Can MSPs “Guarantee” Compliance?

It’s no secret that many MSPs are helping clients deal with compliance issues. Whether this is gathering evidence for a client audit, or simply offering traditional managed services to demonstrate compliance for a given framework.

However, when it comes to guarantees, compliance may not be the area where you make any guarantees. Here’s why.

  • Compliance within the MSPs’ control
  • Customer interference
  • Making guarantees in the first place
Converting Reactive Clients to Proactive

As some economists are predicting a 2023 Q4 recession, making sure your MSP ship is in excellent condition for potentially rough seas is a good thing. What could you be doing to better prepare your MSP practice for difficult times? Converting as many reactive customers to managed services would likely be a great starting point. Here’s some advice on how to do just that!

  • First, why conversion to proactive is necessary
  • Migration strategies
    • Compliance
    • Security/privacy
    • It’s the only choice!
  • Get creative
    • Offer incentives
    • Sunset your reactive practice
Should MSPs get Involved with Customer Policies

This topic was discussed at the last MSPAlliance Inspire meeting and the debate was interesting. What was unanimously agreed upon was there is a role for the MSP to play in compliance with their customers. What was in dispute was whether working on client policies was something an MSP ought to do.

  • MSP influence customer compliance all the time
  • MSPs compliance roles
  • Compliance can involve controls and policies, or both

Ep 253 Transcript

Can MSPs guarantee compliance?  


How to convert reactive to proactive customers?  


And should MSPs get involved with customer policies? 


Coming up next. You are entering the MSP Zone, 


a podcast for the managed services community covering news, 


analysis, and interviews from around the globe. 


Elevate your MSP game by staying in the MSP Zone. 


And now your host, Charles Weaver. 


What’s up, folks? 


Jam-packed episode this week. 


Going to talk about this kind 


of issue of compliance guarantees. 


Interesting article we saw, we’ll be reading about 


that and discussing that and something kind 


of quasi touching on the economy. 


But it’s a good bit of advice, I think, 


on how to convert or how to approach having 


a conversation to convert those kind of reactive customers 


that a lot of MSPs have and turn them 


into proactive managed services customers. 


And then finally we’re going to talk about the 


issue of compliance policies or customer organizational policies and 


should MSPs kind of get involved in that? 


If you’re thinking about a compliance as 


a service offering, maybe you’re already doing 


it not under a CAAS offering, but 


you’re just doing it as professional services. 


A lot of MSPs have kind of mixed opinions on 


whether or not they should delve into the issue of 


dealing with a customer and their policies or whether they 


should deal with other things like their controls. 


And we’ll break down both and give you 


some tips on how to approach that. 


So, diving right in, the first 


topic today – Can MSPs guarantee compliance? 


Again, minding my own business, an email 


comes in and lo and behold, the 


quote is “Benefits of a managed IT 


service for proactive, monitoring, maintenance, and support.” 


So I figure, all right, I’ve seen a 


million of these things over the years. 


It’s a generic kind of a puff piece 


on why you should use an MSP. 


I’m not opposed to that. 


I see it a lot more these days. 


So I read them and I’m just curious, how do 


people phrase the latest trends and how do they put 


a spin on why to use an MSP? 


And just hoping to get some feedback and 


some arguments that maybe we’re not familiar with. 


And again, most of it is 


like really common sense stuff. 


It doesn’t raise any eyebrows. 


It’s fairly plain, it doesn’t mean it’s bad. 


These are concepts that have been around for 


decades and so they’re not really new to 


us and to people who follow managed services 


for any appreciable amount of time. 


I read it and check, yeah, 


proactive monitoring, yeah, that’s good. 


Regular maintenance, yeah, that’s really good. 


Immediate support, sure, no-brainers. 


Reduced downtime. 


And it gets down to 


the security and compliance section. 


And I’m thinking, okay, well, maybe 


there’ll be something interesting here. 


And I’m reading and it’s talking about the MSP 


being able to do vulnerability assessments and how to 


deliver regular security updates that’s probably patch management or 


antivirus definitions and all those things. 


And I think, okay, that’s really good. 


And then it says something that’s in my 


opinion, just way out there and maybe they 


didn’t mean to say it in this way. 


Maybe they didn’t understand what this phrasing 


actually means or what its impact is. 


But again, it’s one of those statements 


that you can’t leave it alone. 


It has to be addressed, it has to be corrected. 


