The IT Experts Podcast

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!

Julie Hutchison kicks off by addressing what many of us know as "imposter syndrome," though she’s quick to debunk the term. It’s not a syndrome, she explains; you’re not broken. Instead, it’s a very human response that stems from our brain’s primitive mechanisms for survival. Drawing on the analogy of a caveman running from a lion, Julie highlights how our amygdala – a small but powerful part of our brain – is constantly scanning for threats. While this helped keep our ancestors alive, today it manifests in ways that can hold us back, like procrastination, perfectionism, or a fear of failure.

Julie Hutchison explains that imposter syndrome tends to rear its head in situations where the challenge is high, and the support is low. This dynamic creates a fertile ground for self-doubt, fear, and inaction. Whether it’s a business owner hesitating to approach a big client, or someone avoiding a difficult team conversation, the root cause is often the same: the brain perceives these situations as threats, triggering a fight, flight, or freeze response. Julie encourages listeners to normalise these feelings. After all, over 70% of people report experiencing imposter syndrome at some point. Acknowledging that this is a universal human experience can be a huge relief and a powerful first step towards overcoming it.

A key takeaway from this episode is the importance of support. Julie Hutchison emphasises that when faced with high challenges, increasing your support levels can make a world of difference. This could mean reaching out to peers, joining a community, or even just having an honest conversation with a trusted mentor. Normalising these challenges within a supportive environment helps to calm the nervous system, shifting us out of panic mode and into a space where we can think and act more clearly. In fact, Julie points out that simply talking about our fears can reduce their intensity and make them feel more manageable.

One standout moment in the episode is Julie Hutchison’s advice on calming our biology. When we’re stuck in inaction, it’s often because our bodies are in a heightened state of stress. Julie suggests simple techniques like shaking out your energy, taking a deep breath, or even having a laugh with others to bring your nervous system back to a place of calm. From there, you’re in a much better position to tackle the challenge at hand.

We also touch on how limiting beliefs, often formed during childhood, can contribute to feelings of inadequacy or self-doubt. Whether it’s something a teacher, parent, or peer once said, these beliefs can lodge in our subconscious and shape the way we view ourselves and our capabilities. Julie encourages listeners to challenge these outdated beliefs and replace them with a more objective, empowered perspective. The goal isn’t to ignore the challenge but to balance it with the right level of support and self-awareness.

One of the most inspiring parts of this episode is when we discuss the power of peer groups. I share a story from a recent MSP Growth Hub meeting, where one business owner openly admitted feeling out of control. What followed was a roomful of peers offering support, sharing their own experiences, and ultimately normalising what could have felt like a solitary struggle. Julie Hutchison highlights how valuable these communities can be, providing not only practical guidance but also the emotional reassurance that you’re not alone.

For those who might be tackling challenges solo, Julie suggests starting by increasing your own support structures. Whether that’s tapping into resources like AI tools (yes, even ChatGPT!), joining a network of like-minded professionals, or seeking advice from a coach, the key is to avoid isolating yourself. High challenges don’t have to be faced with low support.

To wrap up, Julie Hutchison leaves us with an important reminder: you are not alone and feeling stuck or unsure is not a sign of failure. It’s a sign of being human. By acknowledging your feelings, seeking support, and taking small steps forward, you can start to overcome the barriers that hold you back. As always, the MSP Growth Hub is here to help you through these challenges, with resources, coaching, and a supportive community ready to assist.

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 gene...

Now, I know what you’re thinking—"We’ve talked about building teams before, haven’t we?" And you’re right, but Stuart is bringing a fresh take today, one that’s not just about the usual metrics and leadership strategies. Instead, we’re focusing on how to do it while you’re on holiday. Stuart walks us through the process that one of our clients, Andy, went through, building a high-performing team that allowed him to take a full three-week break—without being disturbed once. That’s the dream for many MSP owners, and Stuart is here to break down how Andy made it a reality.

One of the key points Stuart makes in this episode is the importance of building an Owner Not Needed (ONN) business. The idea is simple but powerful—replace "Owner" with your name: Ian Not Needed, Stuart Not Needed, Andy Not Needed. It’s about building a business where you can step away and it not just survive, but thrive. Most MSP owners started on the technical side of things, and because of that, many struggle to let go. There’s an ego element to it—"If I’m not involved, will they do it right?"—and that can make it hard to trust your team to handle things on their own.

But Stuart emphasises that part of creating a high-performing team is getting out of your own way. One of the most counterintuitive but effective strategies he mentions is this: go on holiday. The more you step back, the more space you create for your team to step up. Andy’s journey started with nervousness, but over time, he began to see that his team not only managed in his absence but also proactively moved the business forward. By giving his team the freedom to own their roles, they were able to take on internal projects, improve processes, and keep the business running smoothly—all while Andy enjoyed his time off.

Stuart also talks about the importance of testing this trust incrementally. He suggests starting with smaller periods away from the business, like a week’s holiday, and gradually increasing the time as you and your team gain confidence. It’s about trying something new, and trusting the people you’ve hired. And if something doesn’t go right during your absence, that’s valuable feedback—an opportunity to reassess whether you’ve got the right people in the right roles.

Another crucial aspect Stuart touches on is measurement. He shares an example from Andy’s business where they set a KPI around recording ticket time. Previously, the team struggled to record more than four hours of billable work a day, but by setting a clear target, they were able to regularly hit between five and six hours, leading to a significant impact on the bottom line. By setting these kinds of benchmarks and communicating them clearly with your team, you not only help them understand what success looks like but also keep the business on track while you’re away.

