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!

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 Special Episode - My Top 5 Podcast Episodes EVER and Why 09/13/2024

IT Experts Podcast Special Episode - My Top 5 Podcast Episodes EVER and Why Kicking off at number five, we revisited with Nigel Moore, titled "." This episode is a must-listen for anyone struggling with the intricacies of MSP pricing strategies. Nigel, the founder of The Tech Tribe, delves into the essentials of structuring your pricing to avoid the all-too-common bespoke deals that can stifle an MSP's growth. We discussed the continual evolution of pricing models and how establishing standard packages can significantly streamline your sales process and client onboarding. The fourth spot is claimed by with Daniel Welling, discussing how to "." This show is crucial for MSPs considering their exit strategy or simply aiming to enhance their business valuation. Daniel's expertise in M&A shines through as we cover the importance of preparing your MSP for a potential sale from the ground up, emphasising long-term contracts and a robust operational structure to attract serious offers. Next, at number three, is with my business partner Stuart Warwick, on "." This episode focuses on the pivotal role of effective account management in not only maintaining but also expanding your client relationships. We outlined a five-step process to refine your account management strategy, ensuring that your business consistently nurtures and grows its existing client base, thereby boosting your profitability without the constant chase for new leads. The runner-up in our countdown is , titled "," featuring a heartfelt discussion with Mark Stevens. This episode serves as a beacon for any MSP owner feeling overwhelmed or stuck in a rut. Mark’s story is a testament to the power of perseverance and the importance of seeking support when needed. His experience highlights the transformative impact that stepping back and trusting a structured coaching process can have on both personal and business growth. Finally, topping the chart at number one is with Richard Tubb, focused on "." Richard’s insights into the MSP business mindset are invaluable. We explored how shifting from being a busybody to a strategic thinker can dramatically improve your business operations. His emphasis on routine over discipline and the necessity of removing ego to foster vulnerability within leadership were particularly eye-opening. Each of these episodes of the ITE Podcast not only shared invaluable wisdom but also demonstrated different facets of managing and scaling an MSP effectively. Whether it’s refining your pricing strategy, preparing for an exit, enhancing client relationships, overcoming personal obstacles, or transforming your mindset, these episodes collectively provide a blueprint for MSP success. If you've found these insights valuable, don't forget to check out the full episodes linked in our show notes. And as we gear up for the next 200 episodes of the ITE Podcast, we continue to invite all tech leaders and MSP enthusiasts to join us in sharing, learning, and growing together. Remember, if you've got a story to tell or an insight to share, drop me a message at or connect on LinkedIn. Let's keep pushing the boundaries and making change happen within the MSP space. Here’s to making impactful changes in your MSP and scaling new heights. Don't forget to leave us a review on iTunes or Spotify. Don’t forget to drop your question to be part of the IT Experts Podcast AND win a £200 Amazon voucher. 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/33044602

EP199 - Why Becoming a Cyber Advisor Will Help Your MSP Grow with Neil Smith and Ian Luckett 09/06/2024

EP199 - Why Becoming a Cyber Advisor Will Help Your MSP Grow with Neil Smith and Ian Luckett Neil Smith explains how his journey into the cyber advisor space has not only strengthened his business by enhancing his credibility but also provided new revenue opportunities. He explains that the cyber advisor role is not just about securing clients but about positioning yourself as a trusted authority in the field of cybersecurity. With cybersecurity becoming more complex, Neil highlights the importance of MSPs adopting the Cyber Essentials and Cyber Essentials Plus certifications as a minimum standard. According to Neil, these certifications, which are significant milestones, are achievable and can set an MSP apart from the competition. A key takeaway from our conversation is the opportunity that the cyber advisor role presents in a rapidly evolving regulatory landscape. Neil points out that the UK government has been moving towards regulating MSPs, particularly in terms of cybersecurity. While the regulatory changes may still be a few years away, Neil wisely suggests that proactive MSPs should get ahead of the curve by becoming cyber advisors now. By doing so, MSPs can not only comply with future regulations but also monetise the process through gap analysis services and further consulting. Neil Smith shares that Reform IT chose to go down the IASME route for their Cyber Essentials Plus and Cyber Assurance certifications. This route was more cost-effective and provided the same level of credibility as the more expensive ISO 27001 certification. Neil explains that becoming a cyber advisor involves not just the certification of the business but also the training and accreditation of an individual within the organisation. This dual approach ensures that the business is fully prepared to deliver the cyber advisor service to clients. One of the key benefits of becoming a cyber advisor, as Neil explains, is the ability to add substantial credibility to your MSP. With the official NCSC Cyber Advisor logo on your website and marketing materials, you can demonstrate to potential clients that you take cybersecurity seriously. Neil notes that this level of recognition can be a game-changer, particularly as more clients start to look for MSPs who can prove their commitment to cybersecurity. Throughout the episode, Neil and I discuss the tangible benefits of being a cyber advisor, including the opportunity to stand out in a crowded market. Neil shares that, as of August 2024, there are only 82 organisations listed as cyber advisors in the UK. With approximately 15,000 MSPs across the country, this presents a significant opportunity for early adopters to differentiate themselves and capture market share. In closing, Neil Smith offers practical advice for MSPs considering the cyber advisor route. He suggests leveraging the certification to educate existing and potential clients about the importance of cybersecurity. This, he believes, can lead to further business opportunities, as clients often require additional services once their cybersecurity gaps have been identified. You can reach out to Neil Smith by sending him an email at [email protected] 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/32945162

