Richard Tubb's Blog, page 35

My 3 Words for 2023 And My Year In Review

At the beginning of every year, I choose My 3 Words to help guide my direction and goals in the year ahead.

If you’re unfamiliar with the My 3 Words concept, it was created by Chris Brogan, who, since 2006, has chosen three words to serve as a guide for the year ahead.

I have found the My 3 Words concept to be a simple, yet powerful subconscious motivator for ensuring you’re heading in the right direction through your actions and decisions.

For instance, let’s take a look at My 3 Words for 2022 and see how they affected last year for me.

The Results of My 3 Words for 2022

For the first time since 2018, I published My Three Words for 2022 publicly.

Of course, you don’t have to share your 3 words, but I find that by putting my intentions out there, they help others understand my motivations and intentions for the year ahead.

My 3 Words for 2022 were:-

Subtract – To give me more margin and to add to the quality of my life, I will subtract the tasks, obligations, people and items that no longer bring me joy.Forgiveness – To improve my peace and wellbeing, I will forgive myself and other people for things that haven’t gone as I would have liked.Fun – To increase my happiness, I will commit time to doing more things that nourish me personally and professionally.

So how did those words impact my 2022?

Well, 2022 was a challenging year for me (and, I know, many others) in terms of physical and mental health, but in hindsight, the above three words did provide structure and guidelines for some big decisions.

Subtract

For instance, after spending a number of very rewarding years working alongside Nigel Moore in The Tech Tribe (including seeing the Tech Tribe Local Groups we setup in the UK flourish) I stepped down from the Tribe to reduce my workload. I’m still a huge supporter of the Tribe, and will remain a community member into 2023 and beyond, but no longer a part of the business.

Forgiveness

I (like so many of us) am my own harshest critic.

I would never speak to friends in the way I speak to myself in my mind.

So, in 2022, I put a lot of effort into exploring self compassion and self forgiveness through meditation, journaling and affirmations.

I also took time to reflect on forgiving myself for how I may have wronged others, and forgiving others for how I felt they had wronged me.

Even though you have forgiven somebody (yourself included) it doesn’t mean you have to forget.

Therefore, I take the lessons that I have learned from myself and others to aid me in future situations and decisions.

Fun

If you follow me on Instagram or Twitter, then you’ll have seen I had a lot of fun experiences in 2022!

Some highlights for me include:-

Inviting members of Team Tubb and our friends to Edinburgh for board games, cake and lots of drink and food!Taking my wife Claire, and my step-son’s Ben and Ryan for a Helicopter flight over Newcastle-upon-Tyne!Playing my first game of Subbuteo in many years!Enjoying a number of theatre shows with ClaireVisiting Miami and conducting a studio interview with my long-time friend and mentor Erick Simpson

Furthermore, I made a conscious effort to organise a lot of time with friends and family across the world.

So, as we head into 2023, what are My 3 Words for the year ahead?

My 3 Words for 2023

My 3 Words for 2023 are:-

Share – Share my story, my knowledge, my routines and habits, and my contacts. I will share via writing, videos, podcasts and books.Slow – Politely decline more. Do less. Think and reflect more. Seek out opportunities to get into “the flow” during work and play. Lose yourself in the activity without clock watching. Embrace a slower pace of life with more fun and more downtime.Student – Be curious. Try new things. Seek out tuition and training to aid my learning and development. Be humble and open to being taught as a beginner.

I toyed with the words Develop/Evolve/Learn/Beginner/Humility for my 3rd word.

However, I eventually settled on student as three words beginning with the letter s seems more memorable!

Thank you to Chris Brogan, Rob Hatch, Felix Ustorf, Chris Marr, Adam Foster, my wife Claire, and my brother, Paul Tubb for personally helping me decide upon my 3 words for 2023!

How to use your 3 Words

Think of your three words as a guide.

As a result, you can review your 3 words to help you make decisions.

For instance, I have my 3 words printed and pinned to my main work desk.

Additionally, I write my 3 words down every down in my journal.

Plus, I have a smartphone wallpaper that displays my 3 Words for 2023.

The words act as a daily reminder to myself of the direction I want to head in.

If you’d like to learn more about the process, then Chris Brogan gives an excellent overview of My 3 Words on his blog.

What are YOUR 3 words for 2023?

Now, it’s over to you!

What are your 3 words for 2023?

As always, I’d love to hear from you. You can get in touch with me, or share more about your words in the comments below.

For example, do feel free to share a link below to a blog post with more about your words.

Plus, if you need some inspiration, other people are already sharing their three words on social media with the hashtag #my3words.

I wish you a very healthy and happy 2023!

You Might Also Be Interested InThree Questions To Ask Yourself Before Setting Your New Years GoalsWhy you should write down your goalsPerseverance and Consistency = Success

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How Video Marketing Boosts Your IT Sales Reach

Video Marketing is a great way for MSPs to market themselves and their services to their audiences.

Video is one of the most effective ways to communicate online and is growing in popularity. Since the pandemic, many of us have grown in confidence in front of the camera. Since then, some have been taking it to the next level, producing pre-recorded video for social media.

We know that people like to buy from people. Therefore video marketing allows MSPs to create witty, informative and persuasive  content that can attract the attention of potential customers.

How Video Marketing Gives You a Competitive Edge in Attracting Customers

Video marketing began in earnest when platforms like YouTube sprang into existence. However, it’s only recently that technology has caught up to make creating videos much easier.

A video shows the human side of your business, and allows creators to demonstrate their value and expertise in a fun and engaging way.

Businesses of all hues can tap into, and leverage the potential of video as a medium. In a survey by Wyzowl, in 2022, 81% of marketers say video has helped them directly increase sales, with 93% saying using video increased their brand awareness.

Furthermore, it has been proven that consumers are twice as likely to share video content than any type of content with their peers, making it twice as effective as a written article or social media blog.

Sure-fire Ways in Which Video Marketing Can Increase Your Sales

Video marketing is just another tool in your arsenal in bringing your products and services to the attention of SMBs that may need them.

Videos engage the human senses more effectively, and messages conveyed remain intact in human brains for longer. Any marketing campaign can be invigorated with captivating and stimulating videos.

If you want to learn a bit more about effective MSP marketing, read more here.

Videos Take Complexity Away from New Technology to Facilitate Faster Onboarding

As an IT service provider, your main challenge when you are onboarding new customers is to explain how you’re able to utilise software solutions to fit their business in jargon-free terms. If they do not fully understand what it is you do as a technology partner, they can fail to see the value of your services.

Videos can make this ‘how we add value to your business’ part much easier for your customers to understand. These videos can be part of a series, each focusing on a different aspect of IT service, and how they fit together. This bite-sized approach can make your complex IT solution much easier to digest.

Once your videos start creating a following, you’re bound to find more sales prospects as a result.

