Uncle Marv's IT Business Podcast (Real Talk for IT Pros & MSPs)

Lori Hardtke is a solo MSP owner who has been in the IT industry for many years, working in various roles such as IT manager at large companies like Mayo Clinic. Over time, Lori realized that she didn't want the responsibility of managing employees and decided to run her business as a solo operation, leveraging subcontractors when needed.  In 2018, Lori came across the Profit First book by Michael Michalowicz and was initially hesitant to implement the system. However, in 2019, she decided to give it a try and was able to pay off a $19,000 credit card within four months of implementing Profit First. Lori was so impressed by the impact Profit First had on her business that she decided to become a certified Profit First professional and is now building a Profit First Academy to help other MSPs achieve profitability.  Lori emphasizes that the key to success with Profit First is trust in the system and the discipline to follow the recommended percentages for allocating funds to different accounts, such as profit, taxes, and marketing. She also highlights the importance of streamlining expenses and negotiating better deals with vendors, which can have a significant impact on the bottom line. Lori's own business is 100% remote, with her operating from Maui, and she has found success in presenting her business as part of a larger network of resources, rather than just a solo operator. Key Takeaways: Implementing the Profit First system can significantly improve profitability and cash flow for MSPsBecoming a certified Profit First professional can help MSPs guide other businesses through the Profit First implementation processStreamlining expenses, negotiating better deals, and presenting the business as part of a larger network of resources can all contribute to the success of an MSPShow Links:Lori's MSP Website: https://www.bytewize.net/Profit First for MSPs: https://www.profitfirst4msps.com/ === Show InformationWebsite: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

Uncle Marv's recap of the Channel Pro Live eventUncle Marv starts by discussing his recent trip to Channel Pro Live in Orlando, Florida. He shares his overall positive impression of the event, noting that the location, accommodations, and Wi-Fi were all satisfactory. The content and speakers were also well-received, with the keynote by Manuel Palachuk and panels featuring industry experts like Rayanne Buchianico, Eric Long, and Carlos Perez. Uncle Marv emphasizes that the event was not a "pitch fest" and provided valuable conversations for attendees.  Next, Uncle Marv shares a "junior story" about a client who has been with him for a long time but has consistently shopped around for cheaper services. When an employee filed a personal claim against one of the client's customers, the client wanted to know what files the employee had accessed, but Uncle Marv's team did not have the capability to track that level of detail. The client had previously declined to pay for additional features like 24/7 support and file monitoring, and Uncle Marv had to remind them that they were getting what they paid for. This led to a tense conversation, but ultimately, Uncle Marv engaged a digital forensic specialist to investigate the issue and will be implementing the additional tracking features the client now wants, at an additional cost. Uncle Marv emphasizes the importance of setting clear expectations and pricing with customers, as discussed on the All Things MSP show. He stresses the need to stand firm on pricing and not cave to customer demands for additional services without proper compensation. This episode serves as a cautionary tale for IT professionals and managed service providers to ensure they are properly managing customer expectations and pricing their services accordingly. Key Takeaways: Importance of setting clear expectations and pricing with customersNeed to stand firm on pricing and not cave to customer demands for additional services without proper compensationValue of providing high-quality content and avoiding "pitch fests" at industry eventsChallenges of managing client relationships and balancing customer needs with business requirementsLinks from the Show: Channel Pro Live Events: https://events.channelpronetwork.com/Learn about the Island Router: https://www.islandrouter.com/Florida Man Beats 5-Year Old for Watching PAW Patrol: https://tinyurl.com/4defyzddFlorida Man Kills Roommate over $1: https://tinyurl.com/3yka94xn === Show InformationWebsite: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

