Episode 246: As the MSP leader, actions beat words
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The podcast powered by the MSP Marketing Edge
Welcome to this week’s episode of the MSP Marketing Podcast with me, Paul Green. This is THE show if you want to grow your MSP.
In this episode I explain why it’s so important to lead by example in your MSP, as your team’s behaviour will mirror your actions more than your words. (jump to)
I also share a story of an MSP owner who successfully took a three-week break by properly resourcing his team, implementing clear systems, and maintaining visibility, proving his business could thrive without his constant presence. (jump to)
My guest this week, Alex Harvey – an MSP owner in Norwich, England – shared that he wished he had outsourced tasks, hired sooner, and set client minimums earlier to better focus on growth and profitability. (jump to)
Lastly, I take on a question from Jerome in NYC. He wants to know how to effectively break into a vertical. The answer – start with a dedicated page on your existing website to show your expertise and then create a separate site once you gain traction. (jump to)
Join me as we unpack these topics and learn from some triumphs and trials in the MSP world. Oh, and don’t forget to join me in the MSP Marketing Facebook group.
As the MSP leader, actions beat words
Have you ever noticed how children imitate what you do more than what you say? It’s an interesting quirk of parenting, and it’s the same with your staff. The culture of your MSP is shaped far more by your actions than your words.
Take my friend Dave, for instance. He spent hours venting about his boss’s contradictory behaviour. His boss insisted on cutting costs and being frugal but then flaunted a brand-new boat he bought over the weekend. This sent the wrong message to the team. Instead of feeling appreciated, they saw their cost-saving efforts as a means for the boss’s personal luxury. This not only demoralised the team but also sparked resentment.
Another example involves an MSP owner, Boris, who was eager to grow his business but found marketing dull. His lack of enthusiasm showed during meetings, where he’d often check his phone or get distracted. His marketing coordinator felt undervalued and demotivated because Boris’s actions didn’t align with his words about the importance of marketing.
These stories highlight a crucial lesson: if you want your team to embody certain values, you must lead by example. Whether it’s handling help desk tickets promptly or keeping the office tidy, your actions set the standard. Remember, your team, like your kids, are always watching and learning from you. Show them the behaviours you want to see, and you’ll cultivate a positive and productive culture.
How to take a 3 week vacation with ZERO CALLS from your MSP’s office
A few years ago, an MSP Marketing Edge member shared his impressive approach to taking a three-week break without being bogged down by work. His trip was both a holiday and a working retreat, yet he only checked emails once a day, avoiding disruptive calls entirely.
Like many MSP owners, he worked hard to free himself from day-to-day clutter, delegating first-line support and administrative tasks to focus on growth. He prepared his business for his absence with three key strategies:
Proper Resourcing: Understanding the weekly workload, he ensured his team had enough resources, including senior technical advice from a non-competing partner MSP.
Clear Systems: Implementing systems, checklists, and standard operating procedures, he minimised chaos and stress. As the saying goes, “SYSTEM: Saves You Stress, Time, Energy, and Money.” Recommended reads: The E-Myth Revisited and The Checklist Manifesto.
Visibility: He maintained peace of mind by checking in via his PSA, avoiding the anxiety that comes with a lack of information.
This experience taught him that his business could thrive without his constant presence, a crucial mindset shift. This approach has helped him create a more enjoyable business, giving him space to think and focus on growth, ultimately retaining his passion and achieving a healthier work-life balance.
This MSP wishes he’d done these 3 things differently
I had the pleasure to sit down with Alex Harvey, a young and dynamic MSP owner of Snap IT in Norwich, England. We explored his journey, particularly focusing on three key mistakes he wished he had avoided early in his business.
Firstly, Alex emphasised the importance of outsourcing tasks sooner. Initially, he clung to tasks like bookkeeping and admin, thinking it would save money. However, he realised that delegating these tasks would have allowed him to concentrate on acquiring and serving clients better.
Secondly, he wished he had hired sooner. The fear of financial instability held him back, but hiring early would have pushed him to grow his business more aggressively. The addition of his first hire was a pivotal moment that propelled the business forward.
Lastly, Alex discussed the importance of setting client minimums from the start. Taking on any client with a wallet led to unprofitable and demanding relationships. Establishing minimum spending thresholds would have aligned his client base with his business goals, ensuring growth and profitability.
Alex’s insights are invaluable for any MSP owner, highlighting the importance of strategic delegation, timely hiring, and selective client acquisition to foster a thriving and sustainable business.
For helpful reading on getting ahead with running your MSP, check out 10x Is Easier Than 2x and Who Not How both by Dan Sullivan and Benjamin Hardy.
FEATURED GUEST:
Alex Harvey is a Senior Consultant at Snap IT, an MSP based in Norwich, England. He began his journey as a contractor for the NHS (National Health Service) in the UK doing network management and moved onto a variety of IT manager roles before starting his MSP in 2019.
Alex prides himself on helping a lot of people not launch their computers out the window He also works as a third party consultant for Halo PSA and helps other MSP get the most out of their PSA investment.
Connect with Alex on LinkedIn
Do I need a new website to break into a vertical?
This week I was asked a fantastic question by Jerome in New York City. His MSP is six years old, and he’s curious if he needs a new website to break into a vertical.
The short answer is yes, and the long answer is no.
If you’re serious about breaking into a vertical, your marketing must demonstrate a deep understanding of that sector’s needs, wants, and fears. They need to see you as a specialist in their field, and a dedicated website can achieve this. It allows you to tailor your content, showcase relevant social proof, and make everything highly relevant to their business, leading to better marketing results.
However, don’t let the lack of a new website delay your plans. If it takes months to create a new site, start with a vertical-specific page on your existing website. This way, you can begin targeting the vertical immediately. Once you see traction, then you can invest in a dedicated vertical website. In fact, in my previous business, I ran three separate websites for different verticals, whic
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