MSP Business School

Show Website: https://mspbusinessschool.com/ Guest Name: Abe Garver https://www.linkedin.com/in/abegarver/ Company: FOCUS Investment Banking https://focusbankers.com/ Hosts Brian Doyle: https://www.linkedin.com/in/briandoyl... Robb Rogers: https://www.linkedin.com/in/robb-roge... Tim McNeil: https://www.linkedin.com/in/timmcneil3/ Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com In this episode, Abe Garver joins us today at MSP Business School. Abe Garver is the Managing Director and MSP Team Leader of Focus Investment Banking. 01:00 – Brian asks one of the most important questions: "What does that mean to a market that relies on capital to make acquisitions? " He knows that we've been attending trade shows, discussing MSPs, and speaking with other buyers in the marketplace. There are lots of buzzes around where mna is going during perceptional are becoming somewhat inflationary times there I say recessive times as well. How do those affect valuations, then?” 07:04 – Abe states that there is so much competition that he has a merger of equal platforms that will be completed soon. 11:50 – Abe mentions that he increasingly sees a competitive advantage to call potential clients and informing them that he has sixty-five nondisclosure agreements (NDAs) from all of these buyers for this assignment, which will encourage serious bids from prospective buyers. 13:58 – Robb asks Abe, "That the MSP or buyer who lost three times kind of changed up their plan on the fourth time, what did they kind of change to make themselves more attractive?" Beyond simply changing the procedures to help themselves rise and secure that agreement, what else did they do globally?” 17:33 – Robb and Tim both agree with Abe. They are aware, from the perspective of the buyer, that there are many subtle similarities between MSPs in terms of excellent client service, responsiveness, and communication. 22:57 – Abe says that there are over 600 organizations in the peer groups that meet quarterly in Phoenix, Dallas, Denver, and Orlando who claimed that IT Nation Evolve peer groups are the finest in the country at producing the top MSPs. Basically, fifty peer groups of principals are in between parts of their six hundred. 30:26 – Brian adds that from a valuation standpoint, organic growth trumps acquisition and bolt-on growth, which is something that MSPs should keep in mind. The focus should always be on the service and delivery engines, but make sure that the sales engines are primed.

Show Website: https://mspbusinessschool.com/ Hosts Brian Doyle: https://www.linkedin.com/in/briandoyl... Robb Rogers: https://www.linkedin.com/in/robb-roge... Tim McNeil: https://www.linkedin.com/in/timmcneil3/ Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com In this episode, we talked about how to double your sales opportunities easily and what Robb’s team has learned through over one million cold calls. 00:48 – Brian welcomes everyone who joins him and his co-hosts, Robb Rogers and Tim McNeil, on their podcast. Also, he began discussing their topic and focused on something that we know is very important to a lot of people, and obviously, all of us are looking to expand the organization, grow our lead base, and make customer acquisition. 03:21 – Brian proceeds to one of the biggest questions “How can we double our sales opportunities easily and quickly?”  07:37 – Robb shares about what we do in Sales MaturIT. He talks about  Foundations Level > Development Level > Growth Level > Excellence Level > Leadership Level. 17:33 – Robb shows a slide that the numbers show how to grow the sales and marketing department.  20:15 – Tim mentions the issue is the sales rep, particularly in this industry, and Robb agrees that this is one of the more difficult industries to get an appointment in. What tends to happen with sales reps, and this is a general statement that is not specific to the MSP World, is that they stop making calls after four attempts, whereas in this industry you really need at least seven to twelve touches before you get the first appointment, so how do you keep that salesperson motivated and happy? 22:06 – Brian agrees with Tim's remark. Their job as salespeople is to get paid for rejection because the reality is that there is more rejection than acceptance, but it's also difficult to pick up the phone when you're being rejected. 26:22 – Tim discusses some of the direct mailing tactics that are now being pushed out to clients, as well as the things that were successful when they were in the industry and, admittedly, they got away from them for a while because, at the time when they transitioned out of the MSP World, the digital side was up and coming, and even if you could be more successful on the digital side, there is now a lot of white noise out there. 30:13 – Brian wants to focus on how you maximize the team, and what you're displaying is the salary you're paying as an owner for a business developing platform inside the marketer. If you want to maximize the efficiency of those people, this direct mail approach has it all. 36:10 – Robb believes that, in the end, we cannot have a marketing department within a sales department. Marketing does its own thing, and if no one leaves the sales department, which is the traditional approach that everyone uses, they must be coordinated, in sync, and in sync together. 40:15 – Tim stated that the most important thing to remember when sending out mailers is to find a way to stand out. Sending out cards on non-traditional holidays was the most important thing he discovered. 56:25 – Brian ends the podcast by thanking Robb and Tim for sharing their knowledge/information about how to double your sales opportunities easily and quickly.

