Pages From
The Coach’s Playbook
My ultimate goal is to write useful and relevant content about everything related to creating success and getting you to the next level.
Sometimes however, I do find myself just blogging about things that need to be talked about, so don’t be surprised by what you find popping up here. I always welcome all useful comments, suggestions and critiques. So come often, bring a friend, and stay as long as you’d like!
The Prioritization Trap
When everything feels urgent, human beings become terrible at prioritization.
Under pressure, we default to the loudest signal. We react to the client making the most noise, the ticket that just hit the board, or the problem that simply feels too uncomfortable to ignore.
I...
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...
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...
If I had to pick the single most confusing and often non-existent process in an IT business, it’s the escalation and de-escalation framework. Issues either get sucked into a black hole of inertia, sitting untouched for days, or they blow up and immediately hit the desk of your most expensive enginee...
