IT Experts Podcast with Ian Luckett

The IT Experts Podcast with Ian Luckett, is designed to help ambitious IT/MSP business owners build a profitable tech business. In this show you will learn the complete tried and tested strategies that are working today as Ian helps techie business owners in the IT / MSP community on a daily basis. The content of this Podcast is a blend of expert advice and Interviews with some of the most successful people in the industry, offering massive value and a wise range of topics from his MSP profit Builder System. Whether his guests are experts from large enterprises, established IT/MSP businesses, serial entrepreneurs, or world class techies, they all have great stories and content to share. So, if you are preparing your IT/MSP business for growth, then we will help by sharing what IS and what ISN'T working in business right now. Our outcome for you listening to this podcast is that we help you to spend quality time working ON your business rather than being consumed IN it!

EP277 - When Good Teams Go Wrong with Julie Hutchison and Ian Luckett 03/22/2026

EP277 - When Good Teams Go Wrong with Julie Hutchison and Ian Luckett 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 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/40557445

EP276 - Why Most MSPs Are Sitting on Easy Money -Breakfix Edition with Ian Luckett 03/15/2026

EP276 - Why Most MSPs Are Sitting on Easy Money -Breakfix Edition with Ian Luckett 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 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/40430380

EP275 - When Fear Drives Strategy - The Real Risk for MSPs and AI with Ian Luckett and Stuart Warwick 03/08/2026

EP275 - When Fear Drives Strategy - The Real Risk for MSPs and AI with Ian Luckett and Stuart Warwick 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 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!  /episode/index/show/itexperts/id/40340495

EP274 - Inside the MSP Growth Hub - Insights from January 2026 Client Intensive Event 03/01/2026

EP274 - Inside the MSP Growth Hub - Insights from January 2026 Client Intensive Event In this episode of The IT Experts Podcast, we take you inside our Client Intensive Event and lift the lid on what really happens when ambitious MSP owners come together to build better businesses. This was our January 2026 Client Intensive Event, and it was the biggest room we have ever had. Over 60 MSP owners and team members gathered for two full days of structured thinking, planning, challenge, and collaboration. It was not a sit back and listen type of event. It was designed to stretch thinking, raise standards, and help every single business owner leave with clarity and a refreshed 16-week plan. The Client Intensive Event is a core pillar of the MSP Scale System. Three times a year, our clients step away from their day-to-day operations and immerse themselves in focused work on the business. The structure is deliberate. We expand thinking through expert led sessions, then channel that insight into practical planning, peer discussion, and clear next steps. Every attendee leaves with an updated 16-week roadmap built around their own business priorities. The theme this time was business maturity. We explored three key areas that underpin sustainable growth. Structural maturity, team and people maturity, and operational maturity. These are not theoretical concepts. They are the foundations that determine whether your MSP can grow with confidence or remains fragile beneath the surface. On the structural side, we focused on governance and risk. Many MSP owners are strong technically and commercially, yet have never formally considered how governance protects value. We explored how to build a practical risk register, how to identify exposure across legal, supplier, regulatory and client concentration risks, and how to put simple mitigation in place. For several business owners, this created real light bulb moments. Scaling with confidence requires knowing your ducks are in a row. When you understand your risks, you make stronger decisions and protect long term value. On the people side, we explored what makes a cohesive team. It is not only about systems and processes. It is also about how people feel inside the business. Trust, accountability, the ability to have difficult conversations, and clarity of expectation all drive performance. When those elements are weak, leaders experience frustration, repeated questions, slow decision making, and high staff turnover. The Client Intensive Event created space for honest reflection. Several owners recognised that team dysfunction often starts with leadership behaviour. That awareness is powerful. When leaders change how they show up, teams respond. Operational maturity formed the third pillar. We examined how margin is often lost in operations rather than in finance. By connecting systems properly and using accurate data from sales, service, projects and finance, MSP owners gain visibility over efficiency and profitability. We drilled into practical examples around help desk structure and the dispatcher role, helping owners see where small operational refinements can unlock meaningful financial impact. For one new client, this approach has already uncovered significant hidden profit within their first 60 days. Beyond the structured content, what continues to define every Client Intensive Event is the community. Observational learning is a powerful force. When MSP owners hear peers tackling similar challenges, sharing openly and supporting one another, confidence rises quickly. Trust builds. Relationships deepen. Competitors become collaborators in the pursuit of higher standards. The energy in the room this time reflected a step change in maturity across the community. One of the most rewarding moments came when we stood at the front for a group photograph and realised how far the community has grown. What started with a simple vision to help more MSP owners scale with confidence has become a room full of experienced leaders committed to doing business better. That growth is not measured only in revenue. It is measured in confidence, clarity and ambition. The Client Intensive Event always concludes with a rebuild of each owner’s 16-week plan. Ideas are distilled. Priorities are clarified. Actions are documented. This discipline ensures that inspiration turns into implementation. It prevents overwhelm and replaces it with focused progress. If you are serious about building a business that works for you rather than you for it, stepping into a structured environment like a Client Intensive Event can transform the way you think about growth. Business maturity is not accidental. It is developed deliberately, one focused cycle at a time. At The MSP Growth Hub, our mission remains simple. Help MSP owners accelerate success and scale with confidence. The Client Intensive Event is one of the most powerful ways we do that. Make sure to check out our 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/40252245