EP198 - How to Write Compelling Bids to Win New Business with Louise Howson & Ian Luckett 08/30/2024

EP198 - How to Write Compelling Bids to Win New Business with Louise Howson & Ian Luckett One of the key takeaways from our conversation is the importance of understanding whether bidding is right for your MSP. Louise Howson made it clear that bidding isn't just for the big players. Smaller MSPs can absolutely take part and succeed in this process, provided they approach it with the right mindset and preparation. She emphasized that while bidding can seem risky and time-consuming, there are plenty of opportunities in both the public and private sectors that are more accessible and less intimidating than you might think. The trick is to recognise when a tender is worth pursuing and when it might just be a time-wasting exercise. Louise shared some fantastic advice on how to determine if a bid is genuine or simply a fishing expedition. If a proposal seems to come out of the blue with tight deadlines, it’s important to trust your instincts. If the requirements aren’t fully fleshed out or the request seems vague, it might be a red flag that the client is either unsure of what they want or just looking to compare prices. Louise advised that you should always weigh up the potential return on investment before committing significant time and resources to a bid. We also discussed the practicalities of bid writing. Louise Howson is a big advocate for building a bid library—a collection of pre-prepared answers and documents that you can tailor to specific bids. This not only saves time but also ensures consistency and quality across your submissions. She highlighted the importance of clearly documenting your services and understanding how they help your customers. It's not just about what you do, but how it benefits the client. This is a drum we often beat here at IT Experts—knowing your value proposition inside out is key to success, whether you’re marketing your services or bidding for new business. Louise also touched on the importance of preparation. She likened the bidding process to a project, where planning is everything. From checking the timelines and ensuring you have the right team in place, to thoroughly reading and understanding the questions and the scoring matrix—these steps are crucial. One of her top tips is to leave enough time for someone else to review your bid. Fresh eyes can catch mistakes and ensure that your responses are clear and aligned with the client’s needs. And for those wondering about the role of AI in bid writing, Louise Howson advises some caution. While AI tools like ChatGPT can be helpful in overcoming writer’s block or providing a framework for your answers, they shouldn’t be relied on entirely. A human touch is essential to ensure that your bid is tailored and genuinely answers the client’s questions. Over-reliance on AI can lead to generic, fluff-filled responses that won’t stand out in a competitive tendering process. So, if you're an MSP considering getting into the world of bidding or looking to improve your success rate, this episode is packed with practical advice. From qualifying opportunities to preparing your bid and avoiding common pitfalls, Louise’s insights can help you navigate the process with confidence. Remember, even if you don't win a bid, the experience and feedback can be invaluable for future opportunities. If you need help with your bidding strategy, you can connect with Louise Howson on or through her website . Want to be part of the IT Experts Podcast AND win a £200 Amazon voucher? Drop your question 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/32811837

EP197 – How to Build a 7 Figure MSP On 4 Days a Week – Success Stories with Simon Dickinson 08/23/2024

EP197 – How to Build a 7 Figure MSP On 4 Days a Week – Success Stories with Simon Dickinson In this episode, we learn how being a member of The MSP Growth Hub helped influence the transformation Simon’s business. Simon shares how revamping his business model, making strategic hires and implementing robust systems allowed him to step back without sacrificing service quality or business growth. His story is a testament to the power of strategic planning and the right support, proving that MSPs can indeed flourish financially whilst achieving a better work-life balance. Simon’s journey with The MSP Growth Hub began in 2019. At that point, his business, which had been operating for over two decades, was feeling the strain of a classic owner-operated model—intense, hands-on, and leaving little room for personal time or strategic development. Cipher IT was a typical lifestyle business until embracing the structured support at the Growth Hub, which helped propel it into the realm of a 7-figure MSP. Simon credits the Growth Hub with providing the insights and accountability needed to pivot from daily operations to a more strategic role. A pivotal element of Simon’s success was adopting the "Owner Not Needed" philosophy, which is central to our teachings at the MSP Growth Hub. This approach focuses on building a business that works for you, rather than you for it. For Simon, this meant restructuring his team, delegating technical tasks, and stepping into a more visionary role, focusing on sales and future growth while trusting his team with the operational reins. Throughout the episode, Simon discusses the specific strategies and changes that facilitated his shift to a four-day work week without compromising business performance or client satisfaction. His ability to maintain a 7-figure MSP while enhancing his quality of life is inspiring. It highlights the effectiveness of having a reliable team, understanding your business metrics, and having a steady flow of leads—all ingredients for a successful MSP. Listeners will gain insights into how structured off-grid times, strategic team meetings, and clear delegation can transform an MSP from a demanding day-to-day grind to a more balanced and profitable business. Simon’s story is packed with practical tips for MSP owners who aspire to scale their operations while also reclaiming their time—making this episode a must-listen for ambitious entrepreneurs. Simon’s journey from hands-on technical work to strategic management showcases the growth potential within the MSP sector when driven by informed leadership and robust support systems like those provided by the MSP Growth Hub. His success story not only motivates but also serves as a blueprint for other MSP owners aiming to scale their businesses to 7-figure revenues without sacrificing their personal lives. For those looking to replicate Simon’s success, the key takeaway is the importance of aligning team roles with business goals, focusing on strategic delegation, and making time to work on the business rather than just in it. Simon’s transformation into a 7-figure MSP leader who enjoys a four-day work week is not just aspirational but achievable with the right guidance and mindset. 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/32714457

