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!

EP229 – Ask Stuart #19 – Help! …I’m Scared of Niching My MSP Marketing with Ian Luckett & Stuart Warwick 04/21/2025

EP229 – Ask Stuart #19 – Help! …I’m Scared of Niching My MSP Marketing with Ian Luckett & Stuart Warwick Or more accurately, the fear of niching. It’s that internal tug-of-war between wanting more leads and being scared that if you narrow your focus, you’ll somehow lose out on opportunities. So in this episode, I turned the tables and interviewed my co-host Ian Luckett, who’s been doing some seriously powerful work with our clients on this very subject over the past 12 months. Let’s get this out in the open straight away – niching is not about turning people away or putting your business in a box. It’s about getting clear on who you help, how you help them, and making sure your marketing speaks directly to them in a way that resonates. One of the stories Ian shared perfectly summed this up – a smoked meat restaurant that had crafted a name for itself by focusing purely on one thing: slow-cooked, smoked meats. The manager wasn’t just someone running a restaurant – she knew the ins and outs of the process, the timing, the flavours, and what makes it exceptional. That’s expertise. That’s niching. And it’s a brilliant metaphor for your MSP business. When you’re known for something, people remember you. They seek you out. They refer you. Throughout the episode, we reminded listeners that niching is, at its core, a marketing exercise. You’re not changing the structure of your MSP. You’re not excluding existing clients or rewriting all your service offerings. You’re simply putting a wrapper around your message that clearly communicates the value you bring to a specific audience. Whether it’s accountants in the North West, architects in the Midlands, or hybrid-working legal firms in London – if your MSP can solve a clear problem for a group of people, and you can talk about that in their language, you’re already halfway there. Ian explained that one of the biggest blocks MSP owners hit is thinking they have to do a full business overhaul to niche effectively. But in reality, it’s about small steps. One message. One landing page. One campaign. That’s all it takes to start seeing what lands, what generates curiosity, and what brings in the right leads. And that’s key – the right leads. Leads who already understand what you do, who are pre-qualified, and who are much more likely to convert. It’s easier, more efficient, and ultimately more profitable. We talked about clients who’ve seen significant growth simply by getting tighter with their niche. One MSP doubled his business over two years after focusing on a sector he’d previously worked in. His background gave him credibility. His language mirrored that of his audience. His content hit the mark. Suddenly, he wasn’t chasing leads – they were coming to him. Another client narrowed his niche down to a specific profession in a specific location – and it transformed his marketing from generic and vague to clear, direct and compelling. This kind of shift is possible for every MSP – but you’ve got to start by looking in the rear-view mirror. Where have you been? Which sectors have brought you the best clients? Where do you already have expertise, even if you’ve not yet capitalised on it? AI can help with this, too. Use tools like ChatGPT to map out the pain points of your ideal niche, how your MSP solves those issues, and how to speak to them in ways that cut through the noise. Within half an hour, you can have a rough blueprint for your niche strategy. And don’t forget the power of geography – you don’t always have to go industry-specific. Sometimes being the go-to IT provider for a specific area is more than enough to build traction, reputation and referrals. The real kicker in all of this is the value of your business. A well-positioned, niched MSP is worth more when you come to exit. It’s more attractive to buyers, less reliant on you as the owner, and easier to grow because you’ve already built a repeatable, scalable marketing engine. And for those worried about stepping back or scaling out of the day-to-day, niching makes it easier to teach your team how to sell what you do – because the messaging is clearer and the target is sharper. If there’s one message we want you to take away from this episode, it’s this: you don’t have to niche your MSP overnight. But if you want more leads, better leads, and a more valuable business in the long run, you need to start somewhere. Try one message, one audience, one clear offer – and see what happens. And if you’re not sure how to do that, we’ve got plenty more episodes that walk through building your funnel and your marketing engine, step by step. You don’t need to be everything to everyone. You just need to be the right solution to the right people. That’s the power of niching for MSPs. 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/36207950

EP228 – MSP Lead Gen Secrets with Scott Millar & Ian Luckett 04/14/2025

EP228 – MSP Lead Gen Secrets with Scott Millar & Ian Luckett Now, for those of you who don’t know Scott, he’s been helping MSPs since 2016 after experiencing the all-too-familiar frustration of lead generation in his own MSP. As he says, once you’re in the room with a prospect, it’s usually straightforward to talk about tech, pain points and solutions. The hard bit? Getting in the room in the first place. That challenge became the mission behind IT Rockstars, and today Scott works with hundreds of MSPs around the world, transforming how they attract and engage new business. The heart of our conversation was about practical, real-world tips for MSPs who want to finally get some traction with their marketing. One of the key points Scott made early on was the power of lead gen ads—especially using Meta (yes, Facebook and Instagram), not just LinkedIn. It’s a bit counterintuitive, but Meta’s algorithm is miles ahead when it comes to identifying and targeting the right people based on behaviour, not just job titles. And with lead forms that open within the feed, the friction for conversion is much lower. Scott shared that they’re seeing cost-per-lead figures of £3–£4 for webinar sign-ups, which is incredible when you think about the quality and warmth of those leads. Another gem in this episode was around how to actually use AI in your marketing without it turning into robotic mush. Scott walked us through how he uses tools like Descript and ChatGPT to turn transcripts into blog posts and LinkedIn articles. And the best bit? If you tailor your prompts properly, the output feels more human, more you—and less like it’s been churned out by a bot. As we said, it’s like baking a cake: if the ingredients are good and you’ve got the right recipe, the result is going to taste spot on. Scott and I also got into one of my favourite topics: the importance of building a Power Audience. That is, creating a group of people who want to hear from you. Not cold outreach, not spamming inboxes, but an actual audience who’ve opted in because your messaging resonates. Once those leads are in, that’s when the real work starts—nurturing them with regular value-add content, running useful webinars, and having follow-up processes that are simple, human and consistent. MSP marketing doesn’t need to be complex, it just needs to be consistent and personal. We touched on the elephant in the room too: SEO. Scott was very open about this—yes, SEO still has its place, especially when you go after low-hanging fruit keywords like “cyber essentials price” (hint hint), but it’s not the golden ticket some think it is. Algorithms change, rankings fluctuate, and if you’re not careful, you end up building your whole strategy on shifting sand. Instead, focus on what you can control—your content, your voice, and your relationships. There was also a brilliant reminder from Scott that when it comes to lead magnets, the old-school PDF downloads don’t really cut it anymore. What’s working now are educational, insight-driven webinars, where you show up, deliver real value, and start building that all-important trust. As Scott says, getting uncomfortable—whether that’s showing up on camera or hosting a webinar—is often the fastest route to growth. It’s not always easy, but it is simple. And finally, a golden nugget to finish: don’t just focus on who isn’t ready to buy. Many leads aren’t in buying mode today, but they might be in six months. Your job is to stay visible, stay valuable, and be the one they remember when they’re ready. Nurture, follow up, and—this bit I loved—don’t forget the referral goldmine in your list. A formal referral programme can turn a “maybe” into a warm intro with zero ad spend. So, if you’re serious about getting your MSP’s marketing moving, stop overthinking it. Try a lead gen ad. Run a webinar. And most importantly, play the long game. Scott Millar’s insight today is a brilliant reminder that MSP marketing isn’t about magic tricks. It’s about showing up with the right message, at the right time, to the right people—and doing it in a way that feels natural and honest. Connect with Scott Millar through his LinkedIn and to learn more about Scott and his work with MSPs, check out 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/36099090

EP227 - Preparing Your People for M&A with Alison Whitfield & Ian Luckett 04/07/2025

EP227 - Preparing Your People for M&A with Alison Whitfield & Ian Luckett Now we all know M&A – mergers and acquisitions – can be one of the fastest ways to grow and scale your business. Once you’ve got your house in order, and you’re running at a solid EBITDA with strong operational maturity, bolting on new businesses might seem like the logical next step. But – and it’s a big but – what’s often overlooked is what that really means for your people. And if your culture, leadership, and structure aren’t ready, the train can very quickly come off the rails. Alison brings a grounded, real-world view to this conversation. She’s been on the front line of some pretty major acquisitions, including one that jumped from £8m to £24m turnover and took the team from 45 to 140 heads almost overnight. And she shares, with honesty and clarity, what it actually takes to pull this off in the real world – and how to stop your people, and ultimately your growth, from falling apart at the seams. We talk about the massive difference between tactical HR and strategic HR. It’s one thing having your contracts and compliance sorted, but when you’re growing – especially through M&A – you need to shift your mindset. Strategic HR is about seeing your people as assets who are actively driving your commercial goals, not just passengers on the bus. If you’re growing from 30 to 50 to 60 people – whether gradually or through acquisition – you need the structure, the leadership, and the culture that will carry the weight of that growth. One of the key points we covered is that M&A isn’t just about the deal. Signing the contract is only the halfway point – the real work starts once the ink is dry. Integration takes time, effort and energy. The leadership team will be tired, decision-fatigued, and ready to move on. But for your people – this is day one. For those coming into your business through the acquisition, it can be an unsettling, nerve-wracking time. They didn’t choose this change – it’s been done to them – so empathy and clear communication are absolutely essential. Alison shares her proven approach, which includes creating a detailed FAQ document before the announcement is made. This answers the big, scary questions your team will have: “Is my role changing?”, “Is my manager changing?”, “Will I have to move?”, “What’s happening with my benefits?” It sounds simple, but this one proactive step can calm the chaos and build confidence straight out of the gate. And that goes for both sides – your existing team will have just as many concerns as the team you’re bringing in. Having honest, timely conversations is key. We also discussed the importance of appointing a dedicated facilitator – someone who knows your business inside out and can lead the integration project. Whether it’s a head of people internally or a consultant who’s been through this before, this person becomes the glue that holds the project together. They keep the comms flowing, make sure nothing falls through the cracks, and allow the senior leadership team to stay focused on the bigger strategic picture. Crucially, M&A should never become BAU – Business As Usual. It’s a project – a big one – and it needs to be treated as such. Weekly updates, clear milestones, and a firm timeline for integration are essential. Otherwise, you risk ending up with multiple businesses operating under one roof, with different systems, processes, and a fractured culture – and that’s the opposite of scale. If you’re an MSP leader even thinking about growing through acquisition, this episode is a must-listen. Alison Whitfield brings not just the strategy, but the practical wisdom that comes from years of experience. Her insights on people, planning and culture are gold dust – especially in the fast-paced world of M&A. For more insights on structuring and growing your MSP, connect with Alison Whitfield on or visit to learn more about their people and culture solutions. 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/36008590

EP226 – What To Do When Your Clients Say They Can’t Afford You Anymore with Clare Elliott & Ian Luckett 03/31/2025

EP226 – What To Do When Your Clients Say They Can’t Afford You Anymore with Clare Elliott & Ian Luckett But is that really the end of the road, or is there something you can do to keep that client, maintain profitability, and avoid unnecessary churn? In this episode of the IT Experts Podcast, I sat down with our resident finance coach, Clare Elliott, to explore what MSPs can do when faced with clients who are reconsidering their contracts. Clare works with MSPs every day inside the Growth Hub, helping business owners understand their numbers, optimise their pricing, and make better financial decisions. One of the key takeaways from our conversation is that if a client calls you to say they’re leaving, it should never come as a surprise. If you’ve been proactively managing your client relationships, you should already have an idea of their situation. So, the first tip is simple but powerful—know your clients. Regular account management, consistent check-ins, and open communication ensure that you’re never blindsided by a client’s decision to leave. It also means you have a chance to address any concerns before they become deal-breakers. Another critical point we covered is that MSPs must know their numbers inside out. Many business owners avoid digging into their financials because they find them dull or even intimidating. But the reality is, without a clear understanding of your profitability—by client, by service, and by contract—you could be working with accounts that are costing you money rather than generating it. Clare highlighted how important it is to track the profitability of each client, ensuring they’re worth retaining. If a client isn’t profitable, their departure might not be a bad thing. In fact, it could free up resources for better opportunities. We also discussed the importance of value perception. Sometimes, when a client says they can’t afford you, what they’re really saying is they don’t see enough value in what they’re paying for. This is where proactive communication is essential. MSPs need to regularly remind clients of the benefits they receive—whether that’s seamless IT support, cybersecurity protection, or increased business efficiency. If clients don’t see what you’re doing in the background, they might assume they’re paying for less than they’re actually getting. MSPs should be educating clients on the value they provide, whether that’s through case studies, testimonials, or regular business reviews. The more you communicate your worth, the less likely a client is to see your service as an unnecessary expense. One of the biggest mistakes an MSP can make when a client threatens to leave is resorting to discounts as a knee-jerk reaction. Clare and I both agreed that discounting is a dangerous path. It not only reduces profitability but also sets a precedent for future price negotiations. Instead, MSPs should focus on reinforcing the value of their service. If a client is genuinely struggling, consider restructuring their package rather than simply lowering the price. Having clear service tiers, such as a gold, silver, and bronze package, can help give clients flexibility while maintaining overall profitability. Security also plays a huge role in pricing and client retention. I’ve heard from MSPs who still offer security as an optional extra rather than making it a non-negotiable part of their service. Clare made an excellent point—security should never be an option. MSPs that separate security from their core offering run the risk of clients opting out, exposing themselves to unnecessary risks, and blaming their provider when things go wrong. If an MSP isn’t making security a baseline requirement, they need to rethink their approach. Finally, we discussed knowing when to walk away. Not every client is worth saving. If you’re constantly firefighting an unprofitable client or bending over backwards to accommodate their demands, it might be time to let them go. Business owners often feel nervous about losing a customer, but keeping a bad-fit client can sometimes be worse than losing them. By knowing your financials and understanding the true cost of service delivery, you can make confident decisions about which clients are worth fighting for and which ones you should let go. At the end of the day, MSPs need to be proactive, data-driven, and confident in their value. If you’re managing your client relationships well, staying on top of your numbers, and ensuring your pricing reflects your worth, you’ll be in a much stronger position to handle pricing objections and client churn. And if a client still decides to leave, handle the offboarding professionally—you never know when they might come back. 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/35889730