Show Website: https://mspbusinessschool.com/ Hosts Brian Doyle: https://www.linkedin.com/in/briandoyl... Robb Rogers: https://www.linkedin.com/in/robb-roge... Tim McNeil: https://www.linkedin.com/in/timmcneil3/ Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com In this episode, we talked about how we are planning for next year here at MSP Business School. 3:38 – Brian starts talking about planning for 2023. He gives some tips on how he will be going to budget so that he can comprehend the impact of the budget for the following year. 4:55 – Robb agrees with Brian's statement. He expresses his opinion that if you have the client or prospect inside, now is a great time to revisit any proposals that may have kind of ghosted you. You can also use a campaign or other methods to review any proposals. 6:22 – Brian discusses the idea of connecting prospects and sending female energy straight to males. Of course, we also touch briefly on non-traditional holiday fashion, but it's also important to remember that men should always come first when making decisions. It's also the time of year when you should look fantastic in costume, and if they have the opportunity to go out, bring them a gift in real life real form. 10:20 – Brian suggests that you do something nice for your customers, something that your top-tier customers will appreciate, and it could be something simple. 13:43 – Robb agrees with Brian's said. On their side, they no longer focused on MRR in the final month. They only focused on the capital budget that you chased after the project. 20:13 – Robb says that speaking with high-level decision-makers who are difficult to reach is extremely beneficial. So those are the things we like to do at the end of the year when we know a lot of people are on vacation and try to get a deeper conversation with the CEO or anyone else trying to bring it through.

Show Website: https://mspbusinessschool.com/ Guest Name: Emily Glass https://www.linkedin.com/in/emilyglass/ Company: Syncro https://syncromsp.com/ Hosts Brian Doyle: https://www.linkedin.com/in/briandoyl... Robb Rogers: https://www.linkedin.com/in/robb-roge... Tim McNeil: https://www.linkedin.com/in/timmcneil3/ Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com Emily Glass joins us today at MSP Business School. Emily is the president and CEO of Syncro, an all-in-one RMM, PSA, and remote access tool that helps managed service providers run more profitable businesses. 1:41 Emily an introduction about herself and shares how she fell in love with MSP. She talks about the company, how it grew in a year, and learning the products and needs of its partners. 5:14 Robb inquires about the company's objectives for 2023, what has to be improved, and how to advance in her position. She responds that it's very difficult to make long-term plans in these times of uncertainty, so people and businesses are just doing things one step at a time. 9:06 Robb shares his thoughts about Syncro’s website and says that their employees are very prominent on the website. Emily elaborates on how their company started remotely so the pandemic didn’t really make it any more challenging for them to make adjustments, however being in a remote set up they also have several challenges that need to be overcome and that’s why they have a weekly town hall with their employees and sometimes with their partners - to get to know each other and have a sense of camaraderie. 12:34 Brian points out what Emily said about uncertain economic times and asks what are the common feedbacks they are getting from their partners during these times. 15:28 Emily talks about the challenges of having remote employees and customers. She proceeds that one of the biggest questions in this kind of setup is “how do I communicate the value to my customer?” despite not having any personal relationship or having this different kind of interaction. 21:40 Brian shared his experiences when he was starting out in the industry. How hard it was back then people were barely equipped to start and run a company or how to be leaders for a company and grow it. 23:30 Emily ends the podcast by talking about the things their company is working on right now such as platform reliability and some new features coming up soon.

Show Website: https://mspbusinessschool.com/ Battlecard sample: https://salesmaturit.s3.amazonaws.com/Lead+magnets/Generic%2BBattlecard%2Bfor%2BProspects.pptx This episode discusses battle cards and how you can equip your team with this sales weapon. 1:30 Robb dives right into the discussion describing what a battle card is for him. He compares battle cards to cliff notes which helped him get through school. He adds that a battle card is something you look at when you’re lost and it enables you to be back on track. 2:14 Tim reminisces about the time when he worked in MSP and tells that he keeps a battle card on his desk every day until his last working day. He also shares that it is beneficial to have a battle card to have a reference guide and keep your head on while doing calls all day. 4:00 Robb answers Brian’s questions “what should go into a battle card?” and “what makes up a good battle card?” He narrates what he thinks are the most important things you should have in your battle card. 11:05 Brian describes the One Sentence Hook as a “power statement”. Robb agrees with what Brian says and elaborates that the goal is to open up a conversation and connect with people with just one sentence. 16:45 Tim shares his thoughts about brand pillars. He says that as an MSP, something you should understand is what you bring to the table compared to your competitors. 22:55 Battle card is the hub for the rest of your marketing efforts and this is where it all starts. Everything else is built from here. Hosts Brian Doyle: https://www.linkedin.com/in/briandoyl... Robb Rogers: https://www.linkedin.com/in/robb-roge... Tim McNeil: https://www.linkedin.com/in/timmcneil3/ Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com

