Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery.I’m Jeni Clift, joined by my husband and business partner Nick. Together, we spent nearly 30 years building, scaling, and eventually exiting our own MSP business.And here’s what we learned along the way:  Great service delivery isn’t defined by tools or technology alone — it’s built on clarity, communication, leadership, and people who understand how to deliver value consistently.In this episode, we’re joined by Delano Collins, Chief Operating Officer at Electronic Office, and a seasoned MSP and cybersecurity leader with more than 25 years in the industry.Delano brings a rare perspective shaped by every angle of the MSP ecosystem — from early break-fix days, to scaling large MSP operations, to vendor-side experience at ConnectWise, and now executive leadership overseeing modern service delivery at scale.Throughout the conversation, Delano challenges some of the most common assumptions MSPs still hold — particularly the idea that great service depends on being physically onsite. Instead, he makes a compelling case for designing services that work anywhere, without losing the human connection customers value most.Delano shares practical insights on leadership, operations, communication, and the role AI must play in modern service delivery — not as a replacement for people, but as a way to protect customer experience, consistency, and margin.This is an episode for MSP leaders who want to scale without becoming reactive, impersonal, or overly dependent on heroics.In this episode, we talk about:<ul><li>Why great MSP service should not depend on physical presence</li><li>Designing service delivery models that work anywhere</li><li>Delano’s journey from break-fix IT to COO of a modern MSP</li><li>The transition from CIO to COO — and why operations is where everything meets</li><li>Why MSPs are customer service businesses first</li><li>The importance of communication over metrics alone</li><li>Asking the simplest question that reveals the most: “How are we doing?”</li><li>Creating healthy friction to surface service issues early</li><li>Why progress matters more than perfection in leadership</li><li>Coaching teams under pressure and building trust when mistakes happen</li><li>How AI can help prevent service failures before CSAT drops</li><li>Using dashboards, automation, and data to improve accountability — not micromanage</li><li>Why MSPs must stop thinking they are geographically “landlocked”</li><li>How consistent service delivery creates stronger customer relationships</li><li>Delano’s personal story — and the experiences that shaped how he leads today</li></ul>Delano’s insights are grounded, honest, and deeply relevant for MSPs navigating growth, complexity, and change.If you’re serious about building service delivery that scales — without losing trust, judgement, or humanity — this episode will challenge how you think about your business.🔗 Connect with Delano Collins👉 Follow Delano Collins on LinkedIn: <a href='https://www.linkedin.com/in/delanocollins/'>https://www.linkedin.com/in/delanocollins/</a> 👉 Learn more about Electronic Office: <a href='https://www.electronicoffice.net/'>https://www.electronicoffice.net/</a> 🎧 More Ctrl-Alt-Deliver episodes: <a href='https://www.ctrl-alt-deliver.blog/episodes'>https://www.ctrl-alt-deliver.blog/episodes</a>

