Podcast
MSP Business School
Hosted by MSP Business School · EN
A podcast geared to Technology Service Providers where we bring you strategies and tactics to grow your business and build a winning culture.
This podcast helps MSPs and MSSPs accelerate their business through strategies, tips, and tactics for driving sales, marketing, and account management.
Join our host, Brian Doyle, every Tuesday!
10episodes
Episodes
Newest firstAll episodes
Fireside Chat | The MSP's Guide to Becoming an AI Strategic Partner
5d ago00:26:31Tap to summarizeJoin Brian Doyle in this insightful episode of MSP Business School as he delves into the burgeoning role of AI in Managed Service Providers (MSPs). This episode offers a deep dive into how MSPs can navigate the dynamic landscape of AI to enhance their service offerings and foster substantial client relationships. Brian leverages his wealth of experience to outline strategic approaches to integrating AI into business conversations, underscoring the shift from traditional IT services to a more holistic AI-driven advisory role. Throughout the episode, Brian outlines the significant impact of AI readiness assessments and governance strategies. He emphasizes the crucial need for MSPs to incorporate AI into their strategic frameworks, noting significant financial opportunities and the potential to transition from commodity services to strategic partners. The discussion spans various critical aspects, including data readiness, infrastructure, security concerns, and the cultural and executive buy-in necessary for a successful AI adoption framework. The episode paints a vivid picture of AI as a transformative force, capable of driving efficiency, ROI, and innovation, while also highlighting the necessity of ongoing governance and adaptation to evolving AI models. Key Takeaways: AI Opportunities for MSPs: AI projects offer considerable financial opportunities, with projects averaging between $3,000 and $15,000 and up to $30,000 in recurring revenue through governance services. Importance of Readiness Assessments: Conducting comprehensive readiness assessments involving data, infrastructure, security, and cultural dynamics is critical for successful AI integration. Need for Strategic AI Governance: Long-term AI success is tied to robust governance frameworks due to continual model evolution and security risks. Cultural and Executive Buy-In: Establishing executive and cultural buy-in within client organizations is essential for AI adoption and maximizing its potential. Avoiding Scope Creep and Complexity: MSPs must maintain a clear strategy, limit options for clients, and focus on clear business outcomes to avoid project complexity and provide tangible client value.
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Chris Cooke | The Secret to Building a Sustainable Business
2w ago00:24:29Tap to summarizeIn this episode of MSP Business School, host Brian Doyle engages with Chris Cooke, founder of Ethikai, to explore innovative strategies for business growth, particularly within the world of Managed Service Providers. The episode introduces Chris's unique approach to operations consultancy that prioritizes understanding the core of business challenges instead of only addressing surface symptoms. Doyle and Cooke delve into topics such as pattern recognition, the importance of ethical business practices, and the Japanese concept of "Ikigai" which contributes to Ethikai's ethos. The conversation highlights the importance of business self-awareness and strategic planning. Chris emphasizes the necessity of knowing one's business goals, likening the direction of a business to a road trip where knowing your destination is crucial. Discussions unfold around the six types of working genius, a model by Patrick Lencioni that Chris utilizes to help businesses ensure employees are in suitable roles to thrive. Through anecdotes and strategies, the episode provides insights into operating on the principle that personal and business growth stem from understanding and leveraging individual and collective strengths. Key Takeaways: Leveraging Pattern Recognition: Chris Cooke highlights how identifying business patterns can prevent stagnation and foster growth, contrasting repetition with innovation. The Six Types of Working Genius: This model helps align team members with roles that fit their strengths and prevent burnout, enhancing productivity and job satisfaction. Aligning Business Goals with Personal Values: The discussion stresses the importance of defining whether a business should be a lifestyle or high-growth venture, and choosing a path that aligns with the owner's values. Importance of Self-awareness in Business Leadership: Knowing who you are and what you want from your business is crucial for effective leadership and strategic planning. Applying Pragmatism to Business Challenges: A pragmatic, root-cause analysis approach can provide effective solutions rather than sticking to traditional models or surface-level fixes. Guest Name: Chris Cooke LinkedIn page: https://www.linkedin.com/in/cookechris/ Company: Ethikai Consulting Website: https://ethikai.co.uk/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com
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The Trusted Advisor Blueprint: Evolving VCIO, VCISO & AI Leadership in MSPs
