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The Five Ways I Use Emotional Intelligence to Keep My MSP Strong Through the Pandemic

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As I sit at my kitchen table—I needed a change of scenery from my desk—I have three employees out sick with COVID and two are awaiting test results (and thus quarantining). Two-thirds of our employees have been infected, and my MSP’s experience over the past two years is becoming the global norm. I am praying the small group that have not been infected stay healthy and strong.

We all thought we would be done with “this” by now. The media aligned the projected longevity of COVID with the Spanish Flu outbreak of 1918. Well, that ran its ugly course in 18 months.  Here we are two years later, and we have yet another surge in cases. I feel like I am in a horror movie replaying repeatedly in my mind. I know the villain is lurking, and I am anxiously waiting for them to strike. My heart skips a beat every time a new positive test result is revealed. I am exhausted. Are you too?

Our industry is an essential business. Without IT providers, how would other businesses survive? Understanding how critical my MSP is while also being quite cognizant of the #GreatResignation, I have approached my role as a leader by clinging to the power of emotional intelligence. Each breath I take in front of my team and clients, each word I utter, each action I make, must be made with cautious intentionality. It is my responsibility to maintain the morale of my team and instill confidence in my clients that we’ve got their back.

What is Emotional Intelligence?

Emotional intelligence, often referred to as EQ (emotional quotient) is our ability to identify and manage the emotions of ourselves and others. Psychologist, author, and EQ pioneer Daniel Goleman breaks down EQ into four main domains:  self-awareness, self-management, social awareness, and relationship management. [Read more…] about The Five Ways I Use Emotional Intelligence to Keep My MSP Strong Through the Pandemic

Key Soft Skill for 2021: Empathy

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Connecting emotionally with how others are feeling will not only build strong bonds among your team member but will strengthen client relationships too.

Welcome to mid-February 2021!

In the span of just over 40 days, we have seen a new administration take office, a vaccine rollout, civil unrest, and GameStop being a hot “stonk.”

For MSPs, COVID-19 and the resulting work-from-home needs, plus the continuing rise of cyberattacks, have created more work than ever before. Important to note, this also comes with higher demand from our clients for quicker resolution time. How will we ever get through the rest of the year?

Allow me to answer that question in one word: empathy. Practice empathy and your business could absolutely soar!

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How We Landed An $8,000 MRR Deal During a Pandemic… And How You Can Too!

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A rapidly growing construction company was fed up! Their current IT provider took several days to respond to phone calls and forever to set up computers for new employees. Their biggest frustration was constantly wasting time by repeating themselves thanks to the constant turnover of their IT vendor’s employees. Why didn’t anyone stay at their IT company? The construction company had reached its threshold and made the difficult decision to find a new IT provider during the middle of the COVID-19 pandemic. That’s when we met them.

What Specific Characteristics Was the Construction Company Looking For?

You might be surprised, but they were not interested in the various technology services we offer. Sure, they wanted an experienced company that knew tech, but what they really wanted was a company that would think and act like their CIO. The construction company wanted our president, Eric, to help guide them in making major business decisions, such as moving to a new office and what was the best option to replace their outdated infrastructure. They also yearned for engineers they could build relationships with and who took the time to really understand their business. They told us they just didn’t TRUST their existing provider to guide them in the right direction.

[Read more…] about How We Landed An $8,000 MRR Deal During a Pandemic… And How You Can Too!

Maintain a Growth NOT Fixed Mindset

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Seven life and business lessons from a university president who overcame severe obstacles, via an MSP and channel pro image consultant.

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When I was just 2 years old, my Papa Al passed away due to a sudden heart attack. He was only 55. My grandmother was now a widow with six children, the youngest age 5. Life had thrown Grandma Belle a severe curveball.

Resilience should have been Grandma Belle’s middle name, however. At the time, she and my grandfather were building a business together selling skincare products. My grandfather was the natural lead generator. While selling men’s suits for the now-defunct Filene’s department store, he would talk to his customers’ wives (prospects) about the youthful benefits of proper skincare. [Read more…] about Maintain a Growth NOT Fixed Mindset

Busting the MSP Myth That Appearance Doesn’t Matter

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You have seven seconds to make a first impression. What message do you want your appearance to convey to customers and prospects?

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I participated in an initial sales meeting once that “looked” like this: The first salesperson sat in my conference room chair in a too-tight button-down untucked shirt, exposing bulging buttons and abdominal hair. His female colleague wore jeans and a tank top that was distractingly low. The only professional aspect of her outfit was a snug black blazer.

If you were in that meeting, where would your attention be? Bulging belly, cleavage, or their pitch?  [Read more…] about Busting the MSP Myth That Appearance Doesn’t Matter