MSP Business School

Show Website: https://mspbusinessschool.com/ Guest Name: Jake Gregorich https://www.linkedin.com/in/jake-greg... Company: Lyra Technology Group https://lyratechgroup.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 Jake oversees revenue generation for one of the largest and fastest-growing IT service companies in the country, Lyra Technology Group, An Evergreen Services Group Company. In just five years, he went from an entry-level copier and IT salesperson to head of sales of an enterprise-size MSP which is on pace to double in size in 2023. He shares his experiences and learnings from that journey with his team and partner companies to help them achieve their growth goals. 02:13 – Jake, who is acquainted with someone at Pepsi Co, shares his journey through their management training program. Pepsi Co is a Fortune 50 company with a slow corporate ladder, with gross margins of 10%. Jake's entrepreneurial spirit and quick-moving nature make him a strong candidate for a job with Impact Networking, a large MSP based in Chicago. The company's sales training program has been experiencing significant growth, and Jake's entrepreneurial spirit has helped him succeed in his career. 04:43 – Robb inquires Jake as to where we are on the sales side of that company and at what level. How did it feel to be in that capacity, moving up into a much larger company? What was your sense of progress, and how did the transition go for you? 08:17 – Brian mentioned that when an acquisition occurs, those who dislike the corporate world may struggle to transition into the PE-backed arena due to the new reporting structure, reporting quality, and accountability changes. This is due to the new accountabilities and accountability requirements, which are essential for success in the PE-backed arena. 12:52 –Tim explained that being in charge of 20 different MSPs across the Northeast and Midwest keeps us updated on what they're doing, how the transition has gone, and how it's functioning. 17:15 – Brian suggested keeping ownership groups somewhat autonomous helps with the transition, as they don't relinquish power overnight. This approach model allows them to become part of the larger mission, which is interesting. 19:21 – Jake said that there are some things that they should know that suggests preparing for an event, especially for MSP owners who want the highest check. Knowing which companies to work with and ensuring the highest check is crucial for success in a large auction process. Companies that prioritize the highest check are more likely to be involved in the event.

Show Website: https://mspbusinessschool.com/ Guest Name: Brian Hoppe https://www.linkedin.com/in/brianhoppe/ 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 Hoppe has been part of the Managed Services industry since the early 2000s. He earned both his Bachelor’s and MBA from Baylor University. For over 20 years, Brian has worked in multiple MSPs and has bought and sold multiple MSPs. He’s been everything from a technician to Ops Manager to CFO to CEO. He has grown multiple MSPs to over $5 million in revenue and managed MSPs in excess of $15 million in revenue. Brian has a thorough understanding of all the ins and outs of running a highly successful MSP. But more importantly, he understands how to help MSP leaders get the most from their business. His expertise in leadership and coaching can help any MSP owner or CEO achieve the results they want in both business and life. 01:48 – Brian's journey from MSP to a full-service managed service provider began 20 years ago with a company he did not own. In 2007, the company transitioned from break-fix to completely managed services, growing from a couple of individuals over 45 to a fully managed service. Brian's career is marked by the transformation from a family office-owned company to an MSP company. 06:08 – Brian talks about the need for open communication during the due diligence process, as there are no secrets involved. This process can take a long time, especially if peas are engaged from introduction to deal closing. 10:12 – Brian discusses a business partner and a conversation outside his knowledge. He discussed the potential outcome of the deal and his willingness to exit for money or after the sale. 12:22 – Tim comments on what Brian Hoppe stated, and he's curious to see what they're seeking to accomplish now, what their next venture will be, how they'll do it, and what the different things will be like. 16:37 - Brian asks what advice they might give to a first-time MSP considering entering the coaching journey, what questions they should be asking themselves, and what they should be prepared to undertake as they enter into that arrangement. 19:22 – Tim appreciates his coachability and the number of people joining peer groups with business coaches. He believes those who aren't open to change may not even consider it.

Guest  Name: Chris Dix https://www.linkedin.com/in/thoughtpost/ Company: ChatStyle.ai https://chatstyle.ai/ 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 Chris Dix is the founder of ChatStyle, a software company based in Charlotte, NC, that provides chat and automation solutions for MSPs and their customers. Chris has over 20 years of experience developing software and is a former Microsoft MVP. He is also an author and has spoken at conferences for Microsoft, O'Reilly, ConnectWise, and MSPGeekCon. 3:10 Chris gives an overview of how he started doing MSP. He is a software developer and this gives him the skill set needed in working for MSP. He also discusses what truly is his drive for joining MSP and the challenges he wanted to overcome.  5:15 Brian mentions that there are a lot of tools available in the market with a variety of functions, Chris pitched that his starting point was the lack of consistent communication channels for customers and tech team. 12:01 Chris starts talking about the AI function of the tool.  15:12 Robb asks about PSA integrations with the program. Chris answers ConnectWise and AutoTask to name a few. He also says implementation with Halo and Freshdesk is also ongoing. He also shares some plans they have for this year as well as some improvements, especially on CRM. 18:45 Before closing Robb asked Chris which app has more people, Slack or Teams. Chris explains his answer and shares what struggles and challenges they face to make their program work since these two applications have different focuses.

