Todd interviews Victor Lopez, a former attorney and private credit professional at Blue Owl Capital who co-founded Flexpoint after seeing how clunky MSP financial tools were. Victor traces his "aha" back to Blue Owl financing Thoma Bravo's 2018 acquisition of ConnectWise, which led him to question why PSAs mix ticketing/project work with invoicing while still requiring separate accounting software.

They discuss how most AI talk in the MSP industry centers on service delivery, but Victor argues owners should also apply AI to operations like accounts receivable/payable, collecting and making payments, payroll, and other non-revenue tasks that often fall on owner-operators (especially in sub-$1M MSPs).

Victor describes AI agents, including voice AI for overdue invoice calls, and emphasizes human-in-the-loop controls, segmenting which customers are contacted, and escalation to a human to protect relationships while improving efficiency and owner quality of life.

This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

00:00 Meet Victor Lopez

01:20 From Law to Flexpoint

02:02 ConnectWise Deal Spark

02:57 Why PSA Billing Exists

05:35 AI Beyond Tickets

08:13 Operational AI Wins

14:09 Agentic AI for AR

16:50 Join Opsleader

17:26 Controls and Oversight

22:09 Voice Agents Calling Clients

28:27 Owner Time and Quality

32:20 Wrap Up and Takeaways

• (00:00) - Meet Victor Lopez
• (01:20) - From Law to Flexpoint
• (02:02) - ConnectWise Deal Spark
• (02:57) - Why PSA Billing Exists
• (05:35) - AI Beyond Tickets
• (08:13) - Operational AI Wins
• (14:09) - Agentic AI for AR
• (16:50) - Join Opsleader
• (17:26) - Controls and Oversight
• (22:09) - Voice Agents Calling Clients
• (28:27) - Owner Time and Quality
• (32:20) - Wrap Up and Takeaways

This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

• (00:00) - Meet Amy Babinchak
• (01:12) - Why Plan Ahead
• (02:21) - Emotional Aftermath
• (04:15) - Life After Exit
• (06:44) - No Need To Rush
• (08:55) - Prep Business And Personal
• (10:16) - Build Your Sale Team
• (12:19) - Deal Structure Tradeoffs
• (16:45) - Know Your MSP Value
• (17:59) - How Buyers Value You
• (20:05) - What Buyers Value
• (20:48) - Opsleader Pro Break
• (21:24) - Realistic MSP Multiples
• (23:11) - Selling Small MSPs
• (25:15) - Books of Business Wins
• (27:03) - Buyer Options Overview
• (27:28) - Seller Financing to Team
• (31:00) - PE Size Thresholds
• (32:13) - Rollups and Stability
• (33:22) - Vetting PE Partners
• (37:33) - Legacy Over Price
• (39:15) - Book Wrap Up
• (40:55) - Final Takeaways

The host interviews Ashley Cooper (COO at Cyber Drain, VP of Community at Rewst) about her use of Lovable and other AI coding tools to build small, local-first, deterministic apps and learn through prompting. Ashley describes receiving a Lovable contributor gift after ranking in the top 0.01% of users, her early failed attempt to rebuild community software, and her shift to rapid, browser-based prototypes like JSON-to-CSV converters, receipt/expense and food trackers, and a webhook-driven PSA time-entry timer. She explains her workflow moving from Lovable scaffolding to GitHub/VS Code with Copilot, plus experimenting with Bolt and tools like OpenClaw, emphasizing trust boundaries, least privilege, and treating agents like employees. They discuss prompt engineering using philosophical mental models, risks of unvetted "vibe-coded" SaaS, and advising MSPs to start with data readiness and education before deploying AI for clients.

This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

00:00 Meet Ashley Cooper

01:17 Lovable Gift Surprise

03:01 Early Builds and Lessons

05:25 Hackathon One Shot Apps

09:34 Finding Ideas to Build

11:00 Viral AI Side Projects

14:09 Keeping or Killing Projects

18:22 Local First Automation Wins

19:51 Beyond Lovable Toolchain

24:03 OpenClaw Risks and Power

30:49 AI As Employee

31:18 Stress And Bias

32:02 Context Anxiety

34:52 Prompt Writing Workflow

37:23 Mental Model Prompts

41:44 Deep Instruction Sources

47:20 SaaS Apocalypse Debate

49:53 MSP AI Readiness

53:47 Education And Governance

56:30 Closing Thoughts

If you want a brutally honest look at what hypergrowth actually looks like from the inside, why most MSPs never get past "just technical," and how to avoid being the cobbler with ragged shoes, this episode is for you.

You'll walk away knowing how to spot your "butter zone" in leadership, and a new way to think about partnering with the tech vendors in your stack.

This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

In this episode, we're exploring what it truly means to be "AI-first" in the MSP space—not just adding AI as a feature, but building it into every layer of the operation for a fundamentally different approach to service delivery.

If you've been following the rapid changes in software, automation, and managed services, you won't want to miss this episode. We're getting into operational strategy, technology adoption, and the future of MSPs in the age of AI.

This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

Hear how John went from working in an aluminum factory to managing the network for the Canadian House of Parliament.

John explains VibeOps and J shares practical advice for MSPs, how to get started with agentic tools safely, and where he thinks the whole industry is headed.

If you're curious about building your own AI-powered assistants, augmenting your IT workflows, or just want a better handle on demystifying "the network layer," this episode is packed with insights.

