Wednesday, December 27, 2023

The Dark Side of Private Equity in IT

(Note: I first covered this topic in my SBT newsletter in May. But it needs even more focus in the year ahead.)


Is Private Equity Good or Bad?


The obvious answer is "neither," of course. So let's be more specific: Does private equity investment in our industry do more good than bad? I think it has done good and it has done bad, but the future is headed in the wrong direction.

Appropriate for this time of year, PE in IT is a lot like the classic Dickens tale of Ebenezer Scrooge and the ghosts of past, present, and future. There has been more good than bad; the present is a mixed bag; and the future will be bleak unless something changes. The future hasn't been written.

But there's hope! Read on.

Note: Almost no one in our industry and channel is free to say what they want about the companies they do business with. The "media" outlets will never openly tell the darker side of what they know about vendors because they don't want to lose advertising. Most of the opinion leaders and popular web sites are exactly the same. And so are all of the companies that make money putting on shows.

I have had many conversations with people in the industry who have been threatened by a vendor. They are being told to not discuss problems regarding the vendor because they are subject to a "non disparagement" clause in their contract. So, they don't complain in online forums or discuss openly for fear of being sued.

I know that ConnectWise has had such a clause for a long time. And I've heard that Kaseya has one for the companies they've purchased in the last several years. I'm not sure how these square with the First Amendment of the U.S. Constitution, but I do know that economic free speech is not as protected as political free speech.

SO: Members are left grumbling in meetings when they are pretty sure it's not being recorded, or mumbling on anonymous forums such as Reddit.

Our industry is not alone. Private Equity is generally bad for business, certainly bad for people, and sometimes very good for investors. There was a great line in the New York Times: "Companies bought by private equity firms are far more likely to go bankrupt than companies that aren’t. Over the last decade, private equity firms were responsible for nearly 600,000 job losses in the retail sector alone." * (Emphasis is mine)

The idea of private equity is very straight forward: You get a bunch of investors together; you buy a company; you reorganize and improve that company, often with economies of scale not otherwise available; and you make a huge profit. Rinse and repeat with more and more companies. Sounds great. It rarely works out that way.

When private equity first sets its eyes on an industry, there are many legitimate good deals. They buy a company, fire a bunch of people, make some changes, and sometimes improve some things. But then a few good deals evolve into an infestation of private equity. That's where the MSP or SMB IT channel is now.

During the infestation period we're in now, "everyone" thinks they're going to get rich buying vendors, running them into the ground, and sucking all the profit they can out of the industry. Similarly, different groups of investors are doing the same thing with individual MSPs. They are buying up individual companies in deals that are very bad for the sellers, gutting the companies, and taking all the profit elsewhere.


What's NOT included in this equation?

Humans: You or your employees

Clients (end users)

Relationships

Ethics, beliefs, and culture

Customer service, or even decent quality service

Product improvements


If you haven't seen the episode of The Sopranos where Tony takes over his friend's sporting goods store, YouTube it. Basically, Tony forces his friend Dave to do a lot of things he knows he shouldn't, eventually forcing him into bankruptcy. Dave doesn't understand and asks Tony why he did all this.

Tony expounds: "It's my nature. The frog and scorpion."

In the end, private equity in our industry is a LOT like Tony Soprano cleaning out his friend's store, destroying everything about it, and taking as much money as he can before he walks away. That's where we are today.

Kaseya is the current bad example. They're not the first, the worst, or the last. But they've certainly shown our industry how fast you can take businesses built on great products and great service and turn them into the most hated, despised companies in the channel. Private equity has taken some great companies and some great people and turned them into money-hungry cogs in a system that does not care one tiny bit about you, your clients, your employees, or the industry as a whole.

I'm not sure how this ends. With a little inflation and some higher interest rates, it may not be possible to keep paying the investors what they require for their annual cathedraticum. I fear that bankruptcies, consolidations, and even anti-trust lawsuits are just ahead for our industry.

A VERY common tactic to look out for: A private equity investment company will split a company into two companies, with all the debt in one of those companies. Then, one company goes bankrupt and the PE folks keep the profitable pieces. The leftovers and the stinking pile of waste? That's someone else's problem. This will happen. But you probably won't hear much about it in any channel-centric media. So keep an eye on channel-adjacent news outlets.

It will be hard for you to see the real news, because you won't see it in any of the magazines or tradeshow companies. You certainly won't hear about it on stage. No one wants to lose sponsors or advertising.


The Good News is ...

If you're a smaller company, or you don't need to sell, you can focus on your clients, your employees, your culture, and excellent customer service. You will thrive in this environment because you can focus 100% on being the opposite of the companies who have been consumed into the Borg-like collective of private equity.

PE-backed companies cannot care about you.

PE-backed companies cannot care about your clients.

PE-backed companies cannot care about your culture.

PE-backed companies cannot care about good service.

PE-backed companies cannot care about your employees.


But YOU can embrace all of those things and thrive!

I'm not saying it will be easy or quick. The road ahead is going to be difficult, no matter what you do. Our industry is going to go through some tough stuff. But YOU can thrive. You can survive. You can come out the other end profitable and doing great.

If I can help, let me know.

-- -- --

* See https://www.nytimes.com/2023/04/28/opinion/private-equity.html. Note, also, that Institutional Investor puts the total of jobs lost to PE in the last ten years at 1.3 million. See https://www.institutionalinvestor.com/article/b1gfygl4r8661f/LBOs-Make-More-Companies-Go-Bankrupt-Research-Shows.


Monday, December 18, 2023

Understanding the Effects of AI: The Method of Work vs. The Nature of Work

Technology has been changing the world since way before recorded history. And whenever there's a significant advancement, there has been resistance. History is absolutely jam-packed with examples of advancements that people resisted. 

My favorite example is that Socrates opposed the written word. (See Phaedrus by Plato.) Socrates argued that written information is not knowledge. Knowledge came from telling and retelling stories so that a student could demonstrate mastery of the information, and its meaning. With the written word, anyone could pass on information and look knowledgeable without understanding the information they are sharing.

If this sounds like technicians using Google searches to fix computers, it should.

One of the most common reasons for resisting technical advancement is fear of losing your job. This is very often the first reaction when people see artificial intelligence generating text or graphics. The very word Luddite originates from mill workers breaking up machinery out of fear of losing their jobs. 

In fact, technology always creates more jobs than it eliminates - but it creates different kinds of jobs. In this process, it's important to draw a distinction between the method of work and the nature of work.

Many (Many, many, many. Maybe most.) advancements come from trying to improve the method of work. In other words, trying to create a "better mouse trap." Inventions often start by trying to do something faster, better, safer, with less labor. So, for example, tractors replaced plows drawn by oxen.

The promise of improved methods is often that we will be more productive. The bald-faced lie is that soon we will all live massively better lives and work only a few hours per week. We do get more productive, but that just speeds up the need for more people, more jobs, and more consumables. As a rule, technology always makes life better in some way, but it never reduces how much we work.

