Richard Tubb's Blog, page 14

Travelogue: UptimeLIVE 2024: Business Growth for MSPs

Time for another Team Tubb Travelogue! This time, Gudrun Lauret catches up with Richard Tubb and Lenka Koppova, who are in London for UptimeLIVE.

Grab a cup of your favourite tea or coffee, relax and join them for a fun conversation about the highlights from this big event.

They share why UptimeLIVE is different from the usual MSP events, the new breed MSPs changing the industry and why the keynote speaker was so inspiring.

Plus… the Team Tubb Travelogue Quiz is back! Can Richard, Lenka and special guest Bradley Munday answer Gudrun’s questions about angels?

What is the TubbTalk Travelogue?

These are ad-hoc, bonus episodes of our regular TubbTalk podcast, recorded live at an event. A member of TeamTubb calls Richard and/or Lenka for an on-the-ground update on what they’ve learned and their highlights from the day.

Listen to the Travelogue from UptimeLIVEWhat to Know About UptimeLIVE

UptimeLIVE is hosted by Bradley Munday and Jason Kemsley, the co-founders of outsourcing experts Uptime. They provide NOC, SOC, helpdesk and project support white-label solutions to busy MSPs.

The event featured two tracks: one with speakers and the other with deep-dive conversations. There were also plenty of networking opportunities, vendor and sponsor exhibits and an evening reception.

The focus of this event was on business development and growth. And as such, speakers presented on topics such as mergers and acquisitions (M&A), building relationships and peer collaborations.

Were you at UptimeLIVE too? Send us a voice recording with your highlights, and we will add your comments to our next Team Tubb Travelogue!

You Might Also be Interested inUptimeLIVE: Innovation, Reliability and Scalability for MSPsPodcast: Why Modern MSPs Need to be at UptimeLIVE

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How to Network Effectively: Tips for Before During and After

So hopefully I’ve persuaded you that it’s worth taking time out of your schedule to attend a networking event? Good! Now to share some tips so you can network effectively and get the results you want from it.

I’ve split this into three sections, so you can do some prep beforehand and ensure you follow up properly afterwards. 

Before You Attend the Networking Event

You don’t need to do too much prep ahead of time, but it’s worth spending 20 minutes the night before your event to answer these questions.

What’s your objective?

As we’ve said in earlier posts, the purpose of networking is not solely to find new clients. However, if you have an offering that you think people will appreciate, it’s fine to go with the intention of promoting it. But don’t be overtly salesy and force it on everyone. Be selective with who you mention it to and listen to what they need first.

It’s preferable to go with a goal of giving rather than receiving. Can you find three people you could introduce to someone in your network? Maybe you just want to practice your intro or you’d like to make five new connections. Set your goal now.

Can you see the attendee sheet?

Having sight of the attendee sheet prior to the event is helpful. For virtual events, these are normally circulated along with the Zoom link a day or so before the session. Likewise, in-person sessions often share these with confirmation of date/time/location.

This is great, because it means you often have their website addresses to do some prior research and decide if you want to seek them out at the event. You may also choose to connect with them on LinkedIn ahead of time. Send a personal message to let them know that you’re both attending the same event.

Often the sheet will provide email addresses too. No matter what you do, do not add these emails to your newsletter list! Don’t send people unsolicited emails, either. Find the person on LinkedIn or at the meeting and make sure you have a conversation. If they ask you to email them or add them to your distribution list, then you can do so.

Who would you like to meet?

Is there someone specific you’d like to meet who isn’t on the attendance list? Can you find out if anyone who is there can make an introduction for you? If they are attending, what’s the best way to ensure you get a 1:1? Should you arrange it ahead of time? How will you recognise them if there aren’t name badges?

Or would you like to make connections with people in a specific industry? Again, is there an attendee who could refer you? Or is there an industry-specific event that you could attend or even speak at? Who’s the best person to help with that?

Do you need an elevator pitch? 

The organiser should be able to tell you if you need to introduce yourself to the rest of the group. The elevator pitch (sometimes referred to as a ’60 second pitch’ because that’s how long it should take you) is a succinct summary of what you do and who you do it for.

If you go to a lot of events, you might already have your intro prepared. But if it’s been a while, your business has changed or you’d like to give one tailor-made to the meeting, spend some time rehearsing this before you go.

Remember that you’ll also need to tell people you meet one-on-one about your business. So look at how you can craft a one- or two-line version of your elevator pitch so you’re ready when someone says: “And what is it you do?”

During the Networking

If you’re a seasoned pro, maybe you don’t need to think ahead about what you’ll do when you’re at the event. But here are a couple of things you might want to consider.

Joining in Conversations

There’s nothing more intimidating than facing a wall of suited backs and feeling that to join in would be an intrusion. But for the most part, people will welcome new faces into a conversation. Before you approach, consider the body language. If there are only two people engaged in a deep and meaningful, leave them to it.

But if there are a few people, and you’ve seen others join the group, then be bold and squeeze in with a smile on your face. Listen to the topic of conversation and chip in at an appropriate point – don’t interrupt.

If nobody acknowledges you, introduce yourself to the person nearest you or someone who looks quiet. Event organisers often give ice-breakers at the start of the session so that can be a good opener. Or try my favourite trick – hover around the coffee station. Spilling the milk is optional!

Speed Networking

Speed networking doesn’t happen at all events, but it’s a good way to get to know lots of people in the (virtual) room. You might be given a number at the start of the session, and you’re encouraged to hunt out another digit.

Alternatively, speed networking might involve some musical chairs, with participants moving along the table or around the room. The ‘speed’ element refers to how long you have – sometimes it’s only as short as one minute. There’ll be a buzzer of some sort to tell you to move on.

This is where the abridged version of your elevator pitch comes in. Listen carefully to what the other person tells you and offer a solution if you have one. You might want to have your business cards, QR code or other link ready to hand over.

You might want something to take notes on – a pen and paper is probably less intrusive than using your smartphone to jot things down. Definitely don’t record the chat!

Round Table Problem-Solving

A round table set-up is a great way to get to know a smaller group of attendees better. It gives you a chance to have a proper conversation and find out more about their businesses.

The round table sessions are usually one part of a more traditional networking event. There are usually two, or sometimes three. It’s up to the organiser to decide if you stay with the same group for each one or they’d like you to move around.

Also, the topics can vary, but attendees are usually encouraged to share a current challenge and then an ‘ask’ – an introduction or a recommendation. You might also be asked to share a recent win.

It’s useful to plan your questions ahead of time and take lots of notes. But listen carefully to everyone else. Because not only is there a possibility that you can help them, but someone might make a suggestion that you could use too.

Remove Yourself From Conversations 

This is the bit I’m bad at! I’m very British and find it hard to walk away from someone I’ve been talking to for a while. I tend to hope that they’ll leave first or someone will interrupt us.

But you should be proactive if the conversation isn’t going anywhere and there are other people you’d like to meet. You could fake a phone call or excuse yourself to find the loo, the organiser or another biscuit. Or even (pretend to) leave!

Or you could just be brave and say: “It was great to meet you today. Please excuse me as there are some other people I’d like to catch up with.” If the conversation has gone well but you’d still like to mingle, take them with you to join a new group.

What to do After You’ve Been Networking

Put half an hour or so in your diary to follow up on any actions arising from the networking session. And try to do this as soon as possible after it finishes! That way everything will still be fresh in your mind.

Follow-up Process

You might have a standard process that you carry out after each event. That might be things like:

Connect on LinkedInAdd details to your CRMAdd someone to your mailing listType up your notesResearch a tool or other recommendation

Or you might do something different specific to the event you were at. Again, do it as soon as you can.

