Ken Roulston brings his decades of industry experience to the table and together we explore what it really takes to get your MSP into a position where it’s not only ready to be sold, but where it attracts the right buyer and achieves a fair valuation. Ken Roulston has walked the talk. He built his own MSP from the ground up, completed six acquisitions over 12 years and ultimately sold the business in 2023 for a healthy multiple, leaving behind a highly efficient and well-oiled operation. Through...
Jun 22, 2025•34 min
To help guide us through it all, I’m joined by someone who’s been there, done it, and got the multiple to prove it, the brilliant Ken Roulston. Now, if you haven’t come across Ken before, he’s a bit of a legend in the IT channel. He started his MSP from scratch in 2009 and grew it through six strategic acquisitions before selling it in 2023. What I love about Ken is he doesn’t just talk about theory, he’s lived the journey – from finding the right businesses to buy, navigating the risks, right t...
Jun 16, 2025•34 min
We kicked off with a discussion on how the past 12 months have felt for MSPs, and Greg was quick to point out the odd paradox we’re facing. Despite global uncertainty, economic pressures, and geopolitical challenges, the MSP space is actually buoyant. Kaseya itself is growing significantly, and since around 98% of its revenue comes through MSPs, that tells us a lot about the health of the IT channel as a whole. However, while the numbers look good, the reality on the ground isn’t all rosy. Some ...
Jun 08, 2025•30 min
Now before you switch off thinking budgeting is just about spreadsheets and cutting back on your coffee spend, think again. Clare Elliott walks us through why budgeting, forecasting and cashflow management are the backbone of every high-performing, profitable MSP. It’s not about being an accountant. It’s about stepping into your CEO role and giving yourself the tools to make better, faster decisions with confidence. Too often MSPs fall into the trap of looking at what’s in the bank and thinking ...
Jun 01, 2025•34 min
The marketing space for MSPs is full of confusion. Vendors are pushing content that’s really just product sales in disguise. Agencies are selling packages that might not suit your niche. And most MSPs we speak to are stuck trying to work out what to say, when to say it and who to say it to. The problem isn’t a lack of effort. It’s a lack of sequence. That’s where this clock comes in. We begin with step one, which is all about identifying your ideal target market. And not in a vague way. “Profess...
May 27, 2025•20 min
This one’s inspired by a comment we heard recently at one of our events: “Don’t let the diamonds in your business go.” It struck a chord. And it got us talking about what it really takes to stop losing your best people and start building a leadership team who can genuinely help you grow – not just fix tickets or manage a few tasks. If you’re an MSP owner stuck in the day-to-day firefight, unsure how to build the team around you, this one’s for you. Julie shares the mindset shift business owners ...
May 19, 2025•26 min
Over the years, through coaching hundreds of MSPs, one recurring pattern shows up time and again: business owners who’ve built something great but are now the single point of failure. You're the one the team turns to for answers. You're the one the clients call on a Saturday morning. You're the one holding everything together, and that, my friend, is both the blessing and the curse of being a committed leader. But if we don't break that cycle, we burn out, stagnate, or worse, we limit the growth...
May 12, 2025•20 min
We had an honest and practical discussion about the current broken state of recruitment and how the smart use of AI is giving MSPs a genuine edge in finding the right people — not just the most available ones. We kicked off with a bit of fun, noting how just using the term 'AI' in the title gets everyone’s attention! But in all seriousness, the technology is no gimmick. As Dean Watmough explained, AI is now playing a pivotal role in helping MSPs find talent faster and more accurately — when used...
May 05, 2025•22 min
It’s a jam-packed episode where I’m joined by two absolute champions of the channel, Alex Harris and David Maguire, the driving force behind this standout industry event. Let’s be honest – this one’s a bit of a shameless plug. But for all the right reasons. The 2025 MSP Show isn’t just another exhibition – it’s quickly becoming the place where MSP business owners and their teams come together to get inspired, connect with new tech, and actually have a good time doing it. Whether you came along l...
Apr 28, 2025•21 min
Or more accurately, the fear of niching. It’s that internal tug-of-war between wanting more leads and being scared that if you narrow your focus, you’ll somehow lose out on opportunities. So in this episode, I turned the tables and interviewed my co-host Ian Luckett, who’s been doing some seriously powerful work with our clients on this very subject over the past 12 months. Let’s get this out in the open straight away – niching is not about turning people away or putting your business in a box. ...