A great recent example is the use of special-purpose robots at Amazon. Amazon has bought or built more than 750,000 robots in the last few years. AND Amazon has been hiring over 1.5 million people per year over the same period. The technology makes everything move smoother and faster. That creates more work.

Note: These are different kinds of jobs. Robots are working the night shift, lifting the heavy boxes,  and moving things that take too much human effort. So, most of the back-breaking jobs are gone, and they've been replaced by more logistics, more maintenance, more high-touch jobs.

The intention was to change the method of doing the same work. The effect was to change the nature of the work itself.

The fear with AI is echoed again and again on social media: Memes that conclude, "I just saw my job eliminated." I've seen this from writers, editors, teachers, artists, editors, and more. These people are all making the same mistake: They believe AI will do the same work with new tools.

In fact, we're already seeing AI create not just new jobs but new kinds of jobs. No one ever went to school to learn how to write great "prompts" for AI. But now, if you can find a class that will teach you this skill, you will probably pay for it. 

The nature of the work is changing. 

I *highly* encourage you to talk to your employees and your clients about this. Don't let people get away with saying that AI will eliminate jobs. That's an absurd statement. AI is doing what technology always does - just faster than ever before. AI is changing the nature of work.

Think about the IT support business. Fifteen years ago, a technician might have a fulltime job logging into systems, applying patches, rebooting, and going on to the next machine. Now RMM tools and automated updates are universal. Now technicians have fulltime jobs monitoring more machines than ever and just verifying that the automated processes are working.

And the future? What will AI bring? We can't see too far into the future, but it's easy to see the next step: AI will do the monitoring, verify that it's seeing what it thinks it's seeing, then apply the correct fixes. When issues are outside the realm of automation, tickets will be created for humans to go do the work. With luck, the work left for humans will be less tedious and more fulfilling. But we can't promise that.

At the same time, AI will combine with all the other emerging technologies to create new opportunities and new services. IOT (Internet of things) has been exploding for a decade and is probably doing one tenth of one percent of what will be able to do by the end of the decade, especially once AI is added to the monitoring and management levels. 

The technician of the future will not simply use new tools, with AI or any other technology. They will be doing a different kind of work.

Change can be stressful. And I hope you believe that the pace of change is constantly increasing. It will come faster and faster. Look at the AI boom in the last year - and adoption has been almost zero comparing to the visible potential. We cannot imagine the real potential.

You can control the stress to some degree with education and training. Get the training. Train your employees. Train your clients. Seize the opportunities. Create other opportunities.

The future is brighter than it's ever been. But remember the big lie: It won't reduce your workload; it will increase your workload. Just don't dig into the past and get stuck. You have to move ahead. So you might as well embrace it!

:-)



Shaping the Future of the Channel with ASCII Edge 2024 – The MSP Conference Series

My friends at ASCII slipped this note into my mailbox . . . 


Shaping the Future of the Channel with ASCII Edge 2024 – The MSP Conference Series

Washington, DC – December 18, 2023 – The ASCII Group, a renowned membership-based community of independent North American Managed Service Providers (MSPs), is pleased to announce the keynote speakers for its highly anticipated events, ASCII Edge 2024.

ASCII Edge is the premier multi-city event where nearly 2,000 industry professionals, technology vendors, and leaders come together for two power-packed days of collaboration and growth. With events in nine cities across North America, attendees have the opportunity to connect with like-minded professionals.

With a commitment to business education, ASCII Edge events offer an agenda that is specifically curated for the modern MSP. Exclusive sessions will equip attendees with tools and insights to navigate the ever-evolving channel landscape. They will also feature a stellar lineup of industry experts and influential MSPs who are shaping the future, including: 

Featured Keynote Speaker – Damon West, "Defying the Darkness: A Tale of Redemption Amidst Unyielding Adversity"

Damon West shares his cautionary tale and message of hope with brutal honesty and candor, using his own story to highlight the power of redemption, recovery and finding meaning and purpose in life, no matter what has happened to you and no matter what you’ve done in the past. West learned that like a coffee bean, which changes with the application of heat and pressure, he was capable of shifting the environment around him. His Coffee Bean message is a story of grit and determination and has inspired audiences worldwide.


Keynote MSP Speaker – Todd Kane, "From Chaos to Control: Optimizing Project Management in Business”

IT projects have a shockingly low success rate - under 30%! Todd Kane will show his tips and tricks to immediately and dramatically improve your team’s project success. Kane is an award-winning MSP and has led technology teams for several large and high-growth companies producing double-digit margin increases. He will walk you through effective tactics to streamline your project management and start organizing your project workload today! 


MSP Speakers:

“Tapping into the Hive: MSP Business Hacks,” Joshua Liberman, President, Net Sciences

“Operational Automation for MSPs," Dawn Sizer, CEO, 3rd Element Consulting

“Scaling Your MSP for Entrepreneurial Success,” Shawn Walsh, CEO, Encore Strategic Consulting 

“ASCII Edge 2024 will allow attendees the opportunity to be immersed in a wealth of knowledge from industry experts and MSPs. Each presentation is designed to provide direct guidance and actionable takeaways. We want attendees to leave with an understanding of the latest channel trends, strategies and technologies that will propel their business forward,” said Jerry Koutavas, President, The ASCII Group.

To learn more about ASCII Edge including full city information and registration, visit https://events.ascii.com/

 

About The ASCII Group, Inc:

The ASCII Group is the premier community of North American MSPs, MSSPs and Solution Providers. The Group has members located throughout the U.S. and Canada, and membership encompasses everyone from credentialed MSPs serving the SMB community to multi-location solution providers with a national and international reach. Founded in 1984, ASCII provides services to members including leveraged purchasing programs, education and training, marketing assistance, extensive peer interaction and more. ASCII works with a vibrant ecosystem of leading and major technology vendors that complement the ASCII community and support the mission of helping MSPs to grow their businesses. For more information, please visit www.ascii.com

-30-

:-)

Friday, December 15, 2023

2023 Tax Break - 2024 Training for Your Whole Team

What ONE THING can you invest in today that will guarantee dividends all next year? Training.

IT Service Provider University and Small Biz Thoughts Technology Community have teamed up to provide your entire team with training that's guaranteed to make you managed service business more profitable in 2024. 


And, if you subscribe today, your annual membership is a 2023 business expense, even though all the resources and training are good through December of 2024!

Plus, you get bonus certification coupons. Each membership level includes one or more coupons for free certification exams at IT Service Provider University (ITSPU.com) that are based on the calendar year. That means you can register for exams now, and you get fresh coupons to use next year . . . next month, if you wish.

There are now three membership options (see all the details at https://join.smallbizthoughts.org):

Community Membership includes one free course at ITSPU, and one  free certification exam per year. This is great for folks who have a new business, are one-person shops, or do not have time for massive education.

