✅ Not sure about full support, we’re giving away our process for you to check out for yourself: https://bit.ly/4hCw4Wi
In this week's bonus episode, we recorded at the Start Grow Manage Summit in Philadelphia, and our special guest is Keith Willis, owner of ECX Systems. Keith shares one thing his MSP does different than the rest, and that's hiring advanced generalists, not specialists... But he shares why that's a really good. Then he shares about the dangers of burning out yourself and/or your team and how his team can help.
✅ Check out Start Grow Manage and elevate your MSP like Keith did:
https://startgrowmanage.com/
🤝 Connect with Keith: https://www.linkedin.com/in/taloncc/
🤝 Connect with Damien: https://www.linkedin.com/in/dstevens
[00:00:00] [SPEAKER_01]: Sometimes if they're fortunate, they have one really smart guy.
[00:00:04] [SPEAKER_01]: Right? If you're fortunate, I needifications.
[00:00:07] [SPEAKER_01]: Head MSP the other day. You have been here nine years on the level three guy never had a vacation.
[00:00:12] [SPEAKER_01]: Ever.
[00:00:13] [SPEAKER_01]: And he's like, I'm just about now about to pass out. I just can't do it anymore.
[00:00:16] [SPEAKER_01]: So I'm thinking about quitting. He didn't want to tell the owner.
[00:00:18] [SPEAKER_01]: I go to the owner and say, you're going to lose this guy.
[00:00:20] [SPEAKER_01]: I didn't say, he told me he's going to leave. I said, you're going to lose this guy.
[00:00:24] [SPEAKER_01]: I mean, it is hands down nine years. This guy's gone. He's like, but I pay him good.
[00:00:29] [SPEAKER_01]: I said, nobody gets paid for nine years and doesn't go on vacation ever.
[00:00:32] [SPEAKER_01]: We've had a couple of sick days. I'm like in the fact that that's in your head is a problem.
[00:00:40] [SPEAKER_00]: Hey guys, Damien Stevens, host of MSP Mindset.
[00:00:44] [SPEAKER_00]: And this is a special series where we got to spend time at the Star Girl Manage Summit
[00:00:50] [SPEAKER_00]: and record live with some amazing MSPs.
[00:00:54] [SPEAKER_00]: Special shout out to Joe and Jeff at Star Girl Manage for having us here and letting us spend the time with these MSPs.
[00:01:02] [SPEAKER_00]: Today, I have the gift of speaking with Keith Willis at UC Accessible.
[00:01:06] [SPEAKER_00]: Thank you for having me. I'm just appreciate it.
[00:01:09] [SPEAKER_00]: Thank you for taking time out. Especially at SDM Summit when I know you're doing things to do.
[00:01:13] [SPEAKER_01]: I am enjoying all of the people in fantastic.
[00:01:16] [SPEAKER_01]: I'm meeting so many cool people that people here have been amazing.
[00:01:18] [SPEAKER_00]: Speaking of kind of amazing you, take us through. You at one point built in MSP and then I've been a lot kind of crazy person.
[00:01:28] [SPEAKER_01]: Don't ever decide that you want to do things the Keith Willis way.
[00:01:31] [SPEAKER_01]: That's probably the fastest way to not do things.
[00:01:35] [SPEAKER_01]: The age of 19, I built a no-vild consulting business in Austin, Texas.
[00:01:39] [SPEAKER_01]: No, no, no.
[00:01:40] [SPEAKER_01]: No way.
[00:01:41] [SPEAKER_01]: I decided somehow that was a good thing. I don't know why.
[00:01:45] [SPEAKER_01]: I had all these commercial real estate companies.
[00:01:47] [SPEAKER_01]: Ultimately, decided, oh, you know, this isn't good enough.
[00:01:50] [SPEAKER_01]: I'm making incredible money and not going to college. Why don't I, abandoned my engineering degree at one semester left?
[00:01:57] [SPEAKER_01]: Why don't I build a no-vild company? What a great idea.
[00:02:00] [SPEAKER_01]: So I started the no-vild company in Corpus Christi, but the largest no-vild provider in Corpus Christi, Texas in 1995.
[00:02:06] [SPEAKER_01]: So you see, you can't remember about it.
[00:02:07] [SPEAKER_01]: Yeah, I can do that.
[00:02:08] [SPEAKER_01]: I can do that.
[00:02:11] [SPEAKER_01]: I can do that.
[00:02:12] [SPEAKER_01]: I can do that.
[00:02:13] [SPEAKER_01]: Yep, yep.
[00:02:14] [SPEAKER_01]: Everybody's with the long-mode and sounds. My fault.
[00:02:19] [SPEAKER_01]: Build lots of, and so I did that for a couple years.
[00:02:22] [SPEAKER_01]: Left that and started flying around the country building.
[00:02:24] [SPEAKER_01]: Other internet providers for other people, right?
[00:02:26] [SPEAKER_01]: Once I had kind of built that, well, which, oh, wow, that sounds like MSP's, right?
[00:02:30] [SPEAKER_01]: Very similar model.
[00:02:32] [SPEAKER_01]: And I built all these internet companies.
[00:02:33] [SPEAKER_01]: I was helping people like Earth, Lank, I helped that,
[00:02:35] [SPEAKER_01]: I had a crontriker with Verizon, I had GTE, I had, you know,
[00:02:38] [SPEAKER_01]: I was doing fingers to keep word stuff.
[00:02:40] [SPEAKER_01]: I ended up building, ultimately hired about a dozen people,
[00:02:44] [SPEAKER_01]: built a company that was based out of East Texas,
[00:02:47] [SPEAKER_01]: but I had no customers in East Texas.
[00:02:49] [SPEAKER_01]: It was all over, it was all telecom.
[00:02:51] [SPEAKER_01]: .com, a thing happened and pretty much put me in the poor house.
[00:02:55] [SPEAKER_01]: Oh, wow.
[00:02:56] [SPEAKER_01]: I had to start over.
[00:02:57] [SPEAKER_01]: I had three kids and it's time to start over again.
[00:03:01] [SPEAKER_01]: And fortunately for me, go ahead.
[00:03:03] [SPEAKER_00]: What do you mean by that?
[00:03:05] [SPEAKER_01]: Like, come drive up or go like, like, all, you know,
[00:03:07] [SPEAKER_01]: every, you can't make payroll?
[00:03:10] [SPEAKER_01]: I mean, the story is fantastic.
[00:03:11] [SPEAKER_01]: I mean, I could do it as we go whole hour on that.
[00:03:13] [SPEAKER_01]: I literally sat in my office as the planes are crashing into buildings
[00:03:15] [SPEAKER_01]: for the next three days, feeling phone calls.
[00:03:17] [SPEAKER_01]: If it's been great, working with the Keith, we've loved working with your
[00:03:19] [SPEAKER_01]: fantastic, we're closing our doors today.
[00:03:22] [SPEAKER_01]: Click next next next.
[00:03:24] [SPEAKER_01]: And it was internet provider after internet provider after internet provider.
[00:03:27] [SPEAKER_01]: And it's an interesting side effect when,
[00:03:28] [SPEAKER_01]: 9.0, it happened, people started tightening their belt.
[00:03:32] [SPEAKER_01]: All on Netflix, right?
[00:03:33] [SPEAKER_01]: I'm going to quit subscribing to Netflix because somehow I'll
[00:03:35] [SPEAKER_01]: survive better if I don't have Netflix, right?
[00:03:37] [SPEAKER_01]: I need to buy more toilet paper.
[00:03:39] [SPEAKER_01]: None of those things equal anything, but they all cancel their
[00:03:42] [SPEAKER_01]: internet provider, right?
[00:03:43] [SPEAKER_01]: Because back then, internet provider wasn't a utility.
[00:03:45] [SPEAKER_01]: It was still kind of cool.
[00:03:48] [SPEAKER_01]: When you cancel your internet provider, what you didn't know is you're
[00:03:50] [SPEAKER_01]: going to have to have a $30,000 a month AT&T bill.
[00:03:52] [SPEAKER_01]: He could no longer pay.
[00:03:54] [SPEAKER_01]: All right?
[00:03:54] [SPEAKER_01]: Well, when 80% of your dial-up cancels, you have two choices.
[00:03:58] [SPEAKER_01]: Somehow find a way to pay the $30,000 AT&T bill or close your doors.
[00:04:02] [SPEAKER_01]: And most of them up to close their doors.
[00:04:04] [SPEAKER_01]: Hence the consolidation we have today.
[00:04:06] [SPEAKER_01]: That's why there's all these gigantic providers and no small
[00:04:09] [SPEAKER_01]: ones left.
[00:04:10] [SPEAKER_01]: All right.
[00:04:11] [SPEAKER_01]: The dot com crash ultimately was the cause.
[00:04:15] [SPEAKER_01]: So I ended up ultimately getting recruited by the government,
[00:04:18] [SPEAKER_01]: worked in the top secret world for about four years, which is a
[00:04:21] [SPEAKER_01]: fascinating story, a whole nother fascinating story.
[00:04:23] [SPEAKER_01]: I have the whole interview story being blindfolded and everything.
[00:04:26] [SPEAKER_00]: Oh well.
[00:04:27] [SPEAKER_01]: Left that in 2008.
[00:04:29] [SPEAKER_01]: I was doing fine financially, but really what it
[00:04:32] [SPEAKER_01]: pulled down to is I wasn't making a difference.
[00:04:34] [SPEAKER_01]: I never saw my children.
[00:04:35] [SPEAKER_01]: I mean, it was that simple.