<description>&lt;p&gt;Welcome to &lt;em&gt;Ctrl-Alt-Deliver: MSP Service Delivery Mastery&lt;/em&gt;.&lt;/p&gt;&lt;p&gt;I’m &lt;b&gt;Jeni Clift&lt;/b&gt;, joined by my husband and business partner &lt;b&gt;Nick&lt;/b&gt;. Together, we spent nearly 30 years building, scaling, and eventually exiting our own MSP business.&lt;/p&gt;&lt;p&gt;And here’s what we learned along the way:&lt;br/&gt; Great service delivery isn’t defined by tools or technology alone — it’s built on clarity, communication, leadership, and people who understand how to deliver value consistently.&lt;/p&gt;&lt;p&gt;In this episode, we’re joined by &lt;b&gt;Delano Collins&lt;/b&gt;, &lt;b&gt;Chief Operating Officer at Electronic Office&lt;/b&gt;, and a seasoned MSP and cybersecurity leader with more than 25 years in the industry.&lt;/p&gt;&lt;p&gt;Delano brings a rare perspective shaped by every angle of the MSP ecosystem — from early break-fix days, to scaling large MSP operations, to vendor-side experience at ConnectWise, and now executive leadership overseeing modern service delivery at scale.&lt;/p&gt;&lt;p&gt;Throughout the conversation, Delano challenges some of the most common assumptions MSPs still hold — particularly the idea that great service depends on being physically onsite. Instead, he makes a compelling case for designing services that work anywhere, without losing the human connection customers value most.&lt;/p&gt;&lt;p&gt;Delano shares practical insights on leadership, operations, communication, and the role AI must play in modern service delivery — not as a replacement for people, but as a way to protect customer experience, consistency, and margin.&lt;/p&gt;&lt;p&gt;This is an episode for MSP leaders who want to scale without becoming reactive, impersonal, or overly dependent on heroics.&lt;/p&gt;&lt;p&gt;&lt;b&gt;In this episode, we talk about:&lt;/b&gt;&lt;/p&gt;&lt;ul&gt;&lt;li&gt;Why great MSP service should not depend on physical presence&lt;/li&gt;&lt;li&gt;Designing service delivery models that work anywhere&lt;/li&gt;&lt;li&gt;Delano’s journey from break-fix IT to COO of a modern MSP&lt;/li&gt;&lt;li&gt;The transition from CIO to COO — and why operations is where everything meets&lt;/li&gt;&lt;li&gt;Why MSPs are customer service businesses first&lt;/li&gt;&lt;li&gt;The importance of communication over metrics alone&lt;/li&gt;&lt;li&gt;Asking the simplest question that reveals the most: &lt;em&gt;“How are we doing?”&lt;/em&gt;&lt;/li&gt;&lt;li&gt;Creating healthy friction to surface service issues early&lt;/li&gt;&lt;li&gt;Why progress matters more than perfection in leadership&lt;/li&gt;&lt;li&gt;Coaching teams under pressure and building trust when mistakes happen&lt;/li&gt;&lt;li&gt;How AI can help prevent service failures before CSAT drops&lt;/li&gt;&lt;li&gt;Using dashboards, automation, and data to improve accountability — not micromanage&lt;/li&gt;&lt;li&gt;Why MSPs must stop thinking they are geographically “landlocked”&lt;/li&gt;&lt;li&gt;How consistent service delivery creates stronger customer relationships&lt;/li&gt;&lt;li&gt;Delano’s personal story — and the experiences that shaped how he leads today&lt;/li&gt;&lt;/ul&gt;&lt;p&gt;Delano’s insights are grounded, honest, and deeply relevant for MSPs navigating growth, complexity, and change.&lt;/p&gt;&lt;p&gt;If you’re serious about building service delivery that scales — without losing trust, judgement, or humanity — this episode will challenge how you think about your business.&lt;/p&gt;&lt;p&gt;🔗 &lt;b&gt;Connect with Delano Collins&lt;/b&gt;&lt;/p&gt;&lt;p&gt;👉 Follow Delano Collins on LinkedIn: &lt;a href='https://www.linkedin.com/in/delanocollins/'&gt;https://www.linkedin.com/in/delanocollins/&lt;/a&gt;&lt;br/&gt;👉 Learn more about Electronic Office: &lt;a href='https://www.electronicoffice.net/'&gt;https://www.electronicoffice.net/&lt;/a&gt;&lt;br/&gt;🎧 More &lt;em&gt;Ctrl-Alt-Deliver&lt;/em&gt; episodes: &lt;a href='https://www.ctrl-alt-deliver.blog/episodes'&gt;https://www.ctrl-alt-deliver.blog/episodes&lt;/a&gt;&lt;/p&gt;</description>

Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick. Together, we spent nearly 30 years building, scaling, and eventually exiting our own MSP business. And here’s what we learned along the way:  Great service delivery isn’t defined by tools or technology alone — it’s built on clarity, communication, leadership, and people who understand how to deliver value consistently. In this episode, we’re joined by Delano Collins,...