Future Events

Was this a one-off event or are there regular meetings? Do you need to join or make a payment in order to attend again? If there’s a subscription, look at what’s included and what’s expected of you. As we’ve mentioned before, BNI members have to attend every week or send a proxy.

Get the dates for the next few meetings and pop them in your diary now. Are there any clashes? If so, can you rearrange anything you’ve already got booked in or will you have to skip a certain date? Check now!

Did you Promise Anything?

If you promised to do something, no matter how small, make sure you do it as soon as you can. Not doing so makes you look unprofessional and unreliable and can have an impact on your relationships with the other attendees.

Perhaps you said you’d connect with someone on LinkedIn, or offered to make an introduction to someone else. Open your email account and get it done straight away. Likewise, forward any links, useful articles or other resources, either via email or LinkedIn DM.

Or maybe you met someone you’d like to work with in some capacity. You may not have promised them something, but you made a note to send them something as a surprise to show how helpful you are. If so, do that now.

What else would you put on this list? Let us know in the comments!

You Might Also be Interested inBook: Richard Tubb: Business Networking for GeeksWhy You Should Make Time for Networking as a Busy MSP OwnerWhy Modern MSPs Should Embrace all Kinds of Networking Groups

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For Better MSP Wellbeing: We’re Not Machines, We’re Human Beings

*trigger warning: mentions of suicidal ideation along with poor MSP well-being*

Regular blog readers will know that I talk openly about the importance of mental health and MSP wellbeing. I share about my own struggles with depression, and I encourage others to do the same, so they can get the help and support they need.

My friend Diana Giles, who runs an IT company in Oklahoma, is also the host of a podcast, “For the Health of IT’, where she and her guests discuss the unique challenges faced by managed service providers and those in the tech space. I was delighted to be a guest recently, and this article is a summary of our discussion.

Listen to the Original Interview

The Back Story

I was diagnosed with clinical depression in my early 20s, which is a chemical imbalance in the brain. But after much reflection, I see that those darker thoughts were present in my childhood, too.

At that time, depression, anxiety and mental health weren’t really discussed. And that was the case when I started in my career. Fortunately, things have moved on a lot, and we’re starting to share about how we feel more. That’s so important, because if you’re struggling, know that you’re not alone.

After my initial diagnosis I was prescribed antidepressants, and the way my GP (general practitioner – doctor) described it was that this would rebalance my brain chemistry. So it seemed manageable.

However, in the intervening 20 years, I’ve learned that it’s more nuanced and complex. There’s the physiological side of things, but just like a computer, the brain can be impacted by what goes in. I’ve dug underneath to better understand myself.

My Wellbeing Journey

I started my IT career in a corporate setting, and it quickly became apparent that it wasn’t for me. I struggled with the rigid timekeeping and lack of reward for a job well done.

And at the same time, I was still adjusting to my diagnosis, and there were days when I just couldn’t get out of bed. But a lack of awareness of mental health at that time meant that my managers were not always supportive.

I knew that I could deliver the results, so I set up my own MSP (managed service provider) business, where I could be in charge of my own hours. It allowed me to manage my energy levels and still give excellent service to my customers.

Another lesson I learned early on was that I’m a tech geek and I started my own business to help people. But if you don’t look after yourself first, you won’t be able to help anybody else. And I think that’s where MSP wellbeing can fall down.

That realisation changed the course of my life. If I wanted to better serve my clients, then I needed to prioritise self-care and self-development. And that’s true of all small business owners. You can’t continue to put your customers before yourself.

As Diana says, we’re often guilty of putting pressure on ourselves under the mistaken belief that our clients expect it of us. Here at TeamTubb, I encourage everyone to clarify with me on deadlines – what does ‘urgent’ actually mean?

Because to some people, urgent means ‘drop everything and deal with this now’ and to others it means ‘I’d like this doing in the very near future.’ It’s another powerful lesson we all need to learn.

Managing Your Wellbeing as an MSP Owner

When you first set up your MSP, you feel relieved that you’re no longer answerable to anyone else. But of course that’s not really the case. You have obligations to yourself, and also to your clients.

It’s easy, when you first start out, to accept work from anyone who offers. However, the type of clients you work with can mean the difference between having a good time in business, and a bad time. I began assessing who would be a pleasure to work with and who wouldn’t, and disqualified the latter.

Even to this day, I still put myself under pressure and give myself a hard time, although I’ve got better at it. You wouldn’t take it from a client or anyone else, so practice self-compassion and be kinder to yourself.

Diana says being in business is hard enough without adding depression into the mix, and that’s true. But just like I don’t say, “I’ve got asthma so I can’t do this”, I don’t use clinical depression as a label, a reason not to do things.

What it does mean is that I have to be more mindful of my own red flags and manage myself and my workload. For instance, I attend a lot of industry events, many overseas. Being on the road means I don’t eat or sleep as well as I do at home, and I don’t get enough exercise and fresh air. And that’s when the black cloud can descend.

Now I recognise my red flags, I don’t just paste on a smile and try to push through. Instead, I rearrange my schedule to give myself some space, quiet and grace. That’s taken a while, but it’s so important to learn that.

Unhealthy Coping Mechanisms for Depression

Diana has seen that often when people are struggling with depression and mental health challenges, they adopt unhealthy coping mechanisms. That’s different for everybody, but it can involve drinking, taking drugs or other dangerous behaviours.

Certainly for me, I reached for the bottle more times than I care to remember. I went out partying and got into scrapes. And today I can’t believe I did that. But it is what it is, and it is self-medicating. I’m fortunate that it didn’t develop into a bigger problem.

I can see now that it was a way to hide from y feelings. I was distracting myself, and I understand why others do it too. But if you had a pain in your arm, you wouldn’t ignore it. So when you have a mental pain, see that as your body telling you that something isn’t right.

I’ve now lived with my clinical depression diagnosis for 28 years, and I still don’t accept some of the reasons why it happens to me. And I often say yes to things that aren’t good for me – such as taking on too many speaking gigs in a short space of time.

But each time, I get a bit better at saying no, too. I learn a little more about myself and practice more self-care. Maybe on day I’ll finally get everything into balance and understand what it’s all about.

When Poor MSP Wellbeing Moves to Suicidal Ideation

Diana shared that a colleague of hers died by suicide at work one day. And sadly, when she set up her own business her first client came to her because their IT provider took their own life.

We know that many industries can create stressful, volatile work environments, but we can only speak to our own experience in the IT sector. The pressure of running a business can build up, and it certainly happened to me.

At one stage, I didn’t think I would reach the age of 40. I believed that the ‘black dog’ (the term Winston Churchill and many others use for depression) would get too strong and I wouldn’t be able to fight it. Even recently I’ve had suicidal ideation.

Rationally, I know that if I can just hold on it will pass. And it does, although sometimes it takes days rather than hours for that to happen. I know that I’ll wake up one morning and feel better. I’m able to compartmentalise it.

But for the people around me who love me the most, it really rocks them. They see me suffer and know I’m in a really dark place. It’s challenging for them, and it’s sometimes jarring when I seem to bounce back so quickly.

Last year, I spoke on stage at a CompTIA event and shared my story. I told the audience that on occasion when they’ve seen me speak it’s taken a real effort to drag myself out of bed and to push away the dark thoughts in order to present.

Afterwards, people were in tears, not knowing how much I’d been suffering. But more significantly, many of them opened up that they too struggled with their mental health and wellbeing. It was scary, but I’m so glad I did it.