EP273 - Owner Not Needed - Are You Ready to Stop Being the Bottleneck? 02/22/2026

EP273 - Owner Not Needed - Are You Ready to Stop Being the Bottleneck? In this episode of The IT Experts Podcast, we ask a powerful question. Are you ready to stop being the bottleneck in your MSP and step into true Owner Not Needed leadership? So many MSP owners tell us the same story. They are still the person everything flows through. Every decision lands on their desk. Every problem escalates to them. Every opportunity waits for their approval. They are working eighty or ninety hours a week while the rest of the team finishes at five. And deep down, they are wondering whether the business is working for them, or whether they are working for the business. At The MSP Growth Hub we use the phrase Owner Not Needed. It is not about disappearing. It is about building a business that can grow, perform and create value without being dependent on you for every move. One day you will exit your MSP. Whether that is five years away or fifteen, the value of your business will be shaped by how needed you are. The less dependent it is on you, the stronger the valuation and the more freedom you create along the way. One of the biggest fears around Owner Not Needed is loss of control. Owners worry that if they delegate properly, quality will slip, standards will drop and clients will suffer. The truth is that poor delegation creates risk. Structured delegation reduces it. When you build clarity around roles, responsibilities and expectations, you do not lose control. You create scale. Another common challenge is decision dependency. Your team comes to you with ten-pound tasks. Small decisions. Quick clarifications. Simple approvals. Individually they feel harmless. Collectively they make you the bottleneck. A practical shift is the one three one rule. When someone brings you a problem, ask for one decision, three options and their recommendation. This develops thinking, confidence and ownership. It moves you closer to Owner Not Needed behaviour and further away from reactive firefighting. There is also the emotional side. What happens if the business runs smoothly without you? What happens if the team no longer needs your input every hour? Some owners experience a subtle fear of becoming irrelevant. The shift from technical doer to strategic leader is not easy. What got you here will not get you there. Owner Not Needed requires you to redefine your value. You move from fixing tickets to setting direction. From solving immediate problems to shaping long term outcomes. A practical starting point is to define your thousand pound an hour tasks. These are strategy, leadership, growth planning, financial oversight and culture. If you are spending your week buried in technical work or low value approvals, you are operating far below your true impact level. Owner Not Needed is about elevating your contribution. Delegate the ten-pound tasks. Develop your leadership team to handle the hundred-pound tasks. Protect your time for the thousand-pound decisions that drive growth. Building leaders rather than helpers is another essential shift. Helpers wait for instruction. Leaders take ownership. They understand their numbers. They report performance. They challenge ideas. They contribute to innovation. This requires structure. Clear KPIs. Departmental plans. Individual accountability. Regular one to ones. Without structure, people drift. With structure, they grow. Owner Not Needed thrives in a culture of clarity. Numbers also play a critical role. Many MSP owners cannot confidently say whether they are truly making money. They look at the bank balance and hope. Owner Not Needed demands financial visibility. Know your margins. Know your EBITDA. Share the right metrics with your team. When everyone understands performance, decisions improve and dependency reduces. Staying strategically involved is different from daily firefighting. A weekly cadence focused on progress, priorities and performance replaces reactive noise. Instead of walking around asking how things are going, you review structured updates. Instead of solving every issue, you coach leaders to solve them. This is how Owner Not Needed becomes a lived reality rather than a slogan. The benefits are powerful. Clear head space to think. A capable leadership team making aligned decisions. Consistent delivery without owner interruption. More time with family and friends. Greater flexibility and control over how you spend your time. And when the day comes to sell, a stronger multiplier because the business is not reliant on you. Owner Not Needed is not about stepping away and hoping for the best. It is about intentionally building a structure that allows the business to thrive without constant owner intervention. When you lift yourself out of the bottleneck position, you unlock growth, value and freedom. If this episode has struck a chord, take a moment to reflect. Where are you still the decision maker for something your team could own? What would change if you truly embraced Owner Not Needed thinking? Make sure to check out our 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/40174085

EP272 - Why Owner Dependency Kills MSP Valuations with Stuart Warwick and Ian Luckett 02/15/2026

EP272 - Why Owner Dependency Kills MSP Valuations with Stuart Warwick and Ian Luckett 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 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/40098950

EP271 - Is Your MSP Giving You Groundhog Day Vibes with Stuart Warwick and Ian Luckett 02/09/2026

EP271 - Is Your MSP Giving You Groundhog Day Vibes with Stuart Warwick and Ian Luckett 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 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!  /episode/index/show/itexperts/id/40019920

EP270 - How to Reduce Over-Reliance on Big Clients with Ian Luckett 02/01/2026

EP270 - How to Reduce Over-Reliance on Big Clients with Ian Luckett 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 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!  /episode/index/show/itexperts/id/39934755

EP269 - How to Supercharge Your MSP by Growing Future Leaders with Julie Hutchison and Ian Luckett 01/25/2026

EP269 - How to Supercharge Your MSP by Growing Future Leaders with Julie Hutchison and Ian Luckett 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 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/39848780

EP268 - The MSP Guide to Building a Real Sales Run Rate with Stuart Warwick and Ian Luckett 01/18/2026