Uncle Marv and Tim Fitzpatrick dive into the challenges many MSPs face when it comes to marketing their businesses. Tim explains that the first step in developing a successful marketing strategy is to understand where the business is currently and where it wants to go. This involves identifying the target market, crafting the right messaging, and ensuring the offerings are aligned with the needs of the ideal clients. Tim cautions against the temptation to jump straight into marketing tactics, such as social media or paid advertising, without first establishing a solid strategic foundation. He emphasizes that "hope is not a marketing strategy" and that MSPs need to take a more focused and targeted approach to their marketing efforts. Tim suggests that MSPs should avoid getting caught up in the latest marketing trends and instead focus on the channels and activities that resonate with their specific target audience, even if that means avoiding certain platforms or tactics. The discussion also touches on the importance of profitability over top-line revenue when evaluating client relationships. Tim agrees with Uncle Marv's experience of needing to "fire the big whales" - clients that generate a significant portion of revenue but are not profitable. This aligns with the strategic approach to marketing, as MSPs should be attracting the right type of clients, not just any clients. Key Takeaways: Develop a marketing strategy that aligns with your business goals and target audienceAvoid jumping straight into marketing tactics without a solid strategic foundationFocus on the marketing channels and activities that resonate with your ideal clientsPrioritize profitability over top-line revenue when evaluating client relationships=== LinksRialto Marketing Website: https://www.rialtomarketing.com/Rialto Marketing Podcast: https://www.rialtomarketing.com/rialto-marketing-podcast/Revenue Roadblock Scorecard: http://revenueroadblockscorecard.com/ === Show InformationWebsite: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

Strap in for a strategic deep dive into the world of help desk management, where I reveal how transitioning to a specialized team structure can turn your service from satisfactory to exceptional. We navigate the shift from generalist to niche expert pods, ensuring that your team is not just dealing with the day-to-day but excelling in their specialized fields, from healthcare to banking. It's more than just technical know-how; it's about crafting a client experience that sticks, and I'm spilling the beans on the tools and tactics that can get you there. Brook and Coach start by discussing the different approaches MSPs can take when formalizing their help desk operations. Brook Lee emphasizes that there is no one-size-fits-all solution, and the approach should be tailored to the size, maturity, and client needs of the MSP. Outsourcing the help desk can be a viable option, especially for smaller MSPs where the technicians are often out on-site with clients. However, Coach cautions that outsourcing comes with its own financial considerations and that partnering with another solo technician can also be an effective interim step before building an in-house help desk. Regardless of the approach, they both agree that establishing clear processes, procedures, and standard operating procedures (SOPs) is crucial. This "tribal knowledge" needs to be documented so that new hires or outsourced providers can quickly get up to speed and provide consistent support. As the MSP scales, the panel discusses the benefits of transitioning from a single help desk queue to a more specialized, tiered model where technicians can focus on their areas of expertise. This not only improves efficiency but also allows the MSP to charge higher rates for their specialized support. The discussion then turns to the importance of using metrics and key performance indicators (KPIs) to drive help desk efficiency. Brook and Coach share strategies for setting realistic service level agreements (SLAs) and using automation to escalate tickets that are at risk of missing their SLAs. They also highlight how these metrics can be used to motivate and upskill help desk technicians, rather than just as a punitive measure.Wrapping things up, we talk numbers—but not just any numbers. We're focused on the KPIs and SLAs that will make or break your help desk's reputation for rapid and reliable service. You'll walk away with actionable insights on nurturing both employee satisfaction and customer loyalty, guaranteeing a win-win scenario for your MSP business. Key Takeaways: There is no one-size-fits-all approach to help desk operations; the solution should be tailored to the MSP's size, maturity, and client needsEstablishing clear processes, procedures, and SOPs is crucial for scaling help desk operationsTransitioning to a tiered, specialized help desk model can improve efficiency and allow for higher billing ratesMetrics and KPIs should be used to drive help desk efficiency and motivate technicians, not just as a punitive measureLinks from the show:PIA website: https://pia.ai/Florida Man Accused of using kids to collect money for fake charity: https://tinyurl.com/yctme4p3  === Show InformationWebsite: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