That’s what we’re going to do. 


So after saying all that about vulnerability scanning, 


vulnerability assessments, security patches, all legitimate things that 


MSPs do all the time, the next sentence 


goes like this: “The MSP can also guarantee 


that the company’s IT system complies with applicable 


laws and standards such as HIPAA and GDPR.” 


And I think I’m unaware of any MSP 


on the planet who has any type of 


language in their service level agreements, in their 


master service agreements, in their service attachments, on 


their website, on their internal policies. 


Nowhere written down or uttered by any member of an 


MSP team have I ever seen or heard someone talking 


about guaranteed compliance as an outcome of using an MSP. 


Now, some of you may be saying, “Hey Charlie, why 


do you have to get in the middle of this? 


And why do you have to kind of make 


it sound like MSPs aren’t doing a good job?” 


That’s not what I’m saying. 


That’s not what I’m saying at all. 


I’m saying quite the opposite. 


I’m saying MSPs do tremendous work when 


it comes to the issue of compliance 


and have been for many, many years. 


I’m saying that I just said it. 


What I’m not saying is that MSPs should or 


do in fact guarantee compliance outcomes, which this article 


– and granted, it’s written in an Australian – 


it’s in an Australian website, but why they’re talking about HIPAA 


and GDPR is kind of a weird thing. 


So, maybe they copied the content from someplace else. 


Anyway, it’s a little bit odd. 


But the point is that any reader, any customer 


reading this or if I was a startup MSP, 


I just began my practice, there’s a lot of 


you out there listening to this podcast or reading 


our material and you want to know, “Should we 


be guaranteeing compliance with applicable laws and standards?” 




The answer is emphatically no. 


It should be nowhere found in any of 


your agreements, which is arguably the most important 


place that you would talk about compliance and 


talk about security and deliverables. 


It shouldn’t be in your marketing literature. 


It shouldn’t be something that your sales 


or marketing teams are saying, thinking, it 


shouldn’t even enter their minds to talk 


about guaranteeing compliance because it’s just impossible. 


“Why is it impossible?” you may be asking. 


It’s impossible because the MSP, even the MSP, that is 


the entire IT department for a company, still does not 


have complete control, nor can they be delegated control. 


Power can’t be delegated to the MSP 


so that the MSP is completely in control 


of compliance related decisions for that company. 


They’re always going to be outsourced. 


The MSP is always going to be 


a party, a strategic party, a trusted 


advisor, but an external party nonetheless. 


And getting into the situation of guaranteeing outcomes, 


guaranteeing to a customer that says something like, 


“Could you help us become HIPAA compliant? 


Can you help us become GDPR compliant?” 


An MSP ought to say comfortably, if 


they can do this, sure we can. 


And if the customer ever said something as 


a follow up like, “Could you guarantee that?” 


I would hope most MSPs would say, “Well 


no, I can’t guarantee that because you ultimately 


are the one responsible for any compliance of 


your company with a given framework.” 


Now, what we can do is our part. 


We can say, okay, if GDPR or HIPAA, for example, 


are the two implicated frameworks, then the MSP, if they’re 


knowledgeable about those frameworks, ought to be able to pull 


up their controls, the customer controls that they influence, they 


the MSP, and be able to document what exactly they 


do and what they don’t do. 


And if you have things like an MSP Verify report or 


a SoC Two report, you would be able to do exactly 


that and be able to tell a customer, this is where 


we start and where we end, and where you, the customer, 


need to act on your own and make decisions and take 


responsibility for your company’s own compliance. 


Because there’s actually quite a bit of policy work. 


We’ll talk about that in the last segment. 


There’s a lot of decisions that the customer can 


only make that the MSP can advise, can encourage, 


can really plead with the customer, “Hey, I think 


you ought to be doing something, backing up data, 


turning on the MFA, things like that.” 


But if the customer says, “I don’t want 


to, but I’d still like you to guarantee 


my compliance to any given framework.” – You could 


see where that becomes a really sticky situation. 


Hence why nobody, nobody – particularly, I would hope any 


of your legal representatives who are reviewing your contracts 


and things like that should be coming even close 


to offering or stating compliance guarantees. 


They’re impractical, they’re impossible, 


and they’re misleading. 


And I don’t know of any MSP 


that, again, says those types of things. 


And it would be a bad thing for any reader to 


come across this article and to say, “Oh, I should expect 


compliance guarantees from my MSP because this article says that this 


is one of the benefits of using an MSP.” 