EP268 - The MSP Guide to Building a Real Sales Run Rate with Stuart Warwick and Ian Luckett 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 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/39758410

EP267 - Inside GTIA with CEO Dan Wensley and Ian Luckett 01/11/2026

EP267 - Inside GTIA with CEO Dan Wensley and Ian Luckett 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 . You can also visit their website and learn more about GTIA by clicking . Make sure to check out our 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/39672855

EP266 - Build Your 2026 MSP Growth Plan in 30 Minutes with Ian Luckett and Stuart Warwick 01/04/2026

EP266 - Build Your 2026 MSP Growth Plan in 30 Minutes with Ian Luckett and Stuart Warwick 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 . Make sure to check out our 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!  /episode/index/show/itexperts/id/39566625

EP265 - Why Are You Making 1:1s So Hard in Your MSP With Julie Hutchinson and Ian Luckett 12/28/2025

EP265 - Why Are You Making 1:1s So Hard in Your MSP With Julie Hutchinson and Ian Luckett 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 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!  /episode/index/show/itexperts/id/39517245

EP264 - Reflections of 2025 with Ian Luckett & Stuart Warwick 12/21/2025

EP264 - Reflections of 2025 with Ian Luckett & Stuart Warwick 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 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/39466715

EP263 - From Cash Flow Chaos to Clarity with Heather Macdonald-Alford and Ian Luckett 12/14/2025

EP263 - From Cash Flow Chaos to Clarity with Heather Macdonald-Alford and Ian Luckett 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 . You can also visit their website and learn more about Counting Creators by clicking . Make sure to check out our 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!  /episode/index/show/itexperts/id/39381865

EP262 - The Truth About Transparency - How Sharing Your Goals Boosts Performance with Stuart Warwick and Ian Luckett 12/07/2025

EP262 - The Truth About Transparency - How Sharing Your Goals Boosts Performance with Stuart Warwick and Ian Luckett 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 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/39290255

EP261 - How to Charge More Without Losing Clients with Justin Neale and Ian Luckett 11/30/2025

EP261 - How to Charge More Without Losing Clients with Justin Neale and Ian Luckett 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 . You can also visit their website and learn more about Value Alchemists by clicking . Make sure to check out our 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!  /episode/index/show/itexperts/id/39197710

EP260 - Why Getting to NO Faster Will Grow Your MSP Quicker with Stuart Warwick and Ian Luckett 11/23/2025

EP260 - Why Getting to NO Faster Will Grow Your MSP Quicker with Stuart Warwick and Ian Luckett 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 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/39130310

EP259 - How to Attract Endless Customers Into Your MSP with Marcus Sheridan and Ian Luckett 11/16/2025

EP259 - How to Attract Endless Customers Into Your MSP with Marcus Sheridan and Ian Luckett 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 . Make sure to check out our 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/39040690

EP258 - Why MSPs Need to Think More Strategically About Marketing with Nicola Moss and Ian Luckett 11/09/2025

EP258 - Why MSPs Need to Think More Strategically About Marketing with Nicola Moss and Ian Luckett 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 . Make sure to check out our 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/38964185

EP257 – Don’t Believe the AI Hype with Fiona Challis and Ian Luckett 11/02/2025

EP257 – Don’t Believe the AI Hype with Fiona Challis and Ian Luckett 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 . Make sure to check out our 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/38859160

EP256 - The Silent Language Holding MSP Owners Back with Ian Luckett 10/26/2025

EP256 - The Silent Language Holding MSP Owners Back with Ian Luckett 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 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!  /episode/index/show/itexperts/id/38772410

EP255 - Why MSP Success Can Still Leave You Stressed - and How to Beat Overwhelm with Ian Luckett 10/19/2025

EP255 - Why MSP Success Can Still Leave You Stressed - and How to Beat Overwhelm with Ian Luckett 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 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/38623935

EP254 - How to Avoid Your Biggest Client Taking You Down with Ian Luckett 10/12/2025

