Richard Tubb's Blog

Ben Spector is Head of Solutions at Zomentum, he leads partnerships at inforcer and he also co-chairs the GTIA UK and Ireland DEI interest group.

He also has experience as a former MSP owner turned SaaS consultant. Ben is very passionate about building inclusive spaces in the tech industry and supporting underrepresented voices, especially through community-led initiatives.

An Interview With Ben SpectorWhat it Means to be Part of the MSP Community

Ben explains that he has a personal reason for being heavily involved in the MSP community – because it’s an industry that underpins so many other businesses. “MSPs drove the growth of early technology in SMBs.

“And now we’re delivering business transformation through leveraging AI within those clients’ businesses. I think MSPs are always at the forefront of what small businesses are doing, but crucially also what those SMBs need to do to stay relevant and operational.

“If we look at the community aspect in particular, I’m from the LGBTQ community, which I feel is bit underrepresented within the MSP space. I want inclusive spaces where people’s voices are heard and they feel comfortable. I want to show up and be a friendly, supportive face for people who may need it.”

Ben’s Take on Diversity and Equality Initiatives

It’s an unfortunate reality that in many organisations the DEI programmes are being scaled back. For smaller companies, they don’t even have funding, Ben says, and anything they do to promote DEI comes from leaders taking the initiative.

“I think that when a leader cares about DEI they’ll do whatever they can to prioritise it – they won’t scale back or cut funding for those programmes. Most of the people I work with are at the smaller end of the market, and they’re working hard to support DEI. Often they have personal experience, which is why it matters to them.

“So I’d like some of those SMB owners being given opportunities to engage with people who have lived experience of discrimination or being excluded. That’s why I want to be a face within the community so people feel comfortable with sharing those stories. That’s how we drive change.”

Helping People to Tell Their Stories

We often struggle to see things from other people’s point of view, which makes us less tolerant or empathetic than we could be. Ben has learned from therapy to be more curious about other people as a way to understand what they’re going through and what’s on their mind.

“That advice was given to me about a personal situation, but it applies in business too. It helps you to reframe how you feel about the interactions you have with someone, and it can improve relationships. Especially for leaders, we need to be curious about the people we work with, especially where diversity is concerned.

“We need to ask people how they feel and what’s going on in their lives. But rather than putting pressure on them to speak up and tell their stories, we should look for ways to pull it out over time. We need to be mindful of the fact that everyone has different requirements to feel comfortable at work.”

What Ben Would Change About the IT Industry

Ben says the one thing he would change in the IT industry is around inclusion and making the space more welcoming. “It’s a very male, pale and sale environment. Even though that sounds like a sweeping generalisation, I think it’s true. We need more diversity.

“If I could wave a wand and change things suddenly overnight, I would absolutely love to. What I love about the community is the collaborative element. People are quite honest about being incompetent in some things. And they can ask for help and get support.

“There are so many people willing to help in all sorts of ways, whether it’s business growth, challenges, personal challenges, technical challenges. It’s a very collaborative, supportive environment. But I would love to see more diversity of perspective and voices within it.”

One Thing he Loves About the Industry

Ben says: “MSPs are uniquely positioned in that they are one of the few services that all businesses need and they have the ability to truly transform the way their clients do business. We need to deliver true business transformation through AI, and very few people have the ability to do it.

“The thing that’s most exciting about the MSP world is the ability to make quite big changes very fast for clients and truly deliver value and growth. Accountants and lawyers can’t say that they do that. They’re mostly fixing the past.

“But MSPs, on the other hand, do genuinely get to shape the future for their clients. And if they do a good job of it, it’s going to be a great future. Equally, if they do a poor job of it, it’s going to be a difficult future. And that’s a lot of responsibility for us.”

One Key Piece of Advice

Ben’s biggest piece of advice builds on his earlier comments about the importance of being curious about other people’s experiences. “We can all be so much better if we do that. And it doesn’t matter whether it’s personal or professional; just ask really simple questions.

“By asking how something makes people feel and the impact it has on them, you’ll learn so much. Frame the questions around the other person and just be curious. It’ll make you a better person and a better leader.

“Of course, you won’t be able to fix everything. You have to accept that and you shouldn’t try to, because a lot of the time that’s not what people want from you. They want your support and to feel heard. So take what you hear and think about what you can do to make their lives better.”

How to Connect With Ben SpectorZomentuminforcerVisit Ben’s websiteLike Ben on FacebookFollow Ben on XConnect with Ben on LinkedInHow to Connect With Lenka and VeraSubscribe to the Wired for Connection RSS FeedFollow @tubblog_msp on InstagramConnect with Lenka on LinkedInVisit Vera’s website: T-ConsultingFollow T-Consulting on LinkedInFollow T-Consulting on FacebookFollow T-Consulting on TwitterConnect with Vera on LinkedInMentioned in This EpisodeMSP community: GTIAYou Might Also be Interested inPodcast: How to Accelerate Your MSP Sales for Business GrowthInvest in Mental Health for a Happy MSP TeamSchedule Thinking Time for MSP Business Growth

Hannah Lloyd is the Chief Revenue Officer at Enhanced.io. She’s worked with hundreds of MSPs to launch, sell and scale cybersecurity services. She knows exactly what makes go to market strategies succeed and where they tend to stall.

Hannah has held several leadership roles and her impact has already been widely recognised. She was the youngest-ever GTIA Member of the Year, receiving the GTIA UK Advancing Women in Technology Spotlight award.

An Interview With Hannah LloydHow Hannah Deals with Work Stress

Hannah admits that she’s not a typical salesperson. “I don’t push people to deadlines, because when we’re selling a solution, I want them to trust us. Otherwise we’re not building a good partnership. I’m very logical and I enjoy problem-solving and thinking outside the box.

“I like to look at problems and see if we have a solution or an SOP. And in cyber there’s no standard answer. It depends on the client. You need to be able to think quickly and come up with solutions. And sometimes that’s exhausting. When you work from home, it’s hard to switch off from the day job. I need a way to let go of problem-solving.

Having studied art when she was younger, Hannah unwinds with an hour or so of drawing. “I don’t think about anything other than creating. When I give myself that time to relax, I’m much more focused for my next day at work. I don’t think I could do without that now.”

The Power of Positive Thinking

As a leader, Hannah often has to attend meetings with potential clients to present the company’s products and services. So her advice is to go in with a positive frame of mind straight away.

“If you’re thinking to yourself, ‘This isn’t going to go well; I’m not going to be effective in this meeting’, or ‘I won’t be able to convince them to buy from me; I can’t change their mind about what we do’ then you won’t be successful.

“At the end of the day, all the energy that you put into the conversation is going to be negative. You’ve convinced yourself before you even start that you’ll fail, so you will. Positive thinking is essential to get the outcomes you want. Going into a meeting with a positive frame of mind means you’ll appear more confident to your client.”

