The Illusion of Movement

Work does not stall loudly. It stalls silently.

Most stalled tickets look fine at a glance. They are open. They have been touched recently. Notes exist. Someone feels responsible for them. And yet, nothing is actually happening.

Days pass, then weeks. Eventually, the tick...

Most MSPs believe they know how busy they are. They sense it in the room. They hear it in the tone of conversations. They see it in the number of open tickets.

But what they don’t see is demand – only pressure.

And pressure is a terrible planning tool.

This brings us to Rule #5 of my Ten Golden R...

Most MSPs believe they are tracking time. In reality, they’re reconstructing it.

Notes are written at the end of the day. Time is entered in batches. Details are filled in from memory, assumption, or habit. Everyone knows this is imperfect, but it feels “good enough.”

It isn’t.

This brings us to ...

Most MSPs believe growth happens by adding people. It’s the standard equation: More clients require more technicians. More work requires more hands.

On the surface, this seems obvious. But it’s also the fastest way to build a fragile, low-margin business that exhausts its best talent.

This brings ...

I’ve spent decades looking at service boards, and I can tell you exactly which tickets are killing your team's morale. It’s not the complex server outages. It’s not the difficult migrations.

It’s the ticket titled: "A few things..."

I created the Ten Golden Rules of PSA to help IT leaders stop dro...

If you want to fix your service delivery, you have to stop treating your PSA tool like a glorified suggestion box. It is the operating system of your business.

I developed the Ten Golden Rules of PSA not as a list of "best practices" or "helpful tips” but as constraints. They are rules designed to ...

I hear it all the time. A business owner sits across from me, slams their hand on the table, and makes a huge decision based entirely on "gut feeling."

"I just feel like this is the right hire." "I feel like this client is going to turn around." "I feel like we need to pivot to this new service."

It is easy to write a mission statement. You can hire a marketing agency, pay them a few thousand dollars, and they will give you a sleek website that says you are the "premier provider of world-class solutions."

On the surface, you look great. Your public image is polished, your promises are big, ...

Here is the reality, and I call it the Axiom of Business Competition: No matter when you started your company, as of today, you are in the most competitive economy the world has ever seen.

If the market is strong, you’re fighting to keep your share. If the market is weak, you’re fighting even harde...

According to the U.S. Census, Small and Medium-sized Businesses (SMBs) represent virtually all businesses (99.9%). In the United States alone, that’s tens of millions of organizations employing nearly half of all private-sector jobs. If you look at the global stage, the ratio remains largely the sam...

Here's the deal: You’ve got smart people, top-tier PSA tools, and a business running on sheer grit. And yet, you find your service desk is constantly battling backlogs, missed SLAs, and stressed-out technicians. You're essentially stuck in maintenance mode, not production mode.

The failure isn't in...

In the IT Service industry, we often celebrate the clients who bring in the largest monthly revenue. We put them on a pedestal, call them "Top Tier," and assume they're fueling our growth. But I promise you, if you haven't engineered your business for true profitability, some of those major clients ...