The IT Experts Podcast – Details, episodes & analysis

We kicked off with a straightforward explanation of what the dark web actually is. Tony clarified the distinctions between the open web (the visible internet we all use daily), the deep web (pages that aren’t indexed by search engines and require authentication, like online banking portals), and the dark web. The dark web is a hidden section of the internet that’s intentionally obscured and often requires specific software, like Tor, to access. While it’s not exclusively for criminal activity, the dark web is a hub for illegal activities, data trading, and stolen information—everything from personal credentials to corporate data can be bought and sold there. 

Tony shared why MSPs should be particularly concerned about dark web monitoring. He emphasised that most MSP clients don’t realise just how vulnerable their data is or how easily it can end up on the dark web after a breach. He recounted how MSP Dark Web was born out of frustration with other vendors and security tools, which weren’t doing enough to protect his clients. Now, his platform allows MSPs to monitor their customers’ domains and personal emails to detect stolen credentials and alert clients before damage is done. With Tony’s dark web monitoring service, MSPs can see if sensitive client information is being circulated on the dark web and act quickly to advise their clients on securing or updating their credentials. 

One of the core themes we discussed was how to present this information to clients. For many business owners, technical jargon about dark web monitoring or data breaches goes over their heads. Tony shared that MSP Dark Web provides a comprehensive marketing toolkit for MSPs, which includes email templates, leaflets, and other resources to help MSPs communicate the importance of dark web monitoring in a simple, understandable way. This helps MSPs position dark web monitoring as a proactive, essential service that can protect businesses from potential cyber threats. 

During our chat, Tony highlighted a sobering statistic: his database contains 149 billion emails and 88 billion passwords from data breaches worldwide, and this number grows every day as new breaches occur. His platform also tracks “session cookie data”—which can allow attackers to access accounts even if two-factor authentication (2FA) is enabled. This was a real eye-opener, and Tony advised listeners to avoid the “remember me” option on websites and to regularly clear their browser’s cache and cookies. These steps may seem small, but they can make a big difference in protecting your information from dark web exposure. 

Another crucial point Tony shared is the importance of educating clients about the risks associated with reusing passwords. If a password is stolen from one site and a client uses that same password elsewhere, cybercriminals can potentially access multiple accounts. Dark web monitoring allows MSPs to detect compromised credentials in time for clients to change their passwords, rendering the stolen data useless. 

We also delved into the misconceptions around cybersecurity stacks, particularly the tendency of MSPs to “stack fiddle,” as Paul Green has called it. This occurs when MSPs add endless layers of security tools without a cohesive strategy. Dark web monitoring doesn’t necessarily overlap with other cybersecurity measures in an MSPs stack; it complements them by focusing on external threats. Rather than just looking at data within a business, dark web monitoring looks outward, alerting MSPs to information that might have been exposed in breaches they wouldn’t otherwise be able to track. 

Towards the end of the episode, Tony emphasised the growing importance of dark web monitoring for everyone—not just those with large bank accounts. Cybercriminals don’t just target wealthy individuals; anyone can become a victim. For instance, attackers can exploit simple pieces of personal information, like a preference for dogs over cats, to manipulate victims. This was a stark reminder that every MSP should consider dark web monitoring as an essential part of their security offering. 

In summary, Tony Capewell made a compelling case for why dark web monitoring is a must-have service for MSPs. It’s not just about selling a new tool; it’s about proactively protecting clients and building trust. With resources like MSP Dark Web, MSPs can offer their clients peace of mind by ensuring that if their data does appear on the dark web, they’re immediately informed and can take action to secure their information. If you’re an MSP looking to strengthen your cybersecurity stack and communicate its value to clients, dark web monitoring could be the solution you need. 

Connect with Tony Capewell through their website by clicking HERE 

For full details of our Business Blueprint Workshop on Tuesday 3rd December, click HERE. 

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK 

And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads. 

OR  

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE 

Until next time, look after yourself and I’ll catch up with you soon!