Delano Collins: Why MSP Service Shouldn’t Depend on Geography

Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business.And here’s what we’ve learned along the way: Great service delivery is built on clarity, consistency, human connection — and leaders who know how to empower their teams.In this episode, we’re joined by Patrick Burns, CEO of Dispatch, former SVP of Product at ClickSoftware, and a key figure in shaping how MSPs and service organisations work at scale during his 11 years at Autotask.Patrick brings a perspective few leaders have — decades spent building platforms that support thousands of service teams, combined with deep experience navigating the evolution from high-touch personal service to modern, scalable service delivery.He shares insights that are practical, honest, and deeply relevant to MSPs right now.Patrick talks about what real empowerment looks like on the frontline, why rigid policies kill customer experience, and how AI is reshaping the future of service delivery (but only for those who know how to use it). His leadership lessons come not from theory, but from years spent listening to customers, building teams, and developing products used by MSPs around the world.This is the episode for every MSP leader who wants to scale without losing the humanity, trust, and judgement that great service is built on.<h1>In this episode, we talked about:</h1><ul><li>The early days of Autotask and the insights that still apply to MSPs today</li><li>Why platforms succeed when they stay close to customers</li><li>Patrick’s philosophy on policies: “They should guide — not restrict.”</li><li>Why empowered frontline teams deliver better service than any rulebook</li><li>How AI will reshape service — and why it will replace people who don’t use it</li><li>Lessons from scaling SaaS products used by thousands of MSPs</li><li>What MSPs misunderstand about flexibility, configurability, and “best of breed” tools</li><li>The difference between agility (enterprise) and flexibility (SMB/MSP)</li><li>Why understanding your data is non-negotiable for future success</li><li>The hidden power of customer relationships — and why great salespeople create customers who feel they made the best decision of their lives</li><li>What Zappos taught the world about exceptional customer service</li><li>Patrick’s personal journey: from the dawn of the internet to leading a modern service platform at Dispatch</li></ul>Patrick’s stories, insights, and leadership lessons will challenge the way you think about service delivery — and might just reshape how you lead your team.<h1>🔗 Connect with Patrick Burns</h1>👉 Follow Patrick Burns on LinkedIn: <a href='https://www.linkedin.com/in/patrick-burns-b7649a1b/'>https://www.linkedin.com/in/patrick-burns-b7649a1b/</a> 👉 Explore Dispatch: https://www.dispatch.me 🎧 More episodes: <a href='https://www.ctrl-alt-deliver.blog/episodes'>https://www.ctrl-alt-deliver.blog/episodes</a>

