When Nick and I reflected on some of our favourite Ctrl-Alt-Deliver conversations, one theme kept coming up: transparency.
In managed services, success isn’t just about technical skill — it’s about visibility.
If your team isn’t recording their time accurately, you’re flying blind.
We once had an engineer working 60-hour weeks but only logging 40.
On paper, he looked efficient. In reality, he was exhausted — and frustrated that no one noticed.
That’s the cost of hidden work. It damages culture, trust, and profit.
Here’s what we learned to fix it:
✅ Make it okay to ask for help early.
✅ Review any ticket that goes beyond an hour.
✅ Audit projects once they reach 80% of the time budget.
✅ Teach your team that billing is your call — not theirs.
“If it’s not in your timesheet, it didn’t happen.”
That line became our golden rule.
Transparency is about respect — for your people, your clients, and your business.
👉 Ask yourself: Do you really know how your team is spending their time?
🎧 Listen to this special Ctrl-Alt-Deliver reflection episode featuring Nick & Jeni Clift: https://www.buzzsprout.com/2514171/episodes/18079279
🎧 Listen to other episodes: https://www.ctrl-alt-deliver.blog/episodes
When Nick and I reflected on some of our favourite Ctrl-Alt-Deliver conversations, one theme kept coming up: transparency.In managed services, success isn’t just about technical skill — it’s about visibility.If your team isn’t recording their time accurately, you’re flying blind.We once had an engineer working 60-hour weeks but only logging 40.On paper, he looked efficient. In reality, he was exhausted — and frustrated that no one noticed.
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After three decades leading his Adelaide-based MSP, Calvert Technologies, Dean Calvert knows that selling your business isn’t just about timing — it’s about clarity.
When Dean decided to exit, he didn’t jump blindly. He’d already prepared his team, refined his operations, and knew exactly what was coming next: life as a professional EOS Implementer and flight instructor.
As he shared on Ctrl-Alt-Deliver, the hardest part of any transition isn’t the sale — it’s the uncertainty that comes before it.
“If you think you want to exit your business or sell, it will never happen until you know what you're gonna do next.” — Nick Clift
Dean’s story is a reminder that a successful exit begins long before you sign the deal. Build a business that can run without you — and a life that inspires you to let go.
👉 Watch this teaser!
🎧 Listen to the full episode: https://www.buzzsprout.com/2514171/episodes/18040002
🎧 Explore other Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes
After three decades leading his Adelaide-based MSP, Calvert Technologies, Dean Calvert knows that selling your business isn’t just about timing — it’s about clarity.When Dean decided to exit, he didn’t jump blindly. He’d already prepared his team, refined his operations, and knew exactly what was coming next: life as a professional EOS Implementer and flight instructor.
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Every MSP founder has a moment that changes everything. For Greg Sharp, that moment came when one of his engineers accidentally locked the company into a three-year contract that lost money every month.
“We were losing five dollars per month. I can’t blame the person—I can only blame the process.”
That mistake exposed a bigger problem that many MSPs face: too many manual contracts, too many errors, and not enough control. Instead of letting it slide, Greg built a solution. That’s how ZenContract began.
On Ctrl-Alt-Deliver, Greg shared how that frustration became the foundation for an entire business. What started as an internal tool to manage contracts evolved into a global platform helping MSPs automate proposals, agreements, and renewals while reducing human error.
He also explained how legal clarity protects more than profit—it safeguards your future. One of ZenContract’s partners once faced fifteen simultaneous client ransomware incidents. Because their contracts included clear limitation-of-liability clauses, they stayed protected and kept every client.
Greg’s story is a powerful reminder that structure and automation don’t just make life easier; they can save the business you’ve worked hard to build.
What MSPs can take away:
✅ Every pain point hides an opportunity to innovate.
✅ Automation eliminates risk and builds professionalism.
✅ Strong legal frameworks protect both your revenue and reputation.
“We built ZenContract so MSPs never have to learn that lesson the hard way again.” – Greg Sharp
👉 Swipe to find out more!
🎧 Listen to this episode: https://www.buzzsprout.com/2514171/episodes/17999635
🎧 Listen to other Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes
Every MSP founder has a moment that changes everything. For Greg Sharp, that moment came when one of his engineers accidentally locked the company into a three-year contract that lost money every month.“We were losing five dollars per month. I can’t blame the person—I can only blame the process.”That mistake exposed a bigger problem that many MSPs face: too many manual contracts, too many errors, and not enough control. Instead of letting it slide, Greg built a solution. That’s how ZenContract began.
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When Greg Sharp sold his MSP, Base 2, for a ten-times multiple, it wasn’t luck. It was structure, planning, and discipline.
On Ctrl-Alt-Deliver, Greg shared how he and his team prepared their business years in advance—building systems, formalising contracts, and creating a leadership team that could run without them. That preparation transformed what could have been a standard sale into a major success story.
“We got all the contracts resigned onto three-year terms, definitely with an out clause for poor service. We built a management team, and that’s why we ended up with the ten times.”
Greg’s story is a reminder that value isn’t created at the point of sale—it’s built in the years before it. Buyers aren’t looking for founders; they’re looking for repeatable systems, accountable teams, and consistent revenue that doesn’t depend on any one person.
He also spoke about transparency and leadership. His team knew the goal, shared in the journey, and earned a share of the success. That openness, Greg believes, kept the culture strong through the entire process.
Greg’s lessons for MSP owners:
✅ Start preparing early; exits take years, not months.
✅ Build contracts that prove future revenue.
✅ Empower your team to lead without you.
✅ Know the kind of buyer you want and plan for them.
🎧 Listen to this episode: https://www.buzzsprout.com/2514171/episodes/17999635
🎧 Listen to other Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes
When Greg Sharp sold his MSP, Base 2, for a ten-times multiple, it wasn’t luck. It was structure, planning, and discipline.On Ctrl-Alt-Deliver, Greg shared how he and his team prepared their business years in advance—building systems, formalising contracts, and creating a leadership team that could run without them. That preparation transformed what could have been a standard sale into a major success story.
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“The word agreement implies partnership, doesn’t it?”
That one sentence from Greg Sharp, CEO and Founder of ZenContract, perfectly captures how MSPs should approach their client relationships.
In his conversation with Jeni and Nick Clift on Ctrl-Alt-Deliver, Greg explained that clarity in agreements is not about control or limitation, but about building confidence between both sides.
Too often, MSPs see contracts as formalities. Greg believes they are foundations. A clear agreement doesn’t restrict a relationship—it strengthens it. It sets expectations, defines responsibilities, and creates mutual understanding before challenges appear.
He reminds us that professionalism is a form of service. When your clients see you present an agreement that’s clear, fair, and easy to understand, they immediately sense structure and reliability. That’s how trust begins.
“If you’re providing bad service, people can get out. And that’s how it should be.” – Greg Sharp
Key insights from Greg’s episode:
✅ Clarity builds confidence for both the MSP and the client.
✅ Well-structured agreements define partnership, not control.
✅ Professionalism and transparency are the real trust builders.
🎧 Listen to this episode: https://www.buzzsprout.com/2514171/episodes/17999635
🎧 Listen to other Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes
“The word agreement implies partnership, doesn’t it?”That one sentence from Greg Sharp, CEO and Founder of ZenContract, perfectly captures how MSPs should approach their client relationships.In his conversation with Jeni and Nick Clift on Ctrl-Alt-Deliver, Greg explained that clarity in agreements is not about control or limitation, but about building confidence between both sides.
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Offshore outsourcing has long divided the MSP industry. Some see it as cost-cutting, others as risky. But for James Vickery, who has spent 14+ years pioneering global service teams, the real key isn’t cost — it’s culture.
👉 “It’s one team. If you treat them differently, they’ll behave differently.” – James Vickery
Breaking the “Us vs. Them” Mentality
Too many MSPs separate “local staff” and “offshore staff.” James argues that this mindset creates division, lowers morale, and undermines performance. Offshore only works when everyone is treated as part of the same team.
Why Redundancy Matters
Hiring one offshore staff member won’t solve your problems. True offshore success requires building teams with redundancy — ensuring coverage when people are sick, on leave, or unavailable. That consistency is what gives clients 24/7 dependability.
