Uncle Marv's IT Business Podcast (Products, stories, and tips for the MSP and IT Professional)

The episode kicks off with Uncle Marv providing updates on his recent trip to IT Nation Secure and the new podcast sponsor, TruGrid. He then welcomes Jason and Rachel Miller to discuss what makes a successful MSP. 

The Millers share their experience of renovating their new office building, which was previously the Johnson City Chamber of Commerce building. They discuss the challenges they faced, including dealing with outdated features like parquet flooring and asbestos. 

A significant turning point for their business was the decision to shed their residential customer base and focus solely on business clients. This shift allowed them to streamline their operations and adopt a more specialized approach tailored to the needs of commercial clients. 

When it comes to financial management, the Millers take a pragmatic approach. While they don't strictly follow methodologies like Profit First, Rachel employs her accounting background to maintain a pulse on the business's financial health. Their focus is on retaining customers and ensuring high levels of satisfaction, rather than rigidly adhering to KPIs or billable hour targets.

Key Takeaways: 

• Transitioning from residential to business clients was a pivotal moment for the Millers' MSP.
• Renovating an old building presented unique challenges but allowed them to create a customized office space.
• Customer satisfaction and retention are prioritized over strict adherence to KPIs or billable hour targets.
• Rachel's accounting background plays a crucial role in the financial management of the business.

Links from the show:

Tennessee Man Attempts to Enroll at High School to Pursue Minor: https://tinyurl.com/3ytt3hfn

Naked Florida Man Crashes into Jail:  https://tinyurl.com/2jphsc5t

=== 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.

Uncle Marv here with the scoop from the SuperOps Super Summit. This was a tweener episode, recorded between conferences to give you the inside scoop. 

First up, I caught up with Arvind, the big boss at SuperOps. He filled me in on the Summit being their 7th event, with a focus on MSP education and networking rather than sales pitches. Arvind shared how SuperOps has grown from an unknown to a recognized brand in the last 18 months, thanks to their great product and making themselves available to the MSP community. 

Next, I grabbed Damo, the VP of Products. This guy has been building enterprise software for 20 years, but he really digs working on products that contribute to real people's growth and success. Damo encouraged listeners to join the SuperOps community to experience the full value beyond just the product. 

Then I had a chat with Chris Cool, who recently joined SuperOps after being impressed by their technology and people. Chris shared his journey from the copier world to IT consulting, initially outsourcing everything before deciding to bring it all under one roof with SuperOps. 

Finally, I connected with Juan Fernandez, the SuperOps Channel Chief. Unfortunately, you'll have to wait for that interview in the next episode!

Key Takeaways

• SuperOps focuses on providing an exceptional experience for MSPs, not just a product
• Their events prioritize MSP education and networking over sales pitches
• The company has grown rapidly by making themselves available to the MSP community
• New customers like Chris Cool are drawn by SuperOps' technology and people

Links from the Show:

Super Summit Website: https://supersummit.com/

The MSP Owner's Handbook: https://amzn.to/4c4rnSa

Lead It Like Lasso: https://amzn.to/3KmUbtc

The Pumpkin Plan for Managed Service Providers: https://amzn.to/3R5L57V

=== 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.

ASCII was founded in the early 1980s when Alan Weinberger recognized that independent computer dealers and service providers were the smartest people in the industry, acting as trusted advisors to clients. Over 40 years later, that core vision remains - ASCII elevates managed service providers (MSPs) by leveraging the collective power of over 1,300 members and 10,000 employees across North America. 

The community provides immense value through group purchasing discounts, educational resources, networking opportunities, and the ability to subcontract work across geographies. Members drive new programs and initiatives through the advisory board, such as the popular SPARC peer groups where MSPs openly discuss business challenges. 

Looking ahead, ASCII is enhancing its global presence with instant translation capabilities, allowing members worldwide to collaborate seamlessly. The fundamental mission endures - empowering independent IT businesses by giving them a powerful collective voice while remaining vendor-neutral.

