3 Key Drivers for Profitability When Working from Home

bar graph point up from ipad

With the current situation we are all facing with COVID-19, we have all been forced to work from home and think outside the square. As a whole, the IT space has been hit the least, but it doesn’t mean that we shouldn’t evaluate what we are doing and how.  Many business owners don’t look at […]

The Glass Ceiling for MSPs

MSP glass ceiling

The infamous glass ceiling. I am pretty sure most MSPs have heard of it – or worse felt it. The 2 ceilings we hear about are the $2m ceiling and the $4m ceiling. I only came across this glass ceiling in the last few years when speaking to MSPs, yet I have had my MSP […]

A Different Way of Thinking

one way street sign

As a business owner, I know exactly what it’s like to have some vendor spouting off about how you should be running your business.

Quick: What’s making you the most margin? (Don’t know? Let’s Talk)

blue piggy bank

One of the questions that invariably pops up when any group of MSP owners are talking is price.

What do you charge? How do you charge? What’s your best margin solution?

My answer to that question is fairly simple: Your services automation tool should answer those questions. You should be able to see the uptime (or downtime) of any solution you deploy with your customers. You should be able to easily see what products are consistently triggering support tickets, and which solutions are sailing along smoothly.

Keeping Your Most Skilled Assets Happy              

skilled Happy technicians

Hi. My name is Paul, and I’m a techie. I love to solve problems, dig into weird patterns and tackle quirks in the network. But I’m also a business leader, so I know that using my talented team of tech experts well is the foundation for a successful managed services business. When I talk to […]

What does workplace culture look like?

team work hands together

If you’re asked how much you like your job today, your answer will depend on many factors. If your boss is breathing down your neck for a report, this is the day you’ll likely respond, “I hate my job!” If you’re asked the same question tomorrow after the report is turned in, your response might […]

Why MSPs need a Question Tree-Based PSA Platform

PSA question tree

Professional Service Automation (PSA) platforms typically include a knowledge base where clients can find answers to basic questions without contacting the help desk. Ironically, the ‘automation’ element is a misnomer (most PSA solutions include little to no automation), and the knowledge base component is usually static in nature. So not much automation going on here… […]

4 Practical Ways to Motivate your Tech Team

happy employee morale

When managers hear the word ‘motivation’ there’s an almost audible groan. We all know workplace motivation is important for employee morale, focus and productivity, but the things we’re asked to do to promote it are often impractical. Usually, they just don’t work. Motivational advice often lacks substance, and tactics like inspirational notes or asking about feelings […]