MSP Business School

Show Website: https://mspbusinessschool.com/ Guest Name: Jake Carroll https://www.linkedin.com/in/jake-carr... Company: OSR Mange https://www.osrmanage.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   1:59 – Jake said that there have always been a lot of people who chose to work in sales or as a group of people who work in sales, whether they had a degree or not. Before you could start working, there was no salary and you couldn't just go knocking on doors.  7:19 – Brian asks Jake what is his role as a Virtual Sales Manager. 11:07 – Tim stated he won't even argue that you were recruited as an engineer to protect forever, no matter what it is or how high up the scale it is. The salesperson actually needs more supervision, more oversight, and more training. 15:24 – Robb asks Jake what would you say do you manage a lot of people? Do you manage others or do you manage in salespeople? What would you say is probably what you have to do most during your manager time? Are you coaching, reps up, or are you doing kind of ability, are you being the person in between? What would you say is the most time-consuming of your job? 23:14 – Jake claimed that we currently have some very strong indicators, none of which are more straightforward than the emails you exchange with one another. Email correspondence between the individual you are dealing with at the company and your company is a really excellent indicator. The disadvantage of maintaining the moment is that it has a table and asks if everyone is in agreement if the meeting doesn't start or if this is the agenda.

Show Website: https://mspbusinessschool.com/   Document Link: https://tinyurl.com/ywv26e28   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   0:28 Brian kicks off the podcast by talking about the business canvas model. He talks about its advantages and how it can open great opportunities in the IT industry. 3:04 Brian starts introducing today’s agenda and gives a brief description of what to do to dive into today’s topic effectively. He starts presenting the business canvas model and discusses the different columns.  6:52 Robb shares his understanding of the value proposition. He says that when the company has new products or services, they always make it a priority to ask clients what they are trying to solve or what services they need that you can offer. Robb points out that it starts with stories of successes and failures.  11:39 Tim suggests that revenue size should also be considered under Customer Segments. He mentions that the revenue size of clients you bring in is critical. He also noted that mid-size companies are large enough to understand how technology works for them.  19:22 Robb discusses Channels. He gives emphasis not only on understanding the channels but how it relates to your budget. 26:44 Brian gives voice to the question, “How do we use?” He explains how using a business model could help a company immensely. Robb adds his thoughts on the partnership side. He said that a few years back partnerships were all transactional, however, when covid hit many companies suffered losses yet were saved due to having a close partnership. He ends his discussion with an encouraging note - be a person that has a great relationship with the partners/vendors and not just transactional because there’s gonna come a time when they’ll give you a referral or they’re gonna help you when you are having an issue.  

Show Website: https://mspbusinessschool.com/   Guest Name: Doug Kreitzberg https://www.linkedin.com/in/dougkreitzberg/ Company: SeedPod Cyber https://seedpodcyber.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   In 2018, Doug founded a cybersecurity and data privacy risk consulting firm. It was through his consulting practice that he learned the value that Managed Service Providers bring to small and medium-sized businesses.   That insight formed the basis for SeedPod Cyber, a cyber insurance managing general agency Kreitzberg founded in 2021 which partners with Managed Service Providers to provide cyber insurance to their clients.   1:49 Doug gives a brief recap on how he started in technology and insurance, then ended up running an organization. He also shares some reasons why Seedpod got created, the company’s goals in providing better insurance coverage with a competitive price, and businesses that use their services. 5:50 Brian asks how to define if a company is over-insuring or under-insuring, in which Doug answers that two areas come into play when figuring out which insurance is better suited 1. Liability and 2.Cost of System Restoration. He also expounded on each point and gives examples of real-life situations. 14:20 How do people best protect themselves against attacks and what does it look like in the insurance industry? Doug answers Brian’s question by saying that when it comes to MSP, it’s always related to aggregation risks. There are several aspects to dealing with these situations, technical standpoints and contractual aspects. He elaborates that the relationship that you have with your client, account management, and trust is very critical when an event occurs.  20:35 Robb expresses his opinion on how smart and how good of an idea Doug’s company does. He explained that usually when there are problems or stressful situations, the first thing we ought to do is to just jump in and fix the problem but now he realized that it’s equally/more important to step back and call the insurance provider to avoid further damage. 22:07 Brian poses his last question about the state regulations impacting the premiums. Doug answers that state regulations are actually favorable however the new privacy regulation is still under heat.  

