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SMB Community Podcast: Business Advice for Small MSP Owners

SMB Community Podcast: Business Advice for Small MSP Owners

Di: Dave Sobel Amy Babinchak Small Biz Thoughts James Kernan
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A proposito di questo titolo
 Running a small MSP means being the CEO, the sales team, the HR department, and the escalation tech — usually in the same afternoon. The SMB Community Podcast is where MSP owners get straight answers on the business side of running an MSP. Every week, Amy Babinchak, and James Kernan — MSP owners and advisors from the Small Biz Thoughts community — take on the questions small MSP owners actually ask: How should I price? When do I hire? Should I give a proposal at the first meeting? What is my MSP worth? No vendor pitches and no theory — practical advice from people who have run, grown, and sold IT businesses. What this MSP podcast covers: • MSP sales and client growth — the MSP sales process, proposals, price objections, referrals, local marketing, and choosing a CRM • MSP pricing and agreements — MSP pricing models, single plan vs. tiers, price increases, managed service contracts, margins, and cash flow • Leading an MSP team — MSP hiring, tech compensation and commissions, accountability, culture, and EOS for small MSPs • MSP operations — processes, KPIs, documentation, your MSP stack, and the Microsoft Partner Program • Selling your MSP — MSP valuation, exit planning, private equity, and building a business that runs without you • AI for small MSPs — selling AI services, AI governance for clients, shadow IT, and what AI does to per-seat pricing Questions we answer: • How should a small MSP price its services — one plan or several? • When can an MSP owner afford the next hire, and how should you pay techs? • How do you raise prices without losing clients? • What makes an MSP worth more when it's time to sell? • How can a small MSP make money from AI? Whether you're starting an MSP, running a two-person shop, or building toward an exit, this is the show for the MSP owner-operator. The SMB Community Podcast is part of Small Biz Thoughts and produced by MSP Radio. More resources for MSP owners at smallbizthoughts.com.MSP Radio Economia Gestione e leadership Leadership Management
Episodi
  • Should Small MSPs Build a Budget or Just Wing It for 2027?

    Should Small MSPs Build a Budget or Just Wing It for 2027?
    Nov 5 2026

    The conversation focused on emerging vulnerabilities and operational challenges tied to artificial intelligence (AI) and cybersecurity, with the Binance hack—resulting in a reported $6.4 billion loss—presented as the episode’s most consequential event. Binance leadership stated that users would not incur losses, as the company intends to recover the stolen funds from its own reserves. This incident draws attention to the scale of risk even large organizations face and underscores new attack vectors enabled by AI-powered threat actors.

    A key theme that emerged was the evolving nature of attacks due to AI’s capacity to chain vulnerabilities together in innovative ways, outpacing human defenders. The discussion explored how these developments can render traditional patching strategies insufficient, especially for small and midsize businesses (SMBs) that lack the financial resilience of enterprises such as Binance. Small businesses, according to the discussion, are now viable mass targets because AI can automate exploitation processes, allowing attackers to monetize each breach efficiently.

    Several points were raised, including the strategic shift by platforms like Reddit to restrict open content access in response to both search market changes and AI-driven data aggregation, as well as the first instance of an employee in the United States—citing humanism as a recognized religion—receiving a religious exemption from mandatory AI use at work. Additionally, the conversation highlighted Anthropic’s $100 million investment to train 10,000 engineers at select Fortune 100 companies, a development that may influence competitive landscapes for MSPs and IT service providers.

    The discussion emphasized the need for MSPs and IT service providers to formalize budgeting and planning for 2027, invest in structured AI training for staff, and address evolving risks, particularly those introduced by custom AI tools and emerging social engineering vectors. Establishing clear policies, conducting risk assessments, and mandating continuous skills development were identified as necessary steps for organizations seeking to maintain operational resilience and reduce harm in an increasingly complex digital environment.

    Preparing for 2027: AI, Security, and the MSP Landscape

    1. Show Rundown & Banter
      • Preparing for 2027: business planning, AI, and cybersecurity.
    2. Question of the Week: What Should I Be Doing to Prepare for 2027?
      • Set goals, create a budget, and start planning for the year ahead.
    3. Topic: Reddit Goes Into Self-Preservation Mode
      • Reddit introduces login requirements and optional Incognito mode as it responds to declining search revenue and AI's use of its content. What does this mean for the open internet?
    4. Topic: Binance Suffers a Record-Breaking Breach
      • A reported $6.4 billion loss raises serious questions about crypto security and whether AI-powered vulnerability discovery could make future attacks more dangerous.

