Moving clients beyond basic, commoditized IT support into a mature, strategic partnership is one of the toughest challenges facing Managed Service Providers today. In this episode of the All Things MSP Podcast, hosts Justin Esgar and Eric Anthony dive into the operational maturity curve, focusing specifically on how to handle new and existing clients who aren't yet sold on higher-level strategic offerings.
Justin and Eric break down the critical steps of client discovery and onboarding. They discuss why so many traditional MSPs struggle with strategic business conversations, how to address risky client behaviors—such as unmanaged personal devices used by C-suite executives—and how to communicate cyber risk in plain business language rather than technical jargon. The conversation covers handling security incidents as pivotal moments for client buy-in, establishing clear operational tiers, and enforcing mandatory Business Review meetings (QBRs) to align technology with real business outcomes. Whether you are setting pricing thresholds for meeting frequencies or looking to elevate your service stack, this episode provides actionable insights to help push your MSP's operational maturity forward.
A special thank you to our premier sponsors for supporting the show: Blumira, Choice Cyber Solutions, Compliance Scorecard, EasyDMARC, Gozynta, Material Security, and Sync365. Learn more about our partners at https://allthingsmsp.com/sponsors.
Connect with the Hosts:
Justin Esgar: https://www.linkedin.com/in/justinesgar/
Eric Anthony: https://www.linkedin.com/in/esanthony/
Connect with All Things MSP:
Website: https://allthingsmsp.com
Facebook Group: https://www.facebook.com/groups/allthingsmsp
LinkedIn: https://www.linkedin.com/company/allthingsmsp/
YouTube: https://www.youtube.com/@AllThingsMSP
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