Community Plus Membership includes access to ALL five-week courses at ITSPU for one person, plus three free certification exams per year at ITSPU. This is great for folks who want to dig into the managed service business model, take advantage of massive content, and work to improve every aspect of their operations.

Team Plus Membership includes all of the above for up to ten team members. That's all of the above times ten memberships. If you have team that's ready commit to the next level, you can send the technicians to one training path, Sales people to another, and even the Front Office folks to their own pathway. YOU managed your team logins and access. Plus there are additional Team benefits that include increased access to my schedule.

All of these memberships include full access to the Small Biz Thoughts Technology Community - the only place where you get total access to every book I've written (20+), plus all of my checklists, audio programs, forms, SOPs, calculators, spreadsheets, and more. Of course, we also have weekly community meetings, monthly Roundtables, special events, and more.

Our goal is to give you access to everything I've ever created to help IT consultants be better at the business side of your business!


Why Training? Why Certification?

IT Service Provider University offers five pathways to become a Certified Specialist. Assign a pathway to a team member, or move through them all as a solo entrepreneur. Either way, we guarantee to improve the business side of your business.

Certification demonstrates your professionalism and commitment to your client's success.

Share certificates and badges on your website, marketing materials, and LinkedIn to increase your prospects' confidence in you and your company.


Certification is good for IT Service Providers

Continuing education and certification signals to your clients, prospects, and even your competition, that you take your business (and your clients’ businesses) seriously.  

We understand that IT service providers are IT experts first, and business professionals second. That’s why our classes focus on the intersection of IT and business so you can build and maintain your competitive edge through your brand.

We believe that your “brand” consists of every single thing your company does. This includes the way you hire, how you onboard clients, the way you manage tickets, the contracts you sign, and . . . absolutely everything you do.

Demonstrate knowledge of the managed service business model and how it is implemented in the real world. Stop second-guessing if you're doing managed services correctly and start signing contracts with confidence. Build your personal or company brand as a certified professional

Our classes are designed to help you build your brand by building amazing procedures, hiring great people, and attracting clients you love.


For Individuals, Certification leads to increased wages

While the average IT professional received a raise of 6%, those who attribute their raise to obtaining a new certification experienced a salary bump of nearly $13,000. (https://www.globalknowledge.com/us-en/resources/resource-library/articles/5-numbers-to-know-in-salary-report-2020/)


Stand out among your peers - establish professional credibility

Professional certifications let everyone know that you are constantly moving up. When you display your certifications, you demonstrate that you are committed to your profession and to yourself.


Invest Now - Enjoy the benefits all next year. Start at https://join.smallbizthoughts.org.

:-)


Thursday, December 14, 2023

All the Deets: Small Biz Thoughts Community and IT Service Provider University

 Looking for a GREAT investment for your company - at a reasonable price? We got it!

Community Manager Kara Schoonveld and I put on a webinar with all the details of our new programs at Small Biz Thoughts

and IT Service Provider University.

I created both of these organizations - dedicated to the success of all IT Consultants and Managed Service Providers. And that means they work great independently, but even better together.

In this presentation, Kara and I present all the juicy details of our education and certification programs. View on YouTube now: https://www.youtube.com/watch?v=XyGUrB9Ly90.

Plus we have some open Q&A about these programs, with a lot of focus on determining which membership level is right for YOU.

Please check it out. Join us. And make a great investment into your company's successful 2024!

:-)


Saturday, December 02, 2023

The Dawning of a New Era for IT Consultants - Register now for my 15th Annual State of the Nation Address for SMB IT

Register now for my 15th Annual State of the Nation Address for SMB IT.

This year's focus: The Dawning of a New Era for IT Consultants

15 Years!

Register free:

January 10th
9:00 AM Pacific 


Find out more at MSPWebinar.com.

Last year we focused on the post-pandemic reboot. This year, we look ahead to more than 2024: We look ahead to the rest of the decade. In particular, we’ll focus on the challenges and opportunities in the years ahead.

As always, I bring my personal biases: A positive attitude. A focus on processes, with a strong believe in a holistic systems approach. And, of course, I try to do a bit of analysis.

Topics Include:

  • Highlights and low-lights from 2023
  • Technology Updates 2023 . . . and what’s next
    • We WILL address more than AI and ChatGPT
  • The Economy
  • Speculations about 2024 – and beyond
  • A strategy for balancing the challenges and opportunities we have in our industry
    • I have some specific thoughts about the affect of private equity and private financing on the SMB IT economic space.

PLUS, we’ll have time for questions and answers. So plan to take notes.

-- -- --

A note on the MSP Webinar site:

One of the great sites we manage is MSPWebinar.com. Take a minute and check it out. You'll find the last two "State of the Nation" addresses along with lots of other useful webinar.

NOTE: One of the great examples is my End-of-the-year checklist webinar. Now is a great time to download that resource.

Another good one is the Seven Stages of Wealth and the Economy

All those recordings are free, and many of them have handouts you can download.

Enjoy!

:-)


Wednesday, November 29, 2023

FAQ on New SBT Community Membership Level

Launching Friday – December 1st – The first major change to the Small Biz Thoughts Technology Community in five years! We’re adding a new membership level at $799 per year.


The new tier was created based on feedback we’ve heard from our members, and the broader ITSP community. Some people just don’t have enough time to take advantage of all of the courses associated with the “big” program. More on this below.

For others, the Community membership was outside of their budget – they’re just starting out, or only have a limited training budget.

And, to be honest, some people want to have some regular access to me and to like-minded people in the broader “managed services” community. So a membership level that gives them some access is appealing, even without classes.


Of course you can join now and we know you'll be happy. But to join at the new level, you need to wait until Friday:
https://join.smallbizthoughts.org.


Here’s an overview of the program levels and an FAQ to answer some questions we’ve had so far. Please send me any additional questions you have.

Members: Don't worry: Your price will never go up.


The Membership Levels

The “classic” membership is now the Community PLUS Membership. It includes all of the existing benefits PLUS: Each paid member now receives three free certification exams per year over at IT Service Provider University. That means for, Teams, that each member of your team receives up to three free certifications per year.

Note: These exam coupons are effective immediately. So, if you register for exams in December, they’re free. AND then you’ll get three more free exams in January 2024.

Current members will be elevated automatically to the PLUS membership AND continue to have their original membership price locked in for life. Your cost is locked in for life, no matter which benefits we add.


The new Community Membership: Includes one free course and one free certification exam.

The key differences between the Community Plus and the lower-priced Community Membership are:

Price. The new program is only $799 for the year.