Dealing with Business Challenges as a Leader

As an MSP owner, a client will sometimes request something you’ve never dealt with before, which can be challenging. “There might be a lot of information to gather together, or your engineer needs to learn a new skill in order to meet the client’s request,” says Hannah.

“But I reframe it as, how do we positively create an outcome so we don’t have this experience next time someone asks for this? How can I empower my team so that they see these requests as a challenge to fulfil rather than something they can’t handle and makes them anxious?

“It’s my responsibility, as the leader, to model calm and confidence. I want to show that I have faith in them and believe they can deliver a positive outcome. And when they do, we make a point of celebrating with them. We champion their growth and help them advance their careers.”

Hannah’s Strong Female Role Models

Although her family is male-dominated, Hannah says she has three strong female role models in her life – her mother, maternal grandmother and paternal grandmother.

“They ruled the family and were the backbone of it. What they said goes, and it means that I was brought up believing that there’s no reason why I can’t do anything I want to. My mum pushes me forward and encourages me to challenge things that are unfair.

“These three women have encouraged me to see that being a woman is a positive and shouldn’t hold me back. They taught me to pick myself up and start again when I didn’t think I could. It’s not about surviving, it’s about thriving. And having these strong women in the family means that the men see all women as equal, which is so empowering for me.”

One Thing She Loves and One Thing She Dislikes About the Industry

In past roles in other industries, Hannah was often mistaken for an intern. “But in the IT industry, nobody has ever done that. I’ve been acknowledged for my skills and offered a seat at the table. There’s never been an automatic assumption that I was a junior person.

“And the MSP space feels like a small but strong community. It’s rare I go to an event and don’t meet someone I can build a good connection with.” Hannah says that if she could change anything about the industry, it would be for it to be even more open-minded.

“Not just women in tech, but for those in the LGBTQIA+ community. We want all of those people to feel not just welcomed but supported. I want embracing minorities to be a standard. We’ve already come so far, and I’d love to see us do even more.”

A Key Piece of Advice

The IT industry moves so fast, says Hannah, that it’s not always possible to have a clear five-year plan. “I was always told to think about where I wanted to be in five years’ time, but that’s just not practical. It’s brilliant to have goals, but they can be flexible.

“The way that I always think about it is that I continuously want to learn, move forward, grow and then take the right decisions at the right time. And to have that as a conceptual goal rather than having something definitively really helps.

“If you make your goals learning and doing the right thing, you won’t let a door to an opportunity close just because it doesn’t match your goals. Take more calculated risks and be inspired by those around you. Be open-minded and you’ll find things that you didn’t even know existed.”

How to Connect With HannahEnhanced.ioFollow Enhanced.io on LinkedInSubscribe to the Enhanced.io YouTube channelConnect with Hannah on LinkedInHow to Connect With Lenka and VeraSubscribe to the Wired for Connection RSS FeedFollow @tubblog_msp on InstagramConnect with Lenka on LinkedInVisit Vera’s website: T-ConsultingFollow T-Consulting on LinkedInFollow T-Consulting on FacebookFollow T-Consulting on TwitterConnect with Vera on LinkedInMentioned in This EpisodeMSP Community: GTIAMSP Community: IT NationIT management software: ConnectWiseCybersecurity and IT management software: n-ableYou Might Also be Interested inPodcast: Advice on Leadership and Equality from Andrew WallaceLost a Client or Employee? It’s an Opportunity for Growth!How to Conduct an Effective Employee Exit Interview

Amy Luby transforms service delivery with Agentic AI and is a GTM Strategist – Advisor. She helps MSPs scale smarter and vendors build channel engagement that converts with battle-tested strategy, operational clarity, and fearless execution.

She’s spent her entire career in the MSP channel – as an MSP founder with a successful exit, a distribution leader building global NOC, Help Desk, and managed services and a CRN Channel Chief.

Amy has shaped the MSP channel itself. She’s a community builder who’s helped define what managed services look like on a global scale.

An Interview With Amy LubyWhy We’re all Uncertain in Business

Amy had a couple of different careers before she got to the tech space. She explains that she started her own business when her husband lost his job. She shares her story often, because you never know when people might need to hear it.

“Our best selves can be born out of adversity. You don’t know what you’re doing and you’re learning as you go. But remember that other people are scared as well. And I don’t think we talk about our challenges enough; not just in this space but in all industries. I’ve spent a good portion of my career worried or afraid that I was doing the wrong thing.

“And I think a lot of us have been there at one time or another. Plus, the way our industry changes, there’s no way to be certain about what’s coming next. So we’re all figuring it out together, and we should all be brave enough to suggest different ways of doing things.”

Getting Perspective and Feeling Grateful

Everybody goes through hard times, but when you’ve been through them, you’re braver. Says Amy: “Hard times make you grateful when things are better. That’s about having perspective, and perspective is powerful for moving forward.

“But things could always be worse. A component of gratefulness is acknowledging where you are and the good things you have. It’s easy to get into a habit of just seeing negatives and it takes you to a different place. But gratefulness is a powerful weapon in life.

“It lets you sit still for a moment and look around even in the worst times, to be able to say, you know what, I’ve got something that makes me grateful. That is a powerful lever to use mentally and physically. And we know that things will get better.”

How to Have More Human Connection

We’re all looking for human connections, but women tend to be better at saying so than men. Amy says: “I’d love to see men create groups for themselves where they can connect on their own level. Not because we need separateness, but I think women are socialised that way.

“We know it’s ok to cry or hug somebody. But boys don’t learn that. My dad struggled with bipolar disorder and depression. Once he was finally able to understand it, he spent his retirement years building men’s groups. Too many people bottle things up but it’s incredibly powerful to be able to share how you feel.

“I think it’s sorely needed. Saying ‘I need help’ is one of the hardest things to do, but it’s the only way you’ll get it. Burning out seems to be celebrated in the tech industry, and that’s not healthy. I’ve seen too many people disappear from the channel. And I’ve done it myself.”

A Change Amy Would Like to see in the Industry

Amy feels strongly that burnout shouldn’t be seen as a badge of honour. “This idea of pushing yourself until you burn out – I wish that would change. We all chase this idea of unicorns, and there are very few in any industry, let alone ours. And yet people think that they do.

“They think that the business they’re part of is going to be the next unicorn and they’re going to get that 1%. But it’s just not realistic. And I wish people would quit selling that because it’s so damaging to many who buy into that for a long time.

But the only way it’s going to change is if we talk about it. What does burnout really look like? It’s not the same for everyone. For me, I stopped replying to messages from a friend. So she flew to my hometown and made me leave the house. Burnout isn’t worth any of the personal or collateral damage that comes from it.”