EP 149 - Roundtable - Perfecting the Art of the Sales One on One   2:21 Robb starts discussing his ideas about sales one on one. He says that one important aspect that owners missed is having a head check. He points out that it is essential to start the week by asking your sales persons how they were and if there were anything they would like to talk about. In this manner, you are understanding your sales reps before you are understood. 6:44 Robb continues saying that it should always be the reps that have to bring in the numbers and the report, and not the manager. Brian agrees with Robb’s point as the reps are the ones responsible in bring in people to the business. Tim expands the discussion by specifying that when choosing reps, you want somebody who is money-driven and someone who knows exactly what they were doing.  10:30 As Brian talks about reps fluffing their reports and numbers, Robb provided two easy ways to recognize if the reps are fluffing – a) the 8-6-4-1 rule and b) if they keep talking about the one deal they are working on. He expounds that these two methods have been of great help in identifying red flags. 14:55 The third step in perfecting sales one-on-one according to Robb is having built-in steps for the next six weeks. He emphasized that if there are no steps shown, you are going to start from square one as it is already considered a lost deal. He also added that aside from weekly meetings, it is also necessary to meet monthly to talk about quarterly rocks – how to improve the reps long term and how to get them to the next position in the company. 17:04 Tim added that one-on-one meetings with sales reps are different from one-on-one meetings with engineers or tech people. Salespeople got different personality types, they may like to talk and banter, so you ought to be prepared for the difference in the conversation. Robb joins in the topic, sharing his idea that it is significant to talk about their wins or losses however it is as equally as important to talk about how did they get to that win or loss. This is to figure out which aspects you can coach and have them supported. 19:20 Brian gives a recap of all the key points talked about during the discussion.   

00:54 – Brian mentioned that many companies like to do daily stand-ups and huddles, but they are often haphazardly run and not as effective as they could be. They have a standardized process for running sales huddles with all their sales reps cascading across the US that virtually manage, but they can give insight into how to structure the huddle and make sure it is effective for all users on a call. 5:03 – Robb suggested that the role play should be divided into two parts: prospecting and objection handling. The goal is to have the participants try to get past a gatekeeper and get shut down by the gatekeeper, and then role play until one good thing is achieved. 6:36 – Tim said that the MSP Sparks have stats and figures that are easy to grasp, making it easier for salespersons to find the next reason why they should reach out to a company again. This helps them to have something in the back of their head to pull from when they talk to the decision-maker. 11:28 – Tim believes that role play is an effective way to self-diagnose a rep. He suggests finding a 3-minute call that is not an everyday thing, once a week or at least every other week, and listening to it. This is a good time for the rep to self-diagnose. 14:00 – Brian believes that a good morning huddle should have a conversation about what they did today, what they did yesterday, and what they accomplished yesterday. They also like the concept of mixing up content to keep people engaged, such as role play, pulling a calling, and bringing in inspirational quotes or something else to celebrate a win or dissect a loss. This will help keep people engaged and keep them focused on the task at hand.

Len DiCostanzo has been a mainstay of the global IT channel and is a sought-after consultant and speaker. For decades, he has been providing thought leadership and best practice guidance for senior leaders who want to understand the channel’s roots and its future. DiCostanzo consults and collaborates with leading and emerging channel vendors, as well as managed service providers and business technology solution providers who want to accelerate growth and better serve clients. He has worked with thousands of partners helping them build their managed services practice with a focus on service catalog development, pricing and bundling, and go-to-market strategy development and execution. His recent work has focused on helping SaaS and cybersecurity vendors and specialty distributors to grow their MSP and VAR channels by building comprehensive partner programs. The programs are designed to drive internal awareness across the business while accelerating partner go-to-market motion and recurring revenue for the vendor and their partners. Len has consulted with and led the buildout and execution of Partner Programs for top channel vendors including ConnectWise, LogMeIn, and LastPass.   2:08 – Len has been in the business for a long time, having started a solution provider business in 1984. He was a solution writer for 20 years and sold his business to a publicly traded company in 2001. He then moved to consulting and helping them build out their global MSP partner community and eventually found a role at Auto Task. 5:51 – Tim believes Len just made an important point about the number of MSPs they've spoken with over the years who simply don't know how to wrap all of those into one service. Despite his belief that people are far more advanced than they have ever been, there is still a great need. 9:10 – Brian believes that products are becoming more specialized and that MSPs should form a partnership with their vendor partner to better support their needs. This includes educating the vendor on how to better meet the needs of the MSP. 9:50 – Len said that it depends on the vendor and how they intend to market. They are aware that they are an outsourced partner. The bottom line is that every vendor must become a more strategic partner for the MSP, which begins with having a comprehensive and robust partner program.  11:43 – Robb's message is that MSPs often go to vendors with great ideas and don't implement them, leading to a loss of the vendor 6 months later. It is a powerful message that can help both the sale and implementation sides. 16:07 – Len spent a year and a half with Cordo before COVID sold the business, building a product called Cloud Optimizer for offices of sixty-five. He now consults on the MSP side and talks about the vendor's offering. 21:25 – Brian believes that the only way to increase the amount per seat charge is by consolidating products, building them into the service offering, and providing services around it. The products are just enablers for him to get to that service offering.