EP225 – Inside the MSP Growth Hub – January 2025 Intensive Round Up with Stuart Warwick, Clare Elliott, Julie Hutchison & Ian Luckett 03/21/2025

EP225 – Inside the MSP Growth Hub – January 2025 Intensive Round Up with Stuart Warwick, Clare Elliott, Julie Hutchison & Ian Luckett I’m joined by fellow MSP Growth Hub coaches Stuart Warwick, Julie Hutchison, and Clare Elliott, as we reflect on the key takeaways from our January 2025 two-day intensive. These intensives are the cornerstone of the MSP Growth Hub’s Scale with Confidence model, bringing together MSP owners and leaders to reflect, reset, and refocus on their business growth. The January event was centred around the theme of ‘Harnessing Ambition’—not just setting strategic goals but ensuring they are cascaded throughout the entire organisation. This is where business owners can make real progress, ensuring their company, departments, and individuals are all aligned and working towards the same vision. When this is done properly, businesses accelerate growth, eliminate friction, and reduce stress for the owner and their teams. One of the most powerful aspects of these events is the energy in the room. We had around 55 MSPs from all different stages of business maturity, but each and every one of them had a clear plan. They knew their headline numbers, their biggest challenges, and what they wanted to get out of the two days. And while there was plenty of networking (and cake!), this wasn’t just a social gathering. It was a working event. In fact, we encourage attendees to take an extra decompression day afterwards to process everything they’ve learned and recalibrate their action plans. A standout session from this intensive was our deep dive into transforming profits in 180 days. Clare and Stuart walked the room through a practical framework that got everyone thinking differently about their numbers. Many realised they had never truly understood their financial levers and wished they had brought their finance teams along—though, of course, this session was specifically designed for MSP owners to take ownership of their financial strategies. We focused on high-level principles of financial management, helping them understand how to improve profitability in a structured way that compounds year on year. Another major highlight was Julie’s session on identifying and developing future leaders within an MSP. So many business owners struggle with delegation and succession planning, yet they have potential leaders sitting right in front of them. The key is not just identifying technical skill but looking for people who genuinely want to lead. As Julie put it, if you don’t give those people the opportunity to grow, they will find it elsewhere. She introduced a simple scoring system that helped MSP owners assess their teams objectively, ensuring they are nurturing the right people and not just promoting someone because they’re the best technician. A personal highlight for me was delivering the ICE Framework—a brand-new, practical system to help MSP owners escape overwhelm, find more time, and focus on the right activities. From time management to prioritisation and delegation, we crammed every ounce of value into this framework. The feedback was fantastic, with many attendees saying it was the missing piece they needed to create more headspace and get out of the daily firefighting mode. It’s now a permanent part of our growth system, sitting in the Vault for members to access anytime. What makes these events so special isn’t just the frameworks and strategies—it’s the shared learning. The room is packed with like-minded business owners who are all on the same journey, using the same language, frameworks, and processes. That alignment is what allows them to move faster, make better decisions, and ultimately compress the time it takes to scale. The discussions, the problem-solving, and the breakthroughs that happen in real-time are what make these intensives so impactful. And the impact doesn’t stop when the event ends. The ripple effect through MSP teams is incredible. We saw business owners leaving with a renewed sense of purpose, taking what they learned straight back to their teams, engaging them in the vision, and aligning everyone with the company’s mission. We even had one MSP receive a thank-you gift from their team because they had gone back, implemented everything, and made such a difference to the way they operated. That’s what it’s all about—helping MSP owners build businesses that work for them rather than them being stuck in the day-to-day grind. Looking ahead to our next event in May, we’ll be focusing on ‘Amplifying Capacity.’ This means going deep into team structures, operational efficiency, and leadership skills. We’ll be tackling topics like how to get more from your people, how to recruit and retain the right talent, and how to eliminate the bottlenecks that slow down business growth. Expect practical workshops, panel discussions, and insights on everything from using productivity tools like Asana to maximising PSA systems. And, of course, Julie will be leading a powerful session on dealing with difficult conversations—something every MSP leader needs to master. For anyone listening who wants to get more insight into how the MSP Growth Hub can support your business, we’d love to connect. You can or drop me a message on for a chat. Running an MSP can be a lonely place, but it can also be an amazing place with the right support network. That’s why we do what we do—to help MSP owners make a bigger impact, change more lives, and enjoy their business journey. 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/35809965

EP224 – What’s the Perfect Structure for an MSP? with Alison Whitfield & Ian Luckett 03/14/2025

EP224 – What’s the Perfect Structure for an MSP? with Alison Whitfield & Ian Luckett Many MSPs start with a handful of technical people, then bolt on account management, sales, marketing, and operations as they grow. But without a clearly defined structure, this approach can create inefficiencies, miscommunication, and stalled growth. That’s why we brought in Alison Whitfield from Cultivate People Services, a people and culture expert with a wealth of experience working with MSPs. Together, we unpack the essential components of structuring an MSP for growth, leadership development, and team alignment. Alison shares her perspective on why structure is so much more than just an organisational chart or job descriptions. She compares a well-structured MSP to an orchestra, where the conductor sets the pace and ensures each musician plays their part in harmony. In an MSP, the leadership team acts as the conductor, guiding different departments while allowing them to operate effectively within their roles. Without this level of coordination, businesses risk becoming chaotic, where people take on mismatched roles, processes break down, and leadership gets bogged down in daily operations rather than focusing on strategic growth. One of the key takeaways from this conversation is the importance of defining leadership roles early on. Many MSP owners make the mistake of promoting internally without fully assessing whether the individual is ready for leadership. Just because someone is a brilliant technical expert or account manager doesn’t mean they’ll thrive in a leadership position. Alison emphasises that the transition from a technical role to a senior leadership team (SLT) role requires different skills—strategic thinking, communication, and the ability to manage and inspire a team. That’s why it’s crucial to evaluate potential leaders based on their ability to drive the business forward, rather than simply their tenure or technical expertise. We also touch on the reality that most MSPs don’t get past the £1 million turnover mark, largely due to poor structure. If an MSP wants to scale beyond this, it needs to establish a proper SLT with clear departmental functions, accountability, and measurable outcomes. But as we discuss, there’s no shop called 'SLTs R Us' where MSP owners can simply pick out a ready-made leadership team. Instead, they have to be intentional about developing leaders internally or bringing in external talent who align with their business vision and culture. Alison highlights the critical need for strong communication across all levels of an MSP. Many businesses assume that everyone understands the company vision, but often, strategy is only understood at board level while the rest of the team remains out of the loop. This creates internal conflicts, especially between service and sales teams, as they struggle to see how their roles contribute to the overall business success. The solution? A structured approach to internal communication—regular meetings, clear role definitions, and alignment on key objectives so that every team member knows their contribution to the bigger picture. Recruiting the right leaders is another major challenge for MSPs, especially when filling gaps in an SLT. Alison advises MSP owners to start by defining exactly what they need from a role before hiring. Is it a Chief Technology Officer, a Head of Operations, or a Commercial Director? More importantly, does this person need to come from a similar-sized MSP or from a different background? Bringing in someone who has only worked in a highly structured corporate environment may struggle in a fast-moving MSP where adaptability is key. Understanding the culture and operational pace of an MSP is just as important as technical expertise. We also explore the growing trend of fractional leadership, which is becoming an invaluable solution for MSPs that need experienced leadership but don’t require (or can’t afford) full-time roles. Many MSPs looking to scale can benefit from a fractional CIO, CTO, or COO who brings expertise and strategic oversight without the long-term commitment of a permanent hire. This approach provides flexibility, ensures that high-level decisions are being made, and prevents business owners from becoming overwhelmed by operational responsibilities. The conversation then shifts to leadership models and how they impact MSP structure. Alison emphasises that there’s no one-size-fits-all model—every MSP must build a structure that fits its size, growth ambitions, and company culture. However, certain fundamentals remain universal: defining a clear vision, having structured departmental plans, and ensuring that every role contributes to business growth. Whether a business is running a flat structure with few management layers or a more hierarchical setup, the key is clarity—who is responsible for what, how decisions flow, and how success is measured. One of the biggest pitfalls we see in MSPs is a lack of focus on operational efficiency. Many MSPs end up stagnating at break-even because they fail to measure success properly. Business owners must be clear on what their teams need to deliver. Are they driving revenue? Improving client retention? Expanding service offerings? Without these key performance indicators, an MSP can fall into the trap of 'busyness' without real business progress. Alison leaves us with a final thought: MSPs need to take structure seriously if they want to grow beyond the owner-operator phase. Every MSP must define what success looks like, ensure clear communication across the team, and build a leadership structure that supports both day-to-day operations and long-term strategic goals. Whether this means promoting from within, hiring externally, or leveraging fractional leadership, the key is to be proactive rather than reactive. For more insights on structuring and growing your MSP, connect with Alison Whitfield on or visit to learn more about their people and culture solutions. For further information on The MSP Growth Bootcamp starting on 1st April - Click 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/35702290

EP223 – Ask Stuart #18 - The Consequence of Not Stopping! And Taking Stock with Ian Luckett & Stuart Warwick 03/07/2025

EP223 – Ask Stuart #18 - The Consequence of Not Stopping! And Taking Stock with Ian Luckett & Stuart Warwick As business owners, we often pride ourselves on pushing forward, solving problems, and keeping things moving. But what happens when we don’t stop to reflect? What are the hidden risks of ploughing ahead without taking a moment to reassess our strategy, our goals, and even our own leadership? Stuart and I unpack exactly that in today’s conversation, and trust me, if you’re an MSP looking to scale, this is something you don’t want to ignore. We all know the feeling of getting caught up in the day-to-day operations—whether it's handling client issues, managing your team, or dealing with the constant flow of incoming tickets. But without stepping back, you’re in danger of drifting into what Stuart calls the Black Box—a state of denial where problems build up unnoticed until they explode into full-blown chaos. One of the biggest risks for MSPs is failing to see the early warning signs, whether that’s declining profit margins, client dissatisfaction, or employees who are disengaged and looking to move on. We introduce a simple yet powerful tool to help MSPs assess where they’re spending their time and energy—the Momentum Matrix. This model divides your business state into four quadrants: Performing, Denial (Black Box), Chaos (Red Box), and Renewal. Every MSP wants to be in the Performing quadrant, where things are running smoothly—revenues are strong, customers are happy, and your team is motivated. But many businesses get trapped in the Black Box, ignoring the small issues that eventually push them into Chaos, where they’re forced to react to major problems. It’s only when this happens that business owners wake up and move into Renewal, where they finally take action to fix what’s broken. But here’s the thing—what if you didn’t have to wait for a crisis to enter renewal? What if, instead of swinging between denial and chaos, you could move directly between Performing and Renewal, constantly refining and improving your MSP without ever hitting a major setback? That’s where a structured rhythm of review comes into play. Regularly stopping to assess where you’re at—whether in daily huddles, weekly meetings, or strategic quarterly planning—ensures that you never let problems fester to the point of disaster. Stuart highlights a crucial distinction between simply holding meetings and having quality conversations. It’s not enough to check in with your team and run through a list of tasks; you need to actively dig into the roadblocks that are slowing progress. Are your goals aligned? Are your KPIs telling you the full story? Are you tracking the right data to measure business success? The best MSPs don’t just rely on gut instinct—they combine hard data with real conversations to make better decisions. One of the key takeaways from this episode is the importance of honesty. Too many MSP owners stay in denial because they’re afraid to confront the numbers, the reality of client churn, or the weaknesses in their leadership. But facing these issues head-on is the only way to build a stronger, more resilient business. Stuart shares a real-world example of an MSP that went from £1.1 million in revenue to £500K simply because they failed to de-risk their business. They relied too heavily on a few key clients, and when those clients left, they were left scrambling. If they had taken the time to step back earlier and put a proper plan in place, they could have avoided such a drastic decline. For MSPs looking to scale and eventually exit their businesses, taking stock isn’t optional—it’s essential. Too many owners dream of selling their MSP but don’t have a clear plan in place for what a successful exit looks like. Understanding the value of your business, ensuring your revenue is stable and diversified, and putting systems in place to maintain momentum are all key to creating a business that is actually sellable. The reality is, an MSP under £1 million in revenue is often worth very little, and even those over £2 million struggle to secure high multiples unless they’ve optimised their financials and operations. So, what’s the takeaway from today’s episode? Stop. Take stock. Be brutally honest with yourself about where you are in the Momentum Matrix, and don’t let fear keep you in denial. The best MSPs don’t wait for chaos to strike—they take control early, maintain a strong rhythm of review, and focus on the quality of conversations within their business. That’s what keeps them in the Performing quadrant and ensures they continue to grow sustainably. If today’s episode resonated with you, take a few minutes to reflect on where your MSP is right now. Are you truly performing, or are there warning signs you’ve been ignoring? And if you need support in moving your business forward, reach out—because no MSP should have to navigate this journey alone. For further information on The MSP Growth Bootcamp starting on 1st April - Click 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/35576420

