EP202 - I Want to Change My PSA, but I’m Scared! With Chris Timm and Ian Luckett
IT Experts Podcast with Ian Luckett
Release Date: 10/11/2024
EP215 - How to Optimise Relationship and Revenue So Everyone Wins with Luis Giraldo & Ian Luckett
IT Experts Podcast with Ian Luckett
Luis brings a wealth of experience from his time in the trenches as an MSP owner, and now as someone who works closely with MSPs worldwide. His approach challenges traditional thinking, offering a fresh perspective on what it truly means to partner with your clients. This isn’t just about delivering excellent customer service—it’s about creating meaningful, strategic relationships that foster long-term loyalty and, of course, consistent revenue. One of the standout points from our conversation was Luis's perspective on customer service. He argued that what many MSPs consider...
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EP214 - How to Leverage LinkedIn In 2025 with Sam Rathling & Ian Luckett
IT Experts Podcast with Ian Luckett
We kicked things off by addressing the ever-present mystery surrounding the LinkedIn algorithm. Sam’s straightforward advice? Stop blaming the algorithm for poor results. She explained that if your content isn’t resonating or your impressions are dropping, the issue likely lies with the content itself. Whether people are scrolling LinkedIn out of boredom or to sell something, your job is to create compelling, scroll-stopping content that connects with your audience on a human level. Sam emphasised the importance of moving beyond dull, uninspired posts and highlighted the need to produce...
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EP213 - Happy New Year 2025 with Stuart Warwick & Ian Luckett
IT Experts Podcast with Ian Luckett
We kicked off the episode with a bit of festive banter about Christmas indulgences, proving that even between the mince pies and wine, we’re committed to helping you move your business forward. Stuart, ever the reflective one, shared his highlights of the year, starting with the remarkable growth of the MSP Growth Hub community. With nearly 50 MSPs now on board, the energy, vulnerability, and results in the room have been nothing short of inspiring. It’s a testament to the power of shared ambition and the results that come when business owners start thinking differently about their...
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EP212 - A 2024 Podcast Year in Review with Ian Luckett & Stuart Warwick
IT Experts Podcast with Ian Luckett
It’s been a busy year for Stuart and me, and we kick off the episode with some festive banter, steering clear of any Mariah Carey renditions—thankfully! Stuart reflects on how much we’ve achieved and the importance of this reflective time of year. Together, we unpack what made these five episodes so impactful and why they’ve captured the attention of our audience. Coming in at number five, we discuss with the brilliant Claire Jenks, titled “.” This episode tackled time management, productivity, and overcoming imposter syndrome—common themes that MSPs wrestle with daily....
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EP211 - Why People Don’t Take Action When They Should with Julie Hutchison & Ian Luckett
IT Experts Podcast with Ian Luckett
Julie Hutchison kicks off by addressing what many of us know as "imposter syndrome," though she’s quick to debunk the term. It’s not a syndrome, she explains; you’re not broken. Instead, it’s a very human response that stems from our brain’s primitive mechanisms for survival. Drawing on the analogy of a caveman running from a lion, Julie highlights how our amygdala – a small but powerful part of our brain – is constantly scanning for threats. While this helped keep our ancestors alive, today it manifests in ways that can hold us back, like procrastination, perfectionism, or a...
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EP210 – How to Close Deals by Solving Problems with Mark Lambert & Ian Luckett
IT Experts Podcast with Ian Luckett
Mark Lambert shared practical insights into why selling the tech alone won’t cut it in today’s market. Instead, he stresses the importance of focusing on outcomes that matter to your prospects, such as improving productivity, enhancing security, and solving tangible business challenges. As Mark explains, clients don’t care whether you’re using Office 365 or the latest security stack; they care about how you’ll help their business thrive. This shift from a tech-focused to a problem-solving mindset is critical for any MSP aiming to scale sustainably. We also discussed the...
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EP209 – How to Create Scroll Stopping Content with Nigel Moore from the Tech Tribe & Ian Luckett
IT Experts Podcast with Ian Luckett
One of the key takeaways from this conversation is understanding why MSPs find content creation so difficult in the first place. Nigel pointed out that many MSP owners are simply stretched too thin. Whether they’re managing cybersecurity threats, fielding client calls, or running the day-to-day operations of their business, creating content often falls to the bottom of the priority list. Add to that the natural tendency for MSP owners—many of whom identify as introverted “techies”—to shy away from putting themselves out there, and it’s no wonder content creation can feel like an...