Small Steps to Support an MSP to Better Wellbeing

“What can we do to help people when they feel like that?” asks Diana. For my part, I have a messaging group of people who know they can ask one another for help. When I first shared my mental health challenges with a friend, he said: “Whenever you’re really struggling, send me a message. I’ll drop everything to talk.”

So now I offer the same to anyone who tells me they’re having problems. You need someone to be a witness to what you’re going through. Someone who can help you get through to the other side.

The author Chris Brogan says, “depression is a liar.” When I’m having a hard time, my wife will say, “This is your unkind brain speaking to you. It’s the nasty version of you saying mean things.” So reaching out to someone who knows you well can reassure you that it’s not true and it’s just your unkind brain.

And if you don’t feel that you have anyone you can talk to, I assure you that you do. But if you’re not ready to open up to them, I urge you to talk to someone. I recommend Mind and The Samaritans for mental health support.

You also need to know what your red flags are, so that you can spot them and address them before things get too much for you. For myself, I created a resilience plan to assess how I feel. That’s things like, am I feeling rundown or being critical of others?

I share this with my loved ones and ask them to keep an eye out for any of these warning signs. They know to point out changes in my behaviour so I’m aware that I might be approaching burnout and a downward spell.

Journalling for Better MSP Wellbeing

I’ve been journalling daily for the last 10 years, and I highly recommend it. Don’t dismiss it as ‘a teenage girl activity of keeping a diary’! There’s more to it than that. I write down three things I’m grateful for every day. Gratitude is a great way to combat the unkind brain. If the black dog comes along, I can tell it it’s a liar.

I also like to set goals for myself, and plan three things I want to achieve each day. And then by evening, I list three awesome things that happened. And what’s really interesting about journalling is that it helps you to spot the positive events even when things seem to have gone badly.

We’ve all been there – you get a phone call from an irate customer at the end of the afternoon and you feel like your whole day has been terrible. But the act of writing down gratitudes and nice experiences helps to reframe the day in your mind.

Diana shared her own journalling practice is sightly different, but she’s been doing it for the last four years. “Each morning, I write down one personal thing and one professional thing that I’m grateful for. It works for me that way.”

That’s the beauty of journalling – it can be done in whatever way works for you. Jot down three bullet points, or write paragraphs and let it all flow out of your head and onto the page.

Final Thoughts

Whatever role you have in the IT industry, don’t try to do this journey alone. There are all kinds of places where you can find support. As well as CompTIA, there are local peer groups, in person and online events and communities you can be part of.

Places like The Tech Tribe are warm and welcoming, and illustrious leader Nigel Moore has been open about his own mental health. Plus you’re in a safe space with peers who understand the specific challenges of the industry. It’s a lot healthier than sharing on Facebook.

Diana agrees: “There’s something about peer support – people who really get what you do – that really is therapeutic. Even more so than your spouse or others you’re close to – because they’ve had similar issues.”

The number one thing I want you to take away from this is: ‘You are not alone. Reach out and ask for help. There are others who’ve been through this too.”

You might also want to try meditation. It can seem ‘woo-woo’, but many high achievers in the IT industry have adopted the practice. What meditation does is teach you to sit with your own thoughts. To be less judgemental and more mindful.

When you self-medicate, that’s because you’re uncomfortable with dealing with your thoughts. Meditation allows those thoughts to come to the surface and for you to be curious about them.

I’d love to hear your feedback on this one, so please comment below. Have you got any resources you’d like to share? Feel free to pass them on.

Mentioned in This EpisodeMy book: The IT Business Owner’s Survival GuideMental Health Resources for MSP Business OwnersMental health charity: MINDSuicide support charity: The SamaritansIT community group: The Tech TribeYou Might Also be Interested inPodcast: Mental Health for MSP OwnersMindDoc – Your Mental Health CompanionWhy Time off is Vital for MSP Owners’ Mental WellbeingMeditation app: Headspace

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TubbTalk 163: Why Modern MSPs Need to be at UptimeLIVE

Jason Kemsley and Bradley Munday are the co-founders of Uptime, a white-label, outsourced solution provider. They offer helpdesk, NOC, SOC and project support. They are also the organisers of new MSP conference, UptimeLIVE.

An Interview with Jason Kemsley and Bradley Munday Watch the Video Interview

The New Type of Managed Service Provider

In the last decade, Jason and Brad have seen more MSPs outsource some of their tasks. But Brad says: “What we’re seeing now is people who have sold their MSP. And they’re going around again. Alongside them, are non-techy people starting an MSP.

“So for them, outsourcing allows them to spin up. And that saves them the headache of managing a technical team if that’s not their expertise. But people are also more open about using outsourced services. We still white-label, but clients tell their own customers they use us.”

And there’s another benefit to doing that. The business owner is at one remove from any issues and complaints. So they don’t have an emotional response to problems and a need to defend themselves. This lets them look objectively at what’s gone wrong, and creates better rapport with customers.

Predictions for the Future of the IT Service Desk

One of the big shifts in help desk provision in recent years is the person dealing with the tickets. As Jason says: “The second line role is often delivered by the vendor. And that makes sense in many cases.

“For instance, if there’s a problem with 365, there’s only so much you can do before you contact Microsoft. But with an increase of AI tools that can help, that second line isn’t so necessary. And the other change is before the front line – customer service.

“Many people now have a chatbot to deal with and direct queries accordingly. Then there’s an automated process to find a resolution. It’s just important to bear in mind that the chatbot won’t have the technical knowhow. So think about who is helping your clients.”

How to Balance Technical Skill Requirements with Help Desk Customer Service

Of course, this leads to a difficult balance of great customer service with getting the right responses. But, says Brad, “That’s always been the case. We don’t know what tickets are going to come in, and you need to track escalation.

“So we talk about using automation within your PSA (Professional Services Automation) tool. For example have user-defined fields to create a workflow from concierge to first line and on to the second line. By tracking the escalation, you can use the data to make decisions.

“And that lets you tweak the balance of your help desk. If you’re getting too many escalations, then you need more people doing the triage. It allows you to get a better balance.” Jason suggests assigning both a customer service person and a techy to each ticket, to resolve them quicker.

When to Consider Outsourcing Your Helpdesk

One of the biggest mistakes MSPs make is to focus more on the tech aspects of their business rather than sales. “It’s a safe space, so it’s easy for us to fall back on,” says Jason. But everything starts with sales.

“You need a reliable, consistent and measurable sales funnel that brings in leads. But it’s up to you at what stage you outsource. What I would say is, look at every area of your business and identify an outsourced option for it. That might be marketing, payroll, HR.

“There are lots of good vendors who will help you assess the options without giving you the hard sell. So when a problem does arise, you know which outsourcer you’re going to for help. That’s an outcome perspective, not an emotional perspective.”

What is UptimeLIVE?

Uptime LIVE is a business show for MSPs, not the traditional event. “So we’ve dropped the tech side from the agenda,” explains Brad. “Instead, we’re talking about how we all grow as business people. We’ve been running Uptime for 15 years, and we’ve identified pivotal moments where we’ve gone to the next level.

“And UptimeLIVE is a day of focus to help you work out how to accelerate your business growth. But also to work out what that looks like for you. Some people want a million-pound turnover, and others want a lifestyle business. Once you’ve established that, we’ll help you choose the tools that will get you there.”

Where the Idea for UptimeLIVE Came From

Both Brad and Jason have attended a lot of MSP events, and over time felt that the value was diminishing. So they saw there was an opportunity for them to offer something new. “And we knew that we were at a point where it had to be a bigger scale,” says Jason.