We’ve talked a lot over the years about this 


idea of the customer offloading risk to the MSP, 


and this is a great example of that. 


This is a great example of a mistake. 


This is not a practice. 


This is not a best practice, but this 


is not even a practice in the managed 


services community, nor should it ever be. 


And this ought to be corrected. 


There’s no name of the author in this. 


And if there was someone should write them 


and say, “Hey, look, you ought to correct 


this article because it just doesn’t convey what 


is reality in the MSP global channel.” 


So again, a lot of the stuff we, 


we talked about, folks. You may be saying, 


“Jeez, this is stuff we already know.” 


If it’s stuff that you already know, 


number one, I’m really glad, I’m happy. 


But if you don’t know about it, now you do. 


And whether you did or didn’t know about it before, 


now you know what is being talked about and written 


about your profession and what is being communicated to your 


potential customers or maybe your existing customers. 


And that’s why we bring these types of things up. 


We don’t bring them up to call 


negative attention to the MSP sector. 


Because again, I don’t think this is something 


that I see a lot of MSPs doing. 


I haven’t seen any MSPs 


offer these types of guarantees. 


But you should be aware of it. 


You should be having these types of conversations 


because they are very much – they’re tied at 


the hip, these conversations with the concept and 


the topic of risk, risk apportionment, risk sharing 


between MSP and customer and vendor. 


We’ve been through that so many times. 


I’m just telling you this is 


a good practical example of that. 


Be aware of it. 


Go check out the article. 


If someone could find out who wrote it, maybe tell 


them, “Hey, you should probably clean up that last section.” 


Okay, moving on. 


Converting reactive to proactive customers. 


Very popular topic 20 years ago. 


I think it still is today because there’s still 


too many reactive customers being served by legitimate MSPs. 


And in my opinion, that is a symptom not 


of bad MSP’ing, but that’s a symptom of too 


many customers just not taking their responsibility of internal 


risk, internal compliance, and internal security, 


IT security, seriously. 


That’s a bold statement, some of you 


may say, but I stand by it. 


Now, there are many reasons, right, going back 


20 plus years, there are many strategies about 


how to convert them, why to convert them. 


And most of the early on strategies were 


all about, hey, it’s a lot easier. 


Turn the maintenance and the grunt 


work over to the MSP. 


Let us do it so you can focus on what’s core to you. 


I think we’ve done that to 


death and people know about that. Today. 


We’re in a very different cycle of rationale and 


motive for why you would want to employ an 


MSP, in my opinion, in the MSP’s favor, a 


lot more serious types of topics. 


I’m going to give you one good example that’s relevant 


right now that I think is something that any company 


that you represent as an MSP can understand. 


Whether they’re for profit, not 


for profit, doesn’t matter. 


This should work. 


And that’s related to the economy and finances and 


making a fiscal monetary decision to employ a managed 


services provider in a true managed services fashion, not 


just, “Hey, I work with an MSP, but I 


only use them for break-fix work.” 


That’s not really taking the 


benefit of managed services. 


But here’s one of the chief reasons this year. 


I think this could be a very compelling 


rationale and a time frame to make that 


conversion and have that kind of strategy discussion 


with these types of reactive customers. 


Just this week, we saw some new – this is US economic data – 


Inflation seems to be softening a 


little bit in certain segments. 


In others, it’s still quite high. 


It’s too high across the board, but it seems to be 


softening in certain segments of the market, which is good. 


Unemployment claims in the US again, are up, which is not good. 


And so, all of these things, not to get too much 


into the economics of it, but basically indicates a soft landing. 


If you heard about the soft versus hard 


landing of a recessionary cycle or a deflationary 


cycle, that’s what we’re talking about. 


They’re talking about how if we had a hot 


market before and it led to hyperinflation, it led 


to very cheap money, which we had before because 


they were printing it all over the place. 


And now we’re easing back on the stick and 


the money supply is shrinking up and unemployment is 


going up and inflation is coming back down. 


Those are the things that the US fed are trying to do. 


But it’s going to involve a little bit 


of pain, a little bit of rugburn. 


If you know that, if you’re prepared for that… 


And just this week, some economists have been 


saying, I think we’re looking at a recession 


in Q4, fourth quarter of 2023. 


Again, I’m not saying they’re right or wrong. 


I’m just saying that’s what is being reported 


and hypothesized by some economists out there. 