Videos Make Learning a New Technology Fun

An often-overlooked aspect of marketing in general is the ability to demonstrate your value as an MSP through education.

When building your network in LinkedIn, or gathering followers on YouTube, you should share something of value to the community before you think about following up with sales.

Video marketing is a great way to reach out and grow an audience. By investing time and energy in creating how-to guides and demonstrations that offer something of value for free, you’ll gather a steady following. Additionally, if you can make videos that are witty, short and involve music and animations you’ll be able to make the learning fun.

Versatile Videos Make Technology Usage Convenient for Users from Non-Technical Backgrounds

One of the best ways to get non-technical viewers interested in what you have to offer is by making your videos accessible to everyone, and the information easy to digest.

You should not dumb-down what it is your selling, but there is a middle ground where you are able to display your authentic technical acumen without losing your audience in highbrow techno-babble.

Here are just some of ways you can engage with a non-technical audience to win their loyalty and respect:

Explainer videos help you project the intricacies of your product with absolute clarity, and in a way that makes any technical specifications much more intelligible to the audience.Tutorial videos empower users to understand every aspect of the product from all available perspectives.Product demo videos give a comprehensive overview of your product and how it aligns with business needs and objectives, offering convenience and value.Webinar videos present scope for interaction with your product users as you discuss the latest industry trends, launches and best practices in the IT specific field of interest.How-To or DIY videos help raise the confidence level of customers in putting even a complex product to good use.Customer testimonial videos help generate trust in your products and services, from the perspective of customers that have worked with you already, and are happy to demonstrate their satisfaction.Company culture videos show the values and practices that make up your business, and provides insight into how you might best fit your customers who may share similar values.

Whatever the subject of your video, you should ensure your video is engaging and focuses on the objective it sets out to achieve.

To find out more about why great quality content is invaluable for IT companies you can read more here.

How to Make a Good Video

You don’t need to have fancy equipment to make a powerful and engaging video.

Most modern smartphones are more than adequate to start you off. However, good sound and good lighting can help immensely.

This Pond5 blog post by Michelle Cassel is a great primer full of useful tips to get the most out of your mobile device camera.

You can make a video online using a good video creator to enhance the visual appeal and make transitions seamless. Compelling videos, after all, present your business in the best light, which ultimately influences sales prospects.

Benefits of Using Videos in Your Marketing

Aside from the obvious brand-building benefits mentioned above, there are more substantial marketing metrics that videos help improve.

Improving the Click-Through Rate (CTR) of Your Sales Emails

A mailing list is a great way to communicate with both existing and potential customers. However, it’s easy to bypass regular marketing emails unless the subject lines appear juicy and interesting.

One way to increase interest is to add the word ‘video’ to the subject line. According to statistics from Snov.io, adding the word ‘video’ increases open rates by 19%. Likewise an initial email with video can make the CTR increase to as much as 96%.

Videos Enhance the Organic Reach of Your Social Media

Witty, funny and short videos resonate with social media users. If your videos impress viewers that can become viral if you’re lucky. This will significantly leverage your brand’s popularity and credibility.

The resulting traffic surge should result in greater exposure for your products and services, and therefore more sales.

On Facebook, posts with videos enjoy higher organic reach than image-only feeds. This motivates about 65% of marketers to include Facebook video promotion in their marketing strategy.

Videos Make SEO More Effective

Search Engine Optimization (SEO) is a must if you want to be visible at the top of relevant Google searches. With immersive videos, you can make viewers spend more time on your content.

A good video that draws viewers to your website, may encourage them to stay and view others. Mobile-optimised videos make it possible for viewers with handheld devices to enjoy content on the go.

The greater the engagement on your website, the higher the ranking it will receive as viewers click through to the content.

Videos Facilitate Quicker and More Informed Purchasing Decisions

Videos actuate the decision-making sense of leads faster. This implies that they quickly brush aside hesitations or indecisiveness after watching relevant video content.

Persuasive videos are instrumental in converting leads to loyal customers and increasing sales of software or related apps. This is attested by the fact that 88% of prospects want to see more videos from brands in 2022.

In Conclusion

Positive engagement through the medium of video is a great way to build your brand. In order to get your target audience to know, like and eventually trust you and what you offer.

Video is a quick and memorable visual medium and gives viewers the confidence to justify purchasing decisions. Decisions based on the information given and the way it’s presented.

Deploy your video marketing strategy with optimism on all digital platforms and experience the business growth that comes with it. Video engagement is only going to increase in 2023 and beyond, so perhaps now it’s time to start.

Mentioned in This ArticleInvideo – Online video makerWyzowl – The all-in-one animated video production companyPond5 – A marketplace for HD stock video and other mediaSnov.io – An all-in-one sales platformYou Might Also be Interested inTubbTalk 118: How to Build a Modern MSP for Business Growth and SuccessHow to do Effective MSP MarketingWhy MSPs Need to Embrace Marketing – TubbTalk #39

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TubbTalk 119: Why Building a White Glove MSP Leads to Better Client Relationships

An Interview With Raja Pagadala

In this episode, Richard talks to Raja Pagadala, managing director of London-based MSP The Final Step. It’s one of London’s oldest and most well-established IT businesses and a 2022 winner on the MSP 501, and can be described as a white glove MSP.

Raja is actively sought out by some of the industry’s top vendors and businesses to act as an advisor and confidant. This interview was recorded live at ConnectWise IT Nation in Orlando, Florida.

What is a White Glove MSP?

A ‘White glove service’ is delivered with special care and attention, which is how I define what The Final Step do for their clients, many of whom they’ve worked with for years. I asked Raja what it means to him, and how it contributes to business success.

Raja has been in business for 36 years, and attributes the fact that they have clients from the first year of trading to the fact that they pay a lot of attention to customer satisfaction. “We listen really carefully to what they want and need.

“It also helps that we work in partnership with them. I see things in the long-term and find planning easier when it’s not for the short-term. I get to know their businesses and we work together to help them grow. And in turn, our business grows too.” 

How to Have Tough Business Conversations

Although Raja has good relationships with his clients, there have been times in the past when they’ve pushed for something he knows isn’t a good fit for them. He explains that it’s his job to help them to make informed decisions, no matter what they’re considering.

“So, I go to my clients and say, ‘Your options are A, B or C, and here are the pros and cons of each’. If they want to go for option B but I don’t think it’s the best choice, I’ll explain why.

“But I’ll also say, ‘If that’s what you want, we’re right behind you’. Don’t ever shy away from tough conversations, because that’s how you build trust. And if it turns out that option B wasn’t right, then they can come to you and say so, and you can help them explore something else instead.” 

Why a White Glove MSP Should go Deep into Client Businesses

Being a white glove MSP means you know your clients’ businesses inside and out. “It’s a mindset and a particular way of approaching their business. It’s not just about the underlying technology; you need to take a holistic view and talk to clients about every aspect of the business.”