EP222 – STOP Attracting the Wrong People to Your MSP with Julie Hutchison & Ian Luckett 02/28/2025

EP222 – STOP Attracting the Wrong People to Your MSP with Julie Hutchison & Ian Luckett Now, if you've ever been in the frustrating position of recruiting someone you thought was perfect for the job, only to find out they’re not the right fit at all, you’re not alone. This happens more often than you might think, and in today’s episode, we uncover exactly why MSPs keep attracting the wrong people—and more importantly, how to stop it from happening. Julie shares a story from a recent conversation with an MSP owner who was struggling to find the right person for their team. They needed someone dynamic, open to change, and capable of taking the business forward. But instead, they kept attracting technically competent people who lacked the energy, drive, or communication skills needed to move the business in the right direction. It turns out that the problem wasn’t just about who was applying—it was about how they were advertising the role and conducting interviews. One of the biggest takeaways from this conversation is that MSPs often think they have a solid recruitment process in place, but in reality, they’re unknowingly setting themselves up for failure. The way you write your job ads, the questions you ask in interviews, and even your expectations of what the role should be can all contribute to hiring the wrong person. Julie stresses the importance of being brutally honest about what you actually need—not just listing out generic skills, but defining the key behavioural competencies that will make someone successful in that role. And this is where things often go wrong. Many MSP owners get caught up in salary bands and role levels—assuming that a certain salary should match a certain level of experience or leadership ability. But as Julie explains, an engineer who’s great at solving tickets and supporting clients might actually be more valuable than someone who aspires to be a manager but lacks the skills to lead. Promoting someone just because they want to earn more can backfire massively if they’re not suited for the responsibilities of the role. This ties into another crucial point: MSPs need to stop seeing roles as a one-size-fits-all career ladder. Not every engineer should have to move into management to get a pay rise. The real question is—what does that person bring to the business? If they’re delivering value at their current level, they should be rewarded accordingly, rather than being forced into a leadership position they might not be suited for. Another huge mistake MSPs make is relying too much on gut instinct in interviews. Julie emphasises the importance of having a structured scoring system—something as simple as a rating scale from A to E, where A means someone has extensive experience in a competency and E means they have none at all. When hiring, it’s not enough to simply like someone or feel they gave a “good answer.” You need to have clear, measurable criteria for what a good answer actually looks like. We also touched on the use of DISC profiling in recruitment. While it’s tempting to say, “I need a D-profile leader” or “I need someone who’s a high C for precision and process,” Julie warns against hiring purely based on personality profiles. The key is to understand what the role really needs. For example, if your team is full of steady, cautious people who don’t challenge the status quo, then hiring someone with a bit more dynamism might be exactly what you need—even if it initially feels uncomfortable for the rest of the team. This is where self-awareness comes in. MSP owners need to be aware not just of the role they’re hiring for, but also of their existing team dynamics. It’s about finding the right blend of personalities and skills that will push the business forward, rather than simply hiring people who “fit in” and won’t rock the boat. Ultimately, the takeaway from this episode is clear: recruitment is not just about filling a vacancy—it’s about attracting the right people who will help grow your MSP. And that starts long before the interview. MSP owners need to spend time getting clear on what behaviours they need, write job descriptions that reflect this, and design interview processes that properly test for these competencies. If you take one thing away from this episode, let it be this: stop relying on luck in your hiring process. Be deliberate. Define what good looks like. Test for it. Score it. And most importantly, be honest about what you really need in your MSP. For further information on The MSP Growth Bootcamp starting on 1st April - Click 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/35483390

EP221 – Becoming B Corp… And the Difference It Made To My Business - Success Stories with Gildas Jones & Ian Luckett 02/21/2025

EP221 – Becoming B Corp… And the Difference It Made To My Business - Success Stories with Gildas Jones & Ian Luckett For those who aren’t familiar, B Corp is essentially a certification that demonstrates a company’s commitment to social and environmental responsibility. It’s often described as the gold standard for ethical business practices, ensuring that organisations consider the impact of their decisions on employees, customers, suppliers, the community, and the planet. It’s about running a business with integrity and proving that you’re doing the right thing—not just saying you are. Gildas explained that he’s always been passionate about running a business with strong values, prioritising ethical operations over simply making money. However, the decision to pursue B Corp certification came after a lost sales opportunity. His team had gone through the entire sales process with a target client, only to be told at the final stage that they were choosing another provider—solely because they were B Corp certified. That moment was the catalyst for Gildas to explore what B Corp involved and how it could position Dial A Geek as the kind of IT provider that purpose-driven businesses want to work with. The process of becoming B Corp certified, however, was no small feat. Gildas likened it to an ISO certification but with a much broader focus—covering sustainability, employee engagement, client relationships, and governance. The certification isn’t just about proving that you operate ethically; it requires a deep dive into your business, documenting every policy, process, and decision that affects people and the planet. Every company is scored based on their impact, and maintaining certification requires continuous effort, including annual impact reports and a full recertification every three years. One of the biggest surprises for Gildas was the amount of work involved. Initially, he assumed it would be a straightforward project, something his marketing manager, Nina, could handle. But as they progressed, it became clear that B Corp certification touches every part of a business. There were unexpected complexities, like being classified as a retailer due to the volume of laptops they sell, which required additional scrutiny of their supply chain. The lesson here? If you’re considering B Corp certification, you need someone with a process-driven mindset to take the lead, and you must ensure your entire team understands why you’re doing it and what’s expected of them. The investment in time and money was significant, and I asked Gildas whether it’s actually made his business more profitable. His honest answer? Not immediately. If you’re looking for a quick financial return, B Corp isn’t the way to go. But what it has done is professionalise the business, putting structured governance in place that benefits everything from HR policies to long-term strategy. And, crucially, it’s opened doors to new clients—particularly those who prioritise ethical and sustainable partnerships. One of the unexpected benefits has been the influence Dial A Geek has had on its own clients. Several businesses they work with have now started their own B Corp journeys after seeing the impact it’s had. This highlights an important point: B Corp certification doesn’t just affect the business that earns it; it creates a ripple effect, inspiring others to step up and improve their own business practices. There’s also the exclusivity factor. In the UK, there are only a handful of MSPs that hold B Corp certification. This gives Dial A Geek a unique advantage in networking and business development. In a room full of B Corp-certified businesses looking for an IT provider that aligns with their values, Gildas’ company stands out without even having to pitch. As he pointed out, working with businesses that share your ethical stance not only makes business smoother but often allows you to command a premium because those clients are looking for long-term, trusted partnerships—not just the cheapest option. So, what’s the takeaway from this episode? If you’re an MSP thinking about B Corp certification, start by visiting the B Corp website and reviewing the questions. Understand that it’s a commitment—not just a badge. You’ll need buy-in from your team, a clear leader to drive the process, and a willingness to review and refine your operations. It’s not a quick win, but if values-driven growth is part of your long-term strategy, it could be one of the most rewarding decisions you make. For further information on The MSP Growth Bootcamp starting on 1st April - Click 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/35380585

EP220 – Improving Service Delivery in your MSP with Michelle Coombs & Ian Luckett 02/14/2025

EP220 – Improving Service Delivery in your MSP with Michelle Coombs & Ian Luckett One of the biggest takeaways from our conversation is that when clients say an MSP is “too expensive,” what they actually mean is that they don’t see the value in the service. This is a massive problem in the industry. MSPs often assume that if tickets are low and complaints are minimal, everything is running smoothly. But in reality, service delivery is about so much more than just fixing issues. It’s about building relationships, setting clear expectations, and continuously improving processes to meet client needs. Michelle Coombs quickly pointed out that the traditional people, process, and technology model is incomplete. Leadership and customer focus must also be factored in. Without strong leadership, teams can become directionless, and without focusing on the customer, it’s easy to miss opportunities to deliver real value. Service delivery isn’t just about how well a team handles tickets; it’s about how well the entire business aligns to support its clients effectively. One of the key areas where MSPs often go wrong is overcomplicating processes. Smaller MSPs might have little to no documentation, leading to inconsistencies in how services are delivered. On the other hand, more mature MSPs can end up over-engineering their processes to the point where they create unnecessary bottlenecks. Michelle made a great point that having repeatable and scalable processes is essential, but they should be right-sized for the business. For smaller MSPs, simply recording a process using tools like Scribe or Microsoft Teams can make a huge difference. For larger MSPs, ensuring that processes are followed correctly, without excessive red tape, is the key to efficiency. A simple but highly effective way to gauge whether an MSPs service delivery is meeting expectations is by actively seeking feedback. Michelle Coombs recommends three straightforward methods: gathering CSAT scores at the end of tickets, asking clients about what’s working and what could be improved during QBRs, and conducting post-project reviews. The last one is often overlooked, but it’s crucial to ensure that implementations and changes have been carried out smoothly and effectively. If an MSP isn’t regularly checking in on service delivery, it’s running blind and risks losing clients without warning. Another big challenge is that service improvement plans often stall before they’re completed. Michelle highlighted how MSPs typically get 80% of the way through an improvement initiative, only to drop it when a new priority or shiny distraction comes along. The final 20% is often where the real transformation happens, yet so many businesses never get there. Lack of time, resources, and unknown unknowns—things MSPs don’t even realise they should be measuring—are common pitfalls. Having a structured plan and ensuring there’s a clear owner for service improvement within the business can prevent these initiatives from being abandoned. We also tackled an often-ignored group—low-noise clients, or as Michelle calls them, green flag clients. These are the ones who rarely raise tickets, don’t cause issues, and often get neglected simply because they’re quiet. The danger? These clients can suddenly disappear, and MSPs often don’t see it coming. Michelle advises regular check-ins, even if it’s just a brief call from a helpdesk manager once a month. These check-ins strengthen the relationship and help MSPs spot potential opportunities before the client starts looking elsewhere. To wrap up, we boiled down the most important actions for MSPs looking to improve service delivery. First, engage with your customers—ask them what’s working and what could be improved. Second, talk to your team—they often have valuable insights into what could make the business more efficient. And third, build relationships—whether it’s high-touch quarterly business reviews or low-touch check-ins for quieter clients, staying connected is vital. This episode was packed with practical insights and key takeaways for MSPs looking to strengthen their service delivery. If you’re serious about improving your customer relationships and ensuring long-term success, take action on these strategies today. 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/35286265

EP219 – Want to Grow Your Business?... Then Leverage Your Team with Julie Hutchison & Ian Luckett 02/07/2025