Our conversation opens with Josh explaining why so many MSPs find recruitment such a challenging task. He points out that MSPs often carry a reputation for intense, fast-paced environments that might deter potential candidates who are looking for a better work-life balance. This, coupled with the industry's persistent skills shortage, makes recruitment even more complex for MSPs. Josh goes on to share insights on what MSPs can do to tackle these obstacles head-on, starting with how they present themselves to potential recruits. He notes that recruitment in many ways mirrors marketing, as it requires MSPs to sell not only the role but also their culture and work environment. An effective job advert, according to Josh, is not merely a list of required skills; it’s an opportunity to communicate the unique qualities of your MSP and why it’s a great place to work. This simple but often overlooked detail can make all the difference in attracting the right candidates, especially if you can convey the potential for career progression and the supportive, dynamic atmosphere within your MSP. 

A significant part of the discussion centres around the value of using free advertising options effectively. Job boards like Indeed and Glassdoor can be valuable resources, but Josh cautions against simply copying and pasting job descriptions without thought. He advises MSPs to craft engaging, well-written adverts that highlight what’s appealing about working for their business, from the types of clients they work with to the opportunities for professional growth within the MSP. To avoid being swamped by unqualified applicants, Josh suggests using screening questions on job boards that encourage candidates to provide more than a yes-or-no response, allowing you to quickly gauge their enthusiasm and suitability for the role. 

We also explore the benefits of using your website and social media as free recruitment tools. Josh points out that MSPs often overlook the value of advertising open roles directly on their website, which not only attracts candidates but also demonstrates to clients that the MSP is growing and investing in its future. Additionally, Josh emphasises the importance of using social media platforms like LinkedIn to showcase your MSP’s culture. Posting about company events, employee achievements, and team-building activities provides potential candidates with a glimpse into life at your MSP and can be a powerful way to attract people who align with your company values. LinkedIn, originally created as a recruitment platform, remains a crucial space for MSPs to build their brand and engage with potential recruits. 

Once candidates start applying, having a structured interview process becomes essential. Josh and I agree that a structured interview ensures consistency and makes it easier to assess candidates against the skills and qualities you need. Josh advises having a well-defined process that includes a mix of technical and aptitude-based questions to help you understand the candidate’s diagnostic skills and approach to problem-solving, which are crucial for roles in MSPs. Another helpful tip is to ask candidates about their proudest achievements and challenges they’ve faced, as this can reveal how they may perform under the demands of an MSP environment. As Josh explains, the goal is not to trip candidates up but rather to understand their strengths and gauge whether they’d thrive in the role. 

As we discuss interview techniques, we touch on the importance of selling your MSP to the candidate during the interview. In today’s competitive market, candidates are evaluating potential employers just as much as they are being evaluated themselves. By sharing your MSP’s vision, the benefits of working with your team, and how you support employee growth, you leave candidates with a positive impression and a better sense of what your MSP can offer them in the long run. This episode provides several steps that MSPs can implement to improve their recruitment process without incurring additional costs. From leveraging social media to carefully structuring interviews, these strategies not only help MSPs recruit more effectively but also enhance the overall perception of their brand. 

Now that you know how to recruit for free, listen on to Episode 164, You’ve Found the Right Candidate… Now What? with Meg Fenney, where we dive into onboarding strategies and how to nurture your new hires once they’ve joined your team. This episode complements today’s discussion by helping you make the most out of the talented individuals you bring into your MSP. 

You can reach out to Josh Wood through his LinkedIn profile HERE or you can also email him at josh.wood@beaumont-it.co.uk   
Check out Beaumont IT through their website HERE. 

For full details of our Business Blueprint Workshop on Tuesday 3rd December, click HERE. 

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK 

And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads. 

OR  

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE 

Until next time, look after yourself and I’ll catch up with you soon!   

One of the key takeaways from our conversation is the importance of understanding whether bidding is right for your MSP. Louise Howson made it clear that bidding isn't just for the big players. Smaller MSPs can absolutely take part and succeed in this process, provided they approach it with the right mindset and preparation. She emphasized that while bidding can seem risky and time-consuming, there are plenty of opportunities in both the public and private sectors that are more accessible and less intimidating than you might think. The trick is to recognise when a tender is worth pursuing and when it might just be a time-wasting exercise.

Louise shared some fantastic advice on how to determine if a bid is genuine or simply a fishing expedition. If a proposal seems to come out of the blue with tight deadlines, it’s important to trust your instincts. If the requirements aren’t fully fleshed out or the request seems vague, it might be a red flag that the client is either unsure of what they want or just looking to compare prices. Louise advised that you should always weigh up the potential return on investment before committing significant time and resources to a bid.