In this episode, they talked about Risky Business and Life in IT. 3:09 – Ken ended up in the crazy world of technology because he was a full-time firefighter for about twelve years and he started selling t-shirts and realized he needed a website. He taught himself how to code, and build a website, and decided that technology and business were what he wanted to do. He has been involved in a bunch of startups and taken a company public and has been involved with software for 25 years. 8:15 – Brian asks Ken “what drives kind of creativity for you today and what are your working on right now?” Ken is working on a project with Cybrance, a company that provides a platform for cyber compliance in risk management. The platform includes enterprise GRC, third-party risk management, cyber incidental response management, and more modules. Cybrance sees a need in the marketplace for software and the know-how to put something out there that has a real possibility of gaining significant market share. 11:06 – Brian said that the most important details in this text are that the human factor, insecurities, is the biggest challenge in delivering policy, following up on compliance, and reviewing status. There are a lot of moving pieces in infrastructure that are being recorded and measured, so it is important to ensure that they are being reviewed appropriately and not missing things that can get chaotic. 12:41 – Ken and his team are looking to reduce the number of tools used in the security landscape by offering different capabilities. They are also aware of how the three sixty partners and supplier and vendor ecosystem is expanding, with a thirty percent year of growth. They need to consider not only their suppliers, but also their partners, networks, and security posture. This can lead to an infinite loop of enrolling everything up without tools and things that make it easy to collect. 16:42 – Ken believes that when starting a business, you should be opportunistic and fluid in terms of who you take on as a client. You know the target demographic, twenty to hundred million in revenue, ten to twenty people on the IT staff, with one or two people focusing on security. 20:11 – Brian explains that when they think about their contacts, they think about the people they work with and law enforcement. They have to engage bodies like CIS to help with forensics, and the more data they can collect and organize, the easier it is to communicate those things to insurance companies. The more they can document, the more they can quickly give to them and share with them.

Show Website: https://mspbusinessschool.com/ Guest  Name: Jason Pufahl https://www.linkedin.com/in/jasonpufahl/ Company: Vancord https://www.vancord.com/  Podcast: https://www.vancord.com/cybersound/ 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   Jason Pufahl is the Vice President of Information Security Services at Vancord.  1:45 – Jason found himself in the world of MSP after applying for 30 national park ranger jobs and one IT role. He chose the IT gig and that is what brought him here with us today.   6:31 – Jason believes that his ability to communicate has been his strongest quality throughout his career. He said he had never been the most technical person in the room, but he had a good vision and the ability to communicate that vision to get buy-in and get projects moving. 9:38 – Tim's most important advice to salespeople is not to be pushy when selling and to have an honest conversation about what they are looking to achieve. If they can do this, they will be ahead of 50% of the reps out there. 13:21 – Jason emphasized the importance of security education, which is a non-technical discipline that doesn't get enough attention. It is important to explain to people what risk potentially remains and to train staff to recognize threats. 18:05 – Brian noted that there was an educational process that led to people becoming more aware of networks, computers, and security. This led to people taking on roles in their generation, similar to what is happening now with security. 20:15 – Brian said that we know we’re able to work in and it does open up a lot of security holes when you got people geographically dispersed accessing the same information and see where the human factor comes into play.   

In this episode, the team discusses Battling Burnout here at MSP Business School.  1:37 – Robb stated that burnout is a combination of factors for him, both as a business owner and as an employee. He discussed how to address this on both an employee and a company culture level, which he enjoys discussing. 3:25 – Brian also claims that burnout is usually caused by some kind of stressor, but not all stressors are the same. He has had some of his most energizing times when he worked the most hours and some of his most stressful times when he can't figure out what to do. 7:32 – Brian suggests that when an individual is experiencing burnout, he tries to retain them by providing them with a win-win benefit such as a conference or personal training exercise. This can help them get out of the office for a couple of days. 14:06 – Brian suggests looking into yourself to identify what is causing stress and burnout in your job. It could be the people you're working with or the person there, and it can be better if you get an action plan together to change the team's turnover rate. This way, no word will get out and you'll be better off for it when it's over. 15:28 – Robb says that if you can see burnout in yourself, you can also see it in your staff. If you don't deal with it head-on and find solutions, it will just grow worse and you'll start having nightmares about it.