If you reasonably believe that that’s a 


possibility, why wouldn’t you have a conversation 


today with your customers, particularly those who 


are in a reactive relationship with you? 


But this definitely applies to proactive managed services 


customers as well, but for the reactive ones, 


have a conversation today about what you think 


is happening in the economy. 


Maybe see if they have opinions on the recession. 


If they think that a recession in the 


fourth quarter of this year is likely, start 


by talking these things through with them. 


And then start to have the conversation about what 


is that going to do to your IT? 


Your IT availability. 


What’s it going to do to your security, what’s it going 


to do to your ability to fend off a cyber-attack? 


Remember, the bad people do not discriminate 


against good economic or bad economic times. 


They will strike whenever it is opportune for them. 


So don’t hinge your thoughts on, 


hey, well, it’s a recession. 


I’m not going to get hit because 


it’s a recession by a cyberattack. 


That’s not true at all. 


Have those conversations. 


Talk to your customers and say, look, the 


way we interact now MSP to customer is 


not in a managed services fashion. 


And if we go into a recession, I can’t guarantee 


that I’m going to have bandwidth to be able to 


spend on a customer like you because there’s no predictability. 


We don’t have that relationship. 


You call me when you have a problem and 


I bill you for the work that I do. 


I’m just role playing here. 


This is what I might say to a reactive customer, 


but I have a lot of other customers who are 


managed services customers of ours and whether they are going 


through difficult economic times or not, they have a couple 


of things which I think you would greatly value. 


They have predictability, they know what their 


It management costs are going to be. 


They can predict it, they can budget for it. 


And that is a real relief for a lot 


of business owners and financial directors and managers if 


they want to predict what is going to happen 


through some potentially turbulent economic times. 


Number two, they can also predict or have a 


fair degree of certainty about what type of It 


performance they’re going to get from that budgeted amount. 




Remember, this is not just 


about the financial economics. 


It’s also about the outcome of less bumpy, 


again, we’re not talking about guarantees here, 


we’re talking about less bumpy IT performance. 


No zigzags up and down – on spending – but certainly 


less zigzag up and down, erratic behavior in terms 


of performance and availability of these IT assets. 


I know a lot of MSPs who have this really dialed in. 


If hardware fails, they’ve got replacement hardware ready 


to go depending on how available that asset 


needs to be for that customer. 


And so you can have these 


conversations and there’s many others, right? 


It’s not just economic or It performance. 


I think cyber, I think security, I think 


data privacy risk in general is an incredibly 


powerful seller and selling point today. 


And if that didn’t do it, you could always rely 


back to – look, there’s going to be a time 


maybe in the near future, maybe not 


this year, maybe not next year. 


Maybe it will. 


Where you say to a reactive customer, “I’m not going 


to be able to service you because I’m going to 


be busy taking care of all my managed services customers. 


And I would like you to be in that 


group because I think, honestly, you’re going to be 


safer and you’re going to like it. 


You’re going to be better prepared for what is 


coming and you’re going to be better able to 


predict your budget and allocate your resources accordingly. 


But if you don’t want to do that, that’s fine. 


But we at some point are going 


to have a parting of ways.” 


Now, you all have very different relationships 


and different types of communication with your 


customers depending on the customer. 


I appreciate that. 


But a potential pending recession in fourth quarter of 


this year gives you plenty of opportunity to start 


having conversations where you could really do yourself as 


an MSP practitioner and your customer, particularly those reactive 


customers, do them a lot of favor and a 


lot of good by having these conversations now. 


And help them prepare. 


Help them get onto a managed services plan. 


Help them streamline and normalize their IT budget, 


streamline their IT performance and availability, 


help improve security across the board. 


Hopefully, you’re doing that as well. 


And it’s just a good conversation and it should 


be a no brainer conclusion and decision. 


Now, it’s not going to be for everybody and maybe having 


these conversations is good for one thing only, which is 


you figure out who those people are in your customer 


base who really don’t care about IT, 


IT performance, IT availability and maybe, just maybe, the 


reason why they don’t care about it is because 


they think all the risk is on your shoulders. 


Wouldn’t be the first time we 


heard that argument, would we? 


Give it a try. 


I think you might be surprised at how easy it can work. 


Lastly, at the Inspire – the MSP Alliance Inspire Meeting, 


we had a rather spirited conversation – debate. 