Apr 21, 2025•17 min
Now, for those of you who don’t know Scott, he’s been helping MSPs since 2016 after experiencing the all-too-familiar frustration of lead generation in his own MSP. As he says, once you’re in the room with a prospect, it’s usually straightforward to talk about tech, pain points and solutions. The hard bit? Getting in the room in the first place. That challenge became the mission behind IT Rockstars, and today Scott works with hundreds of MSPs around the world, transforming how they attract and e...
Apr 14, 2025•32 min
Now we all know M&A – mergers and acquisitions – can be one of the fastest ways to grow and scale your business. Once you’ve got your house in order, and you’re running at a solid EBITDA with strong operational maturity, bolting on new businesses might seem like the logical next step. But – and it’s a big but – what’s often overlooked is what that really means for your people. And if your culture, leadership, and structure aren’t ready, the train can very quickly come off the rails. Alison b...
Apr 07, 2025•29 min
But is that really the end of the road, or is there something you can do to keep that client, maintain profitability, and avoid unnecessary churn? In this episode of the IT Experts Podcast, I sat down with our resident finance coach, Clare Elliott, to explore what MSPs can do when faced with clients who are reconsidering their contracts. Clare works with MSPs every day inside the Growth Hub, helping business owners understand their numbers, optimise their pricing, and make better financial decis...
Mar 31, 2025•27 min
I’m joined by fellow MSP Growth Hub coaches Stuart Warwick, Julie Hutchison, and Clare Elliott, as we reflect on the key takeaways from our January 2025 two-day intensive. These intensives are the cornerstone of the MSP Growth Hub’s Scale with Confidence model, bringing together MSP owners and leaders to reflect, reset, and refocus on their business growth. The January event was centred around the theme of ‘Harnessing Ambition’—not just setting strategic goals but ensuring they are cascaded thro...
Mar 21, 2025•31 min
Many MSPs start with a handful of technical people, then bolt on account management, sales, marketing, and operations as they grow. But without a clearly defined structure, this approach can create inefficiencies, miscommunication, and stalled growth. That’s why we brought in Alison Whitfield from Cultivate People Services, a people and culture expert with a wealth of experience working with MSPs. Together, we unpack the essential components of structuring an MSP for growth, leadership developme...
Mar 14, 2025•33 min
As business owners, we often pride ourselves on pushing forward, solving problems, and keeping things moving. But what happens when we don’t stop to reflect? What are the hidden risks of ploughing ahead without taking a moment to reassess our strategy, our goals, and even our own leadership? Stuart and I unpack exactly that in today’s conversation, and trust me, if you’re an MSP looking to scale, this is something you don’t want to ignore. We all know the feeling of getting caught up in the day-...
Mar 07, 2025•22 min
Now, if you've ever been in the frustrating position of recruiting someone you thought was perfect for the job, only to find out they’re not the right fit at all, you’re not alone. This happens more often than you might think, and in today’s episode, we uncover exactly why MSPs keep attracting the wrong people—and more importantly, how to stop it from happening. Julie shares a story from a recent conversation with an MSP owner who was struggling to find the right person for their team. They need...
Feb 28, 2025•24 min
For those who aren’t familiar, B Corp is essentially a certification that demonstrates a company’s commitment to social and environmental responsibility. It’s often described as the gold standard for ethical business practices, ensuring that organisations consider the impact of their decisions on employees, customers, suppliers, the community, and the planet. It’s about running a business with integrity and proving that you’re doing the right thing—not just saying you are. Gildas explained that ...
Feb 21, 2025•18 min
One of the biggest takeaways from our conversation is that when clients say an MSP is “too expensive,” what they actually mean is that they don’t see the value in the service. This is a massive problem in the industry. MSPs often assume that if tickets are low and complaints are minimal, everything is running smoothly. But in reality, service delivery is about so much more than just fixing issues. It’s about building relationships, setting clear expectations, and continuously improving processes...
Feb 14, 2025•24 min
One of the biggest challenges we see in the MSP space is that many business owners started their journey as technical experts. They didn’t necessarily set out to run a business – they just knew they were great at what they did and wanted to do it better than the company they worked for. The problem? Running a business requires a completely different skill set to just doing the technical work. At some point, every MSP owner reaches that moment where they realise they can’t do it all themselves. B...