Key Takeaways

• ASCII celebrates 40 years as the oldest, largest independent IT community
• Provides collective bargaining power, education, and networking for MSPs
• Members drive new programs through advisory board and peer groups
• Expanding global reach with instant translation for international collaboration
• Remains vendor-neutral, elevating independent IT businesses as trusted advisors

Alan Weinberger: Founder, CEO and Chairman of The ASCII Group Inc. - https://www.ascii.com/

• Proud of the personal relationships and trust built between ASCII members over 40 years
• Sees ASCII's bottom-up approach, driven by member ideas through the advisory board, as a key differentiator from vendors
• Plans to enhance global presence with instant translation for international collaboration
• Uses analogies to elevate the importance of MSPs, drawing parallels to doctors, pilots, etc.
• Believes the public undervalues MSPs compared to regulated professions like medicine

Alysia Vetter: Vice President of Marketing at The ASCII Group Inc.

• Proud of the nurturing environment and team assembled by Alan at ASCII
• Appreciates having full access to membership to understand their pain points
• Highlights Alan's role in creating a "beautiful community" for members and staff over 4 decades

David Stinner: Founder & President at US itek, MSP Workforce - https://www.usitek.com/

• Sits on the ASCII advisory board to provide input on new programs, vendors, and educational topics
• Involved in launching the ASCII SPARC peer group program, which allows MSPs to openly discuss business challenges
• Leveraged relationships built through ASCII to get a major client opportunity by gathering video testimonials
• Values the relationships and trust factor within the ASCII community

=== 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.

Revisiting Strategic Marketing Planning

We kick things off by revisiting the concept of having a strategic marketing plan before executing tactics. Tim explains that most businesses get the sequencing wrong - you need to define your target market and ideal clients first, then identify where they are and what messaging will resonate with them. This "fuel" informs the marketing "vehicles" or tactics you'll use. Tim outlines his three power questions to identify ideal clients: who do you love working with, who are your most profitable clients (based on gross profit, not just revenue), and which clients are you getting the best results for? Clients that check all three boxes are your sweet spot to target.

Defining Your Target Market

From there, Tim walks through a process for defining your target market: 

1. Analyze the demographics of your ideal clients - industries, roles/titles, company sizes, etc.
2. Dig into the psychographics - their pain points, goals, aspirations, and the results they want.
3. Evaluate if the market is viable by looking at size, buying power, accessibility, and growth potential.

As you go through this exercise, smaller sub-groups or niches will emerge that you can focus your marketing efforts on more effectively.

Researching Where Your Ideal Clients Congregate

The final piece is understanding where your ideal clients get information and spend time online/offline. Tim recommends using AI tools like Perplexity to research things like: 

• Influencers they follow
• YouTube channels they watch
• Podcasts they listen to
• Social media groups they're in
• Forums and online communities
• Email lists they subscribe to
• Associations, trade shows, and events they attend

This creates a roadmap of all the places you can get in front of your target audience through marketing activities and strategic partnerships. 

Key Takeaways: 

• Define your ideal clients before executing marketing tactics
• Ask: Who do you love working with, who's most profitable, and who get the best results for?
• Analyze demographics, psychographics, and market viability to identify your target
• Use AI to research where your ideal clients congregate online and offline
• Focus your marketing efforts on the channels/platforms your target audience uses

Links from the show:

Rialto Marketing website: https://www.rialtomarketing.com/

AI-powered conversational search engine: https://www.perplexity.ai/

81-Year-Old California Man was a slingshot terrorist for 10 years: https://tinyurl.com/yc2yj249

Florida Woman jumps from Naples pier after sex to escape police: https://tinyurl.com/bdzazusw

Florida Mom Offers man sex with her 10-year-old daughter for $5: https://tinyurl.com/2ambnhsw

Florida Man Goes Viral on Wheel of Fortune: https://tinyurl.com/yrucnve6

=== 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.

Catching Up with Rob Rae

Rob reflects on his first year at Pax8, describing the experience as intense but rewarding. He's impressed by the company's commitment to the MSP channel and the executive team's vision. Pax8 has rapidly expanded to 39 countries with 5,000 partners, giving Rob opportunities to visit places like Lithuania and witness the global MSP community firsthand.

Pax8 Beyond 2024 Preview 

The upcoming Pax8 Beyond conference (June 9-11 in Denver) promises new innovations, education tracks for different MSP roles, and community networking. Rob emphasizes the value of vendor user conferences for MSPs to see where their investments are going and ensure alignment with the vendor's roadmap.