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EP208 – Are You Self-Sabotaging? with Teresa Heath-Wareing & Ian Luckett
IT Experts Podcast with Ian Luckett
Teresa Heath-Wareing introduces us to a crucial understanding of how self-sabotage works, explaining that many of us fall into patterns that keep us comfortable but ultimately hinder our growth. Self-sabotaging behaviours often stem from a place of fear—whether it's fear of failure, fear of judgment, or even fear of success. When we’re stepping into new or uncomfortable situations, our brain can see these as potential threats, activating a “protection mode” that drives us back to our comfort zones. Teresa highlights that self-sabotage isn’t about laziness or lack of ambition;...
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EP207 – Why You Need Dark Web Monitoring in Your MSP with Tony Capewell & Ian Luckett
IT Experts Podcast with Ian Luckett
We kicked off with a straightforward explanation of what the dark web actually is. Tony clarified the distinctions between the open web (the visible internet we all use daily), the deep web (pages that aren’t indexed by search engines and require authentication, like online banking portals), and the dark web. The dark web is a hidden section of the internet that’s intentionally obscured and often requires specific software, like Tor, to access. While it’s not exclusively for criminal activity, the dark web is a hub for illegal activities, data trading, and stolen...
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EP206 – How to Recruit for Free with Josh Wood & Ian Luckett
IT Experts Podcast with Ian Luckett
Our conversation opens with Josh explaining why so many MSPs find recruitment such a challenging task. He points out that MSPs often carry a reputation for intense, fast-paced environments that might deter potential candidates who are looking for a better work-life balance. This, coupled with the industry's persistent skills shortage, makes recruitment even more complex for MSPs. Josh goes on to share insights on what MSPs can do to tackle these obstacles head-on, starting with how they present themselves to potential recruits. He notes that recruitment in many ways mirrors marketing, as it...
info_outlineTo help guide us through this minefield, I’m joined by PSA expert Chris Timm, who returns to share his invaluable insights on when and how to make this big change. If you’ve ever thought about switching your PSA, or are just wondering if your current tool is still the right fit, this episode is packed with practical advice and real-world examples to help you avoid common pitfalls.
Chris Timm begins by highlighting a phenomenon many of us are familiar with: shiny ball syndrome, or as he calls it, the “magpie effect.” It’s all too easy to get distracted by the latest tools and products hitting the market, but as Chris points out, not all decisions to switch your PSA are based on sound reasoning. The question you really need to ask yourself is: is this tool helping my business achieve its goals, or am I simply following the crowd?
A crucial point made by Chris is that many MSPs aren’t fully utilising the capabilities of their existing PSA. Often, MSPs buy a PSA for basic functions like ticketing, but fail to explore other features like billing, project management, or customer profitability tracking. Chris stresses the importance of self-auditing your PSA to determine whether it’s genuinely failing to meet your needs, or if you’re simply not using it to its full potential. If your current PSA can do what you need, but you haven’t tapped into those functions, it might be worth sticking with it rather than jumping ship.
However, there are legitimate reasons for changing your PSA, and Chris outlines a few key ones. Perhaps your vendor is overcharging or tying you into long-term contracts with little innovation. Maybe your business has grown, and your current tool isn’t scaling with you. When these factors come into play, it’s time to seriously consider moving to a new PSA that can better support your business.
Once the decision to change your PSA has been made, the next challenge is managing the transition. Chris and I discuss the complexity of switching PSAs, comparing it to open-heart surgery for an MSP. There are several factors to consider: how much data you need to transfer, how long the transition will take, and how to train your team on the new system. Chris advises against trying to do it all yourself and strongly recommends working with a consultant or your PSA vendor to ensure a smooth and efficient migration.
One key takeaway from this episode is the importance of proper planning and resource allocation when changing your PSA. Chris emphasises that the process will require a significant time investment, especially for your technical lead. A common mistake MSPs make is underestimating how much time and effort the transition will take, which can stretch the process from months to a year or more. A dedicated team member needs to be assigned to oversee the implementation and ensure the PSA is set up correctly from the start.
But as Chris and I both agree, despite the challenges, getting your PSA right can be transformational for your MSP. The right tool can save you countless hours, automate manual tasks, and streamline your operations. From billing to project management, a well-implemented PSA can make your business more efficient, reduce costs, and ultimately improve your bottom line. For your technical team, the right PSA can simplify workflows and make their jobs easier, giving them more time to focus on strategic work that helps grow the business.
If you’re considering switching your PSA, Chris Timm’s top three tips are clear: make sure you’re moving for the right reasons, fully understand what your current PSA can do before deciding to change, and always work with someone experienced to help guide you through the process.
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.
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Until next time, look after yourself and I’ll catch up with you soon!