Raja explains that this works especially well for backup and disaster recovery. They take a strategic approach to ensure business continuity, and encourage their clients to do the same. “Every six months or so, we look at their existing set-up and review if it’s still fit for purpose. If not, we find better solutions.” 

How to Help Clients Break Their IT Bottleneck

If a potential client calls to learn more about what you do and their first question is ‘How much do you charge?’ that’s a red flag, says Raja. Because they’re not taking a strategic view of their IT. And while price is a consideration, value is more important.

“I explain that if you pay £X for a product or service and I deliver Y value, then you’ve got value. So I ask them to consider where are you now, and where you want to be. We have an audit process to help them, which looks at IT from the point of view of tech, business, the clients and their end users. That helps to see if what they have is fit for purpose.

“They’re calling you because they’ve got a problem, so the audit lets you dig into the root cause and present a roadmap of the solution. They can start to see how things will improve, and how long it will take them to get there. And then they appreciate your value.” 

How to Remind Clients of Your MSP’s Value

Of course, sometimes you have to remind existing clients of your value too. “Many MSPs feel that they have to continually justify their existence. So in our business, when we have client review meetings we share CSAT scores, ticket data and the progress that we’ve made to date.

“And then we ask for constructive feedback, and do the same for them. Having an open conversation demonstrates why they should value you. And for us, the follow-up process we’ve put in place is the reason why our clients stay with us for so long.”

Why White Glove MSPs Should Think Strategically About Clients

Raja says that by looking at every aspect of a client’s business, they start to see for themselves where you provide value, and that you’ve solved the problem properly for them – it’s not just a sticking-plaster solution.

He adds that the review process is time-consuming, because you need to do a full audit and speak to management, end users and key stakeholders to get their feedback. “The audit isn’t easy, because you need to look at the data and identify what you need to do next. But it’s a very worthwhile process, for you and the client.”

Raja admits that it’s not for everybody, because it takes time and requires experience and patience. “But if you are serious about developing an MSP that is worth its weight, and then I think it’s a very valuable process to go through.”

How to Connect With Raja PagadalaThe Final StepEmail RajaFollow The Final Step on TwitterLike The Final Step on FacebookFollow the Final Step on LinkedInHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe, rate and review TubbTalk on Stitcher RadioSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeHTGCompTIAThe Tech TribeConnectWiseThe IT NationAcronisAuthor and speaker Jim CollinsDattoConKaseyaThe Final Step downloadable ebook: How to break the IT BottleneckBook: Bob Burg: The Go-GiverRaja’s inspiration: Hardin Byars of Innovus Consulting, LLCBook: Simon Sinek: Start With WhyBook: Patrick Lencioni: The Five Dysfunctions of a TeamYou Might Also be Interested inTubbTalk 113: Cybersecurity, Phishing & Automated Human Risk Management for MSPsCyber Security Top Tips for Small Business Success and GrowthThe Road to £1 Million – The SuperOps SuperSummit

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TubbTalk 118: How To Build a Modern MSP for Business Growth and Success

An Interview with Erick Simpson

Erick Simpson is one of the true architects of what we now know as the Managed Service Provider channel. Eric co-founded, developed and sold one of the first pureplay MSPs in the industry. And then, he co-founded MSP University and authored four books.

Over the last three decades, Erick has served as an enterprise CEO, VAR, MSP vendor, educator, advisor, speaker, and consultant. Today, he provides business consulting services to MSPs and IT professionals around the world.

Watch my Interview With Erick

Why You Should Run a Modern MSP Rather Than Have a Job

If you’re a one-man-band, there are only so many hours in the day. That makes it hard to grow your business, especially if you operate on the break/fix model. The managed services model allows for recurring revenue. However, so many people still have a job, not a business.

Erick says that working in that way is good for younger people to understand the industry and the support that clients need. They build up confidence, but they’re still afraid to step out on their own. Because a job means guaranteed income, and they don’t have the belief in themselves.

“So, it can be hard to overcome that, because we’re naturally risk-averse. But if you expand your network and find supportive communities, you start to see that the MSP way of running a business can be lucrative and better supports your clients.”

The Biggest Industry Change Erick Has Seen

In the years that Erick has been working in the industry, he says the biggest change he’s seen is the end customers being more open to the managed services approach to their IT support.

However, moving from break/fix to MSP model wasn’t straightforward. “You had to explain to your existing clients that you’d be working in a new way and they had to pay upfront. And you really had to demonstrate the value that this would bring to them.

“Outsourced IT had a negative connotation at first, but now it’s widely accepted. We’re even seeing an increase in co-managed services – MSPs are successfully selling this to medium sized businesses now.”

How the Pandemic Changed the Way Internal IT Departments View Modern MSPs

Before 2020, internal IT departments viewed MSPs and outsourced IT professionals as competition – a threat to their role. “The pandemic accelerated the understanding and adoption of three things: cloud migration, cybersecurity and hybrid/remote working.

“It was a perfect storm – employees had to work at home, so they needed cloud computing and a secure system with access to the network. MSPs were perfectly placed to help with that because they’re more experienced.”

Erick added that another benefit is that MSPs can be a lot firmer when it comes to clients who don’t take cybersecurity seriously. “It puts them at risk, you and all your other clients. You have to get rid of them and be clear about why.”

How Modern MSPs can Communicate the Importance of Cyber Protection

Erick admits in can be a difficult conversation to have with clients, especially when they think you already provide cyber protection to them, or someone else does. In that case, Erick says, prompt them to explain exactly what it is they currently have in place. Because in all likelihood, it’s nowhere near adequate for their needs.

“Ask them if their supplier’s services are in line with their cyber insurance policy – that will instil a bit of fear into them. Then, offer to do a cybersecurity assessment to make sure they’re protected – pitch it as no obligation, from an objective third party.

“And for those who assume you’re already protecting them, then explain that cybersecurity threats are constantly evolving and becoming more sophisticated. In the same way that car maintenance has evolved with new cars, the role of the modern MSP when it comes to cyber protection has evolved too.”

Why You Should Identify Your ABC Clients

Erick explains that you can put your modern MSP clients into one of three buckets – A, B or C. The C clients will usually bring in the smallest revenue. “You might be trying to move them up a grade, but be honest. Would your business actually be more profitable without them?

“They’re occupying a space that could be given to a higher-paying clients who want managed services support rather than break/fix. The As and Bs will always pay you more. And they’ll probably be less hassle. C clients are often the ones who make things difficult for your engineers. So, getting rid of them will make your team happy, too.”

What Motivates Erick in the Modern MSP World

Erick says that after years of learning and being a leader, what he enjoys most these days is meeting interesting and passionate people. “I like working with folks that want to make things happen. I like seeing business growth, I like I like speaking to audiences.

“I like the energy of interacting with like-minded folks and helping them grow. I encourage them to be more confident about their worth and the value that they provide for their clients. So they’re empowered to charge accordingly without feeling guilty.”