EP196 - Why You Avoid Talking to Your Team with Julie Hutchison & Ian Luckett 08/16/2024

EP196 - Why You Avoid Talking to Your Team with Julie Hutchison & Ian Luckett During one of our recent two-day intensive sessions, Julie shared some statistics about MSP leaders and their lack of regular one-to-ones with their teams. Shockingly, only about 50% of those in the room admitted to conducting regular one-to-one meetings with their team members. This means that half of them are missing out on a golden opportunity to build trust, enhance performance, and foster a culture of accountability and autonomy. Julie Hutchison emphasised the importance of these conversations, highlighting that as your business grows, so does your need to rely on your team. You can't do everything yourself, and the key to scaling successfully is to build a team that is not only capable but also confident and collaborative. By conducting regular one-to-ones, you create a space where team members feel heard and valued, which in turn encourages them to take ownership of their roles. A key takeaway from our conversation is the idea of being "interested, not interesting." Julie pointed out that many leaders avoid conversations with their team because they feel they don't know what to say or fear conflict. But the beauty of these meetings is that they're not about delivering grand speeches or only addressing issues; they're about listening. Julie Hutchison advises approaching these conversations with genuine curiosity about what your team members have to say. Ask them about their goals, what they're working on, and how they feel about their progress. It's about building trust by showing that you care about their input and development. One of the key points Julie made was that regular one-to-ones should not be seen as formal, intimidating events. Instead, they can be casual conversations, whether in the office, over coffee, or even during a car ride. The important thing is to create opportunities for dialogue, where team members can express their thoughts and ideas freely. This approach not only takes the pressure off both parties but also encourages a culture of open communication and continuous improvement. Another gem from Julie Hutchison was her advice on the "coaching style" of conducting one-to-ones. This involves using a framework like the GROW model, which encourages team members to reflect on their goals, assess their current situation, explore options, and commit to action steps. By guiding them through this process, you're not just telling them what to do; you're helping them develop problem-solving skills and a sense of responsibility for their own growth. It's important to remember that these conversations are not just about addressing problems. They're also about recognising achievements, sharing updates on company goals, and aligning everyone with the business vision. When team members understand the bigger picture and see how their work contributes to it, they become more engaged and motivated to succeed. Julie Hutchison's insights highlight the transformative power of communication in building a high-performing team. By making regular one-to-ones a priority, you're investing in your team's development and, ultimately, the success of your business. So, if you're an MSP leader who's been avoiding these conversations, take that first step today. Book that initial meeting, keep it informal, and focus on listening and learning from your team. As Julie wisely said, be interested, not interesting. This simple shift in mindset can lead to a more empowered, engaged, and effective team. Remember, building a business that works for you starts with creating a team that can thrive without you constantly steering the ship. 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/32609142