EP254 - How to Avoid Your Biggest Client Taking You Down with Ian Luckett The reality is that many MSPs grow through referrals and good account management. That, in itself, is not a bad thing, but when the business matures, you can find yourself in a position where a single client represents 30, 40, even 50 percent of your revenue. They may also be one of your most profitable accounts, so the dependency is even greater. If that client gets bought, merges, or decides to build an internal IT team, you are left exposed. Worse still, if they go bust, you’re not only losing revenue but also carrying the burden of licences, subscriptions, and staff wages with no way to cover them. This is the sort of chain reaction that can force redundancies, damage your confidence, and undo years of hard work building your technical team. It is not only about operational pain either. From a valuation perspective, client concentration is a red flag. Any potential investor or acquirer will be put off if they see that one client represents too much of your turnover. Even if your profitability is strong, your valuation can collapse overnight if this risk is present. That’s why managing concentration is so critical for an MSP that is serious about scaling and building long-term transferable value. So, what can you do about it? The first step is to track revenue concentration carefully. Aim to keep any single client below 20 to 25 percent of your total turnover. This doesn’t mean you stop growing your large accounts, but it does mean you must actively nurture your smaller ones and bring in new larger clients to redress the balance. You also need to analyse profitability per client. Turnover is misleading if it is not supported by strong margins. A noisy client that consumes excessive service desk time may actually be one of your least profitable accounts, while a quieter one that steadily pays and adopts more of your stack could be a star performer. Break it down across support, subscriptions, projects, and hardware so you have a clear picture of where your profit truly sits. Building a growth plan around your client base is another powerful move. Upselling, cross-selling, and what’s often called whitespace selling can transform profitability without chasing new business. List your services against each client and see where the gaps are. Many MSPs overlook this because they are too busy firefighting, yet it’s one of the easiest ways to improve efficiency and increase turnover. Selling to people who already trust you will always be more effective than chasing cold prospects. Marketing plays a huge role here too. You cannot afford to stop and start your Marketing activity whenever you feel the pressure. Consistency is everything. Building a new client runway takes time and energy, and it is the only way to create predictable growth. The credibility, trust, and authority that comes with effective Marketing doesn’t happen overnight, but once the engine is working it gives you resilience when a client leaves. Too many MSPs wait until they are in crisis mode to switch Marketing back on, only to find that it’s far too late to plug the gap. Account management also needs to be taken seriously. Strong client relationships not only increase revenue but also help you spot risks early. Assigning account managers means you have people acting as the eyes and ears of the business, looking for new opportunities and changes in client circumstances. Focus your attention on accounts that are profitable and likely to grow. Sometimes the small clients today are the ones that explode tomorrow, and you want to be there when they do. Once you start putting these practices into place, the benefits compound. You sleep better at night because you’re no longer reliant on one client to keep the lights on. You build predictable growth because your Marketing engine is consistent, and your client portfolio is balanced. You increase your valuation because you’re spreading risk and demonstrating resilience. Most importantly, you gain the confidence to invest in your people, in automation, and even in acquisitions that can further dilute your concentration risk. The message here is simple: don’t let one client hold your business hostage. Analyse your profitability, manage your client concentration, keep your Marketing consistent, and strengthen your account management. When you do this, you protect your business, protect your team, and create the foundation to scale on your terms. This is how you build a business that works for you rather than you for it. That’s what this episode of the IT Experts Podcast is all about. It’s not about fear, it’s about taking control. Because the sooner you address this risk, the stronger and more valuable your MSP will become. Make sure to check out our 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/38543645

EP253 - Inside the MSP Growth Hub - Insights from September 2025 Client Intensive Event with Stuart Warwick, Clare Elliott, Julie Hutchison & Ian Luckett 10/05/2025

EP253 - Inside the MSP Growth Hub - Insights from September 2025 Client Intensive Event with Stuart Warwick, Clare Elliott, Julie Hutchison & Ian Luckett Stuart and I opened the room with a simple truth. Progress comes from consistency. The Intensive works because it anchors everyone to a living plan that links a three-to-five-year vision to an annual focus and down to a current sixteen-week sprint. When owners follow the process, complete their dashboards, and show up to the weekly rhythm, results compound. The Intensive is where that discipline gets renewed. People sit with peers, compare notes, and see with fresh eyes that the next leap is in reach when the right activity happens in the right order. A major theme this time was sales and marketing as part of our Scale with Confidence model. Many owners had been waiting for a perfect moment to build a pipeline engine. The Intensive reminded everyone that the engine starts turning when daily activity is tracked, reviewed, and refined. We unveiled a refreshed New Client Runway roadmap that simplifies the work into three plain steps with clear sub steps, templates, and ownership. The reaction in the room said it all. Heads were nodding. Teams could see what to do, when to do it, and who would lead each piece. Confusion lifted and energy rose because the path was visible. That is the purpose of the Intensive. Remove guesswork and create momentum. Leadership development featured strongly. Our leadership coach, Julie Hutchison, helped owners face a vital question. Who do I need to be to lead this next phase. Not only what do I need to do. The distinction matters. Doing solves tasks. Being sets culture, creates standards, and unlocks others. Julie also highlighted the power of partners in the room. Spouses and business partners arrived a little cautious then quickly felt welcomed as integral contributors. Once they saw where they fit in the plan they spoke up with insight and took ownership of the levers they can pull. The Intensive gave them a safe space to step forward. That is a win for alignment and a win for home life too. Finance was front and centre with our finance coach, Clare Elliott. Clare tied the sales and marketing conversation back to numbers that tell the truth. Run rate. Margins. Pipeline value by stage. Activity to meeting to proposal to sale. She challenged everyone to share financial targets with their teams so the whole business can rally. One client set a monthly target, shared it openly, and within forty-eight hours the gap narrowed to a few thousand pounds as the team pulled together. Another client crossed their million-pound milestone during the event. The cheer that went up summed up the spirit of the Intensive. Clear targets, shared ownership, and collective pride in progress. Across the tables a pattern emerged. Several owners felt overwhelmed even as the business was growing fast. They were in the thick of success and could not see the wood for the trees. The solution in the room was practical and calm. Step up to thirty thousand feet. Look back at how far you have come. Reconnect to the plan. Trim distractions. Commit to three priorities for the next sixteen weeks and move everything else to the later list. The Intensive created that breathing space. People left lighter because they made decisions and booked actions with dates and names against them. Community remains a secret weapon. The infamous quiz returned. Shirt of the day became a thing. Laughter flowed. Underneath the fun sits a very real benefit. Owners discover they are not alone. They swap playbooks, borrow templates, and set up follow up calls across the room. New friendships form that carry accountability far beyond the two days. The Intensive is a serious working event with a generous dose of human connection. That balance is why people come back. My own light bulb moments were clear. First, our support tracks are landing. Transform Your Profits, Team Performance Engine, Future Leaders, and the marketing implementation track are lifting capability across the community. Owners are not only learning frameworks. Their finance leads, marketing coordinators, and service managers are in the room learning the same language and building the same muscle. Second, our refreshed marketing roadmap removed friction. When people see the journey end to end, confidence goes up and action follows. Third, the message we share with the wider market needs to meet owners at the point where many decide to change. A large client leaves. A key staff member moves on. A retirement horizon becomes real. The Intensive surfaced that pattern again and it will inform our outreach so we can help at the right moment. To close, here is the essence of this episode and of the Intensive. Scaling an MSP is a process. Know your numbers. Build a plan you believe in. Execute the right activities in a steady rhythm. Develop leaders who can think and act without you. Share targets so your team can win with you. Surround yourself with a community that will cheer you on and hold you to account. The September Client Intensive delivered all of that. Plans were refreshed, confidence was renewed, and the ripple effect will show up in better weeks, stronger months, and a more valuable business. If you want your MSP to move from busy to purposeful and from hope to a clear path, the Intensive is where that shift begins and where it gets reinforced every time we come together. Make sure to check out our 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/38459645