Show Website: https://mspbusinessschool.com/ Guest Name: Scott Haselkorn https://www.linkedin.com/in/scott-haselkorn-1a449282/ Company: Haselkorn, Inc. https://haselkorninc.com/ Hosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/ Tim McNeil: https://www.linkedin.com/in/timmcneil3/ Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com Scott Haselkorn joins us today on MSP Business School. Scott is the president of Haselkorn Inc. 1:25 Scott starts off his backstory by revealing that he had a learning disability when he was younger and shared about the first book he read that he thinks made a significant impact on him starting early in MSP. He also talks about how he started wanting to own a computer store as his first dream. 4:00 Scott describes how, at the age of 12, he ventured to buy computer processors by calling Intel in California and acquiring a credit card, tax ID, and applications aided by his parents. He also states that he started out fixing his parent’s computers, friends' parents' computers, and even teachers' computers throughout high school. 6:58 He shares that he got his first job in a local place as a tech support and eventually moved to the commercial support department, transferred to Network Administration, and was laid off twice from the same company. 9:30 Scott speaks about he did a training class in dental offices on how to use dental software and got his first paying client through his dad. He then that time started to think about MSP and sort out what his goals were. 11:43 He shares his first encounter with IT Nation and how surprised he was to see many people who like computers the same as he does and make businesses out of them. He also shared the time he started his journey with ConnectWise and how it changed his life. 15:00 Scott then talks about his objectives and says he focuses on security-focused practice to make sure his clients can prevent or don’t experience rainy days. He also points out that we should always keep evolving as threats keep changing every day. 17:44 Brian dives right into the conversation, agreeing with what Scott said and noting that one cool thing about the industry is it is ever-changing. He shares his thoughts that these days it is more on “keeping up with the bad guys” and focused on the security-first model. 20:50 Tim and Brian express their astonishment at how Scott was predestined to be working in MSP since he read that book in 4thgrade. Tim adds that it was the game-changer for Scott. 24:13 Scott closes the podcast by saying that all the MSPs all over the globe are peers and teammates. He hopes that as teammates, we can make the world a safer place for the good guys.

Show Website: https://mspbusinessschool.com/ In this episode, our team discusses what are the do’s and don’ts of comp plans. 0:35 Brian dives right into the conversation, talking about making plans for the upcoming year and sharing about inflationary pressure and new challenges. Tim shares his thoughts on inflation/recession and how he observed shifts in the account management side for the past few months. 3:18 Robb stresses his point and disagrees with the all-in method kind of compensation. He also pointed out inflation and how hard it is for everyone, especially for the owners. 5:45 Brian talks about various compensation models and points out what salespeople predominantly think – rewards and numbers. Robb proceeds and agrees with Brian noting that it’s fine to have different commission levels. 7:38 Robb goes ahead and talks about how to change commission plans. He explicates that it’s all right to change plans annually based on performance but with a 60-day notice so the rep will get a gist of what the future will be. 8:52 Tim pitches in and examples that in MSPs commissions tend to be aggressive so he observes that many MSPs change compensation plans multiple times a year which is a recipe for disaster. 11:02 The conversation veered to how ego as an owner can become a hurdle and can get in the way when talking about profits. 13:53 Robb gives an example of how and when a rep should be compensated generously. Tim also emphasizes that if a rep brings in three times or five times but your company still struggles, it’s time to get a business coach. 16:09 Brian shifts the topic of discussion from don’ts to do’s. He continues by outlining Robb's examples and the significance of looking at the numbers long term. 21:00 Robb brings up that when there are changes, reps usually understand it. He also adds that it is significant to recognize that once you lower the commission, you must offer something that is very profitable. Giving them the ability and motivation while taking out known risks. 25:10 Tim expands Robbs’ ideas saying that in the event there’ll be changes, do not forget that sales reps are also human and has a family to feed. Also to be mindful of changes to not be so detrimental to the reps. 28:17 Robb closes the discussion by saying it’s all about communication. No matter what decisions are to be made, always have open communication with the reps the earlier the better and they’ll understand. Hosts Brian Doyle: https://www.linkedin.com/in/briandoyl... Robb Rogers: https://www.linkedin.com/in/robb-roge... Tim McNeil: https://www.linkedin.com/in/timmcneil3/ Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com