How to Connect With Erick SimpsonErick’s websiteFollow Erick on TwitterLike Erick’s page on FacebookConnect with Erik on LinkedInHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe, rate and review TubbTalk on Stitcher RadioSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodePodcast: Vera Tucci on CoMITs and Imposter SyndromeErick Simpson’s blog: It’s Time to Fire Some CustomersBook: Alan Weiss: Million Dollar ConsultingErick’s inspiration: Amy Luby, founder of Modern MSPYou Might Also be Interested inHow to use Social Media to be More Effective at Your JobThe Acronis Cyber Protection Virtual Summit (replay)Hybrid Working for MSPs

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Tubbservatory Round-Up #11 – November 2022

Tubbservatory Round-Up – Tools and Resources for Your MSP

Each week Richard throws a spotlight on five resources Managed Service Provider (MSPs) business owners should take note of in the IT industry. The Tubbservatory is a weekly video broadcast featuring useful articles, podcasts and events that bring value to IT business owners.

Tubbservatory Round-Up #11 – November 2022 is a collection of all of the Tubbservatory broadcasts made in the month of October. It’s edited together for you to watch at your convenience. The items are summarised below, with links to the resources mentioned in the video.

This month’s topics include: sales and marketing, cybersecurity, M&As and MSP websites.

Tubbservatory: The November 2022 Round-Up Video



Tubbservatory Round-Up #11: November – Week 1

 

#1 What is IT Process Automation? And what are the opportunities for MSPs?

Adi Pick of Atera gives a broad overview of ITPA and provides examples of where it can be applied in modern IT workflows.

ITPA is simply defined as any series of processes that use automation to perform repetitive tasks or workflows, which previously were handled by human staff.

With a 50% increase in uptake of AI solutions predicted by 2025, as well as a need to reduce costs in the current climate, ITPA could be a future consideration for your MSP.

#2 5 Ways to Convert Marketing Leads into Sales

Marketing strategies can be a big source of frustration for many SMBs. 

So, this article from Smarter MSP’s Kendra Olney Lee highlights why some marketing leads fail to convert into sales, and what you can do to increase your conversion rate.

The section on how to increase MQL leads in a recession is particularly insightful.

This is well worth a read if you have found conversions difficult in the last few months.

#3 CompTIA ISAO: Tough Talk on Cybersecurity Series

A Youtube series that caught my eye recently is Tough Talk on Cybersecurity. In each episode CompTIA’s Wayne Selk talks to an expert on a different aspect of cybersecurity for their insights and tips.

In this episode he talks to Ann Westerheim about user awareness training. Others in the series include data backups and acceptable use/password policies for MSPs.

#4 Ofcom Turns its Attention to the Hyperscalers

Ofcom has expanded its remit under the Enterprise Act 2002 to investigate the public cloud and internet communications market. 

In spite of the worsening economic climate, public cloud revenue continues to grow rapidly.

Cliff Saran of ComputerWeekly reports that one of the first areas it will assess is the strength of competition in cloud services.

This will largely impact on the big three: AWS, Azure and Google Cloud, and has far-reaching implications for this growing sector.

 #5 Scientists Rethink Gene Names to Stop Excel from Misreading Them as Dates

As the human genome is made up of tens of thousands of genes, all with their own unique codes, it’s important that geneticists label them correctly in their research papers.

But recently several codes have had to be renamed because Microsoft Excel has been auto-converting them into a date format.

In an article written for The Verge, this has concerned the HUGO Genomic Nomenclature Committee so much, they’ve had to publish new guidelines for gene naming conventions.

Sometimes it’s easier to rewrite genetics than update Excel, writer James Vincent explains.

Tubbservatory Round-Up #11: November – Week 2

 

#1 Mark Copeman Joins Wingman MSP Marketing

I was delighted to hear that Mark Copeman, author of Helpdesk Habits and MSP Secrets Revealed, has recently joined forces with MSP marketing expert Dave Sutton as part of the Wingman MSP Marketing Team.

Mark has been collaborating with Dave on projects for the last twelve months and brings with him a ton of experience reviewing MSP websites, as well as his own industry marketing and public speaking experience.

I, for one, am very excited to see what comes next for this partnership.

#2 Linode Partners YouTube Channel

Cloud computing provider Linode have started a new YouTube channel for all of their partner-related content.

The Linode Partners channel is chock-full of great videos, including interviews, guides, event takeaways and their monthly partner roundups.

You should definitely subscribe and hit the notification bell, and, shameless plug, you can also catch my interview with James Steel in the featured interviews section.

#3 Pax8’s Whitepaper on Mergers and Acquisitions

It is, without doubt, one of the scariest things a business can go through, so any advice on the subject is welcome from those with experience and insight.

The whitepaper from Pax8’s Dominic Kirby, MSP Advice for Executing Mergers & Acquisitions, takes us through the initial analysis and planning, through to execution, and is a must-read for any MSP considering or about to undergo M&A.

#4 Chris Brogan: Use the Battle Pass Method to Win
Now, we’ve all heard of the concept of ‘gamification’, right? Well Chris Brogan’s take on this is that we do it all the time subconsciously, so why not take a more structured approach and give yourself a reward when you complete a difficult or monotonous task?

The bigger the task, the bigger the reward.

It’s a great little productivity hack.

Need to make follow-up calls on a bunch of sales prospects? Going to make at least three visits to the gym this week? Completed your tax return for the quarter?

Well, give yourself a treat, you’ve earned it.

#5 CompTIA’s Benelux Community Meeting – 22nd November 2022

The CompTIA Benelux Community meeting took place on the 22nd November, in Breda in the Netherlands.

As always, the one-day event was a chance to ask questions and network with peers, as well as listen to some great speakers and be part of engaging discussions.

Themes included for this meeting included: Women in Tech, Cybersecurity Trends and a keynote from Hans Demeyer, Supplier of Optimism and Inspiration.

Tubbservatory Round-Up #11: November – Week 3

 

#1 Bring Them Back: Target Prospects and Clients with Remarketing

It can be disappointing when your carefully planned marketing brings visitors to your website but they go no further in discussing the potential for a sale.

97% of first-time website visitors are lost for good without buying your services or joining your marketing lists, says Zomentum’s Shannon Murphy in an article for Channel Futures.

Here, she provides practical tips on how to retarget content at three key audiences, enabling you to increase your chances at further sales.

#2 The Top 12 Password-Cracking Techniques Used by Hackers

When it comes to security, there is often a case for implementing additional security that clients cannot immediately see the benefit of.

So, it’s worth being aware of the many ways hackers attempt to crack our passwords.

This article by Dale Walker, Managing Editor for IT Pro, says that weak or easily guessable passwords are a nightmare for cybersecurity experts.

It’s believed that as many as one in three of us use the same password for more than one account.