EP252 - From Overwhelm to Overdrive – Streamline your Ops and Accelerate your Growth with Darren Strong & Ian Luckett 09/28/2025

EP252 - From Overwhelm to Overdrive – Streamline your Ops and Accelerate your Growth with Darren Strong & Ian Luckett Running an MSP can feel like a whirlwind of tickets, meetings, and decisions. This episode sets out a calm, workable route to operations that hum. Start with a clear plan that covers financials, growth, structure, and how each role fits. Communicate it well. Give every person a role profile, a scorecard, and clear expectations. When people know what they own and when to seek support, accountability rises, and your MSP becomes consistent and easier to lead. One of the key themes in this conversation is how important it is to have a clear plan. Without a plan, everything in the business defaults back to you and that is the fastest way to become stuck in overwhelm. The plan has to cover financials, growth, organisational structure, and how each role in the business fits into that picture. From there, it is about clarity and communication. Everyone needs to know what their role is, what success looks like, and how their contribution connects with the bigger goal. This is where simple tools like role profiles, scorecards, and clear expectations come in. When your people understand the boundaries of what they can own, and where they need to seek help, you not only empower them but also create consistency and accountability. We also cover the challenge of marketing for MSPs. Marketing is often seen as something mysterious or even unnecessary if referrals are coming in. Yet the MSPs that are really building momentum are the ones who are treating marketing like a serious business function. They are committing time and money to it, understanding that marketing is not about instant results but about building an engine that delivers leads consistently over the long term. Many MSP owners are highly technical and want to see immediate returns. They hire engineers and within three months they are delivering results. That expectation does not translate to marketing and sales. These functions take longer to build, require consistency, and need ongoing investment of both money and attention. What works is starting with something simple, shipping it, and learning as you go. Instead of overthinking or waiting until everything is perfect, you put your message out into the market and then refine it based on feedback. This is exactly how successful software products are built, and the same principle applies to marketing your MSP. The important thing is to stick to the plan, avoid chopping and changing strategies every few months, and have patience with the process. As with all things in business, consistency wins. When you measure activities and outcomes in a meaningful way, you can track whether your marketing is leading to calls being booked and conversations being opened. We also talk about how so many MSPs fall into the trap of using the same vanilla phrases when they try to differentiate themselves. Phrases like “we partner with our customers” or “it is all about people” are heard by prospects again and again, and they lose all impact. What lands is clarity of journey, strong communication, and the quality of how you manage people. Show how your team works, how you lead, and how you make outcomes repeatable. That is what sets an MSP apart. The other big area we highlight is the role of leadership and succession. Too many MSP owners hold onto everything because they fear losing control or they are unsure whether their people are ready. The truth is, your next level of growth only comes when you create space for others to take ownership. Coach people to grow into responsibility even if the first pass is not perfect. Over time the team will surpass expectations, and you gain the headroom to focus on strategy, new services, or acquisitions. A useful analogy that comes up is around focus. If you go out every morning and hit the same tree five times with a sharp axe, eventually the tree will fall. If you scatter your energy across ten different trees, you never make progress. The same applies in your MSP. Pick the three or four priorities that will make the biggest impact, put everything else in what we call the Disney drawer, and only go back to it once those priorities are delivered. This approach not only gives you results, it also builds confidence in yourself and in your team as you see the wins accumulate. The bottom line is simple. Create the plan, work the plan, and the plan will work. With consistency and discipline, you reclaim time, smooth out operations, and create the freedom to make the bigger moves that grow your MSP. Take a moment to review your own plan. Is it clear and visible? Does every person know their measures and next step? Are you investing enough time and money into Marketing so your MSP is not reliant on luck or referrals? Apply these lessons and you will move from overwhelm to overdrive with a business that feels lighter, faster, and far more predictable. Connect with Darren Strong through his LinkedIn by clicking . You can also visit their website and learn more about Scalable by clicking . Make sure to check out our 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/38372165