What Amy Loves About the Industry

“I love being part of a community and solving problems together. As entrepreneurs, we’re wired to solve problems like that. Fundamentally, that’s what an entrepreneur does. They solve problems. They see an opportunity to solve a problem for enough people, they can actually run a business on it and make money doing it.

“I love being in those conversations. And then I love hearing, ‘Do you remember that conversation we had; you said something, and I went back and applied it to my business, and it changed the trajectory of my business.’

“That’s what I love. The collaboration and that community integration and community helping each other. Communities exist everywhere, but they’re not all as supportive as this one.”

How to be Authentic in Business

Amy says being authentic is key in business. “I think staying true to your own authenticity is probably a superpower. The most successful business owners are some of the most humble people on the planet.

“When you can stand in front of a room of all your employees and, and be authentic and say, ‘I started this company but I don’t know all the answers.’ They ask their teams to help them grow.

“And that is much more powerful than bulldozing your way through everything with your ego. That’s been my experience. My lived experience and what I’ve learned observing my mentors, people I admire and want to be like. They’ve modelled that for me and I try to do the same.”

How to Connect With Amyxyntra.aiConnect with Amy on LinkedInHow to Connect with Lenka and VeraSubscribe to the Wired for Connection RSS FeedFollow @tubblog_msp on InstagramConnect with Lenka on LinkedInVisit Vera’s website: T-ConsultingFollow T-Consulting on LinkedInFollow T-Consulting on FacebookFollow T-Consulting on TwitterConnect with Vera on LinkedInMentioned in This EpisodeAgentic AIYou Might Also be Interested inPodcast: Empathy and Sounding Boards: How to Deliver Partner CareInvest in Mental Health for a Happy MSP TeamApplying an Adventurous Mindset in Life and Work for Robust Mental Fitness

 

As Richard hangs up his headphones on TubbTalk, the podcast for managed service providers, he shares his final thoughts on his experiences of almost 20 years of running Tubblog, the hub for MSPs.

Goodbye from TubbTalkThe Evolution of Tubblog

In December 2006, I wrote my first blog post for Tubblog. At the time, I was still running my own MSP, and the idea was to share my thoughts on how to run an IT company.

It was to be both a record of my own journey and a way to help my peers in the MSP community. I had no idea that after writing that post, Tubblog would grow into a global hub for MSPs. But now the time has come for this chapter to end.

On Friday, September 26, 2025, one day after my 49th birthday, we’ll be ending the production of new content for Tubblog, the hub for MSPs and closing down the business.

A Journey of Consistency

Since 2003 I’ve been immersed in the world of managed services. Along the way, Tubblog has become a place where I’ve shared over 2,500 blog posts, 200 long form podcast episodes, 1,000 videos and four published books for IT business owners. I’m proud of that consistency.

It didn’t come from motivation. It came from doing a little often for a very long time. And as the self-professed world’s biggest procrastinator, consistently creating content is something that I can look back on with pride and gratitude.

This podcast especially has become a great source of inspiration for me. When I started TubbTalk, people said that nobody would listen to hour-long interviews, even with MSP leader. Yet the podcast has built an incredibly strong and loyal following.

It’s even spawned its own spin-off show. This year, 2025, my dear friends Lenka Koppova and Vera Tucci launched TubbTalk Wired for Connection, a podcast focused on sharing underrepresented human stories from the IT and MSP industry.

What the Blog Became

When I decided to sell my MSP business, I learned that Tubblog had turned into a trusted resource, a place where MSPs could learn, share and know they weren’t alone. So, encouraged by the feedback from the community, I continued writing about managed services.

Over time, Tubblog became part of the fabric of the managed service landscape. It became a community hub where ideas and friendships were sparked. I never imagined Tubblog would leave a legacy, but I hope it will be remembered as a place that helped MSPs build better businesses and better lives.

And Tubblog didn’t just help MSPs grow, it helped me to grow. Running it pushed me so far outside my comfort zone, speaking on stages around the world, writing and publishing books, hosting this podcast and video series that reached thousands, tens of thousands of people. Each step terrified me at first, but each became a milestone that I’ll treasure.

What Tubblog has Done for Me

Tubblog has helped me discover not just who I am professionally, but who I am personally. One of the areas I’m most proud of is speaking openly about my struggles with my mental health.

I’m especially grateful to CompTIA, or GTIA, as they’re now called, who gave me the opportunity to go on stage at ChannelCon in Las Vegas in 2023 and openly share about my mental health journey, including speaking on some very tough topics such as suicide and burnout.

And if by sharing my story I’ve helped even one MSP owner feel less alone or encourage someone to seek support, then I think it’s been worth it. I believe we’ve started moving the conversation forward in the IT industry around mental health, and that’s something I’ll continue to champion.

My Mentors and Friends

What really matters to me is the connections I’ve made along the way. I’ve had the privilege of serving an industry I absolutely love, and in return I’ve gained lifelong friendships, countless stories, and the joy of being part of an amazing global community.

So to every MSP vendor, client, partner, podcast guest, event organiser, listener, viewer or reader who’s been a part of this journey, thank you. You’ve given me more than I ever could have imagined.

And of course, none of this would have been possible without mentors. I’ve been blessed to learn from the smartest, most generous people in the IT industry. They gave freely of their time, advice and experience, and I’ve always tried to pass that same generosity along.

If Tubblog has helped you in any way, then the legacy belongs as much to those mentors as much as it does to me. I may be stepping back, but the need for connection within the managed service industry doesn’t go away. In fact, I believe it will only grow stronger.

What’s Next?

This is simply the closing of one chapter so another can begin. Tubblog will remain online as an archive, a resource for the managed service provider community, but we won’t be publishing any new content beyond this point.

As for me, I’m still going to be a part of the managed service industry, but in a new way. I’ll be focused on working behind the scenes to provide mentorship and strategy for vendors with a very small number of non-executive directors and advisory roles.

I’ll continue to share ideas, stories and conversations beyond the managed service provider industry over on my personal website. If you enjoy tech recommendations, leadership insights, personal development ideas, sign up for my email updates there.

I’m also going to continue writing books on non-MSP topics with my fifth book due to be published soon.

In Conclusion

Each year I choose three words to guide me and for 2025 those were:

ParetoLightenBroadcast

A Pareto means focusing on what truly matters, the 20% that brings 80% of the results. Lighten for me means removing burdens and creating more space for peace of mind. Broadcast means continuing to share ideas, insights and conversations in ways that reach and inspire others.

These words remind me that this decision isn’t about stopping, it’s about creating space for the next evolution of my work and my life.

Nearly 20 years ago, I set out with one goal to help MSPs run better businesses and build better lives. And looking back now, I feel I’ve achieved what I set out to do and so much more. If you have any memories on our journey together, please do get in touch. I’d love to hear from you.

From the bottom of my heart, thank you for reading, listening, watching and walking this journey with me. Here’s to the next chapter.