EP195 - Eliminating Security Anxiety in Your MSP with ThreatLocker 08/09/2024

EP195 - Eliminating Security Anxiety in Your MSP with ThreatLocker Seamus Lennon, VP of Operations at ThreatLocker, joins us to debunk common security myths and reduce the anxiety many MSPs feel about their security measures. Based in Dublin, with their headquarters in Florida, ThreatLocker has been at the forefront of zero trust endpoint security solutions for over eight years. With a rapidly growing team and an impressive client base of over 50,000 businesses that they work with, ThreatLocker is a significant player in the cybersecurity industry. The current threat landscape is evolving rapidly, with a 48% increase in ransomware attacks (Q1 2024 alone) since last year. Modern ransomware attacks now often involve data exfiltration, making them even more damaging. This shift means that MSPs need to focus not only on preventing downtime but also on protecting their clients' data from being stolen. MSPs must be vigilant as attackers are using legitimate software tools like PowerShell and 7-Zip to carry out malicious activities, therefore bypassing traditional antivirus measures. One of the key takeaways from our conversation is the importance of a layered security approach. Seamus emphasizes that relying solely on traditional security measures like antivirus software is no longer sufficient. MSPs should start by reviewing their security layers and ensuring they have comprehensive coverage that includes endpoint protection, application allowlisting, and elevation control to manage administrative privileges. These layers work together to block threats and restrict unnecessary access, significantly reducing the risk of breaches. When considering what cybersecurity products and solutions MSPs really need, Seamus recommends focusing on tools that provide real-time monitoring and response capabilities. ThreatLocker stands out by offering continuous support and education for their clients. Each client is assigned a dedicated Solution Engineer who helps implement the security solutions to their fullest potential. This ongoing partnership ensures that the security measures remain effective and up-to-date, reducing the risk of vulnerabilities due to incomplete implementations. Implementing and maintaining a robust security stack can be daunting, especially for MSPs juggling multiple responsibilities. ThreatLocker’s 24/7 monitoring service detects and flags suspicious activities in real-time, providing MSPs with immediate notifications and support. This proactive approach helps MSPs stay ahead of potential breaches and ensures a swift response to any incidents, further reducing security anxiety. Knowing that their security stack is working effectively is crucial for MSPs to sleep better at night and eradicate worry. ThreatLocker’s application allowlisting and elevation control features are designed to block threats by allowing only trusted applications to run and restricting unnecessary administrative privileges. Additionally, their geo-restriction feature limits access to the system based on geographic locations, ensuring that only authorised personnel can access the security settings. The impact of getting security wrong can be devastating. Without proper protection, businesses can suffer significant data breaches, financial losses, and reputational damage. Seamus shared an example of a client who experienced repeated ransomware attacks, highlighting the importance of comprehensive security measures and ongoing vigilance. For MSPs looking to leverage ThreatLocker as a sales tool, Seamus suggests focusing on the business benefits of enhanced security. By demonstrating how ThreatLocker’s solutions can protect clients from data breaches and ransomware attacks, MSPs can build trust and highlight the value of their services. This approach not only helps in acquiring new clients but also strengthens relationships with existing ones. In conclusion, the episode with Seamus Lennon from ThreatLocker provides a wealth of information for MSPs looking to eliminate security anxiety. By adopting a layered security approach, leveraging ThreatLocker’s continuous support and monitoring services, and educating clients on the importance of robust security measures, MSPs can significantly enhance their security posture. As cyber threats continue to evolve, staying informed and proactive is crucial. ThreatLocker offers the tools and expertise needed to navigate this complex landscape, ensuring that MSPs can focus on growing their businesses without constantly worrying about security breaches. If you want to follow up with Seamus directly, then you can find him on LinkedIn or to get a FREE demo of the system to see if it's the right product for you, then 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/32517032

EP194 – Ask Stuart #16 - Taking Back Control of Your Week with Ian Luckett & Stuart Warwick 08/02/2024

EP194 – Ask Stuart #16 - Taking Back Control of Your Week with Ian Luckett & Stuart Warwick Stuart started by setting the scene with a fundamental truth: time is our only finite resource. Whether you're scaling your MSP to that first £1,000,000 milestone or pushing towards the £5,000,000 mark, the effective management of your time can be a game-changer. Stuart reminded us that the key to making a significant impact is to be intentional with our time. Without deliberate planning, it’s easy to get stuck in a cycle where every day feels like Groundhog Day – a bit better or worse, but fundamentally the same, with little progress towards your long-term goals. One of the major takeaways from our discussion was the concept of being deliberate about planning. Stuart emphasised the importance of starting with a big-picture view – planning for the year, then breaking it down into quarters, months, weeks, and finally, days. This backward planning ensures that each day’s activities align with your larger goals. It’s about chunking down those big annual plans into manageable daily tasks. Stuart highlighted the need for a "default diary" – a pre-planned schedule that prioritises both personal and professional commitments. He suggested starting with your non-negotiables, like holidays and key meetings, and then fitting in your work around these fixed points. By doing so, you ensure that critical personal time is protected, and you can better allocate your remaining hours to productive activities. This practice not only helps in maintaining a work-life balance but also ensures that your professional time is used effectively. The conversation also touched on the importance of carving out specific times for different types of work. Stuart suggested dividing your week into blocks dedicated to directional activities, thinking and strategy, and routine admin tasks. By setting aside focused time for high-impact projects, you can make significant progress without getting bogged down by daily operational distractions. This approach is particularly beneficial for MSP owners transitioning from doing everything themselves to managing and eventually directing their teams. A recurring theme in our chat was the need to reduce interruptions and maintain focus. Stuart provided practical tips, such as working from home or a different location to avoid office distractions. If working remotely isn’t an option, he recommended setting clear boundaries in the office. For instance, using visual cues like a closed door to signal you’re not to be disturbed can be very effective. Training your team to respect these signals and scheduling regular times when you’re available for questions can help in managing interruptions without losing control of your schedule. Stuart and I also discussed the psychological impact of small wins. By focusing on three key tasks each day, MSP owners can create a sense of accomplishment and momentum. These tasks should be significant enough to move the needle but not so overwhelming that they feel insurmountable. This strategy helps in breaking down larger projects into manageable pieces, making it easier to maintain focus and achieve consistent progress. In conclusion, taking back control of your week involves a blend of strategic planning, disciplined execution, and the ability to set and maintain boundaries. Stuart’s insights are a reminder that with intentionality and deliberate action, MSP owners can transform how they manage their time and, as a result, their businesses. Remember that making these changes won't happen overnight. Start small, build habits, and gradually reclaim your time. 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/32401342

