EP246 – Why Slowing Down is the Fastest Way to Scale – Success Stories with Mark Stevens & Ian Luckett

From the outset, we explored the pressures and mental blocks that many MSP owners face when trying to scale their business. Mark spoke openly about the fears that hold MSP leaders back, especially those “little voices” in our heads that tell us to stick with what we know. These ingrained habits often stem from childhood or past experiences and can sneak into the way we lead, even if they no longer serve us. Mark shared a great story about how, despite knowing it made little sense, he still puts his teacup away upside down because that’s the way his nan did it. This idea of unconscious habits translates directly into MSP businesses. Far too many business owners find themselves stuck in ways of working simply because “it’s always been done that way.” This can be a huge barrier to scale. 

Mark opened up about his own journey as an MSP owner, and the shift he had to make from being the technical doer to becoming a real leader. He described how easy it is to fall into the trap of thinking you have to control everything, which is often rooted in ego. It takes real self-awareness to admit you cannot do everything yourself if you want your MSP to scale. Mark recommended reading “Ego is the Enemy” to anyone in a leadership position. He pointed out that while confidence gets you started, ego can hold you back, especially when it comes to recruiting and trusting new team members. If you want to scale your MSP, you need to learn to delegate, trust your team, and stop micromanaging. It is only when you truly let go and empower others that the business can scale without you being the bottleneck. 

One of the major breakthroughs Mark discussed was the moment he realised that rapid staff turnover was blocking his ability to scale. After the instability of COVID, Mark’s MSP was not set up for sustainable monthly recurring revenue, and this created a lot of stress and financial pressure. When he looked back 18 months ago, he saw that the key to unlocking scale was not charging ahead with sales or new projects, but actually slowing down and building a solid foundation with the right people, processes, and a strong people-first culture. 

Mark stressed the importance of getting clear on your vision, mission, and values as an MSP. He explained that staff retention and engagement skyrocketed when he invested time in making these principles central to his business. He shared how regular “staff rhythm and review” sessions became a game changer. Instead of the old three-month probation, new staff now get a six-month induction and then join quarterly reviews that align with company objectives. Every team member knows how their work supports the bigger picture. Mark has seen first-hand how this level of clarity helps an MSP scale faster, because the team are all moving in the same direction and feel valued. 

Another powerful tip was the need for welfare checks and genuine care for staff wellbeing. Mark talked about introducing regular check-ins, recognising when someone is struggling, and creating a safe environment for people to speak up. This shift away from the old “get on with it” mentality, which so many MSP owners grew up with, allows team members to bring their best selves to work and prevents issues from growing in the background. A happy, motivated team is the heartbeat of any MSP, and looking after your people is one of the fastest ways to scale. 

Throughout the episode, we discussed how letting go of old habits and beliefs, trusting your team, and investing in leadership development are all non-negotiable for any MSP owner wanting to scale. Mark’s story shows that real scale happens when you slow down, review the bottlenecks in your business, and then deliberately build systems and accountability around them. He shared examples of how this approach improved everything from customer satisfaction to quotation processing, quality control, and ultimately staff retention. The result is not only a more productive business, but one that people genuinely want to be part of. 

We wrapped up with Mark’s three top tips for any MSP owner ready to begin their own journey to scale. First, find someone you respect to give honest feedback on your leadership style and be willing to listen. Second, have vulnerable, open conversations with your team and do not be afraid to make tough decisions if the fit is not right. Third, make your workplace enjoyable, people-centred, and share the vision with everyone. Mark’s journey is proof that slowing down is not a sign of weakness, but the fastest way to truly scale your MSP. His story reminds us all that when you look after your people, build great systems, and keep your ego in check, scaling your MSP becomes not just possible, but inevitable.

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. 

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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!