Stay up to Date With RichardPersonal website: Richard TubbGoodReads author page: Richard TubbConnect with Richard on LinkedInYou Might Also be Interested inClosing the Chapter on Tubblog – The Hub for MSPsSell, Stay or Evolve: The Truth of MSP LifePodcast: The Amazing MSP Industry Origins of Richard Tubb: The Whole Story

In December 2006, I sat down at my computer in Birmingham and wrote the very first Tubblog post.

At the time, I was the owner of a small IT Managed Service Provider (MSP) business, and I wanted to share my thoughts on running an MSP business as a record of my journey, and to help my peers in the MSP community.

2006 was the year that Twitter launched, Google bought YouTube for $1.6 billion, and both the Nintendo Wii and PlayStation 3 were launched.

What I didn’t know when I started writing, was that over the next twenty years, Tubblog would grow into a global hub for MSPs.

Now, after more than two decades in the Managed Service industry, and almost twenty years running Tubblog, the time has come for me for this chapter to end.

On Friday September 26th 2025, one day after my 49th birthday, we’ll be ending the production of new content for Tubblog – The Hub for MSPs and we’ll be closing the media business. 

A Journey Measured in Years and Consistency

Since 2003, I’ve been immersed in the world of Managed Services. Along the way, Tubblog has become a place where I’ve shared over:

2,500+ blog posts200+ long-form podcast episodes1,000+ videos4 published books for IT business owners

I’m proud of that consistency. It didn’t come from motivation; it came from doing a little, often, for a very long time. As the self-professed world’s biggest procrastinator, consistently creating content is something that I can look back on with pride and gratitude.

The podcast, especially, has become a great source of inspiration for me. When I started TubbTalk – The Podcast for MSPs, with its long-form interviews, some people said that with attention spans dropping, nobody would make time for hour plus long conversations with MSP leaders. Yet, the podcast has built an incredibly strong and loyal following, and even spawned its own spin-off show this year as my dear friends Lenka Koppova and Vera Tucci launched TubbTalk – Wired for Connection, a podcast focused on sharing underrepresented human stories from the IT and MSP industry.

None of these milestones would have been possible without the team who supported me. A huge shout out to my Team Tubb colleagues in Lenka Koppova, Gudrun Lauret, Mark Orr, James Ede and former colleagues and friends such as Pascal Fintoni, Stephen McCormick, Kareena Barat, Holly Honeyford, Col Gray, Michelle Lucherini, Judith Burt and so many other colleagues who allowed me to get out of my own way, and focus on doing what I enjoyed — connecting with people in the MSP community.

A Legacy Beyond a Blog

What started as a simple blog in my spare time, quickly became something bigger.

I began Tubblog (or “Richard Tubb’s Blog” as it was known back then) as a way to journal my experiences running a MSP business.

In 2010, when my father, George Tubb, passed away, I made the decision to sell the MSP business.

But what I didn’t realise was that Tubblog had turned into a trusted resource, a place where MSPs could learn, share, and know they weren’t alone.

So, encouraged by the feedback from the community, including the huge honour of my peers electing me as the first chairman of the CompTIA UK Channel Community (now known as GTIA), I continued writing about Managed Services.

Over time, Tubblog became part of the fabric of the Managed Services landscape. It became a community hub where ideas and friendships were sparked.

I never imagined Tubblog would leave a legacy, but I hope it will be remembered as a place that helped MSPs build better businesses and better lives.

Personal Growth Along the Way Me writing on a netbook (remember them?) in Canary Wharf, 11th April, 2008

Tubblog didn’t just help MSPs grow. It helped me grow. Running it pushed me far outside my comfort zone:

Speaking on stages around the world
Writing and publishing books
Hosting a podcast and video series that reached thousands

Each step terrified me at first, but each became a milestone I’ll treasure. Tubblog has helped me discover not just who I am professionally, but who I am personally.

Speaking up on Mental Health

One of the areas I’m most proud of is speaking openly about my struggles with my mental health. I’ve struggled with depression since I was very young, and while this journey hasn’t been easy, in the later stages of my career, thanks to the support of my wonderful wife, Claire, and amazing friends such as Gemma Telford, Polly Brennan and Dave Algeo, I felt it was important to speak up.

I’m especially grateful to CompTIA (now GTIA) who gave me the opportunity to go onstage at ChannelCon in Las Vegas in 2023 and openly share about my mental health journey, including speaking honestly on very tough topics such as suicide and burnout.

If by sharing my story I’ve helped even one MSP owner feel less alone, or encouraged someone to seek support, then it’s been worth it. I believe we’ve started moving the conversation forward in the IT industry, and that’s something I’ll continue to champion.

Gratitude Beyond Measure

What really matters to me is the connections I’ve made along the way.

I’ve had the privilege of serving an industry I love, and in return I’ve gained lifelong friendships, countless stories, and the joy of being part of an amazing global community.

To every MSP, vendor, client, partner, podcast guest, event organiser, listener, viewer or reader who’s been part of this journey — thank you. You’ve given me more than I could ever have imagined.

Standing on the Shoulders of Giants

Of course, none of this would have been possible without mentors. I’ve been blessed to learn from the smartest, most generous people in the IT industry. They gave freely of their time, advice, and experience, and I’ve always tried to pass that same generosity along.

There are too many people to mention, but I’d like to give a special thanks to Arlin Sorensen, Erick Simpson, Karl Palachuk, Nigel Moore, Pascal Fintoni, Phylip Morgan, Raja Pagadala, Rob Hatch, and Tiana Wilson-Buys, all of whom have been incredible friends and have helped me enormously both personally and professionally.

If Tubblog has helped you in any way, then the legacy belongs as much to those mentors as it does to me.

The Future of Community

While Tubblog is closing, MSPs will always need places to connect, learn, and share. That’s why I have made sure my final Tubbservatory video (released on Friday 26th September 2025) highlights coaches and content creators who are shaping the future of the community, alongside incredible organisations like The Tech Tribe and GTIA.

I may be stepping back, but the need for connection within the Managed Services industry doesn’t go away. In fact, I believe it will only grow stronger.

What’s Next?

This isn’t goodbye. It’s simply the close of one chapter so another can begin.

Tubblog will remain online as an archive, a resource for the MSP community. But we won’t be publishing new content beyond this point.

As for me, I’ll still be a part of the Managed Services industry, but in a new way. I’ll be focused on working behind the scenes to provide mentorship and strategy for vendors with a very small number of non-executive director and advisory roles (the first of which I’m excited to be announcing shortly).

I’ll continue to share ideas, stories, and conversations beyond the Managed Service industry over on my personal website. If you enjoy tech recommendations, leadership insights and personal development ideas, I’d encourage you to sign-up for my email updates there.

