The IT Experts Podcast Ian Luckett - The MSP Growth Hub

Julie Hutchison joins us to simplify the concept of selling for those who find it intimidating. We start by addressing a common misconception: the belief that technical expertise and selling are mutually exclusive. Julie emphasises that selling isn’t about having the gift of the gab or being inherently extroverted. Instead, it’s about understanding the needs of your clients and offering solutions that add value to their businesses. This mindset shift is crucial for MSPs who typically feel uncomfortable with sales conversations. 

One of the key takeaways from our discussion is the importance of being "interested" rather than "interesting." Julie explains that the crux of selling lies in understanding your client's pain points and addressing them effectively. Rather than overwhelming clients with technical details, focus on asking the right questions to uncover their needs. This approach not only builds rapport but also positions you as a problem solver rather than a salesperson. 

Julie Hutchison shares tips for practising these skills. She suggests starting with role-playing exercises within your team to build confidence. By simulating sales scenarios, you can refine your questioning techniques and become more comfortable with the sales process. Additionally, she recommends engaging with a friendly client to test your new approach. Framing it as a way to improve your service can make clients more receptive and supportive, turning the exercise into a mutually beneficial experience. 

Another significant point Julie highlights is the need to address the client's pain. She advises not to shy away from digging deeper into the client's issues to understand the full impact on their business. This method not only clarifies the value of your solution but also helps the client see the urgency and importance of addressing their problem. By identifying and emphasising the gap between their current situation and their desired outcome, you make your service an invaluable asset. 

We also discuss the concept of self-worth in selling. Many MSPs struggle with pricing and undervalue their services because they lack confidence. Julie Hutchison stresses the importance of recognising the value you bring to the table. She encourages MSPs to challenge their limiting beliefs and adopt a value-based approach to their services. This involves understanding the cost of the client's problem and positioning your solution as a worthwhile investment. 

One practical tip Julie offers is to compile a list of open-ended questions that can help uncover client needs. These questions should focus on understanding the client's current situation, the challenges they face, and the impact of these challenges on their business. By practising these questions, you can develop a natural and effective way of steering conversations towards identifying solutions. 

Throughout the episode, Julie Hutchison reiterates the importance of practice. Selling is a skill that can be developed with consistent effort. She advises setting aside time regularly to practice with colleagues or even clients. This not only hones your skills but also builds your confidence, making sales conversations feel more natural and less daunting.
By shifting your mindset, focusing on client needs, and practising regularly, you can transform your approach to sales. Remember, it’s not about being a stereotypical salesperson; it’s about being a trusted advisor who provides valuable solutions. 

And to help you learn more about selling and getting more from your existing clients, listen to this episode with Stuart Warwick.  

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK 

And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more

Mark Stevens' story begins in the quaint town of Melton Mowbray, known for its pork pies and Stilton cheese, but today, it's also becoming known for Mark1 IT Solutions. Mark's journey is a testament to the challenges and triumphs faced by many in the MSP sector. Joining us on the podcast, Mark openly shares the hurdles he encountered when transitioning from a traditional break-fix IT support mentality to a managed services provider (MSP) model, a shift that required significant changes in both mindset and operations. 

During our discussion, Mark Stevens candidly discusses how his business, which he had been leading for about seven years, had only recently begun to identify as an MSP. This shift came with its own set of challenges, particularly as the business approached the COVID-19 pandemic. The pandemic initially brought a surge in demand for Mark1 IT Solutions' services as businesses scrambled to set up remote work capabilities. However, the reliance on project-based income soon proved unstable, leading Mark to seek external guidance and support. 

What makes Mark Stevens' story so impactful is his openness about the personal and professional growth necessary to navigate his business through turbulent times. He shares that a major turning point came when he engaged with various communities and resources, such as CompTIA and Tech Tribe, and eventually our MSP growth hub. This engagement not only broadened his perspective but also embedded him deeper into the MSP community, facilitating a collaborative and supportive environment that was crucial for his development. 