    5. Topic: Religious Exemption From AI Use at Work

      • A University of Kentucky professor receives an exemption from workplace AI use based on Humanist beliefs and the importance of human presence and personal responsibility.

      https://oeo.uky.edu/

    6. Topic: Anthropic Invests $100 Million in AI Training
      • Anthropic plans to train 10,000 engineers at Fortune 100 companies to help them identify and develop AI opportunities. How can MSPs keep up?
    7. Tales from the Field: A Hack Attempted Through ChatGPT
      • A malicious custom GPT displayed a fake OpenAI security warning and verification link. What happened, and how can organizations protect themselves?

    About the SMB Community Podcast: Weekly business advice for small MSP owners from Amy Babinchak and James Kernan of the Small Biz Thoughts community — MSP sales, MSP pricing and agreements, hiring and leading an MSP team, MSP operations, selling your MSP, and AI for small MSPs. Produced by MSP Radio. More for MSP owners at smallbizthoughts.com.

    SMB Community Podcast is supported by our partners:

    Oveka

    Supporting the IT services community through insights, analysis, and transparency.


    Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.
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    23 min
  • Should MSP Agreements Stop Ex-Employees From Taking Clients?

    Should MSP Agreements Stop Ex-Employees From Taking Clients?
    Oct 29 2026
    Employee departures and the risk of client solicitation by ex-staff emerged as the episode’s principal issue. Multiple instances were described where former employees attempted to take clients with them, resulting in legal disputes and operational stress for MSPs. To mitigate this risk, contractual safeguards such as non-disclosure and non-solicitation clauses in employment agreements were identified as standard practices. The discussion emphasized the limitations of these measures, especially in right-to-work states like California and Michigan, where prohibiting employees from earning a living is not permitted, but protecting trade secrets and customer relationships remains crucial.Further supporting commentary outlined approaches to both prevention and response. Hiring staff aligned with core business values was highlighted as a first line of defense, acknowledging that even well-selected employees may at times violate trust. Emphasis was also placed on maintaining strong client relationships, as clients themselves may resist overtures from ex-employees and alert the business to solicitation attempts. The balance between proactive oversight and acceptance of limited risk was positioned as a key operational consideration, with practical actions centered on the clarity of employment agreements and ongoing relationship management.Additional segments addressed opportunities for increasing monthly recurring revenue (MRR) and the growing prominence of AI and related security and governance issues. Strategies for broadening MRR included packaging not only core IT support but also ancillary services such as printer management, mobile device support, and surveillance system maintenance. The conversation also covered the rising importance of including AI usage clauses in NDAs, particularly for M&A transactions where confidential business data might be shared with AI platforms. Concerns were raised about the exposure of proprietary information if uploaded to external AI providers and the need for specific contractual language to address this risk.For MSPs, the key takeaways center on operational risk containment, the necessity for disciplined employment and client contracts, and governance practices attuned to both human resource management and technology adoption. Service providers are urged to strengthen their policies and agreements to protect confidential information and client relationships, remain vigilant regarding the transfer or misuse of business data—especially in digital and AI-driven environments—and consider the broader implications of their vendor and partnership decisions during organizational transitions or M&A activity.Protecting Your MSP from Ex-Employees and Growing MRRShow Rundown & Banter: Protecting clients and employees from poaching, growing MRR, AI security concerns, and AI in M&A.Question of the Week: Have Ex-Employees Ever Stolen Clients or Staff?Use non-solicitation agreements, employee contracts, and signed handbook acknowledgments to protect your business.Topic: Growing MRR Beyond Core ServicesExplore VOICE, CYBER, MDM, and BACKUP. Reinvent Telecom is one voice partner to consider.Something New: Mac Introduces TouchscreenApple explores touchscreen functionality. Is it useful, or is it a feature other platforms have had for years?Topic: AI Security and ConsciousnessDiscuss concerns around Claude, AI consciousness, and Anthropic’s conversations with religious leaders.https://youtu.be/TBLHdXABwAg?si=upyYBVLm7Set5YXeTopic: AI Clauses in M&A NDAsA seller’s NDA prohibits uploading confidential financial documents to free AI chatbots that may train on user inputs.Tales from the Field: Selling Your MSP to an Inexperienced VC GroupWhat can go wrong when selling to investors without MSP experience?Wrap & Upcoming EventsMastermind LIVE Tampa, December 3–4, 2026.https://kernanconsulting-mastermind.mykajabi.com/mastermind-event About the SMB Community Podcast: Weekly business advice for small MSP owners from Amy Babinchak and James Kernan of the Small Biz Thoughts community — MSP sales, MSP pricing and agreements, hiring and leading an MSP team, MSP operations, selling your MSP, and AI for small MSPs. Produced by MSP Radio. More for MSP owners at smallbizthoughts.com.SMB Community Podcast is supported by our partners:OvekaSupporting the IT services community through insights, analysis, and transparency. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.
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    24 min
  • Should Your MSP Take the Fall If AI Leads to Malware? | MSP agreements