[00:04:37] [SPEAKER_01]: And so I said, well, what can I do to, I mean, I've got all these skills.
[00:04:41] [SPEAKER_01]: I know how to run a business.
[00:04:43] [SPEAKER_01]: I loved to consult.
[00:04:43] [SPEAKER_01]: I still had a handful of consulting customers that had kind of
[00:04:46] [SPEAKER_01]: survived with me through this transition from back in the day
[00:04:50] [SPEAKER_01]: into current.
[00:04:53] [SPEAKER_01]: And so I started to company to solve other ITB-ups problems.
[00:04:56] [SPEAKER_01]: I kind of viewed, I had this interesting view of the world.
[00:04:59] [SPEAKER_01]: I kind of believe that everyone can kind of technically get there
[00:05:03] [SPEAKER_01]: if they want to.
[00:05:04] [SPEAKER_01]: Right, but there's a level of effort that it requires and most internet provider,
[00:05:08] [SPEAKER_01]: or most MSPs or most technical people, are often caught in the middle.
[00:05:12] [SPEAKER_01]: They're trying to implement a bunch of other people's solutions.
[00:05:15] [SPEAKER_01]: So you've got vendor A and vendor B and vendor C all vying for the business.
[00:05:19] [SPEAKER_01]: They're all trying to integrate and they're all pointing to each other.
[00:05:21] [SPEAKER_01]: And the guy in the middle has got his hands up in the air as heres on fire.
[00:05:23] [SPEAKER_01]: I don't know what's going on.
[00:05:24] [SPEAKER_01]: What are you trying to do?
[00:05:25] [SPEAKER_01]: And vendor A's blaming vendor B. Why call that the gray area of technology.
[00:05:28] [SPEAKER_01]: I don't know why I do that.
[00:05:29] [SPEAKER_01]: But I've called it for years.
[00:05:30] [SPEAKER_01]: Nobody wants to own it.
[00:05:32] [SPEAKER_01]: Right? And ultimately it falls to the shoulders of this IT integrator who usually
[00:05:36] [SPEAKER_01]: his job is to just to be the IT person.
[00:05:38] [SPEAKER_01]: I'm just trying to solve these IT problems for my business.
[00:05:41] [SPEAKER_01]: Whether he's an employee or whether he's the MSP that's in the mix,
[00:05:45] [SPEAKER_01]: you know, he's the IT guy.
[00:05:47] [SPEAKER_01]: I got very, very good at being that translator and solving that gray area.
[00:05:51] [SPEAKER_01]: Like very good.
[00:05:52] [SPEAKER_01]: And certain training people had to do that.
[00:05:54] [SPEAKER_01]: I built a consultancy around that.
[00:05:56] [SPEAKER_01]: But the shift of the economy makes that consulting revenue kind of hard.
[00:06:01] [SPEAKER_01]: Right? You're, you're, you're, you're, you're balance sheet looks like a sign way.
[00:06:05] [SPEAKER_01]: You know?
[00:06:06] [SPEAKER_01]: And you know, you got $1,000 and one month and $50,000 the next month.
[00:06:10] [SPEAKER_01]: And you're like, okay, well I paid the house payment two months ago.
[00:06:12] [SPEAKER_01]: I think that was okay.
[00:06:14] [SPEAKER_01]: It's not really a good way to run a business.
[00:06:16] [SPEAKER_01]: It's a great way if you want to experiment with technology,
[00:06:20] [SPEAKER_01]: but not a great way to run a business.
[00:06:22] [SPEAKER_01]: And so I had to get serious.
[00:06:23] [SPEAKER_01]: You know, I had a couple of people.
[00:06:25] [SPEAKER_01]: I had kids getting older.
[00:06:26] [SPEAKER_01]: I was college was looming.
[00:06:28] [SPEAKER_01]: I see to start making some decisions.
[00:06:30] [SPEAKER_01]: And so I started to standardize.
[00:06:32] [SPEAKER_01]: I started to get serious, sort of hiring people.
[00:06:34] [SPEAKER_01]: I started growing and I built a company around helping people solve these problems.
[00:06:40] [SPEAKER_01]: And we started getting contracts with the county.
[00:06:42] [SPEAKER_01]: You started, you know, kind of the fundamentals.
[00:06:44] [SPEAKER_01]: And then about, oh shoot, five, six years ago,
[00:06:48] [SPEAKER_01]: right a little bit before COVID.
[00:06:51] [SPEAKER_01]: We realized that maybe the MSP market could use what we do.
[00:06:54] [SPEAKER_01]: And so I built a program around helping MSPs with the escalation.
[00:06:58] [SPEAKER_01]: You know, how do you get in? How do you, you know, level three's hard.
[00:07:02] [SPEAKER_01]: I mean, you got level one is the guy that plugs in cables.
[00:07:06] [SPEAKER_01]: Level two should be by definition.
[00:07:09] [SPEAKER_01]: A pretty good systems administrator.
[00:07:11] [SPEAKER_01]: Most IT people barely make it there.
[00:07:13] [SPEAKER_01]: Just, you know, they just don't put the time in.
[00:07:16] [SPEAKER_01]: Level three, he's the guy that's probably solving everything
[00:07:19] [SPEAKER_01]: the level two guy can't.
[00:07:20] [SPEAKER_01]: And then level four if there is a level four,
[00:07:23] [SPEAKER_01]: I would argue that's very, that's very able to pay me.
[00:07:25] [SPEAKER_01]: Talk to you is really your architect.
[00:07:27] [SPEAKER_01]: He's really just a level three guy with a lot more skills to look across the level three tasks.
[00:07:33] [SPEAKER_01]: Right? That's how I define this world, whether it's right or wrong you can judge.
[00:07:38] [SPEAKER_01]: But I would say that most people tend to have a pretty solid bench of level two's
[00:07:42] [SPEAKER_01]: or a level one and a half.
[00:07:44] [SPEAKER_01]: Right? They get these guys who can do a lot of tasks.
[00:07:46] [SPEAKER_01]: You know, they're affordable, you know, from a general marketplace perspective.
[00:07:49] [SPEAKER_01]: You can get somebody out of school, give them a few years of training.
[00:07:51] [SPEAKER_01]: They become pretty good.
[00:07:53] [SPEAKER_01]: Most level three is tend to be siloed, they tend to be, I know this thing well.
[00:07:57] [SPEAKER_01]: I'm a sequel guy. I'm a cloud guy, right?
[00:08:00] [SPEAKER_01]: But that doesn't necessarily make what they're doing successful.
[00:08:05] [SPEAKER_01]: It just makes it some way that you can account for that resource.
[00:08:10] [SPEAKER_01]: Well, if you're going to be effective in managed service business,
[00:08:14] [SPEAKER_01]: you need to be more consultative, right?
[00:08:17] [SPEAKER_01]: And in order for this level three to be effective,
[00:08:19] [SPEAKER_01]: you really need to be good in multiple disciplines, right?
[00:08:22] [SPEAKER_01]: So ultimately, you need to build the advanced generalist.
[00:08:25] [SPEAKER_01]: This is the opposite of what a large corporation wants.
[00:08:28] [SPEAKER_01]: So the large corporations, the Googles and the Microsoft's of the world,
[00:08:31] [SPEAKER_01]: they want you to silo.
[00:08:32] [SPEAKER_01]: We want a higher guy that's really good at that and that's all he does.
[00:08:36] [SPEAKER_01]: But if you go into a 400-person company and you're like, hey, I need to bring you the service,
[00:08:40] [SPEAKER_01]: they're going to go, okay, well, I got these 19 technologies that I need to be a master of because
[00:08:44] [SPEAKER_01]: so we can be effective in our business operations and they're going,
[00:08:46] [SPEAKER_01]: well, I mean, it means I mean, 19 individual level three guys.
[00:08:49] [SPEAKER_01]: You can do all those things.
[00:08:49] [SPEAKER_01]: That's ridiculous, right?
[00:08:51] [SPEAKER_01]: So it doesn't scale for regular size business.
[00:08:54] [SPEAKER_01]: It's only good for the monopolies.
[00:08:56] [SPEAKER_01]: And because the monopolies have all the money,
[00:08:57] [SPEAKER_01]: that's where they send all of us packing to.
[00:09:00] [SPEAKER_01]: Right? Let's go do the training there because that's the one thing, right?
[00:09:03] [SPEAKER_01]: So I've trained advanced generalists.
[00:09:05] [SPEAKER_01]: You join my team and you become an advanced generalist.
[00:09:07] [SPEAKER_01]: Why? Because I expose you to so much technology,
[00:09:10] [SPEAKER_01]: it's impossible not to be.
[00:09:12] [SPEAKER_01]: Right? I'm not, you know, my guy that I hired two years ago isn't smarter than you.
[00:09:19] [SPEAKER_01]: Right? It's just he doesn't deal with one stack or one set of information he deals with.
[00:09:24] [SPEAKER_01]: 25 different things.
[00:09:25] [SPEAKER_01]: You know, I asked one of my engineers and why do you like working here outside of me?
[00:09:29] [SPEAKER_01]: Of course.
[00:09:30] [SPEAKER_01]: And he says, he says, I'm never leave you boss here the greatest.
[00:09:34] [SPEAKER_01]: And I said, well, thank you appreciate that.
[00:09:36] [SPEAKER_01]: He said, so if you quit, if I fire you, you're still coming to work.
[00:09:38] [SPEAKER_01]: So we have course. And so you know, it was really good.
[00:09:41] [SPEAKER_01]: I said, why do you really like working? He says, he says, I can come into work every day.