Don’t Transfer Problems Offshore
James warns MSPs against a common mistake: shifting broken processes overseas.
If you can’t manage tickets effectively locally, offshore won’t fix it.
If your culture is weak, offshore magnifies the cracks.
Offshore works only when paired with strong leadership, communication frameworks, and accountability.
Culture Drives Success
Many offshore staff respect authority more strongly than Western counterparts. Without systems that encourage feedback, important issues may stay hidden. James recommends frameworks like daily huddles, morale surveys, and clear value discussions to bring every voice into the conversation.
Sales Still Powers Growth
Even with perfect teams, MSPs only grow when leaders step away from escalation work and focus on sales. Offshore is a way to free leaders to sell, not a shortcut to avoid it.
Key Lessons for MSPs
✅ Offshore is about culture, not cost.
✅ Redundancy ensures dependability.
✅ Don’t push broken processes offshore.
✅ Culture and communication make or break global teams.
✅ Sales remains the growth engine.
Why This Matters Now
With labor shortages worldwide, offshore teams are no longer optional — they’re a competitive advantage. But done wrong, they can damage trust and culture. Done right, they can unlock scale and resilience.
📅 Listen to the full conversation with James Vickery on Ctrl-Alt-Deliver — releasing Monday, 6 October 2025 | 8 AM WITA | 11 AM AEST.
👉 Connect with James on LinkedIn: James Vickery
🌐 Learn more about Benchmark 365: benchmark365.com
Offshore outsourcing has long divided the MSP industry. Some see it as cost-cutting, others as risky. But for James Vickery, who has spent 14+ years pioneering global service teams, the real key isn’t cost — it’s culture.👉 “It’s one team. If you treat them differently, they’ll behave differently.” – James Vickery
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On Tuesday, 7 October 2025, Chronicle officially began its journey with the Entrepreneurial Operating System (EOS) — a structured framework designed to help organizations clarify their vision, gain traction, and strengthen team health. The first EOS session was facilitated by Jeni and Nick Clift, certified EOS trainers known for their engaging and results-driven approach to leadership transformation.
This inaugural session marked a major milestone for Chronicle, as the company continues to evolve and scale under the leadership of Matthew Borowski, Founder and CEO at Chronicle. The EOS framework will serve as a guiding foundation for aligning strategy, execution, and culture across the organization.
EOS is more than just a management tool — it’s a mindset shift. Throughout the first session, the Chronicle team explored the six key components of EOS: Vision, People, Data, Issues, Process, and Traction. With open discussions and practical exercises, participants reflected on where the business stands today and where it aims to go next.
Guided by Jeni and Nick Clift, the team gained new insights into building clarity around shared goals and improving accountability at every level of the company. The atmosphere was dynamic and collaborative, with each team member contributing unique perspectives that will help shape Chronicle’s growth trajectory in the months ahead.
Representing Chronicle, the full leadership and operations team participated in the session:
Each participant brought valuable insight into their respective areas of responsibility, helping to establish a shared understanding of Chronicle’s priorities and future direction.
From Tenassia, Bagus, Marketing Assistant, joined the session to observe and support the process. His presence highlights Tenassia’s role in facilitating collaboration and fostering leadership growth among its partner organizations.
This first EOS session was filled with energy, honesty, and excitement. Through a combination of self-assessment, guided discussion, and vision-building, the Chronicle team began laying the groundwork for more effective communication and stronger alignment between leadership and operational teams.
For Tenassia, this collaboration reflects an ongoing commitment to empowering teams and leaders through structured, people-centered growth initiatives. By supporting organizations like Chronicle in their EOS journey, Tenassia continues to play a key role in developing leadership capability, team health, and long-term organizational success.
As Chronicle continues through its EOS implementation, the focus will shift toward translating vision into measurable goals, creating accountability structures, and embedding EOS principles into daily operations. The journey has only just begun, but the enthusiasm and clarity shown during this first session set a strong foundation for what’s to come.
Together, Chronicle and Tenassia are building not just systems — but sustainable growth, stronger teams, and a shared vision for impact.
About Tenassia
Tenassia partners with organizations to drive growth, alignment, and cultural transformation through leadership development, operational frameworks, and people-centric strategies. Learn more at www.tenassia.com.
On Tuesday, 7 October 2025, Chronicle officially began its journey with the Entrepreneurial Operating System (EOS) — a structured framework designed to help organizations clarify their vision, gain traction, and strengthen team health. The first EOS session was facilitated by Jeni and Nick Clift, certified EOS trainers known for their engaging and results-driven approach to leadership transformation. This inaugural session marked a major milestone for Chronicle, as the company continues to evolve and scale under the leadership of Matthew Borowski, Founder and CEO at Chronicle. The EOS framework will serve as a guiding foundation for aligning strategy, execution, and culture across the organization.
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Dashboards. KPIs. SLA charts. MSPs love their data. But according to James Vickery, what clients really want isn’t more numbers — it’s dependability.
“If it’s got a cable, a blinking light, or an IP address — it’s our problem, not theirs.” – James Vickery
Clients outsource IT to avoid stress. If they’re constantly chasing you for updates, you’ve already lost. Dependability means:
It’s not about how many metrics you can display. It’s about building trust through reliability.
Dependability requires people. No matter how much AI or automation you deploy, someone still has to respond, resolve, and reassure. For James, staffing is the foundation of client service.
Understaffing creates longer queues, poor follow-up, and frustrated clients — which no KPI dashboard can hide.
James points out a surprising truth: up to 60% of MSP work is administrative.
If your high-paid engineers are stuck doing admin, you’re not just wasting their time — you’re slowing down your business.
Drawing from industry veterans like Carl Ekk, James recommends a 1:1 ratio of admin/dispatcher to technical roles. This ensures:
✅ Dependability builds loyalty — dashboards don’t.
✅ Understaffing breaks client trust.
✅ Admin roles are essential, not optional.
✅ A balanced team structure drives efficiency.
As wages rise and service commoditization accelerates, MSPs that rely too heavily on automation risk losing the human connection. Dependability — powered by people — is still the foundation of long-term client success.
📅 Listen to the full conversation with James Vickery on Ctrl-Alt-Deliver — releasing Monday, 6 October 2025 | 8 AM WITA | 11 AM AEST.
👉 Connect with James on LinkedIn: James Vickery
🌐 Learn more about Benchmark 365: benchmark365.com
Dashboards. KPIs. SLA charts. MSPs love their data. But according to James Vickery, what clients really want isn’t more numbers — it’s dependability.“If it’s got a cable, a blinking light, or an IP address — it’s our problem, not theirs.” – James Vickery
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Artificial Intelligence is the buzzword of the decade. In every industry, AI promises faster workflows, smarter tools, and leaner teams. But for Managed Service Providers (MSPs), AI isn’t a magic fix — it’s a pressure cooker.
James Vickery, CEO of Benchmark 365, has spent decades building, scaling, and supporting MSPs. His message is simple:
👉 AI is raising client expectations, but the real difference between low and high-performing MSPs is sales.
“Even though a lot of MSPs can’t just AI everything for various reasons, the market perception will be you need to go faster.” – James Vickery
The challenge? Many MSPs can’t deploy AI broadly due to security risks, compliance requirements, or client trust. But that doesn’t stop clients from expecting quicker results. AI has shifted perception — and perception shapes reality in business.
James has studied more than 2,000 MSPs worldwide. His conclusion:
👉 The biggest gap between high performers and low performers isn’t technical ability. It’s their ability to sell consistently.
Sales is what drives growth, margin, and the ability to reinvest in people and systems.
MSPs that scale aren’t those with the best engineers — they’re the ones with leaders who can step away from the helpdesk. Owners who are still buried in tickets can’t sell effectively, and without sales, the business stagnates.
✅ AI raises expectations — speed is now non-negotiable.
✅ You can’t AI everything — trust and security still matter most.
✅ Sales is the real performance gap.
✅ Leaders must focus on growth, not daily firefighting.
As AI continues to dominate headlines, MSP leaders face a choice: chase hype or build fundamentals. James’ advice? Don’t confuse tools with growth. AI might buy you speed, but only sales buys you tomorrow.
📅 Listen to the full conversation with James Vickery on Ctrl-Alt-Deliver — releasing today!