The conference will feature five persona-based tracks, including a business growth track. While some attendees may take breaks, Rob aims to deliver compelling content that attracts engagement. He's excited to have new CEO Scott Massey, a tech-focused leader, involved in shaping the product roadmap and support experience.

Pax8's Global Footprint and Future

In October 2024, Pax8 will host its first European user conference in Berlin, designed to provide equal value to MSPs worldwide. As Pax8 continues its rapid international expansion, Rob is enthusiastic about the global MSP community's growth potential.

Key Takeaways:

• Pax8 is rapidly expanding globally, now with 5,000 partners in 39 countries
• The Pax8 Beyond 2024 conference will feature new innovations, education tracks, and networking opportunities
• Vendor user conferences allow MSPs to validate their investments and align with the vendor's roadmap
• Pax8 will host its first European user conference in Berlin in October 2024
• The company's tech-focused leadership aims to deliver strong products and support for MSPs worldwide

Links from the show: 

Pax8 Beyond 2024: https://www.pax8beyond.com

=== 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.

N-able RMM Rant

For two straight days, my RMM provider N-Able has been experiencing an SSO issue, preventing me from logging in or properly accessing client devices and endpoints. While I had alternate methods to connect with clients, it was still incredibly frustrating, especially for those who solely rely on the RMM for remote support. I empathize with those who were unable to work due to this issue. Every vendor experiences problems, but it's crucial how they respond and resolve it. I'm not happy it's gone unresolved for two days, but we'll see what happens tomorrow.

Health and Wellness in the Tech Industry 

Ron attended the MSP Geek conference, which had a refreshing focus on health and wellness for those in the tech industry. Sessions covered topics like meditation, mindfulness, and avoiding burnout – aspects often overlooked in our field. It's an important discussion as we tend to neglect our well-being. 

 Upcoming Hire and Cybersecurity Focus

Ron is excited to welcome a new team member starting on June 3rd after her month-long break. She'll be focusing on cybersecurity, having studied business with a cybersecurity concentration. It'll be great to have that expertise on board, especially as clients increasingly prioritize cybersecurity.

Key Takeaways

• Have backup remote access methods for clients beyond your primary RMM
• The tech industry needs to prioritize mental and physical health
•  Cybersecurity is becoming a crucial focus for MSPs

Links from the show

• Florida Man Documents History of Landmark Computers: https://tinyurl.com/3rzdj4zy
• Florida Man Sues Apple for Culture of Dumpster Diving: https://tinyurl.com/5ecyevf7
• Florida Kid Called 911 over PlayStation Outage: https://tinyurl.com/37ubvs8u
• Florida Man buys $140,000 Porsche with Check Printed at Home: https://tinyurl.com/5x9pdpyd
• Florida Man Arrested in $800,000 Cryptocurrency Theft Scheme: https://tinyurl.com/4hab9my2

=== 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.

Nadir explains that his primary focus is understanding customer needs and ensuring that Kaseya's product roadmaps address those needs. He emphasizes the importance of building a cohesive ecosystem where different modules work together seamlessly. 

One of Nadir's key initiatives is the IT Glue Copilot, which leverages AI to automate documentation management tasks. This includes creating, curating, and making documentation more accessible to users. The Copilot suggests related items based on machine learning algorithms trained on individual customer data. 

Nadir stresses that Kaseya is taking a judicious approach to AI integration, focusing on delivering tangible outcomes rather than simply slapping an "AI" label on existing features. He highlights the importance of building a culture around documentation within organizations. 

Key Takeaways:

• Kaseya is integrating AI to enhance documentation management and accessibility.
• The IT Glue Copilot suggests related items based on machine learning algorithms.
• Kaseya's approach to AI is focused on delivering tangible outcomes for customers.
• Building a culture around documentation is crucial for effective knowledge sharing.

Links from the show:

IT Glue Copilot: https://www.itglue.com/copilot/

=== 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.

Marv explains that Kaseya had been inviting him to visit their offices for several months, and he finally accepted their invitation. He clarifies that he was not acquired by Kaseya and that his MSP business and podcast will continue as usual. 