I’m also going to continue writing books on non-MSP topics, with my 5th book due to be published soon. Keep an eye on my Goodreads author page for more details.

Writing, podcasting, and speaking are still very much in my blood — and I’m excited about what comes next.

My 3 Words for 2025

Inspired by my great friend Chris Brogan, each year I choose three words to guide me. For 2025 those words were Pareto, Lighten, and Broadcast.

Pareto: Focusing on what truly matters — the 20% that brings 80% of the results.
Lighten: Removing burdens and creating more space for peace of mind.
Broadcast: Continuing to share ideas, insights, and conversations in ways that reach and inspire others.

These words remind me that this decision isn’t about stopping. It’s about creating space for the next evolution of my work and life.

With Gratitude

Nearly twenty years ago, I set out with one goal: to help MSPs run better businesses and build better lives. Looking back now, I feel I’ve achieved what I set out to do — and so much more.

If you have any memories on our journey together, please do leave a comment below or get in touch. I’d love to hear from you.

From the bottom of my heart: thank you for reading, listening, watching, and walking this journey with me.

Here’s to the next chapter.

Cheers, Ric.

Olivia Donnell is the Director of Channel Sales for EMEA at 1Password. She’s built an incredible career driving growth, inclusion and collaboration in the channel space. And she’s done it all while staying true to herself.

An Interview With Olivia DonnellWhy Women Succeed in Tech Companies

Women in tech and other traditionally male-dominated industries can be overlooked, but they often have strengths they’ve developed in previous roles. “For instance, if you have a history or literature background, you can speed read and pick out key points. That can be handy when reviewing contracts and policies.

“I also prefer to frame it not as ‘women in tech’, but ‘women in sales’ or ‘women in marketing’. These are roles that exist within the industry that women are excelling in.  Sometimes you hear the word ‘tech’ and assume it involves coding or product development. When really, we’re women in business.

“And without wanting to generalise, in the home environment it’s the women’s role to look after the kids and do the housework. That requires organisational skills, negotiating skills. We’re used to prioritising and reprioritising. And we’re used to juggling tasks, which men often aren’t. So women in the industry may be quieter, but they’re successful.”

Why we Need to Keep Talking About Diversity

In the 25 years she’s been in the industry, Olivia has seen a lot of positive change. She describes experiencing sexism and more in the workplace, which is thankfully rare these days. But she offers a note of caution:

“We’re not in a perfect world yet. In some places, people struggle to accept each other’s differences, and tribalism and toxic masculinity is starting to creep back in. So it’s important to have a dialogue about diversity and respect, and that needs to come from senior leadership. We need to work hard to understand others. 

“But we’ve seen big improvements with people being comfortable talking about their health, including mental health, and sharing their vulnerabilities. And it’s often women who are able to make emotional connections. They can tell when someone isn’t their usual self, and they can encourage them to share their problems.” 

How Olivia Dealt with Difficult Situations at Work

Olivia admits that earlier on in her career, she struggled to manage difficult situations. “There was very much a sense of ‘you’re lucky to have a job and you shouldn’t complain.’ The younger generation don’t tend to have that attitude. 

“But I had great mentors along the way; phenomenally strong women who showed me that you can be a strong presence in the room without having to try to be a guy. I was quite blunt when I first joined the industry, but I’ve softened my communication style over the years.

 “But I make a conscious effort to guide others and help them avoid some of the experiences I had. You don’t have to wait for permission – it already exists. I felt that I had to work for years before I got permission to step up, so I don’t want anyone else to make that mistake.”

What Olivia Loves About the IT Industry

Olivia highlights the community as one of her favourite parts about the industry. “I lve the willingness to share and talk, which is unusual. I met some women last week and while we were chatting I realised how much we have to learn from each other. Our challenges are the same.

“So when you drop your guard, you start to learn. You don’t have to give everything away, but you can talk collectively about the industry. And we know things don’t stand still, so it’s good to talk about what’s going on. And I think we need to stop saying ‘the MSP community’. It’s a business community.

“But more than that, it’s a social community. And I think the social aspect is really important because we’re often working remotely these days. We need to have more conversations and bring more people in. We’re behind screens too much, and we need to get together and just have casual, open chats where we can share and learn.”

Why Young People Prefer to Work from Home

One trend that Vera and Olivia have both noticed is younger employees preferring to work from home. It’s probably a combination of being able to better protect their personal time and because they’re more comfortable without human interaction, says Olivia. But that’s not necessarily a good thing.

“I think they’ve become a bit desensitised. Life isn’t always a bed of roses and we all have to deal with conflict at work and in our personal lives. We know that people are struggling with their mental health, and maybe working from home isn’t actually helping. We need to get out and meet people.

“I do understand that it can be daunting attending industry events, so I try to keep an eye out for anyone who looks like they’re struggling. But remote working isn’t the be all and end all because it’s not a true reflection of reality. We need to get to know our colleagues face to face.”

One Piece of Advice Olivia Wants to Share

“I’ve traversed my career with honesty and integrity and a bit of boldness thrown in. So if I was going to give just one piece of advice, it’s be honest and do things with integrity. “Remember that you’re dealing with humans at the end of the day.

“If you act with integrity, it will pay you back at the end of the day. Look for the long term, don’t go for a short term win. Don’t do something that will compromise your own moral stance because you feel it’s the right thing to do at that point in time for a company.

“Always be straight and stay true to yourself. An old boss once said to me, ‘be ready for the day a company says, we don’t know how we’re going to get along without you, but we’re going to give it a try’. Because unless you run your own business, that day could come. Don’t compromise who you are for anybody.”

How to Connect With Olivia Donnell1PasswordFollow 1password on TwitterFollow 1Password on LinkedInConnect with Olivia on LinkedInHow to Connect With Lenka and VeraSubscribe to the Wired for Connection RSS FeedFollow @tubblog_msp on InstagramConnect with Lenka on LinkedInVisit Vera’s website: T-ConsultingFollow T-Consulting on LinkedInFollow T-Consulting on FacebookFollow T-Consulting on TwitterConnect with Vera on LinkedInMentioned in This EpisodeMSP community: GTIAYou Might Also be Interested inPodcast: The MSP Owner’s Guide to Becoming a Better LeaderSeven Powerful Techniques for More Productive MSP Thinking TimePodcast: How to Find the Human Connection in a Tech-Focused Space

Laura Cook is a strategic advisor who helps expert business owners earning between £250k and £3 million break free from the trap of being tied to the day-to-day business.

She works with founders who feel stretched thin and want to scale the business without losing quality or burning out. She positions them for freedom for growth and even multimillion pound exits.

Laura has helped numerous business owners to triple their valuations, slash their working hours and build businesses that thrive without them.

