Innovation and agility are words often associated with the young and ambitious. Yet plenty of longtime MSPs have demonstrated that they have the mojo to compete, adapt, and even thrive in difficult times.
In many cases, these pros have accumulated decades of experience along with a deeper understanding of IT problems and solutions. In addition, many work hard to maintain and even expand their technical acumen.
Karl Palachuk
How the marketplace views them is sometimes a different matter. “It used to be, ‘Don’t trust anyone over 30.’ Today, the saying is, ‘OK, Boomer,’” stated Karl W. Palachuk, author and head of Small Biz Thoughts, a leading content and training firm for MSPs.
Palachuk and other longtime MSPs bristled at the concept. “The reality is that active, engaged, intelligent people of all ages exist,” he insisted.
So, what does it take for an MSP to stay vibrant and relevant? What can leaders at all firms learn from these IT veterans? In today’s tech-savvy world of constant change, MSPs must fully leverage their experience and expertise — but also adapt.
Change Happens
Over the last several decades, legacy technologies like MS-DOS, floppy disks, and dot matrix printers were supplanted by cloud computing, smartphone apps, big data, analytics, Zero Trust cybersecurity, and various forms of artificial intelligence (AI).
Bob Coppedge
The takeaway, according to Palachuk: “Your old knowledge is rarely obsolete, but you have to evolve. In the SMB space, we have an advantage because it’s valuable to gain knowledge about a lot of different things. This serves MSPs well, particularly as new technologies come along.”
At best-in-class firms, lessons learned serve as a foundation for success. “Whatever is happening in the industry, the odds are that something similar happened in the past,” noted Bob Coppedge, CEO of Simplex IT, a Stow, OH-based MSP. The trick is to draw upon a pool of knowledge without veering into condescension or disrespect, he advised. “An overdose of perspective turns into baggage.”
Coppedge draws on his longtime MSP experience without hiding his age or presenting himself as the “guy with all the answers.” He also avoids evangelizing.
For example, “A lot of the discussion surrounding AI products is like the ‘Browser Wars’ debate of the ‘90s,” he shared. Instead of promoting a single approach, he focuses on bringing context to the discussion and finding the right technology choices for each SMB client.
At the same time, setting realistic expectations is critical, added Jayson Ferron, CEO of Interactive Security Training, a Maspeth, NY-based consulting and training services firm since 2000.
“There’s a myth that if you have been in business a long time, you automatically understand the client business, you have base lines of all the configurations, and you are an expert in all thing’s computing,” Ferron said.
Jay Ferron
Experience Matters
Accumulated knowledge is a big plus for MSPs. That said, it’s also important to channel your expertise, according to Ferron. Areas such as cloud computing, AI, and cybersecurity require specific knowledge and skillsets. “You must know your limits,” he insisted. “You can’t be an expert in everything.”
Additionally, blindly chasing the latest and hottest trends is a poor recipe for success. Longtime MSPs suggest that it’s better to commit to a core area of specialization, track industry developments, and add new skills methodically and purposefully.
“Know your lane and either invest in a new area of expertise to add to your portfolio or partner with experts that expand your footprint,” Ferron advised.
Another way veteran firms thrive is by staying current with certifications and updating their skillsets. For instance, Palachuk makes it a point to read relevant articles and books, watch videos, and listen to podcasts. “Everyone needs to be a lifelong learner in the world of tech,” he emphasized.
Plus, Ferron said it’s critical to service providers to continue training, attend conferences, read, and, “Develop a formal process to ensure that you’re updating companywide skills.”
Corey Kirkendoll
The Benefit of Wisdom
While youthful exuberance can be great at motivating staff, it sometimes can lead to hasty decisions. So said Corey Kirkendoll, president of 5K Technical Services in the Dallas area.
There are times when a seasoned perspective can make all the difference, he shared. “I recall a situation where a client was eager to implement a cutting-edge solution. While the younger team members were excited to dive in, my experience told me that the technology wasn’t mature enough for their specific needs. I ended up taking a more cautious approach — which saved the client significant downtime and costs.”
Helming the Ship
Seasoned MSPs have a major advantage in knowing how to point everyone in the same direction. “Business owners, technicians, salespeople, office staff, and others must understand their jobs and the broader managed services business model,” Palachuk said.
Likewise, clients should view an MSP as an ally and advocate. At times, this may involve telling clients things they don’t want to hear. It can mean sacrificing short-term profits for a trusted long-term relationship.
“Whether it is auto mechanics, woodworking, or network troubleshooting, every industry has tips and tricks that accomplish two things: they help you solve new problems, and they keep you from making big mistakes,” Palachuk explained. “The longer you’ve been in an industry, the more tips and tricks you have at your disposal.”
Should You Stay or Go?
Our experts shared some key factors that may help in deciding if you’re ready to step away from your MSP:
Good Reasons to Delay Retirement
- Your business enhances your lifestyle and contributes to your well-being.
- You still have valuable expertise to pass along to the next generation of professionals.
Bad Reasons to Stay in Business
- Your lack of work/life balance in your career has strained your personal relationships, so you’re only avoiding being at home with them.
- Financial planning gaps — lack of savings or retirement program for yourself — are signaling that it’s time to consider selling or exiting your business.
Featured image: iStock
