Podcasts about Luckett

In this episode of The IT Experts Podcast, I sit down with Ken Roulston to explore a topic that many MSP owners know they should be paying attention to, yet often leave until much later than they should. Governance.     Now, before you switch off thinking this is a subject reserved for larger businesses, stay with me. This conversation is one of the most important discussions we've had around protecting the value of your MSP, reducing unnecessary risk and building a business that is genuinely attractive to a future buyer.     Ken brings a huge amount of experience to this conversation. Having built and successfully exited a £17 million MSP, he has seen first hand what separates valuable businesses from those that struggle to achieve the valuation their owners expect. Through his work with MSPs across the UK and Ireland, Ken regularly helps business owners understand the factors that drive value and the mistakes that can quietly destroy it.     One of the points I often make is that every MSP owner will eventually sell their business. Whether that happens in five years, ten years or twenty years is almost irrelevant. At some stage, ownership changes hands. The question is whether you will be rewarded properly for all the hard work, investment and sacrifice that went into building it.     That is where Governance comes in.     Throughout our conversation, Ken and I unpack why Governance is far more than a compliance exercise. Good Governance creates confidence. It gives buyers reassurance. It reduces risk. It demonstrates professionalism. Most importantly, it helps you build a stronger business today, regardless of whether an exit is anywhere on your immediate horizon.     We begin by looking at financial Governance and why understanding your numbers is only part of the story. Many MSP owners can tell you their monthly revenue and profitability. Far fewer fully understand the financial responsibilities that come with being a company director. Ken explains the importance of financial controls, cashflow management, solvency and proper accounting practices. These are not optional activities. They are part of your legal responsibility as a business owner.     We also discuss how poor financial Governance can raise serious red flags during an acquisition. Buyers want confidence that a business is being managed professionally. Strong reporting, clear approval processes, documented decisions and consistent financial management all contribute to a stronger valuation and a smoother due diligence process.     From there, we move into legal Governance, which is often where hidden problems begin to emerge. Ken shares examples of acquisitions where customer contracts, supplier agreements and employee terms created unexpected complications. In some cases, a single clause buried within a contract was enough to significantly impact the value of a deal.     One example in particular highlights how an overlooked contract clause could force a buyer to seek approval from every customer before completing an acquisition. It is a powerful reminder that Governance is not about having paperwork in place. It is about understanding exactly what those documents mean and how they affect the future of your business.     We also spend time discussing employee Governance. As MSP owners, our people remain our greatest investment and often our largest cost. Strong Governance creates clear expectations, supports accountability and helps protect both employees and the business. Ken explains why current employment contracts, documented processes and professional HR support are essential if you want to build a resilient organisation.     Towards the end of the episode, we broaden the conversation into business risk. This is an area we regularly help MSP Growth Hub members address because many business owners spend their days helping clients manage risk while overlooking risks within their own organisations.     Ken shares practical examples of the risks every MSP should be assessing, including customer concentration, supplier dependency, cashflow exposure and operational vulnerabilities. We discuss why creating a risk register does not need to be complicated and how taking time to identify potential threats can significantly improve decision making and business resilience.     If you want to build a stronger MSP, improve its future value and avoid the costly mistakes that catch many owners out during an exit process, this episode is packed with practical insights. Governance may not be the most glamorous topic in business, although it could be one of the most valuable conversations you will have this year.     As Ken says throughout the discussion, buyers are looking for confidence, credibility and professionalism. Good Governance helps you demonstrate all three.   Connect with Ken Roulston through LinkedIn and his website.     Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.    If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

In this episode of The IT Experts Podcast, I continue our Get Your Time Back series by tackling one of the biggest challenges I see MSP owners facing every single day, becoming the default decision-maker in their business.     If your team comes to you for every answer, every approval, every problem, and every decision, there is a good chance you've become the bottleneck without even realising it. The frustrating part is that most MSP owners believe they have a workload problem when in reality they have a leadership pattern that is holding the business back.     Throughout this episode, I explain why being overwhelmed is often less about the amount of work and more about how decisions flow through the business. When every road leads back to you, growth slows down, confidence across the team drops and you end up spending your days firefighting rather than leading.     I share why teams naturally mirror the behaviour of their leaders. If you are constantly stepping in to rescue situations, provide answers and solve problems, your team will quickly learn that the easiest option is to come straight to you. Before long, you find yourself carrying the weight of every decision while capable people around you stop trusting their own judgement.     One of the key concepts I explore is the difference between a parent to child relationship and an adult to adult relationship inside your MSP. When leaders constantly provide solutions, they unintentionally create dependency. When leaders coach instead of rescue, they create ownership, accountability and confidence. That shift is where real growth begins.     We also look at why many people hesitate to step forward and make decisions. In most cases it comes down to fear. Fear of getting something wrong. Fear of making a mistake. Fear of looking silly in front of colleagues or clients. If every challenge is immediately taken away from them, that fear never gets challenged and confidence never grows.     I share a simple but powerful analogy about learned behaviour and how teams can become conditioned to operate below their potential. Over time, people stop looking for solutions because they believe someone else will provide them. If that someone is always you, becoming the default decision-maker becomes a cycle that gets harder and harder to break.     The cost of staying in that position is significant. It limits growth, slows progress and prevents you from spending time on the strategic activities that will move your MSP forward. More importantly, it prevents your team from developing into the confident, capable people you need them to become.     That is why I introduce one of the coaching frameworks we use inside The MSP Growth Hub, the GROW model. This simple approach helps leaders stop rescuing and start coaching. It gives your team the opportunity to think, solve problems and take ownership while allowing you to step back from being the default decision-maker.     We walk through each stage of the framework, from defining the goal and understanding the reality, through to exploring options and agreeing the way forward. When used consistently, this approach can transform the quality of conversations inside your business and help create a culture where people take responsibility rather than waiting for instructions.     I also share practical techniques you can start using immediately, including one simple habit that can dramatically reduce interruptions throughout your day. It starts with resisting the urge to answer every question straight away and instead helping people think through the solution themselves.     If you are serious about getting your time back, building a stronger leadership team and creating a business that works for you rather than you working for it, this episode will give you practical ideas that you can start implementing today.      Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.    If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon! 

In this episode of The IT Experts Podcast, I kick off a brand-new two-part series focused on one of the biggest frustrations MSP owners face, how to get your time back. If you constantly feel busy, overwhelmed, reactive, or like your week disappears before you have made any real progress, then this episode is for you. I want to help you stop confusing activity with achievement and start focusing on the things that genuinely move your MSP forward.     Every day inside The MSP Growth Hub, we speak to MSP owners who are stretched in every direction. They are buried in emails, firefighting problems, approving decisions, and carrying the weight of the business on their shoulders. The challenge is that being busy creates the illusion of progress. Ticking tasks off a list feels productive. Clearing your inbox feels satisfying. Yet none of it guarantees that you are building a business that gives you more freedom, more profit, or more control over your future.     In this episode, I unpack why so many MSP owners stay trapped in reactive mode for years and how that slowly impacts growth, leadership, confidence, and even mental wellbeing. I talk openly about the habits, behaviours, and leadership patterns that stop owners from creating space to think strategically and lead effectively. If you want to get your time back, there has to come a point where you stop measuring success by how hard you are working and start measuring success by the outcomes you are creating.     One of the most important ideas I explore in this episode is strategic thinking time. Years ago, someone once told me that leaders need time to think. At the time, I thought it sounded ridiculous because there was always work to do, clients to support, and targets to hit. Looking back now, it was one of the most valuable lessons I have ever learned. If you never create space to think clearly, plan properly, and focus on the bigger picture, you stay stuck reacting to everyone else's priorities instead of leading your business forward with intention.     I also share practical lessons around protecting your time and becoming more disciplined with your diary. If you want to get your time back, you need to treat your own thinking time with the same level of importance as a client meeting. You need to stop allowing interruptions, distractions, and reactive requests to consume every available hour in your week. Strategic time cannot be something you fit in when everything else is finished because everything else is never finished.     Another huge theme in this conversation is leadership and empowerment. Many MSP owners unintentionally train their teams to rely on them for every decision. Over time, that creates bottlenecks, frustration, and dependency across the business. I explain why creating clear decision filters and empowering your team to think independently is one of the fastest ways to reduce pressure and improve performance. When your people feel trusted and supported to solve problems themselves, the business becomes stronger and you create the space needed to focus on higher value work.     I also dive into the importance of measuring what actually matters inside your MSP. Too many businesses stay focused on symptoms instead of identifying root causes. Whether it is inconsistent delivery, project issues, poor accountability, or operational inefficiency, lasting improvement only happens when you step back and understand what is really driving the problem. This is where leadership, process, and accountability all connect together.     Artificial intelligence and automation also come into the conversation. There is a huge amount of excitement around AI right now, although I share a grounded perspective on what it can and cannot do. AI is not a magic fix for broken businesses. Before you automate anything, you need clear processes, strong structure, and a business that already understands how it should operate. Technology can accelerate progress, although it still relies on strong foundations underneath it.     One of the most practical parts of this episode is where I explain the difference between £10 tasks, £100 tasks, and £1,000 tasks. So many MSP owners spend their week trapped inside low value admin work that could be automated, delegated, or removed completely. If you truly want to get your time back, you need to consistently move yourself towards the work that creates the biggest impact for your business, your team, and your future.     This episode is packed with practical ideas to help you protect your time, improve your leadership, and create more focus inside your MSP. My goal is to help you stop being a busy fool and start building a business that genuinely works for you rather than you working for it. When you create space to think strategically, empower your people properly, and focus on what truly matters, growth becomes far more sustainable and far more enjoyable.     Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.    If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon! 

In this episode of The IT Experts Podcast, we go beyond recruitment and explore what it really takes to attract and retain the right staff in your MSP.     Many MSP owners tell us that finding good people feels harder than ever. They advertise roles, interview candidates, and still end up wondering why the right people are not applying, or why talented team members leave after a short period of time.     The truth is that attracting and retaining the right staff starts long before you post a job advert.     In this conversation, I am joined by Zoe Chatley, founder of The Channel Recruiter, who specialises in helping businesses across the IT channel recruit exceptional people. Zoe brings more than 20 years of recruitment experience and shares practical insights that every MSP owner can apply straight away.     We begin by exploring why recruitment has changed so much. Candidates are no longer looking only at salary and job titles. They are thinking much more carefully about the type of company they want to work for, the culture they want to be part of, and whether the business genuinely values its people.     That means if you want to attract and retain the right staff, you need to think like a marketer.     Your future employees are researching your business in exactly the same way that prospects research your services. They visit your website, review your LinkedIn presence, read employee feedback, and look for evidence that your business offers a positive and supportive place to work.     This is where employer branding becomes incredibly important.     Employer branding is much more than your logo or the design of your website. It is the reputation your business has as a place to work. It includes the way your team talks about the business, the stories you share online, and the consistency between what you say and what your employees experience every day.     Zoe explains that one of the strongest tools available to MSPs is their Employee Value Proposition, often called the EVP.     Your EVP is the complete package of benefits, flexibility, support, and opportunities you offer to your team. This includes hybrid working, holiday entitlement, healthcare, career development, flexibility for family life, and the little things that make people feel trusted and valued.     When you want to attract and retain the right staff, your EVP needs to be clear, meaningful, and visible.     It should appear in your job adverts, on your website, throughout your interview process, and in the everyday experience your employees have once they join your business.     We also discuss company culture and why it plays such a critical role.     Culture is what people experience when they work in your business. It is how people communicate, how leaders behave, and how the team supports one another.     One of the simplest ways to measure your culture is by looking at staff retention. If talented people stay with you for many years and speak positively about the business, that is usually a very strong sign that your culture is healthy.     Values are another essential part of this process.     Your company values act as your internal compass. They guide decisions, shape behaviour, and help you identify people who align naturally with your business.     When you attract and retain the right staff, you are looking for individuals whose values match your own. Skills can be developed. Character, attitude, and integrity are much harder to teach.     One of the most valuable parts of this episode is Zoe's perspective on transferable skills.     If you are struggling to recruit within the IT industry, there are exceptional people outside the channel who may be a perfect fit. Sales professionals, customer service specialists, and technically minded individuals from other sectors often bring fresh energy, resilience, and strong people skills.     With the right support and development, these individuals can become some of your strongest team members.     As Zoe says, do not hire for need. Hire for strength.     That one idea can completely change the way you build your team.     If you want to attract and retain the right staff, start by reviewing your culture, clarifying your values, strengthening your EVP, and telling your story more confidently.     The businesses that do this consistently become magnets for the right people.     And when you have the right people in the right seats, growth becomes much easier.     Connect with Zoe Chatley through LinkedIn HERE or through their website HERE. You can also send her an email at zoe@thechannelrecruiter.co.uk.      Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.    If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

In this episode of The IT Experts Podcast, I want to help you break free from one of the biggest growth blockers I see in the MSP world, the MSP Owner Bottleneck. If you constantly feel pulled into every issue, every escalation, every client conversation, and every decision inside your business, then this episode is for you. I unpack why so many MSP founders become the superhero inside their organisation, how that behaviour develops over time, and why it eventually limits scale, leadership growth, profitability, and even the long-term value of the business itself.     For many MSP owners, the MSP Owner Bottleneck starts with good intentions. In the early years, you are the technical expert, the trusted advisor, the problem solver, and the person clients rely on when things go wrong. That level of involvement often helps build the business initially because clients trust you personally and your team leans on your experience to navigate difficult situations. Over time though, this creates a dangerous dependency where everything flows back through you. Every important decision, every escalation, and every challenge eventually lands on your desk.     In this conversation, I talk openly about the role of the superhero founder inside MSPs. Many owners spend years stepping in to save projects, solve client issues, rescue support situations, and make decisions that nobody else feels confident making themselves. The challenge is that while this creates short term stability, it stops the business from developing real leadership depth. Teams stop taking ownership because they know the owner will eventually step in and fix things anyway. Clients continue contacting you directly because they have been trained to do so. Before long, the MSP Owner Bottleneck becomes stronger every year, leaving the business stressful, reactive, and difficult to scale.     One of the key messages I share in this episode is that what helped you build your MSP will not necessarily help you scale it. Many founders eventually reach a point where the business no longer supports the life or goals they originally wanted because too much depends on them personally. You may have built a successful MSP that generates revenue and supports a team, although growth begins to stall because leadership and accountability have never been fully distributed throughout the organisation. The result is an MSP owner constantly firefighting, permanently busy, and struggling to focus on strategic growth.     I also explore how the MSP Owner Bottleneck impacts employee engagement, accountability, and leadership development. When team members never receive real ownership or authority, they struggle to grow into stronger leaders. Senior engineers and managers begin waiting for approval rather than making confident decisions themselves. Escalation replaces ownership. I explain why ambitious employees often leave environments where they cannot grow, while others remain stuck operating below their full potential. This creates a cycle where recruitment becomes reactive rather than strategic, adding even more pressure onto the founder.     Another important area we unpack is the relationship between MSP owners and their clients. Many founders unintentionally train clients to contact them directly for support, reassurance, or decision making. While this can feel valuable in the short term, it weakens the trust clients have in the wider business. I explain why scalable MSPs create trust in systems, processes, leadership teams, and structure rather than relying entirely on the founder relationship. This shift becomes essential for any MSP that wants stronger operational maturity, improved scalability, and higher business valuation in the future.     I also spend time discussing the emotional side of leadership and the role ego quietly plays inside growing MSPs. Being the person who fixes everything can feel rewarding. It creates a sense of importance, control, and security. For technically minded founders especially, stepping away from that role can feel uncomfortable because the business has been built around your expertise for years. Real growth happens when you begin empowering others, creating accountability, and allowing leaders inside the organisation to own outcomes confidently.     Throughout the episode, I share practical ways to reduce dependency and build stronger leadership structure inside your MSP. We talk about redirecting client communication through proper channels, allowing managers to own difficult conversations, encouraging team members to bring solutions instead of problems, and building a healthier rhythm of accountability across the business. These small changes create massive leverage over time.     One of the strongest points I make in this episode is that scaling an MSP requires a move away from reactive heroics and towards proactive structure. Accountability, consistency, communication, and leadership development become the foundations of sustainable growth. When your leadership team feels trusted and empowered, the business becomes calmer, more scalable, and significantly more valuable.     The MSP Owner Bottleneck also directly affects exit planning and business valuation. Buyers look carefully at leadership depth and operational independence when assessing MSPs. Businesses heavily dependent on the founder carry greater risk and often achieve lower valuations. In contrast, MSPs with strong systems, empowered leaders, and operational consistency become far more attractive acquisition opportunities. Building a business that can thrive without constant founder involvement creates genuine transferable value and far more long-term options.     This episode is a reminder that sustainable growth does not come from working harder or rescuing more situations personally. It comes from building leaders, creating structure, and developing a business that can operate successfully without depending on one individual for every outcome. If you recognise yourself inside the MSP Owner Bottleneck, this conversation will give you practical ideas, clarity, and confidence to begin making the shift.     Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.    If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon! 