  • Includes ONE course and one certification exam. Value: $598.
  • Includes 50% discount on all classes and certification exams at ITSPU. Potential value: $7,500. (25 courses at half price, plus 25 certification exams at half price).
  • Plus all of my books, checklists, trainings, audio programs, workbooks, weekly community Zoom meetings, and special members-only classes. Value: Over $10,000 if you take advantage of the programs.

 

Actions Needed

Members: Do nothing. You are automatically upgraded to the new Community Plus membership. Your price will stay the same . . . forever.

Non-Members: Check out the SBT Technology Community. If you join now, it will be at the Community Plus level. 

. . . or – beginning Friday – you can choose to join at either level. 

Note: You will have until December 31st to register for a free class. Then, in January, you will have a fresh coupon for a free class in 2024.


Who is “just right” for the $799 Community Membership level?

The new membership level is perfect for members who need the content in the community but are too busy to take advantage of dozens of hours of training and certification.

  • Investment is $799/year 
  • Includes One 5-week course at IT Service Provider University
  • Includes one free certification exam at IT Service Provider University


Who is “just right” for the Community Plus Membership level?

This level is perfect for members who want unlimited access to any classes or certifications any time. And, really, if you plan to take three or more classes per year and get or stay certified, then the Plus membership makes the most sense.

  • Investment is $1,299/year or $129/month
  • Includes unlimited 5-week courses for one person at IT Service Provider University (Total = 25 courses)
  • Includes up to three free certification exams per year


All tiers also include 

  • All of Karl's books, audio programs, checklists, and members-only events
  • Unlimited courses for your staff at half-price (potential $5,000 value per person)
  • Unlimited certification exams at half-price (potential $2,500 value per person)
  • Weekly calls, community forums, and special group Breakouts


The Official Small Biz Thoughts Technology Community Membership FAQ:

Q. Why the New Membership Level?

A. Since day one, we have worked hard keep adding new products, new programs, and new content. Members always get new books free of charge (see below). And all members have traditionally attended all of our 5-week courses for free.

But we noticed that some members take very few - or no - classes. So we're creating a new membership level that includes just one class and one certification exam over at IT Service Provider University. Everyone can use one free class, right?

We also heard from the broader IT consulting community that a lower-priced alternative would be easier to take advantage of. So, it’s also great for very small shops and those who are just getting started as a MSP or ITSP.


Q. If I purchased a class for $399 in the last 90 days, can I get some kind of credit?

A. We are happy to apply a recent class credit to your first year. However, this will use the class credit included in your membership. You can register for additional classes for 50% off.

If this sounds good, send a note to [email protected] and include the email you’re registered with at ITSPU.com.

 

Q. Who is the $799 membership level good for?

A. The Community Membership is great for anyone looking for budget-friendly access to the same resources and training used by tens of thousands of MSPs. If anyone knows standard operating procedures, it’s Karl, and there’s no need to reinvent the wheel when Karl has them all posted in a searchable library for you.

It’s also good for established MSPs looking for Community. Regardless of success or even the number of employees, management and business ownership can be a lonely place. Our weekly Thursday calls offer ongoing support and camaraderie to help you feel more connected and confident in your day-to-day decisions.

 

Q. Who should get the Community Plus membership?

A. If you want easy access to all classes at ITSPU, including on-demand classes right when you need them, it’s best to go for the Community Plus Membership.

If you’re interested in becoming a Certified Specialist, the Community Membership is the most cost-effective way. If you have a team you want certified, consider the Teams Plus.

 

Q. If I start off at the Community Membership, can I upgrade to Community Plus (or even Team Plus)?

A. Yes – you’ll be able to upgrade to Community Plus as long as you maintain the annual option. This is due to how payment processers handle pro-ration. We want you to keep the portion you paid for, and sticking with the annual option allows it!

-- -- -- 

Join us for a Special Webinar and “Open House Q&A” on the New Membership Levels!

Wednesday
December 13th
10:00 AM Pacific Time 

Topic: New SBT Community Level - and Open Q&A

Register now for free so you'll get a reminder:

https://us02web.zoom.us/webinar/register/WN_O1wbNigJSr2AwSXICaFIug


If you have more questions in the meantime, Ask us!!! Please email us if you have any questions: [email protected] or [email protected].

:-)


Tuesday, November 21, 2023

New class for 2023: Customer Service for IT Service Providers

Customer Service for IT Service Providers

Learn how to create a great customer service system for your IT consulting 

business – and how to hire and train the people you need to make it work.

I introduced this class year and updated it for 2023. Now, it's LIVE - Starting November 28th.


Course 5W26

Customer Service for IT Professionals

Five Tuesdays

Nov. 28th - Dec. 26th

9:00 AM Pacific


All classes are recorded

Register Now at 

https://www.itspu.com/all-classes/classes/customer-service-for-it-service-providers/

Register now for the Zoom webinar!

As we were designing the IT Service Provider University certifications, it was clear that one major course was missing: Customer Service. My particular approach focuses on what I call the Three P's - People, Processes, and Programs.

I take a holistic approach. In other words, I believe that customer service touches every part of your company. It's not just when technicians or CS reps are talking to clients. Remember: Customers just call it service. And service begins with your marketing, sales, and client onboarding. It includes the way you invoice and do collections. And, of course, it affects your technicians, front office, and CS staff.

Check out the super-quick intro video.



Description

Great customer service doesn’t just happen. It’s built from the bottom up with great processes, people, and programs. In this course, you’ll learn how to build a system that provides excellent customer service while keeping your company profitable. Most companies don’t design a customer-focused service delivery with intention. We’ll show you how to attract new clients based on your service delivery.

We use a framework that focuses on people, processes, and programs. “People” includes your employees, your clients, and your vendors. And that makes clear why you need to build a customer service system that’s totally consistent with your brand.

It’s critically important that you don’t simply “bolt on” customer service to whatever you’re already doing. Instead, we’ll show you how to create a never-ending loop of brand-building, employee management, and customer management. And we’ll do all this with in a way that maximizes profitability.

And of course, all of this is presented in the context of an IT consulting business.


Course Outline

Unit 1 - What is Customer Service and Who Delivers It?

Unit 2 - People: Clients and Employees

Unit 3 - Processes for Success

Unit 4 - CS programs and automation

Unit 5 - Consistent, Scalable, Reproducible, Amazing Customer Service


As always, this course includes instructor office hours, lots of handouts, and homework intended to help you actually make change in your business.


Specialist Certification Pathways

This course meets one of the core requirements for all of the ITSPU certification pathways:

* Management

* Front Office

* Technician

* Service Manager

* Sales & Marketing


This class will be recorded. Each unit is generally posted within 24 hours of the live class. These recorded units will become the On-Demand class and you’ll have lifetime access to it.

Five hours of live education, lifetime access, lots of handouts. Satisfaction guaranteed.


Only $399 per student.*

Get all the juicy details and register today at 

https://www.itspu.com/all-classes/classes/customer-service-for-it-service-providers/

-- -- -- 

* Tuition waived for members of the Small Biz Thoughts Technology Community. See site for details.