An Interview with Laura CookThe Emotional Side of MSP Exits

While it might seem on the face of it that Laura’s work is about practical matters, she agrees that there’s an emotional aspect too. Once you sell your business, you might find yourself thinking, ‘Well, who am I now?’ Laura says you need to think carefully about what you’ll replace your business with.

“What else is there in your life? What could you look forward to? A business can be very consuming. You’ve watched it grow and it’s so integrated into your everyday life that there can be an emotional impact. So if you do want to sell your business, start thinking about it now.

“Ask yourself, ‘What is going to replace this and who I am as an individual?’ You slowly start to mentally untangle yourself and then you can see an exciting path ahead of you. That will pull you into the next phase, which might be completely different to what you’ve done before. Take some time off and reassess.” 

What if the Business Can’t Run Without You?

As the founder and the person with the technical expertise, you will feel like the business couldn’t carry on if you left, says Laura. “This is a common challenge my clients have. So to start off, I encourage them to imagine a two-week holiday from the business.

“That means no phones, no internet, no ways to solve a problem. And we start looking at what would break, which clients would stall and which projects would fall down. Then we look at where the team would struggle to make a decision. It seems intimidating at first, but we fix those challenges one by one.

“Then you’re no longer responsible for everything. We look at how to delegate tasks or even eliminate them. And because it’s a hypothetical holiday, it’s a safe space to work out the weak points. We systematically go through them and help you build a team who are skilled and confident to take the tasks away from you.”

How to Strategically Prepare Your MSP for Sale

If you’re getting ready to sell, Laura suggests reviewing what your MSP looks like. “That includes the tech stack, your contracts, and recurring revenue. But those are the minimum a buyer would expect. There’s a difference between a financial buyer, who’ll look at the nuts and bolts, your profit and what they could make, and a strategic buyer.

“They’re going to look at your business and think about if they buy it, what is it going to do for them? How is it going to accelerate their growth or how is it going to allow them to enter a new market? For example, they might want to operate in a different country with a different culture. Your MSP could be the key to them succeeding.

“They think about the extra leverage they could have by owning you. They’ll pay a premium if you do something different or that’s not easily replicated by your competition. A strategic buyer can be a better option because it’s often financial buyers who erode the culture, cut staff and budgets.”

Make Yourself a Good Financial Acquisition

There are things you can do to make your MSP an appealing acquisition, and Laura identifies three levers to focus on. “First is positioning. the more generalist you are, the lower multiple you’ll end up with. The more niche you are, the higher multiple.

“Second is your profitability. Financial transactions are based on profit multiples, so you need to have a couple of years of good profit history, some sustainability and continuity going forward. The answer to this is not just more clients. It’s about prioritising your most profitable service and customers.

“The third one is owner independence. The more independent you are, the more valuable it is to somebody. They can pick up your MSP and put it into their company. They aren’t going to be as dependent on you to help with that integration. They’re most likely going to need some support, but the business and the team should be able to run without you.”

Why You Should Plan Your MSP Exit Even if You Change Your Mind

There’s no downside to thinking about structuring an MSP for sale, even if you’ve got no plans to sell right now. It’ll make your business better, and if anything changes unexpectedly you’re in a much better position to exit quickly than not at all.

Laura adds: “It’s not about waiting for some day in the future. It’s about creating options for today. When your MSP is owner independent that creates so much opportunity for you. You could start a second business or add things to your life. And you can keep your MSP too.

“Often when I work with a client, they fall back in love with their business. There is so much benefit from starting today on MSP exits. Regardless of what you want in the long term, it just creates less stress, more freedom, more wealth, more finances and more opportunities.” 

How to Assess the Value of your MSP

Of course, what everyone wants to know is, how can MSP owners go about value in their business effectively? And as Laura says, you can have a professional valuation from an accountant. “That will give you a suggested multiple based on industry averages, what’s historically happened.

“At the end of the day, it’s always going to be based on what someone’s prepared to pay and it’s going to be attached to those financials. But it also looks at any IP, trademarks and owner independence. A potential buyer will look at the risks and opportunity, so find ways to make your business look more attractive and profitable.

“When you start to sell, you’ve got to step into the shoes of the buyer. They are now your customer. How can you position yourself to be as strong as possible for them to buy? As well as the things we’ve previously mentioned, you have to build a narrative around how your business will benefit them.” 

How to Connect With LauraLaura Cook websiteConnect with Laura on LinkedInHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate, and review TubbTalk on iTunesSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog_msp on InstagramMentioned in This EpisodePSA/RMM tool: SuperOpsIT management software: ConnectWisePSA software: AutotaskBook: Michael Gerber: The E-Myth RevisitedPersonal brand expert: Laura PearmanPersonality test: Gallup StrengthsFinderYou Might Also be Interested inSell, Stay or Evolve: The Truth of MSP LifeHow to Conduct an Effective Employee Exit InterviewWhy You Should Encourage Your MSP Employees to Switch off on Holiday

Scott Riley is the founder of Inside Agent, a platform that makes complex M365 security an absolute breeze for managed service providers.

His journey has taken him from being Chief Strategy Officer at one of the UK’s largest MSPs, then running his own successful cloud solution provider business, to building this platform that helps MSPs work smarter, not harder.

An Interview with Scott RileyWhy Scott Started Inside Agent

The best tools often come from a need a company has identified it has, and that other people probably do too. Inside Agent is designed as a single place for MSPs to manage Microsoft 365, get updates and security insights that they can use in real time to support their clients.

“At Cloud Nexus, we did a lot of 365 security assessments, and that was two days of consultancy. We’d white label them for MSPs and find that they’d only run an assessment on one client, rather than all of them. It became clear that there had to be a way to automate these audits so MSPs could offer them to all their customers.

“We know that every customer who runs 365 is at risk of being breached, and assessments shouldn’t only be available to those who can afford them or request them. So we decided to build our own, and make it a separate product to Cloud Nexus. And we’d offer it to MSPs to use however they like.”

How Inside Agent Keeps Client Data Safe

The platform uses Microsoft Secure Score, which is a way to benchmark security. For business licences, a score of 80% or above is good. “Most MSPs find that their clients score around 50% at first, but they need to help them improve.

“The dashboard displays the Secure Score for every tenant, and alongside that is the Inside Agent Compliance scores. These are our internal metric of how well we think it’s set up against our best practice. You know, Target and our CIS controls and all those sorts of things. Sometimes our score is lower, because we look more holistically at all the information.

“We include admin groups, conditional access, MFA and so on. We want to make sure the right devices and the right people have access to things. This is important because if you’re not careful, anyone can access your data. Our tool adds an extra layer of security.”

How Inside Agent Helps with Consistency

Scott explains that some of their users are in the tool every single day, and they give feedback on how it helps them. “For instance, when you offboard a user, you need to remove the licence, the shared mailbox, OneDrive and so on. There’s lots of parts to it. But Inside Agent takes care of all of that.