In this episode of The IT Experts Podcast, we explore what it really takes for MSPs to build a strong foundation in cybersecurity, compliance, and resilience in a world where risk is constantly evolving. In this special roundtable session, I am joined by Neil Smith, Gene Kim, and David Clarke, who each bring deep, practical experience from the front line of cybersecurity and compliance within the MSP space.     You will hear how the role of the MSP has shifted from simply managing IT systems to becoming a central part of how businesses manage risk. As Neil Smith shares from his own journey, the demand from clients has changed significantly. Businesses are no longer asking for technical support alone. They want reassurance that they are protected, aligned with standards, and prepared for whatever may come next. This is where cybersecurity, compliance, and resilience come together as a core offering rather than an add on.     Gene Kim expands on this by highlighting how trust is now directly linked to revenue. Clients expect MSPs to provide clear visibility, consistent reporting, and confidence that systems are secure and recoverable. This is not about tools alone. It is about outcomes. MSPs are now expected to help clients prove they are operating securely, not only for their own peace of mind, though also for insurers, auditors, and stakeholders.     A strong theme throughout the conversation is education. As Neil Smith explains, many businesses still believe they are not a target or that basic protection is enough. The role of the MSP is to guide clients through understanding their risks in a calm and structured way. This is not about creating fear. It is about building awareness and helping clients make informed decisions that support long term stability.     David Clarke brings a valuable perspective on compliance and governance. He highlights how frameworks such as GDPR and Cyber Essentials provide a strong foundation, though they are not a one-off exercise. Cybersecurity, compliance, and resilience require continuous attention. It is similar to securing your home. You do not lock the door once and forget about it. You maintain awareness and take responsibility over time.     The conversation also explores the importance of clearly defined responsibility. MSPs play a critical role in implementing and managing systems, though the ownership of risk always sits with the client. David Clarke reinforces that understanding who owns the risk leads to stronger, more productive conversations. When this is clear, businesses can make better decisions and avoid confusion during critical moments.     Supply chain security is another key focus. With MSPs relying on a growing number of vendors and tools, every decision introduces potential exposure. Gene Kim and Neil Smith both emphasise the need for transparency, trust, and careful evaluation when selecting partners. It is not only about functionality. It is about reliability, communication, and how those vendors respond when something goes wrong.     When the discussion moves to incident response, the tone becomes even more practical. Every MSP needs a clear and well understood plan. David Clarke explains the importance of rapid escalation, strong leadership, and access to the right expertise at the right time. Decisions need to be made quickly, often with incomplete information, and preparation makes all the difference.     Neil Smith adds that these conversations should happen before an incident occurs. Working through scenarios with clients, even in a simple tabletop format, can highlight gaps and build confidence. Gene Kim reinforces this by stressing the importance of having systems that can recover quickly and maintain control during an incident.     Resilience is the thread that connects everything discussed in this episode. It is not enough to reduce risk. Businesses need to be able to continue operating when challenges arise. Cybersecurity, compliance, and resilience work together to create that outcome. When done well, they provide stability, confidence, and a platform for growth.     This episode makes one thing very clear. MSPs who fully embrace cybersecurity, compliance, and resilience will stand out. As Neil Smith demonstrates through his own positioning, this creates a powerful advantage in the market. It builds trust, strengthens relationships, and supports long term success.     If you want to position your MSP as a trusted advisor and create a more secure, scalable business, this episode offers clear and practical direction. Focus on the fundamentals, build strong frameworks, educate your clients, and keep refining your approach. Over time, this creates a business that not only protects clients, though also grows with confidence.       Connect with Neil Smith through LinkedIn HERE.  Connect with Gene Kim through LinkedIn HERE.  Connect with David Clarke through LinkedIn HERE.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.    If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

In this episode of The IT Experts Podcast, we explore why the 2026 MSP Show in London is becoming one of the most valuable events for MSP owners and their teams who want clarity, direction, and real progress in their business. I am joined by Aaron Fletcher and Alexandra Harris, the driving force behind the event, who share what makes this year's show such a powerful opportunity for growth.     This is not about turning up to another event and walking away with a bag of merchandise. This is about making a conscious decision to invest time in learning, connecting, and building momentum.     The 2026 MSP Show brings together MSP owners, senior leaders, and technical teams in a way that feels both structured and flexible. As Alexandra Harris explains, the event has been designed to give attendees the freedom to move, choose, and engage with the sessions that matter most to them. You are not being pushed from one session to another. You are given space to think, learn, and connect in a way that suits your style.     Aaron Fletcher shares how the event continues to evolve each year, bringing fresh ideas, more energy, and a stronger focus on delivering value. This is not a static conference. It is a living environment that reflects what MSPs actually need right now. That energy creates a completely different experience, one that feels closer to a collaborative space than a traditional event.     What stands out immediately about the 2026 MSP Show is the focus on value. Every session is designed to give you something practical that you can take back and apply. There is no filler content and no product pitching disguised as education. Instead, you will hear from industry experts who understand the real challenges MSPs are facing and who are there to guide you forward with clarity and confidence.     One of the strongest elements of the 2026 MSP Show is the way it has been built around real feedback from the MSP community. Alexandra Harris explains how the team gathered input from across the industry to shape the agenda, ensuring the topics are relevant, timely, and aligned with the current challenges MSPs face. This approach means you are far more likely to leave with ideas that create immediate impact.     Another powerful reason to attend the 2026 MSP Show is the opportunity to connect with others in the industry. Running an MSP can feel isolating at times. Being in a room with people who understand your challenges creates a different level of energy. Conversations that start casually can quickly turn into valuable partnerships, new ideas, or solutions to problems that have been sitting unresolved for months.     This year, the introduction of MSP hot topic roundtables adds another layer of value. As Aaron Fletcher highlights, these smaller group discussions create space for honest conversations and shared experiences. You are not sitting quietly in a large audience. You are actively contributing, learning from others, and gaining insights that are directly relevant to your situation.     The 2026 MSP Show also creates a balance between learning and experience. There is a strong sense of energy throughout the event, with opportunities to network, explore new ideas, and step away from the day to day demands of running your business. When you give yourself space to think, you make better decisions. When your team is involved, they gain clarity on the direction of the business and feel more aligned with where you are heading.     From a strategic perspective, attending the 2026 MSP Show is not a cost. It is an investment. When approached with intention, it becomes a project. You can plan who you want to meet, which sessions will support your goals, and how you will follow up afterwards. This is where the real return comes from. The conversations you have, the ideas you capture, and the actions you take afterwards all contribute to the growth of your MSP.     There is also significant value in the co-located Service Desk and IT Support Show, which Aaron Fletcher and Alexandra Harris explain has been running for decades and brings together a wider ecosystem of tools, vendors, and expertise. This creates an environment where both the commercial and technical sides of your business can grow together.     Ultimately, the 2026 MSP Show is about helping you step back, reset your thinking, and move forward with purpose. With insights from Aaron Fletcher and Alexandra Harris, this episode gives you a clear view of what is possible when you surround yourself with the right people, the right ideas, and the right opportunities.     If you are serious about building a business that works for you and not the other way around, this is your opportunity to take action.   Register to join the 2026 MSP Show HERE.  Connect with Aaron Fletcher HERE and with Alexandra Harris HERE.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!

In this episode of The IT Experts Podcast, I sit down with Mit Patel, Darren Strong, and Paul Green for a powerful panel discussion focused on one of the biggest challenges MSP owners face, how to stop working in your MSP and start building a business that works for you.     This is a topic I see come up time and time again. Many MSP owners start from a technical background, and before they know it, they are deep in the day to day, solving problems, firefighting, and carrying the weight of the business on their shoulders. If you want to stop working in your MSP, there has to be a conscious shift in how you think, plan, and lead.     Mit kicks things off by sharing something I see all the time. Most MSPs are not spending enough time planning, or they do not know where to start. The truth is, it does not need to be complicated. You need clarity on where you are now and where you want to get to in the next twelve months. From there, it is about breaking that down into simple, consistent actions that move you forward.     Darren builds on this and brings it back to consistency. Without a clear plan, you end up making decisions based on how you feel in the moment. One day you move in one direction, the next day it changes. Over time, that creates confusion across your team and slows everything down. If you want to stop working in your MSP, your plan needs to guide your decisions and shape the behaviour of your business.     Paul then brings in a perspective that I know will resonate with many of you. Too many MSPs are running on hope. Hoping they will find time for marketing. Hoping nothing disrupts the day. Hoping things will improve. That can go on for years. The shift happens when you decide to take control and build something with purpose. If you truly want to stop working in your MSP, you need to carve out time every day to focus on growth and the future of the business.     We also spend time talking about leadership, because this is where things really start to change. I have seen it in my own journey and with the MSPs we support. When your team understands the vision and knows what matters most, everything starts to move faster. Mit shares how aligning the team around clear quarterly priorities creates momentum and builds a culture where people feel part of the success. This is essential if you want to stop working in your MSP and create something that grows beyond you.     Another important part of the conversation is around speed and structure. In the early days, you can change direction quickly. As your business grows, that becomes harder. Paul explains the importance of staying flexible while putting the right systems in place. You need structure to scale, while still keeping enough agility to respond to change. That balance is key if you want to stop working in your MSP and keep moving forward.     Darren then brings it back to operational maturity, and this is where many MSPs hit a wall. You can only rely on hard work for so long. Long hours and constant pressure lead to fatigue, and eventually something has to change. This is often the moment when you realise that what got you here will not get you there. To stop working in your MSP, you need systems, measurement, and accountability that support consistent performance.     We also explore what is happening in the world of marketing and AI. There is a lot of noise right now, and it is easy to get distracted. Paul makes it clear that while AI is a powerful tool, it does not replace clear thinking. The fundamentals still matter. You need to understand your ideal client, communicate clearly, and build trust. When your marketing works properly, it creates a steady flow of opportunities, which is a huge step towards being able to stop working in your MSP.     We finish the episode with some simple actions that you can take straight away. Paul talks about finding time every day to work on your business. Mit suggests blocking out dedicated time each week for planning. Darren reinforces the importance of accountability and making sure you follow through on what you commit to.     When you bring all of this together, planning, leadership, consistency, and accountability, you create a business that no longer relies on you being involved in everything. That is the goal. To stop working in your MSP is about building something with clarity and structure, where the business continues to grow, whether you are there or not.   Connect with Mit Patel on LinkedIn HERE and discover more about Assurix HERE.  Connect with Darren Strong HERE. You can also visit his website HERE  and stream the Scale Up podcast HERE.  Connect with Paul Green on LinkedIn HERE. You can also explore his website HERE and tune into his MSP Marketing Podcast HERE.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK   And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.    If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.    OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

On today's show, Dr. Robby Luckett, President of the Farish Street Main Street Association Board of Directors, shares insights on reigniting a legacy of resilience and cultural pride in Jackson, Mississippi. Discover how this historic district's past shapes its future through strategic support and community transformation. TRANSCRIPT: https://www.visitjackson.com/blog/soul-sessions-robby-luckett-farish

The late '90s and early 2000s were a golden era for the R&B girl group, but behind the scenes, the members were embroiled in management disputes and perceived favoritism.

In this episode of The IT Experts Podcast, I want to share something that I know many MSPs have either overlooked or been unsure about, and that is R&D tax relief for MSPs, and how it could potentially put thousands back into your business when approached in the right way.     I am joined by Jack Davies, who has been working closely with our community for several years now, helping MSPs understand how R&D tax relief for MSPs actually works in practice. I will be honest, when I first came across this, I was sceptical. Like many of you, I wanted to be sure this was credible, compliant, and something that genuinely added value to a well-run MSP. What I have seen since then, through the results of our clients and the conversations we have had, is that when it is done properly, it can be a powerful opportunity.     We start by getting clear on what R&D tax relief for MSPs really is. It is not a quick win or a shortcut. It is a structured incentive designed to reward businesses that are solving technical challenges and pushing things forward. When you look at it through that lens, it starts to make a lot more sense for MSPs, because that is exactly what many of you are doing every single day.     As we go deeper into the conversation, it becomes clear that a lot of MSPs are already carrying out qualifying work without realising it. Whether it is system integrations, cloud migrations, automation, cyber security projects, or bringing AI into client environments, these are not always straightforward. They involve testing, iteration, and problem solving. This is where R&D tax relief for MSPs starts to become highly relevant, because it focuses on the effort involved in overcoming technical challenges.     One of the most important parts of this conversation is understanding what does not qualify. Straightforward, plug and play work is not what we are talking about here. This is about those moments where your team has to think differently, where there is no obvious answer, and where you are working through uncertainty to find the right solution. Getting clear on this gives you the confidence to approach R&D tax relief for MSPs in a way that protects your reputation and keeps everything above board.     Something that I found particularly interesting, and I know many of you will as well, is the areas that often get overlooked. Internal projects, ongoing improvements, and even the costs around software and subcontractors can all form part of the bigger picture. Many MSPs focus purely on client work, yet a lot of innovation is happening behind the scenes. When you start to recognise that, the opportunity around R&D tax relief for MSPs becomes much broader.     We also spend time talking about how this works in practice. It is not about pointing at one project and saying that is the number. It is about looking across your year, understanding where time and effort has gone into solving technical challenges, and building a fair and reasonable view of that work. This is where having good structure in your business really helps, from tracking projects through to keeping your financials organised.   There have also been some changes to the scheme over the past couple of years, and I wanted to make sure we addressed that clearly. The key takeaway is that the fundamentals of R&D tax relief for MSPs have not been reduced. If anything, they have become more structured. The updates are there to improve the process, create consistency, and make sure everything is handled properly. For you as an MSP owner, that means more clarity and a more stable framework to work within.    We also talk openly about best practice and what to watch out for. There are still people in the market making bold claims and overpromising. My advice is simple, protect your reputation. Work with people who understand both R&D and the MSP space, who can explain the process clearly, and who are focused on doing things the right way.     By the end of this episode, my goal is that you feel more confident about R&D tax relief for MSPs, what it is, what it is not, and whether it is something worth exploring further in your business. This is about making informed decisions, staying in control, and recognising the value of the work you are already doing.     Connect with Jack Davies through his LinkedIn by clicking HERE.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.    If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE    Until next time, look after yourself and I'll catch up with you soon!   

