Most MSPs are great at solving technical problems, but being a great MSP is more about how you make your clients feel, more than what you do.
On the podcast today is Alona Bolotnikova of Perfecting Service. She helps MSPs with the soft skills and service coaching to ensure your support team is providing the best possible service experience for your clients.
We talk about common client complaints, best practices for updating clients on tickets, and top tips for helping your techs improve their service skills. Enjoy my conversation with Alona about creating a great service culture.
Today we're talking about my favorite topic. Management.
Earlier this year I found a software tool that filled a gap that I've struggled with for years. Both as a manager in previous roles, but also the managers that I've coached.
Keeping notes for meetings, one on ones, sharing deliverables and provide feedback. There are some tools that help with some of these, but it was always imperfect. Then I found Fellow. They call it a manager's co-pilot, but I would argue it's more than that. It uses the management practices that I advocate for and puts all of that information in a lightweight, easy to use platform.
I invited Aidan Mirzaee,(@aydin) CEO and co-founder of Fellow of the software to discuss management practices and how Fellow can help. I hope you enjoy this conversation with Aydin.
To Try Fellow.app for free, click here.
Most IT Service providers are sitting on top of a multi-million dollar sales opportunity in their existing customer base. This episode of Evolved Radio will show you how to take advantage of this massive opportunity.
Today on the podcast I'm joined by Dan Wensley, CEO of Warranty Master.
Dan is a veteran of the MSP channel, having worked at Level Platforms which was a darling of the Canadian tech scene.
Dan was also the president of Passportal before joining Warranty Master.
In our conversation, we talk about how MSPs can leverage warranty data to ensure their client environments are more stable which benefits the customer as well as the MSP.
There has been a string of coordinated attacks on MSPs recently. Large players like WiPro, Fujitsu, and IBM. As well as a number of smaller regional MSPs. Kyle Hanslovan (@kylehanslovan) of Huntress Labs joins me on the podcast to give us his expert viewpoint on the risks these attacks pose and how IT service companies should be securing their environments to avoid being the next victim.
Art Markman (@abmarkman) is a leading cognitive scientist. Art is a professor of psychology and marketing at the University of Texas at Austin. He is also the author of several books and hundreds of scholarly articles.
Today we discuss his new book "Bring Your Brain to Work. Using Cognitive Science to Get a Job, Do It Well, and Advance Your Career."
Art also has a podcast called "Two Guys on Your Head."
Today on the podcast I'm talking to Piers Steel, Professor at the University of Calgary and author of The Procrastination Equation. Piers has spent years researching the reasons for and impacts of procrastination. Today we chat about the reasons why you fail to follow through despite your best intentions. It's a surprisingly complex topic. A fascinating mixed conversation on self-help, psychology, biology, and productivity. I'm sure you'll find the conversation as fascinating as I did. Enjoy.
On the podcast, today is Chris Day CEO of Top Down Ventures.
Chris is a well-recognized member of the MSP channel, as the founder of IT Glue. IT Glue's remarkable growth curve and industry attention are unlike anything we've seen in the market. He recently exited IT Glue after selling to Kaseya. Now he's working with SaaS application entrepreneurs to provide capital and scaling strategies for their businesses.
In our discussion we catch up with Chris on the recent M&A activity of Glue and Fully Managed, the projects currently on deck at Top Down, and we discuss the current M&A madness in the MSP channel.
The products being managed by Top Down we mentioned
Mark is a Professor of Service Excellence at the University of Victoria, Gustavson School of Business. Author of "The science of service, the proven formula to drive customer loyalty and stand out from the crowd." Available on Amazon. Mark has done work with the govt. Of British Columbia, Telus, Whistler Blackcomb and the Commonwealth Bank of Australia.