EP193 - Why You Are Holding Yourself Back with Ian Luckett 07/26/2024

EP193 - Why You Are Holding Yourself Back with Ian Luckett Ian begins by emphasising the importance of habits in maintaining consistent progress. He notes that while annual goals often lose their momentum as life’s demands take over, small daily habits can keep individuals aligned with their vision and help them stay on track. Introducing the gap and the gain concept by Dan Sullivan, Ian explains that many people measure their progress by the gap between where they are and where they want to be, leading to frustration and disappointment. Instead, he suggests measuring the gain—looking back at achievements to boost confidence and motivation. Ian highlights the significance of being present both at home and in the workplace. Consistency in team interactions, valuing their time, and following through on commitments can have a profound impact. Simple habits like checking in on tasks, promptly actioning emails, and scheduling off-grid time can significantly enhance productivity and satisfaction. He also discusses the importance of stepping out of comfort zones and into growth zones. This transition involves overcoming fear and learning new skills, leading to greater achievements. Breaking tasks into smaller, manageable chunks and focusing on immediate returns can help maintain momentum. Ian shares a personal example of overcoming his aversion to reading. By starting with just a few minutes a day and gradually increasing the time, he managed to read an entire book during his holiday. This not only improved his sleep but also his knowledge and motivation. He encourages tracking habits, whether through a simple checklist or by using habit stacking techniques, to reinforce positive behaviours. Drawing from the MSP Growth Hub intensive sessions, Ian notes the tremendous feedback from clients who implement these small but powerful habits. By maintaining momentum between sessions, clients achieve remarkable results. The structured approach supports continuous improvement and keeps individuals on their trajectory towards their goals. Finally, Ian emphasises the importance of measuring performance and staying accountable. Consistently tracking and reporting progress accelerates performance. Forming great positive habits, living in the gain, and understanding that there are no losers, only learners, are key takeaways from this episode. In conclusion, forming and maintaining positive habits can have a massive impact on life and business. By taking deliberate actions, surrounding oneself with supportive people, and continuously measuring progress, listeners can move from a state of overwhelm to one of significant achievement. This episode is a motivational call to action, encouraging listeners to build great habits, stay deliberate, and keep moving forward. 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/32306987

EP192 - How to Deal with Toxic Employees with Julie Hutchison & Ian Luckett 07/19/2024

EP192 - How to Deal with Toxic Employees with Julie Hutchison & Ian Luckett Being a workplace mediator and mediation trainer, Julie Hutchison brings us a wealth of experience. She has seen it all, from minor office spats to full-blown conflicts. Her insights into dealing with toxic employees are invaluable for anyone looking to maintain a harmonious and productive workplace. We started by defining what we mean by toxic employees. According to Julie Hutchison, the term “toxic” might be a bit harsh, but it’s widely understood. Toxic employees are those who drain energy, sow discord, and generally make like difficult for their colleagues. They might be resistant to change, habitually negative, or outright confrontational. The impact of such behaviour can be devastating, affecting team morale, productivity, and ultimately, the profitability of the business. Julie Hutchison emphasised the importance of addressing these issues head-on. Avoidance, she noted, only leads to more significant problems down the line. As leaders, it's our responsibility to tackle these situations with empathy and clarity. Julie advised using the BIN model – Behaviour, Impact, Need – as a framework for these tough conversations. This model helps to depersonalise the issue and focus on specific behaviours and their impacts, making it easier to articulate the need for change. We discussed the importance of understanding the underlying causes of toxic behaviour. Julie Hutchison pointed out that these employees might be reacting to unmet needs or external stressors. By taking the time to listen and understand, leaders can often uncover the root of the problem and address it more effectively. This empathetic approach can help turn a negative situation into a positive one, fostering loyalty and engagement rather than resentment. Julie Hutchison also highlighted the value of regular follow-ups. Once the initial conversation has taken place, it’s crucial to check in regularly to ensure progress is being made. This doesn't have to be a formal meeting every time – even a casual chat over coffee can be effective. The key is to maintain open lines of communication and provide ongoing support. One of the standout moments in our discussion was Julie’s emphasis on self-awareness for leaders. Toxic employees can sometimes be a mirror, reflecting issues within the leadership or the broader organisational culture. By examining our actions and responses, we can often find ways to improve the environment and reduce the likelihood of such behaviours arising in the first place. In summary, dealing with toxic employees is never easy, but it's an essential skill for any leader. Julie Hutchison’s advice to approach these situations with empathy, clarity, and a structured framework like the BIN model can make a significant difference. By understanding the root causes of toxic behaviour and maintaining regular follow-ups, we can foster a more positive and productive workplace. Remember, the goal is not just to eliminate toxic behaviour but to transform it. By investing time and effort into understanding and addressing these issues, we can turn a potentially negative situation into an opportunity for growth and improvement. If you ever find yourself facing a toxic employee, take a step back, breathe, and remember Julie Hutchison's insights from this episode. 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/32219282