Mark's journey is filled with learning experiences, from understanding the importance of monthly recurring revenue to embracing the MSP model fully. He explains how adopting new operational frameworks and focusing on self-development, including insights gained from reading "The Chimp Paradox," helped him reshape his approach to business management. This reshaping was not just about business strategies but also about personal growth, tackling challenges like ego and imposter syndrome that many business owners face. 

A significant part of our conversation highlights the value of reaching out for help and how this has been instrumental in Mark Stevens' success. He emphasises the importance of getting out of your own way, a phrase that resonated with him deeply and one that he credits for much of his recent business achievements. This concept of self-awareness and stepping back to allow professional support to guide his decisions has led to substantial improvements in both the operational efficiency and profitability of Mark1 IT Solutions. 

Today, Mark1 IT Solutions is not only surviving but thriving, with plans to expand the team further and reach new heights in terms of revenue and service quality. Mark Stevens attributes much of this success to the support structures and networks he has embraced, underscoring the importance of community and expert guidance in the MSP industry. 

For any MSPs out there feeling stuck or unsure of the next steps, Mark Stevens' story is a powerful reminder of the strength found in vulnerability and the success that comes from seeking help. His journey is a clear illustration of how transformative it can be to get out of your own way and allow structured, expert guidance to lead the way in scaling your business. 

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK 

And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads. 

OR  

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE 

Until next time, look after yourself and I’ll catch up

Stuart discusses how often, in MSPs, conflict arises not because of big strategic disagreements but because of the minutiae—the small details that can become significant stumbling blocks. He emphasises the importance of rising above the 'weeds' of these details to gain a clearer, broader perspective of the business goals. This approach, he explains, helps in realigning team members by focusing on the overarching destination rather than the specific routes or modes of transport, be they Porsches, BMWs, or trucks! 

One of the key takeaways from our discussion is the importance of defining what success looks like for both the business and individual roles within it. Stuart pressesemphasises on the significanceimportance of clear communication and setting agreed-upon targets to prevent the cycle of misalignment and frustration that can occur when team members are not on the same page. He also touches on the emotional aspect of these disagreements, pointing out that underlying many conflicts is a fundamental lack of trust or fear of relinquishing control. 

Moreover, Stuart also provides practical strategies for MSP leaders to implement when disagreements arise. He suggests 'chunking up' the conversation to a higher level where the focus is more on what unites rather than divides the team. This method involves stepping back to reassess the primary business objectives and ensuring that all discussions are anchored to these goals. 

Trust, Stuart reiterates, is the bedrock of any successful partnership. He challenges MSP leaders to introspect consider whether the lack of trust is a personal reluctance to delegate or a broader issue within the team dynamics. In cases where trust is lacking, he advises a proactive approach—engaging in open dialoguesconversations about responsibilities, expected outcomes, and the paths to achieving them. This not only clarifies roles but also reinforces the shared commitment to the business’s success. 

In addition to alignment and trust, Stuart stresses the importance of adaptability within the MSP industry. The ability to pivot and embrace new strategies when traditional ones fail is crucial for growth and sustainability. By integrating the vehicle tree concept, MSP leaders can more easily navigate through the complexities of business management, ensuring that every level of the organisation is aligned with the strategic vision. 

Our conversation with Stuart once again proves invaluable, offering MSP business owners practical advice and strategies to tackle some of the most challenging aspects of leadership and team management. This episode is a must-listen for anyone involved in an MSP looking to enhance their operational harmony and drive their business towards greater profitability and success. 

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK 

And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads. 

OR  

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE 

Until next time, look after yourself and I’ll catch up with you soon!   

Our conversation kicked off with Rachel sharing highlights from her recent talk at CompTIA, stressing the importance of self-care in the busy world of IT and business. Rachel emphasized that looking after yourself isn't just about avoiding illness—it's about improving your quality of life. Rachel Williams believes a holistic approach to wellness, focusing on improving overall health and extending the health span alongside the lifespan. 

Rachel shared her personal journey towards wellness, an inspiring story that highlighted her shift from approaching burnout to becoming fitter than she’s ever been. This personal journey gave birth to her business, Zest Lifestyle, where she uses her extensive knowledge and experience to help individuals and teams foster environments that prioritize health and happiness. 