“So we could solve two problems in one. We could provide something really valuable for the community, and we could get our partners together to build stronger relationships with them. We think it’s a perfect combination.

“It’s not going to be profitable for us. Because every penny we have has been spent on things to add to the value for the attendees. We actually found a small kitty we weren’t expecting, so we’ve paid for some arcade machines and things to go in the corner of the room. We’ve invested in the best of everything.”

How Brad and Jason Chose Their Speakers for UptimeLIVE

Because they both felt there was event fatigue in the MSP space, Jason and Brad wanted to do something new and different. They didn’t want to have the same familiar faces. “So we found people who’d helped us accelerate the business, and asked them to speak,” Brad says.

“Some of them ran MSPs, but that was a happy coincidence. We have got the M&A piece covered, because we know people want to buy or sell. And we’ve got a new-breed MSP talking about what their business looks like and how they’ve scaled.

“Ultimately, UptimeLIVE is a day of content, education, leadership and business strategy. So we’ve chosen our speakers, and particularly our keynote (Levi Roots) to address all of those areas.

How to Connect With Bradley and JasonUptimeFollow Uptime on LinkedInLike Update on FacebookFollow Uptime on XConnect with Bradley Munday on LinkedInConnect with Jason Kemsley on LinkedInHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk on iTunesSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeMSP event: UptimeLIVEJason Green, EOS WorldwideChef and entrepreneur: Levi RootsJohn Whitty, Chairman of Air ITBook: Anthony Iannarino: Eat Their Lunch: Winning Customers Away from Your CompetitionYou Might Also be Interested inUptimeLIVE: Innovation, Reliability and Scalability for MSPsCompTIA ChannelCon 2024: Key Takeaways on MSP GrowthPodcast: Why Should MSPs Outsource Their Helpdesk for Business Growth?

 

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CompTIA ChannelCon 2024: Key Takeaways on MSP Growth

Did you miss CompTIA’s ChannelCon 2024? Worry not! Here are some of our key takeaways from this year’s event.

CompTIA ChannelCon 2024 took place over two days at the Regency Hyatt in Atlanta, Georgia.

Managed Service Provider (MSP) and IT Solution Provider delegates had the opportunity to network, meet vendors and find out the latest industry updates.

There were a range of sessions to choose from, depending on their interests.

Here are some insights into three of my favourite sessions from CompTIA ChannelCon 24.

Are You Ready for Data?

The “Are You Ready for Data” session of CompTIA ChannelCon was a panel conversation, and a great way to hear advice from experts about how data plays an essential role in the managed services.

Involved in this session were:-

Sean Lardo, ConnectWise EvangelistLisa McGarvey, VP of TD SYNNEXMJ Patent, CMO at LogicallyRobert Buda, Principal Database Consultant at Buda Consulting, Inc

The panellists explored how an MSP can become data-driven and use it to build meaningful growth.

Of course, it’s not a quick fix, so start with the basics and manage your metrics.

Additionally, the session identified four key areas to consider when it comes to data:

Data is an asset: Use it as a way to make decisions, not as an after-thought. Make the most of the data you gather.Make ‘actionable intelligence’ your watchwords: DO something with that raw data! Decide what information is important and use it to set goals. Implement processes to improve customer satisfaction and boost your bottom line.Integrate and standardise: Get a system in place for data entry and record-keeping for data accuracy and consistency. It can be a challenge to integrate data across systems. But it’s critical if you want a clear picture of where you’re headed.Future trends: Use AI, but with caution. Get the basics of your data management right first, then learn which AI tools will help. And be confident in discarding those that don’t.

Given that data can be such a dry topic, this was a really engaging session, and the panellists did a great job of giving some real-world advice on using data effectively.

The Helpdesk of 2030

Jason Kemsley knows a thing or two about helpdesks! His business, Uptime, supports hundreds of businesses with its outsourced and white label solutions.

In this presentation at CompTIA ChannelCon 2024, Jason asked the MSPs in the audience to look to The Helpdesk of 2030.

As everyone in the IT space knows, things change rapidly, and helpdesk services are no different.

Jason’s belief is that second-line support will be absorbed by vendors by 2030. So what can MSPs do now to prepare for that?

Another shift MSPs need to know is that customer service agents will play a bigger part within their companies. And they will be the first point of contact, taking on simple tasks and helping users.

In turn, the tech team can focus on complex problems to speed up ticket resolution times.

Of course, automation will be a big part of this. So, Jason says, get to grips with the AI solutions available and look at how to integrate them now.

Clients will use these AI solution to self-fix some challenges. And alongside that, use automation to prioritise incoming tickets and save time.

An amazing session from Jason Kemsley, and one I have invited Jason to speak further about on TubbTalk Live.

Unlocking the Automation AI Advantage

Another speaker highlighting the benefits of using AI and automation at CompTIA ChannelCon 2024 was Jamie Claret of Autonomate.

Jamie is passionate about MSPs harnessing their disruptive potential now.

But why does he think that? Well, Jamie says managed services providers can no longer rely on the recurring revenue model that’s brought them success in the past. If you want to stay ahead of the competition, then you need to use AI.

Because we can’t deny that AI is everywhere we turn these days. It’s surprising just how many businesses have adopted it, and how diverse those companies are. Speak to your own clients, and see how many of them use AI.

And as their trusted IT partner, be bold and talk to them about how to use automation to improve their processes. Demonstrate how you do this in your own business. Yes, all of this might require a change in mindset and an investment to upskill, but it will be worth it if your MSP wants to ensure longevity.

Why Your MSP Needs to be Part of CompTIA

I’m proud to be a CompTIA member and part of the group since its early days in the UK.

Events like CompTIA ChannelCon really highlight the member benefits. Attendance is free, so you just have to cover travel costs!

As you can see, CompTIA attract world-class speakers every time they host an event.

But don’t just take my word for it, because the data speaks for itself:

There are 100,000+ CompTIA members worldwide3m people have taken one or more of their accreditationsThe CompTIA’s non-profit arm, Spark Initiative, has given away $150,000 to dateCompTIA offers career guidance to IT professionals at all levelsThe CompTIA team provide learning opportunities for people from under-represented populations

If you’re unfamiliar with CompTIA, I’d highly recommend checking out my article on Why CompTIA are the Industry’s Best Kept Secret.

What do you make of the above insights into data, artificial intelligence and automation? Leave a comment below, or get in touch.

You Might Also be Interested inCompTIA UK&I 2024: Remarkable Insights for Excellence and InnovationPodcast: How the CompTIA ChannelCon Event Helps MSPs to Build the ImpossibleThe List of Awesome Events for Managed Service Providers

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Why Modern MSPs Should Embrace all Kinds of Networking Groups

Think all networking groups are the same? Think again! With changes in attitude to how and where people work, as well as the kind of events they like to attend, modern networking is not what you imagine. Here are eight different options to consider.

1. Peer Networking Groups

We’ve mentioned peer groups in previous posts about networking. Richard credits much of his success as a managed service business owner to being part of peer support groups from early on in his career. And our Community Manager, Stephen, often attends local events.

So what makes these a good idea? After all, aren’t they just full of your competitors, looking to steal your ideas and your clients? Not at all. The IT and MSP space is super supportive and the groups are a safe place to share challenges and wins.

The online MSP membership, The Tech Tribe, also has an in-person element: Local Tribal Gatherings. Members host local and regional get-togethers, where there’s some informal networking, a chat about a particular topic and the opportunity to meet with vendors.

