beyond Florida.

=== Chapters

=== Guests: Alex Villamizar and Mariana Arrietta

• MyPCFriends Cybersecurity: https://mypcfriends.com
• Mariana: https://www.linkedin.com/in/mariana-arrieta-mypcfriends/
• Alexis: https://www.linkedin.com/in/alex-mypcfriends/ 

=== SPONSORS:

• Technology Partner, NetAlly: https://www.itbusinesspodcast.com/netally/
• Technology Partner: Bvoip: https://www.itbusinesspodcast.com/bvoip
• Travel Partner: TruGrid: https://www.itbusinesspodcast.com/trugrid
• Digital Partner, Designer Ready: http://itbusinesspodcast.com/designerready

 === SHOW MUSIC:

•  Item Title: Upbeat & Fun Sports Rock Logo
• Item URL: https://elements.envato.com/upbeat-fun-sports-rock-logo-CSR3UET
• Author Username: AlexanderRufire
• Item License Code: 7X9F52DNML

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Tom Bull of Two River Computer joins me for a practical conversation about building an MSP around trust, community, and the work clients actually need. Tom shares how his business grew from computer repair and consulting into managed IT, residential technology, Wi-Fi, smart-home projects, and cybersecurity, all while serving smaller businesses that larger MSPs often overlook. We talk about referral relationships, local visibility, Google reviews, and why listening to the customer can matter more than following every piece of conventional channel advice.

We also get into the realities of controlled growth and modern security. Tom explains why he paused new-client onboarding when his team hit capacity, how he thinks about profit over revenue, and why he is careful about taking on work he cannot support well. We cover AI use policies, Microsoft 365 protection, SentinelOne Vigilance, Petra, ThreatLocker, Ubiquiti, SonicWall, backups, identity security, and the layered approach MSPs need to keep clients protected without overcomplicating the stack.

=== Chapters

• 01:52 Meet Tom Bull of Two River Computer
• 04:22 Tom Bull’s Tech Career and MSP Origin Story
• 10:01 Building a Community-Driven Local IT Business
• 13:17 Growing an MSP by Giving Clients What They Want
• 17:42 Small-Business MSP Niches, Pricing, and Referral Partnerships
• 22:15 AI Policies, Shadow AI, and MSP Liability Concerns
• 30:04 Building a Layered Security Stack With SentinelOne and Petra
• 32:46 ThreatLocker, AutoElevate, and Application Control
• 38:38 TechCon Unplugged, 1Stream, and TruGrid Sponsor Message
• 41:09 Working on the Business and Finding MSP Profitability
• 49:11 Local SEO, Google Reviews, and Profitable Hardware Sales
• 53:10 Ubiquiti, Managed Switches, and Network Visibility
• 56:49 SonicWall vs. Ubiquiti Gateway Security
• 01:08:53 Developing Future Leaders at Two River Computer

=== Guest: Tom Bull, Two River Computer

• Website: https://www.tworivercomputer.com/
• LinkedIn: https://www.linkedin.com/in/tworivercomputer

=== Events

• TechCon Unplugged: https://techconunplugged.com/
  • Discount Code: TCUMarvin

=== Companies / Vendors / Products / Books

• Synchro: https://syncrosecure.com/
• SentinelOne Vigilance: https://www.sentinelone.com/services/vigilance/
• Petra Security: https://www.petrasecurity.com/
• Huntress: https://www.huntress.com/
• ThreatLocker: https://www.threatlocker.com/
• AutoElevate: https://www.cyberfox.com/platforms/autoelevate-by-cyberfox/
• SonicWall: https://www.sonicwall.com/
• Ubiquiti: https://ui.com/
• Proofpoint: https://www.proofpoint.com/
• Domotz: https://www.domotz.com/
• Auvik: https://www.auvik.com/
• Cork: https://www.corkinc.com/
• Tech Marketing Engine: https://techmarketingengine.com/
• The Pumpkin Plan: https://amzn.to/4yp2Xxz
• Discount Code: TCUMarvin

=== SPONSORS:

• Technology Partner, NetAlly: https://www.itbusinesspodcast.com/netally/
• Technology Partner: Bvoip: https://www.itbusinesspodcast.com/bvoip
• Travel Partner: TruGrid: https://www.itbusinesspodcast.com/trugrid
• Digital Partner, Designer Ready: http://itbusinesspodcast.com/designerready

=== SHOW MUSIC:

• Item Title: Upbeat & Fun Sports Rock Logo
• Item URL: https://elements.envato.com/upbeat-fun-sports-rock-logo-CSR3UET
• Author Username: AlexanderRufire
• Item License Code: 7X9F52DNML

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Sean Lardo, better known around the channel as Mr. IT Nation, joined me for a special conversation following the announcement of the IT Nation PitchIT 2026 finalists: Lemhi, Synthreo, and Blacksmith InfoSec. After a 16-week competitive cohort built around coaching, refinement, and practice, these three companies are now preparing to take the stage at IT Nation Connect Global in Orlando.

