EP084 – Operational Excellence with Michelle Coombs

In this episode of “It’s a Numbers Game” host Adam and co-host Dan are joined by Michelle Coombs from the Tech Leader Network to discuss operational effectiveness and efficiency in managed service providers (MSPs). The conversation covers key strategies for improving MSP performance, including prioritising customer satisfaction, ensuring accountability in service delivery, and setting clear objectives. Michelle shares her extensive experience across various industries, providing practical advice on how MSPs can enhance their operations to become more efficient, profitable, and maintain stronger customer relationships. The episode also touches on the importance of holding regular reviews, logging time, and the balance of internal and outsourced service delivery models. 

00:00 Introduction and Guest Welcome 

00:23 Operational Effectiveness and Efficiency 

02:03 Customer First Approach 

04:18 Balancing Customer Needs and MSP Objectives 

07:46 Escalation Processes and Red Flag Meetings 

12:55 Accountability and Job Descriptions 

18:51 Hiring and Team Dynamics 

23:09 Cascading Objectives and Measuring Success 

29:12 Conclusion and Contact Information 

Connect with Michelle Coombs on LinkedIn by clicking here –https://www.linkedin.com/in/michelle-coombs/ 

Connect with Daniel Welling on LinkedIn by clicking here – https://www.linkedin.com/in/daniel-welling-54659715/   

Connect with Adam Morris on LinkedIn by clicking here – linkedin.com/in/adamcmorris 

Visit The MSP Finance Team website, simply click here – https://www.mspfinanceteam.com/   

We look forward to catching up with you on the next one. Stay tuned!