1:35 – Tim claims that OSR has been similar, with pipeline participants participating but without necessarily being present. According to him, this trend started last year and has intensified this year. Although there are methods to get around this, he thinks that more people are taking vacations this year than last. The prolonging of the time until closing is more likely a sign of unwillingness to depart than a lack of engagement. 4:25 – Robb explains the cyclical nature of MSP deal closings, indicating that they can speak to fewer decision-makers during the summer months, but they do require to have more time for longer conversations. This shift in prospecting may result in a more favorable market for schools, municipalities, governments, and contracts in dates. The recent flush season of the CPA provides an opportunity for MSPs to target these areas. 9:52 – Brian advised remaining involved and monitoring output to make sure that sales and deals are successfully accomplished during the summer. Sales may be slower since some transactions might take longer. Businesses should step up their efforts and concentrate on the third and fourth week of August when students return to school in order to make the most of the little window between Labor Day and Thanksgiving. Businesses can maximize their potential and secure success in the future months by concentrating on these things.  14:57 – Brian noticed that marketing firms frequently set the rules for how to market, but he discovered that other vendors showed less interest. Only marketing companies have fully included the video in their processes, therefore the MSP community may benefit from including fragments of it in their procedures. This is a result of their efforts to market and sell their services. 17:56 – Tim stated that it simply goes back to them wanting to separate themselves in any way shape or form because there is so much white noise out there that you have to break through it and video.  18:20 – Brian stated that as salespeople, they all understand that the first step is to sell the meeting and the second step is to sell the product, so they have to use something to get to the meeting, and if that can be a way to get to a meeting and put some trust into the equation upfront, put some comfortability with the end user for when they do meet with them, and it's something they can start doing in their spare time.

Show Website: https://mspbusinessschool.com/   Guest Name: Greg Sharp https://www.linkedin.com/in/greg-sharp-2598713/ Trevor Thoams – https://www.linkedin.com/in/trevor-thomas-yyc/ Company: ZenContract https://www.zencontract.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   Greg Sharp & Trevor Thomas – Contract Chaos No More    Greg Sharp, a CISSP-qualified IT security engineer, is the Managing Director of ZenContract, a company with team members in New Zealand, Australia, the Philippines, the United Kingdom, and Canada. With 30 years of experience in the IT industry, he has served on advisory boards for Datto, Autotask, Dropbox, Microsoft, and Cisco in the APAC region. Greg is currently on three MSP advisory boards and has been a director of multiple businesses. He built and sold three MSP businesses, including the latest one sold to a division of the New Zealand government for a record-breaking multiplier. This process and systems led to the creation of ZenContract, which allows MSPs to fully own contract and agreement management. Greg leads a dream team of specialists, forming a culture that automates and enhances MSP contract management for all MSPs.  6:45 – Brian stated that contract management is a key difficulty in MSPs because many contracts become open-ended at the contract point.  9:51 – Tim’s focused on assisting MSPs in growing their sales departments and dealing with the complexity that comes from big clients. They've been talking with a client about how to get the service manager to work and get an accurate picture of their client base. The discussion attempts to assist clients in improving their sales departments and streamlining their contracts. 11:03 – Greg offered a glimpse of AOR over 12, 24, and 36 months, noting that their MSPs will be evaluated using a multiplier of contracted revenue. As they have contracted revenue for one to three years, this technique creates a sense of stability and assurance. The formula may be a combination of these criteria, offering a reliable assessment of the worth of their MSPs. 15:41 – Greg said that ConnectWise and Auto Task are currently quite well integrated with the system. They are now working on Halo, which will be released soon. The system incorporates price, work kinds, inventory, and other data at the client level. Because the solution does not play in CPQ distribution streams, they must include recurring monthly contracts. The PSA believes it is critical to bring this up for discussion. Halo is another price quoting tool, however, it is not specifically designed for managing recurring monthly revenue. 20:26 – Tim noted the ease with which account managers and VCIOs may access QBR, adding that it eliminates concerns regarding signature difficulties. He recalls incidents in the MSP world where a single signature caused problems. 21:38 – Greg mentioned that MSPs are also employing templates for project variation sign-offs, which allows them to deliver scope variations for signatures in the middle of a project. These templates are immediately saved in the PSA against opportunities or contracts, capturing all components of the solution negotiation process. This tool assists MSPs in managing project variances and ensuring the project negotiation process runs smoothly. 24:22 – Trevor expressed interest in working on the channel because he is familiar with several of the characters. He is looking forward to the pitching program and IT Nation Connect, which will focus on webinar strategies.  