EP251 - Forget Marketing – Why Profit and Process Build a Valuable MSP with Ian Luckett 09/21/2025

EP251 - Forget Marketing – Why Profit and Process Build a Valuable MSP with Ian Luckett Over the last few days, I have had some powerful conversations with MSP owners about what really moves the needle when it comes to building a scalable and profitable business, and the truth is clear. A slick Marketing campaign will not compensate for weak processes, bottlenecks in delivery, or an MSP that still relies too heavily on the owner being needed in the day-to-day. I share in this episode how the three key pillars of your MSP – direction and planning, building an effective and scalable team, and then sales and Marketing – need to be kept in balance. Too often the third pillar is where everyone wants to start, because it feels exciting to get leads and talk about growth. But the more valuable thing to do is to look under the bonnet and build out efficient processes, solid leadership, and an operating model that can run without you. This is what creates real transferable value. This is what buyers look for when they assess an MSP. It is not only about the turnover or the top line, it is about the EBITDA, the profit margins, the efficiency, and the strength of the team. AI readiness was one of the big topics I covered, because while AI can speed things up, it cannot fix a broken help desk or replace processes that do not exist. If your MSP has gaps, inefficiencies, and inconsistent delivery, AI will only amplify the problem. Get your house in order first. Once your processes are mapped, optimised, and delegated, then AI can become the turbocharger for your business. Without that foundation, you risk being left behind while others take advantage of the efficiencies AI can deliver. Another big theme is the importance of the EBITDA multipliers. I explained how improving operational efficiency, reducing client concentration, securing longer contracts, and getting the owner out of the daily grind can all add direct value to your MSP. Each of these improvements has the power to increase your multiplier and add significant chunks of value to your business. We are talking in terms of hundreds of thousands of pounds when these changes are applied. That is worth more than years of struggling with Marketing campaigns that may or may not deliver the return you hoped for. I also shared some of the frustrations MSPs face when they stay stuck on tasks that are not theirs to do. Too many owners remain caught up in £10 an hour work when their real focus should be leading the business, coaching the team, and driving strategic value. Delegation is key here. Trust your team, cascade clear targets, and use operational scorecards to keep everyone aligned. When your team is empowered and accountable, the business can operate smoothly, clients are happier, and you can step back to focus on building value. Retention and operational maturity came through as another strong theme. Before chasing more leads, make sure your existing clients are delighted, your service is slick, and your delivery model is predictable. When you strengthen the foundation of your MSP, you gain the confidence to grow without fear of cracks showing as you scale. Your numbers become clearer, your cashflow more predictable, and your stress levels drop. It is all about building a business that works for you rather than you for it. The main point I wanted to drive home in this quick episode is that Marketing is not the silver bullet many think it is. Without strong processes, efficient systems, and a team that can operate without you, Marketing will only create more pressure. Instead, take the time to map your processes, delegate the right tasks, build operational scorecards, strengthen client retention, and then look at how AI can amplify it all. Once these foundations are in place, then Marketing will have the power to add real fuel to the fire. Until then, it can be a dangerous distraction that holds back your growth and keeps you stuck. So this episode is a jab in the ribs for all MSP owners who feel the urge to throw everything at Marketing before their business is ready. Lift the bonnet, tune the engine, and make sure your MSP is efficient, profitable, and truly valuable. When you do that, not only does your EBITDA rise, but you also create the freedom of choice. Whether you want to grow, exit, or simply enjoy a business that runs smoothly without you, the outcome is far more rewarding. That is when you truly build an MSP that works for you, your team, and your clients. Make sure to check out our 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/38284975

EP250 – Milestones That Matter After 250 Episodes with Ian Luckett & Stuart Warwick 09/14/2025