“We’ve got an Intune module that looks after policies. Rather than giving people all the policies at once, which is overwhelming, we give them a way to roll them out as needed. They click what they want and away they go.

“We also learned that MSPs have created their own policies or Intune templates. So we’ve made it easy to import the documents and reuse them with other customers. All of these things save them time and make them more consistent.”

The Value of Running Client Reports Yourself

Another popular feature of Inside Agent is that MSPs can run their own client reports. Scott says that when he did it on their behalf, it was two days at a rate of £750 a day. “And now they just log in themselves and run the reports themselves and it’s completely free.

“We’ve also added CIS reporting, which includes all the latest benchmarks. A CIS report is very detailed and it takes a lot of effort to pull out all those specific things to hit those exact metrics from the Centre for Internet Security. It’s quite expensive having those done for you, but again we offer them for free.

“Of course, CIS guidance says there are some checks you have to do manually, but we’ve automated everything we could. And for those we can’t, we explain how to do the manual checks and offer a place in the portal to upload your findings. We’ve made it as simple as possible.”

Learnings from a Challenging Time

In a previous organisation, Scott went through several mergers and acquisitions. “We were a big MSP buying other MSPs, and I was on the management team at that point. I was responsible for the due diligence, which sometimes meant getting rid of teams and offices.

“And because we had private equity, there were expectations that we would deliver more profit. If you wanted to do that, you had to cut costs, and in an MSP the biggest costs are systems, premises and people. But it was awful to acquire a company and immediately get rid of half of their staff.

“That’s not nice. And the more you do, the more disposable people become. You’re not valuing them at all, which is awful. So when I started Cloud Nexus, I flipped it. I didn’t make the customer the king; I made people the priority. Because they look after the customers and help the company to grow.”

Why You Need to Value Your People

Scott chose to value his people over pushing for bigger profits. “I get why businesses do that. But for me and the people on my team, we’ve found the route we’d rather have. It’s slower and steadier, with customers and colleagues they like. And they enjoy their work, too.

“Yes, it’s a job, but I want people to like spending time with each other and have a laugh. There’s always office pranks going on here. But you have to value the people. And I think that that is one of the biggest lessons I learned from those other companies.

“They are the biggest asset of your company. And I think the more that you can spend making their life easier, the better. Sometimes we’ve had people off for extended periods, and the team pulls together to pick up the slack. Nobody complains because they’re helping their colleagues.”

How to Connect With ScottInside AgentFollow Inside Agent on LinkedInSubscribe to the Inside Agent YouTube channelCloud NexusConnect with Scott on LinkedInHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate, and review TubbTalk on iTunesSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog_msp on InstagramMentioned in This EpisodeAI tool: ChatGPTAI workflow automation: n8nAutomation platform: ZapierSpeaker and author: Karl PalachukMSP expert: Erick SimpsonAI tool: ClaudeDocumentation Software: IT GlueMicrosoft Secure ScoreBearded 365 Guy: Inside Agent video demoMSP community: The Tech TribeIT expert: Lyle KirschenbaumIT expert: Dan BairdYou Might Also be Interested inPodcast: Microsoft Stack and Why MSPs May Consider an Alt Service Desk10 Handy AI Resources to Help Your MSP Clients Grow Their BusinessesSchedule Thinking Time for MSP Business Growth

Kristian Walker is an Account Executive – New Business at Huntress. Huntress are one of the world’s leading cybersecurity organisations. Kristian has been making waves sharing some great advice on MSP sales through his online videos.

An Interview With Kristian WalkerWhy MSPs Struggle with Sales

Many MSPs start life as a tech or engineer, and then move into being a business owner. And sales is hard, says Kristian, because they’ve never done it before. “You can’t get a degree in it, although there are techniques you can learn. But if you’ve never done it, it will feel unnatural.

“When you say that you’re a salesperson or you start doing more sales, there’s a stigma and a reputation about salespeople that they’re untrustworthy or are going to try to hoodwink you into something you don’t really want. 

But ultimately, sales is about solving a problem, and understanding that problem so you can work out how you’re the person to fix it. As soon as you move away from ‘how many can I sell you?’ to ‘how can I solve your problem?’, the easier it gets. Especially for tech guys, who are problem solvers by nature.”

How to Demonstrate the Real Value of MSP Services

As MSPs operate at the coal face, they tend to think of the value of their services in terms of the immediate solutions they deliver. But to really communicate that value to your clients, you need to step back much further. Kristian explains:

“You need to think in terns of a strategic vision for your clients. There’s more to what you provide than just cable management and fixing things under desks. Start to have more consultative conversations with your client base about their goals and how you can help them get there. Then you become taken seriously as a trusted advisor.

“Yet many MSPs tell me that they give their clients advice and it falls on deaf ears. It baffles me, because I’ve never ignored advice from a lawyer, accountant or doctor. If you’re paying an MSP for a service, why would you ignore their advice? Is it because it’s pitched as a new product they need, rather than something helpful?”

The Biggest Mistake MSPs Make with Sales

Kristian says that MSP owners should build a sales team to do their selling for them. “But as the business owner, spend time educating your customers more. For example, cybersecurity is a big problem, but SMEs still don’t fully understand the risks.

“So if you really educate a client on the potential issues and how they can be fixed with software and so on, it’s going to help them see why they need to invest in a solution that will keep them safe. But as soon as you can, outsource that to someone else.

“As the MD or CEO, you don’t have time to sell software, so you need to find different strategies to take your offerings to market. You could run opt-out campaigns, or mandating cybersecurity software to current clients. There are easier ways to sell things than speaking to people on the phone.”

Tips for Better Sales Conversations

When it comes to having sales conversations, it’s always a good idea to put yourself in the shoes of the person you’re talking to. We’ve all been sold to, so think about how it makes you feel when that happens.

“But my biggest advice is to disqualify as quickly as possible. Lots of people sit there thinking of reasons why a customer will buy from you. Instead, think about why they won’t buy from you. Be open with that customer, and they’ll feel more heard and valued.

“Because everyone’s first instinct when talking to a salesperson is to say no. So if you meet their objections head-on, you can have a more honest discussion. You can dig into features and benefits after that, and give people more time to research your product in detail. Or do what Huntress do, and give people a free trial with full access.”

How Kristian Started Making Videos for LinkedIn

Most people with LinkedIn accounts will watch videos but not comment or engage. “I did the same, but I also thought I’d like to give it a go. And I had a bit of imposter syndrome – thinking people didn’t want to hear what I had to say.

But I took the plunge one day and I got really positive feedback. I got a lot of support internally at Huntress as well. And I can see from my stats that people are watching, even if they don’t leave a comment. So my advice is obviously landing with people.