The social aspect is a big part of these, and cloud marketplace Pax8 are the beer and pizza sponsors. It’s free to attend, and non Tech Tribe members are always welcome. There are events happening globally, so you’re bound to find one to suit you.

If you’re looking for advice, a new software solution or just a group of people you can let off steam to, then a peer networking group is a great option. We’ve even compiled a handy list for you! Have a look and see what you fancy.

2. Masterminds

The term ‘master mind’ was coined by American author Napoleon Hill, featuring the concept in his 1937 classic “Think and Grow Rich.” In the book, Hill recommends finding a group of business owners who can provide mentoring, referrals and inspiration.

He also suggests finding people who are further ahead on their business journey, so they can better support you. A mastermind should only be temporary – have an end goal in mind before you start.

So what does a mastermind look like for today’s MSPs? Well, you can find (or create) a group of people who’ll help you achieve a specific goal, whether that’s financial or otherwise. It can include a mentor who can share their own experiences and guide you to avoid mistakes.

Or you might choose a selection of your peers who you can collaborate with on various projects. You can meet online or in person, and get together as often as you like. Some people prefer weekly, others prefer monthly sessions.

It’s key to ensure that everyone gets their time in the ‘hot seat’. This is a dedicated period of time for them to share a current challenge and receive specific advice. For this reason, mastermind groups are best with no more than six members – four is better.

3. Network at Industry Events

If you want to meet new people, then an industry-specific event is a great way to do that. Whether you choose to network in the UK, or decide to stretch the marketing budget to an international conference (Kaseya DattoCon takes place in Florida!) there’s something for you.

Want to find someone to outsource your ticketing to? Then you need to be at an industry event. Think a mastermind might keep you accountable? Find group members at a conference. Need to ask a vendor a question or find a specialist partner? You get the idea!

And don’t forget that many of these global events offer a virtual ticket option too. So if you can’t jet across the pond this year, you can still learn from the experts and chat to your peers from the comfort of your own armchair. Post-pandemic, hybrid event organisers work hard to provide great online socialising options.

But what if you can’t take time out of your busy week to commit to attend a conference? Well, we’d argue that it’s always worth making the time, and not just for the networking.

But if it’s just not possible, then why not look at a one-off webinar instead? These tend to be about an hour long and you can choose a topic that will be really helpful to your current business needs. The group chat is a great place to network and make connections. And remember that

Zoom allows you to download the chat, too, so you won’t forget anyone’s name!

4. Traditional Style Networking Groups

There’s still a place and an appetite (pardon the pun!) for traditional breakfast networking events. If you’d like to meet people from a wide variety of businesses and at different seniority levels, then see what’s available.

This is a great way to meet people in your local area if you want to focus your MSP on nearby businesses. There’s definitely scope to find clients, but make sure you go with the aim of being helpful, not salesy.

And another benefit of these events is that you’ll get an opportunity to find out about what’s going on in your region. There may be funding available from the local authority. Or depending on your area, there may be an enterprise agency who offers business advice.

5. Professional Networking Groups

Large organisations such as the Chambers of Commerce and the Federation of Small Businesses (FSB) offer networking as part of their membership. While their primary focus is business advice and perks such as legal advice, they do like to host or attend networking events too.

These events can vary greatly: the Chamber often does round-table networking, where you can talk about a particular challenge. The FSB has had women-only and young entrepreneur groups. As they’re both national, you can attend meet-ups in any location once you’re a member.

And as these are always attended by your local representative, it’s a great way to learn what else these business organisations can do for you. If you’re looking for an introduction to a specific local business owner or sector, they can help. The Chamber used to share lists of contact details, but this is probably a bad route to go down!

Finally, there are paid membership groups which focus entirely on networking and referrals. The best-known of these is BNI (Business Networks International), although this is controversial and not universally popular.

The BNI model is that members must attend every week and refer peers in their group, regardless of whether they’ve worked together directly or not. Once a representative of a specific industry (such as an MSP) joins a local chapter, their competitors are locked out.

While this didn’t work for me personally (as a copywriter), I know all kinds of businesses that have seen success at BNI, from social media managers to electricians, music promoters to accountants. Give it a go if you have the time to commit.

6. Leadership Networking Groups

There are also networking groups specifically for leaders, C-suite executives and directors of organisations. These are a great way to discuss challenges, growth, finance and more at a high level.

For example, Network Circle is aimed at C-suite and says their events: “bring together the most influential leaders in the industry, providing you with unparalleled opportunities to network with like-minded peers, forge new business relationships, and elevate your professional network.”

Membership of a group like this will also have extra perks – they will have selected partners for insurance, legal and so on. You can choose to be part of an industry-specific group or find one with a wider focus.

And many of these groups are international, so you can network with people across the globe. You’ll get insights into how companies are run in different countries and how you can work with them, should you choose to.

7. Business and Marketing Events

If you didn’t already know, the name ‘Tubblog’ gives it away – this site originally started out as a blog for Richard to share his advice with his fellow MSPs and others working in the IT industry.

20 years ago, blogging wasn’t the hot topic it is today, and certainly not in the traditional IT space. However, Richard had been learning about online marketing and wanted to create a resource that would be helpful for his peers and future customers.

As such, he continues to be an advocate for MSPs to attend events outside their industry bubble. Earlier this year (2024), TeamTubb met in person for Atomicon, Europe’s premier marketing conference, to find out the latest in digital, email, AI and social media.

But why do we recommend that you go to something like Atomicon? Firstly, for the learning. As an entrepreneur, you have to wear all the hats in your business, and that includes marketing. Whether you like it or not! So this is an easy way to stay up to date and find potential suppliers, such as Active Campaign for your email marketing.

Secondly, for the networking opportunities. As with many of the other options we’ve looked at, marketing and business conferences are a great way to meet collaborators, partners and future clients. And because many of your MSP peers aren’t at these events, you’re well-placed to become the go-to expert in your industry.

8. Online Networking Groups

During covid, several in-person networking groups decided to move their meetings online. While some have gone back to IRL events, others have embraced virtual get-togethers and grown their memberships into global groups.

For instance, I’ve recently joined the ONLE Network. I have a home group where I attend their monthly meetings, which allows me to really build strong connections. I can also attend other events across the UK and even the US.

Plus, there’s a book club, a wellbeing group, speed networking sessions and monthly masterclasses on a range of topics relevant to business owners. But be warned – you will be expected to have 1:1s at the meetings (randomly assigned) and the masterclasses, so only join if you really like talking to people and are comfortable with meeting strangers.

There is often an online meeting element to more general memberships, too. The Tech Tribe offers a range of virtual events that are open to their members. Anyone who’s attended Atomicon (which is a hybrid event) can join the Atomic membership, which has masterminds and networking included.

You Might Also be Interested inWhy You Should Make Time for Networking as a Busy MSP OwnerBook: Richard Tubb: Business Networking for GeeksOnline or Offline, Networking is Networking

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TubbTalk 162: How to Make Accurate Billing a Superpower for Your MSP Business

In this interview, Richard speaks to Ben Rogers, a Sales Manager at CloudBilling. CloudBilling offers a solution that helps MSPs to automate their billing processes quickly, accurately, and comprehensively.

Ben explains how they help MSPs with their billing and support them manage all of their responsibilities, as well the types of clients they work with and what integrations they have.

An Interview With Ben RogersHow CloudBilling Helps MSPs

As a company, the struggles faced by MSPs were obvious. Ben says: “They use manual processes and can’t consolidate data effectively. It’s often in different silos. So we take the complexity out of the billing run.

