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Vivienne Winborne on Transparency, Resilience, and Client Trust in Crisis
Welcome to Ctrl Alt Deliver: MSP Service Delivery Mastery.
I’m Jeni Clift, joined by my husband and business partner Nick Clift. Together, we spent nearly 30 years building, scaling, and eventually exiting our own MSP business.
Over that time, we learned something fundamental.
Great service delivery is not proven when everything is running smoothly. It is proven when things go wrong.
In this episode, we’re joined by Vivienne Winborne, Senior Marketing Manager at One Little Seed and a long time specialist in MSP and IT channel marketing.
Vivienne has spent more than 16 years working across agencies, startups, and the MSP ecosystem, supporting service providers, vendors, and distributors to grow through trust, education, and authentic communication. Her work sits at the intersection of marketing, customer experience, and leadership.
In this conversation, Vivienne shares a powerful firsthand account of supporting an MSP through a large scale third party data breach that impacted one hundred and thirty nine organisations.
What stands out is not the technical response, but the human one.
We talk about why silence is often the default advice in a crisis and why transparency, consistency, and calm communication matter more than perfect information. Vivienne explains how early and ongoing communication, dedicated support channels, and care for team mental health helped protect trust and ultimately resulted in the MSP not losing a single client.
We also explore why MSP marketing and cybersecurity education are deeply connected. Vivienne challenges the industry to stop leading with products and start leading with education, particularly when it comes to AI and cybersecurity. She explains why a multi layered approach to security only works when people understand the risks, the responsibility, and the why behind the controls.
Throughout the episode, we unpack the real weight MSPs carry. The sensitivity of the data we hold. The reputational impact of incidents. And the reality that leadership is tested most in moments of uncertainty.
This is a candid and deeply human conversation about trust, transparency, and what good leadership looks like when the pressure is highest.
If you are an MSP owner, leader, or service delivery professional responsible for client trust and team wellbeing, this episode is essential listening.
Listen to this episode and explore more Ctrl Alt Deliver conversations at
https://www.ctrl-alt-deliver.blog/episodes
Explore more about Vivienne Winborne and One Little Seed
https://www.onelittleseed.com.au
View all episodes
By Jeni Clift, Nick CliftWelcome to Ctrl Alt Deliver: MSP Service Delivery Mastery.
I’m Jeni Clift, joined by my husband and business partner Nick Clift. Together, we spent nearly 30 years building, scaling, and eventually exiting our own MSP business.
Over that time, we learned something fundamental.
Great service delivery is not proven when everything is running smoothly. It is proven when things go wrong.
In this episode, we’re joined by Vivienne Winborne, Senior Marketing Manager at One Little Seed and a long time specialist in MSP and IT channel marketing.
Vivienne has spent more than 16 years working across agencies, startups, and the MSP ecosystem, supporting service providers, vendors, and distributors to grow through trust, education, and authentic communication. Her work sits at the intersection of marketing, customer experience, and leadership.
In this conversation, Vivienne shares a powerful firsthand account of supporting an MSP through a large scale third party data breach that impacted one hundred and thirty nine organisations.
What stands out is not the technical response, but the human one.
We talk about why silence is often the default advice in a crisis and why transparency, consistency, and calm communication matter more than perfect information. Vivienne explains how early and ongoing communication, dedicated support channels, and care for team mental health helped protect trust and ultimately resulted in the MSP not losing a single client.
We also explore why MSP marketing and cybersecurity education are deeply connected. Vivienne challenges the industry to stop leading with products and start leading with education, particularly when it comes to AI and cybersecurity. She explains why a multi layered approach to security only works when people understand the risks, the responsibility, and the why behind the controls.
Throughout the episode, we unpack the real weight MSPs carry. The sensitivity of the data we hold. The reputational impact of incidents. And the reality that leadership is tested most in moments of uncertainty.
This is a candid and deeply human conversation about trust, transparency, and what good leadership looks like when the pressure is highest.
If you are an MSP owner, leader, or service delivery professional responsible for client trust and team wellbeing, this episode is essential listening.
Listen to this episode and explore more Ctrl Alt Deliver conversations at
https://www.ctrl-alt-deliver.blog/episodes
Explore more about Vivienne Winborne and One Little Seed
https://www.onelittleseed.com.au