Resources:

John' Github Repo

John's YouTube Channel

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This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

Joining me for this conversation is my Paul Vedder, CEO of VXIT, a return guest you might remember from a Episode 77. We're talking about what it takes to prioritize our physical and mental health—while juggling the endless demands of business ownership, parenthood, and life in the tech world.

Paul unpacks his personal journey: from the challenges of work-life balance and struggles with unhealthy habits, to discovering the power of change through things like the 75 Hard challenge, ditching alcohol, and building sustainable routines that actually stick. We dig into the importance of accountability, how discipline can unlock true freedom, and why sometimes the smallest steps—like a daily walk—can have the biggest impact.

If you've ever felt like you can't find the time, energy, or motivation to look after yourself, this episode is going to speak to you. We get honest about the trade-offs, the wins, and why choosing to invest in your well-being pays off in every other aspect of your life and business.

So, whether you're listening on your lunch break, out for a walk, or just looking for that spark to get started—stick around. There's a lot of practical wisdom, some laughs, and maybe that nudge you've been needing to make a positive shift.

This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

Today, we're diving into a topic that's been top of mind for me and, honestly, I believe not enough people in the MSP industry are paying close attention to it: project management and profitability. We'll break down some eye-opening stats about how 25% of the MSP channel is either breaking even or losing money—and how poor project management is often the hidden culprit, even when service delivery is profitable.

We're going deep into why projects are causing financial headaches and customer churn, and, more importantly, what MSPs can actually do to fix it. Mike and I will talk through real-world challenges, practical fundamentals, and how AI and automation are changing the game for project delivery.

Whether you're struggling with projects, worried about client retention, or just looking to level up your operational maturity, this episode is packed with actionable advice.

This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

We'll explore how Matt's background as a software engineer and MSP operator led him to develop Mizo, an AI-powered help desk automation platform.

We discuss the realities of AI adoption in the MSP industry, why AI agents can sometimes outperform humans in quality and consistency, and why Canadian companies have such an outsized impact in the global MSP software ecosystem.

We're talking MSP innovation, Canadian tech pride, and the real-world impact of agentic AI in service operations. Let's get started!

This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

In this episode, we dig into what led Adam to the FBI, the unexpected turns in his career, and how pivotal moments—both personal and professional—prompted deeper reflection on identity, growth, and purpose. We discuss how he's translated those experiences into his new chapter as a business owner, and talk about the importance of intuition, critical thinking, and balancing logic with your gut in decision-making.

Whether you're grappling with change, rethinking your direction in business, or fascinated by journeys from federal service to entrepreneurship, there's something here for you. So, let's jump right in!

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This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

There's been a lot of talk in the industry recently—everything from the "doom cycle of AI" to conflicting opinions on what AI is actually capable of right now. Are we in the trough of disillusionment? Are we overselling the tech? Or are we undervaluing the real impact it's having behind the scenes?

To help break this down, I'm joined by two great guests: Michael Evers, CEO at Thread and Mark Alayev, co-founder and Chief of Magic at Thread.

We dig into real-world examples, why so many AI projects are considered "failures," and how the key to success just might be integrating AI into actual business workflows, rather than just handing people shiny new tools and hoping for the best.

We also touch on the future of AI—not just software, but what happens when it starts interacting in real life. Robots, manufacturing, the evolving workforce—you name it.

This is a fun, honest conversation about the messy middle we're living through, and where we're headed next with AI.

This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

We chat about the common traps people fall into on the career ladder, why owners and managers struggle to let go, and how the difference between delegation, abdication, and micromanagement shapes the success of your team.

Plus, we'll dig into practical advice around KPIs (you know I love talking dashboards), the most common mistake managers make when promoting team members, and even some hard-won lessons from the front lines—including what happens when someone has the courage to step down from a role that isn't the right fit.

Whether you're thinking about your own career path, building a team, or just love some good management strategy, this episode is packed with practical takeaways you can start using today.

Let's jump in!

In this episode, Brian and I get into the nitty-gritty of co-managed IT. What it means, why it's not just for large enterprises, and how his team lives and breathes this model for clients, unexpectedly in rural markets.

We dive into the real challenges and opportunities of working alongside internal IT teams, what makes for a successful partnership, and some lessons learned from both our journeys in the MSP space.

Whether you're an MSP looking to branch into co-managed services or looking to improve your co-managed offering, you'll get a ton of actionable insights from this conversation.

This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

We unpack the concept of security as a utility, discuss how to utilize NIST and CIS frameworks, and explore fear-based selling.

This episode is packed with insights that will help you strengthen your security posture before disaster strikes. So listen in to stay ahead of the next big threat.

This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

Sure, AI is everywhere these days, but we cut through the hype to talk about how things actually changed when ChatGPT hit the scene and suddenly put powerful AI tools in the hands of everyone.

Ryan shares how that breakthrough moment inspired him to roll up his sleeves and experiment with AI in real business scenarios.

Peter talks about why New Charter decided to take a hands-on approach with AI, instead of just waiting around for vendors to figure it out.

We talk honestly about what's working, what isn't, and why sometimes you just have to make your own path with new technology.

If you want an inside look at how AI is impacting MSPs or you're just curious about what's really possible right now, tune in!

We've got practical insights, plenty of candid takes, and even a few laughs along the way.

This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

Also there is a time limited ester egg at the end of the pod, so listen early and stick around till the end for that bonus.

This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

Whether you're familiar with Covey's work or new to these concepts, this episode promises to offer valuable insights into creating a more intentional and effective life. So let's go!

This episode is brought to you by Evolved Management Training Courses.

Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP Account Management course course, and an IT Documentation Done Right course.