EP250 – Milestones That Matter After 250 Episodes with Ian Luckett & Stuart Warwick In this special episode Stuart and I take time to reflect on the milestones that have shaped our partnership, our clients, and the Growth Hub as a whole. We start right at the beginning when we first met. It was late in the Covid period and what started as a one-to-one conversation quickly turned into something much bigger. We realised that our values aligned, that our different personalities and skills would complement each other, and that together we could help more people, change more lives, and have a greater impact. That first milestone of recognising the power of working together has been the bedrock of what we do today. We talk about how important it is for MSP owners to think about partnerships in their own business. Whether you are bringing in a shareholder, working with a potential acquisition partner, or developing your senior leadership team, you need both shared values and complementary skills. Stuart and I are very different in pace, approach, and thinking, but those differences have made the Growth Hub stronger. For MSPs the lesson is clear. Build a team where everyone brings something different to the table but is pulling in the same direction. Another milestone was the integration of our frameworks, models, and clients. We both had our own ways of working and separate groups of clients when we joined forces. Instead of keeping things divided we decided to combine everything. We pulled together our systems, refined the content, and aligned everything around one shared approach. That was when the Scale with Confidence system really began to evolve. We also brought all our clients together, regardless of what they were paying at the time, and focused purely on delivering massive value. For MSP owners this mirrors what happens when you go through M&A or team integration. The milestone is not only in joining the businesses together but in aligning values, streamlining systems, and creating a single powerful client journey. We also highlight the milestones in our marketing journey. Marketing to MSPs is not easy because you are busy, your world is changing quickly, and you are bombarded with content every day. What has made the difference for us is listening to what you tell us. Whether it is in coaching calls, events, or informal conversations, we listen to the problems MSP owners share and we turn those into practical content. That has led to a marketing machine that attracts the right people at the right time and makes sure we are having conversations that matter. The lesson here for MSPs is not to overcomplicate marketing. Think about how your clients want to be communicated with, meet them where they are in their journey, and build the right content to help them take the next step. One of the most powerful milestones we discuss is the importance of future vision. Every MSP business will be sold one day. Whether you plan for it or not, whether it is to employees, family, or an external buyer, the day will come. The milestone is realising that you need to be building a saleable business today if you want to maximise value tomorrow. That means strong systems, predictable recurring revenue, clear leadership, and transferable value. Many MSP owners put this off until it is too late. The shift comes when you deliberately start to build a business that has value beyond you as the owner. In this episode Stuart and I also share how our vision goes beyond the Growth Hub. We both have personal connections to supporting people with special needs and we are building towards creating a supported living initiative as part of our long-term legacy. That north star keeps us focused and reminds us that the work we do with MSPs is not only about revenue growth and EBITDA multiples. It is about creating businesses that enable owners to live their lives with purpose and choice. 250 episodes in, we are still as energised and committed as ever. The milestones so far have been significant, from our first meeting, to building the Growth Hub, to refining our frameworks, to helping dozens of ambitious MSPs scale with confidence. The future milestones are even bigger. Whether that is supporting more MSPs to reach the one million mark, helping those already there to accelerate to five million, or preparing owners for successful exits, our focus is clear. We finish this episode by raising a glass to you, our listeners, clients, and supporters. Thank you for being part of this journey and for sharing your feedback, ideas, and encouragement. This podcast would not exist without you. Here is to the next 250 episodes, to more milestones that matter, and to helping even more MSP owners build businesses that give them freedom, impact, and fun. Make sure to check out our 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!  /episode/index/show/itexperts/id/38202350

EP249 - From License Costs to Lasting Value - Mastering M365 & Copilot ROI with Phil Hames and Ian Luckett 09/07/2025

EP249 - From License Costs to Lasting Value - Mastering M365 & Copilot ROI with Phil Hames and Ian Luckett Phil explained that Microsoft has made Copilot a central part of its roadmap. This means MSPs cannot afford to sit back and wait. If you are not leading your clients into Copilot, someone else will. That could mean losing accounts that you have worked hard to win. Phil shared how his own business moved from experimenting with ChatGPT into fully embedding Copilot across their development and operations. By doing so, they cut development cycles down to a fraction of the time. What used to take ten days is now done in a single day. That sort of productivity gain is not about gimmicks, it is about efficiency, growth, and having more capacity to serve clients better. One of the big themes from our conversation was the need to link Copilot to ROI. Phil Hames emphasised that clients do not care about the tech in isolation, they care about outcomes. If you are speaking to an MD or FD, the language is about time saved, money protected, and revenue increased. A great example Phil shared was a systems integrator who said without Copilot he would need two assistants to handle the workload. That is the kind of proof point that matters in boardroom conversations. If MSPs focus on ROI, then Copilot becomes a way to open up strategic sales conversations instead of ending up as small talk at events. We also talked about how to use Copilot to create professional service opportunities. Too often, MSPs risk giving it away by showing the wow factor without packaging it up. Phil outlined how readiness assessments can form the foundation. By reviewing secure scores, checking for malware, ensuring data backup practices are solid, and highlighting user adoption gaps, you immediately move the discussion into risk management and ongoing service delivery. He explained that the average secure score across Microsoft 365 tenants is barely above 50 per cent, and only a small minority get above 70 per cent. That means the majority of businesses are leaving themselves exposed. By positioning Copilot readiness alongside security and compliance, MSPs can frame projects that deliver real value and recurring service opportunities. One of the most powerful ideas from Phil Hames was how to approach Copilot not as a standalone toy but as part of the wider Microsoft stack. That means choosing strategic projects with clients, solving real problems with measurable outcomes, and then wrapping managed services around them. He shared the story of an agricultural business that used AI to transform their call handling process. By capturing information automatically, decisions could be made faster, response times improved, and fewer staff were needed to handle the same volume. That is where Copilot creates ROI. MSPs who take this approach will have clear case studies to take to prospects and new markets. We also explored the risk conversation. Many MSPs worry about how to move from talking about features to talking about business value. A practical way is to ask a client to outline their biggest business risks. If IT is not near the top, that raises alarms in itself. By integrating Copilot into this discussion, MSPs can highlight how unprotected data, misconfigured SharePoint access, or weak security controls can turn new AI functionality into a huge vulnerability. As Phil put it, switching on Copilot without readiness is like leaving the office door wide open overnight. This makes the need for ongoing management, monitoring, and support services absolutely clear. Phil also encouraged MSPs to think about specialisation. If you build a Copilot project in one sector, do not reinvent the wheel for the next client. Package it up, document it, and replicate it across similar businesses. This approach means MSPs can build repeatable services, increase margins, and create frameworks that scale. It is the same principle as writing a book that sells thousands of copies instead of a single edition. By niching down, you can become the go to provider for that sector’s AI and Copilot needs. As we wrapped up the conversation, Phil Hames outlined three clear actions for MSPs. First, use Copilot internally so you have credibility and real stories to share. Second, package your offering so it is not only about licences but about readiness, adoption, and measurable usage. Third, keep ROI at the centre of every conversation. Without showing return on investment, clients will not stay engaged and you will miss the chance to build lasting value. This episode was packed with practical insight that every MSP can take away. Copilot is not a passing trend, it is a core part of Microsoft’s future and therefore a core part of the MSP service stack. If you approach it with the mindset of ROI, risk management, and repeatable solutions, then it becomes a gateway to bigger projects, stronger client relationships, and more profitable services. Phil Hames summed it up perfectly: if you are not in AI, how are you going to be in IT? It is time to embrace Copilot, not as a gimmick, but as a tool for growth, security, and long term client value. Reach out to Phil Hames by visiting the TBSC website, just click , or you can also email him directly at Make sure to check out our 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/38105735