A large portion of our discussion was dedicated to understanding what 'good health' truly looks like. According to Rachel Williams, good health is not merely the absence of illness but a vibrant state of physical, mental, and emotional well-being. She introduced listeners to the five pillars of self-care that are central to her practice: sleep, diet, movement, mental well-being, and rest. Each element is crucial in its own right but works together to create a balanced and healthy lifestyle. 

Sleep came up as the cornerstone of good health. Rachel pointed out that many overlook its importance, but it is during sleep that our bodies undergo repair and rejuvenation. She linked inadequate sleep to a plethora of health issues, from reduced cognitive function to impaired metabolism, stressing the importance of quality sleep as a non-negotiable pillar of health. 

On diet, Rachel Williams was keen to debunk the myths surrounding restrictive diets, which often lead to unsustainable health choices. Instead, she champions the 80/20 rule—eating healthily 80% of the time and allowing for indulgences in moderation. This approach not only makes the diet sustainable but also enjoyable, which is crucial for long-term maintenance. 

Movement, another pillar of self-care, goes beyond traditional exercise. Rachel encourages finding joy in physical activity, whether it’s walking, dancing, yoga, or more structured gym workouts. The key is consistency and enjoyment, which significantly enhances the likelihood of maintaining an active lifestyle. 

Mental well-being, often overshadowed in discussions around physical health, was highlighted as vital. Stress management, mindfulness, and emotional health are all aspects that Rachel touches upon frequently, underscoring their importance on our overall health. Tools like meditation apps and mindful practices are ways Rachel suggests maintaining positive mental health. 

Lastly, the concept of rest, distinct from sleep, was discussed. Rachel Williams explains that rest involves activities that recharge and rejuvenate the spirit, which can vary from passive activities like reading to active ones like hiking or exploring. 

Throughout the episode, Rachel Williams reiterated the importance of self-care, not just for personal health but as a strategy to enhance productivity and satisfaction in both personal and professional realms. Her insights not only provide effective strategies for self-care but also equipped our listeners with practical steps to take control of their health and well-being. 

We wrapped up the episode with Rachel sharing how to get in touch with her for those interested in learning more about self-care or implementing her principles into their lives or workplaces. For more insights and daily health tips, Rachel can be reached through her website, Zest Lifestyle, and her social media platforms. 

Remember, taking responsibility for your health starts with you, and it's never too late to start looking after yourself. 
 

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK 

And when you’re ready to tak

Understanding what you want from your business isn't just about setting financial targets; it’s about aligning your personal dreams with your professional goals to create a fulfilling and sustainable business model. Stuart stresses the importance of personal vision in business. He discusses how easily MSP owners can become overwhelmed by daily operations, losing sight of their original motivations and goals. 

Stuart points out that many MSP owners start their journey with clear intentions but often get sidetracked as the business grows. He emphasises the significance of defining 'what winning looks like' for your business. This not only involves setting tangible goals but also understanding the kind of life you want to lead. Stuart repeatedly mentions that knowing what you don’t want can often be a more accessible starting point to clarify what you actually do want. This reverse engineering of outcomes can significantly help MSP owners cut through the fog that surrounds their strategic planning processes. 

Throughout our conversation, Stuart reinforces the idea that business owners should periodically step back and assess their journey. This reflective practice helps to appreciate past achievements and realign current activities with long-term objectives. He shares practical tips on how MSPs can manage their growth effectively without becoming consumed by it. According to Stuart, building a successful MSP isn’t just about financial gain but about creating a business that allows owners the freedom and flexibility to enjoy their lives while still achieving professional success. 

One of the key pieces of advice Stuart offers is the concept of starting with the end in mind. This Stephen Covey principle is about envisioning where you want your business to be, and then meticulously planning out the steps to get there. Whether it’s hiring the right people, implementing the correct systems, or simply deciding to work fewer hours to have more time with family, each decision should contribute towards that ultimate picture of success. 