While some of the methods are immediately obvious, there are others here that may be less so. Forewarned is forearmed.

#3 Don’t List Your Services on Your MSP’s Website

Is the value of what you’re selling in how you solve problems for your clients, or how good your one-size-fits-all solution is in general?

Nate Freedman, CEO of Tech Pro Marketing, insists it’s the former, in this blog for SuperOps.ai

He insists that you don’t need to create a complete catalogue of your services on your website, and instead should focus more on the language that connects with your customers.

“It’s about the ‘how’, not the ‘what’”, says Nate, “As an MSP you’re a problem solver, so act like it.”

#4 How the 1980s Changed IT Management

The 1980s was a critical turning point for businesses adopting computing technology for competitive advantage.

The decade saw the introduction of electronic mail, mobile phones and the Windows operating system.

Tom Abram of Computing takes a nostalgic look back at this critical goldrush for IT businesses, which has some important lessons for future technological advances.

#5 Webinar: How to Ensure Cyber Threats are not Already in Your Network

On the 25th November, Cybersecurity Solution experts Acronis hosted a webinar: How to ensure that cyber threats are not already in your network.

This hour-long virtual event revealed how attackers breach companies and includes a live demo of how simple and effective ransomware attacks can be.

This is a must for any security-focused MSP, so watch the replay now.

Tubbservatory Round-Up #11: November – Week 4

 

#1 MSP Growth: 9 Things I Wish I’d Done Sooner – Pete Matheson

A video that caught my eye is MSP Growth: 9 Things I Wish I Did Earlier by MSP expert, Pete Matheson.

Pete shares the things he wishes he’d done sooner in his own MSP journey, and it makes for valuable viewing.

Things mentioned include:

Putting together a management teamHiring a marketing apprenticeSorting income into different accounts

These are the things that you often overlook when starting out as an entrepreneur for the first time. So they are well worth revisiting once you’re established.

#2 Uptime Solutions Presents Four Examples of Great MSP Websites

How does your MSP website shape up against those of other IT businesses?

The Uptime Solutions team have pulled together a useful list of examples of great MSP websites for you to look at.

For instance, Ed Green at TrueByte Tech has put together a simple but compelling site for visitors.

#3 Keepabl Announces Integration into UK ICO Accountability Framework

Privacy is top of mind for many SMEs, and so MSP privacy management software business Keepabl – which pitches itself as taking the “ARGH” out of GDPR – have recently integrated the UK ICO’s Accountability Framework into the Keepabl Solution.

The privacy solution’s CEO Robert Baugh reveals that it’s something Keepabl’s customers and consultants have wanted for a long time.

So, now they’ve gone and done it.

#4 Decline in Ransomware Victims Paying Hackers

News from the war on cybercrime, as Dev Kundaliya of Computing reports a recent decline in the number of ransomware victims paying hackers.

With many cybersecurity insurance companies paying out ransomware extortion money, would you recommend to your MSP clients to pay hackers or not?

Leave a comment and let me know your thoughts.

#5 The SuperOps MSP Awards: Honouring the Best in the MSP Industry

And finally, does your MSP business deserve a share of the $10,000 on offer in the MSP Awards by SuperOps?

I’ll be one of the judges for these awards, the categories of which include MSP Website of the Year, Best MSP Community Contributor, and more!

Links to the Resources Mentioned in this Round-Up

From Week 1What is IT Process Automation? And What Are the Opportunities for MSPs?5 Ways to Convert Marketing Leads in SalesCompTIA ISOA: Tough on Cybersecurity SeriesOfcom Turns its Attention to the Hyperscalers

Mentioned in Week 2

Mark Copeman Joins Wingman MSP MarketingLinode Partners YouTube ChannelPax8’s Whitepaper on Mergers and AcquisitionsChris Brogan: Use the Battle Pass Method to WinCompTIA’s Benelux Community Meeting – 22nd November 2022Week 3Bring Them Back: Target Prospects and Clients with RemarketingThe Top 12 Password-Cracking Techniques Used by HackersDon’t List Your Services on Your MSP’s WebsiteHow the 1980’s Changed IT ManagementWebinar: How to Ensure Cyber Threats are not Already in Your NetworkAnd Week 4MSP Growth: 9 Things I Wish I’d Done Sooner – Pete MathesonUptime Solutions Presents: 4 Examples of Great MSP WebsitesKeepabl Announces Integration into UK ICO Accountability FrameworkDecline in Ransomware Victims Paying HackersThe SuperOps MSP Awards: Honouring the Best in the MSP Industry

How You Can Help

That’s all from the Tubbservatory Round-Up for November 2022!

Do you know of a useful tool or resource that you think we might be interested in?

Please let us know in the comments.

You Might Also be Interested inTubbTalk 114: How to Manage Remote MSP Teams and Build a Strong Company CultureA List of Powerful Remote Monitoring & Management (RMM) Tools for MSPsWebinar: Protecting Your SMB Clients from Today’s Cybersecurity Threats

The post Tubbservatory Round-Up #11 – November 2022 appeared first on Richard Tubb.

The Not an MSP Show: The Weekly Wisdom of Veteran MSPs

The ‘Not an MSP Show’ is a weekly live broadcast on YouTube hosted by four veterans of the MSP Industry.

Each week the hosts get together to talk about a subject that most MSPs and Small IT Business Owners can relate to, and provide advice that might help others.

The chat is usually light-hearted and entertaining, but full of useful insights, anecdotes and relatable examples. Which should prove useful to listeners no matter where they are in their journey to becoming a successful MSP.

The hosts always bring something of value, calling on their unique experiences in business and conveying their points in a casual and entertaining way.

Meet the Hosts

Pete Matheson is a former MSP owner who sold his successful IT business of ten years, just a couple of years ago.

Andrew Moon is a former MSP owner as well, and he now runs Orange Nomad, a business consultancy for the ‘underdog’, as well as being a LinkedIn Marketing expert.

Scott Riley is founder of Cloud Nexus based in Leeds, and is engaged in activities with many other channel organisations as well.

Richard Tubb is also a former MSP owner, channel speaker, blogger and author.

The Not an MSP Show Origin Story

The ‘Not An MSP Show’ began life as another show called ‘Behind the Geeks’.

Behind the Geeks was a very similar concept, where four MSP experts talk about a common subject as part of a live broadcast.

The Tech Tribe’s Nigel Moore was part of the Behind the Geeks team, but with him being based in Sydney, Australia, it was very difficult to balance regular life with a broadcast in the middle of the night.

The new name came from another project Pete was working on, a coaching business called ‘Not a business coach’.

So, the ‘Not an MSP Show’ was born!

The show is no longer associated with the Tech Tribe, though the hosts are still strong supporters of it.

What Subjects do They Cover?

They will talk about any topics that they think will appeal to their audience of MSPs and IT business owners.