:-)


Sunday, November 12, 2023

ChannelPro 2024 Dates Announced

ChannelPro 2024 Dates Announced

ChannelPro Network is now promoting their 2024 SMB Summit event. These have been added to my big calendar in my weekly newsletter - sign up here: https://smallbizthoughts.com/newsletter/

If you've never attended a ChannelPro event, they're GREAT. Well produced, fun, educational, and a good opportunity to meet vendors and partners, and find new products and services you might want to consider selling and supporting.

This great show will hit eight cities in 2024. Find the one closest to you. Make sure it's on your calendar for next year.

More info at https://events.channelpronetwork.com/


ChannelPro Event 2024: Chicago - Mar 7th, 2024

ChannelPro Event 2024: Tampa - Apr 11th, 2024 

ChannelPro Event 2024: Arlington - May 9th, 2024 

ChannelPro Event 2024: Columbus - Jun 6th, 2024

ChannelPro Event 2024: Parsippany - Aug 8th, 2024

ChannelPro Event 2024: Charlotte - Sep 12th, 2024

ChannelPro Event 2024: Dallas - Oct 10th, 2024

ChannelPro Event 2024: Los Angeles - Nov 13th, 2024


More info at https://events.channelpronetwork.com/

:-)


Friday, November 10, 2023

ASCII Announces 2024 Event Schedule

ASCII Edge 2024 Dates Announced

In case you missed the email . . . ASCII sent out a note this morning about their 2024 Edge event dates. Of course I'll be adding these to the big calendar in my weekly newsletter - sign up here: https://smallbizthoughts.com/newsletter/


Check out the city near you. Make sure it's on your calendar for next year.

ASCII Edge 2024 

  • Costa Mesa, CA February 21 & 22           
  • Houston, TX March 20 & 21 
  • Newark, NJ April 17 & 18   
  • Denver, CO May 22 & 23
  • Chicago, IL June 26 & 27
  • Boston, MA July 24 & 25
  • Toronto, ONT August 21 & 22    
  • St. Louis, MO September 25 & 26
  • St. Petersburg, FL October 23 & 24  

More Info: https://events.ascii.com/


And don't forget Hawaii !!!

The last ASCII event for 2023 is December 7th in Waikiki! 

Join me there.


Check out the details and register today: 

December 7 

Hyatt Regency Waikiki Beach Resort & Spa

More Info: https://navigate.ascii.com/


Use the code VIPGUEST when you register! 

Aloha!


:-)


Thursday, November 09, 2023

Someday You Won't Be an MSP - What Will You Do Then, and How Do You Prepare For It?

I purposely avoided the term "Exit Strategy" in the title above. 

Over at the National Society of IT Service Providers, Amy Babinchak and I are putting on a webinar about some of the important things you need to look at before you leave you current position as the owner of an IT consulting business. Whether it's "retirement" or sale, or something else, there will come a day when you will be leading a different life.

As we say: "Retirement is So Twentieth Century."

Open to all IT consultants.


Join us:

Wednesday

November 1th

9AM Pacific / Noon Eastern

Register Now: Click Here


For the self-employed, retirement looks different than for the rest of the workforce. For traditional workers, the road to retirement consists of working, working, working until they stop working. At the same time ,these folks go from pumping money into saving to drawing money out.

For those of us who are self-employed, the transition is quite different. We work, save, and spend all the time. Transitioning to retirement involves shifting this balance that we’ve grown so used to.

But it also involves more than that. In the 2020's, you might not "retire" all, but transition to a different mix of working, consulting, and spending more time on hobbies and family adventures. You might gig a bit, work six months on/six months off, or do whatever makes you happy.

None of that will fall into place by itself. Do you even have a hobby? Do you know where you might travel for a month? Today's post-work, non-retirement can be anything you want. But you still need to prepare. You have to make sure your personal finances are set up properly. You have to know where you want to live out your dream. And you need to craft a new life for yourself - made possible by the work you've done of the last twenty or thirty years.

This is NOT just another "Exit Strategy" seminar. Long-time community leader Amy Babinchak and I will cover the practical side of planning for your traditional post-work life as a self-employed consultant. 

Join us - and bring your questions.




:-)

Tuesday, November 07, 2023

If You're a Commodity, It's Your Fault - and It's Okay

 The other day, I heard someone say that IT support (managed services specifically) had become a commodity. I know what they meant, but basically everything about that statement is wrong.


First, the actual definition of a commodity is a basic, useful thing that can be bought or sold. By basic, we mean that it's not made of something else, but it can be used to create something else. Copper is a commodity; a copper kettle is not.

Your IT services (especially managed services) are made up of a lot of complex elements and services. So the concept of a commodity is not a good fit.

Second, people use this term colloquially to mean that something is plentiful and cheap in the market. The intention is to say that IT Services is a crowded market and therefore you have to compete on price. To that, I simply remind you that eggs and oil are commodities. Commodities can be cheap or expensive.

There are two key elements to the question of price. First, what's built into the service you sell? Is it really plentiful and cheap? I'm guessing NO. I'm guessing that your service is a sophisticated collection of services selected with care, and designed by you to work well together to provide maximum value while maintaining security.

Second, price is rarely the first consideration of the buyer. Time and time again, research shows that price is the third or fourth most important element in making a buying decision. Price is important. Price matters. But price is not the deciding factor!

Price appears more important than it is because prospects think they understand it. They know they don't understand technology and they know they don't understand the services you provide. So they ask about price because they can compare two things they don't understand based on price.

If the client is deciding based on price, it simply means that you have failed to help them understand the value of your services. You have not differentiated yourself from the competition.

I always remind people to scan the prospect's parking lot before they go into an appointment. And look for a key fob on their desk. If they're driving a Nissan Versa (the cheapest new car you can buy today at $17,000), then they might be price sensitive. If they drive an average car, they probably paid about $50,000 for it. If they drive a higher-end truck, they paid at least $75,000.

What does one year of your service cost them? For small businesses, it's rarely less than the cost of that average, mid-size car.

My point is simply this: If clients find value in what you sell, they will buy it. If they can't see the value, they'll focus on the price. Whether they see the value or not is totally up to you. Here's a few things to consider:

  • How do you define the value of your service offerings? How consistent are you about this?
  • How often do you practice explaining the value of your offering? You don't get better at things you don't put attention on.

No service is a commodity unless and until you make the conscious decision to compete on price. Never compete on price. Unless you are a multi-billion-dollar corporation with the ability to lose money for a decade and still stay in business, you should never compete on price.

Today is a great environment in which to be a very expensive and very busy IT Service Provider. If you're not getting your share, I assure you that the reason is not price. It's more likely to be your sales process, or lack thereof.

If you want to define yourself as a commodity, consider yourself oil when people are paying $5 per gallon at the pump. Be an expensive commodity. That's okay.

