[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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[165] The 20-Year Overnight MSP Success Story You Need To Hear

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[164] Top Lessons from 25 Years Building a Successful MSP

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Time for another Team Tubb Travelogue! This time, Gudrun Lauret catches up with Richard Tubb and Lenka Koppova, who are in London for UptimeLIVE.Grab a cup of your favourite tea or coffee, relax and j...

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[163] Why Modern MSPs Need to be at Uptime Live

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In this interview, Richard Tubb speaks to Jason Kemsley and Bradley Munday, the co-founders of Uptime, a white-label, outsourced solution provider. They offer helpdesk, NOC, SOC and project support. T...

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[162] How to Make Accurate Billing a Superpower for Your MSP Business

[162] How to Make Accurate Billing a Superpower for Your MSP Business

In this interview, Richard speaks to Ben Rogers, a Sales Manager at Cloud Billing. Cloud Billing offers a solution that helps MSPs to automate their billing processes quickly, accurately, and comprehe...

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[161] Why CompTIA are the MSP Industry's Best-Kept Secret

[161] Why CompTIA are the MSP Industry's Best-Kept Secret

In this episode, Richard speaks to MJ Shoer, the Chief Community Officer at CompTIA. After studying for a degree in computer science, he worked in sales for startup software and hardware companies. He...

25 Elo 20241h 26min

[160] How to Harness Personal Power, Energetics, and Mindset for MSP Success

[160] How to Harness Personal Power, Energetics, and Mindset for MSP Success

In this interview, Richard speaks to Fiona Challis. She’s been in the IT industry for over 25 years, firstly in corporate and then running a sales training company. Now, she’s passionate about mindset...

21 Heinä 202447min

[Bonusode] How Kaseya is Revolutionising Their Offers to Better Support MSP Partners

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In this episode, Richard Tubb talks to Dermot McCann. He’s the Executive Vice President and General Manager for Kaseya EMEA, having previously worked as General Manager for APAC in Australia.He tell...

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