[00:09:46] [SPEAKER_01]: Even if some of the tasks are similar, nothing is the same.
[00:09:50] [SPEAKER_01]: I learned something new every day.
[00:09:51] [SPEAKER_01]: I'm just a new adventure. There's a new opportunity.
[00:09:54] [SPEAKER_01]: There's a new technology. Doesn't matter what.
[00:09:56] [SPEAKER_01]: We could be exposed in a given week to 18 different firewall technologies.
[00:10:00] [SPEAKER_01]: The new, we're doing the new cloud thing before other people are doing the new cloud thing.
[00:10:04] [SPEAKER_01]: Because somebody and our pool of customers who's disparate and unique goes,
[00:10:07] [SPEAKER_01]: I want to do this new cloud thing. Okay.
[00:10:10] [SPEAKER_01]: You know, so we go down that rabbit hole with them and we vet those things.
[00:10:13] [SPEAKER_01]: So we get to kind of be the early adopters.
[00:10:15] [SPEAKER_01]: We do the complicated things.
[00:10:17] [SPEAKER_01]: And so we bring that to the table.
[00:10:19] [SPEAKER_01]: I try to bring that service to MSP's because building a good technical team that can execute is hard.
[00:10:27] [SPEAKER_00]: Let me rewind for a second.
[00:10:29] [SPEAKER_00]: Could you cover it a lot?
[00:10:30] [SPEAKER_00]: Of course. But if I'm paying attention,
[00:10:33] [SPEAKER_00]: it sounds like you built something like an MSP along the way.
[00:10:36] [SPEAKER_01]: Yes. So in the middle of all of that.
[00:10:38] [SPEAKER_01]: That's what I was trying to figure out.
[00:10:40] [SPEAKER_01]: Yeah. So in the middle of all of that, right?
[00:10:43] [SPEAKER_01]: We kind of had to become an MSP.
[00:10:46] [SPEAKER_01]: I would at first it was without intention.
[00:10:49] [SPEAKER_01]: Right. And later became with intention.
[00:10:52] [SPEAKER_00]: I can't know.
[00:10:53] [SPEAKER_01]: And that has to do with, I think, being honest with yourself as a business.
[00:10:58] [SPEAKER_01]: Honestly, right? I mean, a couple of years ago we decided we needed to be honest with ourselves as business.
[00:11:04] [SPEAKER_01]: And we decided what does that mean? Right. Well, there's a lot of values.
[00:11:12] [SPEAKER_01]: We have processes.
[00:11:14] [SPEAKER_01]: Do we have procedures? Do we have clear and clear financial controls?
[00:11:17] [SPEAKER_01]: Do we have the right people in the right jobs? Are we...
[00:11:20] [SPEAKER_01]: Do we have customer service?
[00:11:22] [SPEAKER_01]: Or do we have just people who answer the phone?
[00:11:24] [SPEAKER_01]: Do we have engineers? Or do we have people that just dabble?
[00:11:28] [SPEAKER_01]: Or what do we have?
[00:11:29] [SPEAKER_01]: We had to define our company.
[00:11:31] [SPEAKER_01]: And we became an intentional MSP. Right? So we began to put together packages around the services necessary to help our clients,
[00:11:39] [SPEAKER_01]: and then we ditched a little bit around.
[00:11:40] [SPEAKER_01]: We do some medical. We do energy pretty heavily. We have some other things.
[00:11:45] [SPEAKER_01]: But those are the things that we tend to do very, very well.
[00:11:49] [SPEAKER_01]: I don't know why. It's not like one day I woke up and said, you know, it'd be great if I'm a hip-a expert.
[00:11:53] [SPEAKER_01]: That didn't happen. It just happened.
[00:11:55] [SPEAKER_01]: You know, and I found people I liked.
[00:11:59] [SPEAKER_01]: I had some hospitals that just loved us.
[00:12:02] [SPEAKER_01]: And we would step in and we would bail them out of these crazy jams.
[00:12:06] [SPEAKER_01]: And the IT people would be like, you're amazing.
[00:12:08] [SPEAKER_01]: Can you help us with these other things?
[00:12:09] [SPEAKER_01]: And it just built and it built a built.
[00:12:11] [SPEAKER_01]: We put together monthly recurring packages.
[00:12:13] [SPEAKER_01]: And we just built it.
[00:12:15] [SPEAKER_01]: And then we started managing it that way.
[00:12:18] [SPEAKER_01]: And all of my concerted clients who are direct to us.
[00:12:23] [SPEAKER_01]: We do something a little unique.
[00:12:25] [SPEAKER_01]: If you're a direct client and you're unique,
[00:12:26] [SPEAKER_01]: we give you a technical account manager that is dedicated to you.
[00:12:29] [SPEAKER_01]: Now, you might split you with four people,
[00:12:32] [SPEAKER_01]: because you don't want to pay one guy full-time.
[00:12:35] [SPEAKER_01]: But you get this fantastic babysitter who looks after you.
[00:12:37] [SPEAKER_01]: He's your ex.
[00:12:38] [SPEAKER_01]: Your quasi-IT director.
[00:12:41] [SPEAKER_01]: The big companies do that.
[00:12:42] [SPEAKER_01]: The really big companies.
[00:12:43] [SPEAKER_01]: They give it to you if you work with AT&T.
[00:12:45] [SPEAKER_01]: They're like, what are going to give you an account manager?
[00:12:47] [SPEAKER_01]: You get the account manager for their 180-t clients.
[00:12:50] [SPEAKER_01]: And they call in.
[00:12:51] [SPEAKER_01]: You want all the time.
[00:12:52] [SPEAKER_01]: And there's a relationship.
[00:12:53] [SPEAKER_01]: And you know, you start doing a million dollars in AT&T business.
[00:12:55] [SPEAKER_01]: So they said, you get a different account manager.
[00:12:57] [SPEAKER_01]: Because he now only has 20 clients, right?
[00:12:59] [SPEAKER_01]: Or whatever that number is.
[00:13:01] [SPEAKER_01]: And so we kind of said, this is something we want to be intentional about.
[00:13:04] [SPEAKER_01]: If we're going to be serious about being an MSP,
[00:13:06] [SPEAKER_01]: I want the customers that sign up with us to have the best experience.
[00:13:08] [SPEAKER_01]: I can provide them.
[00:13:10] [SPEAKER_01]: Which also means not everybody's going to be our customer.
[00:13:14] [SPEAKER_00]: Hey guys.
[00:13:15] [SPEAKER_00]: Today's episode is sponsored by Survocity.
[00:13:17] [SPEAKER_00]: Survocity does two things very differently from any other backup in DR company.
[00:13:23] [SPEAKER_00]: The first is they are maniacal about testing your backups.
[00:13:27] [SPEAKER_00]: Daily, weekly, monthly and quarterly.
[00:13:30] [SPEAKER_00]: Last, they're crazy enough to manage the backups and take over 80% of the operations.
[00:13:36] [SPEAKER_00]: So it's done for you proactively.
[00:13:38] [SPEAKER_00]: But allows you to put your hands on it to be the hero when needed.
[00:13:42] [SPEAKER_00]: If you want all of that, plus immutable and unlimited storage,
[00:13:45] [SPEAKER_00]: make sure to take a look at Survocity.com.
[00:13:51] [SPEAKER_00]: So help me understand that because there's a lot in there to unpack.
[00:13:55] [SPEAKER_00]: There's a lot.
[00:13:55] [SPEAKER_00]: You said you signed up.
[00:13:56] [SPEAKER_01]: You could be here for a long time.
[00:13:58] [SPEAKER_01]: You got all day.
[00:14:01] [SPEAKER_00]: I'm kind of trying to put you in a box and that's a hard thing to do with you.
[00:14:04] [SPEAKER_00]: I'm very not a good box guy.
[00:14:06] [SPEAKER_00]: Yeah, I'll tell you that.
[00:14:07] [SPEAKER_00]: So if that side of the box all the time.
[00:14:09] [SPEAKER_00]: So you serve MSPs.
[00:14:11] [SPEAKER_00]: You run MSP or both.
[00:14:13] [SPEAKER_00]: Okay.
[00:14:15] [SPEAKER_01]: So the MSP business is something we started doing to help MSPs probably, like said four or five years ago.
[00:14:22] [SPEAKER_01]: Started before my last sales guy.
[00:14:24] [SPEAKER_01]: We started down this road.
[00:14:26] [SPEAKER_01]: And honestly, I'm about bandeted at two years ago.
[00:14:28] [SPEAKER_01]: I pretty much gave up on them.
[00:14:29] [SPEAKER_01]: Like these guys, because I'm going into MSPs and they're like you're too expensive.
[00:14:33] [SPEAKER_01]: You can't help us.
[00:14:35] [SPEAKER_01]: And all these MSPs we're talking to, we're living in a world of break fix.
[00:14:39] [SPEAKER_00]: Yeah.
[00:14:39] [SPEAKER_01]: And they were having a really hard time waking up and saying you need to be a business.
[00:14:44] [SPEAKER_01]: So now I found myself being a business coach.
[00:14:47] [SPEAKER_01]: You watch my speech, right?
[00:14:49] [SPEAKER_01]: We're talking a little bit about coming to the realization of some of those things.
[00:14:54] [SPEAKER_01]: I'm having these calls with people.
[00:14:55] [SPEAKER_01]: I'm trying to sell them something and then said I'm becoming a counselor.
[00:14:58] [SPEAKER_01]: And I'm like, hey, if you did this, you would not have that problem anymore.
[00:15:03] [SPEAKER_01]: Really?