It’s not a debate, it was a good 


conversation amongst the MSPs who were talking about 


Compliance as a Service and they were talking 


specifically about the issue of customer policies and 


whether MSPs ought to or ought not to 


get involved in consulting around customer policies. 


And it got me thinking and I wanted to 


express some of the opinions that were shared and 


offer some of my own opinions so you can 


make hopefully a well informed decision on your own. 


Number one. 


And I think this is true with certainly the 


Inspire group, but it’s also true with most of 


the MSPs that I talk to who are of 


a medium-level maturity or higher, which is to 


say MSPs influence customer compliance all the time. 


And they have for many years, for decades now, you may 


not have had a Compliance as a Service offering, but most 


MSPs, if you really probe and they are really honest and 


open about it, they would admit that they have a very 


big impact on the compliance of their customers. 


It could manifest itself in a lot of different ways. 


MSPs in the banking sector who have to 


respond to bank customer examinations from the FFIEC 


would be a great example of that type 


of direct compliance impact or relationship. 


It’s more indirect but the point is that 


it’s very much there, that connection exists. 


Without the MSP that bank can’t progress and 


meet its compliance obligations to the federal government 


and that’s why the MSPs frequently get involved 


in talking directly to the bank examiners and 


answering questions related to firewalls and IT security 


and data handling and things like that. 


It’s a great example, been 


happening for many, many years. 


I think it proves my point. 


MSPs and compliance, it’s long existed in our sector. 


The trend happening now is whether MSPs ought to 


go a step further and deliver a service offering. 


I’ll call that Compliance as a Service to customers 


who have, let’s say, more pressing, more involved needs 


around compliance than they may have had previously. 


What does that look like? 


Well, certainly helping your bank customer go through 


a banking examination and audit from the federal 


examiners would be a really good thing. 


But let’s take the example of we’ve 


talked about this in the past, filling 


out customer cyber insurance questionnaires. 


We’ve talked about that a lot. 


I think you guys may remember. I know a few 


MSPs who actually charge money because the customer says, 


“Hey, I’ve got this 15-page questionnaire from my cyber insurance 


guy and he wants me to fill it out. 


I have no idea what this stuff means. 


Can you do it? 


Some of you say, yeah, I’ll do it. 


And you spend all weekend filling 


out a 15-page questionnaire. 


That doesn’t really make a lot of sense, but you’re the 


only one that can answer it because it’s a bunch of 


tech questions and you do it for free and you just 


consider it part of your managed services relationship. 


It’s goodwill to the customer. 


All right, I get that. 


Others say, “Sure, I can fill out 


that 15-page form for you! 


Here’s the fee we’ll charge. 


Based off of our professional services arrangement, 


it’ll cost this much per hour. 


We estimate that it’ll probably take us about three 


to 4 hours to gather all the information because 


it is 15 pages, it’s quite lengthy and we 


can do all the stuff for you. Absolutely.” 


And a lot of customers are willing 


to pay that because they have no 


idea and it’s a legitimate valuable service. 


Now, in point of fact, and the argument 


for developing a compliance offering to your customers, 


again, using as an example that cyber insurance 


questionnaire, if the customer had an internal compliance 


manager or director capable of doing this, that’s 


what they would be doing, among other things. 


But a lot of small and medium sized 


businesses, they don’t, even large organizations, they don’t 


have a compliance person, much less a team. 


And so they don’t have these types of resources to be 


able to say, “Hey, go get Frank over in compliance and 


make him complete that 15-page questionnaire we just got.” 


They don’t have someone who could do that. 


So, they turn to the next best thing, 


which is their trusted advisor, their MSP. 


I think you ought to charge for it. 


If you’re good at it, you ought to charge for it. 


And especially if you have the ability to understand 


how you interact and influence your customers compliance. 


Again, stuff we’ve talked about and stuff that I’m 


trying to bring up over and over again to 


try to get you guys to start thinking about 


this because it’s the wave of the future. 


But stopping at the example of filling 


out a customer cyber insurance questionnaire form. 


And going beyond that to, let’s say, the hypothetical, I’m 


a customer and I go to my MSP and I 


say, “Hey MSP, could you help me, oh, I don’t 


know, write an information security policy? That’s a little bit 


different than answering an insurance form, right? 


You could see why. 


And that’s why the Inspire members in Boston 


last week had such a spirited conversation about 


this because some of them were saying, “Well, 


this is really not good, right? 


