MSP Business School

Show Website: https://mspbusinessschool.com/ Guest Name: Karla Reffold https://www.linkedin.com/in/karlareffold/ Company: Orpheus Cyber https://orpheus-cyber.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 Karla is the COO of Orpheus Cyber. Orpheus is a threat intelligence company with a SAAS platform that helps organizations manage their own risk, and that of their third parties, with an easy-to-understand cyber risk score. Prior to joining Orpheus, Karla founded the international recruitment business, BeecherMadden before overseeing their acquisition by Nicoll Curtin. As a Director for Nicoll Curtin, she expanded the company further before moving to the US to accelerate the growth of the American business. 2:55 – Karla shares her background and how she got involved with the MSP Marketplace. She made a shout-out to Mark of Appgate saying he is the person who opened the MSP door for her and introduced her to a variety of people, events, and other activities. 7:47 – Brian appreciates Karla's observation. Brian also emphasizes that the MSP market is starting to realize the importance of security. He also poses a question about Third-Party Risk and the matrix to be shared with the customer. 15:16 – Karla states that she was amazed to be able to watch teams go from one head of information security who couldn't obtain a budget to teams of 10 to 20 or more. 18:29 – Brian claims that even threats are constantly evolving, therefore they require the support of someone who can remain on top of it for them since MSP owners and teams already have too many responsibilities. He also asks Karla about MSPs collaborating with customers to help vendors better. 20:15 – Tim mentioned that he and Robb work more on the sales side, and he thinks that it'll be game-changing to find new ways to show vulnerabilities to prospects and ways that they can help.

Show Website: https://mspbusinessschool.com/ Guest Name: Nick Wolf https://www.linkedin.com/in/wolfnick/ Company: Evo Security https://www.evosecurity.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 Nick is the Director of Partner Acquisition at Evo Security, an Identity and access Management vendor for MSPs and MSSPs. Previously he worked at Datto for 9 years as one of their first employees and helped grow the company from being a startup to a successful exit of over $1 Billion. He also helped launch SKOUT Cybersecurity, an XDR vendor for MSSPs that was later acquired by Barracuda Networks in 2021. 3:31 Nick Wolf opens up about himself. He shares that he's been in the MSP industry for 13 years and he started way back in high school. He also talks about what he does and what his company offers. 7:41 Brian inquires about Nick's most memorable tales from the cyber world, prompting Nick to share some interesting and unforgettable experiences. In addition, Nick emphasizes the critical significance of identity protection in today's digital landscape. 12:06 Tim queries Nick about the company's aspirations for the next two to three years. Nick shares some of their future plans, collaborations, and partnerships. He also talks about how their products are revolutionizing the security industry. 18:49 Robb inquires about Nick's journey into Evo, to which Nick recounts how it all began through a LinkedIn connection with the CEO. Robb further expresses astonishment at the rapid growth of the company, noting that Evo has expanded its size by a remarkable factor in a relatively short span of time.

Challenge: We'd love to hear your pitches! If you can, send us a video of you, and let's have a pitch dissection series here at MSP Business School! 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 2:56 Brian introduces the topic of how to make elevated and effective pitches for MSP. Robb offers his perspective on the matter saying he has an advantage on this, given that their company offers a product that formulates concise 30-second pitches for clients. Nevertheless, he emphasizes that the dynamic changes when you're under the pressure of a ticking timer, underscoring the critical importance of preparedness and diligent practice. 4:30 Brian reflects on his past experiences in delivering sales pitches, pinpointing the challenge of condensing and selecting key elements within a timed presentation. Robb agrees with Brian saying that Tim and he even allotted 170 hours just to perfect the two decks they've meticulously crafted. Tim talks about how he did his 60-second pitch and shares some techniques. 12:49 Tim and Robb answer the question "What should an MSP think about when crafting a pitch?". Brian also added how important getting into the hook part fast when giving a pitch. 18:40 Robb probes Brian with a thought-provoking question: Which is the more intimidating challenge, the investor pitch or the MSP pitch? Brian responds candidly, and Robb, drawing from his own experiences, acknowledges the significant stress associated with these endeavors.

EP 165 - Sales Trend & Insights with Allison Trisko and Charlie Farris 1:15 Robb introduces the two guests, Charlie and Allison. They are both from OSR Manage. 1:58 Charlie talks about how Managed Service Providers (MSPs) can contribute to the efficient operation of a business. He also gives an example of how club members get membership in exchange for "protecting Member data" which indicates the importance of maintaining the privacy and security of sensitive member information. Since club members invest a significant amount of money for their membership privileges, it's crucial to safeguard their data and ensure a secure environment. 4:35 Tim pitches in and says there is a potential role for MSPs in the business, e.g., golf course. Even though colleges or universities might not be the primary targets for MSPs, it's still valuable for MSPs to explore opportunities in such diverse industries. 9:23 Tim highlights the growing acceptance of co-management, drawing parallels between industries with diverse revenue streams, and emphasizing the strategy of entering through specialized aspects and then expanding within different industries. 12:22 Charlie emphasizes how the specialized approach of MSPs in the country club industry is bringing about positive changes in how these clubs operate. When the MSPs effectively demonstrate the value they can provide, it leads to improved business processes, and this shift is more likely to occur when the clubs recognize the need for improvement and solutions to their challenges. 14:28 Allison discusses how contracts with private golf courses and MSPs work similarly to other businesses. It also encourages the idea of reaching out to golf courses beyond your immediate area, as there might be broader opportunities through associated courses in different states, which could potentially be served remotely. The importance of identifying challenges and building relationships is emphasized.

Show Website: https://mspbusinessschool.com/ Guest Name: Taher Hamid https://www.linkedin.com/in/taherhishamhamid/ Company: MSP Camp https://msp-camp.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 3:45 - Taher Hamid introduces himself. He talks about how they started with three people but now they have over 28 staff in a state-of-the-art building with amazing facilities. 6:53 - Robb asks about the number one mistake made during his first year. His biggest mistake, he says, was not learning enough. He also discusses how long it took him to land his first major client. Taher further explains how producing relevant content and attending various events may help with marketing. 10:18 - Taher discusses the MSP Camp and how helpful it would have been if he had known about it when he was just starting out. He also highlights how detailed and particular social media content should be in order to have a successful campaign. 16:33 When it comes to marketing, Brian agrees with Taher. Marketing should concentrate on "what do they care about?"". Robb adds that engaging in social media is also highly important. Tim expresses his observation that many MSPs do not have marketing staff or outsource marketing to a marketing business but do not devote enough effort to it. 19:37 Taher points out how important time is in marketing, "time is a strategy". 22:05 Taher talks about MSP Camp and what to do if you want to join in one.

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.