[00:15:03] [SPEAKER_01]: And then they would do that.
[00:15:04] [SPEAKER_01]: They'd call me back.
[00:15:05] [SPEAKER_01]: That was amazing.
[00:15:05] [SPEAKER_01]: What other thing can I do?
[00:15:07] [SPEAKER_01]: And that became my conversations with people.
[00:15:09] [SPEAKER_01]: But they're still not buying things.
[00:15:12] [SPEAKER_01]: That's wonderful.
[00:15:13] [SPEAKER_01]: I love to do that.
[00:15:13] [SPEAKER_01]: I can be a missionary.
[00:15:15] [SPEAKER_01]: I love to be a missionary.
[00:15:16] [SPEAKER_01]: I love to minister, but ultimately I have children that are in college that I have to pay for.
[00:15:20] [SPEAKER_01]: And so I had to have things that sold and the problem was that I was turning into a charity.
[00:15:26] [SPEAKER_01]: I was doing so much outreach talking to so many providers.
[00:15:29] [SPEAKER_01]: I'm like, you know, I came to my staff and I said, I'm done.
[00:15:31] [SPEAKER_01]: I think I'm going to give up on the MSP business.
[00:15:33] [SPEAKER_01]: And my sales guys, no, no, we're talking to so many people.
[00:15:36] [SPEAKER_01]: I said, we're talking to so many people that are doing nothing.
[00:15:39] [SPEAKER_01]: They can't use our services.
[00:15:42] [SPEAKER_01]: And so we've really focused back and on kind of being niche for a little while.
[00:15:46] [SPEAKER_01]: And we still did some of it.
[00:15:47] [SPEAKER_01]: We didn't abandon it completely, but we became a non-priority.
[00:15:52] [SPEAKER_01]: You know, well, then we got a couple of pretty good ones.
[00:15:54] [SPEAKER_01]: Then we got a few more pretty good ones.
[00:15:57] [SPEAKER_01]: A couple more good.
[00:15:58] [SPEAKER_01]: And it kind of started to build some cadence.
[00:16:01] [SPEAKER_01]: You know, I ended up getting several that were regular and succeeding.
[00:16:06] [SPEAKER_01]: And I had case studies of good people that were working in and we built relationships.
[00:16:11] [SPEAKER_01]: And that was moving along really nicely.
[00:16:13] [SPEAKER_01]: And I went, well, you know, this isn't a big market for us right now, right?
[00:16:18] [SPEAKER_01]: That's like less than 20% of our revenue.
[00:16:20] [SPEAKER_01]: But maybe there's something to this.
[00:16:23] [SPEAKER_01]: And so we continued down that path.
[00:16:26] [SPEAKER_01]: And we've done pretty good.
[00:16:27] [SPEAKER_01]: And I thought probably got about 50 active MSPs right now.
[00:16:30] [SPEAKER_01]: I've got several hundred in the database on the.
[00:16:34] [SPEAKER_01]: When do you want to call it the could we could call you slash call you an emergency list?
[00:16:38] [SPEAKER_01]: I've a bunch of them there.
[00:16:39] [SPEAKER_01]: Just happily call in an emergency.
[00:16:41] [SPEAKER_01]: We charge a lot extra for that now.
[00:16:43] [SPEAKER_01]: That's something we started a couple years ago.
[00:16:45] [SPEAKER_01]: Okay, if you're not going to be on our books, you're not going to be a subscriber.
[00:16:48] [SPEAKER_01]: You could require your customers to subscribe.
[00:16:50] [SPEAKER_01]: If you're not going to subscribe to us, then we're going to be a penalty.
[00:16:53] [SPEAKER_01]: And the penalty is like, you know, twice as much.
[00:16:55] [SPEAKER_01]: Sure.
[00:16:57] [SPEAKER_01]: And we just had to.
[00:16:57] [SPEAKER_01]: I had to have a wall because the people who didn't subscribe, one of the same level of services
[00:17:02] [SPEAKER_01]: that people who do subscribe and that's not fair.
[00:17:05] [SPEAKER_01]: It's not right on top of being unfair.
[00:17:08] [SPEAKER_01]: And unrealistic.
[00:17:09] [SPEAKER_01]: I can't.
[00:17:10] [SPEAKER_01]: I can't.
[00:17:10] [SPEAKER_01]: You know, and the people who don't subscribe more often than not are the emergency people.
[00:17:15] [SPEAKER_01]: Everything's a fire.
[00:17:17] [SPEAKER_01]: And so we got into this pretty good cadence with these guys and started building really
[00:17:21] [SPEAKER_01]: and helping their business, seeing the outcomes of success on helping them streamline and be more operational
[00:17:28] [SPEAKER_01]: and reduce their problems.
[00:17:30] [SPEAKER_01]: And really kind of be that next level support for the things that they needed.
[00:17:34] [SPEAKER_01]: But we enabled several of our customers to take on clients they never could have taken on before.
[00:17:41] [SPEAKER_01]: I mean, I have a great testimonial from an MSB out of Atlanta where we visited for about an hour.
[00:17:47] [SPEAKER_01]: And we did an interview, kind of like this.
[00:17:49] [SPEAKER_01]: And he said, you know, meeting you and spending time with the Cabinet of Customer for like five or six years.
[00:17:55] [SPEAKER_01]: He said, is a game changer.
[00:17:57] [SPEAKER_01]: He said, we can go into a sales meeting now.
[00:17:59] [SPEAKER_01]: And I never have fear that I can't do what they ask me to do.
[00:18:04] [SPEAKER_01]: That alone is worth every penny of the subscription we pay you by itself.
[00:18:08] [SPEAKER_01]: And then we just helped them close $180,000 a year deal.
[00:18:12] [SPEAKER_01]: Just helped them close it.
[00:18:13] [SPEAKER_01]: We just did the pre-sales with them.
[00:18:14] [SPEAKER_01]: We stepped in on a piece of it for like maybe two hours of stuff that they just weren't comfortable with.
[00:18:20] [SPEAKER_01]: Customer happy, boom, boom, boom, good to go.
[00:18:23] [SPEAKER_01]: And I've got story after story after story like that.
[00:18:25] [SPEAKER_01]: So it's not just the technical expertise that we're selling, right?
[00:18:29] [SPEAKER_01]: It's not my job to just sell you technical expertise.
[00:18:31] [SPEAKER_01]: My job to be a partner with you, help you try to grow what you're doing,
[00:18:34] [SPEAKER_01]: to be ineffective as being an MSB.
[00:18:37] [SPEAKER_01]: And hopefully take some of our lessons learned and translate those.
[00:18:40] [SPEAKER_00]: Yeah.
[00:18:41] [SPEAKER_00]: So if I'm listening and I wasn't MSB, so...
[00:18:46] [SPEAKER_00]: I'm saying they're going, huh?
[00:18:47] [SPEAKER_00]: That's cool.
[00:18:48] [SPEAKER_00]: Lots of issues.
[00:18:48] [SPEAKER_00]: That's exactly.
[00:18:49] [SPEAKER_00]: There's lots of things where are those ones you can help with?
[00:18:53] [SPEAKER_00]: Where is that?
[00:18:54] [SPEAKER_00]: Because it's interesting.
[00:18:55] [SPEAKER_00]: Yeah.
[00:18:56] [SPEAKER_00]: You train to the business side.
[00:18:57] [SPEAKER_01]: Yep.
[00:18:58] [SPEAKER_01]: And so it really takes a lot of interesting forms, right?
[00:19:00] [SPEAKER_01]: So I would argue I probably got four, five.
[00:19:03] [SPEAKER_01]: I mean, I haven't really sat in quantified but there's, I don't know, three, four, five different categories of MSB, right?
[00:19:07] [SPEAKER_01]: So if we start from the bottom, I've got the one or two man shop that lives in a
[00:19:12] [SPEAKER_01]: potential state of hair on fire or quasi-hair on fire.
[00:19:17] [SPEAKER_01]: That almost always 100% naturally the subscription turns into a firefighting fest, right?
[00:19:23] [SPEAKER_01]: There it go, beating tickets all the time.
[00:19:25] [SPEAKER_01]: And the stuff might not even be level three things.
[00:19:27] [SPEAKER_01]: Lots of them are level two things but they're just the resource bound, their knowledge
[00:19:32] [SPEAKER_01]: bound and their time bound, all of those things, right?
[00:19:35] [SPEAKER_01]: I don't know, people have no time.
[00:19:37] [SPEAKER_01]: And so we begin to stomp those out if they're smart and they pay attention and they listen and they engage.
[00:19:44] [SPEAKER_01]: You know, I'm not quite, I'm going to give them the manual of a rule looked to follow but we're having a conversation.
[00:19:48] [SPEAKER_01]: If you're living attention to the information we tell you and your tickets, if you're talking to the staff,
[00:19:52] [SPEAKER_01]: if you're meeting with my customer service people and just talking, you bring us into your sales engagements and have conversations with us.
[00:19:59] [SPEAKER_01]: All of a sudden you get better and now you're not on fire all the time because we're going to stomp the fires out and we're going to come see, hey,
[00:20:04] [SPEAKER_01]: we can stomp all the fires out in this client, if we'll do a lot of these things.
[00:20:07] [SPEAKER_01]: Okay, yeah, do those things and all the fires go out.
[00:20:09] [SPEAKER_01]: Okay, now next client, right?
[00:20:11] [SPEAKER_01]: And ultimately these customers come out better than when they start it.
[00:20:14] [SPEAKER_01]: If they listen, you get them every so often ones that stay on fire.
[00:20:18] [SPEAKER_01]: Sure, just never come out of fire.