Alex is a long-time friend of the podcast, appearing in a very early episode of the pod (ERP031).

I had him back to jam on vCIO again. We explore the importance of mature VCIO practices, the integration of AI and automation, and maintaining high standards in client services.

Enjoy the continued conversation in rethinking the vCIO series.

This episode is brought to you by Evolved Management Training Courses.

Check out my latest course! MSP Account Management.

In this episode, Adam shares a compelling story from his career, highlighting the crucial role of curiosity in client interactions.

Whether you're an MSP owner, a vCIO, or someone looking to enhance client relationships, this episode is packed with valuable insights and practical advice to help you rethink your vCIO strategy.

This episode is brought to you by Evolved Management Training Courses.

Check out my latest course! MSP Account Management.

This is another episode packed with insights and on the role of account management in the MSP space. So get ready to rethink the vCIO role again with us on the Evolved Radio Podcast!

This episode is brought to you by Evolved Management Training Courses.

Check out my brand new course - vCIO and Account Management for MSPs

Or my other online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done Right course.

vCIO has the Critical Objective of creating real client value by delivering services that lead to genuine business outcomes, but many struggle to make this a reality.

We discuss why people hate the vCIO title and ideas about what we should call it instead.

We discuss some common pitfalls, like focusing too much on tools over processes.

Whether you're trying to start or improve your vCIO process, this episode is a must-listen. So let's go.

This episode is brought to you by Evolved Management Training Courses.

Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done Right course.

We start off by discussing finding strength in adversity. Megan shares her story about an incredibly challenging period in her life and what she learned. This was an unexpected rabbit hole we went down, but it's relevant since business development means getting a lot of "No"s, which can be so uncomfortable for people that they never start.

Then Megan shares practical tactics on qualifying leads, understanding client needs, and framing discussions to turn prospects into customers. This episode is packed with useful tactics that you can use immediately to grow your business. So let's go.

This episode is brought to you by Evolved Management Training Courses.

Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done Right course.

Join us for an insightful episode that explores how automation and AI are revolutionizing service management, boosting productivity, and reshaping the future of MSPs.

This episode is brought to you by Evolved Management Training Courses.

Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done Right course.

We also touch on the hype cycle in the cybersecurity industry and the need to move beyond a tool-centric focus.

We also discuss strategies for protecting our kids in the digital age, from screen time limits to open conversations about social media.

Finally, we chat about the influence of private equity in the MSP market and if that is a net negative or positive. Wes is a bright mind in our industry and is also willing to speak honestly and openly. I really enjoyed this conversation, and I'm sure you will, too. Let's dive in.

This episode is brought to you by Evolved Management Training Courses.

Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done Right course.

Get ready for a fascinating discussion that will leave you thinking about how these advancements will shape our world!

This episode is brought to you by Evolved Management Training Courses.

Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done RIght course.

The discussion extends to the attributes of successful unofficial project managers, emphasizing that good organizational and people skills can often outweigh technical expertise. Kory provides actionable advice for those managing teams without formal authority, stressing the importance of high trust leadership behaviors such as respect, listening, and accountability.

Kory also highlights how everyone is a project manager in some capacity in their life, so I'm sure this episode will be valuable to everyone.

Kory is the author of the book Project Management for the unofficial project manager.

The conversation also highlights the ever-changing landscape for managed service providers (MSPs), examining the shift from traditional distribution to a more marketplace-centered model and how this impacts the SMB IT sector. We delve into the evolving consumer behavior, the rise of antisocial selling, and the crucial role of MSPs in navigating cybersecurity and product choices for clients.

We also take a deep dive into the potential and pitfalls of AI adoption, urging MSPs to stay proactive and adaptable. Rob offers a cautious yet optimistic take on monetizing AI and emphasizes the importance of consultation and co-managed IT opportunities.

Join us as we uncover the future of technology events, the transformative role of AI, and the continuing evolution of the MSP and IT landscape!

This episode is brought to you by Evolved Management Training Courses.

Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done RIght course.

• (00:00) - Chapter 1

This episode is brought to you by Evolved Management Training Courses.

Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done RIght course.

We dive into practical strategies for overcoming the infamous afternoon slump, as Heather recommends simple recharging techniques you can use. We also navigate the crucial role of setting clear boundaries to conserve energy and touch upon a client's innovative approach of using out-of-office emails to signal availability.

Heather's transition to wellness was fueled by her personal health journey, embodying the narratives that often inspire those in the health and wellness space. Together, we discuss combating decision fatigue, the pitfalls of a hyper-distracted world, and how retraining our focus through methods like the Pomodoro technique can significantly cut through the noise.

Moreover, we examine the steep rise in workplace distractions and burnout in the post-pandemic era, as indicated by reports from giants like Microsoft and Deloitte. From the importance of restorative breaks to the impact of office food culture on our well-being, we leave no stone unturned in exploring how small lifestyle tweaks can make a mammoth difference in our productivity and health.

Stay with us as we uncover the myths of multitasking, the all-too-common issue of decision fatigue, and why leaders must play a pivotal role in fostering a communication culture that respects personal time and mental wellness.

So, if you're seeking ways to build resilience, improve focus, and adopt a sustainable work-life balance, join us on this enlightening journey with Heather. Let's get Evolved.

In this episode, we will explore the ever-relevant topic of maximizing productivity in an increasingly remote and digital work environment. Joel shares his insights on the challenges that businesses face, such as the distractions of technology and the need for better tools to monitor productivity. Together, we delve into Produce 8, an innovative response to the plateaued productivity issues.

