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In this episode of What's Important Now, host Carrie Richardson sits down with Andrew Moore, founder of Ridgeview Advisors, to dive deep into the concept of "Operationalizing Trust" in the managed services provider (MSP) industry.

Andrew shares insights on how scaling trust is critical for MSPs and how it directly impacts profitability, client satisfaction, and business scalability. Andrew recounts his journey from his early days in IT to becoming a COO and now running his own consultancy.

From practical sales strategies, cost of client acquisition, to the art of expectation management, this episode is packed with actionable advice for business owners looking to optimize their operations and build long-lasting client relationships. Whether you're an MSP owner, entrepreneur, or simply interested in operational efficiency, this episode is a must-listen.

Key Takeaways:

1. Operationalizing Trust: Scaling trust beyond the owner and embedding it into sales, operations, and client management.
2. Cost of Acquisition: The importance of knowing your numbers to improve profitability.
3. Expectation Management: How clear contracts and upfront communication can save relationships and margins.
4. Scaling MSPs: From hiring the right salespeople to implementing scalable processes, Andrew shares what worked (and didn’t) during his time scaling an MSP from 8 to 65 employees.
5. The Power of Letting Go: Why business owners need to trust their teams to grow effectively.

Quotes from Andrew Moore:

• "If you operationalize trust, you’re not just selling a service — you're creating a system that scales trust across your entire business."
• "Understanding your cost of client acquisition is crucial. Most MSPs don't have a handle on these numbers, and it’s a game-changer."
• "Expectation management isn't just a service strategy; it's a business survival skill."

Connect with Andrew Moore:

• Website: Ridgeview Advisors
• LinkedIn: Andrew Moore

Carrie Richardson and Ian Richardson host the WIN Podcast - What's Important Now?

Serial entrepreneurs, life partners and business partners, they have successfully exited from multiple businesses (IT, call center, real estate, marketing) and they help other business owners create their own versions of success.

Ian is certified in Eagle Center For Leadership Making A Difference, Paterson StratOp, and LifePlan.

Carrie has helped create and execute successful outbound sales strategies for over 1200 technology-focused businesses including MSPs, manufacturers, distributors and SaaS firms.

Learn more at www.foxcrowgroup.com

Book time with either of them here: https://randr.consulting/connect

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Host Carrie Richardson sits down with Mike Ita, founder and CEO of IT Corps, a managed service provider based in Ohio. Mike shares his inspiring journey from a general IT consultant to a highly successful niche business specializing in IT services for veterinary practices. He talks about the challenges and triumphs of carving out a unique space in the market, his strategies for building lasting relationships, and how IT Corps adapted to industry changes driven by private equity and cloud-based technologies. This is a must-listen episode for entrepreneurs, IT professionals, and anyone looking to specialize their business in a competitive industry.

Episode Highlights:

• [00:00:29] Mike's start in IT Corps after a business partnership fallout.
• [00:01:44] How a sick cat led Mike to discover his veterinary niche.
• [00:03:41] Early challenges in acquiring veterinary clients and the breakthrough at the Midwest Veterinary Conference.
• [00:05:52] Mike's transition from attending events to speaking at them and gaining more clients.
• [00:07:45] The explosive growth of IT Corps' veterinary client base after a successful conference.
• [00:10:17] How private equity acquisitions of veterinary practices impact his business.
• [00:14:33] Telemedicine opportunities in veterinary practices and Mike’s attempt to break into the market.
• [00:18:12] Carrie and Mike discuss niche specialization and pricing strategies in IT services.
• [00:26:47] The importance of maintaining personal relationships with clients and Mike’s approach to customer retention.

Notable Guest Quotes:

• "I realized I loved working with veterinary clinics—they’re appreciative, and the relationships are just better." – Mike Ita
• "People love their pets, and they’re willing to pay for the best care, including making sure their systems work efficiently." – Mike Ita
• "Specialists can charge whatever they want. If you’re a specialist in veterinary IT support, you set the price." – Carrie Richardson

Guest Information: Mike Ita is the founder and CEO of IT Corps, a managed service provider that focuses exclusively on veterinary practices. With years of experience in various industries, Mike pivoted to specialize in veterinary IT services, helping clinics manage their IT infrastructure more efficiently. He’s a frequent speaker at industry events an

Carrie Richardson and Ian Richardson host the WIN Podcast - What's Important Now?

Serial entrepreneurs, life partners and business partners, they have successfully exited from multiple businesses (IT, call center, real estate, marketing) and they help other business owners create their own versions of success.

Ian is certified in Eagle Center For Leadership Making A Difference, Paterson StratOp, and LifePlan.

Carrie has helped create and execute successful outbound sales strategies for over 1200 technology-focused businesses including MSPs, manufacturers, distributors and SaaS firms.

Learn more at www.foxcrowgroup.com

Book time with either of them here: https://randr.consulting/connect

Be a guest on WIN! We host successful entrepreneurs who share advice with other entrepreneurs on how to build, grow or sell a business using examples from their own experience.

Send us a text

Winning Strategies for Recruiting and Retaining Top Talent in the MSP Space

In this episode of WIN (What's Important Now), host Carrie Richardson talks with repeat guest John Ahlberg, the CEO of Waident Technology Solutions.

They explore Waident's successful strategies for recruiting and retaining talent, especially in the Managed Service Provider (MSP) industry.

John explains the importance of a people-first culture, work-life balance, and a unique hiring process that emphasizes culture fit, talent, and experience over traditional qualifications. He also shares insights on maintaining flexibility, providing opportunities for employee development, and avoiding the pitfalls of settling for less-than-ideal candidates.

00:00 Introduction and Welcome

00:45 Recruiting and Retaining Talent

01:48 Flexible Work Culture

03:44 Onboarding and Training

04:08 Encouraging Innovation and Change

06:36 Hiring for Culture and Weirdness

10:09 Transparent Job Postings and Interview Process

16:59 Advice for MSPs on Hiring

19:17 Conclusion and Farewell

Carrie Richardson and Ian Richardson host the WIN Podcast - What's Important Now?

Serial entrepreneurs, life partners and business partners, they have successfully exited from multiple businesses (IT, call center, real estate, marketing) and they help other business owners create their own versions of success.

Ian is certified in Eagle Center For Leadership Making A Difference, Paterson StratOp, and LifePlan.

Carrie has helped create and execute successful outbound sales strategies for over 1200 technology-focused businesses including MSPs, manufacturers, distributors and SaaS firms.

Learn more at www.foxcrowgroup.com

Book time with either of them here: https://randr.consulting/connect

Be a guest on WIN! We host successful entrepreneurs who share advice with other entrepreneurs on how to build, grow or sell a business using examples from their own experience.