[00:20:20] [SPEAKER_01]: Next here I would say is this side, I don't know, three to five, maybe sevenish, MSP type people.
[00:20:28] [SPEAKER_01]: There world is a little bit different.
[00:20:31] [SPEAKER_01]: So sometimes if they're fortunate, they have one really smart guy, right? If you're fortunate, I need to vacation.
[00:20:39] [SPEAKER_01]: Head MSP the other day.
[00:20:40] [SPEAKER_01]: You have been here nine years on the level three guy never had a vacation ever.
[00:20:44] [SPEAKER_01]: And he's like, I'm just about now about the past out.
[00:20:47] [SPEAKER_01]: I just can't do it anymore.
[00:20:48] [SPEAKER_01]: So I think it about quitting.
[00:20:49] [SPEAKER_01]: You didn't want to tell the owner.
[00:20:51] [SPEAKER_01]: And I said, well, please don't quit.
[00:20:53] [SPEAKER_00]: Yeah.
[00:20:53] [SPEAKER_01]: What I really would like you to do is spend a week with my team, transition as much as your knowledge as it's humanly reasonable.
[00:20:59] [SPEAKER_01]: Right? When I go to be not going to be you, that's not the goal.
[00:21:01] [SPEAKER_01]: But the goal is to be effective while you're gone.
[00:21:04] [SPEAKER_01]: Please help us do that and then when you go away from month, can you do that?
[00:21:07] [SPEAKER_01]: We will make sure things are not burning down when you get back because you're going to tell us what not burning down means.
[00:21:12] [SPEAKER_01]: Nice.
[00:21:13] [SPEAKER_01]: Anyway, yes, anyone away from month.
[00:21:15] [SPEAKER_01]: Well, well, don't want to think of that.
[00:21:17] [SPEAKER_01]: Oh, he was panic.
[00:21:18] [SPEAKER_01]: Oh my god, the corner calls me. He was totally panic.
[00:21:21] [SPEAKER_01]: He's going to go away for a month. And I'm like, it's going to be a good place that idea.
[00:21:25] [SPEAKER_01]: Oh, I totally placed that idea.
[00:21:27] [SPEAKER_01]: I'm like, oh, yeah, I go to the owner and say, you're going to lose this guy.
[00:21:29] [SPEAKER_01]: I didn't say he told me he's going to leave.
[00:21:32] [SPEAKER_01]: I said he's going to lose this guy.
[00:21:34] [SPEAKER_01]: Yeah. I mean, it is hands down nine years.
[00:21:37] [SPEAKER_01]: This guy's gone.
[00:21:39] [SPEAKER_01]: And he's like, but I pay him good.
[00:21:40] [SPEAKER_01]: I said nobody gets paid for nine years and doesn't go on vacation ever.
[00:21:43] [SPEAKER_01]: We've had a couple of sick days.
[00:21:44] [SPEAKER_01]: I'm like, and the fact that that's in your head is a problem.
[00:21:47] [SPEAKER_01]: Yes.
[00:21:47] [SPEAKER_01]: I said, you need to walk away from this. You're too close.
[00:21:50] [SPEAKER_01]: And he said, well, how long you've been, you know, he had my resume.
[00:21:53] [SPEAKER_01]: And so he was like, okay, we probably don't what you're talking about.
[00:21:55] [SPEAKER_01]: I got numbers to tell you. I proved that.
[00:21:57] [SPEAKER_01]: I don't want to talk about it.
[00:21:58] [SPEAKER_01]: You know, and so it's an ask my staff, right?
[00:22:01] [SPEAKER_01]: Let's just call them.
[00:22:03] [SPEAKER_01]: And ultimately they worked out.
[00:22:05] [SPEAKER_01]: And I've had more than one of those that I would like to admit.
[00:22:08] [SPEAKER_01]: But nine years is probably the longest.
[00:22:09] [SPEAKER_01]: But I've had more than one of those.
[00:22:11] [SPEAKER_01]: I mean, I went into four years ahead of vacation two years.
[00:22:14] [SPEAKER_01]: I've had a lot of fun in the vacation.
[00:22:16] [SPEAKER_01]: I've had the business owners.
[00:22:18] [SPEAKER_01]: I've had businesses coming.
[00:22:19] [SPEAKER_01]: I've never had a vacation.
[00:22:20] [SPEAKER_01]: I've been, I've been, I've been, I've been, I've been this company five six years ago.
[00:22:22] [SPEAKER_01]: I've never had a vacation ever take my family anywhere.
[00:22:24] [SPEAKER_01]: I would just really like to not answer the phone once.
[00:22:27] [SPEAKER_00]: Yeah.
[00:22:27] [SPEAKER_01]: And I would go, we'll take over.
[00:22:29] [SPEAKER_01]: Yes.
[00:22:29] [SPEAKER_01]: Fine.
[00:22:30] [SPEAKER_01]: Right? Now, you may or may not pay a premium for that.
[00:22:33] [SPEAKER_01]: I had one use case where the guy they were while he was gone.
[00:22:35] [SPEAKER_01]: There was like, I don't know, 60, 80 tickets.
[00:22:37] [SPEAKER_01]: It was pretty expensive.
[00:22:38] [SPEAKER_01]: You know what, but he still has vacation on bothered.
[00:22:40] [SPEAKER_01]: We'd have to come for anything.
[00:22:41] [SPEAKER_01]: And there was another time to come on vacation.
[00:22:45] [SPEAKER_01]: I think we had four tickets.
[00:22:46] [SPEAKER_01]: The entire time he was gone, he came back and we were like,
[00:22:48] [SPEAKER_01]: oh, we forgot you were on vacation.
[00:22:50] [SPEAKER_01]: You know, we were such a non-problem.
[00:22:52] [SPEAKER_01]: Because when the guy's run vacation,
[00:22:53] [SPEAKER_01]: a big announcement goes out to the whole team.
[00:22:55] [SPEAKER_01]: This guy's going to be gone.
[00:22:56] [SPEAKER_01]: We're going to be taking over, brush up on their material.
[00:22:58] [SPEAKER_01]: Right? There's a whole internal process that we follow that,
[00:23:00] [SPEAKER_01]: like, reminds everybody that this is going to happen.
[00:23:04] [SPEAKER_01]: And we forgot this guy went on vacation.
[00:23:05] [SPEAKER_01]: We were all like, oh, that's right. He was gone.
[00:23:07] [SPEAKER_01]: Yeah, everything was great.
[00:23:08] [SPEAKER_01]: Yeah, he was like, oh, that's right.
[00:23:12] [SPEAKER_01]: But then there's the next tier, right?
[00:23:14] [SPEAKER_01]: So there's this like nine to 15, 20 people.
[00:23:17] [SPEAKER_01]: These people get a little different right now.
[00:23:18] [SPEAKER_01]: They feel like, I don't want to use the word,
[00:23:20] [SPEAKER_01]: if you're on purpose, they feel like they're acting
[00:23:22] [SPEAKER_01]: together.
[00:23:23] [SPEAKER_01]: Yeah.
[00:23:23] [SPEAKER_01]: How am I act together? I'm doing a pretty good job, right?
[00:23:25] [SPEAKER_01]: But the reality is, if at best you got two,
[00:23:27] [SPEAKER_01]: three level three guys, they're all running the ship
[00:23:30] [SPEAKER_01]: on their own.
[00:23:31] [SPEAKER_01]: Almost always.
[00:23:32] [SPEAKER_01]: They were doing their own thing.
[00:23:33] [SPEAKER_01]: There's either anybody who's watching this.
[00:23:34] [SPEAKER_01]: That was what I'm talking about.
[00:23:36] [SPEAKER_01]: Right, they're running the ship on their own.
[00:23:37] [SPEAKER_01]: You probably can't tell them what to do.
[00:23:40] [SPEAKER_01]: If you're lucky, you've got one who's really collaborative, maybe.
[00:23:44] [SPEAKER_01]: If you have three guys who are super collaborative right now
[00:23:47] [SPEAKER_01]: and they're level three in their bank, everything out,
[00:23:50] [SPEAKER_01]: count your blessings and pay them whatever it takes to keep them.
[00:23:52] [SPEAKER_01]: Yeah.
[00:23:52] [SPEAKER_01]: It's that simple.
[00:23:53] [SPEAKER_01]: And I mean, I'm not joking.
[00:23:54] [SPEAKER_01]: It's that difficult.
[00:23:57] [SPEAKER_01]: And if they can solve all your problems,
[00:23:59] [SPEAKER_01]: they keep your customers happy.
[00:24:01] [SPEAKER_01]: And they're not overburdened and they get their weekends
[00:24:03] [SPEAKER_01]: and they get their vacation time.
[00:24:04] [SPEAKER_01]: And then you have a hell of a team and you need to keep that team
[00:24:08] [SPEAKER_01]: whatever you have to do.
[00:24:09] [SPEAKER_01]: I mean, what don't care what you have to spend over backwards?
[00:24:12] [SPEAKER_01]: Mm-hmm.
[00:24:12] [SPEAKER_01]: It is too difficult.
[00:24:14] [SPEAKER_01]: I've watched too many cut, I've, I had an MSP
[00:24:17] [SPEAKER_01]: and in the Georgia area, I remember where he was,
[00:24:20] [SPEAKER_01]: we're all Georgia somewhere.
[00:24:22] [SPEAKER_01]: He had three guys.
[00:24:24] [SPEAKER_01]: Paying him really decent wages.
[00:24:25] [SPEAKER_01]: They've been there five years, incredible guys.