We'll also discuss how the pandemic has brought new concerns over employee productivity to the forefront for many CEOs. Joel illuminates the fine line between automation benefits and the additional burdens it can place on technicians.

Join us as we examine strategies to avoid burnout and boredom by focusing on meaningful work, setting intentional goals, and unlocking efficiencies with better workflow and tool optimization. We'll tackle the tricky balance of keeping an eye on the bottom line while improving the work experience to boost engagement and productivity.

We're here to equip you with the tools and thought processes needed to not just survive but thrive in the modern business landscape. So let's evolve your approach to managing time and engagement with Joel Abramson on the Evolved Radio Podcast.

This episode is brought to you by Evolved Management Training Courses.

Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done RIght course.

Jimmy and I reflect on how far the ecosystem has advanced in such a short period. We nerd out abit on the underlying technology behind generative AI, and how it's prompting millions of users and companies to latch onto the LLM bandwagon.

Jimmy takes us through his personal journey with AI - from a eureka moment with his father-in-law to starting his own company, focusing on how small businesses can maximize their use of AI.

We'll look at the breathtaking pace of technological evolution versus the sluggish crawl of regulation and guess what the future holds.

Will MSPs manage LLM infrastructure? Will we see a return to on-premises solutions? Stick around for predictions and our deep dive into these predictive waters.

This episode is brought to you by Evolved Management Training Courses.

Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done RIght course.

In this episode, we'll uncover the transformative impact of remote work for MSPs, the integration of overseas talent into local company cultures, and how these remote powerhouses can reinvigorate your organization. We'll also discuss the distinctions between staff augmentation and outsourcing, the importance of intentional onboarding, and the necessity of regular communication to engage and retain top remote talent.

Michael will share his personal insights on how remote staffing has reshaped his company and practical tips for maintaining company culture in a remote work environment. We'll be exploring the creation of a remote employee engagement plan and the benefits of thorough documentation.

Additionally, we'll touch on the cultural nuances of managing a diverse workforce and tackle the more subtle aspects of cross-cultural management.

So plug in, adjust your volume, and get ready for an enlightening conversation that might just change the way you view staffing in your MSP. Let's tune in.

This episode is brought to you by Evolved Management Training Courses.

Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done RIght course.

This episode is brought to you by Evolved Management Training Courses.

Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done RIght course.

This episode is brought to you by Evolved Management Training Courses.

Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done RIght course.

They explore the importance of implementing cybersecurity measures and running opt-out campaigns to ensure clients adopt best practices, ultimately leading to impressive year-over-year growth of 8 to 10%. Additionally, our speakers share their insight on being more prescriptive about the technology stack, challenging the idea of assuming client preferences and instead advocating for what they believe is best.

Furthermore, they delve into the fascinating world of successful managed service providers (MSPs) and the key factors that contributed to their achievements. By appointing a second in command and giving them equity, these MSPs experienced significant growth and even achieved valuations 10 times higher than the initial value. Our experts provide valuable insights on finding the right person to drive growth in your business and the benefits of promoting them, including potentially granting them a stake in your business.

But that's not all! Todd and Jake also shed light on the division between the external-facing aspects of a business and its internal operations. Through various examples, they illustrate the potential pitfalls of centralization and the importance of preserving culture and customer relationships during integration into larger businesses.

In terms of marketing and sales strategies, our speakers stress the value of being present in the same places as your ideal customers. Whether it's through multichannel marketing, retargeting warm leads, or even speaking at events, it's all about gaining authority and credibility in the eyes of your target audience.

So, for an episode packed with actionable advice and insights on business exit strategies, growth, marketing, and more, tune in to this exciting episode of Evolved Radio Podcast!

This episode is brought to you by Evolved Management Training Courses.

Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done RIght course.

Lucas and I discussed how supporting Mac environments is like supporting a stable Windows environment. This provides more opportunities to provide value to the customer. We talk a bit about how Windows-focused MSPs should think about the Mac fleets they manage. We also talk about what Lucas attributes his company growth to.

This episode is brought to you by Evolved Management Training Courses.

Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done RIght course.

Some links that were mentioned in the episode.

training.apple.com

macadmins.org

The podcast has evolved. I've focused more heavily on my target market of MSPs and IT service providers, but I still like to throw in some random nerdy stuff like fusion, drones, genetic engineering, and more. To celebrate a real milestone for me as I hit episode 100. I'm again evolving the podcast. This episode is a video podcast! I hope to add video to most future episodes as well. If you'd like to watch the video version, check it out on my YouTube channel here.

This one is a collaboration with Kyle Christensen from K7 Leadership. We are talking about why the service manager plays such a crucial role in every MSP, how to be successful as a service manager, and what owners need to know about making their service manager successful.

This was a really fun episode to jam on with Kyle. With occasional rants and fun observations from our time in the industry helping MSPs with exactly these kinds of issues.

This episode is brought to you by Evolved Management Training Courses.

Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done RIght course.

But it's not just Orrin's personal story that we explore in this episode. We also discuss the current state of the managed service provider (MSP) industry. Orrin sheds light on the consolidation happening within the industry, driven by private equity firms and the desire for liquidity events. We learn about the challenges MSPs face in finding new customers and the impact of emerging technologies, particularly AI.

Furthermore, Orrin reveals his company's unique approach to customer support agreements, highlighting the importance of incentivizing customers to follow recommendations. We also explore their company's "managed innovation" service and how it differentiates them from competitors.