In this episode of The IT Experts Podcast, we explore what it really takes to build a high performing team inside your MSP, and why so many leaders feel stuck when trying to get there. I am joined by an expert power panel featuring Zoe Chatley, Phylip Morgan, and Julie Hutchison, bringing together real world experience from leadership, recruitment, and growth to give you practical insight into how to move from confusion to clarity when building your team.     The conversation opens with a simple yet powerful truth. Every business is moving from one place to another. The challenge is that many MSP owners have not clearly defined where they are heading. As Phylip Morgan explains, leadership is about moving from here to there, and without that clarity, building a high performing team becomes difficult because no one truly knows what success looks like. Vision is not a corporate exercise. It is a practical tool that gives your team direction, confidence, and purpose.     Julie Hutchison brings this to life by highlighting that most leaders do have a vision, although it is often blurred. Many MSP owners stay on the hamster wheel of doing, without stopping to think about what they really want. Creating a high performing team starts with stepping back and defining a clear, specific outcome that your team can align with and work towards together.     Once that clarity is in place, everything begins to shift. A high performing team is not built through pressure or control. It is built through alignment. When your team understands where the business is going, they can make better decisions, take ownership, and move forward with confidence. This is where leadership becomes less about doing everything and more about guiding others to succeed.     A key theme throughout this episode is accountability. Julie Hutchison explains that accountability is not about pressure. It is about creating an environment where people know what is expected and feel supported to deliver it. A high performing team thrives when individuals are clear on their role, understand what good looks like, and have the confidence to take action within clear guide rails.     Phylip Morgan reinforces this by sharing the importance of clarity in expectations. When people know what is expected of them, have the right tools, and are given the opportunity to do what they do best, performance improves naturally. A high performing team is built on this foundation of clarity, communication, and trust.     Zoe Chatley adds a critical perspective from recruitment and team building. Many MSPs hire out of urgency rather than strategy, which makes it harder to build a high performing team. When you are clear on your vision, you can attract people who believe in what you are building. This creates stronger alignment, better retention, and a team that grows with your business over time.     The panel also highlights the importance of learning through experience. Building a high performing team is not about getting everything right the first time. It is about making informed decisions, learning from mistakes, and refining your approach as your business grows. With the right leadership mindset, these lessons become the foundation for long term success.     What stands out in this episode is how simple the fundamentals really are. Building a high performing team is not about complex frameworks. It is about clarity, consistency, and leadership that creates trust. When you combine these elements, you create a business where people want to contribute, grow, and succeed together.     If you are looking to build a high performing team in your MSP, this episode will help you focus on what truly matters. Start by getting clear on your direction, create the right environment for your people, and lead with intention. The results will follow.    Connect with Zoe Chatley through her LinkedIn by clicking HERE.  Connect with Phylip Morgan through his LinkedIn by clicking HERE.       Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.  Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK  And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

In this episode of The IT Experts Podcast, we sit down with Mit Patel to explore what it truly takes to stand out in a crowded MSP marketplace. This is a grounded and practical conversation that cuts through noise and focuses on what actually drives growth, profitability, and long-term success. Mit Patel brings nearly 25 years of experience in the MSP space, having scaled his own business to 8 million in revenue with strong margins, and now supporting the industry in a new way.    Early in the conversation, Mit Patel shares his journey from building an MSP from the ground up through to exit. What becomes clear is that growth is never accidental. Each stage brings a new level of challenge, and success comes from recognising what needs to change as you move forward. From the early milestone of reaching one million in revenue, where investing in sales becomes essential, through to the shift towards structured leadership at scale, Mit Patel highlights the importance of evolving your thinking as your business grows.    One of the key themes Mit Patel emphasises is the role of leadership and structure. As MSPs grow beyond the early stages, the lack of clear roles and accountability often creates bottlenecks. Many owners find themselves involved in everything, which limits their ability to think strategically. Mit Patel explains how building a leadership team and creating consistent rhythms allows you to step back, focus on planning, and unlock the next phase of growth. This shift from being busy in the business to working on the business is where real transformation begins.    The conversation also explores one of the most common challenges MSPs face, which is people. Mit Patel speaks openly about the impact of tolerating underperformance and how this shapes the culture of a business. When standards are not upheld, it sends a message across the organisation. Strong MSPs are built by having the right people in the right roles, with clear expectations and accountability. Mit Patel reinforces the idea that hiring should focus on who someone is, not only what they know. Skills can be developed, yet mindset, communication, and drive are far more difficult to change.   As the discussion moves towards market positioning, Mit Patel addresses the growing issue of sameness across the MSP space. Many providers sound identical to potential clients, leading to decisions being based on price rather than value. This creates a race to the bottom, which is difficult to escape. Mit Patel explains that true differentiation comes from doing things differently and being able to clearly demonstrate that difference. Without this, even the best MSPs struggle to communicate their value effectively.     A powerful part of the episode focuses on trust. Mit Patel highlights that many business owners do not fully understand what their IT provider is doing for them. This creates uncertainty and risk. By improving transparency and providing clear evidence of performance, MSPs can build stronger relationships and position themselves as trusted partners rather than interchangeable suppliers. This shift in perception is critical for long term success.    The role of AI is also discussed as an emerging opportunity. Mit Patel shares that MSPs who can apply AI in a meaningful way to solve real business problems will create a strong competitive advantage. The key is not the technology itself, yet how it is used to deliver outcomes that matter to clients. This again links back to understanding the client's business and communicating in a way that resonates beyond technical language.    Towards the end of the episode, Mit Patel offers practical advice for MSP owners who want to grow. Investing in marketing is highlighted as a key driver of future success, along with the importance of continuous personal development. Growth starts with the owner, and those who commit to learning, improving, and adapting will always create stronger businesses over time.    This episode with Mit Patel is a clear reminder that standing out in the MSP market is not about doing more of the same. It is about clarity, leadership, structure, and the courage to raise your standards. When you focus on these areas, growth becomes more predictable, your team becomes more aligned, and your clients gain confidence in the value you deliver.     If you are looking to build a stronger, more resilient MSP, this conversation will give you the direction and confidence to take the next step.   Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.  Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK  And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon! 

In this episode of The IT Experts Podcast, I talk about what really happens when good teams go wrong and how MSP leaders can rebuild trust, communication, and performance before small issues turn into major challenges. I see this time and time again when working with MSP owners. You invest in great people, you build what feels like a strong team, and then something shifts. Progress slows, frustrations grow, and you start to wonder what has changed. This episode is designed to help you recognise those moments and take practical action.     I am joined by leadership coach Julie Hutchison, who works closely with MSP owners to strengthen their leadership capability and help their teams perform at a higher level. Together we explore why technical ability is rarely the real reason when good teams go wrong. More often it is about how people communicate, how leaders set expectations, and how comfortable teams feel about speaking openly. Many of the warning signs are subtle at first. Meetings feel heavier, decisions take longer, and accountability becomes inconsistent. Over time, these patterns begin to affect momentum and confidence across the business.     Julie explains that trust sits at the heart of every high performing team. When trust is missing, people hold back. They may agree with plans in the room, yet struggle to follow through once they leave. This is not usually about capability. It is about clarity and psychological safety. When good teams go wrong, leaders often notice an increase in conflict, misunderstandings, or even staff turnover. These signals can feel frustrating, especially when you know you have talented individuals who genuinely care about the success of the business.     One of the most powerful ideas we discuss is the importance of balancing empathy with direct challenge. Julie introduces the concept of radical candour, which encourages leaders to show genuine care for their people while also addressing difficult topics honestly. I know from my own experience that many MSP owners avoid these conversations because they do not want to upset anyone. Yet when good teams go wrong, avoiding the issue rarely helps. Clear, respectful communication builds stronger relationships and helps teams stay aligned around shared goals.     We also talk about the role of self-awareness. Running an MSP comes with pressure and responsibility, and it can be tempting to look for quick operational fixes when performance dips. However, meaningful change often begins with the leader taking a step back and reflecting on their own behaviour and communication style. When good teams go wrong, modelling openness and vulnerability can create a positive ripple effect. It encourages others to be honest, take ownership, and recommit to working together.     Another important point is that successful teams are not built on everyone being the same. Different strengths and perspectives bring balance and innovation. The key is helping people understand each other and learn how to work through disagreement in a healthy way. When teams develop this understanding, they become more resilient and more focused on achieving results together.     As we wrap up the conversation, Julie and I emphasise that rebuilding trust takes intention and consistency. Leaders need to create space for honest dialogue, reinforce accountability, and help teams reconnect with their purpose. When good teams go wrong, there is always an opportunity to rebuild stronger foundations. MSP owners who take this approach often see renewed energy, better collaboration, and greater confidence as they continue to grow their business.   Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK   And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!  

In this episode of The IT Experts Podcast, we explore why many MSP owners are sitting on easy money without realising the scale of the opportunity already inside their existing client base. This practical break fix edition is designed to give you clarity, structure, and a clear set of actions you can take straight away to improve profitability, strengthen relationships, and build more predictable growth.     A common challenge for MSPs is the hesitation around commercial conversations. You may have built strong technical trust with your clients over many years, yet still feel uncertain about how to introduce discussions around investment, value, or change. This episode reframes that concern. When you approach account management from a position of leadership and service, you are not selling in a pushy way. You are guiding your clients towards better outcomes. This is often where MSPs discover they have been sitting on easy money for far longer than they expected.     The conversation begins with a reminder that growth does not always require new leads or more marketing activity. In many cases, the fastest path to stronger margins comes from improving the way you review and support the clients you already serve. By implementing a structured account management rhythm, you begin to uncover gaps in services, overlooked risks, and new opportunities to add value. This is where sitting on easy money becomes a practical reality rather than a catchy idea.     One of the first steps discussed is creating a clear view of your current client base. When you take time to list every client and assess their value, engagement, and future potential, you start to see patterns emerge. This simple discipline builds focus and removes assumptions. From there, you can identify whitespace opportunities where clients may benefit from additional services that align with their goals. This structured review process helps MSP owners recognise that they have been sitting on easy money simply because the right conversations have not been happening consistently.     Security and business risk also play a central role in the episode. When you lead with risk awareness and strategic guidance, you position your MSP as a trusted advisor rather than a reactive support provider. Clients value clarity around the impact of vulnerabilities and the steps required to strengthen resilience. These discussions often open the door to improvements that increase both client confidence and recurring revenue. Again, this reinforces the idea that MSPs are often sitting on easy money through unmet needs that have yet to be explored.     Pricing hygiene is another theme that encourages thoughtful action. Reviewing legacy agreements and ensuring your pricing reflects the value you deliver is essential for long term sustainability. By communicating openly about cost drivers, service evolution, and the importance of profitability, you maintain trust while protecting the future of your business. Many MSP leaders find that once they begin these conversations, the fear reduces and the benefits become clear. The belief that you are sitting on easy money becomes a motivating insight that drives positive change.     The episode also highlights the importance of regular business reviews. These structured conversations create space to understand your clients' ambitions, challenges, and growth plans. When you align your services with their direction, you strengthen partnerships and unlock new opportunities. This approach moves you from being seen as a supplier to being valued as a strategic contributor. Over time, this shift builds momentum and reinforces the message that sitting on easy money is often about applying consistent leadership rather than chasing quick wins.     Education plays a powerful role in this journey. Many clients are unaware of the full scope of what their MSP can offer. By sharing your advisory capabilities, innovation plans, and compliance expertise, you help them make informed decisions. Clear recommendations delivered with confidence create reassurance and accelerate progress. When you systemise this entire process through repeatable frameworks and defined rhythms, you build a mature operating model that supports sustainable growth.     Ultimately, this episode is a reminder that profitable expansion can begin with the relationships you already have. By focusing on value, structure, and strategic conversations, MSP owners can move from reactive habits to confident leadership. Sitting on easy money is not about shortcuts. It is about recognising potential, taking deliberate action, and building a business that delivers results for both you and your clients.     Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

In this episode of The IT Experts Podcast, we explore a topic that many MSP owners are quietly thinking about right now. Is fear driving your strategy when it comes to AI? More specifically, what is the real risk for MSPs and AI, and how should you approach it without getting caught in the noise and hype surrounding the latest tools?     AI is everywhere at the moment. Every conference, every vendor conversation and every online discussion seems to revolve around it. For many MSP owners, that constant exposure creates pressure. It can feel like you must adopt every new AI solution immediately or risk being left behind. The conversation we unpack in this episode takes a step back from that pressure and looks at the situation from a more strategic perspective.     One of the first things highlighted in the discussion is that the technology itself is not the real issue. AI is powerful and it is evolving quickly. What creates uncertainty for many MSPs is the pace of change combined with the fear of missing out. When every vendor is promoting AI driven products and every industry conversation focuses on automation and intelligence, it becomes easy to believe that your entire business strategy must shift overnight.     This is where the conversation around risk for MSPs and AI becomes important. The risk is rarely about the technology itself. The bigger risk often sits inside the MSP business. Many providers are still developing operational maturity, documentation, and clear processes. Without these foundations in place, adopting advanced tools can create complexity rather than progress.     Stuart makes an important observation during the episode. AI, when you strip away the hype, is an evolution of automation. The industry has experienced similar shifts before. Cloud computing created the same urgency years ago. Cybersecurity triggered a similar wave of concern. Even the move from break fix to managed services followed the same pattern. Each change brought opportunity alongside fear.     Understanding this pattern helps MSP owners think more clearly about the risk for MSPs and AI. The opportunity is real. Automation can improve efficiency, support better service delivery and allow MSPs to add greater value to their clients. The risk appears when businesses rush into tools without the operational structure needed to support them.     Another key theme in the conversation is the importance of client relationships. Many MSPs still operate in a reactive model where communication with clients only happens when something breaks. In that situation it becomes difficult to guide clients through strategic changes such as AI adoption. Strong advisory relationships create the foundation for these conversations. When clients trust your insight, they are far more likely to listen when you discuss the opportunities and the Risk for MSPs and AI.     The discussion also highlights how operational maturity plays a crucial role in the successful use of automation and AI. Systems, SOPs, and internal processes form the backbone of scalable MSP businesses. Without these structures, introducing sophisticated tools often leads to frustration rather than improvement. AI cannot compensate for missing processes. It amplifies what already exists.     I raise another important point around the security implications connected to the risk for MSPs and AI. Many organisations are experimenting with AI tools without fully considering how data flows through those systems. When employees begin connecting tools, sharing information, or integrating external platforms, the potential security exposure increases. MSPs who guide their clients through these risks can create real value by helping them adopt AI responsibly.     There is also a commercial opportunity hidden within this challenge. When MSPs understand the risk for MSPs and AI, they are in a position to lead conversations around governance, policy, risk management, and operational efficiency. These are areas where trusted advisers create long term value for their clients.     The episode closes with a practical reminder. AI is not something MSPs can ignore. The technology will continue to evolve and the market will move forward. At the same time, reacting from a place of fear rarely produces the right strategy. Progress comes from building strong foundations, understanding your own business readiness and then integrating automation in a way that strengthens your service and your client relationships.     When MSP owners approach the risk for MSPs and AI with clarity and structure, the conversation shifts. Instead of chasing the latest tools, you begin to build a strategy that allows your business to grow, adapt and lead clients through the changes that are coming.     Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon! 