👉 Connect with James on LinkedIn: James Vickery
🌐 Learn more about Benchmark 365: benchmark365.com
Artificial Intelligence is the buzzword of the decade. In every industry, AI promises faster workflows, smarter tools, and leaner teams. But for Managed Service Providers (MSPs), AI isn’t a magic fix — it’s a pressure cooker.James Vickery, CEO of Benchmark 365, has spent decades building, scaling, and supporting MSPs. His message is simple:👉 AI is raising client expectations, but the real difference between low and high-performing MSPs is sales.
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The MSP industry loves the word “automation.” It’s efficient, scalable, and often seen as the ultimate goal. But in Brian Dosal’s view, when it comes to EOS (Entrepreneurial Operating System), automation can become a trap.
Brian explains: “The point of having the number is that you press this is it and you own it. Entering the number takes two seconds — if the team is lazy, that’s a people problem, not a system problem.”
At BrightGauge, and later with Reti, Brian saw how easy it was for teams to request automated scorecards. But automation removed something vital: ownership. When team members manually entered their numbers, they were taking responsibility. They couldn’t point fingers at the system or blame an integration. They owned the metric — good or bad.
That accountability changed the tone of leadership meetings. Instead of debating whether the number was “right,” conversations focused on how to improve it. Responsibility fueled growth.
Brian’s story is a reminder that automation has limits. In some cases, the fastest way isn’t the best way. True progress comes from people stepping up, taking ownership, and being held accountable.
In the end, EOS works best not because of the system, but because of the people behind it.
✅ Listen here: Buzzsprout Podcast Episodes
🌐 Find more episodes: Ctrl-Alt-Deliver Blog
The MSP industry loves the word “automation.” It’s efficient, scalable, and often seen as the ultimate goal. But in Brian Dosal’s view, when it comes to EOS (Entrepreneurial Operating System), automation can become a trap.Brian explains: “The point of having the number is that you press this is it and you own it. Entering the number takes two seconds — if the team is lazy, that’s a people problem, not a system problem.”
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When Brian Dosal reflects on the companies he’s built — from an MSP, to BrightGauge, to now Reti — one theme runs through them all: culture.
“Happy people create happy services, and then that just, it compounds from there.”
The MSP world is not easy. Teams are under constant pressure from demanding clients, urgent tickets, and high stakes. But Brian learned early that the way to keep clients happy is to start with your team. If employees feel connected, supported, and proud of their work, they’ll show up for clients — even on tough days.
Nick Clift agrees: “If you’ve got that tight knit team, even if you have a couple of bad customer issues, they leverage off each other. People feel supported internally, which means they can then support the client.”
At BrightGauge, culture was intentional. The team built camaraderie through celebrations, recognition, and fun traditions — not just perks, but shared experiences. Brian knew that by creating a place people loved to work, he was indirectly building a company clients would love to work with.
It’s a multiplier effect. Strong culture → motivated employees → consistent client care → long-term business growth.
For MSP leaders, it’s a simple but powerful story: if you want happy clients, invest in happy people.
✅ Listen here: Buzzsprout Podcast Episodes
🌐 Find more episodes: Ctrl-Alt-Deliver Blog
When Brian Dosal reflects on the companies he’s built — from an MSP, to BrightGauge, to now Reti — one theme runs through them all: culture.“Happy people create happy services, and then that just, it compounds from there.”
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In the early days of MSP reporting, Brian Dosal often found himself frustrated. Every month he had to pull data from clunky SQL databases, paste charts into Word docs, and send clients thick reports filled with numbers and jargon.
The problem? Clients weren’t reading them.
Brian recalls: “MSPs are selling insurance — you’re selling insurance to make sure nothing goes down.” And like any insurance policy, clients only want to know one thing: “Am I covered?”
That realization was the spark for BrightGauge. Instead of producing 800-page reports, Brian and his team built a tool to create simple, executive-level summaries. Reports that looked clean, made sense, and gave clients confidence.
The lesson Brian carried forward was clear: when you simplify, you win trust. MSPs who overcomplicate their reporting are trying to prove value through volume. But value is proven through clarity.
It’s a reminder that technology is a service, not a spreadsheet. And the best service is the one clients understand.
✅ Listen here: Buzzsprout Podcast Episodes
🌐 Find more episodes: Ctrl-Alt-Deliver Blog
In the early days of MSP reporting, Brian Dosal often found himself frustrated. Every month he had to pull data from clunky SQL databases, paste charts into Word docs, and send clients thick reports filled with numbers and jargon.The problem? Clients weren’t reading them.Brian recalls: “MSPs are selling insurance — you’re selling insurance to make sure nothing goes down.” And like any insurance policy, clients only want to know one thing: “Am I covered?”
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Not every business exit is planned. Sometimes life makes the decision for you.
Kerry Boulton calls these moments the Five Ds:
💬 “Every business should be ready for sale at any time, because you never know when the Alan Bond moment or the Five Ds will come along.” – Kerry Boulton
When one of the Five Ds hits, the impact can be devastating — for the founder, the family, and the team. Without preparation, you can be forced to sell at a fraction of true value, or worse, leave behind chaos.
By planning for the worst, you actually create the conditions for the best: a business that’s stronger, more resilient, and more valuable.
👉 Read the full story in Kerry’s episode
🎧 Listen on Ctrl-Alt-Deliver: https://www.buzzsprout.com/2514171/episodes/17881546
🌐 Explore all episodes: https://www.ctrl-alt-deliver.blog/episodes
Not every business exit is planned. Sometimes life makes the decision for you.Kerry Boulton calls these moments the Five Ds: Death, Divorce, Disagreement, Disaster, and Disease.
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Most owners focus on today’s challenges: clients, staff, and growth. But few step back to ask: what’s the end game?
💬 As Kerry Boulton reminded us: “Begin with the end in mind. What’s the end game? You can change your mind somewhere along the line, but at some stage we all exit our businesses — because as we all live and breathe, human, and we won’t one day.”
Every business will face an end. That might be a sale, a succession, or a closure — but it’s coming whether you plan for it or not. Owners who prepare early have more control, more value, and more options.
Exit planning isn’t about locking yourself in. It’s about creating optionality — so when the right opportunity comes along, you’re ready.
👉 Read the full story in Kerry’s episode
🎧 Listen on Ctrl-Alt-Deliver: https://www.buzzsprout.com/2514171/episodes/17881546
🌐 Explore all episodes: https://www.ctrl-alt-deliver.blog/episodes
Most owners focus on today’s challenges: clients, staff, and growth. But few step back to ask: what’s the end game?💬 As Kerry Boulton reminded us: “Begin with the end in mind. What’s the end game? You can change your mind somewhere along the line, but at some stage we all exit our businesses — because as we all live and breathe, human, and we won’t one day.”
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One of the biggest risks in business ownership is building something that only works when you are in the middle of it.
If you’re the rainmaker, the decision-maker, and the one with all the knowledge, your business isn’t an asset — it’s a dependency.
As exit strategy coach Kerry Boulton explained on Ctrl-Alt-Deliver:
💬 “You need it to be able to run without you.”
When buyers (or even successors) evaluate a business, they’re not looking at how much the founder knows. They’re looking at how well the business runs without them. The more the business depends on you, the less valuable it is.
Creating a you-proof business doesn’t just prepare you for an eventual sale — it also gives you freedom while you still own it.
👉 Read the full story in Kerry’s episode
🎧 Listen on Ctrl-Alt-Deliver: https://www.buzzsprout.com/2514171/episodes/17881546
🌐 Explore all episodes: https://www.ctrl-alt-deliver.blog/episodes
One of the biggest risks in business ownership is building something that only works when you are in the middle of it.If you’re the rainmaker, the decision-maker, and the one with all the knowledge, your business isn’t an asset — it’s a dependency.As exit strategy coach Kerry Boulton explained on Ctrl-Alt-Deliver:💬 “You need it to be able to run without you.”
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Most MSPs obsess over client acquisition and retention. But what happens when a client leaves? Too often, the process is treated as an afterthought — or worse, as a battle.