Expect the topics to include the likes of: sales and marketing, reducing outgoings, managing business relationships, and dealing with client churn.

Below are some of the episodes that have been broadcast already:

Maximizing Customer Lifetime Value

Customer Lifetime Value (CLV) is an important measure in determining client profitability.



Vendor Relationships can be Tricky

How to cultivate good business relationships with your vendors and how to spot the traits you’ll want to avoid.



How and Where Can I Watch the Next Live Broadcast?

If you would like to be notified ahead of any future broadcasts, you should subscribe to the Not An MSP Show YouTube Channel:

Not An MSP Show YouTube Channel

The broadcasts usually take place on a Wednesday at 16:00GMT, and they last about an hour.

The broadcasts are live, so feel free to comment in the chat during the show.

Also, if you miss any of them, you can catch up with the replays on their channel.

You can also find all of the Behind the Geeks episodes there, as well.

Useful Links Mentioned in this ArticleThe Tech TribePete MathesonOrange NomadCloud Nexus What Would You Like to See the Team Cover?

Is there’s a particular topic or subject you’d like to hear their advice on? If so, please let us know in the comments.

They’re always keen to hear questions and suggestions from the MSP audience!

You Might Be Also Interest InNational Clean Your Virtual Desktop Day: A Chance to OrganiseTubbTalk 114: How to Effectively use Cyber Essentials, GDPR & KeepablHow to Effectively Measure MSP Client Satisfaction

The post The Not an MSP Show: The Weekly Wisdom of Veteran MSPs appeared first on Richard Tubb.

TubbTalk 117: How to Grow Your Business in an MSP Community Like IT Nation

An Interview With Dan Scott

Dan Scott is the IT Nation Community Director, EMEA, for ConnectWise. The IT Nation is an MSP community group, brought to you by ConnectWise, the IT software and services company.

IT Nation membership includes conferences, community events, product training sessions and more. The supportive community is what really helps MSPs to grow their businesses and thrive, even in times of uncertainty. This interview was recorded live at the IT Nation Connect event in Orlando, Florida, in November 2022.

What Happens at IT Nation MSP Community Events

First of all, Dan explains that IT Nation events aren’t restricted to ConnectWise users – all are welcome. All delegates hear from expert speakers, learn from each other, network and find out about new products and services from a range of vendors.

Attendees receive a warm welcome from the volunteers who are invested in their success. Dan adds that they deliver “Big ideas – not just operational tactics or tools and tricks, but big-picture thinking stuff. Golden nuggets that will give you a new way to think about things.”

Why You Should Embrace MSP Community Groups

People worry that if they attend an MSP Community group, their competitors will steal their ideas or their clients. Dan says there are more than enough customers to go around. “It’s not just a community full of people who want to see you do well, but a way for you to help others too. You’ll get so much more back that way.”

Working in IT can often be chaotic, and Dan adds that MSP community groups give members some time out to work on their business and get support on challenges from people who really understand. And, they learn what others are doing to grow their own MSPs and take inspiration from them.

The ConnectWise Evolve Programme

Dan explains that ConnectWise Evolve is a peer group programme. The members – all business owners – get together once a quarter for two days of meetings and a third day which features expert speakers and other valuable content.

Each meeting involves the same group of people so they all get to know each other well. The aim is to support their peers personally and professionally to help them achieve their most ambitious vision of success.

They hold each other accountable, share challenges and wins, and become friends. Everything is confidential and nothing is off-limits. Dan explains he stays only for the part of the meeting where he’s providing the update, and leaves the group to it.

How Feedback Scorecards Improve Work/Life Balance

Sometimes business leaders forget that work isn’t everything and they need a healthy balance with their home life. The scorecards are given out to spouses and significant family members, who score the business owner on a variety of things.

People quickly realise when they were dropping the ball at home. Dan says that the scorecards are a great way for MSP community members to have a holistic view of their life and business from the people who know them best. Their peers will then support them to change things that need to be improved.

How MSP Community Members Measure Their Progress

Ambitious business owners can often compare their own progress to that of their peers and competitors. Dan says that they often feel that they’re not growing the way they want to because they only get feedback from the people within their organisation.

In the ConnectWise Evolve programme, the members are all completely open about their finances, and they get honest comments about where things are working and where they’re not. This helps with benchmarking and working out next steps to growth.

How the MSP Community Groups Work

Dan says there are about 550 companies who are members of the Evolve community. As well as in-person meetings, there are online groups so members can get feedback and support as and when they need it.

Evolve groups came from HTG, a company bought out by ConnectWise in 2018. Once that happened, Dan says they got rid of the requirement for members to also be ConnectWise customers. Today, it’s an open ecosystem, just like IT Nation is.

The biggest commitment is attendance at the quarterly meetings, which aren’t optional. “Not for me, but for your group. They expect you there to support and help them and value your opinion.” The groups work the same way globally, although the culture can be different.

How to Connect with Dan ScottIT NationFollow IT Nation on LinkedInLike IT Nation on FacebookFollow IT Nation on TwitterConnect with Dan on LinkedInEmail DanHow to Connect with MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe, rate and review TubbTalk on Stitcher RadioSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeConnectWiseDattoEvent: IT Nation ShareCompTIAThe Tech TribeEvent: Acronis CyberFit SummitBook: The Go-Giver by Bob Burg & John David MannConnectWise EvolveEvent: IT Nation ConnectEvent: IT Nation SecureYou Might Also be Interested inPodcast: How ConnectWise Helps MSPs Run More Efficient BusinessesWebinar: Working with Your MSP Competition isn’t as Crazy as it SoundsPodcast: How to Build a Successful Cloud Solution Provider Business

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TubbTalk 116: How Cybersecurity and Cyber Protection Keeps Your MSP Clients Safe

An Interview with James Slaby

James Slaby is the Director of Cyber Protection and Solutions Marketing at Acronis. This role sees him creating assets, identifying markets to expand into and delivering talks and webinars on all things cybersecurity.

Acronis are a multinational tech company with a focus on cyber protection, cybersecurity and supporting MSPs and businesses to keep their data safe. This interview was recorded live at the CyberFit Summit in Miami, Florida, in November 2022.

Watch the Interview

What is Cyber Protection?

James explains that it’s simply the integration of data protection and other security. “Think classic backup and disaster recovery with cybersecurity, but with advantages for the typical MSP when they use Acronis solutions.

“There’s a single agent on the endpoint managing a whole range of services, and it’s all integrated at the console. The coolest bit, though, is the leverage you get when you combine cybersecurity and data protection”. That includes things like scanning cloud backups and checking for vulnerabilities. 

Why All Businesses Need Disaster Recovery

Non-tech businesses tend to think of threats as things like a natural disaster, says James, but even if you’re a butcher, your business is still more likely to be brought down by a malware attack rather than a flood.

He recommends taking a clear-eyed look at managing risk and prioritising cybersecurity. Disaster recovery is becoming even more important in the risk management plan. And this leads to a greater need for insurance.