But in the bigger picture, consider your service as something built from a lot of very important parts. Charge top price for that and let someone else compete for the bottom of the market.

Feedback welcome.

:-)


Tuesday, October 17, 2023

All New Class: Profit First for MSPs - Starts October 24th

Exclusively inside IT Service Provider University

Profit First for MSPs


Taught by Lori Hardtke

MSP and Certified Profit First Professional

- Five Tuesdays

- October 24th - November 21st

Register Now - Only $399*

(Only $349 with code below)


Learn how to break through to a 6-figure salary and build a profitable and valuable MSP business. You’ll learn the benefits of having multiple bank accounts and how to make financial business decisions by simply looking at your bank account balances.

Running and growing a business can be one of the most rewarding things you do in your life…it can also be one of the most frustrating and challenging endeavors you embark on. As an IT business owner myself, an educator, and a certified Profit First Professional, it’s my mission to help business owners of any size eliminate debt, prioritize profits, provide clarity, and reduce financial stress.


Can You Relate To Any Of These?

  • You run your business paycheck to paycheck
  • You are stressed out every month worrying about how you’ll pay all the bills, your employees and/or consultants.
  • You shuffle money from your personal account to your business thinking you’ll pay yourself back in the next month or two or ten.
  • You, the business owner, don’t pay yourself a respectable salary if at all, or you wait until the end of the year to see how much profit you made
  • You don’t want to learn or understand how to read your financial statements
  • You see a decent profit at year end (from your Profit & Loss Statement) but wondering why that amount of money isn’t in your bank account
  • You keep thinking you just need “1 more big client” or “Better PSA, better tools” or “A sales person, another tech, etc.” and then the money will come pouring in
  • You want a sustainable, profitable business month after month, year after year
  • You want your staff (W2 and/or 1099) to have a vested interest in the success of your business
  • You dream of having no A/R, no debt, and cash in the bank.
  • You want to be insanely profitable!

If you answered Yes to any or all the above, then you need Profit First!

Lori Hardtke would be honored to help you pave your way to financial freedom. Sign up now!

Only $399 - only $349 with code above

Top Take-aways:

  • Breaking through to a 6-figure salary
  • Avoiding burnout and building a business that serves you
  • Recognizing and eliminating unnecessary expenses
  • Learning how to pay off debt and saying good-bye forever
  • Funding your retirement account year after year

PLUS lots more.

Here are the specifics of what you'll learn, week by week:

Unit 1 Why Profit First and How It Creates Predictable Profits

Unit 2 Determining CAPs & TAPS and Creating Allocation Rhythm

Unit 3 Cutting Expenses, Learning How to Pay Off Debt

Unit 4 Disbursing Quarterly Bonuses and Owner Tax Reimbursement

Unit 5 Funding Your Retirement Account & Creating Stronger Money Management Habits


Delivered by Lori Hardtke. MSP, Certified Profit First Professional, Peer Advisor and Coach. Lori has been an MSP for many years and lives and runs her MSP remotely (in Hawaii) for clients in 7 different states with no full-time employees.

Includes five weeks of webinar classes with related handouts, assignments, and "office hours" with the instructor.

This course is intended for business owners or finance managers.

(The title “Profit First” used with permission.)


ITSP University Certification

Meets Certification Requirements for: Management

This class will be recorded. Each unit is generally posted within 24 hours of the live class. These recorded units will become the On-Demand class and you’ll have lifetime access to it.

Register Now - Only $399*

Save $50 with code above


Note: * Members of the Small Biz Thoughts Technology Community attend at no additional charge. See details in the Community.

:-)


Sunday, October 08, 2023

Released: The IT Consultant's Year of Intention Now Available for Download!

The PDF version of The IT Consultant's Year of Intention - A workbook dedicated to your success - is now available immediately.

Paperback, Kindle, and ePub versions are in production. They will be released later this month.

Official launch date is October 10th (Tuesday). Full price is a great deal at only $29.95. Order before October 10th and you'll save an additional $5. No coupon. Just order at Store.Smallbizthoughts.com to get the price.


100% focused on your success.

This workbook is designed specifically to help IT Consultants to plan - and evaluate - the year ahead. Unlike a basic business book, this workbook focuses on the activities of a successful IT Service Provider.

Yes, you’ll document your goals and financial picture for the year ahead. But there’s much, much more. Running a managed service business is not the same as other businesses. You need to plan how you’ll work with vendors and new technology. You need constant training to keep up on constant changes.

You’ll examine:

  • Your plans 
  • Your finances 
  • Your vendors 
  • Events you might (and might not) attend 
  • Webinars and online training 
  • and more


Plus, the book includes essays, forms, and exercises designed to focus on success. In other words: There’s a lot of work that goes into a successful year. 

As I always say: Nothing Happens by Itself.


You'll also get lots of forms and checklists to help you build a successful year ahead - with intention!

Table of Contents:


Forms Galore!

As a workbook, of course, you will get a lot of forms to help you plan, execute, and evaluate your activities in the year ahead:

  • Budget Sample 20xx.xlsx
  • Company Goals for Next Year.docx
  • Conference Notes.docx
  • Event Evaluation Notes.docx
  • Event Follow-Up Checklist.docx
  • Monthly Performance Notes.docx
  • Monthly Tune-Up Notes.docx
  • Monthly Tune-Ups.docx
  • Prime Questions.docx
  • Report on Goals from the Current Year.docx
  • Webinar Notes.docx

Learn more and order today: 

https://store.smallbizthoughts.com/product/the-it-consultants-year-of-intention/


NOTE: Members of the Small Biz Thoughts Technology Community should NOT order this book as you will receive a free copy. Members log in and then browse to 

https://www.smallbizthoughts.org/member_content/workbook-the-it-consultants-year-of-intention

AND don't forget to sign up for the four-week members-only class at


:-)


Tuesday, October 03, 2023

The Four Dimensions of Customer Service

 I considered calling this post, The Four Dimensions of Service Delivery. So keep that in mind as you read.


Way back in 2010, I had my designer create the "Can Do, Will Do" poster. The message is pretty straight forward.

1. The base of your success is determined by your processes. Everything else is built on that. This is a known, stable element.

Note that great, well-documented, well-implemented processes are the foundation for unlimited success. And, of course, sparse and poorly documented process that are not implemented are the foundation for nothing.

2. The capacity (the limit) of your company's success is defined by your ability to achieve specific goals or execute specific tasks. 

A great example of this is hiring employees who can do the job you assign to them. If your company lacks the ability to do something, you can solve this by hiring or training. But the good news is that you can always increase your capacity for success.

3. Ultimately, the volume of the triangle - the measure of your success - depends on the third side of the triangle: Willingness to do the job before you.