EP219 – Want to Grow Your Business?... Then Leverage Your Team with Julie Hutchison & Ian Luckett One of the biggest challenges we see in the MSP space is that many business owners started their journey as technical experts. They didn’t necessarily set out to run a business – they just knew they were great at what they did and wanted to do it better than the company they worked for. The problem? Running a business requires a completely different skill set to just doing the technical work. At some point, every MSP owner reaches that moment where they realise they can’t do it all themselves. But that realisation often comes with frustration—because even when they bring in a team, things don’t always work as smoothly as they’d hoped. Julie Hutchison explains that this is often down to mindset. If you’re the business owner, then you need to step into a leadership role. That doesn’t mean simply hiring people and expecting them to figure it out. It means ensuring they know exactly what’s expected of them. It means clearly defining what ‘good’ looks like. It means enabling them to succeed. Because, as Julie rightly points out, people don’t come to work to do a bad job—they come to do their best. But if they’re left guessing, or they don’t know what success looks like, that’s when things start going wrong. Many MSPs fall into the trap of blaming their team when things aren’t working. But if you haven’t taken the time to set expectations, provide the right guidance, and communicate the vision, then how can you expect your team to perform? One of the key takeaways from this episode is that leadership isn’t about doing everything yourself—it’s about creating an environment where your team can succeed. That means making sure they have the skills, the resources, and the clarity to do their jobs properly. And once that’s in place, you have to trust them to get on with it. Trust is a massive issue for many MSP owners. When you’re used to doing everything yourself, it can be difficult to let go. Julie Hutchison explains that building trust starts with clear communication. You need to ensure your team knows exactly what’s expected of them and that they have the right tools to get the job done. It’s also about having the right structure in place—regular meetings, clear KPIs, and a well-defined vision that connects everyone’s roles to the bigger picture. Because if your team doesn’t understand why they’re doing what they’re doing, then they’re never going to be as motivated or engaged as you need them to be. Another important part of stepping into leadership is recognising the different roles you need to play in your business. Julie Hutchison talks about the three key mindsets: the technical expert, the manager, and the entrepreneur. Many MSP owners get stuck in the technical expert role because it’s their comfort zone. They’re great at solving problems and doing the work, but if they don’t consciously step out of that mindset and into the role of manager and entrepreneur, then they’ll never truly scale their business. To move forward, you need to start consciously shifting between these roles. Sometimes you’ll need to be the technical expert, but you also need to step back and manage the business. And ultimately, if you want to grow, you need to embrace the entrepreneurial mindset—thinking strategically, planning for the future, and ensuring your business is moving in the right direction. Julie shares some great advice on how to develop this habit, including taking time out of your day—even just 10 minutes—to assess where you are and whether you’re focusing on the right things. We also touch on the importance of having the right people in place. It’s not just about hiring more people—it’s about ensuring they are in the right roles, with the right expectations and the right level of support. If you’re struggling with your team, then it’s time to ask yourself: have I really set them up for success? Or have I just assumed they should know what to do? Julie Hutchison makes it clear that a great leader doesn’t just delegate and hope for the best—they actively enable their team to perform at their highest level. At the end of the day, if you want to grow your MSP business, you have to leverage your team. You can’t do everything yourself. And if you don’t take the time to develop your leadership skills, set clear expectations, and trust your team, then you’re going to struggle to scale. This episode is packed with insights to help you make that shift, and if you’re ready to take your leadership to the next level. Check out Julie’s other popular episodes: 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/35192570

EP218 – How to Prospect on LinkedIn with Sam Rathling and Ian Luckett 01/31/2025

EP217 - Grow your MSP with Apple…Or Get Left Behind with Ben Greiner & Ian Luckett 01/24/2025

EP217 - Grow your MSP with Apple…Or Get Left Behind with Ben Greiner & Ian Luckett We began by addressing a common stigma: why so many MSPs avoid Apple devices despite their undeniable popularity and premium quality. Ben highlighted that while many MSPs are deeply rooted in the Microsoft ecosystem—largely due to its strong channel support and financial incentives—Apple has been quietly making significant inroads into the business world. In fact, as Ben pointed out, companies like IBM and Cisco have embraced Apple devices, with up to 60% of their employees choosing Apple when given the option. This trend is a clear indication that Apple is no longer just for creatives or niche markets; it’s becoming a mainstream choice for professionals across industries. One of the key takeaways from Ben’s insights is that MSPs need to shift their mindset. Supporting Apple isn’t just about ticking a box; it’s a cultural shift. Apple devices require a different approach, both technically and operationally. Unlike the Windows ecosystem, where tools like Active Directory dominate, Apple relies on solutions like Apple Business Manager and Mobile Device Management (MDM) platforms. Ben emphasised that tools like Addigy, which he represents, are purpose-built for managing Apple devices and can provide MSPs with the support and guidance needed to navigate this shift. We also discussed the perception that Apple devices are “too expensive.” Ben countered this by sharing compelling data from his experiences and from industry leaders like Fletcher Previn, formerly of IBM. While Apple devices may have a higher upfront cost, their long-term value—including durability, user satisfaction, and reduced downtime—makes them a sound investment. For MSPs, this is an opportunity to educate clients on the total cost of ownership and the enhanced experience Apple can deliver. Ben also addressed the hesitancy some MSPs feel when considering Apple. He acknowledged that Apple’s lack of engagement with the channel has made it harder for MSPs to feel confident about diving into the Apple ecosystem. However, he sees this as an opportunity rather than a limitation. By committing to building expertise with Apple, MSPs can differentiate themselves in the market, offering a premium service that competitors might shy away from. For those just starting, Ben suggested partnering with Apple-focused providers or leveraging resources like Addigy’s MSP programmes to gain confidence and expertise. One of the most thought-provoking parts of our conversation was the long-term outlook. Ben painted a vivid picture of a future where Apple devices could become just as prevalent in the workplace as Windows machines. MSPs who take the time to embrace Apple now will be well-positioned to capitalise on this shift, while those who ignore it may find themselves playing catch-up. He also noted that the demand for Apple in business environments is often hidden; many MSPs underestimate the number of Apple devices already in their clients’ ecosystems. A simple inventory check or conversation with clients could reveal untapped opportunities. Security and compliance were another critical topic. Ben reminded us that ignoring Apple devices isn’t just a missed business opportunity; it’s a potential liability. In today’s world, where security threats don’t discriminate by platform, ensuring all devices in an organisation—Apple included—are properly managed and secured is non-negotiable. Clients expect comprehensive protection, and failing to address Apple devices could lead to reputational and operational risks. To wrap up, Ben shared his advice for MSPs ready to take the leap into the Apple ecosystem. Start small, build confidence, and don’t be afraid to partner with experts. He also stressed the importance of playing the long game. Building an Apple practice isn’t about making quick gains; it’s about creating a sustainable pipeline of opportunities that will pay dividends in the years to come. This episode was packed with actionable insights, and Ben Greiner’s expertise on Apple was eye-opening. Whether you’re an MSP owner curious about Apple or someone who’s been hesitant to dive into the ecosystem, this conversation is a must-listen. If you’d like to connect with Ben, he’s active on LinkedIn and ready to share more about how Addigy can help MSPs thrive with Apple. Connect with Ben Greiner through his LinkedIn by clicking . You can also visit their website and learn more about Addigy by clicking . 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/34996715

EP216 - IASME Security Update No 1 with Neil Furminger & Ian Luckett 01/17/2025

EP216 - IASME Security Update No 1 with Neil Furminger & Ian Luckett Neil starts by giving us a solid understanding of IASME’s pivotal role as the sole delivery partner of the Cyber Essentials scheme on behalf of the National Cyber Security Centre (NCSC). Working in close partnership with the NCSC and the Department for Science, Innovation, and Technology (DSIT), IASME ensures the consistency and credibility of Cyber Essentials across the UK. Neil explains how this collaborative effort aims to improve awareness, adoption, and implementation of essential cybersecurity measures, particularly for MSPs and their clients. One of the key points of our discussion is Neil’s emphasis on the necessity of Cyber Essentials. He explains that the scheme is designed to protect businesses against the most common cyber threats, offering a prescriptive approach to cybersecurity. Unlike other standards, Cyber Essentials doesn’t simply recommend best practices—it mandates them. Neil stresses that MSPs, as custodians of their clients’ IT systems, must lead the charge in implementing these essential controls. From patch management to MFA (multi-factor authentication), Cyber Essentials lays out straightforward measures that every organisation, regardless of size, can adopt. Neil provides context about why some MSPs are still hesitant to embrace Cyber Essentials. He attributes it to a lack of education and regulation within the industry. Despite being targeted by cybercriminals due to the vast number of endpoints they manage, many MSPs either underestimate the risks or delay action until after an incident. Neil calls on MSPs to take proactive steps by embedding Cyber Essentials into their service offerings, not only to secure their clients but also to stand out in an increasingly competitive marketplace. We also explore the three tiers of accreditation offered by IASME: Cyber Essentials, Cyber Essentials Plus, and the IASME Cyber Advisor certification. Neil elaborates on the differences, highlighting how Cyber Essentials focuses on a self-assessment validated by a trained assessor, while Cyber Essentials Plus involves an external audit of a business’s IT systems. For those looking to further establish credibility, the IASME Cyber Advisor certification is an excellent option. Advisors are trained to provide implementation guidance and help businesses achieve compliance. This certification represents a golden opportunity for MSPs to differentiate themselves and gain the trust of potential clients. Neil’s passion for education is evident throughout our conversation. He believes Cyber Essentials is not just a sales tool but a vital framework for educating businesses about cybersecurity. Whether it’s a sole trader or a multinational corporation, adopting Cyber Essentials means laying a solid foundation for cybersecurity and safeguarding against the ever-present threat of cyberattacks. He challenges MSPs to embrace their role as educators and advisors, helping clients understand the importance of these controls and encouraging adoption. In terms of what’s next, Neil shares exciting updates about upcoming changes to Cyber Essentials. Starting in April, IASME will introduce a new set of requirements, codenamed "Willow". These updates will reflect the industry’s shift towards passwordless authentication and more robust vulnerability management. Neil highlights the growing role of passkeys, which offer a safer alternative to traditional passwords. This evolution aims to stay ahead of cyber threats while making compliance more accessible and effective for businesses of all sizes. As the episode concludes, Neil reinforces the importance of collaboration across the industry to secure the UK against cyber threats. IASME is committed to being approachable and responsive, ensuring MSPs have the support they need to succeed. Whether it’s through their technical guidance team or Neil himself, IASME offers resources to help MSPs navigate the certification process and enhance their cybersecurity offerings. With Cyber Essentials growing in adoption year after year, the time has never been better to get involved. Whether you’re considering Cyber Essentials certification, Cyber Essentials Plus, or becoming an IASME Cyber Advisor, this conversation with Neil Furminger will inspire you to take the next step. Feel free to contact Neil Furminger through his email at 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/34896270

EP215 - How to Optimise Relationship and Revenue So Everyone Wins with Luis Giraldo & Ian Luckett 01/10/2025

EP215 - How to Optimise Relationship and Revenue So Everyone Wins with Luis Giraldo & Ian Luckett Luis brings a wealth of experience from his time in the trenches as an MSP owner, and now as someone who works closely with MSPs worldwide. His approach challenges traditional thinking, offering a fresh perspective on what it truly means to partner with your clients. This isn’t just about delivering excellent customer service—it’s about creating meaningful, strategic relationships that foster long-term loyalty and, of course, consistent revenue. One of the standout points from our conversation was Luis's perspective on customer service. He argued that what many MSPs consider exceptional service—fixing issues quickly and meeting SLA commitments—is now merely the baseline. In his words, these are “table stakes”. Instead, the real opportunity lies in evolving beyond the reactive and operational aspects of client management. MSPs should focus on account management processes that align with their clients' business goals, ensuring those relationships are value-driven rather than transactional. This shift not only strengthens partnerships but also secures recurring revenue streams. Luis shared some actionable tips on how MSPs can achieve this. Firstly, he encouraged us to rethink how we approach clients with established relationships. If your current process is purely tactical—focused on filling the “white space” of products not yet sold—you risk being seen as nothing more than a vendor. To counter this, Luis suggested piloting a more strategic engagement model with a few clients, ensuring you’ve fine-tuned your process before rolling it out broadly. This iterative approach minimises risk, maximises impact, and reinforces trust—key drivers of revenue growth. Another critical takeaway was the importance of regular communication. Luis stressed that reducing engagement with smaller clients due to perceived stability is a missed opportunity. By increasing touchpoints, even in lighter ways, MSPs stay top-of-mind and maintain strong relationships. These frequent conversations also allow you to unearth operational challenges and future opportunities, making it easier to align your services with your clients’ evolving needs. This continuous alignment is what transforms satisfied clients into long-term partners and consistent revenue contributors. We also discussed the concept of risk versus security. Many MSPs default to promising clients safety and security through technical measures. While essential, Luis pointed out that these conversations often miss the mark. Instead, shifting the dialogue towards risk management reframes the value proposition. Clients are more engaged when they understand how you’re helping them navigate and mitigate risks specific to their business. By positioning yourself as a strategic advisor in this area, you deepen the relationship and create new opportunities for revenue. One particularly poignant idea Luis shared was the need to measure client success beyond retention and churn metrics. He emphasised the value of demonstrating ROI by connecting the dots between projects delivered and their tangible business impact. For instance, showing how an MFA implementation reduced failed login attempts to zero doesn’t just highlight your technical competency; it proves the value of your services in a business context. This approach, Luis explained, helps justify costs while strengthening the perception of value, directly influencing revenue retention and growth. Towards the end of our discussion, Luis brought everything back to the importance of storytelling. Whether it’s demonstrating your value to clients or marketing your services to prospects, telling the story of a single client’s success is far more impactful than citing general trends. By focusing on one relatable example, you resonate more deeply with your audience, making it easier for them to see themselves benefiting from your expertise. This episode is packed with practical advice for any MSP looking to improve client relationships and optimise revenue. From building strategic account management processes to reshaping the way you measure success, Luis Giraldo provides a wealth of insights that are both actionable and transformative. If you’re ready to rethink your approach and take your client relationships—and revenue—to the next level, this is the episode for you. And don’t forget, as Luis said, it’s all about testing and refining. Start small, learn, and scale your success. Connect and continue the conversation with Luis Giraldo through his LinkedIn profile . 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/34804595

EP214 - How to Leverage LinkedIn In 2025 with Sam Rathling & Ian Luckett 01/03/2025