We also discussed the practicalities of bid writing. Louise Howson is a big advocate for building a bid library—a collection of pre-prepared answers and documents that you can tailor to specific bids. This not only saves time but also ensures consistency and quality across your submissions. She highlighted the importance of clearly documenting your services and understanding how they help your customers. It's not just about what you do, but how it benefits the client. This is a drum we often beat here at IT Experts—knowing your value proposition inside out is key to success, whether you’re marketing your services or bidding for new business.

Louise also touched on the importance of preparation. She likened the bidding process to a project, where planning is everything. From checking the timelines and ensuring you have the right team in place, to thoroughly reading and understanding the questions and the scoring matrix—these steps are crucial. One of her top tips is to leave enough time for someone else to review your bid. Fresh eyes can catch mistakes and ensure that your responses are clear and aligned with the client’s needs.

And for those wondering about the role of AI in bid writing, Louise Howson advises some caution. While AI tools like ChatGPT can be helpful in overcoming writer’s block or providing a framework for your answers, they shouldn’t be relied on entirely. A human touch is essential to ensure that your bid is tailored and genuinely answers the client’s questions. Over-reliance on AI can lead to generic, fluff-filled responses that won’t stand out in a competitive tendering process.

So, if you're an MSP considering getting into the world of bidding or looking to improve your success rate, this episode is packed with practical advice. From qualifying opportunities to preparing your bid and avoiding common pitfalls, Louise’s insights can help you navigate the process with confidence. Remember, even if you don't win a bid, the experience and feedback can be invaluable for future opportunities. 

If you need help with your bidding strategy, you can connect with Louise Howson on LinkedIn here or through her website HERE.

Want to be part of the IT Experts Podcast AND win a £200 Amazon voucher? Drop your question HERE

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK 

And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people, and generate more leads. 

OR  

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE 

Until next time, look after yourself and I’ll catch up with you soon!  

In this episode, we learn how being a member of The MSP Growth Hub helped influence the transformation Simon’s business. Simon shares how revamping his business model, making strategic hires and implementing robust systems allowed him to step back without sacrificing service quality or business growth. His story is a testament to the power of strategic planning and the right support, proving that MSPs can indeed flourish financially whilst achieving a better work-life balance. 

Simon’s journey with The MSP Growth Hub began in 2019. At that point, his business, which had been operating for over two decades, was feeling the strain of a classic owner-operated model—intense, hands-on, and leaving little room for personal time or strategic development. Cipher IT was a typical lifestyle business until embracing the structured support at the Growth Hub, which helped propel it into the realm of a 7-figure MSP. Simon credits the Growth Hub with providing the insights and accountability needed to pivot from daily operations to a more strategic role. 

A pivotal element of Simon’s success was adopting the "Owner Not Needed" philosophy, which is central to our teachings at the MSP Growth Hub. This approach focuses on building a business that works for you, rather than you for it. For Simon, this meant restructuring his team, delegating technical tasks, and stepping into a more visionary role, focusing on sales and future growth while trusting his team with the operational reins. 

Throughout the episode, Simon discusses the specific strategies and changes that facilitated his shift to a four-day work week without compromising business performance or client satisfaction. His ability to maintain a 7-figure MSP while enhancing his quality of life is inspiring. It highlights the effectiveness of having a reliable team, understanding your business metrics, and having a steady flow of leads—all ingredients for a successful MSP. 

Listeners will gain insights into how structured off-grid times, strategic team meetings, and clear delegation can transform an MSP from a demanding day-to-day grind to a more balanced and profitable business. Simon’s story is packed with practical tips for MSP owners who aspire to scale their operations while also reclaiming their time—making this episode a must-listen for ambitious entrepreneurs. 

Simon’s journey from hands-on technical work to strategic management showcases the growth potential within the MSP sector when driven by informed leadership and robust support systems like those provided by the MSP Growth Hub. His success story not only motivates but also serves as a blueprint for other MSP owners aiming to scale their businesses to 7-figure revenues without sacrificing their personal lives. 

For those looking to replicate Simon’s success, the key takeaway is the importance of aligning team roles with business goals, focusing on strategic delegation, and making time to work on the business rather than just in it. Simon’s transformation into a 7-figure MSP leader who enjoys a four-day work week is not just aspirational but achievable with the right guidance and mindset. 