In this episode of The IT Experts Podcast, we explore why owner dependency quietly destroys MSP valuations and what you must do now to build real, transferable value in your business.     If you have ever assumed your MSP will sell when the time comes, this conversation may shift your thinking. Stuart and I unpack a hard truth. A business that cannot run and grow without you will always carry risk in the eyes of a buyer. And risk directly impacts MSP valuations.     We were prompted to record this episode after a sobering conversation with an MSP owner who had attempted to sell multiple times over several years. Each time, buyers began the process. Each time, due diligence exposed weaknesses. Each time, the deal collapsed. Not because the business was small. Not because there was no demand. The issue was clarity, structure, and owner dependency. The business worked for him. It did not work without him.     That distinction is critical.     When buyers assess MSP valuations, they are not buying your effort. They are buying sustainable profit. They are buying systems. They are buying a team. They are buying recurring revenue. They are buying predictability. If you are central to sales, delivery, relationships and decision making, the buyer sees fragility. And fragility reduces multiples.     We often explain valuation through simple maths. Imagine a one million pound MSP generating two hundred and fifty thousand pounds of EBITDA. At a modest multiple, you may walk away with half a million pounds. After decades of work, that can feel underwhelming. The opportunity lies in understanding that MSP valuations are influenced by clear, controllable drivers.     Recurring revenue mix is one of them. Many MSPs above two million pounds in turnover still rely heavily on project income. That may feel exciting and profitable. It also introduces volatility. Increasing recurring revenue from fifty percent to seventy five percent can materially improve how buyers view your stability and future cash flow.     Contract length is another lever. Monthly rolling agreements are easy to sell. They also weaken your negotiating position when it comes to MSP valuations. As your confidence grows, building longer term agreements with clients strengthens predictability and reduces perceived risk.     Service gross margin is often overlooked. Buyers want to see not only recurring revenue, but recurring margin. They want to understand the efficiency of your service desk and the return generated per technician. Strong revenue per full time employee signals operational maturity. Clean numbers, transparent reporting, and clear profitability remove doubt during due diligence.     Then there is client concentration. Over-reliance on one or two major clients creates vulnerability. Strengthening account management, spreading revenue more evenly, and improving client retention all contribute positively to MSP valuations.     Yet none of these matter fully if the owner remains the bottleneck.     We refer to this as ONN, owner not needed. This does not mean you disappear tomorrow. It means your business can run and grow without your daily involvement. Holidays without disruption are a starting point. True value is created when growth continues even while you step back from delivery.     Building towards ONN requires leadership development, documented processes, empowered managers, and consistent rhythm in reporting and accountability. It is straightforward in principle. It is demanding in practice. Letting go, hiring stronger people, and shifting your leadership style takes intention.     The encouraging news is that this transformation does not require magic tools or dramatic reinvention. It is disciplined business practice. Clear KPIs. Departmental plans. Regular reviews. Consistent focus on sales, account management, people engagement and margin control. When stitched together, these habits compound.     Improving MSP valuations is rarely about chasing a headline multiple. It is about reducing risk and increasing clarity. Buyers walk away when profit is opaque, when dependency is high, and when systems are weak. They lean in when performance is transparent and transferable.     For established MSPs already above one million pounds in revenue, a focused three-year commitment to strengthening structure can materially change exit outcomes. For others, it may take longer. The timeline is less important than the decision to begin. Planning for exit today gives you options tomorrow, even if you choose to continue building.     There is also a powerful side effect. Businesses that reach a strong ONN position often discover they enjoy the work more. Time increases. Profits rise. Acquisition opportunities become viable. MSP valuations improve not only because you are preparing to sell, but because you are building a stronger company.     At some point, every owner will exit. The question is whether you leave with confidence and control, or whether you accept whatever is offered because options have narrowed.     Owner dependency is fixable. Transferable value is buildable. MSP valuations are influenced by the decisions you make now.     If this episode resonated, start by reviewing your recurring revenue mix, contract structure, service gross margin and leadership depth. Build a plan. Work the plan. Stay consistent.     Strong MSP valuations are not accidental. They are earned through structure, discipline and the courage to let go.   Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

In this episode of The IT Experts Podcast, I want to speak directly to MSP owners who are getting Groundhog Day vibes from their business. That sense that every week feels the same, the same problems keep resurfacing, and despite working hard, progress feels slow or non-existent. If Groundhog Day vibes are creeping into your MSP, this conversation will resonate deeply.     I was joined by Stuart Warwick in the podcast lounge, and we went straight into the reality behind that familiar sigh many MSP owners make. It does not matter what time of year it is. When Groundhog Day vibes show up, it usually means the business has reached a ceiling created by habits, structure, and leadership patterns that once worked and no longer do.     We talked about how easy it is to stay busy while staying still. Many MSPs operate in a steady rhythm where the business pays the bills and supports a decent lifestyle. On the surface everything looks fine. Underneath, there is often frustration and a sense that something more was meant to happen by now. When Groundhog Day vibes become normal, it is a sign that the business is not aligned with the original vision that drove you to start.     One of the biggest themes in the conversation was owner dependency. Most MSP owners built their business because they love technology and solving problems. Being needed feels good and that feeling can quietly turn into an addiction. Over time, this keeps you trapped in the day to day and limits growth. When Groundhog Day vibes keep returning, it is often because you have not decided what you are willing to let go of.       We also spent time talking about the role your team plays. I see this repeatedly inside The MSP Growth Hub. Owners underestimate the capability and appetite of their people. When Groundhog Day vibes take hold, it is often because the team has not been invited into the bigger picture. When you involve them properly, energy changes. Ownership grows. Momentum starts to build in ways that surprise most owners.      Stuart shared a simple and practical starting point. Stop and take an honest audit of your business. Look at operations, projects, sales, marketing, finance, billing, and admin. Notice what drains you and what energises you. When Groundhog Day vibes are present, this exercise brings clarity quickly. From there, the work becomes about spending more time on the areas that move the business forward and less time on the tasks that keep you stuck.    We also explored leadership and culture. Whether you realise it or not, you set the tone for everything. Your team watches what you prioritise and what you tolerate. When expectations are unclear, people fill the gaps themselves. If Groundhog Day vibes persist, it often points to missing structure, unclear standards, or a lack of shared direction. This is not about blame. It is about growth as a leader.     Consistency was another key part of the discussion. Change does not come from motivation alone. It comes from rhythm and follow-through. Write things down. Decide what success looks like. Check in regularly. When MSP owners fall back into old habits, it is usually because progress was not being measured. Groundhog Day vibes thrive in the absence of accountability.      We also talked about what life can look like on the other side of this. Progress shows up in numbers, in time, and in satisfaction. Better margins. More space in your diary. Time to think and lead. When owners look back after a year of intentional action, they are often shocked by how much has changed. If Groundhog Day vibes are present today, that future is still available to you.     This episode is a reminder that you are not stuck. You are where you are because of past decisions and actions, which means new decisions create new outcomes. Your team can be part of the solution. Structure can work in your favour. Momentum can be rebuilt. You do not have to keep reliving the same week on repeat.   Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon! 

In this episode of The IT Experts Podcast, I want to talk to you about something that does not get enough attention in the MSP space, over-reliance on big clients. This is not about fear mongering or pointing fingers. It is about protecting the business you have worked so hard to build and making sure it is resilient, valuable, and able to withstand shocks that are completely outside your control.    Over the last few weeks, I have seen several MSP owners lose large clients through no fault of their own. Long standing relationships, solid delivery, and good account management were all in place. Then a corporate buyout happened, private equity stepped in, and overnight the MSP was out. If you have ever experienced this, you know how gutting it feels. This is exactly why over-reliance on big clients is such a serious risk, even when everything appears to be going well.    We talk about risk all the time with our clients, cyber risk, security risk, operational risk. Yet many MSPs do not have a proper internal risk register that includes client concentration. If one client makes up more than fifteen to twenty percent of your revenue, that is a risk. If a handful of clients account for half of your income, that risk increases again. Over-reliance on big clients also impacts valuation in a big way. Buyers, banks, and investors all look closely at client concentration when assessing the strength of a business.    One of the traps I see MSPs fall into is assuming their biggest clients are their best clients. Size does not equal profitability. Often the largest clients are the noisiest, the most demanding, and the ones that introduce the most scope creep. Project work can hide this reality for a while, creating the illusion of strong performance, while margins quietly erode underneath. This is how over-reliance on big clients becomes both a financial and emotional burden.    Contracts are another major factor. Weak renewals, rolling monthly terms, and informal agreements leave you exposed when circumstances change. Strong contracts with clear notice periods, structured SLAs, and defined expectations protect both sides of the relationship. I have seen MSPs completely transform their resilience by moving clients onto longer term agreements, creating stability and confidence even in uncertain markets.    I also share practical steps you can take over the next ninety days to reduce over-reliance on big clients. This includes building a healthier pipeline so no single client dominates revenue, strengthening account management across your mid-tier clients, and intentionally growing those relationships instead of focusing all your attention on one whale account. Growth should never come at the cost of balance.    Diversification matters too. That might mean going deeper into a vertical you already serve, refining your niche, or improving the mix between recurring revenue and project work. Over-reliance on big clients often creeps in when project revenue masks a lack of predictable monthly income. The managed service model works best when recurring revenue is the foundation.    Pricing and packaging play a role here as well. Minimum standards, minimum security, and minimum value help ensure every client contributes fairly. When profitability improves, cash reserves improve, and cash gives you breathing space. It is not about comfort, it is about protection.    Finally, I talk about the importance of proper account management that does not sit solely with the owner. When relationships and value delivery are embedded into clear processes, the business becomes stronger and less dependent on any one person or client. This shift is critical if you want to scale with confidence and reduce over-reliance on big clients in a sustainable way.    I will leave you with a simple challenge. Review your top ten clients, look honestly at your concentration risk, and choose one action you can take in the next seven days to make your MSP safer, stronger, and more resilient. Over-reliance on big clients is not a failure. It is a signal. And with the right structure in place, it is a risk you can actively reduce.   Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon! 

In this episode of The IT Experts Podcast, I sit down with leadership coach Julie Hutchison to explore what it really takes to supercharge your MSP by growing future leaders from within your existing team. This is a topic that comes up time and time again with MSP owners who want to scale with confidence and stop being the bottleneck in their own business. The conversation is practical, honest, and rooted in what we see working every day inside The MSP Growth Hub.     I speak to many MSP owners who understand that leadership matters, yet feel unsure about what to do once they spot someone with potential. Growing future leaders is not about handing out titles or sending someone on a course and hoping it sticks. It is about creating the right environment where people can step up, build confidence, and perform in a way that supports the direction of the business.     Julie shares insights from the work she has been doing with multiple cohorts of future leaders inside The MSP Growth Hub. One thing becomes clear very quickly. Learning only works when it is applied. Information without implementation leads to frustration. Confidence grows when people are given space to practise, reflect, and talk through the real situations they face inside their MSP each week.     We spend time talking about the role of the business owner in this process. Growing future leaders does not mean stepping away or leaving people to figure it out alone. It means changing how you show up. As owners, we need to be clear on vision, expectations, and outcomes, while allowing future leaders the freedom to find their own way of delivering results. When the outcomes are clear and the guardrails are in place, leaders can act without fear of being micromanaged or overruled.     Another key theme is safety. When someone moves from a technical role into leadership, they are being asked to think and behave differently. They need room to make mistakes, have honest conversations, and understand the impact they have on others. Without a safe environment, confidence drops and progress slows. With the right support, growing future leaders becomes one of the most powerful drivers of performance, communication, and team engagement.     Julie introduces a simple analogy that really resonates. Future leaders need to be at least in the front passenger seat of the business. They understand where the business is going and help navigate the route. When owners constantly grab the wheel or dismiss input, those leaders slowly disengage and retreat. Growing future leaders requires trust, coaching, and a willingness to let go of doing everything your own way.     We also talk about mindset. Leadership is not about creating mini versions of yourself. It is about being clear on outcomes and allowing different styles and approaches to work. When owners focus on results rather than methods, leaders gain confidence and ownership. This shift is essential if your MSP is going to grow beyond your personal capacity.     Communication comes up repeatedly throughout the episode. Julie explains how leadership success often comes down to how conversations are handled. Understanding what drives people, approaching difficult conversations with confidence, and being willing to adjust your own behaviour has a direct impact on performance. When leaders change how they show up, the response from the team changes too.     This episode is a reminder that growing future leaders is one of the most valuable investments you can make as an MSP owner. It reduces pressure, increases resilience, and creates a business that can scale with confidence. With the right structure, support, and mindset, leadership development becomes a strategic advantage rather than a risk.     Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

In this episode of The IT Experts Podcast, we dig into why building a real Sales Run Rate is one of the most important disciplines an MSP can put in place if it wants predictable, sustainable growth. Too many MSPs set big revenue goals without ever breaking them down into something tangible, measurable, or shared across the team. This conversation is about changing that pattern and replacing hope with clarity.     I am joined by Stuart Warwick to explore why Sales Run Rate often gets ignored, even though it sits at the centre of confident decision making. Many MSP owners talk about wanting to reach one million or two and a half million in revenue, yet very few can clearly explain what needs to happen month by month to get there. Without a Sales Run Rate, goals remain emotional and aspirational rather than practical and achievable.     The discussion opens by addressing a common frustration. MSPs are busy. They are deep in delivery, firefighting, and client work, which means long term planning often gets pushed aside. Sales Run Rate forces you to stop, step back, and look at the building blocks that sit underneath growth. When you understand what revenue needs to be added each month, each week, and even each day, the mountain suddenly feels climbable.     Stuart explains that Sales Run Rate is not about chasing endless new logos. It is about understanding all the components that make up growth. New business plays a part, yet so does revenue from existing clients, projects, hardware refreshes, and improved account management. When MSPs break their numbers down properly, they often realise that a large percentage of growth is already happening inside the client base they have today.     A key theme in the episode is confidence in numbers. Many MSP owners avoid their financials because they feel overwhelming or unclear. Sales Run Rate connects sales activity directly to budgets, forecasts, and real outcomes. Once the numbers make sense, confidence grows. With confidence comes better decisions, whether that is hiring, investing in systems, or planning for the future.     The conversation also highlights the power of involving the whole team. Sales Run Rate is not owned by one person. When the goal is broken down and shared, support teams, engineers, and account managers can all see how their daily actions contribute. Listening for opportunities, asking better questions, and helping clients make informed decisions becomes part of normal service delivery rather than something labelled as selling.     We also talk about how this shift changes culture. Sales stops being a dirty word and starts becoming a shared responsibility rooted in helping clients get the most from technology. When teams understand the impact of small actions repeated consistently, momentum builds. Progress becomes visible, measurable, and something worth celebrating each month.     The episode also touches on long term outcomes. A clear Sales Run Rate supports healthier margins, stronger service delivery, and a more valuable business. MSPs that understand their numbers are better positioned to reduce risk, diversify revenue, and prepare for eventual exit if that is part of their plan. Growth stops being accidental and starts becoming intentional.     This conversation is a reminder that Sales Run Rate does not need to be complex. It needs to be visible, realistic, and reviewed regularly. When MSP owners take the time to break goals down, communicate them clearly, and review progress with the team, growth stops feeling like guesswork and starts feeling manageable.     If you want to take control of your growth rather than hoping for it, this episode will help you rethink how you approach revenue, planning, and team involvement. Sales Run Rate is not about pressure. It is about clarity, rhythm, and building a business that works for you.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.  Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK  And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!  