During the visit, Marv had open and honest discussions with Kaseya representatives. He expressed his experiences with their products and acknowledged both positive and negative feedback from the community. Kaseya provided presentations on their IT Complete platform, security solutions, and network management offerings. 

 Marv highlights Kaseya's recent pricing announcement for Kaseya 365, which he believes makes their platform accessible to smaller MSPs and solo practitioners. He also mentions changes to pricing for their networking products and a new VPN solution. 

Key Takeaways: 

• Marv was not acquired by Kaseya, and his business operations remain unchanged.
• Kaseya's new pricing model aims to attract smaller MSPs and solo practitioners.
• Kaseya provided updates on their IT Complete platform, security solutions, and network management offerings.
• Marv had open discussions with Kaseya representatives about their products and community feedback.

Links from the show: 

Kaseya website: https://www.kaseya.com/

Kaseya 365, Revolutionary New Offering: https://tinyurl.com/54v929yp

=== 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.

Cable Testing Tools Rant

Uncle Marv expresses his frustration with a managed service provider who used a basic continuity tester for cable runs, leading to connectivity issues. He emphasizes the need for proper cable testing and certification tools, especially for companies offering cabling services. Cutting corners and using inadequate tools reflects poorly on the industry and can lead to subpar work.

Time is a Precious Resource

Juan Fernandez shares his perspective on treating time as a valuable currency rather than a freely available resource. He stresses the importance of quantifying time appropriately and avoiding wasting it on unprofitable endeavors. Juan explains how he built his MSP with a focus on maximizing productivity and profitability, even during activities like attending events or taking lunch breaks.

Firing Problematic Clients

Uncle Marv and Juan discuss the difficult decision of firing problematic clients, even if they contribute a significant portion of revenue. Uncle Marv shares his experience of letting go of his largest client in 2017 because they consumed over 50% of his time despite accounting for only a third of the revenue. This decision was influenced by the principles outlined in the book "The Millionaire Next Door."

Key Takeaways:

• Invest in proper cable testing and certification tools for quality work.
• Treat time as a valuable currency and avoid wasting it on unprofitable activities.
• Be willing to fire problematic clients that consume disproportionate time and resources.
• Adopt a mindset shift towards solving problems independently and seeking education, not resolutions.

Links from the show:

The Millionaire Next Door: https://amzn.to/3UM0F9E

Florida Man bites chunk out of deputy's head: https://tinyurl.com/yc6cshah

=== 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.

Paul identifies two major mistakes: not doing enough marketing and doing it sporadically. He explains that many MSPs start as technicians who get an "entrepreneurial seizure" and launch their own business, but eventually struggle when referrals dry up and they need to market themselves. The second mistake is running one-off campaigns that fail to generate results, leading MSPs to conclude marketing doesn't work.

Paul emphasizes the importance of having a consistent, long-term marketing system rather than sporadic campaigns. He recommends doing marketing activities daily, weekly, and monthly to build momentum and stay top-of-mind with potential clients who may switch MSPs every five years. He also suggests differentiating your marketing by focusing on personal branding and leveraging your unique identity, as he has done successfully with his own business.

Paul shares his journey from starting a marketing agency in 2005 to eventually specializing in the MSP space after selling his previous business. He expresses his passion for the ever-evolving MSP industry and his commitment to helping MSPs grow through effective marketing strategies.

Key Takeaways:

• MSPs often neglect marketing due to their technical background and the initial success of referrals. However, marketing becomes crucial as referrals dry up.
• One-off marketing campaigns are ineffective because selling managed services requires reaching prospects repeatedly over time until they're ready to switch providers.
• Successful marketing involves creating a system that consistently educates and engages potential clients through various channels like email, social media, and direct mail.
• Personal branding and differentiating your messaging from competitors is crucial for standing out in a crowded market.
• Leveraging AI and emerging technologies presents exciting opportunities for innovative marketing strategies

Links from the show:

• MSP Marketing Edge: https://www.mspmarketingedge.com/
• YouTube Channel: https://www.youtube.com/c/MSPMarketing
• Facebook Group: https://www.facebook.com/groups/mspmarketing

=== 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.