Moving beyond the industry, Orrin shares valuable insights into building a purposeful and supportive culture within an organization. We discuss the importance of supporting employees' dreams and aligning the company's purpose with that of their clients. We also dive into their programmatic approach to management, focusing on personal and professional development.

Throughout the episode, Orrin emphasizes the significance of cultural alignment and differentiation in an industry where IT services are becoming increasingly commoditized.

Join us on this episode as we explore the MSP industry and the power of supporting the dreams of the doers. Don't miss out on the valuable insights shared by Orrin, a true industry expert with a passion for growth and purpose

This episode is brought to you by Evolved Management Training Courses.

Training built for your MSP specific needs.

In our conversation, Brian and I discuss the journey of his MSP life. We talk about his early growth through acquisitions, his thoughts on playing to a niche, some great lessons learned, like faking it till you make it, and how peer groups and mentors impacted him. There are lots of learnings that maybe help you on your business journey. Please enjoy my conversation with Brian.

This episode of the podcast is brought to you by Evolved Training Courses. Training built for MSPs.

This episode of the podcast is brought to you by Evolved Training Courses. Training built for MSPs.

Alex is an old friend and someone I deeply respect for his experience and knowledge of cybersecurity. He's worked in the federal security space, securing the Olympics, and now runs a fast-growing security consulting firm in Vancouver.

Alex is also returning guest on the podcast. He originally joined me way back on episode 11 when we talked about drone racing.

On today's episode, we're discussing the security mindset. What is a "good enough" cyber security strategy? The buying psychology of the business that is looking for security services, a ton of war stories from Alex's travels in the security world. We even dip into the details of the recent LastPass security breach.

Please enjoy my conversation with Alex.

This episode of the podcast is brought to you by Evolved Training Courses. Training built for MSPs.

Colin and I get real on the composition of the MSP market not being what a lot of people would seem to understand. How that influences the vendors and marketers of the industry and what effects that has on a huge majority of the MSP market.

We get on our soapboxes a bit in this one and talk about some really important topics. I hope you enjoy my conversation with Colin.

This episode is brought to you by Evolved MSP Training.

I explore how Shane and his partner share the responsibilities of the business and ensure effective communication between them. We also dig into how partnerships should be considered with clients and vendors.

This is a great conversation for anyone who owns a business with someone or is considering taking on a partner.

This episode is brought to you by Evolved Training. Training courses built for MSPs.

We chat about identifying high performers, the downside risks of high performers, and how they should influence our thinking about stars as managers as well as members of teams. It's a fascinating and practical discussion about how to increase the collaboration and cohesiveness of your teams.

Please enjoy my discussion with Matt.

This episode is brought to you by Evolved Management training.

Emily and I chat about the future of the PSA and RMM in the MSP industry. How emerging MSPs needs differ from large MSPs and how Synchro is developed to support that community.

We also talk about running an all-remote company, the importance of mental health in the remote age, and a great discussion about how values help you manage decisions in a company.

It's a great conversation about the MSP industry and company leadership. I hope you enjoy it.

You may have seen me and some podcast friends promoting the MSP podcast crossover event. You have the chance to win $1000 cash. You just need to post on social media with the hashtag #MSPPodCastCrossover. That will enter you in the draw if you post within 24 hours of us posting this episode.

So the episode today is a fun gameshow-style event where myself and other MSP industry experts are answering some surprisingly difficult retro tech questions. It's a fun event and you can play along with us. Then at the end, you'll hear each of us tease our podcasts, so you can go check those out on your podcast platform of choice. I hope you enjoy this fun episode.

If you've ever heard me tell my origin story about working in an early hyper-growth company, I'm talking about my days at Long View. Even back then Kevin was a fantastic storyteller and an adventurer.

In the episode today Kevin talks about how his adventures, like doing 240-mile endurance races prepared him to tackle all kinds of challenges in his life. Including a life alternating condition.

The lessons here are about challenge and adversity are useful in business and life, so please enjoy this entertaining and enlightening conversation with Kevin Crowe.

Dave and I talk about the current state of the MSP industry and the economy. Dave has a watchful eye on the trends of the tech industry as a whole and is an outspoken voice of the industry. If you enjoy our discussion today I would also encourage you to check out his daily podcast and YouTube content.

Everyone spends huge part of their life learning, but we're making a mistake in our approach to learning. You may have heard the terms "Visual Learner," but in fact, there are many more modalities that we can leverage. If we understand how we learn and process information, learning becomes easier and our ability to acquire and use the information we're learning grows dramatically.

Understanding these learning modalities is crucial in business as well. Knowing how your staff, your peers, and your clients learn can be a massive competitive advantage for your ability to communicate.

So let's dive in with Catherine as we discuss how to unlock your Inner Genius.

This episode is packed with practical takeaways that will help you improve your marketing by engaging with people in the correct way and at the correct point in their journey. I especially liked Ben's concept of the idea store.

We talk about Ben's experience rising up in the ranks of IT and what it taught him about IT that led him to develop his customer satisfaction software QSTAC. Ben is also a trained therapist, so his perspective on the psychology of work is an area we really connected on. We also talk a bit about Ben's journey as an entrepreneur starting a software company. There's lots to get in to here, so I hope you enjoy my conversation with Ben.

Stephen and I discuss emotional intelligence or EQ. Emotional intelligence is often a stronger indicator of people's future success. However, it's an amorphic subject that isn't well understood by most. We talk about coaching, and how you can check in with people beyond the "hey how ya' doin'?"