In this episode of The IT Experts Podcast, I sit down with Dan Wensley, CEO of GTIA, to go under the hood of an organisation that plays a far bigger role in our industry than many MSPs realise. This conversation is about community, leadership, and why staying connected to the wider channel is no longer optional if you want to build a business that lasts.     Dan Wensley brings over 30 years of experience across the IT services industry, and that depth shows throughout the discussion. We talk about his journey through the channel, from the early reseller days, through solution providers, and into the managed services world most of us operate in today. What stood out for me is how clearly Dan connects those past transitions with what MSPs are facing right now. This is not theory. It is perspective earned through lived experience.     A big part of our conversation centres on GTIA itself. Dan Wensley explains what the Global Technology Industry Association really is, why it exists, and how it supports MSPs around the world. What makes GTIA different is its position as a non-profit, member focused organisation. There is no product to sell and no commercial agenda to push. Instead, the focus is on research, education, and providing a neutral space where MSPs, vendors, and industry leaders can come together and learn from each other.     We spend time talking about community and why it matters so much in this industry. I have always believed the MSP channel is unique in its willingness to share, collaborate, and support one another, and Dan reinforces this from a global perspective. The MSPs who succeed are rarely the ones trying to figure everything out on their own. They are the ones who stay curious, ask questions, and learn alongside their peers. GTIA exists to enable exactly that, without bias and without noise.     Another theme that came up strongly is time. Many MSP owners tell me they are too busy to attend events or get involved in industry groups. Dan Wensley understands that pressure and challenges the idea that education is something you can put off. With the pace of change accelerating, especially with AI now influencing every part of the channel, staying informed has become part of the job. Dan makes it clear that learning does not only happen on a stage. It happens through conversations, shared insight, and exposure to different ways of thinking.     We also talk about the future shape of the MSP model. Dan Wensley shares his view that customer success will be the defining factor moving forward. MSPs who focus on outcomes rather than tools, and who sit alongside their clients as true partners, will be the ones who stand out. Asking customers what success looks like and then delivering against that consistently is still the most reliable way to build trust and long-term relationships.     Risk and change naturally come up in the conversation. Drawing on lessons from earlier industry shifts, Dan Wensley talks about the importance of defining the path, not only the destination. Too many MSPs aim for the end state without thinking through the steps needed to get there. Whether it is AI, security, or operational change, progress comes from doing the right things in the right order.     We also touch on the GTIA Foundation and the role it plays in giving back. Dan shares how member led philanthropy allows GTIA to support education, access to technology, and community initiatives worldwide. It is a reminder that this industry has an opportunity to make a meaningful impact beyond commercial success.     This episode is ultimately about staying connected. Dan Wensley leaves us with a clear message. Stay inquisitive. Stay educated. Stay involved. For MSP owners who want to build resilient businesses and remain relevant in a fast-moving market, this conversation offers both reassurance and direction.   Connect with Dan Wensley through his LinkedIn by clicking HERE.    You can also visit their website and learn more about GTIA by clicking HERE.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

In this episode of The IT Experts Podcast, we focus on one clear outcome, helping you build a practical MSP growth plan for 2026 in the next 30 minutes. Stuart and I recorded this right at the start of the year because this is the moment when MSP owners finally get space to think. Not space to dream or hope, although to decide. The goal of this conversation is simple, to replace short lived motivation with real momentum through structure, clarity, and commitment.    At the start of every new year, it is easy to feel energised. New year, new goals, new intentions. The problem is that motivation fades quickly once the pressure returns. What actually carries you forward is momentum, and momentum only exists when there is substance behind it. A strong MSP growth plan gives that substance. Without it, you risk repeating the same patterns and getting the same results, even when your ambition is higher.    We see this every December. MSP owners tell us they are not doing another year like the last one. They have had time over Christmas to reflect while walking the dog, spending time with family, or stepping away from the noise of the business. That reflection is valuable, although only if it leads somewhere. An MSP growth plan turns reflection into action and gives you a clear direction instead of frustration.    The first step we talk through is getting clear on the destination. We encourage you to define what success really looks like three to five years from now. Not in vague terms, although in practical ones. What role do you want to play in the business. How involved do you want to be day to day. What values do you want the business to stand for as it grows. When this is clear, decisions become easier and distractions lose their pull. Your MSP growth plan needs a destination before it can define a route.    From there, we move into structure. The structure that got you here will not get you where you want to go next. That includes your role, your team, and how accountability works. Many MSP owners stay trapped in technical delivery long after the business needs them elsewhere. A proper MSP growth plan forces you to look honestly at where you add the most value and what needs to change to remove you as the bottleneck.    We also talk about investing ahead of growth. Waiting until things feel comfortable often keeps you stuck. Progress comes from deliberate decisions, not from hoping things will improve. Bringing in the right people, especially experienced technical or leadership hires, creates the space you need to focus on higher value work. This is how growth becomes intentional rather than accidental.    Sales, marketing, and account management play a central role in any MSP growth plan. High performing MSPs understand that trust takes time to build. Consistency matters more than bursts of activity. Getting clear on your target market, showing up regularly, and having proper conversations with existing clients unlocks both new opportunities and hidden value that already exists in your business.    Accountability is the final piece. A plan without measurement will drift. We talk openly in this episode about the need for clear expectations, meaningful numbers, and regular review rhythms. This applies to your team and to you as the owner. External accountability keeps you moving forward when energy dips and distractions creep back in. Momentum is protected when someone is there to challenge you and keep you aligned to the plan.    We close the episode by reminding you that growth should feel energising. When structure replaces chaos, teams become more engaged, confidence increases, and the numbers start to reflect the progress you are making. A well-built MSP growth plan creates sustainable progress that supports the business and the life you want it to fund.    If you want help applying this properly, we are running a live working session on February designed to help you build your MSP growth plan step by step, with clarity you can use immediately. You can register for the session HERE.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon! 

In this episode of The IT Experts Podcast, I dig into one of the most misunderstood leadership habits inside MSPs, the one to one. I am joined by Julie Hutchinson, and together we explore why MSP 1:1s so often feel heavy, awkward, or avoidable, and what is really going on beneath the surface when leaders say they do not have time for them. This conversation is about stripping away complexity and bringing the focus back to clarity, trust, and leadership rhythm inside growing MSPs.     I speak to MSP owners and leaders every week who know that MSP 1:1s matter. They understand the theory. They know they should be happening regularly. Yet in practice, these meetings are often the first thing to be cancelled, rushed, or turned into task updates that add little value. Julie and I unpack why this happens so often. It is rarely a diary problem. More often it comes down to discomfort, uncertainty, and a lack of structure. When leaders are unsure what good looks like, avoidance quickly becomes the default.     Throughout the episode, I come back to a simple truth. MSP 1:1s are not about tasks. They are about people. When leaders turn one to ones into performance interrogations or reactive problem-solving sessions, trust slowly erodes. Team members become guarded. Leaders feel drained. The meeting becomes something to get through rather than something that creates progress. Julie shares how this shows up again and again in MSPs where growth has outpaced leadership capability, leaving managers unsure how to hold effective people conversations.     I also share why MSP 1:1s work best when they are treated as a leadership habit rather than a management tool. Consistency matters more than perfection. A regular rhythm creates psychological safety. Over time, people stop bracing themselves and start opening up. This is where real issues surface early, before they turn into disengagement, performance dips, or people quietly checking out. I see this constantly with MSPs who come to us thinking they have technical problems, when what they really have are unresolved people issues that better one to ones could have surfaced sooner.     A big part of the conversation is about ownership. Julie challenges the idea that leaders need to carry the entire meeting. Effective MSP 1:1s are a shared responsibility. When team members are encouraged to bring topics, reflect on their own progress, and talk openly about what they need, the dynamic shifts. The meeting becomes lighter, more focused, and far more productive. Leaders stop feeling like they are dragging information out of people and start having proper conversations instead.     We also talk openly about the emotional side of MSP 1:1s. Many leaders avoid them because they fear difficult conversations. I am very clear on this point. Avoiding these conversations does not remove the difficulty, it delays it. When feedback is withheld, frustration builds on both sides. When issues are named early, with care and clarity, relationships strengthen. The confidence to do this well comes from practice and from having a simple structure to lean on.     Another important insight we explore is that MSP 1:1s are not the place to fix everything. They are the place to notice patterns. I explain how leaders can listen for themes across multiple one to ones and then address systemic issues elsewhere, rather than trying to solve every problem in isolation. This reduces pressure on the meeting and helps leaders think more strategically about their teams and their business.     Julie also shares practical guidance on what good actually looks like. MSP 1:1s should feel human. They should create space for personal check in, professional development, and honest dialogue. When leaders show up with curiosity rather than judgement, trust grows naturally. Over time, these meetings become one of the strongest tools an MSP has for retaining good people, developing future leaders, and maintaining momentum through change.     We close the conversation with a reminder that leadership is learned through doing. Nobody starts out brilliant at MSP 1:1s. The leaders who improve are the ones who commit to the rhythm, reflect on what is working, and stay open to feedback themselves. When one to ones are done well, they stop being hard work and start becoming one of the most rewarding parts of leading an MSP.     If you want to strengthen your leadership rhythm and make MSP 1:1s simpler and more effective, this episode will give you clarity, reassurance, and practical next steps you can apply straight away.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon! 

In this episode of The IT Experts Podcast, Ian Luckett and Stuart Warwick sit down to share their Reflections of 2025, looking back on a year that has been full of growth, challenge, learning, and perspective. This is a candid and human conversation, where business lessons blend naturally with life lessons, offering MSP owners space to pause, reflect, and reset as another year comes to a close.     The conversation opens with a shared acknowledgement of how quickly the year has passed and how important it is to take time to reflect before rushing into planning the next chapter. These Reflections of 2025 are not about performance for the sake of it. They are about understanding what truly mattered, what created momentum, and what quietly drained energy along the way. Ian and Stuart explore the idea that businesses exist to serve life, not the other way around, and that clarity often comes from slowing down rather than pushing harder.     On a personal level, both hosts share openly about significant moments from the year. Stuart reflects on the long and emotional journey of moving house after many years, using it as a reminder that worthwhile outcomes often come with frustration, uncertainty, and moments where it feels easier to give up. The lesson is simple and powerful. If something feels right, staying with it and trusting the process often matters more than speed. These Reflections of 2025 highlight how resilience is built through lived experience, not theory.     Ian shares deeply personal insights around family, vision, and legacy. One of the most meaningful parts of his year has been the progress made toward creating an assisted living home for his son. What began as a vision shared with clients and peers has slowly taken shape through conversations, introductions, and aligned support. This journey reinforces a theme that runs throughout the episode. When you are clear on what matters and willing to speak it out loud, the right people often appear at the right time. Reflections of 2025 show that vision creates movement long before results are visible.     Professionally, the discussion turns to the evolution of The MSP Growth Hub and the lessons learned from working closely with MSP owners throughout the year. Ian reflects on how challenging sales and marketing have felt at times, particularly as buyer behaviour continues to shift. Funnels dried up during parts of the year, engagement patterns changed, and familiar tactics stopped delivering the same results. Rather than seeing this as failure, these Reflections of 2025 frame it as feedback. Listening more closely to clients, paying attention to how people are buying, and staying consistent with helpful content has proven more valuable than chasing quick wins.     Stuart shares his professional highlight of the year, which has been building greater scalability and resilience into the Growth Hub. Expanding the team, strengthening delivery frameworks, and creating clearer structures has allowed more MSPs to be supported without Ian and Stuart becoming bottlenecks. These Reflections of 2025 underline an important truth for MSP owners. Sustainable growth comes from systems, people, and rhythm, not heroic effort.     Both hosts speak about the privilege of watching clients grow not only in revenue, but in confidence, clarity, and leadership. Seeing MSP owners pay off debt, hire with confidence, improve cash flow, and regain control of their time has been one of the most rewarding outcomes of the year. These Reflections of 2025 remind listeners that numbers matter, though personal growth and resilience often come first.     The conversation also explores frustration. Ian and Stuart are honest about wanting to help more people and feeling impatient at times with the pace of impact. There is recognition that consistency matters deeply, whether in marketing, leadership, or personal health. Stopping and starting creates drag, while steady effort compounds quietly over time. Reflections of 2025 reinforce that progress rarely comes from dramatic change. It comes from repeated, intentional action.     Health and wellbeing feature strongly in the closing reflections. Stuart shares lessons learned from supporting family through illness and recovery, highlighting the importance of strength, resilience, and looking after yourself long before you need to. Ian echoes this, reflecting on how physical health underpins the ability to show up for family, business, and life. These Reflections of 2025 gently remind listeners that success without health is fragile.    As the episode closes, Ian and Stuart thank listeners for their continued support and trust. The podcast exists to help MSP owners feel less alone, gain clarity, and make better decisions. These Reflections of 2025 are an invitation to pause, take stock, and move forward with intention into the year ahead.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.  Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK  And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