“Yes, it’s a mundane task. But it’s also your cash flow, and a guaranteed touchpoint with your client. We make things easier by applying pricing rules and automating 99% of your run.”

Ben says that they really understand MSPs and know that billing affects departments throughout the company. “Most MSPs don’t have a billing problem; they have a data problem. So we work to spot gaps and close them. We consolidate it all and find ways to make things easier.”

Why MSPs Don’t Realise There’s a Problem With Their Billing

Because it’s not a very exciting part of running a business, issues don’t get noticed until the customer asks questions. “And that’s when you realise your processes aren’t as efficient as you thought.

“There are a lot of moving parts to running a business and things get overlooked. And that’s especially true in the MSP space, where things change rapidly. So you need to think differently about billing and really make the most of your data.”

Plus, transparency is important. Show them on the invoice where they’re getting a solution for free – such as additional servers. Be on the lookout for upselling opportunities too.

The Tools They Integrate With

Ben acknowledges that a typical MSP will use multiple different cloud services. But they make sure that their solution can integrate seamlessly with whichever tool an MSP uses.

“We can pull the data in, apply complex pricing rules and add your products. And we can process data in lots of different ways. Of course, the size of the MSP can have an impact – smaller companies tend to use distributors, for instance.

“So, it can be challenging for them to get the right information into their systems. We can push the data to an ERP or push the invoices out ourselves. And we get contract data from their PSA (professional services automation) tool.”

How to Make Sure You’re not Losing Money With Your Existing Solution

If you work with multiple suppliers and rely on manual processes, human error can lead to revenue leakage. As Ben says, “I’ve worked with MSPs where £3bn companies use Excel for everything.

“And there will be multiple people within the organisation who have edit permissions for those spreadsheets. If lots of departments are making inputs and data syncs, there’s a lot of room for error.

“Or, perhaps a customer left but the system wasn’t updated – you’re still paying Microsoft for services and don’t realise for months.” Ultimately, Ben says, it comes back to visibility. Do you know what’s going on in your MSP?

How MSPs can use a Billing Tool to Make Life Easier

To make your business processes easier, Ben says start by standardising your offerings. “Because this will lead to automation eventually. Make sure your new products are all sold in a similar way.

“What do your teams spend time on? Are processes well-defined? And don’t take shortcuts. Finance teams are under pressure to get invoices out on time. So they need information from other departments to do that.

“If the company’s large, that gets tricky. So, talk to your team, identify the gaps and look for where you can improve. And once that foundation is there, you can analyse your data and make better decisions.”

The Growth Opportunities With Billing

If you use a billing tool, it frees up a lot of time, says Ben. “From an operational point of view, instead of spending your time on sending out invoices, you can look at other areas of business. For instance, recurring revenue.

“Once you have the billing foundation in place, you have all your data in place. And then you can see what’s coming in and going out. Your invoices go out on time, build better relationships with customers and manage multiple vendors easily.

“As the MSP owner, you can be confident that your numbers are right. You can use the data you have to drive strategic decisions. You’re no longer guessing and hoping for the best.”

How to Connect With Ben RogersCloudBillingFollow CloudBilling on LinkedInFollow CloudBilling on TwitterConnect with Ben on LinkedInHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk on iTunesSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeCybersecurity platform: KaseyaCloud marketplace: Pax8IT product and services distributor: Ingram MicroYou Might Also be Interested inCompTIA UK&I 2024: Remarkable Insights For Excellence And InnovationPodcast: The Most Important KPIs to track for Your MSP Business GrowthA New Data-Driven Marketplace and Other Takeaways from Pax8 Beyond 2023

 

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Why You Should Make Time for Networking as a Busy MSP Owner

I know that networking isn’t something everyone enjoys. You have to take time out of your day to attend, and if it’s in-person, you have to travel. You need to practice your 60-second pitch, find business cards and rearrange other commitments.

But despite all that, networking is important for MSP owners, even if you’ve been in business for a while. And today you can choose to network online, at events, workshops and even in the comments section of a webinar. Here are six reasons why you should make time to network.

Networking Events are a Great Way to Meet Your Peers

If you’re a regular Tubblog reader, you’ll already know that both Richard and Stephen are big fans of MSP peer community groups. But aside from these specialist events, there’s a good chance that you’ll meet a fellow IT professional at a networking session.

The attendee list is usually available a few days before the meeting, so you can look up any people you’d be interested in connecting with. You could send them a personalised LinkedIn request before the meeting to let them know you’re looking forward to meeting them.

Likewise, if there’s a local (or national if you’re networking online) MSP owner you’d like to get to know better, why not invite them along? Don’t forget to tell them why you think it’s worth the time investment to come along.

And if you’re anxious about encountering peers who could be competitors, don’t be! The IT industry is one of the most supportive and welcoming there is, and some of the best relationships can be formed over the coffee pot.

Find Opportunities to Collaborate

If you’re a smaller MSP or just making the shift from break/fix to managed services, there may be some services you’re not able to provide. So finding peers at networking events is a great way to find collaboration opportunities.

Likewise, you might be looking for someone who you can outsource to, whether that’s helpdesk or cybersecurity. Or perhaps a client wants support on a particular project and you’ll need some extra people for a few weeks.

Of course, you might also find collaborators in other industries. Perhaps you’ll meet a web developer who’d like help with security – this could become a regular piece of work for both of you.

Another possibility that you might not have considered is finding mastermind buddies. If you’d like someone to hold you accountable to better achieve your goals, or you just need someone who understands what it’s like being a business owner, a mastermind is for you.

The other members don’t have to be fellow MSPs. And you don’t have to be at the same stage of business, either. You just have to have a similar outlook. A mastermind can be held in person or online, and you can choose the time and frequency that works for everyone.

Find Clients at Networking Events

In general, it’s better to go to a networking event with the intention of meeting new people rather than finding clients. However, it never hurts to be on the lookout for anyone you could help.

Listen to what people are looking for, and tell them if you can provide it. This is not the time to pitch hard, but do let them you’re able to help. Alternatively, if you can’t but you know somebody who can, offer to make an introduction.

Not only are you helping, but both parties will think positively about you and look for ways to reciprocate the gesture. It’s human nature to want to help others, and we always prefer it if we can return the favour.

If you attend the event regularly, you can build relationships with people over time. You’ll get to know their business and their needs, and you’ll be top of mind when they need your services. Ideally, they’ll come to you first!

Stay up to Date: With Your Industry and Current Trends

If you attend MSP peer groups, then you’ll get to hear the latest industry news and developments first. Depending on the type of event, you may also get to meet vendors. This lets them give updates on their products and get feedback and new ideas from their users.

As things change so quickly in the IT industry, this is a good way to learn about the latest security threats, changes in legislation and new services that you could offer to your MSP clients.

At networking events with business owners from a range of sectors, you’ll get to hear first-hand what their concerns are when it comes to IT and tech, which will give you ideas for new solutions. And it’s a great way to get content ideas!

But as well as information that’s relevant to your sector, you’ll learn more about broader concerns and changes. For instance, at the time of writing (August 2024) the UK has a new government, and the US is gearing up for another election.

What impact will these have on how you operate in the UK and how you work with clients further afield? You might find out something you hadn’t even considered that could have a dramatic impact (good or bad) on your business.

Networking Events are a Great Excuse to get out of the Office

If nothing else, attending a networking event is a good excuse to get out of the office! As business owners, we often get caught up in working in the business rather than on it.

By going to a meeting, you’re allowing yourself an opportunity to switch off from the day-to-day tasks and pressures of supporting clients and firefighting issues. And if you’re going through a particularly stressful period, taking some time out will really help.