You, as an organization, may choose not to take on a job for a variety of reasons. Once you decide that you will do something, you need good processes and you need people who have the skills and abilities to be successful. But, most importantly, those people also need to be willing to do the job in front of them.

So . . . those are the first three dimensions of delivering good service. Good processes. Skills and ability. And willingness to execute.

But we also have to remember the fourth dimension: Time. Time brings the natural decay or entropy of all things. Unless you act.

I love the documentary series Life After People (see https://www.history.com/shows/life-after-people). It starts with the assumption that all human beings disappear. Then, each episode looks at what will happen to buildings, monuments, our greatest structures, and our everyday world.

The big lesson of that series is that water and air cause everything to decay. They examine what will happen after a day, a week, a month, a year, etc. It might take 10,000 years for something to decay altogether. But that is always the end result.

Your service delivery is very much the same.

Anything you ignore will begin to decay almost immediately. People you ignore will change in ways you don't see. Processes you ignore will decay. Skills you ignore will grow old. But it doesn't have to be that way!

You can create an alternative future! You can use time to your advantage. And the way you do this is already well known to you: Create a maintenance program! Examine your processes, your skill system (hiring and training), and your culture (the ultimate determinant of willingness). ALL of those things need to be maintained.

You know my motto: Nothing Happens by Itself! That includes the regular maintenance of your service delivery process. You need a system to maintain your documentation, your skills, and your culture. 

Unfortunately, you can't buy a service that relieves you of these tasks. You can buy tools to store your documentation and SOPs. But those tools cannot maintain and constantly improve you processes. They can't train your people. They can't keep your team together and focused on what's important. 

You have to do the maintenance. And there really are three kinds of maintenance: Processes, Can Do, and Will Do. And it's a lame excuse to say you don't have time. Think about your clients who don't have money to maintain their systems: They better have time to recover from a system failure or cyber attack. Your business either takes the time for service maintenance or you'll be taking time to rebuild after something goes wrong.

Feedback welcome.

ALSO: In case you're not a reader of my Monday newsletter, check out the article I wrote Monday on How Do Processes Disappear? 

:-)

Sunday, October 01, 2023

Small Biz Thoughts Community - Biggest Announcement in Five Years!

We are introducing a new membership level!

Members: Don't worry: Your price will never go up.

The first major change to the Small Biz Thoughts Technology Community in five years!


New Membership Level

Since day one, we have worked hard to keep adding new products, new programs, and new content. Members always get new books free of charge (see below). And all members have traditionally attended all of our 5-week courses for free.

But we noticed that some members take very few - or no - classes. So we're creating a new membership level that includes just one class and one certification exam over at IT Service Provider University. Everyone can use one free class, right?


So . . . Starting December 1st . . . the classic membership will become:

Community PLUS Membership - Includes all courses at ITSPU (currently 25 classes). 

New benefit: Each paid member now receives three free certification exams. That means for, Teams, that all members receive up to three free certifications for each team member.

Important: Current members will be elevated automatically to the PLUS membership AND continue at your current membership price for life. Your cost is locked in for life, no matter which benefits we add.

The new Community Membership: - Includes one course and one certification exam.

The key differences between the classic membership (now Community Plus) and the lower-priced Community Member are:

Price. The new program is $799.

  • Includes ONE course and one certification exam. Value: $598.
  • Includes 50% discount on all classes and certification exams at ITSPU. Potential value: $4,788.
  • Plus all of my books, checklists, trainings, audio programs, workbooks, weekly community Zoom meetings, and special members-only classes. Value: Over $10,000 if you take advantage of the programs.


Actions Needed

Members: Do nothing. You are automatically upgraded to the new Community Plus membership. Your price will stay the same . . . forever.

Non-Members: Check out the SBT Technology Community. If you join now, it will be at the Community Plus level. You'll automatically be upgraded to the higher level.

. . . or wait until December if you can only take advantage of one 5-week class per year. That will save you some money - and lock you in at that price for life.

-- -- --

All Members Receive the New Book Free


New Book: The IT Consultant's Year of Intention (see this blog post) will be released to the general public on October 10th.

Very shortly, it will be released inside the Small Biz Thoughts Technology Community. Members, please stay tuned to the "What's New" section. Don't worry - you won't miss the announcement.

AND we have a new class dedicated to the new book.

You can register now. Members, sign into the Community and then go to https://www.smallbizthoughts.org/event-calendar/year-of-intention-class-and-breakout/ to register.

Class will be November 9th and 16th, and December 7th and 14th. No charge to SBTT Community members. Non-members may join if they wish to attend.

Please email me if you have any questions.

. . . and Thank You to all members for their support!

:-)


Thursday, September 28, 2023

The ASCII Group Launches New Initiative with Worklyn Partners for the Future of IT Services

I got this press release from my friends over as ASCII . . .


The ASCII Group Launches New Initiative with Worklyn Partners for the Future of IT Services  

Bethesda, Maryland – September 28, 2023 – The ASCII Group, a renowned membership-based community of independent North American Managed Service Providers (MSPs), is set to announce an exciting initiative with Worklyn Partners, a prominent investment firm that specializes in cybersecurity and IT services companies.

With this program, The ASCII Group and Worklyn Partners aim to bridge the gap between private equity investors and MSPs. The ASCII Group is providing a resource to its community of IT business owners who are looking to sell their companies, gather insights from sophisticated financial investors, or simply want to stay informed about industry trends and opportunities. 

Worklyn Partners seeks to build relationships with IT business leaders outside of the context of M&A process, sharing best practices with and learning from the ASCII community. As an investment firm, Worklyn is unique in its singular focus on IT and cybersecurity, its focus on long-term growth over short-term business flipping, and its flexible mandate. Worklyn does not require MSPs to standardize on certain technologies, allowing each IT business owner to maintain their own unique characteristics in how they serve the market. 

With a shared commitment to excellence and a deep understanding of the evolving needs of businesses today, Worklyn and ASCII together seek to redefine what it means to be a successful MSP. This collaboration presents an exciting opportunity for ASCII members and other MSPs alike to gain valuable knowledge and guidance from industry experts.

 “We are excited and honored to partner with ASCII, Alan, and the entire community,” explained Zack Miller, Co-Founder and President of Worklyn Partners. “We look forward to sharing our experience and learnings gleaned from the IT and cybersecurity businesses we have already invested in, and from participating in hundreds of M&A transaction processes over the past three years. But most of all, we look forward to learning from the ASCII member community.”

“By understanding the private equity landscape and being prepared for potential future opportunities, MSPs can position themselves for success,” said Alan Weinberger, CEO and Chairman of The ASCII Group. “This collaboration will provide ASCII members with insights into mergers and acquisitions, investment strategies, valuation considerations, and more.”

Through this educational initiative, The ASCII Group continues its commitment to supporting its community of managed service providers by providing them with valuable resources that can help them thrive in an ever-evolving industry.