I sat down with Cheryl Luckett, founder and principal designer of Dwell by Cheryl Interiors, for a much-needed round two—this time in person after a tech issue cut our first conversation short. Cheryl's story is a masterclass in the kind of disciplined pivot most people dream about but rarely execute.She grew up on the Mississippi Gulf Coast and built a successful corporate career as a registered dietitian at a Fortune 500 company in Charlotte. She was good at it—really good—but over time she couldn't shake the feeling that she was “faking the passion.” That honesty led her to explore a creative pull she'd felt for years, starting with a single design class at a community college. One class turned into a blog (launched January 1, 2012), which turned into real clients, and eventually a side business she couldn't ignore.What stood out most was how intentional she was about leaving corporate. Cheryl created “Project 36,” a 36-month exit strategy that gave her time to build savings, tighten her systems, level up her marketing, and mentally let go of “security” before taking the leap on December 30, 2016.We also dug into what makes her work different: the belief that a beautiful home is the baseline—the process is the luxury. She shared her “home build trinity” approach (builder, architect, interior designer) and why designers aren't just picking finishes—they're protecting the end vision of how a home will actually be lived in. And when we hit design trends, Cheryl kept it real: forget chasing what's “in.” Choose what you love, and you'll never be out of style.Dwell by Cheryl Interiorsdwellbycheryl.com---------------------------------------------------------------------------------------Lake Norman's #1 Podcast & Email NewsletterThe Best of LKNhttps://thebestoflkn.com/Hosted by:Jeff Hammwww.lknreal.comThanks to Safe harbor Peninsula Yacht Club for their support!Support the show

In this episode of The IT Experts Podcast I sit down with the brilliant Heather Macdonald-Alford from Counting Creators to explore how MSP owners can move from cash flow chaos to real clarity. This is a subject close to my heart because so many great MSPs work incredibly hard without truly understanding what their numbers are telling them. Heather Macdonald-Alford brings a level of honesty, energy and practical insight that cuts through the noise and helps owners see their finances in a completely fresh way.    As we open the conversation I share a view that I see often inside The MSP Growth Hub. Most MSP owners do not really have a finance problem, they have a visibility problem. They look at their bank balance and assume it reflects performance. They tell themselves the numbers will make more sense when they have more time. They hope that the year end will reveal something encouraging. Heather Macdonald-Alford explains how this pattern keeps people overwhelmed and how clarity is always closer than they think when they start looking at the right information.    Throughout the episode I hear again why so many MSPs believe they are doing well when the detail tells a different story. Heather Macdonald-Alford works with MSPs every day and sees the same issue repeating itself. Busy owners who care deeply about their clients still find they are undercharging, over delivering and carrying clients who take too much time for too little return. When she talks about profitability by service it becomes obvious why this is such a powerful starting point. When you know the true performance of each service, you can see instantly where the pressure sits and where value is being eroded. It changes the way you think about growth.    One of my favourite sections in this conversation is when we talk about time tracking. Many MSP owners treat it as a chore and some even resist it. I have seen this in my own clients and I know how quickly it can become a cultural issue. I share exactly how we approach it in our own business and Heather Macdonald-Alford reinforces the point with real clarity. Time tracking is not about checking up on people. It is about giving the business the insight it needs to make good decisions. When your team understand that it protects them as much as it protects the business the entire dynamic shifts.    We then explore the difference between profit and cash which is something that catches MSPs out repeatedly. I have had many conversations with owners who believe they have had a strong month then realise they have large commitments that sit outside the profit and loss. Heather Macdonald-Alford explains why so many owners look at the numbers mid-month, see more money than expected and start making decisions that create stress later on. She gives a clear and simple habit that every MSP can adopt straight away. Review your numbers to the most recently closed month. Not to date. Not part way through. Once that habit forms the risk of being blindsided drops dramatically.    There is also a moment where I offer a long overdue apology for a comment I once made about bookkeeping. I share openly that it was a mistake and Heather Macdonald-Alford brings both humour and depth to the correction. Bookkeeping is not a low value task. It is a growth lever. When the right people manage the numbers the business gains clarity, rhythm, and confidence. When the wrong people manage the numbers, the business loses visibility, and the owner loses control. Heather explains how to spot the difference and what good financial support should look like.    As we bring the episode to a close, I ask Heather Macdonald-Alford for the three actions she recommends every MSP owner takes. Her answers are simple and powerful. Block time every month to review your numbers. Ensure the right people are doing the right financial tasks. Be selective about events and ideas so you stay focused on the actions that genuinely move the business forward. These principles echo what we teach inside The MSP Growth Hub and they create structure around financial clarity that helps owners grow with confidence.    For any MSP owner who wants more control, more insight, and more confidence in their numbers, this episode will give you practical steps that you can use straight away. When you understand your numbers, you lead your business with greater certainty and you create a path that supports both growth and quality of life.   Connect with Heather Macdonald-Alford through her LinkedIn by clicking HERE.       You can also visit their website and learn more about Counting Creators by clicking HERE.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.  Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK  And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon! 

In this episode of The IT Experts Podcast we explore why transparency in leadership plays such an important role in creating a confident and high performing team inside your MSP. The conversation opens with the truth many owners recognise. Leaders often hold information close because they feel unsure about what to share. When you move from the early survival stage of running your MSP into a growth stage, you realise that the team need more clarity, more context, and a clear view of how the business works. This is where transparency in leadership becomes a genuine accelerator for engagement and performance.    Ian and Stuart explore the common fear that many owners experience when the subject of financial openness comes up. There is a feeling that people might judge you for the revenue or the bank balance or even assume you can offer pay rises every time numbers increase. When transparency in leadership is missing, the owner ends up carrying most of the weight alone. The team remain in the dark and make up their own stories about how the business is performing. When you introduce a simple rhythm of sharing the right information with the team, the atmosphere changes. People understand how the business works, why certain decisions are made and how their daily actions influence the results.    Stuart talks about how many MSPs begin with a lifestyle mindset and then evolve into a growth focused business. As this shift happens, the owner needs greater leverage across the team. The only way to create leverage is to help your people understand what they are contributing to. They do not need a detailed profit and loss. They need clarity. They need to understand the vision, the values, and the purpose of the business. They need to see how their role supports the goals of the company. Transparency in leadership helps them see that connection clearly.    A key point raised in the episode is the importance of education. You cannot walk into a Monday stand up and announce that you are suddenly talking about numbers. You ease the team into it. You tell the story of why the business exists and what it is there to deliver. You explain why profitability matters for job security, growth, bonuses, new equipment, and new opportunities. When you frame your message through a story rather than a spreadsheet, people lean in. Transparency in leadership creates a sense of belonging rather than pressure.    The conversation also highlights the practical side of sharing numbers. You pick three or four simple metrics that matter. These could be customer satisfaction scores, service gross margin, the value of monthly quotes raised by the service desk or age debtors. You then update the team regularly and show them how their work influences these figures. When people see progress, they feel motivated. When numbers slip, they understand where focus is needed. This rhythm of transparency in leadership builds accountability without creating fear.    Ian and Stuart share examples of how service desks often create thousands of pounds worth of quotes without recognising that they are contributing to sales. When you show them this, they sit up straighter because they realise they are part of something larger. That awareness strengthens culture, confidence, and teamwork. It also encourages healthier conversations about how projects deliver margin, how time is used, and where improvements can be made. Everything becomes lighter because the team understand what success looks like.    As the episode closes, the message becomes clear. If you hold all the numbers close, the business slows down. People guess what is important. They guess what success looks like. They guess what they should prioritise. That kind of guesswork never scales. When you embrace transparency in leadership, you gain momentum. You create clarity. You show people how they can help move the business forward. This opens the door for stronger culture, aligned behaviour, and a shared sense of progress.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.  Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK  And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

In this episode of The IT Experts Podcast, we explore one of the most common questions MSP owners face, how to charge more without losing clients. Ian is joined by Justin Neale from Value Alchemists, a specialist in value-based pricing who works closely with MSP leaders who want to increase margins, strengthen client loyalty and feel more confident about the prices they set. This conversation brings a welcome sense of clarity to a topic that often feels heavy for business owners, and it explains why price increases can become a natural and healthy part of running a modern MSP.    Ian and Justin Neale begin by unpacking the fear that stops many MSPs from reviewing their pricing. Many owners worry that even a small increase will shake client relationships or trigger a wave of cancellations. Justin Neale explains that this feeling is normal for business owners, although the reality is far calmer than the story they tell themselves. He highlights how remaining static with prices can damage credibility, weaken perceived value and make an MSP look like the budget option without ever intending to. He walks through the idea of the premium pricing paradox, a pattern he sees across the industry where higher prices often result in stronger client loyalty because the shift signals confidence, quality and leadership.   Ian and Justin take the discussion into the world of value. They explore why MSPs struggle to move away from selling deliverables and why so many owners feel attached to long lists of tools, subscriptions and platforms. Justin Neale explains that MSPs are experts in their craft, so they naturally focus on technology. Clients do not make decisions this way. Clients want outcomes, protection, time savings, security and clarity. When MSPs step back and look at what a client is really trying to achieve, the entire pricing conversation becomes simpler. The MSP begins to position a complete solution rather than a menu of choices, and the client feels understood rather than overwhelmed.    A key part of the episode focuses on confidence. Ian shares a story about belief and how vital it is for an MSP owner to feel certain that their service improves the lives of their clients. This leads to a powerful section in which Justin Neale explains how MSPs can build internal confidence by digging deeper into the value they already create. Many MSPs have clients who have scaled successfully, saved money, increased productivity or avoided significant risk because of the work done behind the scenes. When an MSP reconnects with these stories, they often gain the certainty they need to approach pricing with more structure and leadership.    The conversation then moves to practical action. Justin Neale introduces the idea of customer scoring, a method that removes emotion from pricing decisions and helps MSPs understand which clients value them most. By using a simple scoring model, MSP owners can identify the clients who love working with them, spot those who are price sensitive and plan price increases with confidence. The aim is never to keep every client forever. The aim is to build a client base that aligns with the service, values and direction of the business. Healthy attrition is part of this process, and both Ian and Justin reinforce that stronger clients create stronger margins, which in turn create more stable and meaningful long-term relationships.    Ian and Justin then explore how client journeys shape value. Many MSPs operate in a reactive cycle where they solve issues as they arise. Justin Neale encourages owners to look at the complete customer journey and identify patterns that signal a deeper problem or a chance to improve the client experience. When MSPs understand the journey from the client's perspective, they make better decisions, improve service flow and create opportunities to add value without increasing workload. This mindset also helps owners feel more comfortable with premium positioning because the service becomes clearly aligned with outcomes.    The episode rounds off with a practical summary. The message is clear. MSPs who want to charge more need to stop selling lists and start selling outcomes. They need a pricing rhythm that feels calm, confident and predictable. They need to understand their ideal clients and build their service around the problems they can solve. And above all, they need the courage to lead the conversation on value rather than waiting for clients to raise it.    Ian closes the show with the reminder that every MSP can take steps to increase margins without creating disruption when they approach pricing with confidence, clarity and a focus on outcomes. With guidance from experts like Justin Neale, the path becomes much clearer and far more achievable.   Connect with Justin Neale through his LinkedIn by clicking HERE.       You can also visit their website and learn more about Value Alchemists by clicking HERE.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.  Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK  And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon! 

On the 492nd episode of Piecing It Together, we are LIVE at Downtown Cinemas in Las Vegas to talk about SISU: ROAD TO REVENGE! I'm joined by Jake Gonzalez, Chase Gifford and Carolyn Luckett to talk about this over the top action sequel. Puzzle pieces include Mad Max Fury Road, Death Wish, Indiana Jones and First Blood.As always, SPOILER ALERT for Sisu: Road To Revenge and the movies we discuss!Written by Jalmari HelanderDirected by Jalmari HelanderStarring Jorma Tommila, Stephen Lang, Richard BrakeSony / Screen GemsChase Gifford is a film critic and lead writer for Nerd Alert.Check out Nerd Alert at https://www.nerdalert.world/And Follow Chase on Instagram @nerdalertchaseJake Gonzalez is a film critic and 17 year old cinephile.Check out Jake's writing on Letterboxd at https://boxd.it/3g50PAnd follow Speaking On Flicks on Instagram @speakingonflicksCarolyn Noel Luckett is a comedian and producer.Follow Carolyn on Instagram @carolyn767 and on Tiktok @crabbylionladyMy latest David Rosen album MISSING PIECES: 2018-2024 is a compilation album that fills in the gaps in unreleased music made during the sessions for 2018's A Different Kind Of Dream, 2020's David Rosen, 2022's MORE CONTENT and 2025's upcoming And Other Unexplained Phenomena. Find it on Bandcamp, Apple Music, Spotify and everywhere else you can find music.You can also find more about all of my music on my website https://www.bydavidrosen.comMy latest music video is “Shaking" which you can watch at https://www.youtube.com/watch?v=wzm8s4nuqlAThe song at the end of the episode is "Power" from my album MORE CONTENT.Make sure to “Like” Piecing It Together on Facebook at http://www.facebook.com/PiecingPodAnd “Follow” us on Twitter @PiecingPodAnd Join the Conversation in our Facebook Group, Piecing It Together – A Movie Discussion Group.And check out https://www.piecingpod.com for more about our show!And if you want to SUPPORT THE SHOW, you can now sign up for our Patreon at https://www.patreon.com/bydavidrosenYou can also support the show by checking out our Dashery store to buy shirts and more...