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK 

And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads. 

OR  

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE 

Until next time, look after yourself and I’ll catch up with you soon!   

During one of our recent two-day intensive sessions, Julie shared some statistics about MSP leaders and their lack of regular one-to-ones with their teams. Shockingly, only about 50% of those in the room admitted to conducting regular one-to-one meetings with their team members. This means that half of them are missing out on a golden opportunity to build trust, enhance performance, and foster a culture of accountability and autonomy.

Julie Hutchison emphasised the importance of these conversations, highlighting that as your business grows, so does your need to rely on your team. You can't do everything yourself, and the key to scaling successfully is to build a team that is not only capable but also confident and collaborative. By conducting regular one-to-ones, you create a space where team members feel heard and valued, which in turn encourages them to take ownership of their roles.

A key takeaway from our conversation is the idea of being "interested, not interesting." Julie pointed out that many leaders avoid conversations with their team because they feel they don't know what to say or fear conflict. But the beauty of these meetings is that they're not about delivering grand speeches or only addressing issues; they're about listening. Julie Hutchison advises approaching these conversations with genuine curiosity about what your team members have to say. Ask them about their goals, what they're working on, and how they feel about their progress. It's about building trust by showing that you care about their input and development.

One of the key points Julie made was that regular one-to-ones should not be seen as formal, intimidating events. Instead, they can be casual conversations, whether in the office, over coffee, or even during a car ride. The important thing is to create opportunities for dialogue, where team members can express their thoughts and ideas freely. This approach not only takes the pressure off both parties but also encourages a culture of open communication and continuous improvement.

Another gem from Julie Hutchison was her advice on the "coaching style" of conducting one-to-ones. This involves using a framework like the GROW model, which encourages team members to reflect on their goals, assess their current situation, explore options, and commit to action steps. By guiding them through this process, you're not just telling them what to do; you're helping them develop problem-solving skills and a sense of responsibility for their own growth.

It's important to remember that these conversations are not just about addressing problems. They're also about recognising achievements, sharing updates on company goals, and aligning everyone with the business vision. When team members understand the bigger picture and see how their work contributes to it, they become more engaged and motivated to succeed.

Julie Hutchison's insights highlight the transformative power of communication in building a high-performing team. By making regular one-to-ones a priority, you're investing in your team's development and, ultimately, the success of your business. So, if you're an MSP leader who's been avoiding these conversations, take that first step today. Book that initial meeting, keep it informal, and focus on listening and learning from your team. As Julie wisely said, be interested, not interesting. This simple shift in mindset can lead to a more empowered, engaged, and effective team.

Remember, building a business that works for you starts with creating a team that can thrive without you constantly steering the ship.

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK

And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.

OR

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE

Until next time, look after yourself and I’ll catch up with you soon!

Seamus Lennon, VP of Operations at ThreatLocker, joins us to debunk common security myths and reduce the anxiety many MSPs feel about their security measures. Based in Dublin, with their headquarters in Florida, ThreatLocker has been at the forefront of zero trust endpoint security solutions for over eight years. With a rapidly growing team and an impressive client base of over 50,000 businesses that they work with, ThreatLocker is a significant player in the cybersecurity industry.

The current threat landscape is evolving rapidly, with a 48% increase in ransomware attacks (Q1 2024 alone) since last year. Modern ransomware attacks now often involve data exfiltration, making them even more damaging. This shift means that MSPs need to focus not only on preventing downtime but also on protecting their clients' data from being stolen. MSPs must be vigilant as attackers are using legitimate software tools like PowerShell and 7-Zip to carry out malicious activities, therefore bypassing traditional antivirus measures.

One of the key takeaways from our conversation is the importance of a layered security approach. Seamus emphasizes that relying solely on traditional security measures like antivirus software is no longer sufficient. MSPs should start by reviewing their security layers and ensuring they have comprehensive coverage that includes endpoint protection, application allowlisting, and elevation control to manage administrative privileges. These layers work together to block threats and restrict unnecessary access, significantly reducing the risk of breaches.

When considering what cybersecurity products and solutions MSPs really need, Seamus recommends focusing on tools that provide real-time monitoring and response capabilities. ThreatLocker stands out by offering continuous support and education for their clients. Each client is assigned a dedicated Solution Engineer who helps implement the security solutions to their fullest potential. This ongoing partnership ensures that the security measures remain effective and up-to-date, reducing the risk of vulnerabilities due to incomplete implementations.