EP191 - The No. 1 Reason Why MSPs Fail with Tracy Pound and Ian Luckett 07/12/2024

EP191 - The No. 1 Reason Why MSPs Fail with Tracy Pound and Ian Luckett From the outset, Tracy emphasised the importance of strategy in driving the growth and success of an MSP. It's a term that often evokes yawns, but as Tracy pointed out, without a solid strategy, even the most technically proficient MSPs will struggle to grow. Tracy explained that many MSPs are founded by technically-minded individuals who may not have the broader business experience necessary to create a robust strategy. This lack of strategic planning often becomes a significant barrier to growth. One of the key takeaways from our conversation was the critical role of culture within an organisation. Tracy stressed that culture is not just a management issue but something that needs to be embedded throughout the entire organisation. A strong culture, according to Tracy, is reflected in the behaviours and attitudes of the staff. It's about creating an environment where people want to be, where they go above and beyond because they feel valued and understood. This culture then translates into how clients perceive the business. Tracy highlighted that happy, engaged employees provide better service, which in turn leads to happier clients. Tracy also shared some practical steps for MSPs to build and maintain a strong culture. She suggested regular strategy sessions with the entire team, at least annually, if not biannually. These sessions should be off-site to avoid daily distractions and should focus on what is working well, what needs improvement, and how the team can collectively achieve their goals. Tracy stressed the importance of active listening during these sessions – listening to understand, not just to respond. This approach fosters a sense of inclusion and ensures that every team member feels valued and heard. We also touched on the importance of understanding customers. Tracy pointed out that many MSPs are so focused on acquiring new clients that they neglect their existing ones. Regular account management is crucial – knowing your clients’ business needs, understanding their pain points, and building strong relationships can lead to more business opportunities and increased loyalty. Tracy shared a compelling story based on her past experience, where she took the lock off her IT department’s door to encourage openness and better service. This simple act significantly improved internal and external relationships, highlighting how small changes can have a big impact. Another significant point Tracy made was about the difference between a business plan and a strategy. A business plan is often a static document created to satisfy banks or investors, whereas a strategy is a living, breathing part of the business. It involves everyone in the organisation and is continuously evolving. Tracy’s insights here were a real eye-opener, showing that a dynamic strategy aligned with the business’s core mission and values is essential for long-term success. As we wrapped up the episode, Tracy shared some golden nuggets on leadership and the importance of being genuinely interested in people. She noted that technology serves people, not the other way around, and understanding this can make a huge difference in how an MSP operates and grows. Tracy also highlighted the value of being involved in communities like CompTIA. CompTIA offers fantastic networking opportunities, peer-to-peer learning, and valuable research that can help MSPs stay ahead of the curve. This episode with Tracy Pound is packed with valuable advice for any MSP looking to overcome common pitfalls and build a successful business. Tracy’s passion for helping businesses grow and her extensive experience in the industry shone through. If you’re not already involved with CompTIA, I highly recommend checking it out – the support and resources they offer are invaluable. Connect with Tracy through her 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/32112882