In this episode of The IT Experts Podcast, Ian Luckett and Stuart Warwick explore why getting to "no" faster strengthens the way you grow your business. This conversation brings real clarity to the habits that shape confident decision making, especially when you want to build a cleaner and more focused MSP sales pipeline. You will hear why many owners feel weighed down by slow moving leads, how that drains energy, and how simple shifts in the way you qualify can transform the shape of your growth rhythm.    Ian and Stuart open with a truth that every MSP will recognise. Sales always sounds simple from the outside, yet the reality feels very different when you are the one carrying the pressure. The MSP sales pipeline often feels full, although most owners know it is filled with names that are unlikely to convert. The desire to keep every lead alive comes from a natural fear of scarcity. When you have a smaller base of clients, each opportunity feels precious. The irony is that this mindset creates friction and slows you down, because you spend time speaking to the wrong people for too long. Ian and Stuart talk about the emotional weight of this and how freeing it can be when you learn to release poor fits earlier.    Stuart shares a story from early in his career which shaped the way he thinks about conversations. He describes reading every sales book he could find and learning one lesson that has stayed with him for decades. The quicker you reach a clear decision, the easier sales becomes. When someone is not the right fit, the next suitable opportunity is already on its way. The MSP sales pipeline becomes stronger when you remove those who do not align with your pricing, your standards or your approach. This mindset gives owners permission to be open, direct, and decisive. It also removes the fear of missing out, because clarity creates space for better prospects.    The conversation moves to confidence. Both hosts explain how confidence is one of the most attractive qualities in any sales process. Prospects want an expert who stands tall, explains things clearly and leads with structure. Ian talks about how this shows up at events and networking conversations. When you know your value, you ask better questions and you guide the discussion in a way that respects your time and theirs. The MSP sales pipeline works best when you feel comfortable enough to ask whether the person in front of you is a right fit now, rather than keeping them in the wings hoping they return one day.     Scripts and prepared questions play a powerful role here. Ian and Stuart highlight how simple prompts can uncover intent quickly. Asking whether something is a now decision or a later decision helps you avoid months of soft chasing. Many MSP owners avoid clarity because they fear hearing something they do not want to hear. Ian compares this to checking your financials. You may feel anxious about seeing the detail, although seeing the truth always helps you make stronger decisions. The MSP sales pipeline becomes healthier when you know where each conversation sits.    The episode also explores how targeting sharpens every stage of sales. When you understand your ideal client profile, you know who you serve best and why. This shapes your questions, your positioning and your confidence. Stuart talks about specialists who focus on accountants or professional services and how this improves every conversation. When your targeting is precise, you get to yes faster without forcing anything. The MSP sales pipeline fills with people who already understand your relevance, which shortens the sales cycle and lifts conversion rates.    Toward the end of the episode, both hosts underline the importance of consistency. When you have a steady rhythm of leads, qualification feels lighter. You feel less attached to every single conversation. This freedom helps you sound clearer, gain trust, and hold stronger boundaries. You say no with ease when someone is not right. This shapes a high-quality MSP sales pipeline that contains engaged prospects who value your advice and want to move forward.    This episode equips you with a practical and confidence building way of thinking about sales. It encourages you to take control, ask better questions, and give your future clients the experience they need from the moment they meet you. When you embrace this approach, you create clarity, shorten your sales cycle and grow with far more ease.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.  Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK  And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

On the 491st episode of Piecing It Together, we are LIVE from Maya Cinemas in Las Vegas with Steven Hughes, Anthony Elias and Carolyn Luckett to talk about The Running Man! This new take on the classic story is directed by Edgar Wright, stars Glen Powell and is a blast. Puzzle pieces include Idiocracy, The Truman Show, Die Hard and Hard Boiled.As always, SPOILER ALERT for The Running Man and the movies we discuss!Written by Edgar Wright and Michael BacallDirected by Edgar WrightStarring Glen Powell, Lee Pace, Josh Brolin, Colman DomingoParamountAnthony Giovanni Elias is an actor and martial artist.Check out his action reel at https://vimeo.com/893008724And follow him on Instagram @welcometothenewageCarolyn Noel Luckett is a comedian and producer.Follow Carolyn on Instagram @carolyn767 and on Tiktok @crabbylionladySteven Hughes is a film fan and listener of the Piecing It TogetherPodcast.Follow him on Instagram @stevenhug27My latest David Rosen album MISSING PIECES: 2018-2024 is a compilation album that fills in the gaps in unreleased music made during the sessions for 2018's A Different Kind Of Dream, 2020's David Rosen, 2022's MORE CONTENT and 2025's upcoming And Other Unexplained Phenomena. Find it on Bandcamp, Apple Music, Spotify and everywhere else you can find music.You can also find more about all of my music on my website https://www.bydavidrosen.comMy latest music video is “Shaking" which you can watch at https://www.youtube.com/watch?v=wzm8s4nuqlAThe song at the end of the episode is "Runnin'" from The Pup Pups! get your pet included on the bonus song for the new album by getting to https://thepuppups.bandcamp.com TODAY!Make sure to “Like” Piecing It Together on Facebook at http://www.facebook.com/PiecingPodAnd “Follow” us on Twitter @PiecingPodAnd Join the Conversation in our Facebook Group, Piecing It Together – A Movie Discussion Group.And check out https://www.piecingpod.com for more about our show!And if you want to SUPPORT THE SHOW, you can now sign up for our Patreon at https://www.patreon.com/bydavidrosenYou can also support the show by checking out our Dashery store to buy shirts and more featuring Piecing It Together logos, movie designs, and artwork for my various music...

In this episode of the IT Experts Podcast, I sit down with the brilliant Marcus Sheridan to unpack one of the biggest questions on every MSP owners mind how to attract endless customers into your MSP in a world that has completely changed the way it buys. This conversation is all about practical action. Marcus and I explore what is really going on in the heads of your buyers, why they now arrive eighty percent of the way through their buying journey before they ever speak to you, and how you can position your MSP as the firm that AI tools and humans are both recommending. If you are serious about growth and you want to understand how The MSP Growth Hub thinking lines up with the They Ask You Answer and Endless Customers approach, this episode will keep you thinking for a very long time.    Marcus starts by calling out what most MSP owners already feel, even if they have not put words to it. Your prospects are now digital first buyers. They want to feel informed, confident, and in control long before they ever book a call. They research on their own, they consume content at volume, they use AI tools, and they are desperate to avoid making a poor decision. The key insight is simple. You need to win the eighty percent of the journey that happens before the contact form. If that learning happens on someone else's site, or inside someone else's content, then that other provider will gain first contact, first conversation and very often the client. At The MSP Growth Hub we see this play out all the time when owners tell us that new clients feel like they already know us, because they have listened to the podcast, downloaded the Ultimate MSP Growth Guide, or spent time inside our content before any sales conversation takes place.    From there Marcus shares the five subjects that every serious buyer researches and that very few MSPs address clearly enough. Pricing and costs, problems and fears, comparisons, reviews including the negative ones, and who is the best at solving a particular problem. Every time a business leader searches for things like best MSP for professional services or reviews of local IT providers, AI and search tools are looking for helpful, honest content that actually answers the question. The MSP Growth Hub approach lines up with this perfectly. Your content has one main job. It needs to educate, de-risk and build trust. We spend time in the episode on the topic that makes most MSPs uncomfortable, the money conversation. Marcus explains that the first question any buyer has is roughly what is this going to cost and that this question acts as the gateway to the rest of the journey. When a website hides pricing, visitors feel frustrated, click away within seconds and carry on searching until they find a provider who will help them understand the drivers of cost and value. That insight alone, if applied with a bit of courage, can transform how your MSP generates leads.    Marcus then shares examples from his own swimming pool company, where a single pricing article that explained what affects the cost of a pool, without giving a rigid one size fits all number, has generated tens of millions in revenue. The lesson for MSPs is clear. You do not need to publish a fixed price list for everything, you need to educate. Explain what drives the investment up or down, why some providers appear cheaper, why others charge more, and what a typical client might expect over the life of the relationship. When you do this openly, you stop commoditising your services, because somebody who reads that kind of content now understands value properly. Tools like pricing estimators and self-service assessments are going to become standard in the MSP space. Marcus talks about how adding a pricing estimator to a site can multiply inbound leads and why early adopters in our industry will gain a massive advantage before this becomes normal. Inside The MSP Growth Hub, we are already seeing appetite from MSP owners to build these types of tools into their marketing and sales funnels, as they realise that buyers expect to get useful answers without needing a call every time.    We also explore how AI will shape who is recommended and who gets ignored. For years the game has been about keeping Google and the human buyer happy. Now AI tools are becoming the layer that sits between the question and the supplier. If your MSP is not producing clear, honest, useful content that addresses the real questions buyers are asking, there is a risk that AI simply does not see you as the expert to recommend. Marcus shares a practical tool at aitrustsignals.com that scores how likely AI is to recommend you, and this lines up perfectly with The MSP Growth Hub philosophy that your digital presence is no longer optional. It is a core asset in your valuation and your growth plan.    For MSP owners who feel overwhelmed at the thought of producing content, Marcus strips away the complexity. He explains how his custom tools inside ChatGPT can generate powerful customer focused titles for your blogs and videos and then gives a very simple rhythm. Take one title a day, pull out your phone, open with a natural question that your client would ask, and answer it in the same way you would if you were sitting with them in a cafe. One take, no over editing, then hand it to someone who can upload and post it across your platforms. Ten minutes a day used in this way can position you as a trusted voice in your niche. At The MSP Growth Hub we are always reminding clients that they do not need television studio production to build trust. They need consistency, clarity, and a focus on the questions that actually keep their clients awake at night.     We round off the conversation by talking about team involvement and the link between content, sales, and leadership. Marcus reinforces a message that we share regularly inside The MSP Growth Hub. Everyone in the business is part of sales and marketing. Subject matter experts on the service desk, in projects, security and account management all hold knowledge that your buyers need to see and hear. A simple monthly rhythm where marketing interview these experts, record short sessions, and turn them into articles, videos, and posts can transform your authority in the market. We also touch on the health of sales cultures in MSPs and why regular sales training, strong discovery skills, and a consultative approach will always matter, even as AI and self-service tools advance.    If you want to take the ideas from this episode and apply them to your own MSP, The MSP Growth Hub has a suite of resources designed to help you build trust, educate your market and generate more of the right leads. Start by grabbing the Ultimate MSP Growth Guide which helps you decide what type of support you need and when. Then take the MSP Mastery quiz which will give you a rapid scan of your business and highlight the one or two areas that will unlock more time, more engaged people, and more high-quality opportunities. As Marcus says in the show, your responsibility as an owner is to stay forward thinking, lean into these changes and lead your market rather than sit on the sidelines.    You can connect with Nicola Moss on her LinkedIn HERE.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.  Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK  And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

In this episode of the IT Experts Podcast, we explore why so many MSPs hit a ceiling when it comes to growth and how shifting your marketing mindset from activity to strategy can unlock the next level of success.  I'm joined by THE Nicola Moss, a seasoned marketing leader and founder of The Fractional Marketeer, who works with MSPs to bring structure, credibility and clear direction to their marketing efforts. Nicola has spent years leading marketing functions inside MSPs, so she knows first-hand the challenges that owners face when they try to move from tactical marketing, emails, webinars, and social posts to a true strategic approach that builds long-term business value.  At The MSP Growth Hub, we see this all the time. Many owners tell us they are doing "some marketing" but feel it's not getting traction. They're sending emails, posting online, maybe running the odd event, but it all feels disconnected. Nicola explained that this is where most MSPs sit for far too long, often because marketing isn't their happy place. It feels complicated, time-consuming, and expensive. But as Nicola reminded us, what got you here won't get you there. The habits that got an MSP to a few million in revenue are rarely the ones that will take it beyond that point. To grow, you need to think differently.  Nicola talked about the moment when MSPs start to realise they need a more cohesive approach. That's when things start to feel messy. There's often a marketing assistant, a digital agency, maybe a salesperson, but no one is joining the dots. It becomes fragmented, and without a guiding hand, you end up with activity without impact. This is where having a clear marketing strategy connected directly to your business goals becomes essential.  At The MSP Growth Hub, we help MSPs connect the dots between their commercial plan and their marketing focus. Nicola shared that one of the biggest mindset shifts for MSPs is to start viewing marketing not just as lead generation, but as a way of building transferable value. She made the point that every MSP will eventually exit their business, whether through sale or succession, and that marketing has a direct influence on valuation. A well-defined brand, a consistent message, and clear differentiation all make the business more attractive to both clients and buyers.  We also explored the question of what an effective marketing team should look like. Nicola explained that in smaller MSPs, marketing often starts with an outsourced agency or a junior hire handling basic digital tasks. But as the business grows, it becomes important to have someone internal who understands the company, its values and its customers. Eventually, that person needs strategic guidance to connect all the moving parts: sales, operations, and growth priorities. This is where bringing in a fractional CMO or senior marketing lead can make a huge difference.  At The MSP Growth Hub, we often encourage MSPs to grow their own internal marketing resource but to support them with strategic oversight. Nicola's experience as a fractional CMO mirrors this. She shared how her clients benefit from having someone who isn't just managing an agency but is actually embedded in the business, aligning marketing to outcomes such as revenue growth, client retention, and brand credibility.  A major part of the discussion was about measurement. Marketing can feel hard to measure, especially when some activities build awareness and trust over time. Nicola acknowledged that not everything can be tracked to a spreadsheet, but revenue growth, margin contribution, and progress against the business plan are strong indicators that marketing is doing its job. She also pointed out that marketing and sales should share the same growth targets. Success comes when both teams work together, not in silos.  Another powerful insight came when we talked about the middle of the funnel: the stage between awareness and conversion. Many MSPs are active at the top of the funnel, creating blogs or posting on LinkedIn, and they get referrals at the bottom, but there's a big gap in the middle. Nicola explained that this is where educational webinars, customer advocacy, and community engagement play a huge role. Case studies, client stories and thought leadership all help to build trust and credibility before a sales conversation even begins.   As we wrapped up, Nicola left us with an important reminder. Marketing isn't a nice-to-have. It requires investment, consistency and strategic thinking. The MSPs that succeed are those that move beyond scattergun activity and focus their marketing around clear objectives that support the overall business plan. When marketing, sales and leadership are aligned, growth becomes predictable and sustainable.  At The MSP Growth Hub, we see this shift in action every day. The MSPs that take a more strategic view of their marketing see stronger lead flow, better client retention and ultimately higher valuations when it's time to sell or seek investment. Nicola's insights show that this level of clarity doesn't come from doing more, it comes from thinking smarter, aligning your message with your market, and building a marketing function that truly drives the business forward.  If you're ready to step back and look at your marketing through a more strategic lens, this episode with Nicola Moss is one you won't want to miss. It's a reminder that sustainable growth starts with focus, alignment, and a plan that connects marketing directly to your MSP's long-term goals. You can connect with Nicola Moss on her LinkedIn HERE.  Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.  Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK  And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