EP214 - How to Leverage LinkedIn In 2025 with Sam Rathling & Ian Luckett We kicked things off by addressing the ever-present mystery surrounding the LinkedIn algorithm. Sam’s straightforward advice? Stop blaming the algorithm for poor results. She explained that if your content isn’t resonating or your impressions are dropping, the issue likely lies with the content itself. Whether people are scrolling LinkedIn out of boredom or to sell something, your job is to create compelling, scroll-stopping content that connects with your audience on a human level. Sam emphasised the importance of moving beyond dull, uninspired posts and highlighted the need to produce value-driven, engaging material that appeals to your target market. One key takeaway from our conversation was LinkedIn’s latest push towards video content. According to Sam, LinkedIn is investing heavily in video with new features like the immersive video feed, similar to TikTok or Instagram Reels. Early adopters of portrait videos with captions will see a significant boost in visibility. For 2025, video should be a priority in your LinkedIn strategy. If you're not yet comfortable on camera, now’s the time to start practising—otherwise, you risk missing out on this trend. Sam also shared her non-negotiables for LinkedIn success, which are incredibly simple yet effective. First, build your network daily by connecting with your ideal clients. You can send up to 200 connection requests per week, and if you’re not hitting a 50% acceptance rate, it’s time to review your profile and targeting. Second, post consistently—a minimum of three times a week—with a mix of personal stories, educational content, and social proof. Finally, engage with others. Visibility on LinkedIn is a two-way street, and engaging meaningfully with others’ posts can be just as impactful as creating your own content. A standout segment of the episode was our discussion about moving prospects off LinkedIn and into your ecosystem. Sam explained that LinkedIn should be viewed as a traffic source, not the destination. Building an email list is critical for long-term success, as it gives you ownership of your audience data and allows you to nurture leads outside the platform. Your LinkedIn profile should act as a mini website, offering clear calls-to-action such as downloads, event registrations, or links to free resources. Sam shared how her own downloadable assets—like 44 prospecting tips or 100 content ideas—consistently drive thousands of email signups. LinkedIn events also came up as a powerful, often underutilised tool. Sam explained how these events can generate highly qualified leads when approached strategically. She recommended not just creating the event but actively inviting your network to it—up to 1,000 invitations per week. Follow up personally with registrants to secure their attendance, and use the event as an opportunity to capture email addresses. For Sam, events aren’t just about providing value on the day—they’re a gateway to building deeper relationships and converting leads into clients. We also touched on the Social Selling Index (SSI), a score out of 100 that measures your effectiveness on LinkedIn. Sam stressed that achieving a score of 70 or above can significantly increase the visibility of your posts. She encouraged listeners to focus on the four areas that make up the SSI: building your personal brand, connecting with the right people, engaging meaningfully, and fostering trusted relationships. Ultimately, this episode boiled down to a crucial message: LinkedIn success in 2025 requires a combination of consistent action, strategic content, and proactive engagement. Whether it’s through adopting video content, leveraging events, or building an email list, the platform offers enormous potential if used correctly. Sam’s insights were a timely reminder that hope is not a strategy—success on LinkedIn takes effort, creativity, and a clear plan. Connect with Sam Rathling and explore the resources you can download on her LinkedIn profile by clicking 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/34710320

EP213 - Happy New Year 2025 with Stuart Warwick & Ian Luckett 12/29/2024

EP213 - Happy New Year 2025 with Stuart Warwick & Ian Luckett We kicked off the episode with a bit of festive banter about Christmas indulgences, proving that even between the mince pies and wine, we’re committed to helping you move your business forward. Stuart, ever the reflective one, shared his highlights of the year, starting with the remarkable growth of the MSP Growth Hub community. With nearly 50 MSPs now on board, the energy, vulnerability, and results in the room have been nothing short of inspiring. It’s a testament to the power of shared ambition and the results that come when business owners start thinking differently about their potential and plans. 2024 has been a year of breakthroughs for many MSPs, and a recurring theme in our conversation was the transformative power of having a clear plan. Stuart and I talked about how, when MSPs stop thinking they’ve hit their ceiling and start stretching their thinking, incredible things happen. Whether it’s through a business growth blueprint session or stepping back to review what’s truly holding them back, the results speak for themselves. As Stuart put it, businesses grow to the size of the thinking of their owners—a powerful reminder to challenge yourself as you enter 2025. One of the most impactful initiatives from the past year has been the distillation of the Growth Hub’s trainings into simple, actionable frameworks. Stuart highlighted the new account management framework, which links strategic and tactical activities to drive meaningful results. It’s about connecting the dots between numbers, people, and marketing to create a seamless asset in your business. Similarly, the Future Leaders programme, launching in 2025, is set to be a game-changer for MSPs. This initiative will help the next tier of leaders step up, taking on the skills and mindset needed to transition from technician to business leader. It’s all about building the leadership capacity required to scale MSPs beyond the day-to-day. We also delved into the importance of breaking down challenges into manageable chunks. Stuart’s teaching background—yes, he was once a maths teacher—provides a perfect metaphor. Just like teaching kids to build confidence in maths by mastering small steps, MSPs need to simplify their approach to big challenges. Whether it’s planning, implementing a PSA tool, or tackling sales and marketing, breaking tasks into smaller, achievable goals makes all the difference. We’ve seen this approach unlock massive wins for our clients this year, from those taking their first deliberate steps into leadership to others smashing their revenue targets. The community itself has been a standout highlight. Stuart shared an anecdote about an MSP leader who used a creative reward—a luxury hotel stay—to motivate a team member. This small gesture transformed not only the individual’s performance but also saved the business the cost of hiring additional staff. It’s a reminder that leadership is about understanding what truly motivates people and tapping into that potential to achieve extraordinary results. Looking ahead to 2025, Stuart and I are laser-focused on growing the MSP Growth Hub community and amplifying its impact. Together, we’re creating a movement that changes lives, supports businesses, and brings a sense of fun and camaraderie to the MSP world. As Stuart often says, it’s about helping more people, having a bigger impact, and enjoying the journey along the way. If there’s one takeaway we’d love you to have as you head into the New Year, it’s this: be deliberate. Take the time to reflect on what you’ve been avoiding, what’s truly holding you back, and what steps you can take to move forward. And remember, you don’t have to do it alone. Join a community, find accountability, and surround yourself with people who will challenge and support you. Thank you for letting us infiltrate your earbuds this year. It’s been an absolute privilege to share these conversations with you, and we’re so excited for what 2025 holds. If you’ve got a success story or want to be a guest on the podcast, get in touch—we’d love to hear from you. Here’s to an incredible year ahead. Let’s make it the best one yet! 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/34591115

EP212 - A 2024 Podcast Year in Review with Ian Luckett & Stuart Warwick 12/20/2024

EP212 - A 2024 Podcast Year in Review with Ian Luckett & Stuart Warwick It’s been a busy year for Stuart and me, and we kick off the episode with some festive banter, steering clear of any Mariah Carey renditions—thankfully! Stuart reflects on how much we’ve achieved and the importance of this reflective time of year. Together, we unpack what made these five episodes so impactful and why they’ve captured the attention of our audience. Coming in at number five, we discuss with the brilliant Claire Jenks, titled “.” This episode tackled time management, productivity, and overcoming imposter syndrome—common themes that MSPs wrestle with daily. Stuart reminds us that time is finite, and how we choose to use it determines our success. He emphasises the power of saying “no” to less important demands to focus on what truly matters. As MSP leaders, finding time to prioritise and plan can transform the way we work, and this episode served as a timely reminder of how to do just that. At number four, we revisit with Jay McBain, “” AI dominated headlines this year, and this episode provided much-needed clarity on its practical application for MSPs. Stuart and I agree that while AI is exciting, the focus should remain on operational efficiency. It’s not about chasing shiny objects but ensuring that existing tools and systems are fully utilised to deliver results. Jay’s message that AI will augment—not replace—good old-fashioned SOPs resonated with many. The key takeaway? Use AI as a supercharger, not a distraction, and lean on your vendors to guide adoption in a meaningful way. In third place is one of our early Ask Stuart episodes, , “.” This topic is close to the heart of every MSP owner who understands that their team is often the most significant investment in their business. Stuart reflects on how leadership, accountability, and communication are pivotal to maximising team potential. From the importance of defining your “Pied Piper tune” to creating a culture that aligns with your mission and values, this episode packed in valuable advice for improving team dynamics and achieving better results. It’s no wonder it’s one of the year’s favourites. At number two, we revisit with Mark Copeman from Wingman, “” While this episode centred around preparing for events, it struck a deeper chord about the value of connection and learning. Stuart and I discussed the importance of defining success before attending any event, focusing on the right conversations and relationships to achieve meaningful outcomes. For many MSPs, getting out of their day-to-day bubble and engaging with peers and vendors at events is transformative. This episode captured that essence perfectly, and the feedback from listeners was phenomenal. Finally, at the top spot, we celebrate with Julie Hutchinson, “” This episode was a runaway success, receiving ten times the downloads of our second-place podcast. Julie’s expertise in guiding leaders through difficult conversations resonated deeply with our audience. Stuart highlights how avoiding difficult discussions only compounds problems, while Julie’s frameworks provide a clear, structured way to address challenges positively. This episode wasn’t just about managing tough topics; it reframed these conversations as opportunities to strengthen teams and drive results. It’s no surprise it captured the hearts of so many listeners. As Stuart and I reflect on 2024, we’re immensely proud of what we’ve achieved. Helping over 50 MSPs this year has been a highlight, and we’ve streamlined our own processes to deliver even more value to our clients. From enhancing our accountability systems to evolving our maturity score framework, everything we’ve done this year has been driven by one mission: helping MSPs scale to £1 million and beyond while enjoying more time, profit, and freedom. We’ve also launched the Future Leaders Programme, empowering our clients to take their businesses to the next level. It’s been amazing to witness the confidence and transformation within our community. The energy, the success stories, and the feedback have been nothing short of inspiring. As we sign off, Stuart and I want to thank you, our incredible listeners, for your support this year. Whether you’ve tuned in for tips, strategies, or just a bit of inspiration, we’re grateful to have you on this journey. 2025 is set to be even bigger and better, and we can’t wait to share what’s coming next. For now, have a very Merry Christmas, enjoy the time with your families, and we’ll see you in the New Year, ready to hit the ground running. Cheers! 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/34555090

EP211 - Why People Don’t Take Action When They Should with Julie Hutchison & Ian Luckett 12/13/2024

EP211 - Why People Don’t Take Action When They Should with Julie Hutchison & Ian Luckett Julie Hutchison kicks off by addressing what many of us know as "imposter syndrome," though she’s quick to debunk the term. It’s not a syndrome, she explains; you’re not broken. Instead, it’s a very human response that stems from our brain’s primitive mechanisms for survival. Drawing on the analogy of a caveman running from a lion, Julie highlights how our amygdala – a small but powerful part of our brain – is constantly scanning for threats. While this helped keep our ancestors alive, today it manifests in ways that can hold us back, like procrastination, perfectionism, or a fear of failure. Julie Hutchison explains that imposter syndrome tends to rear its head in situations where the challenge is high, and the support is low. This dynamic creates a fertile ground for self-doubt, fear, and inaction. Whether it’s a business owner hesitating to approach a big client, or someone avoiding a difficult team conversation, the root cause is often the same: the brain perceives these situations as threats, triggering a fight, flight, or freeze response. Julie encourages listeners to normalise these feelings. After all, over 70% of people report experiencing imposter syndrome at some point. Acknowledging that this is a universal human experience can be a huge relief and a powerful first step towards overcoming it. A key takeaway from this episode is the importance of support. Julie Hutchison emphasises that when faced with high challenges, increasing your support levels can make a world of difference. This could mean reaching out to peers, joining a community, or even just having an honest conversation with a trusted mentor. Normalising these challenges within a supportive environment helps to calm the nervous system, shifting us out of panic mode and into a space where we can think and act more clearly. In fact, Julie points out that simply talking about our fears can reduce their intensity and make them feel more manageable. One standout moment in the episode is Julie Hutchison’s advice on calming our biology. When we’re stuck in inaction, it’s often because our bodies are in a heightened state of stress. Julie suggests simple techniques like shaking out your energy, taking a deep breath, or even having a laugh with others to bring your nervous system back to a place of calm. From there, you’re in a much better position to tackle the challenge at hand. We also touch on how limiting beliefs, often formed during childhood, can contribute to feelings of inadequacy or self-doubt. Whether it’s something a teacher, parent, or peer once said, these beliefs can lodge in our subconscious and shape the way we view ourselves and our capabilities. Julie encourages listeners to challenge these outdated beliefs and replace them with a more objective, empowered perspective. The goal isn’t to ignore the challenge but to balance it with the right level of support and self-awareness. One of the most inspiring parts of this episode is when we discuss the power of peer groups. I share a story from a recent MSP Growth Hub meeting, where one business owner openly admitted feeling out of control. What followed was a roomful of peers offering support, sharing their own experiences, and ultimately normalising what could have felt like a solitary struggle. Julie Hutchison highlights how valuable these communities can be, providing not only practical guidance but also the emotional reassurance that you’re not alone. For those who might be tackling challenges solo, Julie suggests starting by increasing your own support structures. Whether that’s tapping into resources like AI tools (yes, even ChatGPT!), joining a network of like-minded professionals, or seeking advice from a coach, the key is to avoid isolating yourself. High challenges don’t have to be faced with low support. To wrap up, Julie Hutchison leaves us with an important reminder: you are not alone and feeling stuck or unsure is not a sign of failure. It’s a sign of being human. By acknowledging your feelings, seeking support, and taking small steps forward, you can start to overcome the barriers that hold you back. As always, the MSP Growth Hub is here to help you through these challenges, with resources, coaching, and a supportive community ready to assist. 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/34430505