On Ctrl-Alt-Deliver, Oscar Clift warns against this approach. “The worst thing you can do is make it difficult for a client to leave,” he says. Obstacles, withheld information, or poor cooperation don’t just damage your reputation — they close the door on future opportunities.
The reality is, many clients leave with doubts. Some are swayed by the promise of greener pastures. Others are pressured by new decision-makers. But if the onboarding with their new provider goes badly, they may quickly regret their move. If you’ve made their exit smooth, professional, and respectful, you’ve kept the option open for them to come back.
Nick Clift echoes this from his own MSP experience. By keeping offboarding cooperative — sharing necessary documentation, supporting transitions, and staying professional — his business saw government clients return years later. They remembered the ease of the exit and the quality of the relationship, even after moving away.
For MSPs, the takeaway is simple: treat offboarding as another stage in the client lifecycle, not the end of it. Handle it with the same professionalism you’d expect if the roles were reversed.
By doing so, you preserve trust, reputation, and the possibility that today’s goodbye may be tomorrow’s “welcome back.”
🎧 Listen to the full conversation with Oscar Clift here: https://www.buzzsprout.com/2514171/episodes/17843468 🌐 Explore more Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes
Most MSPs obsess over client acquisition and retention. But what happens when a client leaves? Too often, the process is treated as an afterthought — or worse, as a battle.On Ctrl-Alt-Deliver, Oscar Clift warns against this approach. “The worst thing you can do is make it difficult for a client to leave,” he says. Obstacles, withheld information, or poor cooperation don’t just damage your reputation — they close the door on future opportunities.
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Most MSPs shy away from charging for onboarding. The fear? That a price tag on setup will scare away new clients. But as Oscar Clift argues on Ctrl-Alt-Deliver, this mindset undervalues one of the most important stages in the client relationship.
“Onboarding is time consuming and expensive,” Oscar explains. “It’s your first impression with a client. Attach value to it.”
When onboarding is presented as a free add-on, clients often view it as administrative overhead — something to rush through before the “real work” begins. By charging for it, MSPs not only recover costs but also signal that onboarding is a professional, strategic process worth investment.
Oscar shares how onboarding fees can become a flexible tool in negotiations. Want to secure a three-year contract? Waive the onboarding fee as an incentive. Need to win over a hesitant client? Discount it without removing it entirely. In every case, the key is to position onboarding as a service with measurable value.
The benefits extend beyond finance. Charging reinforces to clients that their onboarding will be handled carefully and systematically. It sets expectations for clear communication, regular updates, and a smooth handover from sales to service. And it sends a message: we’re serious about making this relationship work from day one.
For MSP leaders, Oscar’s advice is a reminder to look beyond the fear of “barriers” and see the opportunity in differentiation. When you charge for onboarding, you’re not just covering your time — you’re reinforcing trust and professionalism.
🎧 Listen to the full conversation with Oscar Clift here: https://www.buzzsprout.com/2514171/episodes/17843468
🌐 Explore more Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes
Most MSPs shy away from charging for onboarding. The fear? That a price tag on setup will scare away new clients. But as Oscar Clift argues on Ctrl-Alt-Deliver, this mindset undervalues one of the most important stages in the client relationship.“Onboarding is time consuming and expensive,” Oscar explains. “It’s your first impression with a client. Attach value to it.”
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When you think about an MSP’s success, you probably picture technology, uptime, or service desk metrics. But according to Oscar Clift — Service Delivery Manager at Morphability — the most important factor is often overlooked: the first impression.
Onboarding, whether for a new employee or a new client, sets the tone for everything that follows.
As Jeni Clift shares on this episode of Ctrl-Alt-Deliver, many businesses put more effort into celebrating departures than arrivals. “The worst thing you can do is make the best day their last day,” she says. “Why don’t we celebrate people when they start? Give them a gift, make it special, so they go home on their first day thinking, ‘wow, that was awesome.’”
Oscar builds on this point with his focus on structured processes. For him, a plan in your head is never enough. “It falls apart the second something goes wrong. A written, structured plan keeps onboarding on track.”
The conversation makes clear that onboarding is about more than efficiency. It’s about reassurance. New clients often sign contracts while still wondering if they’ve made the right decision. New employees wonder if they’ve joined the right company. Every detail — from a welcome gift to a clear communication plan — either builds confidence or undermines it.
So what can MSPs do?
Onboarding is the first real opportunity to prove that you deliver more than technology — you deliver care, trust, and partnership.
🎧 Listen to the full conversation with Oscar Clift here: https://www.buzzsprout.com/2514171/episodes/
🌐 Explore more Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes
When you think about an MSP’s success, you probably picture technology, uptime, or service desk metrics. But according to Oscar Clift — Service Delivery Manager at Morphability — the most important factor is often overlooked: the first impression.Onboarding, whether for a new employee or a new client, sets the tone for everything that follows.
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Running an MSP is rewarding — but it can also be lonely. Owners juggle client demands, vendor relationships, and the challenge of scaling, often without peers who truly understand their struggles.
On the Ctrl-Alt-Deliver Podcast, David Bugeja shared what he’d do first if he were starting an MSP today: join a community.
“If I were starting an MSP today, the first thing I’d do is plug into the community — peer groups like SMBiT Pro, GTIA, IT Nation. They give you knowledge and support you can’t build alone.” – David Bugeja
For David, the strength of the Australian MSP ecosystem comes from openness and collaboration. Even competitors share knowledge and support one another’s success.
Nick Clift underlined the value of having peers to learn from:
“You don’t want to be the smartest person in the room. If you are, find a new room.”
And Jeni Clift pointed out why communities matter for business owners:
“Entrepreneurship can be lonely. Communities like this give you the support you need and the reminder you’re not on your own.”
The lesson is clear: no MSP should try to succeed in isolation. Communities provide not just knowledge and ideas, but also the reassurance that others face the same challenges.
Takeaway: The strongest MSPs aren’t the ones who go it alone. They’re the ones who lean into community for shared knowledge, support, and growth.
🎧 Listen to the full episode with David Bugeja on the Ctrl-Alt-Deliver Podcast here: https://www.buzzsprout.com/2514171/episodes/17805059
Running an MSP is rewarding — but it can also be lonely. Owners juggle client demands, vendor relationships, and the challenge of scaling, often without peers who truly understand their struggles.On the Ctrl-Alt-Deliver Podcast, David Bugeja shared what he’d do first if he were starting an MSP today: join a community.
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Automation has already transformed MSPs. But what’s next?
In our conversation with Aaron Lake, co-host Nick Clift shared a bold vision:
💬 “The next theory is we’ll build software that doesn’t even have human interface — agent to agent, like APIs, but much more sophisticated.” – Nick Clift
Imagine a future where systems talk to each other seamlessly — without human intervention. This would mean faster fixes, fewer errors, and new levels of efficiency.
But Aaron reminded us: automation should never replace the human element of service delivery.
Takeaway: The MSPs that thrive will be those who embrace automation to scale efficiency — while doubling down on the client relationships that only humans can build.
👉 Don’t miss the full episode with Aaron Lake to explore the future of MSP automation and service delivery. 🎧 Buzzsprout: https://www.buzzsprout.com/2514171/episodes/17805059
🌐 Website: https://www.ctrl-alt-deliver.blog/episodes
Automation has already transformed MSPs. But what’s next?In our conversation with Aaron Lake, co-host Nick Clift shared a bold vision:💬 “The next theory is we’ll build software that doesn’t even have human interface — agent to agent, like APIs, but much more sophisticated.” – Nick Clift
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Anyone who’s ever tried to teach knows the temptation: it’s faster to just do it yourself.
But as Jeni Clift shared in our conversation with Aaron Lake, that approach doesn’t actually help anyone grow.
💬 “I have to learn to teach by sitting on my hands. You can’t teach if you’re the one driving the mouse.” – Jeni Clift
In MSPs, teaching isn’t just about training staff — it’s also about guiding clients. Whether it’s showing a client how to use new software or coaching a junior tech through a troubleshooting process, real teaching requires patience.
Aaron echoed this mindset in his leadership at Imagine Now IT. By empowering people instead of taking control, he’s seen his team develop resilience and ownership.
Takeaway: In MSPs, building capacity in your team and your clients is more valuable than a quick fix. Step back, let them try, and guide with patience.
