Whether you're a seasoned MSP veteran or just stepping into the captivating world of managed services, "MSP After Hours" is your source for compelling stories, expert advice, and unfiltered conversations. Join us as we challenge the status quo, embracing the unexpected, and forging new paths when others choose to follow the crowd. Delve into the fusion of technical prowess and human psychology that drives success in managed services. From decoding operations to navigating the human psyche, we're your compass in a landscape where innovation meets introspection.
MSP After Hours
Claim This Podcastby Craig Willard
5.0(1 reviews)
20 episodes
Updated Inactive
Accepts GuestsHas SponsorsLocation 🇺🇸
Podcast Overview
Whether you're a seasoned MSP veteran or just stepping into the captivating world of managed services, "MSP After Hours" is your source for compelling stories, expert advice, and unfiltered conversations. Join us as we challenge the status quo, embracing the unexpected, and forging new paths when others choose to follow the crowd. Delve into the fusion of technical prowess and human psychology that drives success in managed services. From decoding operations to navigating the human psyche, we're your compass in a landscape where innovation meets introspection.
Language
🇺🇲
Publishing Since
8/17/2023
1 verified contact email on file for MSP After Hours
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Recent Episodes
October 21, 2025
EP9 The Identity Crisis of Most MSPs (and what to do about it)
<p>Get my book THE HIGH PERFORMANCE MSP https://a.co/d/iy2Pb3Q</p><p>Get by book PROFIT BY TIME https://a.co/d/ihftXpy</p><p><br></p><p>Summary</p><p>In this conversation, Craig Willard discusses the critical importance of identity for Managed Service Providers (MSPs). He emphasizes that many MSPs lack a clear identity, which leads to confusion in pricing, service offerings, and client relationships. Willard provides tactical steps for MSPs to define their identity, including understanding what they want to be known for, what they refuse to compromise, and who they are not for. He highlights the alignment of identity with operations as a key to achieving business clarity and growth. The conversation concludes with a challenge for MSP leaders to articulate their identity and the standards they uphold.</p><p>Takeaways</p><p><br></p><ul><li>Most MSPs struggle with their identity.</li><li>A strong identity leads to better alignment and clarity.</li><li>Pricing issues often stem from a lack of identity.</li><li>Defining what you refuse to compromise is crucial.</li><li>Understanding who you are not for helps in client selection.</li><li>Identity should guide every business decision.</li><li>Alignment between identity and operations simplifies processes.</li><li>Leaders must have conviction in their identity.</li><li>Your team reflects your clarity and confidence.</li><li>Identity is the competitive advantage in the MSP market.</li></ul><p><br></p><p>Chapters</p><p>00:00 Intro</p><p>00:31 The Internal Layer: Leadership Identity</p><p>01:06 The Root Problem: “The Chameleon MSP”</p><p>01:58 The Power of Identity</p><p>02:42 Why Identity Comes Before Pricing</p><p>03:32 How to Define Your Identity (Expanded)</p><p>05:42 Alignment: The Multiplier Effect</p><p>06:54 Closing — Challenge & Takeaway</p>
October 21, 2025
EP8 The Myth of the Loyal Client (And What To Do About It)
<p>Get my book THE HIGH PERFORMANCE MSP https://a.co/d/iy2Pb3Q</p><p>Get by book PROFIT BY TIME https://a.co/d/ihftXpy</p><p><br></p><p>Summary</p><p>In this conversation, Craig Willard discusses the misconceptions surrounding client loyalty in Managed Service Providers (MSPs). He emphasizes that true loyalty is not derived from long-term contracts but from genuine relationships built on trust, communication, and responsiveness. Willard critiques the traditional approach of quarterly business reviews, advocating for more frequent and proactive communication to foster real connections with clients. He concludes with strategies for earning loyalty through consistent engagement and treating clients with respect, even when they choose to leave.Takeaways</p><ul><li>If the only reason your client stays is because of a contract, that's not loyalty, that's captivity.</li><li>Real business value doesn't come from locking people in.</li><li>You can't measure trust by term length; you measure by freedom of choice.</li><li>We don't do long-term contracts; we just ask for a 90-day intent to cancel.</li><li>Real loyalty comes from responsiveness, not routine.</li><li>Happy clients don't feel forced to stay; they stay because they want to.</li><li>Real loyalty isn't about contracts; it's about connections.</li><li>Communication should be constant, not quarterly.</li><li>Loyalty lives in how your clients feel about you, not what your ticket metrics say.</li><li>The way you handle a departure says more about your culture than your self-pitch.</li></ul><p><br></p><p>Chapters</p><p>00:00 Intro</p><p>00:29 The False Sense of Security</p><p>02:01 The Pulse Philosophy</p><p>03:19 THE QBR Myth</p><p>04:20 The Vendor Mirror</p><p>04:54 Don't Be That MSP</p><p>05:40 The Reality of Loyalty</p><p>06:07 Practical Takeaways</p><p>06:38 Closing</p>
October 21, 2025
EP7 Stop Including Microsoft 365 in your stack
<p>Get my book THE HIGH PERFORMANCE MSP https://a.co/d/iy2Pb3Q</p><p>Get by book PROFIT BY TIME https://a.co/d/ihftXpy</p><p><br></p><p>Summary</p><p>In this conversation, Craig Willard discusses the challenges and implications of bundling Microsoft 365 with managed services. He argues that while bundling may seem convenient, it can lead to complications with pricing, renewals, and profit margins. Willard advocates for separating licensing from service rates to maintain financial health and transparency with clients. He outlines a structured approach for MSPs to manage Microsoft 365 licenses effectively while ensuring clear communication and stable pricing for clients.</p><p><br></p><p>Takeaways</p><ul><li>Bundling Microsoft 365 can create pricing and renewal issues.</li><li>Separating licensing from service rates improves financial clarity.</li><li>Maintaining a standard Microsoft configuration is crucial for control.</li><li>Charging a management fee for Microsoft services is essential.</li><li>Clients appreciate transparency in billing and services.</li><li>Separation leads to smoother onboarding and contract management.</li><li>Your margins should ideally be around 70% or better.</li><li>Bundling can inflate service rates and complicate contracts.</li><li>Clear communication with clients about pricing changes is vital.</li><li>Separating software costs helps maintain profitability.</li></ul><p><br></p><p>Chapters</p><p>00:00 Intro</p><p>00:46 Why Bulding Feels Easy .... Until It Isn't</p><p>02:32 How We Do It - Standards, Separation, and Control</p><p>02:39 Implementing a Standard Microsoft Configuration</p><p>03:06 What Happens When You Separate It</p><p>03:35 What Happens When you Separate M365 From Your Services</p><p>04:23 Transitioning Current Clients</p><p>04:40 How To Explain This To Your Clients</p><p>05:17 Handling Pushback</p><p>06:08 Transitioning Current Clients</p><p>06:50 Real World Wins</p><p>06:59 Conclusion: The Path to Profitability</p><p>07:21 Closing</p>
20 total episodes available
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- What is MSP After Hours?
- How often does this podcast release new episodes?
This podcast updates inactive.
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This podcast is available on 9 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
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No, this podcast does not typically feature guests.
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