Join the revolution of IT as we chat with Jeff Bishop from ConnectWise, who lifts the veil on the future of automation and AI. Our conversation takes off from a tale of a complex client relocation, seguing into Jeff’s exciting reveal of ConnectWise's latest innovations in robotic process automation. Jeff describes how their RPA solution goes beyond just bots, also including more comprehensive workflow automation capabilities that can be triggered by various inputs like web hooks or forms. He emphasizes how these tools are designed to save time and increase efficiency for MSPs.Jeff also introduces ConnectWise's new AI assistant, Sidekick, which is being integrated across their entire product suite. Sidekick leverages machine learning to augment tasks like ticket triage, calendar management, and opportunity analysis. Jeff explains how Sidekick is part of their "hyper automation" strategy, where AI complements human efforts by automating repetitive tasks. Key TakeawaysConnectWise is relaunching Automation Nation as a quarterly event focused on their automation and workflow toolsTheir RPA and workflow automation offerings go beyond just bots, providing comprehensive automation capabilitiesConnectWise is integrating AI through their Sidekick assistant across their product suite to enable "hyper automation"Gathering partner feedback is crucial to ensure these new AI-powered features meet the needs of MSPsLinks from the showFlorida Man Stopped from taking teen to furry convention: https://tinyurl.com/4r4n7j76Video version: https://tinyurl.com/bddze8e3Florida Woman Arrested for Playing "21" at Walmart: https://tinyurl.com/23m7bdsxChannel Pro Live in Orlando, April 10-11, 2024: https://orlando.channelpronetwork.com/e/2138610102Pax8 Beyond Conference in Denver, June 9-11, 2024: https://www.pax8beyond.com/Techcon Unplugged in Hanover, MD, September 12-14, 2024: https://techconunplugged.com/  === Show InformationWebsite: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

The episode begins with Uncle Marv introducing the "star-studded crew" of guests, including Jerry Koutavas, the president of ASCII, Jessie Devine, the VP of Channel Development at ASCII, and Sue Trahant, an MSP owner who has been involved with ASCII for over 20 years. This episode isn't just a walk down memory lane; it's a master class in community building and strategic foresight.  Jerry reflects on ASCII's 40-year journey, highlighting the camaraderie and "scar tissue" that the group's members have built up over the years as they've navigated vendor changes, distribution issues, and other industry challenges. Jessie Devine, who joined ASCII during the COVID-19 pandemic, shares her perspective on the organization's evolution, noting that while the group has changed over the past 10 years, its core mission of supporting MSPs has remained constant. She emphasizes the importance of ASCII's role in providing guidance and resources to its members, especially during difficult times. Sue Trahant, whose company Land Computers has been an ASCII member for over 22 years, discusses the value the group has provided, from the initial boot camps and vendor connections to the ongoing support and camaraderie. Sue offers a seasoned perspective, highlighting how ASCII has helped shape the direction of her business and the industry as a whole. Hear about the immense benefits and thought leadership ASCII brings to the MSP community, from peer accountability groups like ASCII Spark to our steadfast commitment to vendor neutrality. We also delve into the crucial role of MSPs in an era of rapid technological advancement, emphasizing the importance of maintaining relevance amid disruptive innovations. Key TakeawaysASCII has been a valuable resource for MSPs and IT professionals for 40 years, providing support, connections, and a sense of community through industry changes and challenges.The organization's focus on supporting its members and advocating for the industry has been a constant throughout its evolution.ASCII's programs and benefits, including exclusive vendor partnerships, peer accountability groups, and business resources, offer significant value to its members.The group's leadership and culture, exemplified by figures like Alan and Jerry, have been instrumental in fostering the organization's close-knit, supportive environment. === Show InformationWebsite: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

When Paco LeBron and Rick Smith from MSP Unplugged drop by, you know you're in for some real talk about the tech industry's heartbeat—community and collaboration. Ever wondered what sets apart the most successful MSPs? It's the power of a strong, supportive community. Discover the power of unity in the MSP space, as we reminisce about the formation of MSP Unplugged and its evolution from Podnutz. We highlight the pivotal role smaller MSPs play in the industry, bringing agility and the ability to harness modern technologies to compete with larger firms. We also shine a light on the transformative experiences of tech conferences like TechCon Unplugged, where the sharing of knowledge and the formation of professional bonds flourish in an environment of equality among MSPs, vendors, and speakers.Key Takeaways: Community, knowledge sharing, and opportunities in the MSP industry foster growth and collaboration among peers.Tech conferences bring people together, forming lasting connections and celebrating accomplishments, despite challenges and unforeseen issues.TechCon Unplugged offers value and partnership, and attendees give back out of passion.=== Links from the showNews: AT&T data leak affects 73 million users: https://tinyurl.com/28p37avcFlorida Man shoots roommate 10 times because of cats: https://tinyurl.com/55fbm2rz === Show InformationWebsite: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