Feb 07, 2025•24 min
Jan 31, 2025•38 min
We began by addressing a common stigma: why so many MSPs avoid Apple devices despite their undeniable popularity and premium quality. Ben highlighted that while many MSPs are deeply rooted in the Microsoft ecosystem—largely due to its strong channel support and financial incentives—Apple has been quietly making significant inroads into the business world. In fact, as Ben pointed out, companies like IBM and Cisco have embraced Apple devices, with up to 60% of their employees choosing Apple when g...
Jan 24, 2025•32 min
Neil starts by giving us a solid understanding of IASME’s pivotal role as the sole delivery partner of the Cyber Essentials scheme on behalf of the National Cyber Security Centre (NCSC). Working in close partnership with the NCSC and the Department for Science, Innovation, and Technology (DSIT), IASME ensures the consistency and credibility of Cyber Essentials across the UK. Neil explains how this collaborative effort aims to improve awareness, adoption, and implementation of essential cybersecu...
Jan 17, 2025•31 min
Luis brings a wealth of experience from his time in the trenches as an MSP owner, and now as someone who works closely with MSPs worldwide. His approach challenges traditional thinking, offering a fresh perspective on what it truly means to partner with your clients. This isn’t just about delivering excellent customer service—it’s about creating meaningful, strategic relationships that foster long-term loyalty and, of course, consistent revenue. One of the standout points from our conversation w...
Jan 10, 2025•37 min
We kicked things off by addressing the ever-present mystery surrounding the LinkedIn algorithm. Sam’s straightforward advice? Stop blaming the algorithm for poor results. She explained that if your content isn’t resonating or your impressions are dropping, the issue likely lies with the content itself. Whether people are scrolling LinkedIn out of boredom or to sell something, your job is to create compelling, scroll-stopping content that connects with your audience on a human level. Sam emphasis...
Jan 03, 2025•36 min
We kicked off the episode with a bit of festive banter about Christmas indulgences, proving that even between the mince pies and wine, we’re committed to helping you move your business forward. Stuart, ever the reflective one, shared his highlights of the year, starting with the remarkable growth of the MSP Growth Hub community. With nearly 50 MSPs now on board, the energy, vulnerability, and results in the room have been nothing short of inspiring. It’s a testament to the power of shared ambiti...
Dec 29, 2024•25 min
It’s been a busy year for Stuart and me, and we kick off the episode with some festive banter, steering clear of any Mariah Carey renditions—thankfully! Stuart reflects on how much we’ve achieved and the importance of this reflective time of year. Together, we unpack what made these five episodes so impactful and why they’ve captured the attention of our audience. Coming in at number five, we discuss Episode 168 with the brilliant Claire Jenks, titled “ So You Think You're Busy? How to Get Out o...
Dec 20, 2024•26 min
Julie Hutchison kicks off by addressing what many of us know as "imposter syndrome," though she’s quick to debunk the term. It’s not a syndrome, she explains; you’re not broken. Instead, it’s a very human response that stems from our brain’s primitive mechanisms for survival. Drawing on the analogy of a caveman running from a lion, Julie highlights how our amygdala – a small but powerful part of our brain – is constantly scanning for threats. While this helped keep our ancestors alive, today it ...
Dec 13, 2024•31 min
Mark Lambert shared practical insights into why selling the tech alone won’t cut it in today’s market. Instead, he stresses the importance of focusing on outcomes that matter to your prospects, such as improving productivity, enhancing security, and solving tangible business challenges. As Mark explains, clients don’t care whether you’re using Office 365 or the latest security stack; they care about how you’ll help their business thrive. This shift from a tech-focused to a problem-solving mindse...
Dec 06, 2024•31 min
One of the key takeaways from this conversation is understanding why MSPs find content creation so difficult in the first place. Nigel pointed out that many MSP owners are simply stretched too thin. Whether they’re managing cybersecurity threats, fielding client calls, or running the day-to-day operations of their business, creating content often falls to the bottom of the priority list. Add to that the natural tendency for MSP owners—many of whom identify as introverted “techies”—to shy away fr...
Nov 29, 2024•27 min