=== Chapters

• 00:23 PitchIT 2026 Finalists Announcement
• 01:47 Meet Sean Lardo of IT Nation
• 03:07 Behind the PitchIT Finalist Reveal
• 06:01 How PitchIT Vendors Refine Their Message
• 08:40 Uncle Marv’s PitchIT Rankings and Prize Debate
• 11:12 MSP Feedback on PitchIT Vendor Interviews
• 13:22 Preparing Vendors for Real Sales Conversations
• 14:14 The Best Questions MSPs Should Ask Vendors
• 17:04 Evaluating Vendor Fit Beyond Price
• 19:12 What to Expect at PitchIT Orlando
• 21:09 Finalist Congratulations and IT Nation Connect Closing

=== Guest: Sean Lardo, ConnectWise / The IT Nation

• Website: https://www.connectwise.com/
• LinkedIn: https://www.linkedin.com/in/seanlardo

=== Companies / Vendors / Products / Books

• ConnectWise: https://www.connectwise.com/
• The IT Nation: https://itnation.connectwise.com/
• PitchIT: https://itnation.connectwise.com/pitchit
• IT Nation Connect Global: https://itnation.connectwise.com/connect-global
• Lemhi: https://lemhi.com/
• Synthreo: https://synthreo.ai/
• Blacksmith InfoSec: https://blacksmithinfosec.com/

=== SPONSORS:

• Technology Partner, NetAlly: https://www.itbusinesspodcast.com/netally/
• Technology Partner: Bvoip: https://www.itbusinesspodcast.com/bvoip
• Travel Partner: TruGrid: https://www.itbusinesspodcast.com/trugrid
• Digital Partner, Designer Ready: http://itbusinesspodcast.com/designerready

=== SHOW MUSIC:

• Item Title: Upbeat & Fun Sports Rock Logo
• Item URL: https://elements.envato.com/upbeat-fun-sports-rock-logo-CSR3UET
• Author Username: AlexanderRufire
• Item License Code: 7X9F52DNML

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

I am catching up on the latest NSITSP activity from August, and there was a lot worth paying attention to. From election and governance updates to advocacy around AI, cybersecurity, right-to-repair, and data centers, I wanted to bring these conversations to the podcast because they affect the business environment MSPs are working in every day.

What stood out most to me is that the IT industry needs more than good technicians and great tools. We need people who are willing to get involved, educate clients and lawmakers, document what works, and make sure our voices are heard. I also share why better client employee onboarding may be one of the simplest ways to lower ticket volume, improve client experience, and give your help desk some breathing room.

=== Chapters

=== People Mentioned

=== Companies / Vendors / Products / Books

=== SPONSORS:

=== SHOW MUSIC:

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

I was riding solo for this Wednesday Live Show, and I had something on my mind that every MSP, IT professional, and business owner needs to consider: Can a client access everything their former IT company managed? I recently met with a prospect who believed they had administrative access, but when we sat down and checked, they did not have the level of access needed to manage their Microsoft 365 environment. They were dealing with other access problems too, including their website, account recovery, and network equipment.

My take is straightforward. Our job as MSPs is to manage what needs managing, but that does not mean we should own or control everything that keeps a client in business. Clients should know what they own, who has access, and how to get into their important systems in an emergency. That means checking Microsoft 365, domains, DNS, websites, firewalls, networking equipment, servers, backups, VoIP, documentation, password vaults, and recovery methods. We also need to be honest about what belongs to the MSP stack, what belongs to the client, and what happens when either side decides the relationship is over.

=== Chapters

=== Shout-outs

=== Resources / Companies / Books / Podcasts

=== SPONSORS: 

=== SHOW MUSIC: 

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

I had Chris Miller back on the show, and we started with a topic every MSP owner understands: client service. ATB Technologies has built a reputation around keeping customers happy, but Chris was honest about what that really means. Technology still breaks, Microsoft and Azure still have outages, and users can still be frustrated. The difference is how your team responds, communicates, and works to make things right. One of the things that stood out to me was Chris talking about hiring for soft skills on the help desk, including a certified child psychologist on the team. Patience is a real skill in this business, especially when you are helping people who may not be technical and simply want the outcome they were promised.

We also had an honest conversation about losing your largest client. I shared my own experience of firing a large law-firm client, and Chris explained how ATB lost a customer representing more than half of its revenue. They looked at the numbers, found cost savings, protected their people, rebuilt the revenue in about nine months, and eventually won that client back. The bigger lesson was not just about recovery. It was about leadership staying involved in relationships, making QBRs valuable to the customer, reducing customer-concentration risk, documenting your sales process before hiring a salesperson, and defining the kind of clients you actually want to serve.

=== Chapters

=== Guest: Christopher Miller, ATB Technologies

=== Resources / Companies / Products / Books / Podcasts

=== SPONSORS: 

=== SHOW MUSIC: 

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.