EP210 – How to Close Deals by Solving Problems with Mark Lambert & Ian Luckett 12/06/2024

EP210 – How to Close Deals by Solving Problems with Mark Lambert & Ian Luckett Mark Lambert shared practical insights into why selling the tech alone won’t cut it in today’s market. Instead, he stresses the importance of focusing on outcomes that matter to your prospects, such as improving productivity, enhancing security, and solving tangible business challenges. As Mark explains, clients don’t care whether you’re using Office 365 or the latest security stack; they care about how you’ll help their business thrive. This shift from a tech-focused to a problem-solving mindset is critical for any MSP aiming to scale sustainably. We also discussed the right time for MSPs to invest in a dedicated sales function. For businesses under £1 million, Mark emphasised leveraging low-hanging fruit within existing accounts by deepening relationships and improving client retention. However, once an MSP is on the path to £5 million, building a dedicated sales strategy becomes a priority. This includes hiring the right salespeople, integrating them into the business culture, and aligning them with your values and goals. Mark highlighted the dangers of hiring a salesperson too early or without the proper alignment, which can lead to short-sighted sales tactics that undermine long-term client relationships. One of the key takeaways from Mark Lambert’s approach is the concept of consultative selling, which he believes should permeate the entire MSP—not just the sales team. Consultative selling is about deeply understanding your prospects and clients, their challenges, and their goals. Mark stressed that this isn’t the job of one person; it’s a company-wide mindset. Whether it’s your service desk collecting insights from clients, your marketing team creating educational content, or your leadership team championing values, everyone plays a role in creating a culture of trust and value-driven relationships. Mark and I explored the challenges of navigating cold outreach in a world where traditional methods like direct LinkedIn messages often fall flat. Instead, Mark advocates for a more tailored and personal approach. By leading with value—perhaps highlighting a productivity gap or a security concern specific to the prospect’s business—you can initiate meaningful conversations without resorting to salesy tactics. Mark shared that while cold outreach still has its place, it’s most effective when backed by thoughtful preparation and a clear understanding of the client’s needs. Another golden nugget from this conversation was the importance of discovery in the sales process. Mark stressed that a thorough discovery process helps uncover the true pain points of a business and builds trust along the way. He shared how asking the right questions—and going deeper when needed—can identify not only the problems but also the urgency behind them. This positions you as a trusted advisor rather than just another salesperson. Mark’s advice: don’t be afraid to ask questions and listen actively to uncover the core challenges holding businesses back. One of the most memorable moments of the episode was Mark Lambert’s reminder to always create urgency without applying pressure. It’s about helping prospects see the value and importance of solving their challenges sooner rather than later. By presenting yourself as a problem-solver, you’ll naturally guide the conversation to a point where prospects ask, “Is this something you can help me with?”—a clear invitation to close the deal. Mark’s practical tips and insights were incredibly valuable, and his perspective on embedding a consultative selling approach across the whole MSP is a game-changer. If you’re serious about scaling your MSP, this episode is packed with actionable advice to help you move forward. Before you go, don’t forget to check out another related episode, EP174 - Ask Stuart #12 - Why You Don’t Need a Salesperson Now… Or Ever with Ian Luckett & Stuart Warwick. It’s a brilliant companion piece to today’s conversation, exploring how MSPs can maximise their sales efforts even without a dedicated salesperson in the early stages. To continue the conversation with Mark Lambert or chat with him on how to get started closing deals by solving problems, book a slot directly on his calendar by clicking . You can also connect with Mark Lambert on LinkedIn, simply click . Or you can also check out his website . 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/34321825

EP209 – How to Create Scroll Stopping Content with Nigel Moore from the Tech Tribe & Ian Luckett 11/29/2024

EP209 – How to Create Scroll Stopping Content with Nigel Moore from the Tech Tribe & Ian Luckett One of the key takeaways from this conversation is understanding why MSPs find content creation so difficult in the first place. Nigel pointed out that many MSP owners are simply stretched too thin. Whether they’re managing cybersecurity threats, fielding client calls, or running the day-to-day operations of their business, creating content often falls to the bottom of the priority list. Add to that the natural tendency for MSP owners—many of whom identify as introverted “techies”—to shy away from putting themselves out there, and it’s no wonder content creation can feel like an insurmountable task. Nigel empathised deeply, drawing on his own experience as a former MSP owner, but he also stressed that getting started is more achievable than it seems. So, how do MSPs overcome these hurdles and start producing content that truly makes an impact? Nigel suggests starting simple. He advises listening to your help desk and turning the common questions your clients ask into marketing assets. This is a practical, easy-to-implement approach inspired by Marcus Sheridan’s book, They Ask, You Answer. For example, if a client frequently inquires about password security, why not create a quick video or a short guide to address that issue? Not only does this save time by providing a reusable resource, but it also positions you as a helpful authority in your clients' eyes. Nigel and I also explored the formats of content that are working particularly well for MSPs right now. While long-form pieces like white papers may still have their place, the reality is that most audiences have shorter attention spans these days. Short, engaging videos are proving to be highly effective, as are simple guides, checklists, and infographics. Nigel highlighted cybersecurity guides and onboarding checklists as examples of content that resonate strongly with prospects. These pieces don’t have to be elaborate; a well-designed 5- to 8-page document or a quick video filmed on your phone can do the trick. The key is providing value and addressing real pain points your audience faces. Another gem Nigel shared is the power of personalisation. Tailoring your content to specific niches or verticals can make it far more effective. Whether you’re working with architects, legal firms, or small businesses, speaking directly to their unique challenges will make your message stand out. For example, an email campaign targeting architects might highlight how to streamline project management through IT solutions, whereas content for legal firms might focus on cybersecurity and client confidentiality. By addressing the specific needs of your audience, you create a sense of connection and trust, which can be pivotal in converting prospects into clients. We also discussed the importance of consistency. Nigel acknowledged that for busy MSP owners, maintaining a regular flow of content can feel impossible. His solution? Delegate. Hiring a part-time marketing intern or leveraging content platforms like the Tech Tribe can take the pressure off your shoulders. The Tech Tribe, in particular, offers MSP-specific resources such as social media posts, blogs, and newsletters that you can customise and deploy quickly. Nigel emphasised the importance of getting from “zero to one”—just starting with one consistent piece of content, whether that’s a weekly blog, a LinkedIn post, or a video, and building from there. One of my favourite insights from this conversation was Nigel’s perspective on educating prospects during the sales process. He encourages MSPs to create tools like buyer’s guides that help prospects understand what good and bad IT service looks like. These educational assets not only build trust but also position you as an authority in your field. By guiding prospects through their decision-making process without the hard sell, you differentiate yourself from competitors and create lasting impressions. Ultimately, creating scroll-stopping content isn’t about reinventing the wheel. It’s about listening to your clients, addressing their pain points, and consistently showing up with value-driven messages. Whether you leverage videos, guides, or curated resources like those offered by the Tech Tribe, the key is to start small, tailor your approach, and stay consistent. Nigel’s wisdom and practical advice are a testament to his deep understanding of the MSP space and his commitment to helping businesses succeed. If you’re struggling to create content or looking for ways to make your marketing efforts more effective, this episode is packed with actionable tips to get you moving in the right direction. And if you haven’t yet checked out the Tech Tribe, Nigel’s community is an incredible resource for MSPs looking to scale their businesses with confidence. For full details of our Business Blueprint Workshop on Tuesday 3rd December, click . 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/34203315

EP208 – Are You Self-Sabotaging? with Teresa Heath-Wareing & Ian Luckett 11/22/2024

EP208 – Are You Self-Sabotaging? with Teresa Heath-Wareing & Ian Luckett Teresa Heath-Wareing introduces us to a crucial understanding of how self-sabotage works, explaining that many of us fall into patterns that keep us comfortable but ultimately hinder our growth. Self-sabotaging behaviours often stem from a place of fear—whether it's fear of failure, fear of judgment, or even fear of success. When we’re stepping into new or uncomfortable situations, our brain can see these as potential threats, activating a “protection mode” that drives us back to our comfort zones. Teresa highlights that self-sabotage isn’t about laziness or lack of ambition; rather, it’s our mind trying to keep us safe. Yet, as she reminds us, that “safe” place can end up stalling our growth and keeping us from the breakthroughs we’re capable of achieving. One of Teresa’s key insights is the importance of consistency and authenticity in breaking self-sabotaging habits. She speaks to the value of building a visible, authentic presence online—not just for marketing but as a powerful way to establish trust and connection with clients and prospects. Teresa believes that when MSP owners are authentic and consistent in their online presence, they build a network of trust that lays the groundwork for stronger, long-lasting business relationships. This trust allows clients and prospects to get to know you before they’ve even spoken with you, something that is increasingly important as research shows that most of the buying decision is made before a client even contacts you. During our conversation, we touched on how self-sabotaging can be particularly sneaky for MSPs, who often prioritise solving technical issues over working on the strategic growth of their business. Teresa explains that this can lead to avoidance of challenging, but necessary, steps like sales and marketing, often because these tasks push us outside our comfort zone. She shares a critical tip: look for patterns. Self-sabotage can manifest as procrastination, indecision, or distractions, and recognising these patterns is the first step to breaking free from them. Teresa recommends slowing down and questioning why we might be resisting certain tasks or decisions. Are we avoiding an uncomfortable feeling or fear of failure? By reflecting on this, we can start identifying the root of our self-sabotage. Teresa also emphasises the need for incremental changes—what she calls “1% shifts”—to overcome self-sabotaging tendencies. Rather than attempting drastic transformations, Teresa suggests that small, manageable changes can build confidence and create sustainable progress over time. This incremental approach helps build integrity with ourselves, proving that you can follow through on your commitments. These “1% shifts” allow you to step outside your comfort zone slowly, creating new neural pathways that make it easier to tackle bigger challenges in the future. For example, if an MSP owner is hesitant to start marketing themselves online, they could start by making one small post per week. Over time, these small efforts add up, gradually building confidence and consistency. One of the standout lessons from Teresa is the importance of understanding the ego’s role in self-sabotage. Ego can prevent us from asking for help, acknowledging when we’re stuck, or admitting that we don’t have all the answers. Teresa shares that many business owners may avoid seeking help or taking advice because their ego convinces them that they have everything under control, even when they could benefit from guidance. She encourages MSP owners to step away from this mindset, embrace vulnerability, and take advantage of the collaborative and supportive nature of the MSP community, which thrives on shared knowledge and experiences. The practical framework that Teresa Heath-Wareing shares in this episode provides MSP owners with tools to identify and address self-sabotaging behaviours. From recognising patterns to making 1% shifts, Teresa’s approach is about building self-awareness, resilience, and consistency. She encourages listeners to approach self-sabotage with empathy, reminding us that our brains are simply trying to protect us. With greater awareness, MSP owners can harness their potential by setting aside self-limiting beliefs and making intentional choices that lead to growth. Whether you’re trying to improve your marketing consistency, make strategic decisions, or take your business to the next level, Teresa’s insights on self-sabotaging behaviours offer a clear, actionable path. This episode is packed with Teresa Heath-Wareing’s expert advice on the psychology behind self-sabotage, and it will resonate with anyone looking to break through their mental barriers to achieve greater success. To access Teresa’s FREE training and workbook, simply click . You can reach out to Teresa Heath-Wareing through her LinkedIn profile Check out the Teresa’s podcast , or her website . For full details of our Business Blueprint Workshop on Tuesday 3rd December, click . 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/34109306

EP207 – Why You Need Dark Web Monitoring in Your MSP with Tony Capewell & Ian Luckett 11/15/2024