However, don’t use networking as an excuse to avoid tackling problems! If you’re only going to escape work or because you fancy a buffet lunch, then it’s probably best to cancel. Always go with a goal in mind, even if that’s just ‘meet three new people to connect with.’

Find a New Perspective on Your Business

I’ve often found that the process of explaining what I do to strangers gives me a new perspective on my business. That might be improving my elevator pitch to make it snappier or clearer to understand. Or it might give me an idea for a new blog or even a new service.

As we’ve already said, a change of scene can do wonders for your mindset and attitude towards your work. Having time away from your desk (even if you’re in a Zoom room!) allows your brain to approach challenges in a different way.

For instance, you might meet a peer who’s been where you are now and can share how they resolved the situation. You might find your ideal client but they don’t think you’re a right fit. Or they think now’s not the right time. How could you change your messaging to convince them otherwise? 

What about you? Do you go to networking events, or have we convinced you to give them another try? Let us know in the comments!

You Might Also be Interested inBook: Richard Tubb: Business Networking for GeeksWhy Business Networking is a Powerful Tool for TechsBringing Your Clients Together Through Networking

 

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Tubbservatory Round-Up #32 – August 2024

Tubbservatory Round-Up – Tools and Resources for Your MSP

Each month, Richard Tubb scours the internet to discover the most vital resources, curating a special collection tailored for IT Managed Service Providers (MSPs) looking to excel in their field.

Welcome to the Tubbservatory – an engaging video series that features carefully selected articles, podcasts, events, and more, all aimed at IT innovators.

Introducing the Tubbservatory Round-Up #32, your gateway to the August 2024 edition! We’ve compiled all of this month’s episodes for you to enjoy.

Find the links to these invaluable resources at the end of this post.

This month, we explore open-source intelligence, essential podcasts, AI advancements, cybersecurity, must-read books for MSPs, impactful video testimonials, Operating Systems, QBRs, and the latest on Ransomware.

Tubbservatory: The August 2024 Round-Up Video

Tubbservatory Round-Up #32: August – Week 1#1 Osint in the Hands of Hackers (Full Ep) | Security Swarm Podcast

Open-source intelligence. What is it and how do threat actors use it to launch effective attacks?

Well, that’s the subject that is covered in this episode of the Security Swarm Podcast, as host Andy Syrewicze (Andy Sih-REW-its) speaks to Romain Basset, the Director of Technology Strategy at Hornetsecurity.

Open-source intelligence (or OSINT) refers to publicly available information that threat actors can easily gather to launch targeted attacks. This includes social media profiles, online forums, data breach databases, and more.

This is a powerful video podcast from Andy and Romain, and well worth MSPs checking out.

#2 For the Health of I.T.

A podcast that caught my attention was For the Health of I.T. by Diana Giles.

The mantra of the show is “We serve better when we are better” and Giles speaks to guests about issues that are important to the physical, emotional and work health of people in the Information Technology industry.

#3 MSP Service Manager Cohort

Here’s a series of free, public livestreams dedicated to the unsung heroes of MSPs: Service Managers.

Kyle Christensen, Co-Founder of Empath, and MSP expert Todd Kane have joined forces to cover a wide range of topics aimed at fostering growth and success in the service management field.

Taking place each month, these sessions should be valuable to all MSP Service Managers.

#4 Learning, Sharing & Giving Back

A book I’ve had recommended to me is Mindset by Carol Dweck.

Our success is not shaped only by our talents or natural ability, but by our mindset. Personally or professionally, we have the power to make change happen, shares Dweck in this book.

Thanks to MSP Call Answering solution AnswerConnect for the recommendation, which is part of their regular Learning, Sharing and Giving Back programme.

#5 Must Attend Event for the IT Channel

The Managed Service Summit London takes place on September 11th 2024.

Celebrating its 14th year, you can expect industry insights, breakout sessions and networking at this year’s event, and registration is now open.

Tubbservatory Round-Up #32: August – Week 2#1 Tradecraft Tuesday

Get Shady and Think Like a Hacker!

If you’re not checking out Tradecraft Tuesday from cybersecurity experts Huntress, then you’re missing a trick.

Led by Huntress founders and members of the Huntress threat hunting team, these sessions pull back the curtain to teach you how hackers hack—and what you can do to stop them.

Free for everyone to attend, these monthly sessions come highly recommended.

#2 Understanding AI with Kelwin Fernandes (Part 1)

Everybody is talking about AI, but do you truly understand how it works and what the impact will be on your MSP clients?

In this video series, Robert Baugh of Keepabl speaks to Kelwin Fernandes, CEO of NILG.AI in a digestible and insightful interview series that puts AI in the business context.

#3 Why MSPs Should Be Creating Video Testimonials Over Case Studies

MSPs should be creating video testimonials over case studies, writes Nate Freedman in this article for SmarterMSP.

Case studies are not super effective for MSPs, says Freedman, but video testimonials are.

This article lays out everything you need for a good video testimonial, and is well worth reading.

#4 Portugal Boasts a Vibrant, Growing Channel Community

Portugal boasts a vibrant, growing channel community, reports Larry Walsh and Maddie Frank of Channelnomics in their latest video.

Portugal is a small market, even by European standards. Yet it has a vibrant community of more than 6,000 resellers and service providers that is growing rapidly through their support of mostly small and mid sized businesses.

#5 UptimeLIVE: Innovation, Reliability and Scalability for MSPs

It’s shaping up to change the way MSP events are seen — Uptime Live takes place in London on September 17th 2024.

With 10+ industry speakers over 15+ value-based sessions, you can gain insights from top professionals actively engaged in the MSP industry and enjoy a strategy-packed agenda with no sales pitches, just real value.

This event promises to be something special — a creative and enriching environment for MSP growth.

Highly recommended. I hope to see you there!

Tubbservatory Round-Up #32: August – Week 3#1 The Magazine for MSPs Everywhere

We kick off this week with news that the second edition of the Bugle MSP Magazine from SuperOps has been released, featuring Natalia Scheidegger, CEO of MSP 3rd Mill, with her gritty story of entrepreneurship.

Also featured in the Bugle are Vera Tucci and her accidental MSP love story, Nancy Henriquez on how being brave can make all the difference, and our very own Stephen McCormick on Essential Tips for Better Customer Service.

The MSP Bugle is available now as a free download.

#2 Every MSP Wants to Know What Others Charge

Now, every MSP wants to know what their competitors charge and now you can with free sales data from 1000+ MSPs worldwide.

Colin Knox and the team at Gradient have put together the MSP Pricing Benchmark Assessment,

The tool is being made available for free to MSPs thanks to sponsors such as Auvik, Barracuda MSP, Huntress, Liongard and others.

#3 The Century’s 30 Greatest Vendor Leaders

Who are the Century’s 30 Greatest Vendor Leaders? Well, that’s the question Doug Woodburn of IT Oxygen set out to answer in this huge poll voted on by industry experts in the channel.

From Steve Jobs to Sheryl Sandberg, you may be surprised at some of the names in the list!

#4 FBI Warns Consumers Not to Use Public Phone Charging Stations

A word of caution as the FBI warns consumers not to use public smartphone charging stations.

Public USB stations like the kind found at airports are being used by bad actors to spread malware and monitoring software, according to a tweet last week from the FBI’s Denver branch, reported by CNN.

This is a story well worth MSPs sharing with their clients.

#5 ScaleCon 2024

The wait is over! The Tech Tribe’s first conference is taking place between October 2nd-4th in Las Vegas, Nevada!