Planning for Business Exit and ProfitUnlock the secrets to a profitable business exit with Rayanne Buchianico in a conversation that will leave you with a blueprint for success. We dissect the crucial yet often neglected aspect of starting your IT or MSP business with the ultimate exit in mind. Grasp the impact of sudden events like health issues that can expedite the need to sell and discover how to build a company that flourishes without you at the helm, drawing wisdom from "Built to Sell" to make your business a hot commodity for potential buyers.Understanding EBITDA for Business ValuationThe conversation highlights the importance of maintaining organized financial records, documented procedures, and corporate governance to facilitate a smooth transition or sale of the business. Moreover, Rayanne provides insights into valuation methods such as EBITDA multiples and discounted cash flow analysis, stressing the need for businesses to understand their worth objectively. Wrapping up this rich conversation, we concentrate on the importance of keeping your financial books transparent and pristine, particularly when eyeing a future sale. Emphasizing the necessity of separating personal and business finances, we explore the realistic expectations of selling your business and the financial nuances that follow. For those caught unprepared, we discuss selling customer accounts as a possible expedient option. Tune in and equip yourself with the knowledge to supercharge your success and ensure your business's longevity and profitable exit strategy.Key Takeaways: Importance of exit planning and preparing a business for future transitions.Understanding valuation methods like EBITDA multiples and discounted cash flow analysis.Emphasizing the significance of maintaining organized financial records and operational procedures.Long-term planning strategies to enhance business value and readiness for potential exits. === Show InformationWebsite: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

MSP Money Management TipsIn this insightful episode, Rayanne Buchianico emphasizes the significance of implementing an accounting system from the start to track income and expenses effectively. She highlights the need to differentiate revenue streams like products, services, and professional services to understand margins and costs better. By setting clear financial goals and regularly reviewing benchmarks, businesses can ensure financial stability and growth. Rayanne's expertise shines through as she shares practical advice on structuring accounting systems, separating direct costs from fixed expenses, and aligning financial goals with revenue targets. Listeners gain valuable insights into managing income accounts, cost of goods sold, and overhead expenses to optimize profitability in their IT businesses. By focusing on key financial metrics and maintaining a balance between revenue streams, IT professionals can enhance their financial management practices for long-term success.Our financial journey doesn't stop at the basics; we also tackle the creation of a clean and practical Profit & Loss statement. Learn how pinpointing expenses can lead to better decision-making and the role of tools like QuickBooks in keeping bookkeeping a breeze. Whether it's reaching that coveted monthly recurring revenue target or understanding the sweet spot for profit margins, this episode is an indispensable guide for any MSP looking to turn a profit and scale up with confidence.=== Key Takeaways Implement an accounting system early on to track income and expenses efficiently.Differentiate revenue streams like products, services, and professional services to understand margins and costs.Set clear financial goals aligned with revenue targets for business growth.Regularly review benchmarks such as gross profit margin and net income percentage for financial health.=== Links from the showABC Solutions, LLC: https://abcsolutionsfl.com/ === Show InformationWebsite: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

MSP Financial Tips for SuccessThis week, I'm joined by Raffi Jamgotchian, a masterful MSP who's carved out a niche in safeguarding financial firms. Raffi shares insights on operational efficiency, long-term value building, budgeting strategies, debt management, and the importance of flexibility in adapting to market changes.The heartbeat of any business is its cash flow, and we're not shy about diving into the deep end. I lay bare my own transformation with the Profit First system, a method that's reshaped the way I manage money within my company. It's a candid reflection on fiscal discipline, punctuated by the importance of sticking to a budget and the lifeblood of regular financial reviews. Raffi and I share the nuggets of wisdom to keep your MSP's pulse steady and strong, because when the cash flow is healthy, so is the business. Raffi delves into the importance of long-term value creation, stressing the need for businesses to think strategically about their future growth and financial stability. The discussion extends to practical budgeting techniques, debt management strategies, and the value of flexibility in responding to market dynamics for sustained success.=== Links from today's showTriada Networks: https://triadanet.com/ === Show InformationWebsite: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast