Hey Reader, when was the last time you had a real emergency at work? A full client outage, a ransom event, a flood, or even a physical accident? I have seen all of these events and more. I know techs that have nearly died in car recks, a guy that was nearly crushed by a rack, a person who lost their entire business due to ransomware, entire data centers underwater, and several deaths of team members. We sometimes forget that while we work away, life happens. This ugly reflection on how bad...

Hi Reader. I love me some KPIs and benchmarks, so maybe it's a little odd for me to minimize their usefulness. I use KPIs and benchmarks every day in my work. They are incredibly valuable. That said, they can be misunderstood and misapplied. I often have chats with owners, managers, and even techs who read industry reports or talk to a friend in the industry. They hear or read some benchmark on what people are charging, how many tickets they close, what margins they make, etc. They quickly...

Reader, how comfortable are you with your sales process? I talk a lot about service and business operations, but I do know a thing about sales as well. Sales, like every other part of your business, should be an established process that has been tested and refined to demonstrate its ability to produce what you want. Far too many MSPs have a sales process that is much more art than science.You need both. Are you using a CRM?....Are you using it properly? 😉 Do you have an Ideal Client Profile...