[00:24:27] [SPEAKER_01]: And we worked with them for four or five years.
[00:24:29] [SPEAKER_01]: Really good engineers.
[00:24:30] [SPEAKER_01]: We trained him up through our team, working together with them.
[00:24:34] [SPEAKER_01]: We really get collaboration.
[00:24:36] [SPEAKER_01]: I knew all of one of first-name bases and new third kids names, right?
[00:24:39] [SPEAKER_01]: Really cool team.
[00:24:41] [SPEAKER_01]: And one day the business under calls me,
[00:24:42] [SPEAKER_01]: and I'd deem the business center about once a quarter.
[00:24:44] [SPEAKER_01]: We just chat, we just a business center business,
[00:24:46] [SPEAKER_01]: or anybody else wondering, hey man, let's just chat.
[00:24:48] [SPEAKER_01]: Okay, we talk business and relationships and stuff.
[00:24:51] [SPEAKER_01]: And he calls me because man, he said they all quit today.
[00:24:55] [SPEAKER_01]: All of them.
[00:24:56] [SPEAKER_01]: I can't run my company.
[00:24:58] [SPEAKER_01]: I literally don't know what to do.
[00:24:59] [SPEAKER_01]: And he said, I said, was I your first call?
[00:25:02] [SPEAKER_01]: He said, yes, I said that good.
[00:25:03] [SPEAKER_01]: You did the right thing.
[00:25:04] [SPEAKER_01]: And I said, I don't know what this is going to cost,
[00:25:07] [SPEAKER_01]: but I'm not going to charge you full rate.
[00:25:10] [SPEAKER_01]: It's not going to happen.
[00:25:10] [SPEAKER_01]: We're going to make you survive.
[00:25:12] [SPEAKER_01]: We're going to get through this together.
[00:25:13] [SPEAKER_01]: We're going to figure it out.
[00:25:15] [SPEAKER_01]: And I said, we're taking right now.
[00:25:16] [SPEAKER_01]: You've forward every ticket to my ticket system.
[00:25:18] [SPEAKER_01]: You've forward every phone call to my phone call.
[00:25:20] [SPEAKER_01]: Board, we're going to figure it out.
[00:25:22] [SPEAKER_01]: I gave him a white label line.
[00:25:23] [SPEAKER_01]: We answered the phone with his name.
[00:25:25] [SPEAKER_01]: That took me half a day to send all that up.
[00:25:27] [SPEAKER_01]: But we said it, did it sort of handling it.
[00:25:29] [SPEAKER_01]: He lost no customers in that window.
[00:25:31] [SPEAKER_01]: But in fact, he gets customers started calling him and saying, man, what did you do?
[00:25:35] [SPEAKER_01]: We get to the best customer service ever.
[00:25:36] [SPEAKER_01]: This is great.
[00:25:38] [SPEAKER_01]: I said, but this is not sustainable at the price that I'm charging you.
[00:25:43] [SPEAKER_01]: This is a month to get us through while we go find people.
[00:25:47] [SPEAKER_01]: Go find people.
[00:25:48] [SPEAKER_01]: So you went found people.
[00:25:49] [SPEAKER_01]: I helped interview a couple of people.
[00:25:50] [SPEAKER_01]: I took my personal time didn't charge him.
[00:25:52] [SPEAKER_01]: I helped him interview a couple of people.
[00:25:53] [SPEAKER_01]: We found a couple of engineers brought him online.
[00:25:56] [SPEAKER_01]: It's a now-arhanting back.
[00:25:57] [SPEAKER_01]: But we're here now.
[00:26:00] [SPEAKER_01]: We know your customer base.
[00:26:01] [SPEAKER_01]: Those guys can ask us.
[00:26:03] [SPEAKER_01]: So flurry, flurry couple weeks.
[00:26:04] [SPEAKER_01]: Flurry, flurry, flurry activity questions questions questions questions.
[00:26:07] [SPEAKER_01]: That starts tone it down.
[00:26:09] [SPEAKER_01]: And then we were able to put him back on his normal maintenance plan and his normal subscription.
[00:26:13] [SPEAKER_01]: I think he started out.
[00:26:14] [SPEAKER_01]: We ended bump him up like because we do subscription plans.
[00:26:17] [SPEAKER_01]: It's a certain number of hours a month.
[00:26:18] [SPEAKER_01]: I'd bump him up.
[00:26:19] [SPEAKER_01]: I think to like 40 or 60 hours for that next couple of months at the real rate.
[00:26:24] [SPEAKER_01]: Yeah.
[00:26:24] [SPEAKER_01]: So I'm not dying before we put back down to where he was, which I think was like a 10 or 20 hour rate.
[00:26:31] [SPEAKER_01]: So you know, if you have partners in the industry, you can do amazing things.
[00:26:35] [SPEAKER_01]: If you look at the availability of options that are out there, you can do amazing things.
[00:26:39] [SPEAKER_01]: But it's a reality that these are challenges, practical challenges that MSPs have to face.
[00:26:45] [SPEAKER_01]: The level three piece of it is only the level of smarts and the cost.
[00:26:50] [SPEAKER_01]: Right?
[00:26:52] [SPEAKER_01]: It's the process, it's the execution.
[00:26:54] [SPEAKER_01]: It's the people that it's the right resource for the job.
[00:26:58] [SPEAKER_01]: I can't tell you how many times we have something come in even in my world where we do a good job
[00:27:03] [SPEAKER_01]: at this and an engineer picks it up and starts down the hole and it gets two hours in.
[00:27:07] [SPEAKER_01]: Wait a minute.
[00:27:08] [SPEAKER_01]: I'm not the right engineer for this job.
[00:27:10] [SPEAKER_01]: I had to have the skill but somebody has to have done this before.
[00:27:13] [SPEAKER_01]: And why am I doing this now?
[00:27:15] [SPEAKER_01]: And there's a self reflection and they hit the team and like, hey man, is it real done this already?
[00:27:19] [SPEAKER_01]: Because I'm like two hours into this thing.
[00:27:21] [SPEAKER_01]: Another guy goes, oh yeah man, I did one of those last week.
[00:27:24] [SPEAKER_01]: Let me show you what you're missing.
[00:27:25] [SPEAKER_01]: Pop, sane, collaborate, blah, blah, blah, blah, that two hour thing now becomes an hour thing
[00:27:30] [SPEAKER_01]: and everybody wins.
[00:27:31] [SPEAKER_01]: You can't do that in an MSP because the MSP, you know what he sees, the same stack every day,
[00:27:37] [SPEAKER_01]: same systems and more and more often what he's going to do is if he adopts a new client,
[00:27:42] [SPEAKER_01]: he's going to do everything he can to convert that client to his stack and his hardware.
[00:27:46] [SPEAKER_01]: You've got to have one stack because, yeah, right?
[00:27:48] [SPEAKER_01]: That's what they tell you.
[00:27:49] [SPEAKER_01]: I want to say because you can't learn at all, right?
[00:27:52] [SPEAKER_01]: Well we're in a really interesting market because we're supporting so many different things.
[00:27:56] [SPEAKER_01]: We get this thing and people will call sometimes and they'll go, can you guys do this?
[00:28:00] [SPEAKER_01]: And we're like, well I don't know but we can do this, this and this, they're all very, very similar.
[00:28:04] [SPEAKER_01]: So probably, right?
[00:28:06] [SPEAKER_01]: And they give it to us and we bang it out of the pocket out of the park in a couple hours.
[00:28:09] [SPEAKER_01]: And they're like, well that was cool because our guy spent two days on a guy nowhere.
[00:28:12] [SPEAKER_01]: Yeah, you know. And so there's, there's something to be said for that exposure and that, you know,
[00:28:18] [SPEAKER_01]: for that world and so there comes a point in the MSP story when you're in the 7 to 15, right?
[00:28:24] [SPEAKER_01]: There becomes a point where there's an emotion attached to how big they are and how much they should be able to do internally.
[00:28:31] [SPEAKER_01]: And they don't want to have conversations with people like me anymore, right?
[00:28:33] [SPEAKER_01]: They don't want outsource, they view us as some sort of outsource help desk but that's not what we are a partner.
[00:28:38] [SPEAKER_01]: I mean it's truly everything we do as a partner in this story.
[00:28:40] [SPEAKER_01]: I just told you it's a perfect example and I've got 50 more of those.
[00:28:44] [SPEAKER_01]: And that partnership is missing.
[00:28:46] [SPEAKER_01]: I'm a people guy, I bring the people to the equation.
[00:28:49] [SPEAKER_01]: I want my staff to be every customer happy and want to be there.
[00:28:52] [SPEAKER_01]: Are we perfect? No.
[00:28:53] [SPEAKER_01]: We're engineers in a box.
[00:28:55] [SPEAKER_01]: Of course we're not perfect.
[00:28:57] [SPEAKER_01]: I got great account managers who communicate beautifully, right?
[00:29:01] [SPEAKER_01]: But there's engineers, right?
[00:29:04] [SPEAKER_01]: I mean they're smart, they do have people skills but they're engineers.
[00:29:07] [SPEAKER_01]: Yep.
[00:29:08] [SPEAKER_01]: We're the people.
[00:29:09] [SPEAKER_01]: We can all lie to that.
[00:29:11] [SPEAKER_01]: Right?
[00:29:11] [SPEAKER_01]: Where the people you slide the pizza under the door and we make the world go round.
[00:29:15] [SPEAKER_01]: We're not the guys, you put in front of mom and we give a beautiful speech on the wedding day.
[00:29:20] [SPEAKER_01]: It's not happening.