Stuart highlights the importance of involving the team in the journey. It’s not enough to hand over responsibility without context. Engaging your team in conversations about the future of your MSP, listening to their ideas, and incorporating their feedback into the overall plan makes them feel valued and therefore invested. This level of involvement leads to greater ownership, and in Andy’s case, it resulted in a team that could run the business seamlessly, allowing him to take those coveted weeks off.

So, if you’re an MSP owner who’s been hesitant to step back, take a page from Andy’s book. Trust your team, set clear expectations, and give them the space to prove that they can handle things without you. With the right people and processes in place, you’ll be able to enjoy the freedom that comes with an Owner Not Needed business.

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 with Justin Neale was packed with useful tips and strategies to help improve customer experience and ultimately drive higher profits for MSPs. Justin, who has an extensive background in customer experience from his time at Airbus Group, now dedicates his expertise to helping smaller, more nimble companies, including MSPs, optimize their customer journeys.

We began by discussing why customer experience is more crucial than ever. Justin highlighted that while MSPs typically enjoy high customer retention rates, there is always room to improve and create even stronger bonds with clients. This is particularly vital in today’s competitive landscape where exceptional customer service can set an MSP apart from the competition.

One of the key takeaways from our discussion was the concept of customer journey mapping. Justin emphasised the importance of understanding your ideal customer persona and designing processes around their needs. He suggested involving the entire team in this exercise to ensure everyone is on the same page and committed to delivering a seamless customer experience. By identifying and focusing on your ideal customers, MSPs can streamline their operations, resulting in happier clients and more engaged staff.

Another significant point was the importance of clear communication and proper handovers between different teams within an MSP. Justin used a relatable analogy of a bride being handed over to a stranger on her wedding night to illustrate how jarring poor handovers can be for clients. He recommended using tools like videos to introduce team members to clients, ensuring a smooth transition and maintaining the client’s trust and confidence.

Justin also shared tips on measuring customer success. Rather than relying solely on traditional metrics like revenue and margins, he advised MSPs to focus on leading indicators that reflect the health of customer relationships. Regular business reviews with clients can provide deeper insights into their evolving needs and open up opportunities for additional services. This proactive approach not only strengthens client relationships but also positions the MSP as a trusted advisor, leading to higher client retention and increased revenue.

We also explored the concept of customer advocacy. Justin pointed out that loyal clients who are wowed by your service can become your best salespeople. Moreover, when clients advocate for your MSP, it strengthens their own commitment to your services, creating a mutually beneficial cycle.

Throughout our conversation, Justin Neale consistently highlighted the need for MSPs to focus on adding real value to their clients’ businesses. This involves understanding their unique needs and challenges and delivering solutions that genuinely help them succeed. By doing so, MSPs can differentiate themselves in a crowded market, command higher prices, and build long-lasting client relationships.

Connect with Justin Neale on his LinkedIn HERE

Or you can also visit his website by clicking 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!

We start by addressing the fundamental need for a structured approach to sales in the MSP sector. It's not about quick fixes or hoping for that golden unicorn prospect. Instead, it’s about implementing a consistent process and understanding that building meaningful relationships takes time. We’ve crafted a comprehensive "shoe leather sales plan" designed to get your MSP on track with clear, actionable steps.

First and foremost, set some realistic targets. Without clear goals, it’s impossible to measure success. For most MSPs, acquiring one new client a month can be transformative. By setting targets, you can break down the required steps to achieve those goals, like engaging in quality conversations and generating the necessary leads. Aim for 10 quality conversations to secure 4-5 leads, which should yield that one new client each month.

Next, identify your dream 50 clients. These are the ideal customers you want to work with. Focus your efforts on this list to avoid spreading yourself too thin. Make sure your LinkedIn profile is polished and targeted. Engage with these potential clients by sending connection requests, participating in relevant discussions, and offering valuable content. Remember, it’s about building trust and showcasing your expertise, not just making a sales pitch.

Attending events and networking is another crucial step. Whether it’s local business groups, Chamber of Commerce meetings, or industry-specific events, put yourself out there. Networking is all about building relationships and establishing your presence in the community. Don’t just attend – be active. Offer to speak at events, host webinars, or run lunch-and-learn sessions. Providing valuable insights and educational content will position you as a thought leader in the MSP space.

Giving back to the community is essential. If you help others achieve their goals, you will naturally attract opportunities. Offer your expertise by contributing content, such as blogs, surveys, or white papers, to industry publications and groups. Create your own events and invite clients and prospects to join. Teaching others about cybersecurity or the latest tech trends not only showcases your knowledge but also builds goodwill and trust.

Consistency is key. This might sound tedious, but it’s where many MSPs falter. Use tools like LinkedIn’s Social Selling Index to gauge your activity and effectiveness on the platform. Regularly post valuable content, engage with your network, and follow up diligently. The more active you are, the more visible you become, and the more opportunities you will attract. Track your efforts and continuously refine your approach to ensure you're making the most of your time and resources.

Finally, build a solid plan. Your plan should cover networking, stakeholder engagement, and content creation. Having a clear strategy will keep you focused and accountable. As you consistently execute your plan, you'll find your email inbox filling up with inquiries from potential clients who see you as a trusted advisor.

Implementing these steps will take effort, but the rewards are worth it. By setting clear targets, engaging with your ideal clients, attending events, giving back, staying consistent, and following a structured plan, you’ll see a steady increase in sales for your MSP. Dive into this episode for a detailed breakdown of each step and start taking action today.

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!