EP207 – Why You Need Dark Web Monitoring in Your MSP with Tony Capewell & Ian Luckett We kicked off with a straightforward explanation of what the dark web actually is. Tony clarified the distinctions between the open web (the visible internet we all use daily), the deep web (pages that aren’t indexed by search engines and require authentication, like online banking portals), and the dark web. The dark web is a hidden section of the internet that’s intentionally obscured and often requires specific software, like Tor, to access. While it’s not exclusively for criminal activity, the dark web is a hub for illegal activities, data trading, and stolen information—everything from personal credentials to corporate data can be bought and sold there. Tony shared why MSPs should be particularly concerned about dark web monitoring. He emphasised that most MSP clients don’t realise just how vulnerable their data is or how easily it can end up on the dark web after a breach. He recounted how MSP Dark Web was born out of frustration with other vendors and security tools, which weren’t doing enough to protect his clients. Now, his platform allows MSPs to monitor their customers’ domains and personal emails to detect stolen credentials and alert clients before damage is done. With Tony’s dark web monitoring service, MSPs can see if sensitive client information is being circulated on the dark web and act quickly to advise their clients on securing or updating their credentials. One of the core themes we discussed was how to present this information to clients. For many business owners, technical jargon about dark web monitoring or data breaches goes over their heads. Tony shared that MSP Dark Web provides a comprehensive marketing toolkit for MSPs, which includes email templates, leaflets, and other resources to help MSPs communicate the importance of dark web monitoring in a simple, understandable way. This helps MSPs position dark web monitoring as a proactive, essential service that can protect businesses from potential cyber threats. During our chat, Tony highlighted a sobering statistic: his database contains 149 billion emails and 88 billion passwords from data breaches worldwide, and this number grows every day as new breaches occur. His platform also tracks “session cookie data”—which can allow attackers to access accounts even if two-factor authentication (2FA) is enabled. This was a real eye-opener, and Tony advised listeners to avoid the “remember me” option on websites and to regularly clear their browser’s cache and cookies. These steps may seem small, but they can make a big difference in protecting your information from dark web exposure. Another crucial point Tony shared is the importance of educating clients about the risks associated with reusing passwords. If a password is stolen from one site and a client uses that same password elsewhere, cybercriminals can potentially access multiple accounts. Dark web monitoring allows MSPs to detect compromised credentials in time for clients to change their passwords, rendering the stolen data useless. We also delved into the misconceptions around cybersecurity stacks, particularly the tendency of MSPs to “stack fiddle,” as Paul Green has called it. This occurs when MSPs add endless layers of security tools without a cohesive strategy. Dark web monitoring doesn’t necessarily overlap with other cybersecurity measures in an MSPs stack; it complements them by focusing on external threats. Rather than just looking at data within a business, dark web monitoring looks outward, alerting MSPs to information that might have been exposed in breaches they wouldn’t otherwise be able to track. Towards the end of the episode, Tony emphasised the growing importance of dark web monitoring for everyone—not just those with large bank accounts. Cybercriminals don’t just target wealthy individuals; anyone can become a victim. For instance, attackers can exploit simple pieces of personal information, like a preference for dogs over cats, to manipulate victims. This was a stark reminder that every MSP should consider dark web monitoring as an essential part of their security offering. In summary, Tony Capewell made a compelling case for why dark web monitoring is a must-have service for MSPs. It’s not just about selling a new tool; it’s about proactively protecting clients and building trust. With resources like MSP Dark Web, MSPs can offer their clients peace of mind by ensuring that if their data does appear on the dark web, they’re immediately informed and can take action to secure their information. If you’re an MSP looking to strengthen your cybersecurity stack and communicate its value to clients, dark web monitoring could be the solution you need. Connect with Tony Capewell through their website by clicking For full details of our Business Blueprint Workshop on Tuesday 3rd December, click . 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/33947487

EP206 – How to Recruit for Free with Josh Wood & Ian Luckett 11/08/2024

EP206 – How to Recruit for Free with Josh Wood & Ian Luckett Our conversation opens with Josh explaining why so many MSPs find recruitment such a challenging task. He points out that MSPs often carry a reputation for intense, fast-paced environments that might deter potential candidates who are looking for a better work-life balance. This, coupled with the industry's persistent skills shortage, makes recruitment even more complex for MSPs. Josh goes on to share insights on what MSPs can do to tackle these obstacles head-on, starting with how they present themselves to potential recruits. He notes that recruitment in many ways mirrors marketing, as it requires MSPs to sell not only the role but also their culture and work environment. An effective job advert, according to Josh, is not merely a list of required skills; it’s an opportunity to communicate the unique qualities of your MSP and why it’s a great place to work. This simple but often overlooked detail can make all the difference in attracting the right candidates, especially if you can convey the potential for career progression and the supportive, dynamic atmosphere within your MSP. A significant part of the discussion centres around the value of using free advertising options effectively. Job boards like Indeed and Glassdoor can be valuable resources, but Josh cautions against simply copying and pasting job descriptions without thought. He advises MSPs to craft engaging, well-written adverts that highlight what’s appealing about working for their business, from the types of clients they work with to the opportunities for professional growth within the MSP. To avoid being swamped by unqualified applicants, Josh suggests using screening questions on job boards that encourage candidates to provide more than a yes-or-no response, allowing you to quickly gauge their enthusiasm and suitability for the role. We also explore the benefits of using your website and social media as free recruitment tools. Josh points out that MSPs often overlook the value of advertising open roles directly on their website, which not only attracts candidates but also demonstrates to clients that the MSP is growing and investing in its future. Additionally, Josh emphasises the importance of using social media platforms like LinkedIn to showcase your MSP’s culture. Posting about company events, employee achievements, and team-building activities provides potential candidates with a glimpse into life at your MSP and can be a powerful way to attract people who align with your company values. LinkedIn, originally created as a recruitment platform, remains a crucial space for MSPs to build their brand and engage with potential recruits. Once candidates start applying, having a structured interview process becomes essential. Josh and I agree that a structured interview ensures consistency and makes it easier to assess candidates against the skills and qualities you need. Josh advises having a well-defined process that includes a mix of technical and aptitude-based questions to help you understand the candidate’s diagnostic skills and approach to problem-solving, which are crucial for roles in MSPs. Another helpful tip is to ask candidates about their proudest achievements and challenges they’ve faced, as this can reveal how they may perform under the demands of an MSP environment. As Josh explains, the goal is not to trip candidates up but rather to understand their strengths and gauge whether they’d thrive in the role. As we discuss interview techniques, we touch on the importance of selling your MSP to the candidate during the interview. In today’s competitive market, candidates are evaluating potential employers just as much as they are being evaluated themselves. By sharing your MSP’s vision, the benefits of working with your team, and how you support employee growth, you leave candidates with a positive impression and a better sense of what your MSP can offer them in the long run. This episode provides several steps that MSPs can implement to improve their recruitment process without incurring additional costs. From leveraging social media to carefully structuring interviews, these strategies not only help MSPs recruit more effectively but also enhance the overall perception of their brand. Now that you know how to recruit for free, listen on to , where we dive into onboarding strategies and how to nurture your new hires once they’ve joined your team. This episode complements today’s discussion by helping you make the most out of the talented individuals you bring into your MSP. You can reach out to Josh Wood through his LinkedIn profile or you can also email him at Check out Beaumont IT through their website . For full details of our Business Blueprint Workshop on Tuesday 3rd December, click . 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/33851922

EP205 - Understanding Neurodiversity in the Workplace with Gabriel Herman & Ian Luckett 11/01/2024

EP205 - Understanding Neurodiversity in the Workplace with Gabriel Herman & Ian Luckett Gabriel Herman explained that neurodiversity encompasses various conditions, including autism, ADHD, dyslexia, and dyscalculia, each with its unique challenges and strengths. He emphasised that autism itself presents a particularly unique challenge, as many autistic individuals may struggle to articulate their needs due to the very nature of their condition. As a result, identifying reasonable adjustments in the workplace can be difficult, making it crucial for employers to proactively develop an autism-friendly culture. Gabriel pointed out that autistic people often possess exceptional skills in specific areas, making them valuable assets when they are placed in the right roles. He encouraged employers to focus on these strengths and provide the necessary support to help autistic employees thrive. A key takeaway from our discussion was that reasonable adjustments in the workplace are often simple but highly effective. Gabriel highlighted examples such as offering job interview questions in advance, allowing noise-cancelling headphones, and considering the impact of lighting and sensory environments on employees. He also mentioned the importance of flexibility around social interactions, like onboarding events or team activities, which can sometimes be overwhelming for neurodiverse individuals. The broader message here is that what works for autistic employees often improves the workplace for everyone, whether through clearer communication, more structured processes, or enhanced accessibility. Gabriel Herman shared some stories that illustrate the everyday challenges autistic individuals face, especially when navigating job interviews. From the unpredictability of public transport to the anxiety-inducing dynamics of an unfamiliar office environment, his stories underscored the importance of empathy and understanding from employers. Gabriel emphasised that creating a truly inclusive workplace starts by openly communicating that the organisation is autism friendly. He shared an example of a top accountancy firm that had a well-designed recruitment process but failed to advertise that they were autism friendly. Gabriel stressed that simply stating this commitment can make a world of difference in encouraging autistic individuals to apply. We also explored the broader cultural implications of neurodiversity in the IT sector. Gabriel pointed out that the IT channel often attracts individuals with neurodiverse traits due to the sector’s technical and detail-oriented nature. While this can be a strength, he noted that MSPs must remain aware of the potential challenges that come with managing a neurodiverse workforce. Leadership self-awareness is critical here—managers need to be able to identify potential signs of autism and other neurodiverse conditions in their teams, even if employees have not disclosed a diagnosis. Gabriel made an excellent point: many autistic individuals may not know they are autistic or may be unable to secure a formal diagnosis. This means that a culture of openness and proactive support is essential. Throughout our conversation, Gabriel Herman offered valuable advice for MSP leaders on fostering a more inclusive culture. He suggested starting with an autism awareness event to kickstart the conversation within the organisation. This approach ensures that everyone is educated on the topic, making it easier to implement practical changes. Gabriel also emphasised that being open about the company’s autism-friendly practices should extend beyond employees to clients, as many of them may also have neurodiverse needs or family members with neurodiverse conditions. In closing, Gabriel Herman urged MSPs to see neurodiversity not as a challenge to be managed but as an opportunity to innovate and enhance business performance. He firmly believes that third-way thinking—derived from integrating diverse perspectives—can be a significant driver of creativity and growth. As we wrapped up, Gabriel reminded us that the ultimate goal is for every individual, neurodiverse or not, to bring their authentic selves to work. He left us with a mic-drop moment: "It’s not just about hiring the right person for the role; it’s about creating a role where that person’s unique strengths can shine." Contact Gabriel Herman by emailing him at or learn more about Aspierations through their website by clicking . For full details of our Business Blueprint Workshop on Tuesday 3rd December, click . 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/33736522

EP204 - 9 Steps to MSP Scaling Success with Ian Luckett 10/25/2024

EP204 - 9 Steps to MSP Scaling Success with Ian Luckett Many MSPs I speak to know something isn't quite right in their business, but they don't always know where to start when it comes to fixing it. It can feel overwhelming trying to juggle all the different moving parts – managing a team, focusing on technical work, and attempting to drive sales and marketing efforts all at once. In this episode, I break down the proven MSP Scale System we use at the MSP Growth Hub to help you get unstuck, refocus, and ultimately achieve the MSP success you're aiming for. The first key step is all about building a growth plan. This might sound basic, but you’d be surprised how many MSPs struggle without a clear, documented plan. Understanding your numbers, your vision, and your business’s maturity is crucial to making informed decisions. A strong growth plan keeps you on track, even after disruptions like holidays or major projects. It helps ensure you're not constantly pulled in different directions by your team or shiny distractions, but instead, you're working towards a clear goal. Once you have your growth plan, it’s time to share it with your team. This is about bringing the plan to life. It’s not enough to have it in your head – you need to communicate it clearly to everyone involved in your business. Engaging your team in your vision and getting them excited about the journey is critical to your success. A motivated, aligned team can drive your business forward, while a disconnected one will hold you back. Knowing your numbers is the next step. When I say "knowing your numbers," I’m not just talking about what’s in your bank account. I mean understanding profitability on a granular level – from each client to the efficiency of your systems. Many MSPs miss out on profitability simply because they don’t fully understand their financials. Understanding where your business is leaking money, where you can be more efficient, and where you can invest will set you up for MSP success. Next up is optimising account management. So often, MSP owners think they need more sales leads, but in reality, their existing clients could offer significant untapped revenue. By nurturing your relationships, becoming a trusted technology partner, and understanding your clients' needs, you can uncover opportunities within your current client base. Picking this low-hanging fruit can provide substantial growth without the need for new leads. Building a dream team is another critical factor in scaling your MSP. You can’t do everything yourself, and a solid team structure is essential. Too many MSPs operate in a flat structure where the owner is constantly interrupted by staff looking for answers. Developing leadership within your team and giving people clear roles will help you gain the headspace you need to focus on high-value, strategic tasks that will drive MSP success. Operational excellence is another key step. If your processes aren’t streamlined and connected, you’ll struggle to scale. It’s easy to get caught up buying new tools, but without strong processes in place, those tools won’t help much. Focus on connecting your processes, reducing bottlenecks, and making sure your operations run like a well-oiled machine. Improving team performance follows. Once you've built your dream team, keeping them engaged and accountable is vital. Ensure they have clear targets, understand their purpose, and are aligned with your company values. This step is about motivating your team to not just meet expectations but exceed them, helping your MSP grow and succeed. Next, you need to focus on creating magnetic marketing. Without strong marketing, your MSP risks becoming just another faceless provider in a race to the bottom on price. Consistent, value-driven marketing will set you apart from the competition and bring in the right clients. You don't need to do it all at once – start small and be consistent. Finally, eliminate friction in your sales process. If your marketing has done its job and educated potential clients, closing deals should be simple. By streamlining your sales process, ensuring potential clients understand your value proposition, and maintaining consistency in your messaging, you’ll find that scaling your MSP is much smoother. These 9 steps are the foundation for achieving MSP success. Whether you're building your first million-pound business or looking to scale to £5 million, following this system will help you grow faster and more sustainably. If you're ready to take action, reach out or start by working through these steps on your own – either way, you're well on your way to MSP success. For full details of our Business Blueprint Workshop on Tuesday 3rd December - Click 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/33615702