Moreover, Stuart highlights the importance of community and support systems in this journey. He encourages MSP owners to find their tribe – a supportive community that shares similar goals and challenges. Engaging with this community not only provides moral and emotional support but also fosters an environment of accountability, which is crucial for consistent progress. 

In terms of practical steps, Stuart suggests that MSP owners should take a proactive approach to problem-solving within their businesses. Identifying what you do not want in your daily operations can help clarify what changes need to be made to avoid those outcomes. For instance, if an MSP owner doesn’t want to be overwhelmed by technical tasks, then it might be time to hire additional technical staff or invest in training for current employees to distribute the workload more evenly. 

As we wrap up this thought provoking episode, I reflect on the numerous actionable insights Stuart has shared with us today. His advice is grounded in the reality of running a business, yet aspirational enough to push MSP owners to think big and act boldly. Remember, defining success in your business is a personal journey that goes beyond the conventional metrics of business growth. It’s about creating a business that not only survives but thrives while aligning with your personal life goals.
Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK 

And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads. 

OR  

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then cli

In our latest IT Experts Podcast episode, we explore the intricate dynamics of partnership in the MSP world through the lens of Joe Burns’ compelling journey. Joe, a seasoned entrepreneur who has not only scaled but also successfully exited from an MSP, shares his experience into what happens when business partners discover their goals and ambitions are no longer aligned. 
 
Joe Burns co-founded an MSP with a shared vision for success, driven by the enthusiasm that characterizes many startup ventures. However, as the business grew, it became clear that Joe and his business partner's visions for the future were vastly different. This realisation wasn't immediate; it crept up over years as the business scaled. Signs of misalignment began to surface, particularly during strategic planning sessions where their different growth ambitions were starkly highlighted. Despite efforts to realign, including engaging with a growth coach and attempting to bridge the gap in their ambitions, the divide only widened. 
 
The pivotal moment came when it was undeniable that their differing expectations for the future of the business were too significantly to continue effectively as partners.  Working together became uncomfortable and decision making was difficult.  Joe's business partner expressed a desire to exit the business, which prompted a series of discussions about the future. Rather than viewing this as a setback, Joe saw an opportunity to assess the true market value of their business and either buy out his partner or sell the business entirely. This led to the decision to sell the MSP, a move that would allow both partners to pursue their individual visions without compromise. 
 
Joe candidly shares the mistakes made during the selling process, chief among them being the failure to court multiple buyers. The initial excitement of having an interested buyer led to a 'monotony' situation – a market condition with only one buyer – which ultimately could have jeopardised achieving the best possible sale price for the business. This experience taught Joe the importance of fostering competitive interest when selling a business to avoid undervaluing it. 
 
Drawing from his experience, Joe offers invaluable advice for MSP business owners, particularly those navigating the complexities of a partnership: 

Personal Goals Alignment: Ensure there's clarity on personal goals and ambitions from the outset. Regularly revisiting these goals and ensuring they align with the business’s direction is crucial for sustained partnership harmony. 
Prepare Your Business for Sale: Regardless of immediate intentions to sell, structuring your business as if you're preparing it for sale can increase its resilience, value, and attractiveness to potential buyers. This includes making the business operationally independent of the owners. 
Embrace Niching: Focusing on specific sectors or problems can significantly enhance an MSP's market position, making it easier to market and sell solutions. Understanding and addressing the unique needs of a focused client segment can lead to more business and success. 
Community Engagement: The MSP community offers a wealth of support and knowledge sharing. Engaging with this community can provide valuable insights and strategies for growth, as well as support through the challenges unique to the MSP industry. 

Joe Burns’ journey illustrates the importance of alignment, strategic foresight, and the invaluable lessons learned through the process of exiting an MSP. For MSP business owners, whether currently in a partnership or contemplating one, this episode offers critical insights into ensuring that your business not only aligns with your personal ambitions but is also strategically positioned for MSP success. 

You can connect with Joe Burns on his LinkedIn HERE 

If you are in the same place, as Joe Burns did, listen to THIS episode where I asked Stuart how to get aligned wi