We talk mental health and what leaders should be looking for in their staff as red flags. We also help define EQ and emotional intelligence to better understand these terms in a business context.

Please enjoy this important conversation with Stephen.

Peter tells a fantastic story about how he grew his company from 800 bucks to cover rent and beer to a 10 Million dollar MSP powerhouse. Peter also shares his view on company culture and how that influenced his decisions in recent acquisition activity.

Please enjoy the fantastic shared in my conversation with Peter.

Keith came to the technology field from sales and we chat about building a funnel, why selling IT service contracts is harder than selling products, and how to manage a skeptical prospect.

It's a great episode with a few tips that could help you grow your business. Please enjoy my conversation with Keith.

Ernest is a well-recognized member of the MSP community. His focus on SOPs and strong technical standards is often used as a reference point for others.

We also talk quite a bit about his view of security in our industry and Ernest provides a host of insights from his experience growing his Managed service business.

Please enjoy our conversation.

Ron and I talk about how they developed their pricing strategy. Omega also has a very low client churn rate and we explore that as well. Ron tells us why they decided to roll their own MSP tools, the strength of their brand presence, and why the up-market clients are where you should be.

It's a great conversation with Ron as he shares his experience in growing a successful MSP. Please enjoy.

Paul talks about the division of responsibilities running his MSP with a partner. How to handle the conflict created by winning a new client away from a competitor. We also chat about one of VXIT's superpowers, which is brand sophistication. Paul is also one of the co-founders of the MSP community IT Pool Party, so we chat a bit about community building.

It was great to connect with Paul for a very friendly and open conversation, like catching up over a beer. So please enjoy the discussion and lessons learned.

Aaron shares his experience growing his IT business from side hustle to a full-time gig. Aaron shares what he's learned operating in a more rural market. Aaron also recounts a difficult period where he lost a significant portion of his revenue, but ultimately was better off.

Lots of great stories and experiences were shared in the episode, please enjoy my discussion with Aaron.

Brad's business isn't a typical MSP. Brad's early experiences in the IT industry shaped some of his decisions about how he runs things. His approach is intentional and has served him really well in growing the company. Brad's primary role in the business is sales, so we also chat about how he thinks about sales and growth. Please enjoy this insightful conversation with Brad.

Paul details where to start from scratch on your marketing strategy and how to focus down on qualified leads.

We also chat about the tremendous opportunity to market to your existing client base.

Finally, we talk about how many MSP websites are downright embarrassing and why you should ensure your website represents you in the market.

Paul is knowledgeable and super passionate about MSP marketing, so grab a notepad and get ready to soak up some learnings here.

Eric and I are chatting about the important topic of Mental health. It's a heavy topic, but one that doesn't get enough of the spotlight. The IT industry can be an extremely challenging field. Lots of demands, risks, and an extreme pace of change. Now after almost 2 years of a pandemic, the cracks are starting to show in even the most stoic of us all.

In the conversation today, Eric shares his challenges with mental health. We also chat about some management practices that can help.

So if you're struggling with a mental health challenge or even if you're not there's great info for everyone in this episode of the podcast. Please relax for an hour zone out and enjoy the episode.

One that has had a profound impact on his business is using a system called open-book management. This is the practice of being highly transparent with your finances. Sharing as much financial information as possible with your staff and using it to instill a sense of ownership and awareness of the company finances.

We also talk about his experience in developing an employee stock ownership program or ESOP.

Eric's insights here are super valuable and align very closely with what I've observed in leveraging open-book management practices. So please enjoy this enlightening conversation with Eric Rieger.

Jay is a well-recognized and trusted voice in the IT Channel. He lives and breathes this stuff. He's super passionate about the industry trends and our industry future.

I get Jay's insights on the evolution of the distributors, the role of community in the channel, and his perspective on potential regulation of the IT industry.

Matt and I chat about his experience and lessons learned in growing an MSP from a handful of staff to a multi-million dollar business. We talk about staffing, team structure, client management, and tech stack. There are a ton of insights that you may find familiar in your growth story. There are also come great takeaways that could help you in your business.

Matt is a great guy, very open and honest and this was a fun discussion that I'm sure you'll enjoy.

I had Piers on the podcast a couple of years back in episode 41. We explored the psychological roots of procrastination.

Today Piers and I hit on something that I'm sure you have felt in the past year, Quarantine Procrastination. We also chat about some systems to help you and of course, end up talking about productivity since we're both a bit obsessed with the topic.

Enjoy the discussion and I hope you find it interesting and helpful.

Vadim and I discuss our shared experience in the early days of remote-delivered desktop computing. Vadim was an early visionary of what the technology could eventually become. He built an MSP and set to work in building a solid cloud desktop solution for his clients. His success with the platform led him to spin out Nerdio from his MSP and have built one of the channel's leading solutions for serving and managing Windows Virtual Desktops (WVD).

We talk about some of the early issues with the technology and how things have matured. As the company name implies this episode gets pretty nerdy, so get ready to go deep to better understand the power of Windows Virtual Desktops past and present.

Megan has a really interesting perspective on how information creates a user experience. This spans from technical documentation to user prompts in software. It's an area of the technology industry that isn't as flashy as others, but the conversation with Megan really opened my eyes to the importance of being intentional about how you present information to anyone. Users of a product, technical staff reading documentation. These are all areas that would benefit from an intentional approach.

Rick has a strong history in the CRM and Dynamics world. Now Rick helps businesses and vendors develop their Dynamics businesses.