EP203 – Ask Stuart #17 – How to Create a High Performing Team… While Taking 3 Weeks Off 10/18/2024

EP203 – Ask Stuart #17 – How to Create a High Performing Team… While Taking 3 Weeks Off Now, I know what you’re thinking—"We’ve talked about building teams before, haven’t we?" And you’re right, but Stuart is bringing a fresh take today, one that’s not just about the usual metrics and leadership strategies. Instead, we’re focusing on how to do it while you’re on holiday. Stuart walks us through the process that one of our clients, Andy, went through, building a high-performing team that allowed him to take a full three-week break—without being disturbed once. That’s the dream for many MSP owners, and Stuart is here to break down how Andy made it a reality. One of the key points Stuart makes in this episode is the importance of building an Owner Not Needed (ONN) business. The idea is simple but powerful—replace "Owner" with your name: Ian Not Needed, Stuart Not Needed, Andy Not Needed. It’s about building a business where you can step away and it not just survive, but thrive. Most MSP owners started on the technical side of things, and because of that, many struggle to let go. There’s an ego element to it—"If I’m not involved, will they do it right?"—and that can make it hard to trust your team to handle things on their own. But Stuart emphasises that part of creating a high-performing team is getting out of your own way. One of the most counterintuitive but effective strategies he mentions is this: go on holiday. The more you step back, the more space you create for your team to step up. Andy’s journey started with nervousness, but over time, he began to see that his team not only managed in his absence but also proactively moved the business forward. By giving his team the freedom to own their roles, they were able to take on internal projects, improve processes, and keep the business running smoothly—all while Andy enjoyed his time off. Stuart also talks about the importance of testing this trust incrementally. He suggests starting with smaller periods away from the business, like a week’s holiday, and gradually increasing the time as you and your team gain confidence. It’s about trying something new, and trusting the people you’ve hired. And if something doesn’t go right during your absence, that’s valuable feedback—an opportunity to reassess whether you’ve got the right people in the right roles. Another crucial aspect Stuart touches on is measurement. He shares an example from Andy’s business where they set a KPI around recording ticket time. Previously, the team struggled to record more than four hours of billable work a day, but by setting a clear target, they were able to regularly hit between five and six hours, leading to a significant impact on the bottom line. By setting these kinds of benchmarks and communicating them clearly with your team, you not only help them understand what success looks like but also keep the business on track while you’re away. Stuart highlights the importance of involving the team in the journey. It’s not enough to hand over responsibility without context. Engaging your team in conversations about the future of your MSP, listening to their ideas, and incorporating their feedback into the overall plan makes them feel valued and therefore invested. This level of involvement leads to greater ownership, and in Andy’s case, it resulted in a team that could run the business seamlessly, allowing him to take those coveted weeks off. So, if you’re an MSP owner who’s been hesitant to step back, take a page from Andy’s book. Trust your team, set clear expectations, and give them the space to prove that they can handle things without you. With the right people and processes in place, you’ll be able to enjoy the freedom that comes with an Owner Not Needed business. 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/33514742

EP202 - I Want to Change My PSA, but I’m Scared! With Chris Timm and Ian Luckett 10/11/2024

EP202 - I Want to Change My PSA, but I’m Scared! With Chris Timm and Ian Luckett To help guide us through this minefield, I’m joined by PSA expert Chris Timm, who returns to share his invaluable insights on when and how to make this big change. If you’ve ever thought about switching your PSA, or are just wondering if your current tool is still the right fit, this episode is packed with practical advice and real-world examples to help you avoid common pitfalls. Chris Timm begins by highlighting a phenomenon many of us are familiar with: shiny ball syndrome, or as he calls it, the “magpie effect.” It’s all too easy to get distracted by the latest tools and products hitting the market, but as Chris points out, not all decisions to switch your PSA are based on sound reasoning. The question you really need to ask yourself is: is this tool helping my business achieve its goals, or am I simply following the crowd? A crucial point made by Chris is that many MSPs aren’t fully utilising the capabilities of their existing PSA. Often, MSPs buy a PSA for basic functions like ticketing, but fail to explore other features like billing, project management, or customer profitability tracking. Chris stresses the importance of self-auditing your PSA to determine whether it’s genuinely failing to meet your needs, or if you’re simply not using it to its full potential. If your current PSA can do what you need, but you haven’t tapped into those functions, it might be worth sticking with it rather than jumping ship. However, there are legitimate reasons for changing your PSA, and Chris outlines a few key ones. Perhaps your vendor is overcharging or tying you into long-term contracts with little innovation. Maybe your business has grown, and your current tool isn’t scaling with you. When these factors come into play, it’s time to seriously consider moving to a new PSA that can better support your business. Once the decision to change your PSA has been made, the next challenge is managing the transition. Chris and I discuss the complexity of switching PSAs, comparing it to open-heart surgery for an MSP. There are several factors to consider: how much data you need to transfer, how long the transition will take, and how to train your team on the new system. Chris advises against trying to do it all yourself and strongly recommends working with a consultant or your PSA vendor to ensure a smooth and efficient migration. One key takeaway from this episode is the importance of proper planning and resource allocation when changing your PSA. Chris emphasises that the process will require a significant time investment, especially for your technical lead. A common mistake MSPs make is underestimating how much time and effort the transition will take, which can stretch the process from months to a year or more. A dedicated team member needs to be assigned to oversee the implementation and ensure the PSA is set up correctly from the start. But as Chris and I both agree, despite the challenges, getting your PSA right can be transformational for your MSP. The right tool can save you countless hours, automate manual tasks, and streamline your operations. From billing to project management, a well-implemented PSA can make your business more efficient, reduce costs, and ultimately improve your bottom line. For your technical team, the right PSA can simplify workflows and make their jobs easier, giving them more time to focus on strategic work that helps grow the business. If you’re considering switching your PSA, Chris Timm’s top three tips are clear: make sure you’re moving for the right reasons, fully understand what your current PSA can do before deciding to change, and always work with someone experienced to help guide you through the process. 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/33422937

EP201 – BF Edition – How to Grow My MSP In 2025 with Ian Luckett 10/04/2024

EP201 – BF Edition – How to Grow My MSP In 2025 with Ian Luckett One of the biggest traps I see MSP owners fall into is waiting until the end of the year to think about what they want to achieve next year. Why wait until December or January to make plans for growth? If you want to grow your MSP, the planning needs to start right now, while there’s still time left in the year to make an impact. Don’t fall into the trap of doing the same thing every week and expecting different results. It's time to make a change. I’ve spoken to countless MSP owners who’ve been running their businesses for over a decade and yet are still stuck in the same cycle. Many are fed up, struggling to hit that elusive seven-figure turnover and unsure of how to break through to the next level. If this sounds familiar, this episode is for you. Growing your MSP requires focus, dedication, and—crucially—a proper plan. First things first, you need to take personal responsibility for your time. If you’re serious about growing your MSP, you need to carve out time to think. As a business owner, thinking time is some of the most valuable time you can spend. Book a meeting with yourself, create an agenda, and work out what success looks like for you. Be clear on your objectives and treat it like the important business it is. It’s all about setting aside time to think strategically, which is something many MSP owners' neglect. Next, avoid getting stuck in an echo chamber. It’s easy to keep going over the same thoughts and ideas with the same people and expect new outcomes, but that rarely works. You need fresh perspectives. Get a coach, join a peer group, or find someone who can hold you accountable. At The Growth Hub, we’ve seen first-hand how important accountability is for MSP owners who want to grow their businesses. Having someone who can challenge your thinking and keep you on track is vital if you want to grow your MSP in 2025. The third step is to clarify where you want to end up. If you’re not sure what a successful 2025 looks like for you, think about what you don’t want to repeat from this year. Maybe it’s a lack of leads, clients leaving, or team issues. Whatever it is, pinpoint the things you don’t want to see again and start planning to avoid them. The vision you create now will guide you through the next year and keep you focused on what really matters. Another key point is to prioritise stability before you rush into sales and marketing. Many MSPs make the mistake of jumping straight into lead generation before stabilising their current operations. At The Growth Hub, about 90% of MSPs we work with spend the first 12 months focusing on alignment, profitability, and getting their teams in place before they even touch sales and marketing. Growing your MSP isn’t just about getting new leads—it’s about creating a solid foundation for growth that will last. Finally, as we edge closer to the end of 2024, now is the perfect time to get your plan together. You’ve got three months left to carve out time, get a coach or accountability buddy, and set your vision for 2025. The ROI of investing in the right support is massive—you’ll recover those costs in no time when you’ve got a solid plan and the accountability to follow through. So, if you’re ready to grow your MSP in 2025, now’s the time to act. Follow the steps in this episode, and you’ll set yourself up for success in the coming year. If you’re serious about growth, take the first step today by visiting The MSP Growth Hub and checking out our Scale with Confidence quiz, where you can assess your current position and see exactly what’s needed to grow your MSP. Remember—if you want to grow your MSP, you’ve got to make the changes. It’s up to you! 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/33329417

EP200 - Special 200th Episode - Marketing Special with Paul Green 09/27/2024

EP200 - Special 200th Episode - Marketing Special with Paul Green Paul Green is well known for his deep insights into MSP marketing and how to create lasting results through simple, effective strategies. During this live episode, he shared valuable tips on how MSPs can consistently find new prospects, nurture relationships, and convert leads into paying clients. As Paul emphasised throughout our discussion, the key to success in marketing is consistency. He highlighted the importance of showing up regularly—whether it's through weekly emails, posting on LinkedIn, or running a podcast like ours. The big takeaway here is that marketing isn’t a one-off activity; it’s about building relationships over time, something that requires daily, weekly, and monthly commitment. One of the first crucial topics we addressed was the top methods MSPs can use to turn cold prospects into warm leads. Paul Green stressed the importance of using LinkedIn as the primary platform for MSPs to find decision-makers and influencers. According to Paul, LinkedIn is a goldmine for prospects, and with everyone MSPs would want to do business with already on the platform, it’s just about making the right connections. In addition to LinkedIn, Paul mentioned the power of networking—physically attending events like BNI or chamber of commerce meetings. He pointed out that networking accelerates trust-building, helping MSPs move relationships forward faster. Lastly, building an email list was another critical tactic Paul highlighted. By capturing emails from LinkedIn connections and adding them to your marketing funnel, MSPs can create direct and ongoing communication with prospects. We then explored the challenge of finding a niche, a problem faced by many MSPs. Paul shared a very practical approach to discovering your ideal niche: look at your current clients and ask yourself, “Who do I enjoy working with, and who is most profitable?” By identifying these two factors, you can focus your marketing efforts on clients that bring both satisfaction and financial return. Paul Green has helped many MSPs discover their niche and scale their business by honing in on specific industries or verticals. The lesson here is that marketing becomes exponentially easier when you make your message relevant to a defined group of people. Another key topic we tackled was the role of marketing tools in measuring success. Paul had a straightforward answer: the most important tool is your bank account. He encouraged MSPs not to get bogged down in vanity metrics like LinkedIn's Social Selling Index or the open rates of email campaigns. Instead, focus on the actual outcomes—new clients and increased revenue. Paul reiterated that marketing, at its core, is about creating opportunities to have meaningful conversations with prospects, and the best metric of success is the number of clients you bring on board. We also delved into the power of personalised video messages in marketing. Paul Green discussed how platforms like Vidyard and Bonjoro allow MSPs to send tailored video messages to their prospects. The key here is personalisation. By recording a brief message directly for a client and embedding it in an email, you increase engagement dramatically. Paul shared a great tip—holding up a card with the recipient’s name in the video’s thumbnail—to make it more likely that they’ll open the email. This small touch can make a big difference in getting your message across in a crowded inbox. As the episode progressed, Paul and I took questions from our live audience, covering a range of topics from how to structure LinkedIn content to adapting marketing messages for different geographical audiences. One of the standout moments was when Paul provided his golden rule for time management in marketing: spend 90 minutes every weekday working on your business. This simple yet powerful tip can help any MSP owner build momentum and see long-term growth. In summary, this episode was packed with actionable advice from Paul Green, especially on how MSPs can take control of their marketing by being consistent, focused, and creative. Whether it's using LinkedIn effectively, defining your niche, or utilising personalised videos, the underlying message is clear—marketing is a long game, but if you show up regularly and stay committed, you’ll see the results. As always, it was a privilege to share this special milestone with our community, and we’re looking forward to continuing to support MSPs on their growth journey. Thank you to everyone who has supported us over the past 200 episodes, and a huge thanks to Paul Green for joining us for this unforgettable event! 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/33235617

IT Experts Podcast with Ian Luckett

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