In this episode of the IT Experts Podcast, I sat down with the brilliant Fiona Challis to separate reality from the noise and give MSP owners a practical route to value. We opened with a simple viewpoint. AI is not a magic fix and it is not a toy to chase. It becomes powerful when it sits on top of clear processes, clean data, and a focused plan.     That theme runs through the whole conversation with Fiona Challis, who has spent recent years enabling partners around enterprise AI and then translating that experience for the MSP world. The result is a set of grounded lessons that help you create capacity, improve client experience, and grow revenue without creating chaos.    We began with the service desk, because it is where most MSPs feel the pain. Fiona Challis drew a helpful line between automation and AI. Many teams still have a backlog of simple automations available inside the tools they already pay for. Tidy those first to free time and reduce firefighting. Once the ground is set, AI can handle a large slice of tier one demand through voice agents and smart triage. A well-trained voice agent can answer calls, qualify the user, create a ticket with the right context, and get it to the correct queue. That single move lowers the noise floor and gives engineers the space to do higher value work. The critical point is that none of this works without basic workflows, decent documentation, and accurate data. Garbage in leads to poor outcomes. A little discipline in process creates a lot of value once you layer in AI.    Sales and marketing came next. Many MSP owners dislike this part of the job and often push it to the bottom of the to do list. AI can carry a heavy load here when used thoughtfully. Fiona Challis explained how an AI SDR can answer inbound calls at all hours, qualify interest, book meetings straight into your calendar, and route non buyers to relevant assets that nurture interest. That removes delay and prevents lead leakage. On outbound and account development, an AI analyst agent can sweep your CRM and contracts to surface missed opportunities across your existing base. We discussed one real world example where this activity revealed more than six hundred thousand pounds of potential from accounts that were already paying the MSP. That kind of return changes the shape of the quarter and gives your team a clear priority list.    Tool choice came up, and we gave a steer that saves time. Do not buy software based on headline price. Measure tools by the hours they give back, the improvement in client experience, and how they help your team perform. Money can be earned again. Time cannot. If one platform removes half of your tier one traffic or cuts proposal cycle time in half, that platform pays for itself many times over.     We then tackled client offerings, with a special focus on Microsoft Copilot. Many MSPs sell the licence and stop there, which leaves clients confused and creates security risk from ad hoc use of multiple AI tools. The fix is simple and valuable. Adopt Copilot inside your own MSP first and create one or two internal champions. Capture the time saved and the outcomes you achieve. Lead with those use cases in your conversations. Follow that with a paid AI or Copilot readiness assessment that checks data hygiene, permissions, workflows, and change readiness.    Fiona Challis has seen MSPs charge meaningfully for this assessment, then package remedial work to clean data, lock down access, and prepare the environment. Once the foundations are set, run a 30-day adoption pilot that targets a visible quick win, like meeting summaries with actions, agent setup for routine tasks, or document drafting for proposals. After the pilot, move into an acceleration phase that adds leaderboards, prompt packs, training rhythms, and light gamification to drive real adoption. The message is simple. You are not selling a licence. You are guiding a transformation that raises productivity, revenue, and experience for users and clients.    A question many owners ask is who delivers all of this. The pathway is not heavy. Your AI SDR filters interest and books the right conversations. Your internal champions run the readiness assessment with a clear checklist. Your engineers deliver the remediation as projects with defined outcomes. Your client success rhythm then tracks adoption and wins. That repeatable sequence turns Copilot from an unprofitable add on into a profitable solution stack that protects your base and attracts buyers who value progress.    Throughout the episode, Fiona Challis emphasised a steady cadence. Create a two-year roadmap across four quadrants, service operations, sales, marketing, and client offerings. Pick one quick win every 30 to 90 days. Implement, measure, and move to the next win. That rhythm stops the noise, builds confidence, and compounds results. It also positions you as a managed AI provider in the eyes of your clients. You become the partner who assesses readiness, remediates risk, aligns workflow, and accelerates adoption with measurable impact.    AI becomes a growth engine when it sits on top of simple process, clean data, and a plan your team can follow. Start inside your business. Automate what you can. Deploy AI where it makes a dent in time and quality. Use AI to make sales and marketing consistent so that your calendar fills with qualified meetings. Become your own best Copilot case study, sell the readiness assessment, deliver the remediation, and lead a visible 30-day pilot that wins hearts and minds. Keep going with an acceleration pack that keeps adoption rising every week. That is the path to scale with confidence.  You can connect with Fiona Challis on her LinkedIn HERE.  Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.  Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK  And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!     

Designer, educator, and all-around powerhouse Cheryl Luckett joins Rebecca to share how she went from a full-time corporate career to running Dwell by Cheryl Interiors...without burning everything down to start over. She walks us through her intentional 36-month exit plan, how she built her audience through blogging and Instagram back in 2012, and why consistency online still matters for designers in 2025. Cheryl also talks about pivoting into more construction/new build work and the power of in-person networking. In this episode: Growing your design business while you're still employed Creating your own exit timeline (not someone else's) Building a digital footprint that attracts your ideal clients Staying consistent when business is slow Why there's no "one thing" that makes a design business successful Connect with Cheryl: @dwellbycheryl | dwellbycheryl.com Rate, review, and follow the show so more designers can find it! Download our Free Resources ➡️ Pre-qualify your clients with my Discovery Call Script ➡️ Looking for a quick infusion of cash? Grab my 4 easy ways of increasing your revenue Looking to elevate your business? Learn more about our courses ➡️ Want the complete blueprint to calculate your design fee with confidence and ease? Learn more about my Pricing with Confidence course ➡️ Want to be the first to know when Power of Process is returning? Click to learn more about the business blueprint for interior design firm owners. ➡️Want to be the first to know when the next episode drops? Don't forget to SUBSCRIBE to the Resilient by Design Podcast wherever you listen to podcasts!

Ian begins by reflecting on how mindset shapes outcomes. He shares how his own transformation began during long commutes to Heathrow Airport years ago, when he discovered the power of self-belief through learning from leaders like Tony Robbins. That journey sparked a shift in perspective, from being an employee to building a business owner mindset. The lesson is simple but profound: your body listens to what your mind tells it. If you believe you can achieve something, you probably will. If you believe you cannot, that becomes your reality too. Many MSP owners, as Ian points out, didn't plan to become business leaders. Most began as technicians who happened to grow into ownership. They excel at problem-solving for clients but often struggle to apply the same logic to their own growth. The result is self-doubt, limited belief, and a feeling of being stuck. Ian reminds listeners that personal growth must come before business growth. This is why The MSP Growth Hub focuses heavily on developing leadership confidence alongside commercial strategy. As Ian says, “We help businesses grow, but we have to grow you first.” He challenges MSP owners to recognise how their words shape their world. The language they use, especially the quiet, internal language, determines what they act on and what they avoid. Phrases like “I don't have time,” or “I'm not cut out for leadership,” are not statements of fact but instructions to the brain that shut down opportunity. Replacing them with more empowering language such as “I need to prioritise my thousand-pound tasks” immediately shifts focus from limitation to action. A key insight Ian shares is that environment matters just as much as mindset. The people you surround yourself with influence your standards, your energy, and your belief in what's possible. He reminds MSPs that they become the average of the five people they spend the most time with. If you constantly engage with people who complain about what cannot be changed, you absorb that energy. Surround yourself instead with people who inspire you, who push boundaries, and who live by example. This is the community The MSP Growth Hub strives to create: one built on encouragement, accountability, and shared ambition. Ian also reflects on the role of leadership in overcoming self-doubt. Many MSP owners still hold on to the idea that they must do everything themselves. This belief not only causes burnout but also prevents the team from stepping up. He encourages owners to delegate more, even if that means allowing others to complete tasks to 80 percent of your standard. Good is often good enough when it frees up your time to focus on strategic, high-value work. A business grows faster when the owner stops being the bottleneck. He highlights the importance of language within leadership. The way an MSP owner communicates sets the tone for the whole organisation. Team members mirror what they see. If the leader walks in with low energy or frustration, the team absorbs it. But if the leader models calm confidence, focus, and positivity, that mindset ripples through the business. Ian uses the concept of the “shadow of the leader” to describe this effect and urges MSP owners to become conscious of the influence they carry every day. Practical tools also come into play. Ian recommends using DISC profiling to understand how different personalities work and communicate within a team. Knowing who thrives on detail, who leads naturally, and who needs space to create helps prevent tension and improves collaboration. He also advises journaling weekly wins as a habit. This reflection process helps leaders recognise how far they've come, reinforces confidence, and resets their mindset for the next challenge. Throughout the episode, Ian brings together mindset and action in a way that is both motivational and practical. He reminds MSP owners that affirmations and belief alone are not enough. They must be followed by structure, discipline, and consistent action. Change begins by catching negative language in the moment and reframing it into something constructive. It continues through small daily habits that reinforce confidence and leadership presence By the end of the episode, the message is clear: change your language, change your business, change your life. Belief fuels behaviour, and behaviour drives results. Every MSP owner has the potential to lead with strength and clarity, but it starts with internal dialogue. The silent language you use can either keep you stuck or propel you forward. This episode is a reminder that success begins between your ears. When you build a habit of positive language, surround yourself with the right people, and empower your team to take ownership, you create the foundation for sustainable MSP growth. Whether you are aiming for your first million or scaling towards five, the mindset principles shared here are the groundwork for everything that follows. Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.  Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK  And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon! 

1. Control through clarity  When your business starts growing faster, the natural reaction is to hold on tighter. You try to stay in every detail because it feels safer. The problem is that this habit quickly turns you into the bottleneck.  The solution is targeted delegation supported by simple and clear processes. I encourage MSP leaders to split their work into three levels. The first level is low-value work that an assistant or automation can handle. The second level is management work that belongs to team leaders who take responsibility for outcomes. The third level is strategic work where you think, decide, and set the direction of the business. When you move the low-value work off your plate, you free up space for the tasks only you can do. At The MSP Growth Hub, we coach this every week because most breakthroughs begin with this single decision. If it is a ten-pound task, automate it or assign it. If it is leadership, delegate it with trust and clarity. If it is strategic, book it in your diary and protect that time. This step alone moves owners out of the weeds and starts a chain reaction that leads to MSP success. 2. Energy before efficiency  True MSP success does not come from working longer hours or pushing through with caffeine and willpower. It comes from leading with energy and clarity. Many business owners push through exhaustion for months and wonder why their judgement slips and patience fades. The MSPs that sustain long-term success treat health as part of the business plan. They sleep properly, take breaks, exercise, and protect their recovery time. They plan holidays early, share the load with capable teams, and use metrics to stay out of constant firefighting. A tired leader makes slow and reactive choices. A rested leader sets one clear priority, communicates it well, and allows the system to deliver results.  3. Build a culture that carries weight  Your team will always mirror your energy. If you appear frantic, they will behave the same way. If you hold back decisions, they will queue at your door. The fix is leadership with clarity and trust.  Share the vision of the business and make sure every team member knows what success looks like. Place your strongest people in the areas where they have the biggest impact. Coach the middle performers to raise their standard and move on those who are not aligned. When the right people own the right roles, delivery becomes smoother, projects complete on time, and clients feel well looked after.  4. Make numbers visible  When pressure rises, your feelings can lie to you, but your numbers will always tell the truth. Build a weekly one-page dashboard that covers tickets, project milestones, sales pipeline, client satisfaction, and team capacity. Review it at the same time every week. When all the numbers are on track, take time to rest. When one number starts to slip, focus on it until it returns to normal. This rhythm keeps your business stable and your mind clear. Leaders who manage from a simple, visible scorecard protect both their profits and their peace of mind.  5. Plan thinking time  The most successful MSP owners schedule time to work on the business, not just in it. Create ninety-minute blocks each week to review progress, improve processes, and remove friction. Invite a team leader into one of these sessions and ask them to improve one small step in a key process. Document the change and share it with the wider team. Over time, you will remove dozens of small frustrations that waste hours. Many owners find this habit alone frees up their evenings and restores their balance.  6. Protect your downtime  Book your holidays in advance and treat them with the same importance as a major client project. Two weeks before you go, run a readiness drill. Confirm who covers what, check all access and systems, and prepare client communications. When you do this, the team gains confidence, clients feel secure, and you return refreshed and ready to make sharper decisions. Success without structure eventually damages well-being and client experience. Structure with heart delivers both growth and calm.  So this week, make it practical. Move one low-value task off your plate. Build one simple dashboard to review each Friday. Schedule one ninety-minute strategy block. Share one clear expectation with a team member and give them space to meet it.  At The MSP Growth Hub, we have seen these habits transform owners from busy to balanced and unlock real MSP success. If this episode resonated with you, reach out and tell us where growth has started to pinch your time or energy. The team and I can help you install the systems that protect performance and reduce stress.  You deserve an MSP that serves clients brilliantly, creates opportunities for your people, and gives you the freedom to enjoy the life you are building. That is what true MSP success looks like. Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy. Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK  And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

Adam Luckett of Kentucky Sports Radio, an On3 affiliate, joins Rebel Grove contributor Brad Logan to preview Ole Miss' upcoming road trip to Kentucky on Saturday. Kickoff is set for 2:30 p.m. CT on ABC.Our Sponsors:* Check out Underdog Fantasy and use my code CHAMPIONS for a great deal: https://underdogfantasy.comAdvertising Inquiries: https://redcircle.com/brandsPrivacy & Opt-Out: https://redcircle.com/privacy

Adam Luckett of Kentucky Sports Radio - On3 joins Brad Logan to preview the upcoming game in Lexington.

August 22- Sunday, August 31 you can get out and experience the culture of Black Restaurant Week. Warren established Black Restaurant Week dedicated to celebrating the flavors of Black American, African, and Caribbean cuisine nationwide. The annual campaign features 1000 restaurants, food trucks, and caterer. Take a listen!

Our featured guests today are Jason Luckett and Taylo Morris from 5 For the Kill. Don't miss their performance at Growler's on Monday August 5th at 7pm as part of The Kickin' & Screamin' Tour, where they'll be opening for Nonpoint and Black Stone Cherry. In this interview, you'll get to know Jason and Taylor better, learn about their history and influences, and hear all about the band's writing process, recording experiences, and future plans. Apple - https://bit.ly/3rqqZLP Spotify - https://bit.ly/3EJOGBO YouTube - https://bit.ly/3UgqsY2   TIP BUCKET If you find it in your heart to donate to the cause and help fuel the podcast you can do so through our new Venmo and CashApp. Your support is greatly appreciated and will help shine a brighter spotlight on the great Memphis Music Community. Venmo - @‌therhythmsectionpod CashApp - $therhythmsectionpod Thanks for tuning in and supporting the Rhythm Section Podcast.

The 11 Personnel crew is back—and while Kentucky football recruiting might feel quiet, there's a lot to unpack. Nick and Luckett dive into why UK only has one commitment, what's behind the slow start, and how the staff plans to flip the script. Plus, we talk schedule release strategies, Stoops' mindset this offseason, and try to inject a little fun into a summer that's otherwise been… bleak. Buckle up, it's recruiting season.

The 11 Personnel crew is back—and while Kentucky football recruiting might feel quiet, there's a lot to unpack. Nick and Luckett dive into why UK only has one commitment, what's behind the slow start, and how the staff plans to flip the script. Plus, we talk schedule release strategies, Stoops' mindset this offseason, and try to inject a little fun into a summer that's otherwise been… bleak. Buckle up, it's recruiting season.

11 Personnel is a show for the people and today it is also by the people. KSR's resident football guys are taking any and all questions from our friends at KSBoard. Anything and everything is on the table. Up first, “How motivated is Mark Stoops?” In addition to Kentucky football talk, Mr. Luckett dove deep into the numbers to find you winners for this weekend's PGA Championship at Quail Hollow. Mr. Roush got one week of horse racing reprieve and has combed through the past performances to forecast the second leg of the Triple Crown. It could be a profitable weekend for Big Blue Nation.

11 Personnel is a show for the people and today it is also by the people. KSR's resident football guys are taking any and all questions from our friends at KSBoard. Anything and everything is on the table. Up first, “How motivated is Mark Stoops?” In addition to Kentucky football talk, Mr. Luckett dove deep into the numbers to find you winners for this weekend's PGA Championship at Quail Hollow. Mr. Roush got one week of horse racing reprieve and has combed through the past performances to forecast the second leg of the Triple Crown. It could be a profitable weekend for Big Blue Nation.

It's still a bit chilly around the Bluegrass. Even though we have not yet completely transitioned to spring, Kentucky spring football practice is nearing its conclusion. The Wildcats will wrap up their offseason program on Saturday with a Spring Showcase at Kroger Field. The event begins at 10 AM EST and is free to the general public. You can watch the Wildcats play some football, then head over to Kentucky Proud Park to watch the Bat Cats take on Texas at Noon. Ahead of the busy day for BBN, Nick Roush and Adam Luckett are talking about what you should keep your eye on during the Kentucky football open practice. Topics on today's edition of 11 Personnel… — New numbers Kentucky fans need to know. — Shane Beamer is fighting with the media. — Luckett's Locks for The Masters