1:13 – Abe outlines his plans to discuss three topics in today’s podcast. First is his lunch conversation with an IT Nation member, which he thinks would be very helpful for the listeners. Second, an update on the overall market (acquisition). Lastly, IT Nation on Denver this August 2023. 5:26 – Abe shared a slide of the lunch conversation. He explains that in just 3.5 years, there are already 73 parties now involved and it includes 11 platform investments. 7:46 – The guest talks about the Modes Theory™. Robb does a follow-up to what is the Modes Theory™ about and what it is for. He emphasizes that one best aspect of the Modes Theory is that, you can have your leadership team take the assessment which means you can see and understand where your people are coming from.  12:50 –  “Organic growth is more valuable than M&A growth”, Abe emphasizes. Although he himself is an m&a advisor, he advocates organic growth. The business should have and focus on its secret sauce and grow organically, then later venture into m&a.  He urges that these three should be satisfied: the business core, the best customers, and use m&a to help complement the first two strategies.  17:01 – Brian raises the question about vertical shifting. Abe gives advice and expands on how important having deep expertise in whatever vertical you are in.  20:51– Robb clarifies Abe’s early statement in which the latter says that having 20% growth than a good profit is better. Abe explains further and discusses his previous point. 25:16 – To increase valuation, Abe suggests attending peer groups such as IT Nation every year. Lastly, he emphasized MSPs making a strategy to grow organically.   26:40 – Tim talks about how Sales Maturity helps a lot of MSPs during their pre-peer group stage but in the organic growth phase to get up and make an organic sales model

1:00 – Brian initiated the discussion and provided a brief overview of the Safeguard Rules, highlighting their scope, functionality, and associated regulations. 3:50 – Tim clarified the specific sector to which the rules are applicable, while Brian proceeded to illustrate several prevalent industries that, based on his experience, often struggle with managing sensitive information, such as social security numbers and similar data. 8:10 – Robb inquired about the last industry mentioned in the list and expressed astonishment upon learning that it was a "non-federally insured credit union." Brian explained that certain credit unions are affiliated with specific companies and drew upon his past professional experience working in such an institution. 11:04 – Robb inquired about the implementation timeline for the new rules, to which Brian clarified that they were initially introduced in December 2022 and were granted an additional extension until June 9, 2023. Brian expressed his belief that there would not be any further extensions beyond this point. He proceeded to outline the essential tasks that needed to be undertaken, including the proper handling and encryption of sensitive data, the development of incident response plans, and various other requirements. Brian highlighted that there were a total of 17 items on the list that needed to be addressed. 15:13 – Brian discussed how this new rule will be beneficial for the MSP. Robb pitched in some of his ideas on how he could build a more successful campaign using the new safeguard rule.

We are part of the PitchIT Program! 00:48 Brian provided a summary of the PitchIT program, explaining its nature and purpose. Robb supported Brian's statement and shared his own experience of the program's inaugural class. He expressed his excitement at witnessing the participation of prominent and reputable companies in the program. 03:22 Brian talks about the challenges of starting a new company. 4:30 Tim talks about how awesome it was to be part of the program and just being together with like-minded individuals really sets a different mood.  06:18 Robb expresses his enthusiasm about the business assessment and reveals his surprise at receiving a low score, despite believing that he maintained a reasonably healthy work-life balance. Adding to the conversation, Brian shares that his score was low on the "strategy" aspect. 11:17 Brian urges other vendors who are listening to the podcast to join or perhaps listen to others in the program. He also highlighted that this also a great opportunity to network as well.  12:59 Robb encourages everyone to tune in to the ConnectWise LinkedIn page to learn more about clever business and good ideas related to the program.  

The subject of today's podcast centers on the utilization of ChatGPT as an essential component of one's sales process.  00:54 Robb enthusiastically discusses how AI has the potential to be the next step in the development of the world. He then mentions how ChatGPT has been a valuable resource for him in multiple ways, including coding and stock trading, and expresses his amazement at its helpfulness. 2:47 Tim shares Robb's viewpoint, as he has also noticed that an increasing number of his clients are using AI to develop and construct emails. They have found AI to be a useful resource for generating initial content and creating sustainable emails that can be incorporated into automation sequences. 5:50 Brian discussed his use of AI in conjunction with a virtual assistant (VA). He specifically mentioned using Jasper, an AI tool he believes is more focused on marketing. Brian provided an explanation of Jasper's functions and described how he guides his VA in using it to achieve desired results that align with the company's tone.  9:42 Robb discussed the comparison between ChatGPT and Jasper, and Brian agreed that while the two AI systems share similarities, they have different applications. Brian also touched on the features of machine learning and AI present in both systems. 15:21 Brian expressed concern about the extent to which AI engines can learn and improve upon existing processes, and at what point they become aware that they are not learning for their own benefit. Tim agreed and acknowledged that Brian's worry is valid, citing social media as an example. He mentioned the significant role AI plays in creating posts and generating feeds, which can be overwhelming 17:59 Tim explained his use of AI in marketing and sales, specifically in creating LinkedIn posts, email templates, and content. Robb added that he uses AI as a tool to change the tone of his writing and transform bullet points into readable paragraphs. Brian also chimed in, stating that he employs AI to enhance the quality of his writing and generate effective subject lines for email campaigns.