[00:29:22] [SPEAKER_01]: And so those are the things that people just have to come to grips with.
[00:29:26] [SPEAKER_01]: Even if we're good at what we do, let us be good at what we do.
[00:29:28] [SPEAKER_01]: That is problems all.
[00:29:30] [SPEAKER_01]: Let us move that ball.
[00:29:33] [SPEAKER_01]: But as they get to the certain size,
[00:29:35] [SPEAKER_01]: we don't want to partner.
[00:29:37] [SPEAKER_01]: We don't need you kind of mind-saving begins.
[00:29:39] [SPEAKER_01]: I start seeing it in these 12 and 15 people.
[00:29:42] [SPEAKER_01]: And the reality is those are people that need us the most.
[00:29:45] [SPEAKER_01]: They need a partner.
[00:29:46] [SPEAKER_01]: They need someone who can help.
[00:29:47] [SPEAKER_01]: They're people be better and give their people even if they only use just 10 hours a month or five hours a month.
[00:29:54] [SPEAKER_01]: You know what?
[00:29:55] [SPEAKER_01]: Your team of 34 or 5 engineers has a whole other team adjacent to them that they can brainstorm off of.
[00:30:02] [SPEAKER_01]: The value in that is immeasurable, immeasurable.
[00:30:07] [SPEAKER_01]: My team when I bring my guys, I hired a guy and this is my last funny story about this.
[00:30:12] [SPEAKER_01]: I hired a guy a couple years ago.
[00:30:13] [SPEAKER_01]: About four years now maybe.
[00:30:16] [SPEAKER_01]: I hired him a young guy.
[00:30:17] [SPEAKER_01]: When he's working at MSP built himself to the top.
[00:30:20] [SPEAKER_01]: He'll know if he watches this.
[00:30:22] [SPEAKER_01]: He'll know.
[00:30:22] [SPEAKER_01]: He's got to work to the top.
[00:30:23] [SPEAKER_01]: Work to the top.
[00:30:25] [SPEAKER_01]: Work to the top.
[00:30:26] [SPEAKER_01]: Work to the top.
[00:30:27] [SPEAKER_01]: We're in a few process.
[00:30:29] [SPEAKER_01]: We do a personal interview.
[00:30:31] [SPEAKER_01]: You got to get through Nancy.
[00:30:33] [SPEAKER_01]: She's my gal.
[00:30:34] [SPEAKER_01]: You got to get through my Nancy.
[00:30:35] [SPEAKER_01]: If you get through my Nancy, then you get to me.
[00:30:38] [SPEAKER_01]: You get to me.
[00:30:39] [SPEAKER_01]: If I like you, you get a technical interview.
[00:30:42] [SPEAKER_01]: If you survive the technical interview, you meet the team.
[00:30:45] [SPEAKER_01]: We put you on video with the whole level 3 team.
[00:30:49] [SPEAKER_01]: If you like, if that team likes you and I've only had one engineer shot down by the team.
[00:30:54] [SPEAKER_01]: If the team likes you, you get a job.
[00:30:57] [SPEAKER_01]: It's the only way this works.
[00:30:59] [SPEAKER_01]: I'm going to see you more than I see my wife on video.
[00:31:03] [SPEAKER_01]: I want to like you.
[00:31:04] [SPEAKER_01]: That's simple.
[00:31:06] [SPEAKER_01]: I'm not hiring you exclusively for your technical talent.
[00:31:09] [SPEAKER_01]: You have to have a certain level of technical talent to get there.
[00:31:12] [SPEAKER_01]: But I'm not looking for the smartest, the best, just in the brightest.
[00:31:14] [SPEAKER_01]: That's not what I want.
[00:31:15] [SPEAKER_01]: I want to use teachable, communicable, who is proven they can work.
[00:31:20] [SPEAKER_01]: They work at them.
[00:31:20] [SPEAKER_01]: I was proven that they can learn.
[00:31:22] [SPEAKER_01]: I need you to learn.
[00:31:24] [SPEAKER_01]: This guy comes in.
[00:31:26] [SPEAKER_01]: He's normally the smartest guy there who ever goes.
[00:31:28] [SPEAKER_01]: He hands down.
[00:31:29] [SPEAKER_01]: You can tell by talking to smart-scadler.
[00:31:31] [SPEAKER_01]: We put him on the video with the team.
[00:31:35] [SPEAKER_01]: We're in about 10 minutes and he goes, this is the most amazing experience I ever had.
[00:31:39] [SPEAKER_01]: Really? What's going on?
[00:31:41] [SPEAKER_01]: He goes, everyone in this room is smarter to me.
[00:31:43] [SPEAKER_01]: This is cool.
[00:31:46] [SPEAKER_01]: I'm the dumbest guy on the call.
[00:31:49] [SPEAKER_01]: This I've never experienced this.
[00:31:51] [SPEAKER_01]: This is awesome.
[00:31:53] [SPEAKER_01]: It was this mental shift.
[00:31:54] [SPEAKER_01]: It was a mental shift not just for him, but for my team.
[00:31:57] [SPEAKER_01]: They went, oh yeah.
[00:31:58] [SPEAKER_01]: Of course we do.
[00:31:59] [SPEAKER_01]: This is what we do every day.
[00:32:01] [SPEAKER_01]: It was a really interesting.
[00:32:03] [SPEAKER_01]: I almost a lot of ways.
[00:32:04] [SPEAKER_01]: It's a big cultural shift for us because it helped us really.
[00:32:07] [SPEAKER_01]: It helped everybody realize this is a guy who's done everything.
[00:32:12] [SPEAKER_01]: He feels like he's the dumbest guy in the room.
[00:32:16] [SPEAKER_01]: He told me, I want this job.
[00:32:17] [SPEAKER_01]: I don't mean you may.
[00:32:19] [SPEAKER_01]: He says, I want the salary but I almost would not take it.
[00:32:23] [SPEAKER_01]: But I want the job because I want to be able to know what the environment is that can produce people like this.
[00:32:31] [SPEAKER_01]: It's not uncommon for me to hire an engineer in two or three years later.
[00:32:35] [SPEAKER_01]: They're five, ten times the engineer they started.
[00:32:37] [SPEAKER_01]: I didn't do anything.
[00:32:39] [SPEAKER_01]: I'm sitting there putting them to training and you should just take this test.
[00:32:43] [SPEAKER_01]: I do none of that.
[00:32:44] [SPEAKER_01]: We collaborate.
[00:32:45] [SPEAKER_01]: We work together every day.
[00:32:46] [SPEAKER_01]: Hey, this is really cool.
[00:32:47] [SPEAKER_01]: Have you seen this before?
[00:32:49] [SPEAKER_01]: And that becomes the conversation.
[00:32:51] [SPEAKER_01]: What's the exposure?
[00:32:53] [SPEAKER_01]: We have, we are blessed.
[00:32:55] [SPEAKER_01]: God given totally blessed with the opportunity to have that exposure where a traditional
[00:33:01] [SPEAKER_01]: MSP doesn't.
[00:33:03] [SPEAKER_01]: So I'm like, well I want to share that exposure.
[00:33:05] [SPEAKER_01]: How do I share that?
[00:33:06] [SPEAKER_01]: That's kind of what we do with our level 13.
[00:33:08] [SPEAKER_00]: This is really good.
[00:33:09] [SPEAKER_00]: I would love to talk further.
[00:33:12] [SPEAKER_00]: Another day maybe?
[00:33:13] [SPEAKER_00]: Another day.
[00:33:14] [SPEAKER_00]: We could do Zoom.
[00:33:15] [SPEAKER_00]: Did you guys send me a code?
[00:33:16] [SPEAKER_00]: Did you do something like that?
[00:33:17] [SPEAKER_00]: I've got to send your code.
[00:33:17] [SPEAKER_00]: I just sent my code.
[00:33:19] [SPEAKER_00]: And maybe I want to teach her.
[00:33:20] [SPEAKER_00]: There you go.
[00:33:21] [SPEAKER_01]: You know, I can do the T-shirt and the code.
[00:33:23] [SPEAKER_00]: There you go.
[00:33:25] [SPEAKER_00]: Thank you for your time.
[00:33:26] [SPEAKER_00]: I know there will be a lot of people talking to somebody.
[00:33:28] [SPEAKER_01]: I can't tell them about it.
[00:33:29] [SPEAKER_01]: They all book my time.
[00:33:30] [SPEAKER_01]: So it worked out perfect.
[00:33:31] [SPEAKER_01]: I think you book last which is perfect.
[00:33:33] [SPEAKER_01]: So that worked out great.
[00:33:34] [SPEAKER_00]: Thank you for this.
[00:33:35] [SPEAKER_00]: Very very listening.
[00:33:37] [SPEAKER_00]: How should they find you, your company, you online?
[00:33:40] [SPEAKER_01]: We are super easy to find.
[00:33:41] [SPEAKER_01]: ECX Systems.com.
[00:33:43] [SPEAKER_01]: You can hit me on LinkedIn.
[00:33:44] [SPEAKER_01]: I do answer the messages if I think you're real.
[00:33:47] [SPEAKER_01]: So I'm happy to talk to you.
[00:33:49] [SPEAKER_01]: I have a fantastic.
[00:33:50] [SPEAKER_01]: If you send an email to sales and ECX Systems.com, a fantastic front line team, I do talk personally
[00:33:56] [SPEAKER_01]: to everyone.
[00:33:57] [SPEAKER_01]: So you are welcome to get on my calendar.
[00:33:59] [SPEAKER_01]: Talk to me, visit me.
