All posts by imspirational

Episode 6: Creating an Experience to Find and Retain High Performing Employees



Welcome back to the iMSPirational Podcast! In Episode 6, we discuss the value of creating an experience to find and retain high performing employees with Jill Chapman.

Jill Silman Chapman is a Senior Performance Consultant with Insperity Traditional Employment Solutions. She holds a Bachelor’s degree in Journalism from The University of Texas at Austin, a Master’s degree in HR Management from Tarleton State University, SPHR and SHRM-SCP certifications, and has more years’ experience in the HR and recruiting industry than she’s willing to admit.

A textbook baby boomer, Jill started her career when big hair, popped collars, and shoulder pads were all the rage. Though a Swatch watch is no longer part of her work attire, she still enjoys working with staff across the generational divide – from traditionalists to millennials. Jill is passionate about connecting people and opportunities, and often shares her insights, ideas, and stories in order to serve the talent industry and help businesses find the best talent with the latest in recruitment strategy, talent attraction methods, and technology.

We’d love to hear your thoughts, questions, and comments on this episode in our comments section below, as well as any future suggestions for topics you’d like to hear about, or guests you’d like to hear from!

  • Creating a “Candidate Experience” (2:58)
  • Viewing your employment brand like your marketing brand to attract talent (5:29)
  • Creating an employee experience by showing the unique value of your company to potential talent (6:32)
  • Building a recruiting infrastructure to attract and retain talent (11:12)
  • The value of being transparent about your company’s culture for potential talent (13:27)
  • Creating the feeling of exclusivity in your hiring process (15:56)
  • Best practices for hiring: “Do and Don’ts” (19:13)
  • Why your on-boarding process is critical to employee retention (26:19)

“Intro music is the track “All In” by Michael Ruscio; supplied by FRESH Music Library.  Check out their great music selection at freshmusic.com.”


Episode 5: Empowering Your Team Through SOPs to Cultivate Your Brand



Karl Palachuk of SMB Nation
Karl Palachuk

Welcome back to the iMSPirational Podcast! In Episode 5, Karl Palachuk stopped by to discuss the importance of empowering your team through standard operating procedures to cultivate your brand.

Karl is an author, speaker, and small business owner. He has been a featured speaker at conferences and seminars over the last ten years, and is a Microsoft Certified Systems Engineer with a Bachelor’s Degree from Gonzaga University and a Master’s Degree from The University of Michigan. Karl has served on partner advisory councils and product development groups for several large (“Fortune 10”) corporations. He is also the founder of the Sacramento SMB IT Professionals organization and an active leader in the IT Professional groups worldwide.

Karl has recently released a new version of his book, Managed Services in a Month – check it out on Amazon! Additionally, you can hear more of Karl’s insights on his podcast, the SMB Community Podcast.

We’d love to hear your thoughts, questions and comments on this episode in our comments section below, as well as any future suggestions for topics you’d like to hear about, or guests you’d like to hear from!

  • First step of Standard Operating Procedures (SOPs), (3:50)
  • SOP’s and Branding (4:30)
  • Ultimate example of SOP’s (6:20)
  • Standardizing complex business models (8:00)
  • If you sell everything, you can’t be good at most of it (9:42)
  • Most common problem to standardizing our brand (12:07)
  • Identifying biggest pain points for yourself and your customers (13:35)
  • Pain point feedback (17:00)
  • “It’s always your fault” (19:18)
  • Employee time tracking (20:15)
  • “It’ll never be done, it will never be finished and it will never be perfect” (26:55)

Intro music is the track “All In” by Michael Ruscio; supplied by FRESH Music Library.  Check out their great music selection at freshmusic.com.


Episode 4: Closing Customers Using Value-Based Fees and ROI Analysis



Erick Simpson of SPC International
Erick Simpson

In Episode 4 of the iMSPirational Podcast, Brian and Martina chat with Erick Simpson, Co-Founder, Senior Vice President and CIO of SPC International Online about closing customers using value-based fees and ROI Analysis, and turning them into strategic partners. Erick  is a strategic IT business executive and organization development consultant experienced in improving top and bottom-line business performance by increasing operational efficiencies, boosting marketing and lead generation outcomes, accelerating sales velocity, shortening sales cycles and maximizing service delivery efficiencies and M&A outcomes. Click HERE to learn more!

  • Pricing on Value/Flat Fee (3:30)
  • Vendor Management (4:08)
  • Teaching Other Business Owners: Strategic Business Owners (7:25)
  • Teaching Other Business Owners: Tech-Dependent Business Owners (8:10)
  • MSP University (9:50)
  • SPC International rebrand (11:25)
  • “Secrets of Question Based Selling” by Thomas Freese
  • Instilling Trust and Encouraging Strategic Compliance with Business Owners (21:13)
  • Importance of Surveying the User Community of a Business (27:08)
  • Client Pyramid – Do We Have the Right Kind of Clients? (30:00)
  • Strategically Identifying Inefficiencies (31:00)
  • Accounting and Adjusting for Scalability (35:25)
  • Overall Advice for MSP’s (40:00)

We’d love to hear your thoughts, questions and comments on this episode in our comments section below, as well as any future suggestions for topics you’d like to hear about, or guests you’d like to hear from!