About The ASCII Group, Inc:

The ASCII Group is the premier community of North American MSPs, MSSPs and Solution Providers. The Group has members located throughout the U.S. and Canada, and membership encompasses everyone from credentialed MSPs serving the SMB community to multi-location solution providers with a national and international reach. Founded in 1984, ASCII provides services to members including leveraged purchasing programs, education and training, marketing assistance, extensive peer interaction and more. ASCII works with a vibrant ecosystem of leading and major technology vendors that complement the ASCII community and support the mission of helping MSPs to grow their businesses. For more information, please visit www.ascii.com


About Worklyn Partners, LLC:

Worklyn Partners is a unique investment firm headquartered in New York, NY and focused exclusively on the Cybersecurity and IT services markets. Worklyn has assembled a group of partners and advisors with extensive investing and sector expertise to help grow technology companies at the rapidly expanding and evolving intersection of cybersecurity and IT services. The firm’s ultimate goal is to build a constellation of businesses that together serve as a one-stop-shop for cybersecurity, data analytics, cloud and IT services for customers that need support to modernize and secure their technology stacks. Worklyn Partners currently has investments and offices in New York, NY; Jacksonville, FL; Denver, CO; and Walnut Creek, CA. For more information visit worklynpartners.com.

-30-


Monday, September 18, 2023

New Book: The IT Consultant's Year of Intention - A workbook dedicated to your success!

The IT Consultant's Year of Intention - A workbook dedicated to your success!

Pre-Sales have begin. Launch date is October 10th. Full price is a great deal at only $29.95. Order before October 10th and you'll save an additional $5. No coupon. Just order at Store.Smallbizthoughts.com to get the price.


100% focused on your success.

This workbook is designed specifically to help IT Consultants to plan - and evaluate - the year ahead. Unlike a basic business book, this workbook focuses on the activities of a successful IT Service Provider.

Yes, you’ll document your goals and financial picture for the year ahead. But there’s much, much more. Running a managed service business is not the same as other businesses. You need to plan how you’ll work with vendors and new technology. You need constant training to keep up on constant changes.

You’ll examine:

  • Your plans 
  • Your finances 
  • Your vendors 
  • Events you might (and might not) attend 
  • Webinars and online training 
  • and more

Plus essays, forms, and exercises designed to focus on success. In other words: There’s a lot of work that goes into a successful year

As Karl likes to say: Nothing Happens by Itself

Plus - Lots of forms and checklists to help you build a successful year ahead - with intention!


Table of Contents:


Forms Galore!

As a workbook, of course, you will get a lot of forms to help you plan, execute, and evaluate your activities in the year ahead:

  • Budget Sample 20xx.xlsx
  • Company Goals for Next Year.docx
  • Conference Notes.docx
  • Event Evaluation Notes.docx
  • Event Follow-Up Checklist.docx
  • Monthly Performance Notes.docx
  • Monthly Tune-Up Notes.docx
  • Monthly Tune-Ups.docx
  • Prime Questions.docx
  • Report on Goals from the Current Year.docx
  • Webinar Notes.docx

Learn more and order today: 

https://store.smallbizthoughts.com/product/the-it-consultants-year-of-intention/


NOTE: Members of the Small Biz Thoughts Technology Community should NOT order this book as you will receive a free copy. Stay tuned for the Community newsletter.

:-)

 

 

Sunday, September 17, 2023

NSITSP Voting Ends Friday - Do IT Now

The National Society of IT Service Providers elections are on now! Vote by Friday, September 22nd.

Members: ALL positions are open - both Board of Directors and all committees.

Check out www.nsitsp.org/elections.

Voting is super fast and easy.

It literally takes sixty seconds.

All position openings are for a full two-year term. Nominations were last month. Voting goes through September 22nd and results will be posted as soon as possible after voting closes.

I am proud to say that we have five candidates for three open board seats. That’s a great indicator that folks know we’re growing (almost 1,000 members) and that being on the board means being influential in our industry as we strive to improve our professionalism and reputation to clients, vendors, regulators, and the media.

You can view all of the candidate profiles at https://nsitsp.org/elections. Then vote!

If you are not yet a paid member, now is a great time to join - and then vote. It's too late to run for office, but you can certainly vote . . . but you need to hurry.

Thank you to everyone who helped us get this far - and to making the NSITSP a strong and growing organization!


Now go vote!

:-)


Tuesday, September 12, 2023

Service Agreements - Revised Class starts September 19th

Revised Class Starts Soon!

All About Service Agreements for I.T. Consultants

  • Five Tuesdays: September 19 - October 17
  • All classes start a 9:00 AM Pacific
  • Taught by Karl W. Palachuk, author, Managed Services in a Month 

Service agreements are not about the services you provide – they’re about your relationship with your clients

We’ll also look at various options, including a 2-page “terms of service” as well as managed services, programming agreements, and more.

Based on the best-selling book Service Agreements for SMB Consultants, this course covers everything you need to know about developing your service agreements. And the book subtitle is important, too: A Quick Start Guide to Managed Services.


Most IT Professionals sign – or don’t sign – contracts for the wrong reasons. Most think contracts are intended to draw battle lines for when you have a disagreement with your clients. In fact, that piece of the relationship is almost always outside the contract! We’ll explore why you really need contracts or service agreements.

Service agreements are not about the services you provide – they’re about your relationship with your clients. We’ll also look at various options, including a 2-page “terms of service” as well as managed services, programming agreements, and more.

Tuition for this course includes the ebook version of the newly revised and expanded Service Agreements for SMB Consutants! That includes all the downloads from the book as well.

You will learn
  • Defining Yourself and Your Relationships
  • Define Yourself
  • Define Client Relationships
  • The Language of Service Agreements
  • The Service Agreement Construction Kit
  • A Sample Credit Agreement
  • Boilerplate: A Sample Service Agreement
  • Flat Fee or Managed Services Part
  • The Managed Service Agreement
  • Getting Help and Managing Agreements
  • Getting Help – Lawyers, Accountants, etc.
  • Managing Your Service Agreements
  • PLUS lots more.
  • This class is filled with great advice and tips on running your I.T. company and moving into the world of recurring revenue with managed services.
Objectives:
  • Define great offerings
  • Attract your perfect client
  • Guarantee a profitable relationship
  • Address the challenges of Security, Insurance, and managing employees
  • Managing client

Weekly Topics
Unit 1 Introduction and Defining Relationships
Unit 2 Money, Money, Money
Unit 3 The Parts – Part 1
Unit 4 The Parts – Part 2
Unit 5 Managing Contracts ... and Relationships



Karl W. Palachuk

Series Organizer & Principal Instructor

Karl W. Palachuk has built and sold two managed service businesses in Sacramento, CA. He is the founder and president of the Sacramento SMB IT Professionals Group, and author of many books, including The Network Documentation Workbook and Managed Services in a Month.

:-)