EP248 – Why You Must NEVER Use AI In Your MSP! with Jamie Claret & Ian Luckett 09/01/2025

EP248 – Why You Must NEVER Use AI In Your MSP! with Jamie Claret & Ian Luckett We began by talking about the misconception that AI is a silver bullet that can be dropped into any MSP and instantly transform it. Jamie explained that AI on its own is like a brain in a jar, full of potential but not connected to anything. Automation on the other hand is like the hands, the part that does the work. When you combine the two, you get intelligent automation and that is where the real business value sits. The challenge for MSPs is not to get caught up in the marketing hype but to understand what AI really is and how it can be applied in practical ways to drive efficiency and profitability. Jamie shared his perspective from running his own MSP for more than 25 years and highlighted that most MSP owners are being bombarded with terms like AI, automation, and intelligent automation without any clear definitions. He broke it down simply, helping us see that the language being used is part of the problem. Clients often say they want AI to solve something, but in reality, they mean automation. This is why clarity is so important for MSPs if they want to build trust with their clients and not get lost in the buzzwords. One of the strongest points in the conversation was that AI will not fix a broken process. If your MSP has unclear or inefficient processes, then adding AI or automation on top will only make a bad situation worse and faster. Jamie encouraged MSP owners to start by mapping out their processes clearly, whether that is on a whiteboard or with sticky notes on a wall. Get the people who are involved in those processes to contribute so that you build an accurate picture of what really happens in your business. Only then can you decide which parts of the process could benefit from automation and where AI might add intelligence. We also talked about the need for MSPs to adapt. Internally, MSPs need to be using automation and AI to improve the way they work, because competitors are already doing so. Externally, MSPs need to be ready to support their clients with education, guidance, and delivery of AI solutions. If they are not, then clients will go elsewhere and potentially move their entire IT relationship with them. The message was clear: adapt or risk being left behind. Another important area we explored was the role of people. There is a fear that lower-level engineering roles in MSPs will disappear because AI and automation will take them over. Jamie’s view is that while some tasks will be automated, the human element will always remain essential. Clients want to hear a human voice, particularly when something goes wrong, and they want to feel reassured that someone is standing alongside them. This is what builds trust and delivers the kind of service experience that creates long-term loyalty. Automation and AI should be used to enhance productivity and free up time for teams to focus on more valuable work, not as a replacement for people. Jamie also shared practical advice for MSPs on where to start. Do not attempt to automate the most complex processes first. Instead, look for low complexity and high benefit wins. These might be gathering information into systems or notifying clients of ticket progress. These areas are often simpler to automate and can deliver quick results, creating momentum for bigger changes later on. He explained his gains methodology that looks at gathering, action, intelligence, and notify steps in processes, with the best starting points often being the gathering or notifying stages rather than jumping straight into the intelligence part. We closed the conversation with some reflections on the future of MSPs in a world increasingly shaped by AI. Jamie’s prediction is that MSPs will either embrace automation and AI as part of their service or risk being displaced by companies who do. He also believes there will be a convergence, where clients expect MSPs to deliver both IT support and automation services. Those MSPs who can educate their clients, deliver meaningful improvements, and keep the human touch will thrive. This episode is a powerful reminder that AI in your MSP is not something to fear but something to understand properly. If you approach it with clarity, focus on your processes, involve your people, and take it step by step, then you can harness its potential to create a stronger, more efficient, and more valuable business. AI is not a magic fix, but in the right hands and with the right mindset, it can be a game changer for MSPs who are willing to adapt and lead their clients with confidence. Connect with Jamie Claret through his LinkedIn or if you want to learn more about Autonomate, feel free to visit their website Make sure to check out our 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 to get your copy. Connect on LinkedIn with Ian and also with Stuart by clicking this And when you’re ready to take the next step in growing your MSP, come and take the . 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 Until next time, look after yourself and I’ll catch up with you soon!   /episode/index/show/itexperts/id/38043475

IT Experts Podcast with Ian Luckett

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