<description>&lt;p&gt;Welcome to&lt;b&gt; Ctrl-Alt-Deliver: MSP Service Delivery Mastery.&lt;/b&gt;&lt;br/&gt;I’m &lt;b&gt;Jeni Clift&lt;/b&gt;, joined by my husband and business partner&lt;b&gt; Nick&lt;/b&gt;. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business.&lt;/p&gt;&lt;p&gt;And here’s what we’ve learned along the way:&lt;br/&gt;Great service delivery is built on &lt;b&gt;clarity, consistency, human connection — and leaders who know how to empower their teams.&lt;/b&gt;&lt;/p&gt;&lt;p&gt;In this episode, we’re joined by &lt;b&gt;Patrick Burns&lt;/b&gt;, CEO of &lt;b&gt;Dispatch&lt;/b&gt;, former SVP of Product at ClickSoftware, and a key figure in shaping how MSPs and service organisations work at scale during his 11 years at &lt;b&gt;Autotask&lt;/b&gt;.&lt;/p&gt;&lt;p&gt;Patrick brings a perspective few leaders have — decades spent building platforms that support thousands of service teams, combined with deep experience navigating the evolution from high-touch personal service to modern, scalable service delivery.&lt;/p&gt;&lt;p&gt;He shares insights that are practical, honest, and deeply relevant to MSPs right now.&lt;/p&gt;&lt;p&gt;Patrick talks about what real empowerment looks like on the frontline, why rigid policies kill customer experience, and how AI is reshaping the future of service delivery (but only for those who know how to use it). His leadership lessons come not from theory, but from years spent listening to customers, building teams, and developing products used by MSPs around the world.&lt;/p&gt;&lt;p&gt;This is the episode for every MSP leader who wants to scale without losing the humanity, trust, and judgement that great service is built on.&lt;/p&gt;&lt;h1&gt;&lt;b&gt;In this episode, we talked about:&lt;/b&gt;&lt;/h1&gt;&lt;ul&gt;&lt;li&gt;The early days of Autotask and the insights that still apply to MSPs today&lt;/li&gt;&lt;li&gt;Why platforms succeed when they stay close to customers&lt;/li&gt;&lt;li&gt;Patrick’s philosophy on policies: &lt;b&gt;“They should guide — not restrict.”&lt;/b&gt;&lt;/li&gt;&lt;li&gt;Why empowered frontline teams deliver better service than any rulebook&lt;/li&gt;&lt;li&gt;How AI will reshape service — and why it will replace people who &lt;em&gt;don’t&lt;/em&gt; use it&lt;/li&gt;&lt;li&gt;Lessons from scaling SaaS products used by thousands of MSPs&lt;/li&gt;&lt;li&gt;What MSPs misunderstand about flexibility, configurability, and “best of breed” tools&lt;/li&gt;&lt;li&gt;The difference between agility (enterprise) and flexibility (SMB/MSP)&lt;/li&gt;&lt;li&gt;Why understanding your data is non-negotiable for future success&lt;/li&gt;&lt;li&gt;The hidden power of customer relationships — and why great salespeople create customers who feel they made &lt;em&gt;the best decision of their lives&lt;/em&gt;&lt;/li&gt;&lt;li&gt;What Zappos taught the world about exceptional customer service&lt;/li&gt;&lt;li&gt;Patrick’s personal journey: from the dawn of the internet to leading a modern service platform at Dispatch&lt;/li&gt;&lt;/ul&gt;&lt;p&gt;Patrick’s stories, insights, and leadership lessons will challenge the way you think about service delivery — and might just reshape how you lead your team.&lt;/p&gt;&lt;h1&gt;🔗 &lt;b&gt;Connect with Patrick Burns&lt;/b&gt;&lt;/h1&gt;&lt;p&gt;👉 Follow Patrick Burns on LinkedIn: &lt;a href='https://www.linkedin.com/in/patrick-burns-b7649a1b/'&gt;https://www.linkedin.com/in/patrick-burns-b7649a1b/&lt;/a&gt;&lt;br/&gt;👉 Explore Dispatch: https://www.dispatch.me&lt;b&gt;&lt;br/&gt;&lt;/b&gt;🎧 More episodes: &lt;a href='https://www.ctrl-alt-deliver.blog/episodes'&gt;https://www.ctrl-alt-deliver.blog/episodes&lt;/a&gt;&lt;/p&gt;</description>

Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business. And here’s what we’ve learned along the way: Great service delivery is built on clarity, consistency, human connection — and leaders who know how to empower their teams. In this episode, we’re joined by Patrick Burns, CEO of Dispatch, former SVP of Product at ClickSoftwar...