👉 Catch the full episode with Aaron Lake for practical lessons in leadership and service delivery.
🎧 Buzzsprout: https://www.buzzsprout.com/2514171/episodes/17805059
🌐 Website: https://www.ctrl-alt-deliver.blog/episodes
Anyone who’s ever tried to teach knows the temptation: it’s faster to just do it yourself.But as Jeni Clift shared in our conversation with Aaron Lake, that approach doesn’t actually help anyone grow.💬 “I have to learn to teach by sitting on my hands. You can’t teach if you’re the one driving the mouse.” – Jeni Clift
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When a client calls their MSP with a problem, it’s rarely just about technology. It’s about stress, money, and the people who are waiting on a solution.
That’s why Aaron Lake, General Manager at Imagine Now IT, calls empathy in service delivery a “virtual hug.”
💬 “I call it a virtual hug. When someone comes to us with a problem, they may be stressed, staff are waiting, money’s on the line. Even if you know the fix right away — you’ve got to listen.” – Aaron Lake
For Aaron, the real value isn’t in jumping straight to the answer. It’s in slowing down and making sure the client feels heard.
Takeaway: Your clients may never remember exactly how quickly you solved the issue. But they will always remember how you made them feel during the crisis.
👉 Listen to the full episode with Aaron Lake for more insights on empathy in MSPs.
🎧 Buzzsprout: https://www.buzzsprout.com/2514171/episodes/
🌐 Website: https://www.ctrl-alt-deliver.blog/episodes
When a client calls their MSP with a problem, it’s rarely just about technology. It’s about stress, money, and the people who are waiting on a solution.That’s why Aaron Lake, General Manager at Imagine Now IT, calls empathy in service delivery a “virtual hug.”
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On August 22nd, 2025, Tenassia had the privilege of partnering with Handshakes to deliver their leadership retreat at the beautiful Four Points by Sheraton, Ungasan, Bali.
The retreat, themed “Handshakes: Stronger Together”, focused on three key pillars:
The agenda was carefully designed to create space for reflection, collaboration, and practical steps toward stronger leadership:
Through a balance of interactive workshops and engaging outdoor activities, the Handshakes AI team reconnected, strengthened trust, and built alignment around their leadership culture.
As CEO Daryl Neo expressed:
“This retreat was illuminating for the company, reminding us that leadership is not about breakthroughs, but about honest steps we take together.”
These words perfectly capture the spirit of the day — not chasing dramatic shifts, but embracing steady, authentic progress in how leaders connect and collaborate.
This retreat would not have been possible without:
Most importantly, our thanks go to the Handshakes AI team, whose openness, energy, and willingness to grow made the day a success.
At Tenassia, we believe leadership is a journey — and it’s one best taken together. We are proud to have walked alongside Handshakes AI as they continue building a culture of trust, alignment, and growth.
Here’s to stronger leadership, stronger teams, and stronger futures.
💡🤝 Tenassia – Shaping leader, driving results.
On August 22nd, 2025, Tenassia had the privilege of partnering with Handshakes to deliver their leadership retreat at the beautiful Four Points by Sheraton, Ungasan, Bali.The retreat, themed “Handshakes: Stronger Together”, focused on three key pillars:Building Trust; Aligning Leadership; Growing as One Team
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AI dominates industry headlines. Clients are asking about it, employees are nervous about it, and every MSP is wondering how to use it. But what’s the right way to frame AI in managed services?
On the Ctrl-Alt-Deliver Podcast, David Bugeja offered a refreshing perspective: AI isn’t about replacing people. It’s about giving time back.
“AI isn’t here to replace us. If we can gain time back from using AI smarter, that’s where the value lies. For MSPs, the pitch should be: this gives you time back, not takes jobs away.” – David Bugeja
This shift in perspective resonated with hosts Jeni and Nick Clift.
“Framing AI as making us more efficient so we can be more creative — that’s where the opportunity really is.” – Jeni Clift
“Right now, it’s more about using AI internally to streamline and optimize. The external products will come later.” – Nick Clift
The reality is that AI tools are still evolving. But MSPs don’t need to wait. By adopting AI internally to reduce busywork and improve efficiency, they can free their teams to focus on client care, strategy, and innovation.
Takeaway: The best way to talk about AI with clients and teams is simple: it’s not here to take jobs away. It’s here to give time back.
🎧 Hear the full discussion with David Bugeja on the Ctrl-Alt-Deliver Podcast here: https://www.ctrl-alt-deliver.blog/episodes
AI dominates industry headlines. Clients are asking about it, employees are nervous about it, and every MSP is wondering how to use it. But what’s the right way to frame AI in managed services? On the Ctrl-Alt-Deliver Podcast, David Bugeja offered a refreshing perspective: AI isn’t about replacing people. It’s about giving time back.
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In the managed services world, vendors are often treated as interchangeable. Products can look similar, pricing pressures are constant, and many MSPs fall into the trap of treating vendors like commodities.
But according to David Bugeja, General Manager at Manage Protect, that mindset can hold an MSP back. On the Ctrl-Alt-Deliver, David explained why the strongest vendor–MSP relationships are built on something deeper.
“The most successful relationships I’ve seen between vendors and MSPs aren’t about the cheapest pricing or even the right product. They’re built on shared goals and a commitment to grow together.” – David Bugeja
This resonated with hosts Nick and Jeni Clift, who recalled how their MSP grew by treating vendors as trusted partners.
“Too often MSPs treat vendors as just another commodity. But think about how you want your clients to treat you — you should treat your vendors the same way.” – Nick Clift
When MSPs invest in building trust, they gain more than a product. They gain access to knowledge, strategy, and support that strengthens their own service delivery. And just as MSPs want clients to see them as strategic partners, they should extend the same mindset to their vendors.
Takeaway: Success doesn’t come from squeezing vendors on price. It comes from building long-term, trust-based partnerships that help MSPs thrive.
🎧 Listen to the full conversation with David Bugeja on the Ctrl-Alt-Deliver Podcast here:
https://www.ctrl-alt-deliver.blog/episodes
In the managed services world, vendors are often treated as interchangeable. Products can look similar, pricing pressures are constant, and many MSPs fall into the trap of treating vendors like commodities.But according to David Bugeja, General Manager at Manage Protect, that mindset can hold an MSP back. On the Ctrl-Alt-Deliver, David explained why the strongest vendor–MSP relationships are built on something deeper.
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When you’re building a new MSP, it’s natural to focus on survival. Clients come first, and internal processes often take a back seat. But as Scott Jefferis discovered, that approach has limits.
Five years after co-founding RevolveIT, Scott admits the one thing he would do differently is committing to processes and documentation from day one.
Early on, he and his co-founder managed everything themselves. They knew each client’s setup, every password, and every issue inside out. But as the business grew, the cracks appeared. Onboarding new staff became slower, and lack of documentation meant valuable knowledge stayed locked in the founders’ heads.
“If I were starting again today, I’d make sure our processes and documentation were solid from day one. It feels boring in the moment, but it’s the foundation for scaling sustainably.” – Scott Jefferis
This is a common challenge in MSPs: short-term firefighting feels urgent, while documentation feels optional. But Scott stresses that processes are what allow you to scale without collapsing under the weight of growth.
He also highlighted that processes don’t have to be written by the founders alone. Often, someone in the business actually enjoys documentation — and letting them own it frees up leadership to focus on strategy.
Processes may feel tedious, but they’re the backbone of sustainable MSP growth. Without them, every new hire slows you down. With them, you unlock true scalability.
🎧 Hear the full conversation with Scott Jefferis on Spotify, Apple Podcasts, Podcast Index, Castro & more:
👉 https://www.buzzsprout.com/2514171/episodes/17725975
When you’re building a new MSP, it’s natural to focus on survival. Clients come first, and internal processes often take a back seat. But as Scott Jefferis discovered, that approach has limits.Five years after co-founding RevolveIT, Scott admits the one thing he would do differently is committing to processes and documentation from day one.
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For many MSPs, Service Level Agreements (SLAs) can feel like a constant balancing act. Clients expect quick resolutions, but rushing to meet unrealistic expectations can drain profitability and burn out your team.
