Uncle Marv delves into the complexities of transitioning clients between MSPs, emphasizing the need for professionalism and clear communication. He recounts a recent experience where he was offboarding a client to a larger MSP, highlighting the challenges and misunderstandings that arose during the process. Marv stresses the importance of respecting existing contracts, maintaining open communication, and following industry-standard practices for handovers.

The episode also touches on the value of small MSPs and solo technicians in the industry, with Marv defending their role and expertise. He discusses the typical responsibilities of both onboarding and offboarding MSPs, including the transfer of credentials, documentation, and support duties.

Marv promotes the upcoming TechCon Unplugged event and discusses his role as emcee. He also shares insights on using NetAlly tools for network testing and configuration.

The episode concludes with a Florida Man story featuring the arrest of a city mayor for DUI, adding a touch of humor to the technical discussion.

Links:

• Techcon Unplugged: https://techconunplugged.com/
  • Need a discount code? Use MSP75 for $75 bucks off.
• NetAlly CyberScope Air: https://tinyurl.com/35jhbfzp
• Bradley Gross Podcast: Offboarding: You're Doing It Wrong: https://tinyurl.com/359wmyaw
• Florida Mayor arrested and facing DUI charges: https://tinyurl.com/9bk9dm7x
• Two Florida Men rob hardware store with lawn mower: https://tinyurl.com/294zwh6d
• Alabama man dies in Florida hospital; surgeon removes wrong organ: https://tinyurl.com/yh9wu5c8

=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
• Become a monthly supporter: https://www.buymeacoffee.com/unclemarv

=== Music:

• Song: Upbeat & Fun Sports Rock Logo
• Author: AlexanderRufire
• License Code: 7X9F52DNML - Date: January 1st, 2024

Uncle Marv kicks off the episode by discussing a recent Canalys report highlighting the growth in cybersecurity services and the increasing trend of customers suing their cybersecurity providers. Brad Gross, a seasoned attorney specializing in IT law, offers his expert insights on this developing legal landscape. The discussion covers several notable court cases, including:

• The CrowdStrike event involving Microsoft
• Delta Airlines' lawsuit against Microsoft
• LanTech LLC being sued by a law firm client
• Barry Dunn's case involving Reliable Networks of Maine
• CDK Global facing lawsuits from automobile dealerships

Brad emphasizes the importance of managing client expectations and clearly defining the scope of services provided. He introduces a "triad" concept for MSPs to protect themselves:

1. Understanding the services received from upstream providers
2. Clearly communicating the scope of services to customers
3. Clearly allocating responsibilities in service agreements

The conversation touches on the challenges MSPs face in mapping their solutions to various cybersecurity frameworks and the importance of thorough vulnerability management. Brad stresses the need for explicit language in service agreements regarding client responsibilities and the consequences of not following MSP advice. The episode concludes with updates on Brad's professional activities, including his upcoming MSP Terms platform and his involvement with ASCII's "Taste of Success" events.

Links:

• Canalys Report: https://www.itbusinesspodcast.com/downloads/canalysis-cybersecurity-july-2024/
• Contracts and Document Management: www.mspterms.com
• Bradley Gross: https://bradleygross.com/
• Brad has a book! https://amzn.to/3Z6QFvy

=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
• Become a monthly supporter: https://www.buymeacoffee.com/unclemarv

=== Music:

• Song: Upbeat & Fun Sports Rock Logo
• Author: AlexanderRufire
• License Code: 7X9F52DNML - Date: January 1st, 2024

Marnie Stockman shares her recent experiences, including a leadership training program for military personnel from partner countries. The discussion then moves to recap their previous interview, focusing on core values, leadership philosophy, and customer success. Marnie emphasizes the importance of personal leadership and how it applies to everyone in an organization, not just those in management positions.

The conversation delves into the challenges faced by MSPs, particularly in marketing their services and defining their role in the business world. Marnie and Uncle Marv discuss the need for standardization and certification in the MSP industry to help clients better understand and trust their services. They also touch on the balance between automation and personal relationships in customer service, highlighting the importance of understanding clients' businesses beyond just technical solutions.

Links:

• Lead It Like Lasso Masterclass: https://www.leaditlikelasso.com/masterclass
  • 20% Off Coupon Code: KICKOFF20
• Lead It Like Lasso Book: https://amzn.to/3MlPFMB
• Florida Man attacks woman with hammer and pours acid on her: https://tinyurl.com/4mp8443x
• Florida Man steals $6,500 piece of art for $50: https://tinyurl.com/3bhbn3j7
• Florida Man arrested boarding plane with bloody head: https://tinyurl.com/4ufb9pjt

Key Takeaways:

1. Personal leadership is crucial for everyone in an organization, not just management.
2. The MSP industry needs better marketing and standardization to improve client understanding.
3. Balancing automation with personal relationships is key to successful customer service.
4. Continuous learning and adaptation are essential in the ever-changing IT landscape.
5. Core values and company culture play a significant role in business success.

Sponsors:

• The IT Business Podcast is presented by: NetAlly, Your Trusted Ally in Fast, Reliable Network Testing
• Promotional consideration provided by: SuperOps, Your All-in-One PSA-RMM Solution
• Promotional consideration provided by TruGrid, Experience Effortless Remote Desktop Access

=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
• Become a monthly supporter: https://www.buymeacoffee.com/unclemarv

=== Music:

• Song: Upbeat & Fun Sports Rock Logo
• Author: AlexanderRufire
• License Code: 7X9F52DNML - Date: January 1st, 2024