Implementing and maintaining a robust security stack can be daunting, especially for MSPs juggling multiple responsibilities. ThreatLocker’s 24/7 monitoring service detects and flags suspicious activities in real-time, providing MSPs with immediate notifications and support. This proactive approach helps MSPs stay ahead of potential breaches and ensures a swift response to any incidents, further reducing security anxiety.

Knowing that their security stack is working effectively is crucial for MSPs to sleep better at night and eradicate worry. ThreatLocker’s application allowlisting and elevation control features are designed to block threats by allowing only trusted applications to run and restricting unnecessary administrative privileges. Additionally, their geo-restriction feature limits access to the system based on geographic locations, ensuring that only authorised personnel can access the security settings.

The impact of getting security wrong can be devastating. Without proper protection, businesses can suffer significant data breaches, financial losses, and reputational damage. Seamus shared an example of a client who experienced repeated ransomware attacks, highlighting the importance of comprehensive security measures and ongoing vigilance.

For MSPs looking to leverage ThreatLocker as a sales tool, Seamus suggests focusing on the business benefits of enhanced security. By demonstrating how ThreatLocker’s solutions can protect clients from data breaches and ransomware attacks, MSPs can build trust and highlight the value of their services. This approach not only helps in acquiring new clients but also strengthens relationships with existing ones. 

In conclusion, the episode with Seamus Lennon from ThreatLocker provides a wealth of information for MSPs looking to eliminate security anxiety. By adopting a layered security approach, leveraging ThreatLocker’s continuous support and monitoring services, and educating clients on the importance of robust security measures, MSPs can significantly enhance their security posture. As cyber threats continue to evolve, staying informed and proactive is crucial. ThreatLocker offers the tools and expertise needed to navigate this complex landscape, ensuring that MSPs can focus on growing their businesses without constantly worrying about security breaches.

If you want to follow up with Seamus directly, then you can find him HERE on LinkedIn 
or to get a FREE demo of the system to see if it's the right product for you, then click HERE. 

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK 

And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads. 

OR  

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE 

Until next time, look after yourself and I’ll catch up with you soon!  

Stuart started by setting the scene with a fundamental truth: time is our only finite resource. Whether you're scaling your MSP to that first £1,000,000 milestone or pushing towards the £5,000,000 mark, the effective management of your time can be a game-changer. Stuart reminded us that the key to making a significant impact is to be intentional with our time. Without deliberate planning, it’s easy to get stuck in a cycle where every day feels like Groundhog Day – a bit better or worse, but fundamentally the same, with little progress towards your long-term goals. 

One of the major takeaways from our discussion was the concept of being deliberate about planning. Stuart emphasised the importance of starting with a big-picture view – planning for the year, then breaking it down into quarters, months, weeks, and finally, days. This backward planning ensures that each day’s activities align with your larger goals. It’s about chunking down those big annual plans into manageable daily tasks. 

Stuart highlighted the need for a "default diary" – a pre-planned schedule that prioritises both personal and professional commitments. He suggested starting with your non-negotiables, like holidays and key meetings, and then fitting in your work around these fixed points. By doing so, you ensure that critical personal time is protected, and you can better allocate your remaining hours to productive activities. This practice not only helps in maintaining a work-life balance but also ensures that your professional time is used effectively. 

The conversation also touched on the importance of carving out specific times for different types of work. Stuart suggested dividing your week into blocks dedicated to directional activities, thinking and strategy, and routine admin tasks. By setting aside focused time for high-impact projects, you can make significant progress without getting bogged down by daily operational distractions. This approach is particularly beneficial for MSP owners transitioning from doing everything themselves to managing and eventually directing their teams. 

A recurring theme in our chat was the need to reduce interruptions and maintain focus. Stuart provided practical tips, such as working from home or a different location to avoid office distractions. If working remotely isn’t an option, he recommended setting clear boundaries in the office. For instance, using visual cues like a closed door to signal you’re not to be disturbed can be very effective. Training your team to respect these signals and scheduling regular times when you’re available for questions can help in managing interruptions without losing control of your schedule. 