James adds that: “Insurers were making money in cyber insurance but ransomware has made it unprofitable. They’re increasing premiums and raising insurability standards, requiring companies to prove they have MFA and a DR plan before they get insurance. Fortunately, this is affordable, because MSPs can put a plan in place for their SMB clients.”

How to Protect MSP Clients Against Ransomware

MSPs need to closely scrutinise their vendors and technology providers, James advises, to make sure that they are doing everything that they need to do to protect themselves, and look at their development process. If you don’t do this, you won’t be able to protect your clients effectively.

“We all remember when one big IT ops tool was breached, which led to their malware customers having their data stolen. Don’t forget, you’re a trusted tech provider, so you don’t want the reputational damage of letting your clients being victims of ransomware.”

How Cybersecurity Awareness Training Helps Businesses

We’re all human, says James, and it’s easy to make mistakes when you’re tired or busy. However, cybersecurity awareness training is a really worthwhile discipline to practice. Remind people that phishing emails are getting more devious and convincing.

As their IT partner, though, gently remind them to be wary, but make sure clients know that you’re all on the same side in the fight against cybersecurity. Don’t punish them if they fail your phishing simulation test.

The other key component of this, James adds, is to include your executives. It’s hard to encourage the big boss to test their cybersecurity knowledge, but it’s important because it’s the leadership team who are increasingly being targeted. “Say they have the power to move funds; you successfully phish them and send an email to a junior employee to send sensitive info in the middle of the night. Then you’ve proved your point.”

Cyber Protection for Cloud Services

“The big three cloud providers do a pretty good job of protecting their own infrastructure, but not so much protecting the data of their users. And their contracts actually state that if the worst happens, they’re not willing to help much to restore lost data. It almost certainly won’t meet an MSP’s own objectives.

“That means you really need to take data protection into your own hands. You could push your provider to commit to providing stronger protections, but it’s better not to. If an MSP can do it effectively, it’s a selling point for them to say to their clients “If you’re using AWS, their protection might not be as good as you think. Let me help.” The biggest worry is assuming you’re better protected than you actually are.

Helping MSP Clients to Understand that Cyber Protection is Never Done

It’s a big challenge to educate your MSP clients on the reality that cybercriminals never rest. But MSPs also need to accept that they’ll never eliminate every single point of failure in their overall risk management project.

They need to constantly remind clients about big breaches that make the news, and try to raise awareness through webinars and supporting material. Acronis, for instance, have a range of case studies, eBooks, pre-recorded webinars and more, which users can reshare.

“Use these tools to show your client that the cyber threat environment is constantly evolving, and it’s your job as their IT partner to keep up with that. And point out that constantly updating and doing patch management is both time consuming and hard to get right if you’re not an expert. Doing it for your clients saves them time and worry.”

How to Connect with James SlabyAcronisFollow James on TwitterConnect with James on LinkedInFollow Acronis on LinkedInLike Acronis on FacebookFollow Acronis on TwitterHow to Connect with MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe, rate and review TubbTalk on Stitcher RadioSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeHow to register for next year’s CyberFit eventChannel Futures article on clients who won’t use cyber protectionEbook: Assessing the Software Supply Chain Cybersecurity RiskAcronis CyberFit Sports Team-upYou Might Also be Interested inOn-demand webinar: Acronis Cyber Protection ConferenceCybersecurity Top Tips for Small Business Success and GrowthPodcast: How do Criminals Think? Cybersecurity for MSPs

The post TubbTalk 116: How Cybersecurity and Cyber Protection Keeps Your MSP Clients Safe appeared first on Richard Tubb.

Team Tubb’s Christmas Takeover 2022: 12 Days of MSP Christmas

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elementor - v3.8.1 - 13-11-2022 */.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}Team Tubb Takeover Presents Christmas 2022 Happy Holidays from #TeamTubb! 1share 0Facebook 0LinkedIn 0Twitter 1Buffer 0Pinterest 0Email Pocket Evernote /*! elementor - v3.8.1 - 13-11-2022 */.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=".svg"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor - v3.8.1 - 13-11-2022 */.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#818a91;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#818a91;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block} The 12 Days of MSP Christmas

As we draw closer to the end of the year and settle in to the festive period, we thought we might like to present 12 festive treats of our very best from the year gone by, revealed each day for you to enjoy at your leisure.

Included are our favourite TubbTalk podcast episodes that get our Team Tubb Choice seal of approval.You’ll also find some of the articles that received the most attention in case you missed them.And there will be some great video interviews and product demos that we think deserve another spotlight.

We want to thank you for being with us, this year, and look forward to providing great MSP content for you again in 2023!

/*! elementor - v3.8.1 - 13-11-2022 */.elementor-column .elementor-spacer-inner{height:var(--spacer-size)}.e-con{--container-widget-width:100%}.e-con-inner>.elementor-widget-spacer,.e-con>.elementor-widget-spacer{width:var(--container-widget-width,var(--spacer-size));-ms-flex-item-align:stretch;align-self:stretch;-ms-flex-negative:0;flex-shrink:0}.e-con-inner>.elementor-widget-spacer>.elementor-widget-container,.e-con-inner>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer,.e-con>.elementor-widget-spacer>.elementor-widget-container,.e-con>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer{height:100%}.e-con-inner>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer>.elementor-spacer-inner,.e-con>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer>.elementor-spacer-inner{height:var(--container-widget-height,var(--spacer-size))} Our Festive Best of the Year!

Presenting the Women in Tech E-book.  A look at the achievements and expertise of women who work in technology.

Inside, Richard Tubb shares the transcripts from nine interviews from the Women in Tech podcast series. It was recorded in association with Barracuda MSP.

Featuring some of the most respected and successful female leaders in technology today. The Women in Tech E-book is full of interesting first-hand accounts.  Hopefully these stories will inspire future female leaders in the industry.

Download this E-book today and share in their unique insights.

Download here

International Women’s Day is marked each year on March 8th. 

Why is IWD so important?

Firstly, it’s a global day celebrating achievements of women; whether social, economic, cultural or political.

Secondly, the day marks a call to action for accelerating gender parity.

Thirdly, it’s a chance for groups from all over the world to come together.  And in doing so, recognize, and share in, the work being done to further equality for women.

In conclusion, the day is a chance to:

Celebrate women’s achievementsRaise awareness about women’s equalityLobby for accelerated gender parityFundraise for female-focused charities

As a result of reading this Women in Tech E-book, we hope it will lead to further conversations.  For instance, how we can encourage more women into technology careers.

#BreaktheBias

Here at Teamtubb, we support the International Women’s Day message!