    Should Your MSP Take the Fall If AI Leads to Malware? | MSP agreements
    Oct 22 2026
    A significant development highlighted is the recent compromise involving ConnectWise Backup, which originated from ConnectWise’s acquisition of SkyKick. The breach stemmed from the compromise of OAuth app credentials within Microsoft 365 tenants, enabling attackers to access and elevate permissions, primarily targeting MSP tenants. The full method of credential compromise has not been disclosed. However, the presence of lingering OAuth permissions is posited as an ongoing risk vector.Further details presented by Amy Babinchak specify that attackers targeted a few hundred MSP tenants, seeking to elevate Exchange permissions and control additional ConnectWise-related OAuth apps. It is emphasized that deactivating an unused app is insufficient, as historic use of SkyKick over the past decade could still leave MSPs exposed. A recommended response is a comprehensive review of OAuth permissions, referencing guidance from Guardz, which outlines multiple mitigation steps for MSPs to follow, regardless of current product usage.Other topics addressed include evolving responsibilities when artificial intelligence (AI) tools direct users to malicious destinations. MSPs were advised to maintain protective controls and thorough documentation, as operational accountability typically resides with the MSP, especially when security layers like EDR effectively prevent incidents. Additional coverage centers on Anthropic’s creation of a public benefit corporation, MapQuest’s feature updates including surveillance detection, and Pax8’s announcement of AI agent solutions that MSPs may resell to clients.The practical implications for MSPs and IT decision-makers center on maintaining vigilance over third-party integrations and long-lived permissions, enforcing clear lines of communication with clients and vendors, and proactively documenting risk mitigation efforts. Vendor management and operational transparency, especially regarding software vendor issues or AI-related incidents, are underscored as essential practices for reducing harm and preserving client trust.Whose Responsibility Is It When AI Sends a User to a Malware Site?Show Rundown & Banter: AI security, the ConnectWise incident, MapQuest, Anthropic, and Pax8.Something Fun: Michelangelus FontMicrosoft’s project preserving Michelangelo’s work inspired a new font for Word.https://www.microsoft.com/en-us/download/details.aspx?id=108856Question of the Week: Who’s Responsible When AI Directs Users to Malware?A user followed ChatGPT’s instructions to a fake verification site. EDR caught the threat. Where does the MSP’s responsibility begin and end?ConnectWise Backup IncidentAttackers exploited application credentials and excessive permissions, affecting a targeted group of MSPs.https://app.notion.com/p/Connectwise-Backup-Incident-3f98e07a4534804c9181e7c8c603dde3?pvs=21MapQuest’s ComebackMapQuest adds surveillance-camera alerts to its maps.https://app.notion.com/p/MapQuest-surveillance-notices-3e88e07a453480f38df1d2fb15eeb486?pvs=21Anthropic’s Public Benefit CorporationA new structure aims to direct company equity toward a public-benefit mission.https://app.notion.com/p/Anthropic-public-benefit-LLC-3fe8e07a453480f0834fd414d8e470f9?pvs=21Pax8’s AI Revenue OpportunityMSPs can manage AI agents, control usage, and set their own pricing.https://app.notion.com/p/PAX-8-AI-money-making-opportunity-3fe8e07a45348022b281d63cd11355df?pvs=21Tales from the Field: The Ungrateful Client?An MSP worked nights and weekends to recover from a software update failure, only to be fired by the client. About the SMB Community Podcast: Weekly business advice for small MSP owners from Amy Babinchak and James Kernan of the Small Biz Thoughts community — MSP sales, MSP pricing and agreements, hiring and leading an MSP team, MSP operations, selling your MSP, and AI for small MSPs. Produced by MSP Radio. More for MSP owners at smallbizthoughts.com. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.
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    25 min
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