[00:34:01] [SPEAKER_01]: I tend to book 7 to 15 new customer meetings a week.
[00:34:04] [SPEAKER_01]: If I can.
[00:34:06] [SPEAKER_01]: And those are just educational meetings.
[00:34:08] [SPEAKER_01]: I'm not trying to like sell you something.
[00:34:09] [SPEAKER_01]: I was like, we'd learn about each other in what we're the partner.
[00:34:12] [SPEAKER_01]: I mean, I hold a meeting to see if there's synergy.
[00:34:15] [SPEAKER_01]: You know, some people click with me, some people don't.
[00:34:19] [SPEAKER_01]: If they click great, we end up working together at some point.
[00:34:23] [SPEAKER_01]: I have partners all over the world.
[00:34:25] [SPEAKER_01]: I go out of my way to send business to people if I can.
[00:34:28] [SPEAKER_01]: You know, if you're, I've got a partner.
[00:34:29] [SPEAKER_01]: I'm going to MSP out and I think Minnesota.
[00:34:32] [SPEAKER_01]: And I got a customer that's that we were talking to in the area who wanted a referral.
[00:34:39] [SPEAKER_01]: I'm not there.
[00:34:40] [SPEAKER_01]: Yeah, I called him up.
[00:34:41] [SPEAKER_01]: Hey, would you like it?
[00:34:41] [SPEAKER_01]: I'd love to have new business.
[00:34:43] [SPEAKER_01]: You go.
[00:34:44] [SPEAKER_01]: And that's kind of what we do.
[00:34:46] [SPEAKER_01]: If we got I had a one in MSP and two, okay.
[00:34:48] [SPEAKER_01]: He was in New Orleans.
[00:34:51] [SPEAKER_01]: But he had a customer opening a branch in Chicago.
[00:34:53] [SPEAKER_01]: So he calls me up and he's like, hey, do you know anybody in Chicago?
[00:34:55] [SPEAKER_01]: I mean, yeah, I know a couple of MSPs called a guy in Chicago.
[00:34:57] [SPEAKER_01]: Three MSPs in Chicago.
[00:34:58] [SPEAKER_01]: One guy was like, now I don't want it.
[00:34:59] [SPEAKER_01]: Another guy said, yeah, hey, you want to look at him?
[00:35:01] [SPEAKER_01]: I'll take that.
[00:35:02] [SPEAKER_01]: I just connected him and got out of the way.
[00:35:04] [SPEAKER_01]: You know, I a year later, I talked to the guy and, and he wanted me to say, hey, did that work out for you?
[00:35:09] [SPEAKER_01]: I remember you called me about that.
[00:35:10] [SPEAKER_01]: He said, oh, you're still doing business together.
[00:35:12] [SPEAKER_01]: It's great we both make money.
[00:35:13] [SPEAKER_01]: Oh, okay.
[00:35:14] [SPEAKER_01]: Well, great.
[00:35:15] [SPEAKER_01]: Thanks.
[00:35:16] [SPEAKER_01]: You know, I think everybody should know each other.
[00:35:18] [SPEAKER_01]: They should try to work together.
[00:35:19] [SPEAKER_01]: That's right.
[00:35:19] [SPEAKER_01]: And it's not always going to click.
[00:35:21] [SPEAKER_01]: It's not always going to work.
[00:35:22] [SPEAKER_01]: And I don't feel bad.
[00:35:24] [SPEAKER_01]: If you call me up and you're like, yeah, I tried your thing.
[00:35:26] [SPEAKER_01]: It doesn't work.
[00:35:27] [SPEAKER_01]: Well, shoot.
[00:35:28] [SPEAKER_01]: Okay.
[00:35:28] [SPEAKER_01]: Great.
[00:35:29] [SPEAKER_01]: Tell us about your friends that might like us.
[00:35:31] [SPEAKER_00]: Yeah.
[00:35:31] [SPEAKER_01]: But, you know, it's the nature of business.
[00:35:34] [SPEAKER_01]: You try to find people that you work with.
[00:35:36] [SPEAKER_01]: I mean, we're never going to be the cheapest.
[00:35:37] [SPEAKER_01]: We're never going to be the easiest to get along with.
[00:35:40] [SPEAKER_01]: And every single person stands, we're going to make mistakes.
[00:35:42] [SPEAKER_01]: You know, we're human.
[00:35:43] [SPEAKER_01]: Sure.
[00:35:44] [SPEAKER_01]: I just try to make it a better honest human interaction.
[00:35:47] [SPEAKER_00]: I love that.
[00:35:48] [SPEAKER_00]: You know, so a better honest human interaction.
[00:35:50] [SPEAKER_00]: So what we try to do, Nancy holds me accountable.
[00:35:54] [SPEAKER_01]: Everybody needs a need.
[00:35:55] [SPEAKER_01]: Everybody needs an need.
[00:35:56] [SPEAKER_01]: Everybody needs an need.
[00:35:56] [SPEAKER_01]: Everybody needs an need.
[00:35:56] [SPEAKER_01]: Everybody needs it.
[00:35:57] [SPEAKER_01]: Everybody needs it.
[00:35:58] [SPEAKER_01]: But when I find her, my CFO, she's like, you know, Nancy seems to know everything.
[00:36:02] [SPEAKER_01]: That's hilarious.
[00:36:03] [SPEAKER_01]: And I said, yeah, I said, she's Nancy.
[00:36:05] [SPEAKER_01]: She knows everything.
[00:36:06] [SPEAKER_01]: And they're like, they're like, is then these jobs would come up about that would be,
[00:36:09] [SPEAKER_01]: we were doing this integration with NetSuite.
[00:36:11] [SPEAKER_01]: And she says, I don't think anybody else knows this but Nancy.
[00:36:15] [SPEAKER_01]: She's the covers, maybe only Nancy can do that.
[00:36:17] [SPEAKER_01]: I was like, well, it's either me or Nancy at this point because I mean, you know,
[00:36:21] [SPEAKER_01]: and she's been with me so long, you know, she's, and she makes her.
[00:36:24] [SPEAKER_01]: So he's one of these people that everybody wishes they had that makes themselves indispensable.
[00:36:28] [SPEAKER_01]: And then it'll probably weekly ask me, am I doing everything you want me to do boss?
[00:36:31] [SPEAKER_01]: That's awesome.
[00:36:33] [SPEAKER_01]: I love you, man.
[00:36:33] [SPEAKER_01]: I love you.
[00:36:34] [SPEAKER_01]: I love you.
[00:36:35] [SPEAKER_01]: I love you.
[00:36:36] [SPEAKER_01]: And, you know, and it's just really true.
[00:36:40] [SPEAKER_01]: You find really good people and what makes my business work, honestly, is my people.
[00:36:46] [SPEAKER_01]: I mean, I couldn't do any of it without my people.
[00:36:49] [SPEAKER_01]: They're amazing.
[00:36:50] [SPEAKER_01]: I have amazing people.
[00:36:52] [SPEAKER_01]: We don't have any toxic people.
[00:36:53] [SPEAKER_01]: It's awesome.
[00:36:54] [SPEAKER_01]: Do we have stupid silliness that happens or people get upset at stuff?
[00:36:58] [SPEAKER_01]: Sure.
[00:36:59] [SPEAKER_01]: But I have no toxic people, right?
[00:37:01] [SPEAKER_01]: Everybody can work together, but he does work together.
[00:37:05] [SPEAKER_01]: There's rules that everybody tries to follow.
[00:37:07] [SPEAKER_01]: We bend them sometimes, but you know, we're, we're people and we do a really good job
[00:37:13] [SPEAKER_01]: at doing that.
[00:37:14] [SPEAKER_01]: And I think we also do a really good job of communicating to our customers that we're
[00:37:17] [SPEAKER_01]: people.
[00:37:18] [SPEAKER_01]: And we know there are people we want to work with you as people.
[00:37:21] [SPEAKER_01]: The problem we're solving and the thing we're doing for you is the thing we're doing
[00:37:24] [SPEAKER_01]: for you to be out.
[00:37:25] [SPEAKER_01]: But we're all people.
[00:37:26] [SPEAKER_01]: Let's work together.
[00:37:26] [SPEAKER_01]: It's talk.
[00:37:27] [SPEAKER_01]: It's communicate.
[00:37:28] [SPEAKER_01]: If we're failing and communicating, please let us know.
[00:37:31] [SPEAKER_01]: Right?
[00:37:32] [SPEAKER_01]: I'm not going to, I'm not going to do it on purpose.
[00:37:35] [SPEAKER_01]: Play honest ever.
[00:37:37] [SPEAKER_01]: You know, it's going to be, you know, all I came to this conference and you sent me an email
[00:37:41] [SPEAKER_01]: and you're expecting me to get back to you because I always do.
[00:37:43] [SPEAKER_01]: I'm sorry I'm at a conference.
[00:37:44] [SPEAKER_01]: Do in my darnedest.
[00:37:46] [SPEAKER_01]: Maybe Nancy will tell you.
[00:37:48] [SPEAKER_00]: That's right.
[00:37:49] [SPEAKER_00]: I love that.
[00:37:50] [SPEAKER_00]: People are the difference.
[00:37:52] [SPEAKER_00]: We should definitely talk further.
[00:37:53] [SPEAKER_00]: But I know that it's been a gift already, at least for me.
[00:37:56] [SPEAKER_00]: Well thank you.
[00:37:57] [SPEAKER_00]: To happy here.
[00:37:57] [SPEAKER_00]: Thank you so much.
[00:37:59] [SPEAKER_00]: I've had a good time.