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...

Hey Reader, your work is valuable. Unfortunately, I find many people in business don't put the appropriate value on their work. Too many entrepreneurs have battle scars from the early days of trying to win whatever business they could and saving every dollar they could. Then, when they are successful, they have a tough time giving up those old scarcity-minded habits. They hold on to bad clients and waste a ton of time keeping them happy. They scrutinize every expense, thinking that saving 120...