Empowerment, AI, and the Future of Service Delivery with Patrick Burns

Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business.And one thing has become clear along the way:  Delivering great service isn’t just about technical capability, it’s about clarity, consistency, and building relationships that actually mean something.In this episode, we’re joined by Anthony Quaresima, Founder and Managing Director of techENVY, and a seasoned MSP leader with more than 20 years in the industry.Anthony brings a rare dual perspective: the depth of someone who spent decades working inside a fast-growing MSP, and the hunger of a founder who built his own business from the ground up. His insights are honest, practical, and exactly what modern MSPs need to hear.Anthony talks about what most MSPs overlook when scaling, why minimum standards matter more than ever, and how to create a customer experience that feels proactive instead of reactive.This is the episode for every MSP leader who wants to build something sustainable, not just big.In this episode, we talked about:<ul><li>The reality of starting a new MSP today (and why the hardest part isn’t technical)</li><li>How Anthony rebuilt his entire operational foundation from scratch</li><li>Why “personable beats technical” every single time</li><li>Setting minimum standards &amp; protecting client relationships</li><li>The debate between contracts vs. no lock-ins — and which path he chose</li><li>Why MSP founders must decide what they don’t do just as much as what they do</li><li>The mindset shift from employee to owner — and why it changes everything</li><li>How techENVY uses structure, clarity, and consistent delivery to scale sustainably</li></ul>Anthony’s journey — from IT shop work experience to leading a modern, fast-growing MSP — is filled with lessons, laughs, and the kind of honesty that makes every MSP rethink their foundations.👉 Follow Anthony Quaresima on LinkedIn: <a href='https://www.linkedin.com/in/aquaresima/'>https://www.linkedin.com/in/aquaresima/</a> 👉 Follow techENVY on LinkedIn: <a href='https://www.linkedin.com/company/techenvy/'>https://www.linkedin.com/company/techenvy/</a> 🌐 Visit techENVY: <a href='https://www.techenvy.com.au'>https://www.techenvy.com.au</a> 🎧 Explore more Ctrl-Alt-Deliver episodes: <a href='https://www.ctrl-alt-deliver.blog/episodes'>https://www.ctrl-alt-deliver.blog/episodes</a>

<description>&lt;p&gt;Welcome to &lt;b&gt;Ctrl-Alt-Deliver: MSP Service Delivery Mastery.&lt;/b&gt;&lt;br/&gt; I’m &lt;b&gt;Jeni Clift&lt;/b&gt;, joined by my husband and business partner &lt;b&gt;Nick&lt;/b&gt;. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business.&lt;/p&gt;&lt;p&gt;And one thing has become clear along the way:&lt;br/&gt; Delivering great service isn’t just about technical capability, it’s about clarity, consistency, and building relationships that actually mean something.&lt;/p&gt;&lt;p&gt;In this episode, we’re joined by &lt;b&gt;Anthony Quaresima,&lt;/b&gt; Founder and Managing Director of &lt;b&gt;techENVY&lt;/b&gt;, and a seasoned MSP leader with more than 20 years in the industry.&lt;/p&gt;&lt;p&gt;Anthony brings a rare dual perspective: the depth of someone who spent decades working inside a fast-growing MSP, and the hunger of a founder who built his own business from the ground up. His insights are honest, practical, and exactly what modern MSPs need to hear.&lt;/p&gt;&lt;p&gt;Anthony talks about what most MSPs overlook when scaling, why minimum standards matter more than ever, and how to create a customer experience that feels proactive instead of reactive.&lt;/p&gt;&lt;p&gt;&lt;b&gt;This is the episode for every MSP leader who wants to build something sustainable, not just big.&lt;/b&gt;&lt;/p&gt;&lt;p&gt;&lt;b&gt;In this episode, we talked about:&lt;/b&gt;&lt;/p&gt;&lt;ul&gt;&lt;li&gt;The reality of starting a new MSP today (and why the hardest part isn’t technical)&lt;/li&gt;&lt;li&gt;How Anthony rebuilt his entire operational foundation from scratch&lt;/li&gt;&lt;li&gt;Why “personable beats technical” every single time&lt;/li&gt;&lt;li&gt;Setting minimum standards &amp;amp; protecting client relationships&lt;/li&gt;&lt;li&gt;The debate between contracts vs. no lock-ins — and which path he chose&lt;/li&gt;&lt;li&gt;Why MSP founders must decide what they &lt;em&gt;don’t&lt;/em&gt; do just as much as what they do&lt;/li&gt;&lt;li&gt;The mindset shift from employee to owner — and why it changes everything&lt;/li&gt;&lt;li&gt;How techENVY uses structure, clarity, and consistent delivery to scale sustainably&lt;/li&gt;&lt;/ul&gt;&lt;p&gt;Anthony’s journey — from IT shop work experience to leading a modern, fast-growing MSP — is filled with lessons, laughs, and the kind of honesty that makes every MSP rethink their foundations.&lt;/p&gt;&lt;p&gt;👉 &lt;b&gt;Follow Anthony Quaresima on LinkedIn:&lt;/b&gt; &lt;a href='https://www.linkedin.com/in/aquaresima/'&gt;https://www.linkedin.com/in/aquaresima/&lt;/a&gt;&lt;br/&gt; 👉 &lt;b&gt;Follow techENVY on LinkedIn:&lt;/b&gt; &lt;a href='https://www.linkedin.com/company/techenvy/'&gt;https://www.linkedin.com/company/techenvy/&lt;/a&gt;&lt;br/&gt; 🌐 &lt;b&gt;Visit techENVY:&lt;/b&gt; &lt;a href='https://www.techenvy.com.au'&gt;https://www.techenvy.com.au&lt;/a&gt;&lt;br/&gt; 🎧 &lt;b&gt;Explore more Ctrl-Alt-Deliver episodes:&lt;/b&gt; &lt;a href='https://www.ctrl-alt-deliver.blog/episodes'&gt;https://www.ctrl-alt-deliver.blog/episodes&lt;/a&gt;&lt;/p&gt;</description>

Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery.  I’m Jeni Clift, joined by my husband and business partner Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business. And one thing has become clear along the way:  Delivering great service isn’t just about technical capability, it’s about clarity, consistency, and building relationships that actually mean something. In this episode, we’re joined by Anthony Quaresima, Founder and M...

techENVY’s Growth Playbook: Clarity, Consistency & Customer Experience with Anthony Quaresima

Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business.And one thing became clear along the way: Delivering great service isn’t just about the tools you use — it’s about curiosity, communication, and understanding the people behind every issue.In this episode, we’re joined by Amy Babinchak — a Microsoft MVP (18 times over), former MSP owner, industry educator, and one of the most trusted voices in the service provider community.Amy brings a sharp perspective and a whole lot of heart as she shares what too many MSPs are missing: meaningful conversations with clients. Why? Because without them, we can’t be proactive. We can’t lead. And we certainly can’t build the kind of trust that keeps clients around.👉 This is the conversation every MSP leader needs to hear — whether you’re just starting out or wondering what comes after the exit.💡 In this episode we talked about:<ul><li>Why so many MSPs fail to really talk to their clients (and what it’s costing them)</li><li>How AI opens the door to deeper, more strategic conversations</li><li>What no one tells you about selling your MSP — until you do it</li><li>The difference between “supporting the issue” and supporting the person</li><li>Letting go of vanity metrics and showing up where it really matters</li><li>Why trust looks like being invited to the client’s Christmas party</li></ul>Amy’s story — from burnout to business builder to industry mentor — is packed with lessons, laughs, and the kind of wisdom that sticks with you.👉 Follow Amy Babinchak on LinkedIn: <a href='https://www.linkedin.com/in/amybabinchak/'>https://www.linkedin.com/in/amybabinchak/</a> 🌐 Learn more about Third Tier: <a href='https://www.thirdtier.net/'>https://www.thirdtier.net/</a> 🎧 Explore more Ctrl-Alt-Deliver episodes: <a href='https://www.ctrl-alt-deliver.blog/episodes'>https://www.ctrl-alt-deliver.blog/episodes</a>

