MSP Business School

In this engaging episode of MSP Business School, host Brian Doyle takes listeners through a comprehensive exploration of Technology Business Reviews (TBRs) and their evolving role in the MSP industry. TBRs have shifted from data-heavy presentations to become more strategic and client-focused, addressing clients' growing needs around cybersecurity, compliance, and risk management.
Brian Doyle delves into a structured approach to Quarterly Business Reviews (QBRs), breaking down the process into four distinct phases. Each phase targets specific aspects of technology management—from setting a solid foundation in Q1 to addressing security and risk in Q2, examining health and assets in Q3, and culminating in a year-end summary. By consistently updating scorecards, roadmaps, and strategic plans, MSPs can provide clients with a clearer view of progress and maintain transparency and trust in their business relationships.
Key Takeaways:
Brian Doyle emphasizes the need for MSPs to transition TBRs from sales meetings to strategic planning sessions to better engage clients.
Implementing a quarterly QBR cadence helps in systematically addressing security risks, assets, and compliance, ensuring consistent client engagement.
The joint strategic plan is crucial for aligning technology goals with business objectives, providing clarity on project impacts and fostering better decision-making.
Regular feedback loops, such as CSAT and Net Promoter Score surveys, are vital for maintaining strong relationships with key stakeholders in client organizations.
Documenting risk assessments and client decisions is essential for liability protection and demonstrating value in MSP services.
 
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of MSP Business School, host Brian Doyle interviews Danny Brown, a veteran in the MSP industry who made the transition from a technical background to thriving in sales and business growth. Doyle and Brown delve into the critical changes MSP owners need to adopt for growth, effective sales strategies, and the importance of having the right mindset and processes in place.
Brown discusses his journey from a technical specialist to a business leader, emphasizing the importance of letting go and trusting employees to succeed. The conversation covers actionable insights for MSP owners struggling to build a sales process, highlighting the significance of focusing on ideal client profiles (ICPs) and understanding customer needs. Furthermore, Danny shares his experiences and tips on improving public speaking skills, adapted from his co-authored book "Talk it Up," to help MSP owners better connect and communicate their value.
Key Takeaways:
Mindset Shift: Embrace an abundance mindset instead of a scarcity one; this shift can lead to letting go and empowering employees.
Effective Processes: Implement standard operational procedures (SOPs) and proper training mechanisms to foster a trusting and efficient work environment.
Sales Strategies: Know your ideal client profile (ICP) and build connections rather than pushing for immediate sales. Understand your sales numbers and pipeline metrics to fine-tune your approach.
Public Speaking: Improve your public speaking skills with nonverbal communication strategies to foster trust and engagement.
Be Omnipresent: Increase brand awareness by being omnipresent in your industry and participating actively in industry events, conferences, and podcasts.
Guest Name: Danny Suk Brown
LinkedIn page: https://www.linkedin.com/in/dannysbrown/
Company: AppMeetup
Website: https://appmeetup.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of the "MSP Business School" podcast, host Brian Doyle welcomes Craig Stanland for an earnest and enlightening discussion about overcoming adversity and rebuilding one's life after hitting rock bottom. Craig narrates his dramatic story of professional success veering into a catastrophic fraud that led to a prison sentence. This episode offers an inside look at Craig's initial rise in the tech industry, his subsequent downfall, and how he has harnessed this experience to transform into a respectable author and keynote speaker focused on fraud prevention and personal reinvention.
Through an engaging conversation, Craig and Brian explore themes of identity, self-worth, and the dangers of living beyond one's means. They discuss the concept of the "fraud triangle" and how perceived need, opportunity, and rationalization can lead someone down a path of wrongdoing. Craig provides insight into his reinvention journey, highlighting pivotal moments such as his mentor's advice to view his future as a "blank canvas." Leveraging his journey, Craig illustrates how individuals can transform their lives by embracing creation over chasing material success and serving a purpose greater than themselves.
Key Takeaways:
Perceived Needs and Identity: Craig sheds light on how living a lifestyle to fill perceived inadequacies and unworthiness led to a series of irreversible choices.

Understanding the Fraud Triangle: The discussion delves into the fraud triangle concept, examining how perceived need, opportunity, and rationalization play critical roles in unethical decisions.

Embracing Reinvention: Craig believes in the power of starting anew, viewing setbacks as opportunities to paint a new "blank canvas."