3w ago00:22:15Tap to summarizeIn this engaging episode of MSP Business School, host Brian Doyle dives deep into the evolving roles of external leadership within managed service providers (MSPs). Focused on concepts like VCIOs and the newer roles of VCISOs and Virtual Chief AI Officers, Brian unpacks the complexities and contributions these positions bring to customer leadership hierarchies. Through personal anecdotes and professional insights, he shares valuable strategies on how MSPs can position themselves as trusted advisors and integral parts of their clients' success stories. Brian explores the challenges and opportunities of embedding MSP professionals into client leadership structures, stressing the importance of building trust, understanding organizational culture, and strategic alignment with business goals. In a landscape crowded with rapid technological changes and increasing cybersecurity threats, he advocates for MSPs to harness their market intelligence and AI insights to drive value for their clients. The episode is brimming with tactical advice on influencing without overstepping, understanding organizational dynamics, and leveraging industry expertise to strengthen client outcomes. Key Takeaways: Importance of Building Trust: Trust with customers is not instantaneous. It's a gradual process that requires consistent engagement and understanding of the client's business environment. Role Evolution in MSPs: The increasing significance of roles like VCISO and Virtual Chief AI Officer highlights the necessity for MSPs to adapt and integrate into broader strategic conversations. Effective External Leadership: Successful MSPs balance influence without authoritative control, remaining essential partners while avoiding entanglement in organizational politics. Strategic Alignment: Understanding clients' business priorities and risks is crucial to building a meaningful, long-term professional relationship that adds measurable value. Cross-Functional Engagement: Communicating across different levels and departments within client organizations is vital to grasp diverse needs and advocate for impactful technology solutions. Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com
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James Steel | Using Customer Stories to Drive MSP Sales and Marketing
4w ago00:25:53Tap to summarizeIn this engaging episode of MSP Business School, host Brian Doyle sits down with James Steel from MSP Testimonials to discuss the power of customer testimonials in marketing strategies for Managed Service Providers (MSPs). James shares his journey and insights from years within the MSP arena, highlighting how video testimonials can be a game-changer in building trust and establishing new client relationships. With the challenge of marketing acquisition looming large for MSPs, this conversation uncovers actionable steps that can drive substantial results in presence and outreach. Throughout the episode, Brian and James delve into the practical aspects of obtaining and utilizing customer testimonials. The dialogue emphasizes the importance of authenticity over perfection, encouraging MSPs to leverage existing customer satisfaction to foster new connections. The conversation explores strategies for effectively using testimonials to address customer objections, build trust, and nurture ongoing client relationships. With detailed explanations on transitioning testimonials into various content forms, this episode serves as a comprehensive guide to integrating testimonials into marketing and sales processes effectively. Key Takeaways: The Power of Video: Video testimonials are a powerful tool for MSPs to demonstrate their value and build trust with potential clients by showcasing authentic customer experiences. Repurposing Content: Mastering the repurposing of testimonial content into different formats like PDFs, reels, and case studies can enhance reach and effectiveness across sales and marketing channels. Overcoming Perfection Barriers: Authenticity and heartfelt customer feedback often trump the chase for perfect video production, facilitating ease of access to valuable testimonials. Strategic Testimonial Gathering: Identifying the right moments and customer interactions to request testimonials can dramatically improve participation rates and relevance to target audiences. Enhancing Customer Relationships: Engaging clients in the testimonial process can also serve as a relationship-strengthening activity, revealing additional value and fostering loyalty. Guest Name: James Steel LinkedIn page: https://www.linkedin.com/in/james-steel-8964947/ Company: MSP Testimonials Website: https://www.msptestimonials.com/mspbs Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com
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Dori Spade | Why Sales and Service Misalignment Is Costing You Deals
May 500:28:11Tap to summarizeIn this episode of MSP Business School, host Brian Doyle welcomes Dori Spade, founder of Call to Action, to delve into the intricacies of the MSP industry. Dori shares her extensive experience in the field, discussing the common issues of misalignment between sales and service teams and how she addresses these through her "Seamless Sales Delivery Model." With a rich background that spans both leadership and operational roles within MSPs, Dori provides insights into how organizations can improve their service delivery to boost client retention and enhance sales performance. Dori emphasizes the significance of trust within teams and with prospective clients, pointing out how an integrated approach between sales and service sectors can result in higher close ratios and better client retention rates. She shares practical strategies like involving multiple team members in the sales process, which not only builds trust but also showcases a cohesive unit to clients. Additionally, Dori touches on the early stages of AI adoption within