Scott Jefferis, Director of RevolveIT, has learned that the key to SLAs isn’t just about speed — it’s about clarity and education.
Rather than waiting for problems to arise, Scott takes a proactive approach. When RevolveIT onboards a new client, he personally runs an all-staff session to explain:
“One of the key things I do is personally run all-staff onboarding meetings with new clients. I set expectations up front around what’s urgent, what our obligations are, and what theirs are. That clarity helps us keep clients happy while still protecting profitability.” – Scott Jefferis
This approach has two major benefits:
Scott even shared that when clients refuse to follow these processes, the relationship often breaks down — proving that alignment is non-negotiable for long-term success.
SLAs are a partnership, not just a contract. By setting expectations early and educating clients, MSPs can deliver better service while staying profitable.
🎧 Catch the full episode with Scott Jefferis on Spotify, Apple Podcasts, Podcast Index, Castro & more:
👉 https://www.buzzsprout.com/2514171/episodes/17725975
For many MSPs, Service Level Agreements (SLAs) can feel like a constant balancing act. Clients expect quick resolutions, but rushing to meet unrealistic expectations can drain profitability and burn out your team. Scott Jefferis, Director of Revolve IT, has learned that the key to SLAs isn’t just about speed — it’s about clarity and education.
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When most people think about rapid growth, they imagine getting everything right from day one. For Scott Jefferis, Director of Revolve IT, the truth is very different.
Scott co-founded Revolve IT in 2020, right at the start of the pandemic. Launching a new MSP during lockdown could have been a recipe for failure. Instead, in just five years, Revolve IT has grown from zero to $2.4 million, with 20% being their smallest growth year.
So what’s his secret? It isn’t about chasing perfection — it’s about learning from the mistakes he made earlier in his career.
“Our growth was 20% in our smallest year. We went from zero to about $2.3–2.4 million this year. A big part of that came from learning from my early mistakes—knowing what not to do.” – Scott Jefferis
Scott had already built experience in the MSP world, including time in peer groups, where he saw firsthand what worked and what didn’t. By the time Revolve IT launched, he knew which pitfalls to avoid, which processes to prioritize, and how to plan strategically rather than just reactively.
Failure is a teacher. Every MSP leader will make mistakes, but the real growth comes when you turn those mistakes into strategy for the future.
🎧 Listen to the full episode with Scott Jefferis on Spotify, Apple Podcasts, Podcast Index, Castro & more:
👉 https://www.buzzsprout.com/2514171/episodes/17725975
When most people think about rapid growth, they imagine getting everything right from day one. For Scott Jefferis, Director of Revolve IT, the truth is very different.Scott co-founded Revolve IT in 2020, right at the start of the pandemic. Launching a new MSP during lockdown could have been a recipe for failure. Instead, in just five years, Revolve IT has grown from zero to $2.4 million, with 20% being their smallest growth year.So what’s his secret? It isn’t about chasing perfection — it’s about learning from the mistakes he made earlier in his career.
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For most businesses, a building collapse would mean days — even weeks — of disruption.
For TribeTech, it was barely a bump in the road.
During a client meeting, CEO Scott Atkinson received two texts from his team just ten minutes apart:
Construction work next door had undermined the foundation of their Sydney office. Within 20 minutes, half the building was gone.
They lost all their on-site equipment and personal items — but not their ability to serve clients.
“The next day, business kept going — because we were cloud-ready,” Scott explained on the Ctrl-Alt-Deliver Podcast.
Here’s why TribeTech could keep operating:
For Scott, the lesson is clear: disaster recovery isn’t a PDF plan sitting on a shelf — it’s designing your business so it can function from anywhere, at any time.
Takeaway: A truly cloud-ready business can survive almost anything, from local outages to full-scale disasters.
🎧 Hear the full story from Scott Atkinson on the Ctrl-Alt-Deliver Podcast — available on Spotify, Apple Podcasts, Podcast Index, Castro, and more.
👉 https://www.buzzsprout.com/2514171/episodes/17685150
For most businesses, a building collapse would mean days — even weeks — of disruption.For TribeTech, it was barely a bump in the road.During a client meeting, CEO Scott Atkinson received two texts from his team just ten minutes apart:“Evacuating building.”“Building collapsed.”Construction work next door had undermined the foundation of their Sydney office. Within 20 minutes, half the building was gone.They lost all their on-site equipment and personal items — but not their ability to serve clients.
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When you’re building a business, saying “yes” to every opportunity can feel like the safest choice.
More clients means more revenue… right?
In reality, taking on the wrong kind of work can quietly drain profitability, exhaust your team, and pull your focus away from what you do best.
Scott Atkinson learned this lesson the hard way. Early in his career, without marketing or a strong lead generation pipeline, he took on whatever came his way — even work that wasn’t a great fit.
The result? TribeTech was spread too thin, acting as a “jack of all trades” and carrying technical debt from mismatched projects.
“Yes, we could do it… but it wouldn’t be profitable, and it would hurt us,” Scott told Ctrl-Alt-Deliver.
Today, TribeTech operates differently:
The outcome? Fewer opportunities, but far better fit — leading to stronger client relationships, happier staff, and healthier margins.
Takeaway: Every “no” to the wrong work is a “yes” to focus, profitability, and long-term success.
🎧 Hear more from Scott Atkinson on the Ctrl-Alt-Deliver Podcast — available on Spotify, Apple Podcasts, Podcast Index, Castro, and more.
Listen here: https://www.buzzsprout.com/2514171/episodes/17685150
When you’re building a business, saying “yes” to every opportunity can feel like the safest choice. More clients means more revenue… right? In reality, taking on the wrong kind of work can quietly drain profitability, exhaust your team, and pull your focus away from what you do best. Scott Atkinson learned this lesson the hard way. Early in his career, without marketing or a strong lead generation pipeline, he took on whatever came his way — even work that wasn’t a great fit.
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In the managed services world, SLAs (Service Level Agreements) have long been treated as the ultimate measure of service quality.
They define response times, resolution targets, and sometimes even financial penalties.
But here’s the problem: SLAs often measure the wrong thing.
They focus on when a ticket is addressed, not how important that ticket is to the client’s business.
Scott Atkinson, CEO of TribeTech, has seen this first-hand. In his conversation on the Ctrl-Alt-Deliver Podcast, he shared why TribeTech scrapped traditional SLAs entirely.
“The SLA you really want is: what’s the impact on the business? Is this something that could sit for a week without issue, or is it a critical tender that needs to go out in the next hour?”
By reframing urgency around business impact, TribeTech ensures that:
In many environments, SLA tracking becomes an administrative burden — with hours spent in meetings debating whether a resolution was 30 minutes late, only to credit the client a small amount. Scott’s view? That’s wasted time and energy.
Instead, TribeTech’s promise is simple: if they can’t resolve issues quickly enough to prevent business impact, the client should fire them.
So far, they haven’t lost a client.
Takeaway: When urgency is measured by business impact rather than contractual targets, you deliver service that truly matters — and clients notice.
🎧 Hear the full conversation with Scott Atkinson on the Ctrl-Alt-Deliver Podcast — available on Spotify, Apple Podcasts, Podcast Index, Castro, and more.
👉 https://www.buzzsprout.com/2514171/episodes/17685150
In the managed services world, SLAs (Service Level Agreements) have long been treated as the ultimate measure of service quality. They define response times, resolution targets, and sometimes even financial penalties. But here’s the problem: SLAs often measure the wrong thing. They focus on when a ticket is addressed, not how important that ticket is to the client’s business. Scott Atkinson, CEO of TribeTech, has seen this first-hand. In his conversation on the Ctrl-Alt-Deliver Podcast, he shared why TribeTech scrapped traditional SLAs entirely.
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One of the biggest challenges MSP owners face is clients comparing quotes and asking, “Can you match this cheaper price?” On Ctrl-Alt-Deliver, Linden Jackson offered a fresh perspective that flips the conversation.
“Our service should be so good that clients aren’t price shopping us. We’re not the supermarket — we’re the farm shop where you pay more because the quality and care are worth it.”
If your MSP competes solely on price, you’re in a dangerous cycle:
Premium MSPs don’t try to be the cheapest — they focus on delivering unmatched value so price becomes secondary. This includes:
When you deliver value beyond expectations, clients see you as a trusted partner, not just another vendor. They stop comparing quotes because they believe switching would cost them more in service quality than they’d save in dollars.
