[119] Why Building a White Glove MSP Leads to Better Client Relationships

[119] Why Building a White Glove MSP Leads to Better Client Relationships

In this episode, Richard talks to Raja Pagadala, managing director of London-based MSP The Final Step. It’s one of London's oldest and most well-established IT businesses and a 2022 winner on the MSP 501.

Raja is actively sought out by some of the industry's top vendors and businesses to act as an advisor and confidant. This interview was recorded live at ConnectWise IT Nation in Orlando, Florida.

They talk about how peer groups help Raja personally and professionally, what’s changed the most since Raja started his business, and his number one piece of advice for today’s MSP owners.

Richard also asks Raja to talk more about The Final Step as a business: what a white glove MSP is, the toolkit they use to support their clients, and how they retain those clients for decades.

Raja explains why they go deep into client businesses to better support them and why MSPs should think strategically about their own clients. He also tells Richard how the business attracts tech talent and retains them.

Richard also asks Raja how he handles having tough conversations as the MD, their four-step methodology for helping clients break their IT bottlenecks, and how to demonstrate your value to clients who’ve forgotten how you help them.

Mentioned in This Episode


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[170] How to Master Email and File Migrations for MSPs

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[168] Best-Kept Secret to Global Leader: The Remarkable Evolution of Comptia

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In this interview, Richard Tubb speaks to Todd Thibodeaux, President and Chief Executive Officer of CompTIA, a nonprofit organisation that supports MSPs and IT businesses. Todd explains how CompTIA su...

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This episode was recorded live in Berlin, Germany at the Pax8 Beyond EMEA conference, and Richard Tubb speaks to Phylip Morgan. He’s the Pax8 Chief Revenue Officer EMEA, and they talked about what’s n...

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[167] Building a Culture of Success: Secrets from the UK's Top ISP

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In this interview, Richard Tubb speaks to Richard Tang, the founder and CEO of Zen Internet, consistently rated as the top internet service provider in the UK. Founded in 1995, the initial plan was to...

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[166] Need More Free Time? Call Answering Services are a Game-Changer for MSPs

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