Reader, did you know that last year I accidentally deleted my YouTube channel? Yeah, it was a sad day. Luckily, I hadn't invested heavily in the channel, so it was a frustrating and annoying loss, but not a catastrophic one. Many of the edited videos are unrecoverable. I've been reviewing some of the raw recordings I've saved to see what I can restore. I'm not one of those people who hate hearing their own voice or seeing recordings of themselves. I used to make home movies with friends as a...

Hey Reader, when was the last time your sales team had to explain their metrics the way your help desk does daily? Does that same level of scrutiny apply to other teams in your company? In many MSPs, I observe this odd situation where the expectations of the help desk teams are very high. There is extreme scrutiny of performance and plenty of corrective feedback based on client feedback or other sources. Meanwhile, the project, sales, and admin teams are left to do their thing without much...

Hey Reader, Not all stress is created equal. Storytime My stomach dropped when I realized what had happened. It wasn't a single client that was impacted... it was all of them. We were now facing 100+ clients without functioning DNS. This was a challenging day, to say the least. You know what's weird, though? It's a day I remember kind of fondly. We set up a war room in the boardroom, rallied the team, and started calling clients and migrating them one by one to a new DNS provider. The stress...