I mean, for risk’s sake alone, we 


don’t want to be responsible for writing 


a customer’s information security policy.” 


And then another MSP said, “Well, that’s 


very true, but what about just advising 


them on what it might look like? 


Or giving them – going to the SANS Institute and 


getting one of those – their information security templates and 


giving it to the customer and saying, “Here you 


go, fill it out, and then we’ll tell you 


what we think about it.” 


Somewhere in there, and I admit that’s a very big 


chasm or a very big kind of latitude that you 


could take somewhere in there is a sweet spot of 


something that would make you comfortable from a risk standpoint, 


but that would be very valuable to your customer. 


Now, I get not wanting to take 


complete ownership of developing a customer’s information 


security policy for the reasons that I’ve 


said on the record many, many times. 


There are certain things that can’t be delegated 


to an MSP, and in my opinion, developing 


and writing an entire information security policy or 


something similar, another similar policy, eventually the customer 


has to own it. 


The customer, even if the MSP wrote it 


word for word, handed the customer 


that infosec policy. “Here you go.” 


The customer at some point has to read it, 


accept it, and take ownership and responsibility for that 


information security policy becoming practice and policy within their 


organization. That can’t be pushed off on the MSP. 


Now, the MSP can help the customer comply with that 


or meet what happens in that information security policy. 


And a great example might be if your Infosec policy 


talks about, let’s say, backing up data and the MSP 


is actually offering backup as a service, you could understand 


why that would be really natural for the MSP to 


say, “Look, we backup your data, so we think that 


you ought to have backup as a service backup in 


your information security policy. 


And we can help you talk about exactly 


what we do for you to document that.” 


That very natural, very synergistic. 


Hopefully that makes sense. 


But again, you have to be comfortable. 


You have to have a certain amount of knowledge 


about where your authority starts and where it ends. 


Go back to the first comment. 


The MSPs influence customer compliance all the time 


today and for many, many decades past. 


You just may not be aware of it. 


And so whether you’re going to get 


involved in compliance policies for your customers 


or not, or at what level. 


It’s something that you may want 


to start to think about. 


And I’m not trying to force one 


way or the other on you. 


What I am trying to say is all MSPs 


should have a very good understanding of the compliance 


situation within their customers environment, at least to the 


extent that the MSP influences that particular area. 


Again, my example was backup as a service. 


If the MSP does that and that alone, then the 


MSP is eminently qualified to talk about the role of 


backup in that organization and to help document controls. 


It might be frequency. 


How often is the data backed up? 


Where is it backed up? Is it encrypted? 


Is it encrypted at rest? 


Or is it encrypted in transit? 


Is it replicated? 


Is it air gapped? 


Is the restoration tested periodically to see 


that the backup sets are really good? 


All those things factor into that 


one little element called backup. 


But it can go on and on. 


It can go into many, many other areas. 


And I’ve just talked about 


the information security policy. 


There are many other types of policies 


that might be relevant, might be impactful 


to a customer that involve an MSP. 


Now, again, if you don’t want to cross that line and 


get too close to the customer because maybe they’re a little 


bit reckless, maybe I get that type of thing. 


Especially if maybe they’re on the more reactive side. 


Compliance for a reactive customer 


would probably be really dangerous. 


And maybe that’s what some of the folks 


at Inspire in Boston were talking about. 


Maybe you shouldn’t be involved in Compliance as a 


Service at all with any reactive customer, because how 


would you, how would you in any way seriously 


be able to play a positive role when you’re 


just being a reactive agent waiting for that next 


disaster to happen from the customer? 


So at the very least, I think MSPs ought to 


be familiar with the controls, familiar with the frameworks that 


are impacting their MSP customer and generally be aware of 


the types of policies that you might want to have 


within that type of organization and be at least willing 


to have a conversation with the customer. 


Even if you’re not advising them, you 


should at least be aware of it. 


Being aware of it will help you in one critical area. 


At least you have something to say in 


the conversation and you can participate in the 


conversation compared to saying, “Gee, I have no 


idea what you ought to write in there.” 


The next call from your customer 


is to someone else who will. 


Food for thought. 


Thanks for listening. 


If you enjoyed today’s episode, please give us a like. 


Make sure you are subscribed to the podcast so 


you will get notified when future episodes are released. 


We will see you next time in the MSP Zone. 



Tags : compliance,proactive IT management,reactive IT

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