“In fact, I was speaking to a Dutch MSP the other day and when I joined the call he said, ‘good to see you again’, which sounded odd! But it turns out that he’s been watching my videos for weeks, so he feels like he knows me. And that makes it all worthwhile.”

Where to Focus When it Comes to MSP Sales

Kristian has a simple piece of advice when it comes to MSP sales: “Focus on solving problems rather than selling units. In this industry it’s easy to be distracted by a new shiny thing that you want to introduce to your clients immediately.

“Instead, look at the breadth of your client base and look for similar challenges. Then, try to solve as many as you possibly can. That often leads to a sale, whether that’s software or a new service.

“Because ultimately you’re solving the client’s problems and making their life easier. And it helps them to grow. So my advice, for this year and beyond, is to solve the problem. That’s how you develop relationships with your clients so you’re their trusted partner.”

How to Connect With KristianHuntressFollow Huntress on TwitterLike Huntress on FacebookFollow Huntress on LinkedInConnect with Kristian on LinkedInHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate, and review TubbTalk on iTunesSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog_msp on InstagramMentioned in This EpisodeIT solutions: DattoAuthor and speaker: Karl PalachukMSP community: GTIASales development leader at Huntress: Tracie OriskoVP Ecosystem Evangelism at ConnectWise: Arlin SorensenSales engineer at Huntress: Sasha RoshanMSP community: The Tech TribeVideo platform: BonjoroYou Might Also be Interested inPodcast: How to Become the go-to Threat Ops Expert for MSPs10 Content Ideas to Make Your MSP a Media CompanyPodcast: How MSPs can Overcome Their Fear of Sales and Win Clients

Myles Peart is the Technical Director of NetSec, a UK-based managed service provider. The company recently won a prestigious MSP award from SuperOps and were named Emerging MSP of the Year.

An Interview With Myles PeartThe NetSec MSP Tool Stack

Myles says he’s developed the company’s tool stack over the last three years, testing out different solutions. “We don’t just add software for the sake of it. We really want that stack to be a value add.

“We’ve made some changes here and there, but the core stack remains the same. That includes Heimdal Security, who are one of the fastest-growing cybersecurity companies in Europe. It was a no-brainer for us, because it unifies a massive amount of tools but it’s constantly being updated too.

“It’s great for us to let our customers know about new modules and share how it will benefit them. We use Keeper Security for password management and cyber awareness training. Then N-Able Cove for M365 backup, Exclaimer for digital signatures and Cyber Essentials certification.”

Unification for SMBs

NetSec are heavily focused on helping businesses realise the benefits of unification and getting more out of less. Myles explained: “We realised that many businesses have a software stack they’re not fully utilising. Or they have a legacy stack that needs updating and reviewing. It’s a common problem.

“So we thought, we operate as a delivery model where we’re one place where clients get everything they need. Their software should do the same. We’re already leaning into automation, and it occurred to us that Microsoft is vast when it comes to the tools they offer.

“Most companies have a Microsoft licence, but don’t do much outside of the core Office suite. We know there are things like Copilot, Power Automate for automation and so much more. Unifying your internal tools in one platform just makes sense, and Microsoft is the way to go for us.”

A Cybersecurity Focus for a Modern MSP

Myles pushes his clients to understand the importance of cybersecurity tools, explaining that it’s something he believes in strongly. “It’s been core for us from the start and it always will be. Risks and attacks are becoming increasingly more common.

“For us, it’s something we can’t ignore and it’s central to our offering. We’ve done a lot of work around user awareness and training and we’ve got great feedback from clients. It doesn’t take much time out of their day but they learn a lot. They’ve even started forwarding us suspicious emails to ask if they’re real. That’s exactly the behaviour we want.

“We don’t expect them to know for certain, but at least they’re aware of the threats now. Most SMEs aren’t aware of the risks their systems face, so the training is invaluable for our users. Clients are at different stages of their journey so we need to meet them where they’re at. But for us it’s not just the tools. It’s processes, people and technology all coming together.” 

Strategic Business Alliances for an MSP

Myles has built several business alliances and says they’ve been essential not just for their growth but also to understand different industries. “It gives us an insight into what their needs are, and also how much they understand about tech and tools.

“The partnerships allow us to get to know those people better and deliver a technical approach for good outcomes. For example, we work with Legal News Wales, an independent news site for those in the legal profession. We run webinars and round-table talks, and we’re able to educate their members on things like cybersecurity.

“At NetSec, education and giving back are really important. It’s something that I’m personally passionate about. I didn’t have a traditional route into the industry, so giving back to the community and providing education is a priority for me. I’m giving the guidance I wish I’d had when I started out.”

The NetSec Approach to Customer Relationships

When it comes to client relationships and customer satisfaction, we can often overcomplicate it. “It’s simple really – it’s about being human, understanding people and not hiding behind the tech and your offers. That’s it.

“We have sessions where we sit down with a client and learn about their technical challenges. But we also ask about non-tech problems, too. We get a fuller understanding of their business and their goals. These are key to building relationships.

“But great customer service has to be ingrained from the top down. When we get a new hire, that’s non-negotiable. I want every member of the team to deliver excellence. As the founders, we’re passionate about the business, but we want our employees to feel the same. We strive to help our customers progress as we do.”

How Myles Keeps up With Technology Changes

“It’s an ongoing battle to keep up with the latest tech development. Especially when, as the business owner, you’re drawn towards the management side and away from the tech. But it’s a passion of mine, and so I like to stay up to date. I can’t help it. 

“I like to get involved in the early stages of a project. I still offer consultancy and guidance to all of our customers. I want to make sure that they’re getting the right tech for their business needs.

“Inevitably, that will change as the business grows. But for now I can still do it and enjoy it.  I do a lot of internal training with the team, and help train our customers as well. There’s less fixing things now, but I’ve done so much learning over the years that I haven’t forgotten it.”

How to Connect With MylesNetSecFollow NetSec on InstagramFollow NetSec on LinkedInConnect with Myles on LinkedInHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate, and review TubbTalk on iTunesSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog_msp on InstagramMentioned in This InterviewPSA/RMM platform: SuperOpsSuperOps MSP awardsCybersecurity tool: Heimdal SecurityPassword manager: Keeper SecurityCloud backup: N-able CoveEmail signature software: ExclaimerCertification: Cyber EssentialsMicrosoft automation tool: Power AutomateScott Riley of Inside AgentNews site: Legal News WalesTech careers for young people CyberFirstUK government security centre: NCSCDavid Brereton of MysonPagesMSP community: The Tech TribeAutomation platform: ZapierBusiness event: Ideas FestEntrepreneur seminar: James Sinclair Business Master ClassYou Might Also be Interested inCelebrating the Winners of the SuperOps MSP Awards 2023Podcast: Top Lessons From 25 Years Building a Successful MSPWhy Consistent Content Marketing is Key for MSP Sales Success