MSPs, likening it to previous shifts toward cybersecurity services. Her experience-backed advice is designed to equip MSPs with strategies for smooth transitions and enhanced performance, making this episode a must-listen for MSP leaders looking to innovate and grow. Key Takeaways: Aligning Sales and Service: Creating a seamless connection between sales and service teams improves client retention and boosts sales close ratios. Building Trust: The importance of bridging the trust gap both internally and with clients through structured processes and team involvement. Innovative Sales Models: Introducing multiple team members into the sales process can demonstrate competency and foster client trust. AI in MSPs: Anticipate AI adoption similarly to earlier cybersecurity integration, focusing on strategic implementation and alignment. Scalability of Sales Models: Whether it's a small or large MSP, a defined process for roles and responsibilities can scale with the organization. Guest Name: Dori Spade LinkedIn page: https://www.linkedin.com/in/dspade/ Company: Call To Action LLC Website: https://calltoactionllc.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com
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Amy Babinchak | Avoid These Costly Mistakes When Selling Your MSP
Apr 2800:31:51Tap to summarizeIn this engaging episode of the MSP Business School podcast, host Brian Doyle welcomes Amy Babinchak, a respected authority in the MSP industry, to discuss the crucial steps and emotional aspects of selling a managed service provider business. With her extensive background and years of direct experience, Amy delves into the journey of exiting a business through her new book, "20 Questions Every Owner Should Ask Before Selling Their MSP." The conversation focuses on preparing MSP owners emotionally and strategically for the sale of their business while ensuring they maximize the value of their life's work. Listeners will gain valuable insights into the emotional journey of selling an MSP, emphasizing the significance of planning ahead, with a recommended timeframe of three to five years. Amy shares her wisdom and expertise on the key aspects of preparing a business for sale, including understanding the market, aligning personal goals with business goals, and optimizing operations for a successful exit. Doyle and Babinchak discuss crucial factors that impact valuation, such as owner dependency, client concentration, and technological readiness, while offering advice on how to mitigate potential red flags during the sale process. Key Takeaways: Proper preparation and strategy can ease the emotional and logistical burdens of selling an MSP. Understanding personal goals and future plans are vital for a successful business sale. The importance of a stable and modernized business environment to attract potential buyers. Recognizing and mitigating potential red flags that could devalue the business. Leveraging experience and resources can significantly enhance the readiness and value of an MSP in the market. Guest Name: Amy Babinchak LinkedIn page: https://www.linkedin.com/in/amybabinchak/ Company: Sell My MSP Website: https://sellmymsp.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com
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Sean Sweeney | Navigating Enterprise Challenges as an MSP
Apr 2100:24:52Tap to summarizeIn this episode, Sean Sweeney shares his unique journey from law to technology, his experience supporting enterprise and SMB clients, and insights on AI adoption and risk management in MSPs. Guest Name: Sean Sweeney LinkedIn page: https://www.linkedin.com/in/sweeneyct/ Company: Valley Technology Partners Website: https://www.valleytechpartners.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com
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The Gap Between What You Sell and What Clients Hear
Apr 700:32:38Tap to summarizeIn this enlightening coaching session, Brian Doyle offers his seasoned insights into the gap between client perceptions and the actual deliverables provided by Managed Service Providers (MSPs). Doyle, drawing on his extensive background as an MSP, provides a nuanced understanding of how to bridge these gaps through clear communication and precise contract terms. The episode dives into topics like client assumptions about MSP deliverables, how to manage these expectations, and offers strategic approaches to avoid conflicts arising from misunderstandings in service agreements. Throughout the session, Brian discusses critical strategies that can help MSPs redefine their offerings and improve client satisfaction. Emphasizing the importance of clear onboarding processes and consistent language across sales and marketing materials, the conversation focuses on the necessity of aligning internal and external communications to avoid discrepancies that might affect service perception. Specifically, the dialogue delves into the complications arising from varied service offerings and the steps MSPs should take to streamline their security and compliance services for better client understanding and engagement. Key Takeaways: Clear Communication: Emphasizing the importance of defining what services are and are not included in MSP contracts to avoid client misunderstandings and disappointment. Client Perception Management: Highlighting the need to manage client expectations from the start, explaining notions like 'all-in contracts' and security assurances effectively. Sales and Onboarding Coordination: Discussing the significance of consistent messages from sales to service delivery to ensure clients receive a uniform understanding of what services they've signed up for. Spotting Misalignments: Encourages continuous review of marketing materials to ensure they accurately reflect current service offerings and contractual agreements. Operational Success: Suggesting strategies like simplified service tiers and comprehensive client education to improve service delivery and customer satisfaction. Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com
