1. Show Up on Time (Be Reliable and Proactive)
Just like Hanks’ character in Saving Private Ryan, MSPs must be dependable under pressure. Miller leads his team with precision, ensuring it accomplishes the mission no matter the challenges. Similarly, MSPs must anticipate problems, respond swiftly, and always be ready for the unexpected.
Scenarios you may encounter:
#1: A Client’s Network Goes Down at 2 a.m.
- Do you have automated alerts and a clear escalation path in place?
- Is your team trained to respond immediately to critical outages?
- Is the client aware of your response time expectations so they don’t panic?
#2: A High-priority Ticket Sits Untouched for Hours
- Are you monitoring ticket queues in real time to prevent bottlenecks?
- Do you have a triage system to ensure urgent issues get addressed immediately?
- Have you set up automated SLA tracking to avoid missing deadlines?
Small Business Takeaway
Clients expect MSPs to be responsive, reliable, and predictable. When an MSP fails to meet these expectations, small businesses quickly lose trust. As a result, they often have no hesitation in switching to a provider that offers greater consistency.
2. Know the Text (Master Your Stack)
In Toy Story, Hanks’ character Woody knows his world inside and out. He understands how things work, guides others, and steps up as a leader when things go wrong. In the same way, great MSPs understand their toolset and build technical knowledge.
Scenarios you may encounter:
#1: A Client’s Backup Fails when They Need a Restore
- Are backups regularly tested?
- Have you developed a documented disaster recovery playbook?
- Do you proactively communicate backup health checks to reassure clients?
#2: A New Technician Struggles to Solve a Ticket Efficiently
- Does your team have internal documentation and playbooks for common issues?
- Are you conducting monthly training sessions on tools and best practices?
- Have you created a mentor system where junior techs can learn from senior engineers?
Small Business Takeaway
Clients hire MSPs for more than just support; they value expertise. To build stronger relationships, inspire your clients by sharing your passion for learning. At the same time, invest in your team members to help them expand their technical skill sets.
3. Have an Idea (Be a Strategic Partner, Not Just a Vendor)
In Cast Away, Hanks’ character spends a lot of time thinking of ways to escape the island he’s stranded on. Likewise, a great MSP isn’t just reacting to problems but thinking ahead, offering new solutions, and helping clients grow before they even realize what they need.
Scenarios you may encounter:
#1: A Client’s IT Is Fine, But Its Hardware is Outdated
- Have you scheduled quarterly business reviews (QBRs) to discuss growth opportunities?
- Are you proactively suggesting cost-effective upgrades to improve performance and security?
- Can you align IT roadmaps with business goals to show real ROI?
#2: A Client Asks, “Can AI Help My Business?”
- Have you researched how Copilot, AI automation, or chatbots could benefit the client’s industry?
- Are you ready to discuss AI security risks and best practices?
- Have you built a framework for selling AI-driven solutions instead of waiting for demand?
#3: A Client Complains About Downtime, Even Though Your Team Fixed It Quickly
- Have you implemented proactive monitoring to prevent future issues?
- Are you offering business continuity solutions beyond basic break/fix services?
- Can you analyze past incidents to suggest long-term stability improvements?
Small Business Takeaway
Another MSP can replace you if you only fix what’s broken. When you bring fresh ideas that can move the client’s business forward, you become indispensable.
Why This Matters for MSPs and Small Business Clients
The three rules that Hanks articulated can be helpful for a young actor. Each piece of advice teaches a lesson that applies directly to managed services and business excellence.
The best MSPs are thoughtful, proactive, knowledgeable, and willing to share big ideas. Additionally, they work to become a trusted partner — one that clients rely on, refer to others, and renew contracts with year after year. The question is: Which of these areas could your MSP improve on today?