Show Website: https://mspbusinessschool.com/ Guest Name: https://www.linkedin.com/in/brian-scott-048b195/ Company: https://cleartoneconsulting.com/ Hosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/ Tim McNeil: https://www.linkedin.com/in/timmcneil3/ Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com Brian Scott from ClearTone Consulting joins us today at MSP Business School. Brian is the President and the CIO of ClearTone Consulting. 2:42 The guest, Brian Scott, introduces himself and answers the questions on how he ended up being a service provider from being an electrical engineer. He also mentions how and why he started working as a consultant. 5:52 Brian shares how MSPs are now educated enough to see things such as cyber liability insurance. 8:28 Scott talks about educating the companies about the needs and criticality of security risks as he observed that there are still many executives that don’t pay attention to these things. 9:26 Robb clarifies Scott if he means that the most important piece of his consulting business is education and having the people understand their risk assessment. Brian S. answers that even having risk assessments, executives don’t really understand its meaning that’s why educating them is really very important. 13:00 Scott discusses how important it is for heads of an organization not just to understand but also to have the mandate to ensure continuous improvement. He also adds that you need to have support from HR, staff, and executives to be successful. 14:43 Tim dives into the conversation asking Scott about failure rates and how long it takes for clients to realize that there should be changes to do. 19:43 Scott talks about having a security mindset and says that we are in a curve where people are just beginning to understand and pay attention to security-related matters. He adds that it gradually changes each year but is the new workspace norm we live in. 22:45 Scott shares about 510CISO, how it works, and what it provides. Brian adds how critical it is to have an accountability partner and why it's important to establish the culture to make it successful.

Show Website: https://mspbusinessschool.com/ In this episode, our team discusses what are the needs of the customers and what is the reality of what the customers want.   4:51 Brian dives right into the conversation, sharing that he read an article about QBR and how he has different opinions about it. He begins the discussion by stating that QBR should be about communicating with the customer.  6:00 Robb clarifies Brian’s thoughts if he means about QBR being like in the past where it’s just reviewing numbers and data and repeating everything. 8:15 Brian shares his thoughts on QBR and says to have a business conversation a couple of times a year to understand the customer better. The focus should be on what's in it for the customer. 11:34. Tim answers Brian’s question about leadership expectations from an MSP and says when dealing with clients, focus on their business and ask where they want in the next 3-5 years and how your technology stack can get where they want to be. Robb adds that clients want to know what you are doing and how can it fit into their business. 14:46 Brian expands on what it really is QBR about: the key objectives and the obstacles. He also emphasizes that QBR is becoming a sales call. 16:30 Educate the customers, build strategies and get their input for their own plan. 20:28 Robb asks how to get clients who got dark in QBR back to engage in the process. Brian answers to start with deliverables and becoming a better partner. Open up with the customer, appreciate the customer, trust, faith, and transparency. Hosts Brian Doyle: https://www.linkedin.com/in/briandoylemetathinq/ Robb Rogers: https://www.linkedin.com/in/robb-rogers-07415251/ Tim McNeil: https://www.linkedin.com/in/timmcneil3/ Sponsors vCIOToolbox: https://vciotoolbox.com OSR Manage: https://osrmanage.com  

This episode discusses how to get involved in the business and how to start in the industry. 0:55: Brian introduces the guest and starts off the conversation by asking Kipp’s backstory on how he ended up with ConnectWise. 1:46: Kipp introduces himself as the financial guy with an accounting background then he found ConnectWise and started working as an overnight help desk support technician while getting his MBA. He also shares how he did not start in the IT industry, his experiences, and how he transitions from various positions.  7:39: Tim jumped into the conversation and shared what he learned over the years and appreciate Kipp helping companies with exit strategies.  8:51: Kipp talks about the different owner programs such as life plans, and personal and business legacy. He also talks about the Modes theory. 12:03: Robb asks Kipp about how he hasn’t heard a lot of peer groups take on a solid proactive focus on lifestyle and how peer groups are usually number-focused. 16:24: Brian halted the conversation by saying that work-life balance is a critical component in the industry and that taking care of one’s mental health is now one of the essential elements of a successful business. 18:41: Kipp shares about the MAD (making a difference) Personality and how it helps to understand how to build relationships and understanding how to interact with people. 20:28: Brian asks about the steps on how to bridge those who know that they need people and help but aren’t just ready monetarily. Kipp explains some of the barriers, especially for smaller companies, and how to get entry where it’s not by a peer group. He also talks about the various programs the company offer depending on the size of the company.  26:22: Robb raises a question about “What if an MSP only wants to join a sales peer group, do they have to join the main peer group?”. Kipp explains the people involved in different peer groups and how you may participate in only one peer group. 29:38: Kipp emphasizes how beneficial peer groups can be by just sharing ideas, having feedback, or even just asking what tools each company uses.