Build a brand reputation that reflects quality, reliability, and expertise.
🎧 Tune in to the full episode for actionable service delivery strategies, real-world client success stories, and the mindset shifts you can start using right away.
Whether you listen on Apple Podcasts, Spotify, or any other platform — we’ve got you covered.
👉 Listen now: https://www.buzzsprout.com/2514171/episodes/17650486
One of the biggest challenges MSP owners face is clients comparing quotes and asking, “Can you match this cheaper price?” On Ctrl-Alt-Deliver, Linden Jackson offered a fresh perspective that flips the conversation. “Our service should be so good that clients aren’t price shopping us. We’re not the supermarket — we’re the farm shop where you pay more because the quality and care are worth it.”
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When people picture MSP success, they often imagine large offices, dozens of staff, and rapidly growing revenue. But Linden Jackson, speaking with Jeni and Nick Clift on Ctrl-Alt-Deliver, shared why he made a conscious choice to avoid aggressive scaling for Agile IT.
“I’ve never designed the business to have massive growth. I wanted a sustainable company where I can step out and know it will still operate and move forward.”
Many MSP owners aim for fast expansion, but it comes with challenges:
Linden’s strategy prioritises stability over speed, ensuring his MSP can run effectively without his daily input.
A sustainable MSP isn’t just stable — it’s more valuable. Investors, buyers, and partners prefer businesses that operate without heavy owner dependency. Stability also reduces staff burnout, improves client satisfaction, and gives owners more freedom to work on the business, not just in it.
🎧 Listen to the full episode for practical service delivery tips, real-world client wins, and the mindset shifts you can apply today.Apple, Spotify, or your favorite podcast platform — we’ve got you covered.👉 Start here:
https://www.buzzsprout.com/2514171/episodes/17650486
When people picture MSP success, they often imagine large offices, dozens of staff, and rapidly growing revenue. But Linden Jackson, speaking with Jeni and Nick Clift on Ctrl-Alt-Deliver, shared why he made a conscious choice to avoid aggressive scaling for Agile IT. “I’ve never designed the business to have massive growth. I wanted a sustainable company where I can step out and know it will still operate and move forward.”
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In a recent episode of Ctrl-Alt-Deliver – MSP Service Delivery Mastery, hosts Jeni Clift and Nick Clift interviewed Linden Jackson, founder of Agile IT, on the realities of delivering world-class service in the Managed Service Provider (MSP) space.
When the discussion turned to customer satisfaction, Linden’s advice cut through the noise of KPIs and SLA reports:
“We want to be an extension of our client’s team… not a faceless support desk. When they call or email, they should know exactly who’s helping them, and we should know them.”
The MSP industry has become increasingly automated. Ticketing systems, chatbots, and remote monitoring tools allow issues to be resolved faster — but often at the cost of personal connection. For many clients, dealing with “anonymous” tech support feels transactional and cold.
By acting as an integrated partner rather than an outsourced service, MSPs can:
MSPs with strong client relationships experience higher retention rates, better upsell opportunities, and more referrals. A satisfied client is your best marketing channel — and relationship-driven service ensures they become an advocate.
SEO Keywords: MSP client relationships, managed service provider customer retention, IT support personalisation, improving MSP customer experience, building trust with MSP clients.
In a recent episode of Ctrl-Alt-Deliver – MSP Service Delivery Mastery, hosts Jeni Clift and Nick Clift interviewed Linden Jackson, founder of Agile IT, on the realities of delivering world-class service in the Managed Service Provider (MSP) space. When the discussion turned to customer satisfaction, Linden’s advice cut through the noise of KPIs and SLA reports: “We want to be an extension of our client’s team… not a faceless support desk. When they call or email, they should know exactly who’s helping them, and we should know them.”
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Welcome to the very first episode of Ctrl-Alt-Deliver, where we don’t just talk about tools and dashboards — we get real about what actually makes or breaks an MSP.
I’m Jeni Clift, and I’m here with my husband and longtime business partner, Nick Clift. Together, we’ve spent nearly three decades building, scaling, and eventually exiting our own MSP. And along the way, we learned: it’s not just what you do — it’s how you deliver that keeps your clients coming back.
To kick off our podcast, we sat down with Brendan Rose from Morphability — someone who’s lived the MSP life from the ground up: starting as employee #6 at an MSP that grew to 60, taking on roles from service manager to COO, and now helping other MSPs grow smarter (and saner).
In this episode, Brendan shares:
✅ The simplest thing MSPs often forget that transforms client trust (hint: it’s about picking up the phone)
✅ Why under-reporting time doesn’t just skew numbers — it hides the true cost and blocks your growth
✅ How to balance being “busy” with actually planning for the clients and challenges you don’t have yet
✅ His favorite hero stories, lessons learned, and what he’d do differently if he built an MSP today
Along the way, we swap stories, share the real challenges that don’t get talked about enough, and dig into what consistent, client-centered service delivery really looks like.
So whether you’re driving between sites, walking the dog, or just grabbing your morning coffee — hit follow or subscribe so you don’t miss an episode of Ctrl-Alt-Deliver.
We’re glad you’re here — and we think you’ll love what Brendan had to share.
Welcome to the first episode of Ctrl-Alt-Deliver! I’m Jeni Clift, here with my husband and business partner, Nick. After nearly 30 years building and exiting our own MSP, we know success isn’t just about tools — it’s about how you deliver. To kick things off, we sat down with Brendan Rose from Morphability. From being employee #6 at a fast-growing MSP to leading as COO, he now helps other MSPs grow with more clarity and less chaos.
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In our first episode of Ctrl-Alt-Deliver, Jeni Clift and Nick Clift asked a classic MSP question that never seems to go away:
“Why do so many MSP teams struggle to track their time — and what’s the real cost?”
Their guest, Brendan Rose, has seen this across countless MSPs he consults with — and his answer cuts straight to the point:
“Your engineers sell time. It’s your number one product. If you’re not tracking it accurately, you can’t price, plan, or hire properly.”
Brendan shared that under-reporting time is common, especially among senior engineers who feel “it shouldn’t have taken that long.” But this creates three big problems:
Without accurate time data, MSP leaders are making blind decisions — risking profit and growth.
Brendan’s advice for MSP leaders:
✅ Track real time, not ideal time. Even if it feels too long.
✅ Use the data to guide, not punish. Identify where work consistently overruns, spot training needs, or adjust pricing.
✅ Be consistent early. Someone might resist strict time policies (and that’s okay).
✅ Explain why it matters. Tie accurate time tracking to client value, fair resourcing, and business sustainability.
Jeni added that this also aligns with EOS®:
Accurate time tracking isn’t just for billing clients. It’s about:
Without this data, you can’t scale without risking quality — or your team’s wellbeing.
🎧 To hear more about real-world MSP time tracking challenges and how EOS® tools can help, listen to our full podcast with Brendan Rose here:
https://www.buzzsprout.com/2514171/episodes/17609778
In our first episode of Ctrl-Alt-Deliver, Jeni and Nick Clift asked a classic MSP question that never seems to go away: “Why do so many MSP teams struggle to track their time — and what’s the real cost?” Their guest, Brendan Rose, has seen this across countless MSPs he consults with — and his answer cuts straight to the point: “Your engineers sell time. It’s your number one product. If you’re not tracking it accurately, you can’t price, plan, or hire properly.”
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In the first episode of our new podcast, Ctrl-Alt-Deliver, our hosts Jeni Clift and Nick Clift — veterans of nearly three decades in the managed service provider (MSP) world — started with a question every MSP leader should ask:
“Everyone’s busy… but do our clients actually feel cared for?”
It’s a question that goes beyond ticket volume, SLAs, or dashboards. At its heart, it’s about trust.
To explore this, Jeni and Nick welcomed their first guest, Brendan Rose, a business growth consultant at Morphability with years of MSP leadership experience. Brendan shared a truth that many MSPs overlook when chasing operational improvements:
“An engineer starts the job, does the work, closes the ticket… and the client never actually hears from anyone — until they get the invoice.”