In the podcast Rick and build on the previous episode, growing your cloud business. We chat about the opportunity that's available in building a dynamics practice, how to do it, and the huge impact it could have on your business.

Doug is a former Microsoft Dynamics business owner who now works as a partner enablement manager for Tech Data. Doug and I discuss some of the opportunities available to Microsoft cloud partners. Dynamics is a growing practice area for many MS partners and if you haven't considered how it could help your business, this podcast will help to highlight the opportunity available.

Steve is here to chat about the findings of Auvik's network field report. Auvik surveyed hundreds of IT Pros to get their perspective on their knowledge and practices around network management. The report is an interesting mix of insights. I've included a link to the full report in the show notes, so be sure to check that out. For now, enjoy my conversation with Steve as we discuss some of the insights from the report as well as some general discussion about network management.

Stephen is the CEO of GrowthForce one of the largest providers of outsourced bookkeeping and controller services in the US.

With three decades of experience in supporting businesses with their finances, Stephen has seen it all. The topic of today's conversation is an important one, Fraud! Stephen and I discuss how businesses are impacted by fraud and how to build better systems and processes in your business to ensure you're not one of the thousands of businesses every year that have money stolen from their business.

This discussion spans cybersecurity, process management, human psychology, and trust.

Please enjoy this useful discussion on how to protect your business from financial fraud.

GrowthForce is one of the largest outsourced accounting services in the US. His experience as a top executive in a Fortune 500 company is now put to work helping his team provide accounting system design and data-based management.

In our discussion today we talk about the tough times that likely lay ahead for the economy in 2021. Why and HOW businesses should be preparing for a rough economic future. We also chat about the human element and how to balance the needs of your company with the desire to be a compassionate leader.

Regardless of where you're at in your company journey, you should always know your numbers. This episode is a great resource to reflect on what you need to know and how you should be preparing for the future in order to protect your company's future.

The topic for today is MSP tools again, Luis and I are chatting about the evolution of the RMM tool for MSPs and how the pandemic is influencing network management.

Chris is a former MSP owner who now runs a consulting group that focuses on helping Managed Service providers get the most from the PSA.

The PSA or professional services automation tool is a central tool to most MSPs. The trouble is the tool often doesn't get as much love or attention as it should. Yes, can do ticketing, but there is also SO much more that the PSA can provide for your business.

Enjoy my conversation with Chris on why these tools are underutilized and what you can do about it.

Josh experienced very difficult personal events in the past year. The standard pressure of running an MSP was compounded by his girlfriend being diagnosed with cancer and his father entering palliative care. Then to top if off the coronavirus pandemic forced everyone into lockdown.

It would have been understandable that Josh would have been overwhelmed by the pressure.

Instead, adversity has created an opportunity to reflect on his values and his habits.

Josh and I talk about what these challenges have taught him about how he lives his life and how he manages his business.

To be honest, I have avoided talking about the pandemic in the podcast, but I also see now how this event will have long-lasting impacts on our businesses and our society.

I hope you enjoy this discussion with Josh Weiss on adversity and values.

Resources:

Psychological Safety blog post I mention.

Profit First - The Book that Josh mentions.

Nigel is a favorite guest on the podcast and if you haven't heard Episode 35 when Nigel and I discussed the transition from Time and Materials provider to the MSP model, I encourage you to check out that previous episode.

Today Nigel and I are chatting about one of the most common questions that gets asked in the MSP community, "How should I package and price my offering?"

What should you include? What should my seat price be? Should you have Termed contracts? All this and some fun war stories about life in the MSP channel, so stick around and enjoy.

If you'd like to check out the Tech Tribe Community. You can use my affiliate link to get 40% off your first month.

You can also check out Nigel's book here.

Linda and I discuss topics like valuing your company and what goes into that. Should you still be considering selling in a depressed market, how should you be preparing your company for a sale, and you may be surprised by how long that process takes.

Linda also has some valuable resources to share on the show notes. So check those out as well.

https://www.evolvedmgmt.com/podcast

Rob is a software product director and is currently writing a book entitled ADHD Pro.

Book link: https://adhdpro.xyz/ Twitter link: https://twitter.com/robmerki

Michael and I explore what team should consider when they are building cloud infrastructure. What are some of the common mistakes? Is On-prem more secure than the cloud? Also, since everyone is dealing with the COVID19 work from home issue, we explore some tips on ensuring people are staying secure when working from home.

We talk about some of the common mistakes IT companies make when building their marketing engine. We also discuss some of the effective tactics in marketing to your clients. We focus heavily on using LinkedIn as a vehicle for generating leads. We also touch on using your website and paid click campaigns. There are tons of useful ideas and strategies in this episode, so listen up and maybe make a few notes.

Today, we dive deeper into project management, especially people that find themselves as accidental project managers. We share some tips about dealing with people, how to run project meetings, and the huge career opportunities in project management.

ERP009 - Project Management

ERP019 - Futurism and AI

Training from LT10

On the podcast, Michael and I discuss gene therapy and the science of genetic engineering. We also discuss the quickly advancing field of the microbiome.

Likky on Linkedin

likkylavji.com

On the podcast today is Alona Bolotnikova of Perfecting Service. She helps MSPs with the soft skills and service coaching to ensure your support team is providing the best possible service experience for your clients.

We talk about common client complaints, best practices for updating clients on tickets, and top tips for helping your techs improve their service skills. Enjoy my conversation with Alona about creating a great service culture.

Earlier this year I found a software tool that filled a gap that I've struggled with for years. Both as a manager in previous roles, but also the managers that I've coached.