EP190 - Want More Sales in Your MSP? Do This Now! with Ian Luckett 07/05/2024

EP190 - Want More Sales in Your MSP? Do This Now! with Ian Luckett We start by addressing the fundamental need for a structured approach to sales in the MSP sector. It's not about quick fixes or hoping for that golden unicorn prospect. Instead, it’s about implementing a consistent process and understanding that building meaningful relationships takes time. We’ve crafted a comprehensive "shoe leather sales plan" designed to get your MSP on track with clear, actionable steps. First and foremost, set some realistic targets. Without clear goals, it’s impossible to measure success. For most MSPs, acquiring one new client a month can be transformative. By setting targets, you can break down the required steps to achieve those goals, like engaging in quality conversations and generating the necessary leads. Aim for 10 quality conversations to secure 4-5 leads, which should yield that one new client each month. Next, identify your dream 50 clients. These are the ideal customers you want to work with. Focus your efforts on this list to avoid spreading yourself too thin. Make sure your LinkedIn profile is polished and targeted. Engage with these potential clients by sending connection requests, participating in relevant discussions, and offering valuable content. Remember, it’s about building trust and showcasing your expertise, not just making a sales pitch. Attending events and networking is another crucial step. Whether it’s local business groups, Chamber of Commerce meetings, or industry-specific events, put yourself out there. Networking is all about building relationships and establishing your presence in the community. Don’t just attend – be active. Offer to speak at events, host webinars, or run lunch-and-learn sessions. Providing valuable insights and educational content will position you as a thought leader in the MSP space. Giving back to the community is essential. If you help others achieve their goals, you will naturally attract opportunities. Offer your expertise by contributing content, such as blogs, surveys, or white papers, to industry publications and groups. Create your own events and invite clients and prospects to join. Teaching others about cybersecurity or the latest tech trends not only showcases your knowledge but also builds goodwill and trust. Consistency is key. This might sound tedious, but it’s where many MSPs falter. Use tools like LinkedIn’s Social Selling Index to gauge your activity and effectiveness on the platform. Regularly post valuable content, engage with your network, and follow up diligently. The more active you are, the more visible you become, and the more opportunities you will attract. Track your efforts and continuously refine your approach to ensure you're making the most of your time and resources. Finally, build a solid plan. Your plan should cover networking, stakeholder engagement, and content creation. Having a clear strategy will keep you focused and accountable. As you consistently execute your plan, you'll find your email inbox filling up with inquiries from potential clients who see you as a trusted advisor. Implementing these steps will take effort, but the rewards are worth it. By setting clear targets, engaging with your ideal clients, attending events, giving back, staying consistent, and following a structured plan, you’ll see a steady increase in sales for your MSP. Dive into this episode for a detailed breakdown of each step and start taking action 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/32025867

EP189 - The Dangers of Being a Profit Passenger in Your MSP – Success Stories with Gary Rayner & Ian Luckett 06/28/2024

EP189 - The Dangers of Being a Profit Passenger in Your MSP – Success Stories with Gary Rayner & Ian Luckett Gary Rayner, after 18 years in business and on the verge of reaching a seven-figure turnover, recognised the need to shift his approach to managing finances within his MSP. Initially, his in-house bookkeeper managed day-to-day invoicing and bookkeeping, a role that evolved from Gary himself to an ad-hoc helper, and finally, a dedicated in-house process. Despite his interest and involvement in finance, Gary realised that what got his MSP to its current level wouldn’t be enough to propel it forward. The turning point came when his bookkeeper retired, and Gary temporarily resumed those duties, which highlighted areas where the business was not optimally billing or even missing billing entirely. Gary's decision to bring in an interim CFO marked a pivotal moment in his MSP’s journey. This CFO, although not from the IT sector, brought a fresh perspective and a wealth of financial expertise. Gary wisely chose someone outside the IT industry to avoid inherited bad habits and gain unbiased insights. This move highlights the importance of surrounding yourself with people smarter than you in specific areas to drive business growth. The CFO's role was not just to manage day-to-day financial tasks but to establish robust processes and provide strategic financial oversight. Gary and his CFO worked on integrating various tools and systems, such as PAX 8 and Autotask, ensuring seamless data synchronisation with their accounting software, Xero. By leveraging Excel for detailed financial analysis, they could compare data from different sources, ensuring accuracy in billing and financial reporting. One of the significant changes Gary experienced was the shift in focus from just net profit to a broader range of financial metrics, including EBITDA, adjusted net profit, gross profit, and cost per customer acquisition. This comprehensive approach provided a more detailed understanding of the MSPs financial health, enabling better strategic decisions. Gary's journey illustrates the importance of having a structured process and the willingness to revisit and reassess financial management practices. The introduction of a CFO allowed Gary to step back from the detail and focus on strategic growth areas. Even though the CFO's tenure was short-term, the impact was profound, leading to the implementation of efficient processes that the team could manage independently in the interim. The transformation also involved adopting forecasting tools like Fathom, which provided valuable insights into potential future scenarios. This capability allowed Gary to plan for various outcomes, ensuring the business could navigate challenges and capitalise on opportunities with confidence. Gary's story is a testament to the power of financial literacy and proactive management in scaling an MSP. His experience highlights that understanding and controlling financial metrics is crucial for any MSP aiming for sustainable growth. By taking the necessary step to bring in external expertise, Gary positioned his business for continued success and stability. 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/31933292

EP188 - How Your Customer Experience Can Multiply Your MSP’s Profits with Justin Neale & Ian Luckett 06/21/2024

