In a recent podcast, I had the opportunity to chat with Brett Cheloff, a seasoned leader in the MSP and IT security space. Brett shared invaluable insights on how MSPs can drive growth, optimize their operations, and provide more value to their clients. With his extensive experience, Brett provided actionable strategies that MSPs can implement to stay competitive and succeed in an ever-evolving tech landscape. Here are five key strategies from Brett that can help drive your MSP business to new heights.
1. Embrace AI for Both Good and Bad
Brett’s first strategy focuses on leveraging artificial intelligence (AI) for good, while also being mindful of the potential risks. AI tools can significantly boost efficiency and productivity, allowing MSPs to streamline their operations and enhance their services. However, Brett also warned about the dark side of AI, particularly how cybercriminals are using AI to create sophisticated phishing attacks and other malicious activities. MSPs must stay ahead of the curve by using AI responsibly to enhance service delivery while remaining vigilant against its potential misuse. This dual approach helps MSPs protect their clients and optimize their own operations.
2. Become a Business Partner, Not Just an IT Provider
Traditionally, MSPs have been seen as service providers focused solely on managing IT infrastructure and offering basic support. Brett emphasized that the best MSPs go beyond this role and actively engage in their clients’ businesses. By understanding the client’s goals, challenges, and industry-specific needs, MSPs can tailor their services to not only provide security and support but also to help clients grow. This deeper involvement helps MSPs forge stronger relationships with their clients, becoming trusted business partners rather than just IT providers. Understanding the business side of things enables MSPs to offer more valuable, personalized services that contribute to the client’s success.
3. Leverage Data to Drive Business Decisions
Brett pointed out that data is one of the most powerful tools MSPs have at their disposal. However, many MSPs still rely on vanity metrics, such as ticket volume or system uptime, which might look good on reports but don’t offer much value to clients. Brett encouraged MSPs to move beyond these basic metrics and focus on data that can actually drive business decisions. For example, instead of simply reporting how much time employees spent on non-work-related activities, MSPs can provide clients with insights into how time is being spent across the organization and how that impacts productivity. Using data to make informed business decisions not only helps MSPs add more value to their clients but also positions them as trusted advisors.
4. Optimize Security and Performance Simultaneously
Security is always a priority in the MSP world, but Brett emphasized that MSPs should not view security as something separate from the client’s overall IT performance. Instead, security and optimization should go hand in hand. Brett suggested that MSPs should not only secure systems but also look for ways to optimize the performance of their clients’ IT infrastructure. By combining security with performance enhancement, MSPs can provide a more comprehensive service, helping clients maximize the efficiency of their systems while keeping them protected from cyber threats. This holistic approach to IT management is a great way to drive value and build long-term relationships with clients.
5. Listen to Your Clients and Adapt
Finally, Brett stressed the importance of truly listening to clients and adapting services based on their feedback. MSPs often rely on sales teams and internal metrics to assess their value, but the best way to understand the impact of your services is by engaging directly with your clients. Brett encouraged MSPs to spend time talking to clients, gathering feedback, and listening to their challenges. By doing so, MSPs can identify areas for improvement, adapt their services, and ultimately provide a better experience. Client engagement leads to loyalty, and by continuously adapting to client needs, MSPs can ensure long-term success and retention.
Brett Cheloff’s strategies offer MSPs a clear path to growth and success. By embracing AI responsibly, becoming more involved in clients’ businesses, leveraging data, optimizing security and performance, and truly listening to clients, MSPs can enhance their value proposition and strengthen client relationships. These strategies are not just about surviving in the competitive MSP space—they’re about thriving and becoming an indispensable partner to clients. If you’re looking to elevate your MSP business, implementing these strategies will help you stay ahead and continue to drive success. Be sure to listen to the full podcast for even more actionable insights from Brett Cheloff.