<description>&lt;p&gt;Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery.&lt;br/&gt;I’m Jeni Clift, joined by my husband and business partner Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business.&lt;/p&gt;&lt;p&gt;And one thing became clear along the way:&lt;br/&gt;Delivering great service isn’t just about the tools you use — it’s about curiosity, communication, and understanding the people behind every issue.&lt;/p&gt;&lt;p&gt;In this episode, we’re joined by &lt;b&gt;Amy Babinchak&lt;/b&gt; — a Microsoft MVP (18 times over), former MSP owner, industry educator, and one of the most trusted voices in the service provider community.&lt;/p&gt;&lt;p&gt;Amy brings a sharp perspective and a whole lot of heart as she shares what too many MSPs are missing: &lt;b&gt;meaningful conversations with clients&lt;/b&gt;.&lt;br/&gt; Why? Because without them, we can’t be proactive. We can’t lead. And we certainly can’t build the kind of trust that keeps clients around.&lt;/p&gt;&lt;p&gt;👉 This is the conversation every MSP leader needs to hear — whether you’re just starting out or wondering what comes after the exit.&lt;/p&gt;&lt;p&gt;💡 In this episode we talked about:&lt;/p&gt;&lt;ul&gt;&lt;li&gt;Why so many MSPs fail to really &lt;em&gt;talk&lt;/em&gt; to their clients (and what it’s costing them)&lt;/li&gt;&lt;li&gt;How AI opens the door to deeper, more strategic conversations&lt;/li&gt;&lt;li&gt;What no one tells you about selling your MSP — until you do it&lt;/li&gt;&lt;li&gt;The difference between “supporting the issue” and supporting the &lt;em&gt;person&lt;/em&gt;&lt;/li&gt;&lt;li&gt;Letting go of vanity metrics and showing up where it really matters&lt;/li&gt;&lt;li&gt;Why trust looks like being invited to the client’s Christmas party&lt;/li&gt;&lt;/ul&gt;&lt;p&gt;Amy’s story — from burnout to business builder to industry mentor — is packed with lessons, laughs, and the kind of wisdom that sticks with you.&lt;/p&gt;&lt;p&gt;👉 Follow Amy Babinchak on LinkedIn: &lt;a href='https://www.linkedin.com/in/amybabinchak/'&gt;https://www.linkedin.com/in/amybabinchak/&lt;/a&gt;&lt;br/&gt;🌐 Learn more about Third Tier: &lt;a href='https://www.thirdtier.net/'&gt;https://www.thirdtier.net/&lt;/a&gt;&lt;br/&gt;🎧 Explore more Ctrl-Alt-Deliver episodes: &lt;a href='https://www.ctrl-alt-deliver.blog/episodes'&gt;https://www.ctrl-alt-deliver.blog/episodes&lt;/a&gt;&lt;/p&gt;</description>

Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business. And one thing became clear along the way: Delivering great service isn’t just about the tools you use — it’s about curiosity, communication, and understanding the people behind every issue. In this episode, we’re joined by Amy Babinchak — a Microsoft MVP (18 times over), ...

Amy Babinchak on Conversations, Clients, and the Coming AI Wave

Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business.And one thing became clear along the way:  Delivering great service isn’t just about the tools you use — it’s about curiosity, communication, and understanding the people behind every issue.In this episode, we’re joined by Guy Newton — a leader who has worked across every corner of the technology world: break-fix, local government, MSP leadership, and now Salesforce project delivery at SalesFix.Across all of it, Guy has carried one philosophy:👉 Ask questions first. Understand deeply. Serve beyond the ticket.It’s this mindset that shaped his career — and transformed how he thinks about customers, teams, and the real impact of service.💡 In this episode:<ul><li>Why curiosity is the most underrated skill in service delivery</li><li>The mindset shift from “fixing problems” to supporting the customer’s customer</li><li>Setting expectations before they’re set for you</li><li>The human layer behind every ticket (and why empathy still wins)</li><li>Leadership lessons from MSPs, government, and project delivery</li><li>How asking better questions leads to better outcomes — every time</li></ul>Guy’s story is proof that when you slow down, stay curious, and truly understand the people you’re serving, you create service experiences that go far beyond the technical fix.👉 Follow Guy Newton on LinkedIn: <a href='https://www.linkedin.com/in/guy-newton-72697b113/'>https://www.linkedin.com/in/guy-newton-72697b113/</a> 🌐 Learn more about SalesFix: <a href='https://www.salesfix.com.au/'>https://www.salesfix.com.au/</a> 🎧 Explore more Ctrl-Alt-Deliver episodes: <a href='https://www.ctrl-alt-deliver.blog/episodes'>https://www.ctrl-alt-deliver.blog/episodes</a>