Transformation and Purpose: Discover how connecting, creating, and contributing can lead to a fulfilling life with a meaningful impact.

Taking Responsibility: Craig's story underscores the importance of owning one's choices to gain freedom from past mistakes and create a brighter future.

Guest Name: Craig Stanland
LinkedIn page: https://www.linkedin.com/in/craigstanland/
Company: Reinvention Architect Advisors LLC
Website: https://craigstanland.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode of the MSP Business School podcast, Brian Doyle welcomes customer service guru Vance Morris, a former Disney executive, to explore the intersection of Disney's world-class customer service methodologies and their application to various business models. With a focus on customer success—a topic often overshadowed yet crucial in building and maintaining great businesses—Vance articulates his transition from Disney to entrepreneurship, crafting experiences that lead to customer loyalty and retention. His expertise shines as he discusses the simple yet effective strategies any business can implement to enhance their customer interaction.
Vance outlines how businesses can infuse Disney's attention to detail and customer engagement tactics into their own operations. By sharing his journey from Disney to running a carpet cleaning business targeting affluents, he exemplifies how to create premium customer experiences. Concepts like consistency in service, customer respect through simple gestures, and strategic touchpoints for referrals are delved into with practical insights. Listeners will discover how Morris adeptly transformed seemingly mundane service processes into memorable experiences that boost referrals and customer satisfaction. His stories of success underline the importance of meticulous planning and execution when designing customer interactions.
Key Takeaways:
Customer Experience is Key: Drawing from Disney principles, consistently elevate everyday interactions to build stronger customer relationships.
Meticulous Attention to Detail: Like Disney's operations, businesses should focus on flawless execution in all aspects of customer experience, from attire to follow-up processes.
Engineered Referrals: Proactively structure referral opportunities to encourage word-of-mouth marketing, rather than leaving it to chance.
Tailoring Unique Experiences: Adapt successful customer engagement strategies to fit the unique ethos of your business as Vance did in his carpet cleaning venture.
Simple Gestures, Big Impact: Basic principles like punctuality, live communication, and simply doing what you claim can significantly enhance customer trust and loyalty.
Guest Name: Vance Morris
LinkedIn page: https://www.linkedin.com/in/vancemorris/
Company: Deliver Service Now institute
Website: https://deliverservicenow.com/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com

In this enlightening episode of MSP Business School, host Brian Doyle engages with Taiye Lambo, an expert outside the traditional MSP community, to delve into the burgeoning world of AI. Introduced as a crucial discourse surrounding artificial intelligence, the conversation captures Taiye's insights on the myriad ways AI can be implemented responsibly, focusing on his Project Cerebellum initiative. Taiye Lambo's distinctive experiences, from his early days as an IT manager in the UK to his current work in AI governance, serve as a backdrop for this intriguing discussion.
Throughout the episode, Taiye elaborates on the complexities of AI integration in modern technology, emphasizing the need for a balanced approach between innovation and risk management. The conversation encompasses discussions about frameworks like the NIST AI RMF and emerging regulations, such as the Texas Responsible AI Governance Act (TRAIGA). Taiye's passionate advocacy for harmonizing global AI standards and promoting an efficient, secure, and ethical approach to AI adoption is laid bare, making this episode a valuable listen for those invested in technology ethics and cybersecurity.
Key Takeaways:
AI Integration Complexity: The expanding role and potential challenges of AI in tech sectors necessitate a thoughtful approach to integration, prioritizing innovation without compromising security.

Risk Management Balance: Organizations must evaluate their position on the innovation curve, balancing between leading-edge and laggard tendencies depending on their risk appetite.

Regulatory Insight: The importance of aligning with frameworks like NIST AI RMF to meet emerging state-level AI regulations, as exemplified by Texas's upcoming AI governance law, is highlighted.

Project Cerebellum's Mission: Taiye introduces his initiative's mission to harmonize AI best practices across global standards, offering practical tools and frameworks like the TAMEScore platform.

Future of AI Governance: Encouragement for stakeholders to proactively engage with AI technologies, understanding the dual impacts, both beneficial and risky, of thes

Guest Name: Taiye Lambo
LinkedIn page: https://www.linkedin.com/in/taiyelambo/
Company: Holistic Information Security Practitioner Institute (HISPI)
Website: https://www.hispi.org/
Show Website: https://mspbusinessschool.com/
Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/
Sponsor vCIOToolbox: https://vciotoolbox.com