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Show Notes
Summary
Charles Weaver explains how he would build a managed services practice if he were starting from zero today. He covers the questions to answer before you buy any tools, the three foundational pillars, how to build your tech stack, and how to design a business that can run without you.
Topics and timestamps
- 0:12 Why this advice: a call from someone starting an MSP
- 3:21 Before you buy tools, decide what kind of MSP to build
- 5:40 Who are your customers? Size, vertical, services
- 8:15 Building your ideal customer profile (ICP)
- 9:41 The three foundational pillars
- 10:09 Pillar 1, certification: start with the UCS, an MSP-specific framework
- 13:48 Pillar 2, contracts: use an MSA plus a lighter service agreement, reviewed by an MSP-savvy lawyer
- 17:46 Pillar 3, insurance: understand what your policy actually covers
- 20:31 Choosing technology: start with your service catalog, not "the best RMM"
- 24:16 Avoid overbuying: buy best of breed and nothing else
- 27:13 Standardize your tech stack
- 29:59 Build security into your own practice first
- 32:47 Build around the customer, not the ticket
- 34:33 Price the service, not your labor
- 38:35 Standardize, document, then automate
- 42:32 Build a practice that can run without you for 30 days
- 45:29 Metrics that matter: recurring revenue, customer concentration, margins, retention, onboarding time
- 48:10 Don't try to offer everything
- 48:58 Closing: build an MSP practice, not an IT company
Key takeaways
- Define your ideal customer before choosing tools, vendors or conferences.
- Certification, contracts and insurance are the three pillars. Charles argues you can't scale without all three.
- Don't ask "what's the best RMM?" Decide what services you'll deliver, then ask for tools that fit.
- Buy minimal, best-of-breed tools, and talk to other MSPs who use them.
- Secure your own environment before you open your doors.
- Price services rather than hours, and standardize and document before you automate.
- Track recurring revenue, margins by service, retention and onboarding speed, not how busy the team is.