EP188 - How Your Customer Experience Can Multiply Your MSP’s Profits with Justin Neale & Ian Luckett Our conversation with Justin Neale was packed with useful tips and strategies to help improve customer experience and ultimately drive higher profits for MSPs. Justin, who has an extensive background in customer experience from his time at Airbus Group, now dedicates his expertise to helping smaller, more nimble companies, including MSPs, optimize their customer journeys. We began by discussing why customer experience is more crucial than ever. Justin highlighted that while MSPs typically enjoy high customer retention rates, there is always room to improve and create even stronger bonds with clients. This is particularly vital in today’s competitive landscape where exceptional customer service can set an MSP apart from the competition. One of the key takeaways from our discussion was the concept of customer journey mapping. Justin emphasised the importance of understanding your ideal customer persona and designing processes around their needs. He suggested involving the entire team in this exercise to ensure everyone is on the same page and committed to delivering a seamless customer experience. By identifying and focusing on your ideal customers, MSPs can streamline their operations, resulting in happier clients and more engaged staff. Another significant point was the importance of clear communication and proper handovers between different teams within an MSP. Justin used a relatable analogy of a bride being handed over to a stranger on her wedding night to illustrate how jarring poor handovers can be for clients. He recommended using tools like videos to introduce team members to clients, ensuring a smooth transition and maintaining the client’s trust and confidence. Justin also shared tips on measuring customer success. Rather than relying solely on traditional metrics like revenue and margins, he advised MSPs to focus on leading indicators that reflect the health of customer relationships. Regular business reviews with clients can provide deeper insights into their evolving needs and open up opportunities for additional services. This proactive approach not only strengthens client relationships but also positions the MSP as a trusted advisor, leading to higher client retention and increased revenue. We also explored the concept of customer advocacy. Justin pointed out that loyal clients who are wowed by your service can become your best salespeople. Moreover, when clients advocate for your MSP, it strengthens their own commitment to your services, creating a mutually beneficial cycle. Throughout our conversation, Justin Neale consistently highlighted the need for MSPs to focus on adding real value to their clients’ businesses. This involves understanding their unique needs and challenges and delivering solutions that genuinely help them succeed. By doing so, MSPs can differentiate themselves in a crowded market, command higher prices, and build long-lasting client relationships. Connect with Justin Neale on his LinkedIn Or you can also visit his website 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/31842177

EP187 - How Stress Impacts You and What to Do About It with Rachel Williams and Ian Luckett 06/14/2024

EP187 - How Stress Impacts You and What to Do About It with Rachel Williams and Ian Luckett We begin by welcoming Rachel back to the podcast. She shares her experiences and the importance of self-care, emphasising how important it is for maintaining a balanced and productive life. Rachel’s consultancy, Zest Lifestyle, focuses on helping individuals and teams become healthier and happier, ultimately enhancing engagement and productivity at work. One of the key takeaways from our conversation is understanding what stress really is. Rachel explains that stress is a natural reaction to events, serving as a protection mechanism. However, in today’s fast-paced world, stress often becomes prolonged, leading to various health issues. We discuss the different types of stress signals, including physical, mental, emotional, and behavioural. Rachel highlights common physical symptoms like aches, digestive problems, and fatigue, while mental signs can include mood swings, irritability, and poor concentration. Emotional indicators might be feelings of loneliness and anxiety, and behavioural changes can manifest as increased consumption of alcohol or junk food, procrastination, and nervous habits. Rachel emphasises the importance of recognising these stress signals in ourselves and others. For many of us, our stress threshold can vary, and it’s crucial to identify when we are approaching our limits. By understanding our own stress signals, we can take proactive steps to manage stress effectively. This involves addressing the five pillars of vitality: sleep, diet, physical activity, mental well-being, and taking time to pause and recharge. We also discuss practical tips for managing stress. One effective strategy Rachel recommends is writing down a list of stressors and categorising them into things we can control or influence. This exercise helps in taking actionable steps to mitigate stress and brings a sense of control over the situation. Additionally, creating a healthy sleep environment, eating a balanced diet, and incorporating physical activity into our daily routine are essential practices. Rachel shares her personal experiences with managing stress, including how she incorporates physical activity like swimming into her routine. She stresses the importance of movement, suggesting that even simple activities like walking can significantly reduce stress levels. Moreover, she highlights the value of a supportive work environment where employees feel comfortable discussing their stress and seeking help. We touch on the impact of diet on stress, with Rachel advising on the benefits of consuming natural, unprocessed foods. She mentions that proteins, vegetables, and fruits can improve our overall well-being and help manage stress. We also discuss the role of hydration and the common misconception between hunger and thirst, encouraging listeners to stay hydrated to avoid unnecessary snacking. Finally, we explore how to support colleagues who may be experiencing stress. Rachel advises creating a culture of well-being within the workplace, where open communication is encouraged, and resources are available for those in need. Recognising stress in others and offering support can make a significant difference in maintaining a healthy and productive work environment. In closing, Rachel urges everyone to be mindful of their stress signals and to take proactive steps in managing stress. By focusing on the five pillars of vitality and fostering a supportive work culture, we can improve our overall well-being and help others do the same. We suggest you listen to where Ian talks about the feeling of isolation, and also where Ian talks about shifting your mindset to the right direction. Connect with Rachel through her LinkedIn if you fancy daily tips from her. You can also reach out to Rachel by visiting her website or by emailing her 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/31747417

IT Experts Podcast with Ian Luckett

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