This moment felt familiar to anyone who’s worked in technical services: the work gets done, but the client feels ignored.
While MSPs invest heavily in tools and automation, Brendan reminded us that human connection still wins. Here’s what he recommended:
✅ Call the client when starting a ticket. Confirm you understand the issue and set expectations.
✅ Update them along the way. If there’s a delay or change, don’t rely on emails alone — call.
✅ Close the loop. At the end, call again to confirm resolution and check satisfaction.
✅ Coach the team on why this matters. Help engineers see it’s not bureaucracy — it’s client loyalty.
These aren’t high-tech solutions. But they address the single biggest complaint Brendan sees in MSP peer groups and consulting:
Clients don’t feel informed or valued.
By improving communication, MSPs not only build trust but also open opportunities for upselling, long-term contracts, and referrals.
As EOS® Implementers, Jeni and Nick highlighted how this approach aligns perfectly with EOS values:
Building this into your EOS® rocks and quarterly goals keeps it alive long after the initial push.
Improving MSP service delivery isn’t always about tools or dashboards. Sometimes, it’s as simple (and powerful) as picking up the phone.
Clients forget the fix; they remember how you made them feel.
In the first episode of our new podcast, Ctrl-Alt-Deliver, our hosts Jeni and Nick Clift — veterans of nearly three decades in the managed service provider (MSP) world — started with a question every MSP leader should ask: “Everyone’s busy… but do our clients actually feel cared for?” It’s a question that goes beyond ticket volume, SLAs, or dashboards. At its heart, it’s about trust.
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The power of delegation and elevation stands as a cornerstone for effective leadership and organisational growth. It's not merely about shifting tasks, it's fundamentally about empowering your team and embracing the leadership role destined for you Every moment spent on tasks that could be efficiently handled by others is a moment not dedicated to strategising, innovating, or guiding your business forward. The true cost lies not just in time but in the opportunities and growth potential left on the table. However, the benefits of adept delegation are profound. It's an investment in your team, aligning tasks with talents and fostering a sense of genuine engagement and contribution towards the business's success. As you elevate your focus to where it truly matters, you unlock the potential for remarkable achievements. To embark on this transformative journey, scrutinise your to-do list. Distinguish between tasks that require your unique expertise and those that can be entrusted to your team. Match these tasks with the strengths and ambitions of your team members, equip them with the necessary tools and knowledge, set clear goals, and watch them excel. Delegation and elevation transcend mere managerial tactics, they embody a philosophy of leadership committed to nurturing a resilient, agile business environment. Let's adopt this mindset, delegate with purpose, and elevate our businesses to unprecedented heights.
Step into your true leadership potential. Discover more on how to effectively delegate and elevate within your business:
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Making tough decisions is perhaps one of the most challenging aspects of running a business. It's a situation that demands not just courage but a deep sense of responsibility towards the greater good of the company and all its stakeholders. The decision to let someone go who might have been part of the journey from the start, is never taken lightly. It's about recognising the impact their continued presence may have on the team's morale, and ultimately, the business's bottom line. It's a stark reminder that in business, our decisions must be guided by objectivity and the long-term vision we hold for our company. Approaching such a delicate situation requires a blend of honesty, empathy, and professionalism. It's crucial to communicate the decision with clarity and compassion, acknowledging their contributions while also explaining the necessity of the move for the business's future. Offering support during their transition, whether through severance, guidance, or other resources, reflects the company's values and respect for the individual beyond their role. And in the aftermath, it's an opportunity for reflection and learning. It's a chance to reassess our hiring practices, our management approaches, and how we integrate family into the business, ensuring that every decision aligns with our core values and business goals. Let's navigate these tough decisions with integrity, always aiming for what's best for our business and the people who make it what it is.
Discover more insights and strategies for making tough decisions in your business with grace and integrity. Dive into our full guide now:
More InfoStarting meetings on a high note isn't just about setting a positive tone, it's about shifting our mindset from the daily grind to the bigger picture of our business. It's a simple yet powerful practice to share something good, both personally and professionally, before diving into the agenda. This isn't just about good vibes, it's a strategic move to transition from working in the business to working on it, together as a team. But here's the catch: sometimes, it's hard to come up with that piece of good news. Maybe we're too caught up in what's next, or perhaps we feel like there hasn't been anything noteworthy. This is where we need to pivot our approach. Instead of waiting for good news to happen, why not plan for it? As we map out our week, let's set specific, achievable goals that, once accomplished, can be our highlights in the next meeting. This proactive planning isn't just about having something to say, it's about creating moments of achievement and recognition within our teams. It's about making good things happen, both in our personal lives and in our business, and then taking the time to celebrate these wins together. So, let's commit to this: every week, let's each identify something we aim to achieve, something that, when we next come together, we can share as our victory. It's a practice that not only enriches our meetings but also strengthens our team's bond and drives us towards collective success. Let's make celebrating our wins a regular part of our business rhythm.
Dive deeper into transforming your team meetings and fostering a culture of achievement and celebration:
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Building such teams isn't merely a matter of assembling a group of skilled individuals, it requires cultivating an environment of trust, empowerment, and open communication. At the heart of this endeavor is the art of listening. True listening goes beyond hearing words, it involves understanding the hopes, fears, and aspirations of our colleagues. When people feel heard, they feel valued, and this forms the bedrock of trust within a team. Delegation follows as a testament to this trust. It's not just about distributing tasks; it's about entrusting your team with meaningful responsibilities and showing faith in their abilities to rise to the occasion. This act of empowerment fosters leadership within the team, encouraging members to take ownership and drive initiatives forward with confidence. It's about being frank, yet supportive, ensuring that every team member knows where they stand and how they can improve. By weaving together these principles of listening, empowering, and honest communication, we create more than just effective teams. We forge environments where people feel genuinely connected to their work and to each other, driving not only the success of the business but also fostering a sense of belonging and achievement among all. In such a culture, challenges become opportunities for collaboration, innovation thrives, and the organisation moves forward as a cohesive and resilient entity, ready to face the future together.
Ready to transform your team and lead them to unparalleled success? Dive deeper into building a culture of trust, empowerment, and transparent communication with us:
More InfoTrust is the bedrock upon which success is built. Imagine attempting to charge ahead while constantly glancing back, unsure if your teammates are truly in your corner. It's a scenario that spells failure. Forging a team steeped in trust hinges on two critical principles. Firstly, it's about elevating the team's objectives above personal ambitions. When every member is aligned, pushing towards a shared vision, that's when we witness the synergy of collective effort. This unity allows us to be authentic, openly share ideas, and genuinely invest in our shared mission. However, when an individual prioritises personal gain over team success, it disrupts this harmony. Such individuals need to gracefully exit, making way for more aligned team dynamics. Secondly, dependability is non-negotiable. It's about consistently delivering on your commitments. The strength of a team is measured by its most inconsistent member. Failures to meet deadlines or fulfill promises aren't just minor setbacks; they erode the very essence of trust. For a team aiming high, there's simply no space for unreliability. Let's pledge to be the kind of teammates who champion collective achievements and honor every commitment. This is the path to not just a good team, but an exceptional one. A team where trust isn't just hoped for—it's a given. Together, we can achieve greatness beyond measure.
Embrace the power of trust and commitment. Start your journey to exceptional teamwork today:
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Stepping into the world of family businesses, we find ourselves at a crossroads of personal connection and professional growth. It's crucial for us to reach out and connect with peers in similar situations. This network isn't just a support system, it's a wellspring of innovative ideas and shared experiences that can prevent us from feeling isolated and help us to thrive. As we look to the future, we understand the importance of continual learning and adaptation. This is how we ensure our business doesn’t just remain relevant but is a leader in innovation. It’s also about preparing responsibly for the next generation, making sure the transition is not just smooth but that the business remains robust in new hands. Incorporating our family values into the business isn't just a nod to our heritage, it’s a strategy that strengthens our foundation and extends its impact beyond our immediate circle. We're not just running a business, we're nurturing a legacy that supports our community and sets a standard in our industry. This is our journey together—strengthening our bonds, expanding our horizons, and ensuring our family business stands the test of time.
Join us in nurturing our family business into a beacon of innovation and unity. Let's connect, grow, and prepare the ground for generations to come:
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