Stuart and I also discussed the psychological impact of small wins. By focusing on three key tasks each day, MSP owners can create a sense of accomplishment and momentum. These tasks should be significant enough to move the needle but not so overwhelming that they feel insurmountable. This strategy helps in breaking down larger projects into manageable pieces, making it easier to maintain focus and achieve consistent progress. 

In conclusion, taking back control of your week involves a blend of strategic planning, disciplined execution, and the ability to set and maintain boundaries. Stuart’s insights are a reminder that with intentionality and deliberate action, MSP owners can transform how they manage their time and, as a result, their businesses. 

Remember that making these changes won't happen overnight. Start small, build habits, and gradually reclaim your time. 

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK 

And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads. 

OR  

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE 

Until next time, look after yourself and I’ll catch up with you soon!

Ian begins by emphasising the importance of habits in maintaining consistent progress. He notes that while annual goals often lose their momentum as life’s demands take over, small daily habits can keep individuals aligned with their vision and help them stay on track. 

Introducing the gap and the gain concept by Dan Sullivan, Ian explains that many people measure their progress by the gap between where they are and where they want to be, leading to frustration and disappointment. Instead, he suggests measuring the gain—looking back at achievements to boost confidence and motivation. 

Ian highlights the significance of being present both at home and in the workplace. Consistency in team interactions, valuing their time, and following through on commitments can have a profound impact. Simple habits like checking in on tasks, promptly actioning emails, and scheduling off-grid time can significantly enhance productivity and satisfaction. 

He also discusses the importance of stepping out of comfort zones and into growth zones. This transition involves overcoming fear and learning new skills, leading to greater achievements. Breaking tasks into smaller, manageable chunks and focusing on immediate returns can help maintain momentum. 

Ian shares a personal example of overcoming his aversion to reading. By starting with just a few minutes a day and gradually increasing the time, he managed to read an entire book during his holiday. This not only improved his sleep but also his knowledge and motivation. He encourages tracking habits, whether through a simple checklist or by using habit stacking techniques, to reinforce positive behaviours. 

Drawing from the MSP Growth Hub intensive sessions, Ian notes the tremendous feedback from clients who implement these small but powerful habits. By maintaining momentum between sessions, clients achieve remarkable results. The structured approach supports continuous improvement and keeps individuals on their trajectory towards their goals. 

Finally, Ian emphasises the importance of measuring performance and staying accountable. Consistently tracking and reporting progress accelerates performance. Forming great positive habits, living in the gain, and understanding that there are no losers, only learners, are key takeaways from this episode. 

In conclusion, forming and maintaining positive habits can have a massive impact on life and business. By taking deliberate actions, surrounding oneself with supportive people, and continuously measuring progress, listeners can move from a state of overwhelm to one of significant achievement.  

This episode is a motivational call to action, encouraging listeners to build great habits, stay deliberate, and keep moving forward. 

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK 

And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads. 

OR  

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE 

Until next time, look after yourself and I’ll catch up with you soon! 

Being a workplace mediator and mediation trainer, Julie Hutchison brings us a wealth of experience. She has seen it all, from minor office spats to full-blown conflicts. Her insights into dealing with toxic employees are invaluable for anyone looking to maintain a harmonious and productive workplace. 

We started by defining what we mean by toxic employees. According to Julie Hutchison, the term “toxic” might be a bit harsh, but it’s widely understood. Toxic employees are those who drain energy, sow discord, and generally make like difficult for their colleagues. They might be resistant to change, habitually negative, or outright confrontational. The impact of such behaviour can be devastating, affecting team morale, productivity, and ultimately, the profitability of the business. 

Julie Hutchison emphasised the importance of addressing these issues head-on. Avoidance, she noted, only leads to more significant problems down the line. As leaders, it's our responsibility to tackle these situations with empathy and clarity. Julie advised using the BIN model – Behaviour, Impact, Need – as a framework for these tough conversations. This model helps to depersonalise the issue and focus on specific behaviours and their impacts, making it easier to articulate the need for change. 

We discussed the importance of understanding the underlying causes of toxic behaviour. Julie Hutchison pointed out that these employees might be reacting to unmet needs or external stressors. By taking the time to listen and understand, leaders can often uncover the root of the problem and address it more effectively. This empathetic approach can help turn a negative situation into a positive one, fostering loyalty and engagement rather than resentment. 

