EP219 – Want to Grow Your Business?... Then Leverage Your Team with Julie Hutchison & Ian Luckett
IT Experts Podcast with Ian Luckett
Release Date: 02/07/2025
IT Experts Podcast with Ian Luckett
But is that really the end of the road, or is there something you can do to keep that client, maintain profitability, and avoid unnecessary churn? In this episode of the IT Experts Podcast, I sat down with our resident finance coach, Clare Elliott, to explore what MSPs can do when faced with clients who are reconsidering their contracts. Clare works with MSPs every day inside the Growth Hub, helping business owners understand their numbers, optimise their pricing, and make better financial decisions. One of the key takeaways from our conversation is that if a client calls you to say...
info_outlineIT Experts Podcast with Ian Luckett
I’m joined by fellow MSP Growth Hub coaches Stuart Warwick, Julie Hutchison, and Clare Elliott, as we reflect on the key takeaways from our January 2025 two-day intensive. These intensives are the cornerstone of the MSP Growth Hub’s Scale with Confidence model, bringing together MSP owners and leaders to reflect, reset, and refocus on their business growth. The January event was centred around the theme of ‘Harnessing Ambition’—not just setting strategic goals but ensuring they are cascaded throughout the entire organisation. This is where business owners can make real...
info_outlineIT Experts Podcast with Ian Luckett
Many MSPs start with a handful of technical people, then bolt on account management, sales, marketing, and operations as they grow. But without a clearly defined structure, this approach can create inefficiencies, miscommunication, and stalled growth. That’s why we brought in Alison Whitfield from Cultivate People Services, a people and culture expert with a wealth of experience working with MSPs. Together, we unpack the essential components of structuring an MSP for growth, leadership development, and team alignment. Alison shares her perspective on why structure is so much more...
info_outlineIT Experts Podcast with Ian Luckett
As business owners, we often pride ourselves on pushing forward, solving problems, and keeping things moving. But what happens when we don’t stop to reflect? What are the hidden risks of ploughing ahead without taking a moment to reassess our strategy, our goals, and even our own leadership? Stuart and I unpack exactly that in today’s conversation, and trust me, if you’re an MSP looking to scale, this is something you don’t want to ignore. We all know the feeling of getting caught up in the day-to-day operations—whether it's handling client issues, managing your team, or...
info_outlineIT Experts Podcast with Ian Luckett
Now, if you've ever been in the frustrating position of recruiting someone you thought was perfect for the job, only to find out they’re not the right fit at all, you’re not alone. This happens more often than you might think, and in today’s episode, we uncover exactly why MSPs keep attracting the wrong people—and more importantly, how to stop it from happening. Julie shares a story from a recent conversation with an MSP owner who was struggling to find the right person for their team. They needed someone dynamic, open to change, and capable of taking the business forward. But...
info_outlineIT Experts Podcast with Ian Luckett
For those who aren’t familiar, B Corp is essentially a certification that demonstrates a company’s commitment to social and environmental responsibility. It’s often described as the gold standard for ethical business practices, ensuring that organisations consider the impact of their decisions on employees, customers, suppliers, the community, and the planet. It’s about running a business with integrity and proving that you’re doing the right thing—not just saying you are. Gildas explained that he’s always been passionate about running a business with strong values,...
info_outlineIT Experts Podcast with Ian Luckett
One of the biggest takeaways from our conversation is that when clients say an MSP is “too expensive,” what they actually mean is that they don’t see the value in the service. This is a massive problem in the industry. MSPs often assume that if tickets are low and complaints are minimal, everything is running smoothly. But in reality, service delivery is about so much more than just fixing issues. It’s about building relationships, setting clear expectations, and continuously improving processes to meet client needs. Michelle Coombs quickly pointed out that the traditional...
info_outlineIT Experts Podcast with Ian Luckett
One of the biggest challenges we see in the MSP space is that many business owners started their journey as technical experts. They didn’t necessarily set out to run a business – they just knew they were great at what they did and wanted to do it better than the company they worked for. The problem? Running a business requires a completely different skill set to just doing the technical work. At some point, every MSP owner reaches that moment where they realise they can’t do it all themselves. But that realisation often comes with frustration—because even when they bring in a team,...
info_outlineIT Experts Podcast with Ian Luckett
info_outlineIT Experts Podcast with Ian Luckett
We began by addressing a common stigma: why so many MSPs avoid Apple devices despite their undeniable popularity and premium quality. Ben highlighted that while many MSPs are deeply rooted in the Microsoft ecosystem—largely due to its strong channel support and financial incentives—Apple has been quietly making significant inroads into the business world. In fact, as Ben pointed out, companies like IBM and Cisco have embraced Apple devices, with up to 60% of their employees choosing Apple when given the option. This trend is a clear indication that Apple is no longer just for creatives...
info_outlineOne of the biggest challenges we see in the MSP space is that many business owners started their journey as technical experts. They didn’t necessarily set out to run a business – they just knew they were great at what they did and wanted to do it better than the company they worked for. The problem? Running a business requires a completely different skill set to just doing the technical work. At some point, every MSP owner reaches that moment where they realise they can’t do it all themselves. But that realisation often comes with frustration—because even when they bring in a team, things don’t always work as smoothly as they’d hoped.
Julie Hutchison explains that this is often down to mindset. If you’re the business owner, then you need to step into a leadership role. That doesn’t mean simply hiring people and expecting them to figure it out. It means ensuring they know exactly what’s expected of them. It means clearly defining what ‘good’ looks like. It means enabling them to succeed. Because, as Julie rightly points out, people don’t come to work to do a bad job—they come to do their best. But if they’re left guessing, or they don’t know what success looks like, that’s when things start going wrong.
Many MSPs fall into the trap of blaming their team when things aren’t working. But if you haven’t taken the time to set expectations, provide the right guidance, and communicate the vision, then how can you expect your team to perform? One of the key takeaways from this episode is that leadership isn’t about doing everything yourself—it’s about creating an environment where your team can succeed. That means making sure they have the skills, the resources, and the clarity to do their jobs properly. And once that’s in place, you have to trust them to get on with it.
Trust is a massive issue for many MSP owners. When you’re used to doing everything yourself, it can be difficult to let go. Julie Hutchison explains that building trust starts with clear communication. You need to ensure your team knows exactly what’s expected of them and that they have the right tools to get the job done. It’s also about having the right structure in place—regular meetings, clear KPIs, and a well-defined vision that connects everyone’s roles to the bigger picture. Because if your team doesn’t understand why they’re doing what they’re doing, then they’re never going to be as motivated or engaged as you need them to be.
Another important part of stepping into leadership is recognising the different roles you need to play in your business. Julie Hutchison talks about the three key mindsets: the technical expert, the manager, and the entrepreneur. Many MSP owners get stuck in the technical expert role because it’s their comfort zone. They’re great at solving problems and doing the work, but if they don’t consciously step out of that mindset and into the role of manager and entrepreneur, then they’ll never truly scale their business.
To move forward, you need to start consciously shifting between these roles. Sometimes you’ll need to be the technical expert, but you also need to step back and manage the business. And ultimately, if you want to grow, you need to embrace the entrepreneurial mindset—thinking strategically, planning for the future, and ensuring your business is moving in the right direction. Julie shares some great advice on how to develop this habit, including taking time out of your day—even just 10 minutes—to assess where you are and whether you’re focusing on the right things.
We also touch on the importance of having the right people in place. It’s not just about hiring more people—it’s about ensuring they are in the right roles, with the right expectations and the right level of support. If you’re struggling with your team, then it’s time to ask yourself: have I really set them up for success? Or have I just assumed they should know what to do? Julie Hutchison makes it clear that a great leader doesn’t just delegate and hope for the best—they actively enable their team to perform at their highest level.
At the end of the day, if you want to grow your MSP business, you have to leverage your team. You can’t do everything yourself. And if you don’t take the time to develop your leadership skills, set clear expectations, and trust your team, then you’re going to struggle to scale. This episode is packed with insights to help you make that shift, and if you’re ready to take your leadership to the next level.
Check out Julie’s other popular episodes:
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Until next time, look after yourself and I’ll catch up with you soon!