Keeping notes for meetings, one on ones, sharing deliverables and provide feedback. There are some tools that help with some of these, but it was always imperfect. Then I found Fellow. They call it a manager's co-pilot, but I would argue it's more than that. It uses the management practices that I advocate for and puts all of that information in a lightweight, easy to use platform.

I invited Aidan Mirzaee,(@aydin) CEO and co-founder of Fellow of the software to discuss management practices and how Fellow can help. I hope you enjoy this conversation with Aydin.

To Try Fellow.app for free, click here.

Today on the podcast I'm joined by Dan Wensley, CEO of Warranty Master.

Dan is a veteran of the MSP channel, having worked at Level Platforms which was a darling of the Canadian tech scene.

Dan was also the president of Passportal before joining Warranty Master.

In our conversation, we talk about how MSPs can leverage warranty data to ensure their client environments are more stable which benefits the customer as well as the MSP.

Huntress Labs Attack Debrief Webinar

Today we discuss his new book "Bring Your Brain to Work. Using Cognitive Science to Get a Job, Do It Well, and Advance Your Career."

Art also has a podcast called "Two Guys on Your Head."

Chris is a well-recognized member of the MSP channel, as the founder of IT Glue. IT Glue's remarkable growth curve and industry attention are unlike anything we've seen in the market. He recently exited IT Glue after selling to Kaseya. Now he's working with SaaS application entrepreneurs to provide capital and scaling strategies for their businesses.

In our discussion we catch up with Chris on the recent M&A activity of Glue and Fully Managed, the projects currently on deck at Top Down, and we discuss the current M&A madness in the MSP channel.

The products being managed by Top Down we mentioned

Quoter

Backup Radar

Warranty Master

Kevin is a co-author on several popular books including The Visible OPs Handbook, The Phoenix Project, and more. His industry expertise and insights are wide-ranging and the discussion is fascinating and enlightening.

Backups are an important offering for any IT service provider. Cloudberry is focused on supporting MSPs build a flexible backup offering that protects servers and workstations, as well as cloud app data like Office 365 and G suite.

Cloudberry allows a free trial of their software, so why not sign up and give it a spin?

Doug hosts an MSP focused podcast called MSP Voice that you should subscribe to.

Resources mentioned

4th Generation Energy Blog

Terrestrial Energy on Twitter & Facebook

Taylor Wilson - MSR Ted Talk - This is the TED Talk that got me excited about the MSR technology

Turning CO2 into gasoline

Nuclear facilities have killed far fewer people than you may think.

Nigel built and sold a successful MSP in Sydney. He now is leading a tribe of MSP owners looking to grow their MSP practice.

Nigel and I talk about the evolution of the IT service company to an MSP.

The mistakes people make and what makes it difficult. We also explore the idea of if you should do TnM & MSP or just go pure MSP.

Nigel is a fantastic guy and is truly passionate about the industry.

Managed Services in a Month - by Karl Palachuk

The Tech Tribe discount link here. Use this link and get 40% off your first month and the tech tribe will donate mosquito nets to communities in Africa!

If you're in a service-based industry it's important to know how your customers feel about your service. Traditional satisfaction surveys are terrible and the response rate shows that's the case. Simplesat can increase your client feedback 10 fold. Simplesat also makes the data more actionable. Jump over to simplesat.io for a free 30-day trial and try it out yourself.

I'm joined by Ian Paterson CEO of Plurilock. His company has a really innovative approach to security. It's an advanced form of user identification that can tell who you are by how you type and move the mouse.

We talk about why users hate passwords, security requirements for regulated industries, and much more.

We discuss why you may need a business coach, what business owners tend to struggle with most, and how technology is evolving MSP businesses as well as their client's businesses.

Several books are mentioned in the podcast in addition to Richard's book.

The E-Myth revisited

Getting Things Done

Red Key is a mature and successful MSP in the New York area. Alex and his team work hard to deliver business value to their clients. One of the best way for MSPs to do that is implementing a QBR/TBR. Alex recognized the value in the system they had built and has created a SaaS product called Strategy Overview to help others deliver effective technology planning to their clients.

Graphene is a material that quietly holds the keys to many of our next generation of technological advances. Filtering water at an atomic level, creating impossibly lightweight bulletproof material, building a quantum supercomputer, and powering nanobots. This little-known material called Graphene is central to a series of fascinating technical discoveries.

Today I'm speaking with Dr. Joseph Meany. Dr. Meany is and his colleague, Les Johnson, have written a book about this amazing material.

Tyler Orton is a reporter at Business In Vancouver newspaper who specializes in B.C.'s tech sector.

He also hosts BIV's daily show on Roundhouse Radio 98.3, tackling headline news and interviewing the city's most notable names in business.

Alex is a cyber security expert professionally but also has a deep passion for drone technology. His passion led him through a hobby interest in flying drones, to building and racing drones. He now helps organize a regional drone racing league in Vancouver. In the conversation, we chat about the growing sport of drone racing, some of the safety concerns around drones, the development of flying AI, and a few of the numerous commercial applications for drone tech. Lots of people are familiar with drone tech, but few appreciate how dramatically this tech will weave its way into our daily lives.

Alex Sterk is passionate about all things blockchain. For the past year, Alex has been interviewing members of the blockchain and fintech space on his podcast Blocktalk. Alex and I talk about the power of the blockchain, some of the cool projects he's come across in his interviews and what the future may hold for this technology.

Some portions of the audio have a slight echo. I'm quickly learning how to properly engineer the audio for future episodes.