<description>&lt;p&gt;Welcome to &lt;b&gt;Ctrl-Alt-Deliver: MSP Service Delivery Mastery&lt;/b&gt;.&lt;br/&gt; I’m Jeni Clift, joined by my husband and business partner Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business.&lt;/p&gt;&lt;p&gt;And one thing became clear along the way:&lt;br/&gt; Delivering great service isn’t just about the tools you use — it’s about curiosity, communication, and understanding the people behind every issue.&lt;/p&gt;&lt;p&gt;In this episode, we’re joined by &lt;b&gt;Guy Newton&lt;/b&gt; — a leader who has worked across every corner of the technology world: break-fix, local government, MSP leadership, and now Salesforce project delivery at SalesFix.&lt;/p&gt;&lt;p&gt;Across all of it, Guy has carried one philosophy:&lt;/p&gt;&lt;p&gt;👉 &lt;b&gt;Ask questions first. Understand deeply. Serve beyond the ticket.&lt;/b&gt;&lt;/p&gt;&lt;p&gt;It’s this mindset that shaped his career — and transformed how he thinks about customers, teams, and the real impact of service.&lt;/p&gt;&lt;p&gt;💡 &lt;b&gt;In this episode:&lt;/b&gt;&lt;/p&gt;&lt;ul&gt;&lt;li&gt;Why curiosity is the most underrated skill in service delivery&lt;/li&gt;&lt;li&gt;The mindset shift from “fixing problems” to supporting the &lt;b&gt;customer’s customer&lt;/b&gt;&lt;/li&gt;&lt;li&gt;Setting expectations before they’re set for you&lt;/li&gt;&lt;li&gt;The human layer behind every ticket (and why empathy still wins)&lt;/li&gt;&lt;li&gt;Leadership lessons from MSPs, government, and project delivery&lt;/li&gt;&lt;li&gt;How asking better questions leads to better outcomes — every time&lt;/li&gt;&lt;/ul&gt;&lt;p&gt;Guy’s story is proof that when you slow down, stay curious, and truly understand the people you’re serving, you create service experiences that go far beyond the technical fix.&lt;/p&gt;&lt;p&gt;👉 &lt;b&gt;Follow Guy Newton on LinkedIn: &lt;/b&gt;&lt;a href='https://www.linkedin.com/in/guy-newton-72697b113/'&gt;&lt;b&gt;https://www.linkedin.com/in/guy-newton-72697b113/&lt;/b&gt;&lt;/a&gt;&lt;br/&gt; 🌐 Learn more about SalesFix: &lt;a href='https://www.salesfix.com.au/'&gt;https://www.salesfix.com.au/&lt;/a&gt;&lt;br/&gt;🎧 Explore more Ctrl-Alt-Deliver episodes: &lt;a href='https://www.ctrl-alt-deliver.blog/episodes'&gt;https://www.ctrl-alt-deliver.blog/episodes&lt;/a&gt;&lt;/p&gt;</description>

Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery.  I’m Jeni Clift, joined by my husband and business partner Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business. And one thing became clear along the way:  Delivering great service isn’t just about the tools you use — it’s about curiosity, communication, and understanding the people behind every issue. In this episode, we’re joined by Guy Newton — a leader who has worked acros...

The Customer’s Customer: Guy Newton on Service That Actually Matters

Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery — the podcast for IT leaders, MSP owners, and service delivery professionals who want to elevate performance, improve processes, and stay ahead in the fast-changing managed services landscape.

MSP Service Delivery Mastery: Ctrl-Alt-Deliver

Details

Recent Episodes