Julie Hutchison also highlighted the value of regular follow-ups. Once the initial conversation has taken place, it’s crucial to check in regularly to ensure progress is being made. This doesn't have to be a formal meeting every time – even a casual chat over coffee can be effective. The key is to maintain open lines of communication and provide ongoing support. 

One of the standout moments in our discussion was Julie’s emphasis on self-awareness for leaders. Toxic employees can sometimes be a mirror, reflecting issues within the leadership or the broader organisational culture. By examining our actions and responses, we can often find ways to improve the environment and reduce the likelihood of such behaviours arising in the first place. 

In summary, dealing with toxic employees is never easy, but it's an essential skill for any leader. Julie Hutchison’s advice to approach these situations with empathy, clarity, and a structured framework like the BIN model can make a significant difference. By understanding the root causes of toxic behaviour and maintaining regular follow-ups, we can foster a more positive and productive workplace. 

Remember, the goal is not just to eliminate toxic behaviour but to transform it. By investing time and effort into understanding and addressing these issues, we can turn a potentially negative situation into an opportunity for growth and improvement. If you ever find yourself facing a toxic employee, take a step back, breathe, and remember Julie Hutchison's insights from this episode. 

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK 

And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads. 

OR  

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE 

Until next time, look after yourself and I’ll catch up with you soon!

From the outset, Tracy emphasised the importance of strategy in driving the growth and success of an MSP. It's a term that often evokes yawns, but as Tracy pointed out, without a solid strategy, even the most technically proficient MSPs will struggle to grow. Tracy explained that many MSPs are founded by technically-minded individuals who may not have the broader business experience necessary to create a robust strategy. This lack of strategic planning often becomes a significant barrier to growth. 

One of the key takeaways from our conversation was the critical role of culture within an organisation. Tracy stressed that culture is not just a management issue but something that needs to be embedded throughout the entire organisation. A strong culture, according to Tracy, is reflected in the behaviours and attitudes of the staff. It's about creating an environment where people want to be, where they go above and beyond because they feel valued and understood. This culture then translates into how clients perceive the business. Tracy highlighted that happy, engaged employees provide better service, which in turn leads to happier clients. 

Tracy also shared some practical steps for MSPs to build and maintain a strong culture. She suggested regular strategy sessions with the entire team, at least annually, if not biannually. These sessions should be off-site to avoid daily distractions and should focus on what is working well, what needs improvement, and how the team can collectively achieve their goals. Tracy stressed the importance of active listening during these sessions – listening to understand, not just to respond. This approach fosters a sense of inclusion and ensures that every team member feels valued and heard. 

We also touched on the importance of understanding customers. Tracy pointed out that many MSPs are so focused on acquiring new clients that they neglect their existing ones. Regular account management is crucial – knowing your clients’ business needs, understanding their pain points, and building strong relationships can lead to more business opportunities and increased loyalty. Tracy shared a compelling story based on her past experience, where she took the lock off her IT department’s door to encourage openness and better service. This simple act significantly improved internal and external relationships, highlighting how small changes can have a big impact. 

Another significant point Tracy made was about the difference between a business plan and a strategy. A business plan is often a static document created to satisfy banks or investors, whereas a strategy is a living, breathing part of the business. It involves everyone in the organisation and is continuously evolving. Tracy’s insights here were a real eye-opener, showing that a dynamic strategy aligned with the business’s core mission and values is essential for long-term success. 

As we wrapped up the episode, Tracy shared some golden nuggets on leadership and the importance of being genuinely interested in people. She noted that technology serves people, not the other way around, and understanding this can make a huge difference in how an MSP operates and grows. Tracy also highlighted the value of being involved in communities like CompTIA. CompTIA offers fantastic networking opportunities, peer-to-peer learning, and valuable research that can help MSPs stay ahead of the curve. 

This episode with Tracy Pound is packed with valuable advice for any MSP looking to overcome common pitfalls and build a successful business. Tracy’s passion for helping businesses grow and her extensive experience in the industry shone through. If you’re not already involved with CompTIA, I highly recommend checking it out – the support and resources they offer are invaluable. 

Connect with Tracy through her LinkedIn profile HERE. 

Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK 

And when you’re ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you’ll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads. 

OR  

To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE 

Until next time, look after yourself and I’ll catch up with you soon!