#IWD2022 Get Involved in IWD2022

Participate in activities at the official IWD2022 website:

www.internationalwomensday.com

Post a photo of yourself in the #BreaktheBias pose on the official IWD Twitter page:

@womensday

Check out the official Instagram page for inspiration:

https://www.instagram.com/internationalwomensday_global/

Or follow the activity on the community page on facebook:

www.facebook.com/Internationalwomensday/

How will you get involved?

If You Enjoyed the Women in Tech E-Book, Why Not Listen to the Podcasts?

You can listen to the full podcasts in the player below!

The original Women in Tech Tubbtalk episodes can also be found below Baroness Berridge

TubbTalk 95: How the Government is Helping Women get Ahead in Technology

Jennifer Bleam

TubbTalk 99: The Top Ways to Move Your MSP business to a Cybersecurity Focus

Diana Giles

TubbTalk 101: How to Build and Grow a Thriving MSP as a One-Woman-Band

Olesia Klevchuk

TubbTalk 97: How to Effectively use Email Security to Keep Your MSP Clients Safe

Grace Marshall

TubbTalk 96: Struggle: The Surprising Truth, Beauty and Opportunity Hidden in Life

Maggie Philbin OBE

TubbTalk 100: Tomorrow’s World, Teen Tech Initiative and Encouraging Girls in Tech

Nancy Sabino

TubbTalk 102: How to Niche Your MSP and Navigate M&As

Amanda Stewart

TubbTalk 103: Business for Good and How to Juggle Everything

Vera Tucci

TubbTalk 98: Co-Managed IT, CyberSecurity and Imposter Syndrome: Top Tips for MSPs

The post Team Tubb’s Christmas Takeover 2022: 12 Days of MSP Christmas appeared first on Richard Tubb.

How to Manage Remote MSP Teams & Build a Strong Company Culture

A Fireside Chat: Emily Glass and Vera Tucci

Emily Glass is the President and CEO of Syncro. They’re an all-in-one RMM, PSA and remote MSP access tool that helps managed service providers – MSPs – run more profitable businesses.

Vera Tucci is the co-founder and CEO of T-Consulting, an MSP and COMIT. They provide co-managed IT and cybersecurity support to SMBs without an internal IT department, as well as larger companies looking to improve their teams.

They have both appeared as guests on TubbTalk. This fireside chat was recorded virtually in September 2022.

Dealing with Post-Pandemic Changes

Today’s MSPs face a number of challenges, says Emily. They’re looking to attract talent, build a positive business culture, serve customers and be profitable. But on top of that, employee needs have changed since the pandemic.

Firstly, more people are working from home, making it hard to create a unified team. And, Emily adds, there’s a “Blend of personal and professional lives – people want to have fun in their work, while finding purpose or meaning at the same time.”

Vera added that there’s added pressure now with more people needing cybersecurity support, which has coincided with an increase in criminal activity. “We need to be reactive, prepared for anything and stay calm. A human-friendly approach is more important than ever.”

The Difficulty of Recruiting Talent for Remote MSPs

Hiring the right people has always been hard for tech companies. But now, Vera says, there’s a shortage of applicants, and the great resignation has had an impact too.

Many MSP (managed service provider) owners have seen rapid growth over the last two and a half years, which is great. However, they can’t recruit people fast enough. “You need a bigger team, too, because you need to be flexible around hours and time off.”

Emily says that the vendors have the same problems too. “We have to think about profit versus quality of life. Because tech support can be a high stress role, there’s a high turnover of staff. And doing the same things every day makes them keen to move to new roles.

“We have to make sure tasks don’t stay the same, there’s increased complexity and variety. So that way, we can retain great people we’ve invested in. And as well as keeping them interested, we reduce their risk of burnout.”

Communicating Clearly with Clients

Building trust with your clients is vital. Often, Emily says, the customer starts to feel like the technician is part of their business, not yours. Of course, this can lead to increased demand on the tech’s time and skills, which results in the client’s fee increasing too.

Clients need to feel free to ask their IT partner for additional support, and the partner should be comfortable in saying that there’s a cost to that. Vera said: “This can affect all areas of the business. But having the communication channel always open makes a big difference.

“It allows you to give them what they need, without second guessing their requirements. The clients feel more positive about the relationship, because they can come straight to you with questions or problems.” 

How to Create a Strong Company Culture When You Run a Remote MSP

Emily’s team at Syncro are 100% remote, so creating the right company culture is a priority for her. One of the benefits, she explains, is being able to hire talent from more cities and countries.

However, this means you also have to recruit people who’ll really be happy working remotely. “Not everybody is suited to it. We have a list of personality traits that we look for in potential employees. Are they self-motivated and positive? Can they ask for help when they need it?

“We also keep the culture focused by having clarity of mission, vision and values. Because we can’t physically bring them together, they have a common cultural space to define what we do and keep each other accountable.”

And things like team retreats, away days and social events where team members can meet in person are essential. Think of ways to replace physical aspects of the workplace in a virtual setting to support your remote MSP team.

What Different Generations Want from Their Employer

Many of the workers coming into the tech space are from a younger generation who are digital ‘natives’ – they’ve grown up with the internet. So, they have a different frame of reference and a different approach to work. They’re searching for purpose.

Younger people have found ways to derive meaning in their lives without face-to-face interaction; this is good, but they do still need human connection. By not having a physical office, they lose out on learning how to behave in a work environment.

“In-person working helps you learn how to manage your time, how to interact with co-workers and how to respect each other”, Vera says. And when there’s hybrid working, find out what people want.

For instance, Vera says her older colleagues appreciate a well-stocked break room, whereas the younger team members bring in their own protein shakes. “This is another example of good communication. Ask what you can provide to make them feel more engaged and enthusiastic every day.”

Why We Should be Ourselves at Work

With an increasing focus on finding meaning in our work, Emily and Vera agreed that we need to think about ourselves as a whole. That means not having a ‘work persona’ and a ‘home persona’ but being more authentically ourselves. Vera explains:

“Of course, there are social constraints at work and we don’t talk to colleagues the way we talk to our friends. But we’re the same person. And if you have problems at home, it’s hard to come to work and forget about them. People need to be comfortable enough to say that they’re struggling.

“Although I might not be able to fix your issue, I need to be aware that you’re distracted and not working at your best. Then, we can find the best way for you to operate until things are less stressful.”

How to Connect with Emily GlassSyncroEmail EmilyFollow Syncro on TwitterLike Syncro on FacebookFollow Syncro on LinkedInHow to Connect With Vera TucciT-ConsultingFollow T-Consulting on LinkedInFollow T-Consulting on FacebookFollow T-Consulting on TwitterConnect with Vera on LinkedInHow to Connect with MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe, rate and review TubbTalk on Stitcher RadioSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeDattoYou Might Also be Interested inPodcast: Syncro: Why a More Human Business Better Serves MSPsConsidering the Challenges and Opportunities of Hybrid Working for MSPsPodcast: Co-Managed IT, Cyber Security and Imposter Syndrome: Top Tips for MSPs

 

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