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Josh Hohbein | Simplifying Security Without Sacrificing Protection
Mar 3100:25:45Tap to summarizeIn this episode of MSP Business School, host Brian Doyle welcomes the dynamic and insightful Josh Hohbein from centrexIT. Josh, highlighted as a rising star in cybersecurity, shares his expansive journey from tech support to a leadership role in cybersecurity and automation. The conversation unveils how Josh's background in service industries has shaped his understanding and approach to managing IT services. Josh discusses the challenges of aligning cybersecurity frameworks with client understanding and interest. By distilling complex standards into manageable and actionable plans, he ensures clients' needs are met both for cyber insurance and operational efficiency. He offers insights into creating a security foundation through simplified frameworks while stressing that most clients are indifferent to detailed frameworks until regulatory compliance is an issue. Further, the episode delves into the key aspects of MSP security platforms, the importance of communication in service-based industries, and how automation and AI are transforming IT operations at centrexIT. The episode also covers the excitement and challenges in preparing MSPs for incident response scenarios, emphasizing the significance of practice and readiness in mitigating potential breaches. Key Takeaways: Simplifying Cybersecurity Frameworks: Josh emphasizes the importance of breaking down complex security frameworks into understandable and actionable steps for clients, particularly focusing on aligning MSP services to cyber insurance requirements. Service Industry Insights: The parallels between the restaurant industry and MSP operations highlight the value of communication, multitasking, and maintaining composure in high-pressure environments. Preparation for Incidents: Through simulated incident response games, Josh demonstrates the critical need for practice in managing real-life cybersecurity incidents, ensuring MSPs are well-prepared for unexpected challenges. AI and Automation Enhancements: Josh is pioneering AI and automation efforts at centrexIT, aiming to improve internal processes and customer interactions by focusing on efficiency and proactive strategies. Community Engagement and Sharing: Active participation in the industry and sharing knowledge helps elevate the entire cybersecurity community, aiding others in understanding and navigating the evolving landscape. Guest Name: Josh Hohbein LinkedIn page: https://www.linkedin.com/in/josh-hohbein/ Company: centrexIT Website: https://centrexit.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com
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Brendan Giesick | The Evolution of MSP Leadership
Mar 2400:30:21Tap to summarizeIn this engaging episode of MSP Business School, host Brian Doyle welcomes Brendan Giesick, the industrious CRO of Adams Brown Technology. They delve into Brendan's unique journey into the MSP industry, illustrating his transition from a business major with ambitions in retail marketing to a key figure in managed services. Brendan shares insightful anecdotes from his experiences, highlighting the valuable lessons learned from his mentors and career pivots that led him to his current role at Adams Brown. The conversation unravels the distinctions between established MSP organizations like Gilmore Solutions and the startup environment at Adams Brown Technology. Emphasizing the importance of relationship-building, Brendan discusses how their approach to client onboarding and strategic alignment has been pivotal in their success. Key discussions ensue about the critical need for MSPs to engage with clients' C-suites, paving the way for deeper strategic relationships. The episode also explores the shift towards strategic IT conversations, AI applications, and how these elements are shaping the future of the MSP landscape. Key Takeaways: Strategic Client Engagement: Building strategic relationships with clients is essential for long-term success in the MSP industry. Inviting C-suite leaders to the conversation fosters trust and opens doors for meaningful partnerships. Adapting to Change: Transitioning from an established MSP to a new, growing firm like Adams Brown Technology requires flexibility and a proactive approach to chaos management. The Power of AI and Compliance: As technology evolves, MSPs must adapt to discussions around AI and compliance to remain competitive and relevant in the industry. Cultural Readiness for AI: Before implementing AI strategies, organizations must evaluate their cyber hygiene and prepare policies to manage new technological tools responsibly. Dynamic Sales Leadership: A good sales manager can make all the difference, as evidenced by Brendan's career journey following his mentor, Chris Schneider, across different ventures. Guest Name: Brendan Giesick LinkedIn page: https://www.linkedin.com/in/brendangiesick/ Company: Adams Brown Technology Specialists Website: https://www.adamsbrowntech.com/team/brendan-giesick/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com
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