ScaleCon24 is a marketing, sales and growth conference for MSPs put together by the illustrious leader of the Tech Tribe, Nigel Moore, and MSP Camp.

Tickets are now available, and Tubbservatory listeners can enjoy a $50 discount using the code PARTNER50.

Tubbservatory Round-Up #32: August – Week 4#1 Everything Else Just Became Absolute

We kick off this week with news that Pax8 have launched their new Pax8 Marketplace, featuring an opportunity explorer.

The Opportunity Explorer uses Artificial Intelligence to help MSPs identify what’s missing from their stack, and how to help your clients’ businesses become CIS Control compliant.

The Marketplace also provides MSPs with sales enablement material and educational resources to help you sell solutions.

I predict marketplaces will become an integral part of Managed Services in the years to come, so I’d encourage you to check out the Pax8 Marketplace now to steal a march on your competitors.

#2 IT Nation Wise Up

A video podcast that caught my attention is IT Nation Wise Up, hosted by Matt Topper and Vicky Bruns of ConnectWise.

Each episode features insights from industry experts and your peers sharing candid stories, practical strategies and lessons.

#3 12 Must-Read Books Every MSP Should Own

If you want to get ahead with your MSP business, you need to learn from the best, so here are 12 Must-Read Books Every MSP Should Own.

The team at Guardz has compiled the list, featuring authors such as Jennifer Bleam, Karl Palachuk, Mike Michalowicz, Mark Copeman, Nigel Moore and myself.

I highly rate these books, so check them out.

#4 Are You “Playing to Win?”

Are you playing to win?

In business you’re facing competition constantly and so you need to have worked out what your competitive advantage is if you’ve any chance of continuing in business long term.

AI expert Richard Nicholas has put together a tool that can create a SWOT analysis for your MSP business, to determine the competitive advantage your business has.

The best part? Nicholas has made the tool freely available!

#5 Most Popular Computer Operating Systems 1985 – 2024

Here’s a fun look at the Most Popular Computer Operating Systems by market share between 1985-2024.

I’m old enough to have used everything from AmigaOS to OS2, but what’s your favourite operating system? Let us know in the comments below.

Tubbservatory Round-Up #32: August – Week 5#1 MSP QBRs: A Handy Checklist to Do Better Business Reviews

Quarterly Business Reviews are something every MSP business knows they should do, but how effective are they really?

Team Tubb’s Gudrun Lauret has put together a handy checklist for MSPs to do effective QBRs — and the checklist is now freely available!

#2 Ransomware Attacks Survey: 2024 Edition

Ransomware has become a huge issue for Managed Service Providers — but just how big is the problem?

Well, Hornetsecurity are asking MSPs to share their experiences in a Ransomware Attack Survey.

The survey takes around 5 minutes, the results will be shared with the community, and all participants have an opportunity to win a Flipper Zero multi-tool device!

#3 No Leads From Your MSP Site? Try This Hack

If you’re getting no leads from your MSP website, then try this hack, courtesy of Junaid Khalid of The Efficient Entrepreneur website.

Junaid proposes using Artificial Intelligence tool Claude AI to help create valuable content.

#4 Recommended Books for MSPs

And talking of sales, a book I was honoured to contribute the foreword to and highly recommend is Sell More, Do Less: An MSP & IT Specialist’s Guide to Better Sales Calls by MSP sales expert, Danny Boyle.

Whether you’re a seasoned IT professional or just starting out, Sell More, Do Less will help you take your sales game to the next level.

#5 Kaseya+DattoConnect Local“The IT Evolution World Tour”

Milton Keynes will host the Kaseya+Datto Connect Local “IT Evolution World Tour” on Sept 12th 2024 at the world famous Red Bull Racing Technology Campus!

Attendees can talk Managed Services, and get an opportunity to see Red Bull Racing’s home – where you can feel the passion that has stirred the Red Bull team on to greatness in the world of Formula 1!

Registration is now open with strictly limited places available.

Links to the Resources Mentioned in this Round-Up

From Week 1Osint in the Hands of Hackers (Full Ep) | Security Swarm PodcastFor the Health of I.T.MSP Service Manager CohortLearning, Sharing & Giving BackMust Attend Event for the IT ChannelMentioned in Week 2Tradecraft TuesdayUnderstanding AI with Kelwin Fernandes (Part 1)Why MSPs Should Be Creating Video Testimonials Over Case StudiesPortugal Boasts a Vibrant, Growing Channel CommunityUptimeLIVE: Innovation, Reliability and Scalability for MSPsWeek 3The Magazine for MSPs EverywhereEvery MSP Wants to Know What Others ChargeThe Century’s 30 Greatest Vendor LeadersFBI Warns Consumers Not to Use Public Phone Charging StationsScaleCon 2024Week 4Everything Else Just Became AbsoluteIT Nation Wise Up12 Must-Read Books Every MSP Should OwnAre You “Playing to Win?”Most Popular Computer Operating Systems 1985 – 2024And Week 5MSP QBRs: A Handy Checklist to Do Better Business ReviewsRansomware Attacks Survey: 2024 EditionNo Leads From Your MSP Site? Try This HackRecommended Books for MSPsKaseya+DattoConnect Local”The IT Evolution World Tour”

How You Can Help

As we conclude Tubbservatory Round-Up #32, let’s gear up for September!

Have something fantastic to share? Whether it’s a useful tool, an excellent article, or an intriguing tip, drop it in the comments below. Let’s keep the knowledge flowing—your contributions are invaluable!

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Pax8 Beyond 2024 EMEA: Partner Conference Goes International

Leading cloud commerce marketplace Pax8 is hosting the Pax8 Beyond 2024 EMEA! This move takes their annual partner conference international. And if you’re interested, put 13-15 October in your diary now. Tickets  are selling fast!

What’s Happening at Pax8 Beyond 2024 EMEA?

The conference will focus on three core themes: community, education and innovation.

Team Tubb will be there in person at Pax8 Beyond 2024 EMEA, capturing all the latest interviews, news, and insights from the event. Stay tuned as we bring you exclusive coverage and firsthand updates directly from the conference floor.

It takes place on 13-15 October at the InterContinental Berlin, Germany. Pax8 are expecting more than 500 attendees, including MSPs, vendors and media representatives.

And here are just some of the things to look forward to:

Keynotes from industry leadersEducation and enablementTechnical trainingAccess to industry-leading vendorsValuable networking opportunities

As the channel prioritises community and collaboration, Pax8 hope the event will support partners to work together more. This, they say, will “drive innovation, streamline operational efficiency and elevate profitability.”

How to Register for the Event

The Pax8 Beyond 2024 EMEA takes place 13-15 October at the InterContinental Hotel, Berlin. Click here to register for the conference.

Will There be a Recording of the Event?

This is an in-person event. It’s possible that some sessions may be recorded.

Why Should Your MSP Attend Pax8 Beyond 2024 EMEA?

As Pax8 themselves explain, the three-day event is curated specifically for partners. Its aim is to help you grow your businesses, increase efficiencies, and reduce risks to help you to thrive.

Pax8 Beyond 2024 EMEA is the first step in their ongoing commitment to educate MSPs across EMEA and contribute to the IT channel’s continued evolution.

Sound good? Then grab your ticket now. And pop back here to let me know you’re attending, so I can say hi in person!

You Might Also be Interested inA New Data-Driven Marketplace and Other Takeaways from Pax8 Beyond 2023Podcast: Partnerships, Pax8 & MSP Growth: What You Need to KnowCompTIA UK&I 2024: Remarkable Insights For Excellence And Innovation

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