“Intro music is the track “All In” by Michael Ruscio; supplied by FRESH Music Library. Check out their great music selection at freshmusic.com.”


Episode 3: Optimizing Financials for MSPs



Doreen Gemme of New Life Development
Doreen Gemme

Welcome back to the iMSPirational Podcast! In Episode 3, Doreen Gemme of NewLife Development stopped by to discuss simple ways of optimizing our financials. Together, we discuss how optimizing financials allows business owners to focus on their passion while creating scalability for growth. We often look at revamping our Chart of Accounts as a huge undertaking; however, Doreen breaks out a few key elements that provide us financial visibility and comprehensive analytics, as well as an intuitive setup for our PSAs. She also tackles some common dysfunctions that we find specifically within MSPs.

  • Importance of intentionally distributing service revenue (30:26)
  • Why services should never be sold as products (42:20)
  • Managing financials does not have to be overwhelming (44:17)
  • Hiring outside consultation (45:36).

We’d love to hear your thoughts, questions, and comments on this episode in our comments sections below, as well as any future suggestions for topics or guests you’d like to hear!

Intro music is the track “All In” by Michael Ruscio; supplied by FRESH Music Library.  Check out their great music selection at freshmusic.com.


Episode 1: How to Become a Next Gen MSP



In this Episode, we’ll speak with CXO Jeannine Edwards, Client Experience Officer about how to become a Next Gen MSP by following a short list of strategies to accelerate revenue and profitability. We’ll also talk about why it’s important to identify and stay abreast with some of the most common Sales & Marketing pain points for MSPs.

Jeannine Edwards
Jeannine Edwards

About Jeannine:

Xcellerate has hired ConnectWise, CMP Media and MSP community veteran Jeannine Edwards as customer experience officer. Xcellerate, led by CEO Tommy Wald, is an MSP accelerator that’s seeking to work with IT services providers in a range of ways.

Edwards is well-known across the MSP community and the IT channel. At ConnectWise, she helped pioneer the company’s annual partner summit — which transformed into IT Nation, one of the largest communities and annual gatherings of MSPs and technology solutions providers focused on recurring revenues. Earlier, she played a major role at IPED (the Institute for Partner Education and Development), an Everything Channel property that was a strategic piece of the former CMP Media.

Edwards arrives at Xcellerate during a key time. The company is seeking to work with MSPs that have roughly 10 or fewer employees. The idea is to plug those MSPs into a standardized technology platform and a best-practices business ecosystem. The model is based on learnings from CodeBlue, a New Zealand-based MSP that CSG acquired for $15 million(NZ) in 2015. Former CodeBlue CEO Ken Davis and several other executives are the driving forces behind Xcellerate.

  • How MSP landscape is changing (9:13)
  • High performing Managed Service Providers (10:41)
  • Becoming more than just an ITB (12:50)
  • Differentiating yourself through Verticalization (16:34)
  • How MSPs can continually move toward revenue and profitability (22:47)
  • Utilizing PNL (28:14)
  • Becoming a Next Gen MSP (30:20)

We’d love to hear your thoughts, questions, and comments on this episode in our comments sections below, as well as any future suggestions for topics or guests you’d like to hear!

Bio for Jeannine Edwards provided by Jeannine Edwards Joins Xcellerate as Customer Experience Officer

Intro music is the track “All In” by Michael Ruscio; supplied by FRESH Music Library.  Check out their great music selection at freshmusic.com.


Episode 0 : Welcome to the iMSPirational Podcast!



“Is this thing on?”

Brian Johnson of Mobius Works
Brian Johnson

Welcome to Episode 0 of the iMSPirational Podcast! Thanks for joining us! In our inaugural episode, Martina interviews Brian Johnson, CEO of Mobius Works, as an introduction and a test to see if we know how this whole podcasting thing works. Brain introduces himself, the iMSPirational Podcast and Mobius Works.

In 2008, Brian Johnson joined Mobius Works, with previous software development, and manufacturing IT experience.  At the time, Mobius Works did some occasional dev

elopment projects.  Brian led the development division, and helped it grow.  After several years, the development division generated more annual revenue than the still growing IT support division.  At the end of 2015, Mobius Works sold our IT support business to Waltham, MA based Integrated IT Solutions, so that we could focus wholly on providing our development customers the best service possible.

Throughout the episode, Brian touches on Mobius Works’ history, mission and focus and it’s products and integrations. We also learn about why he decided to create this podcast, and the importance of staying in the know with MSPs!

We’d love to hear your thoughts, questions and comments on this episode in our comments sections below, as well as any future suggestions for topics you’d like to hear about, or guests you’d like to hear from! Please stay tuned for future episodes!

  • History of Mobius Works (5:46)
  • Mobius Works’ Mission and focus (7:11)
  • ConnectWise integrations with Quickbooks and more (7:28)
  • Staying in the know with MSPs (11:08)
  • Guest selection, and why this podcast exists (16:23)
  • Brian’s secret love for Neil Degrasse Tyson! (18:26)
  • “Snow Crash” by Neal Stephenson (19:47)

Intro music is the track “All In” by Michael Ruscio; supplied by FRESH Music Library. Check out their great music selection at freshmusic.com.