Most MSPs delay hiring a dispatcher because they believe it will slow response times or distance clients from technical help. In reality, the lack of dispatch is one of the biggest reasons MSPs struggle with inconsistent service, forgotten tickets, poor utilization, and burned-out technicians.

In this episode of the BMK Vision Podcast, Josh Peterson breaks down why dispatch is not administrative overhead—it’s the control system that protects client experience and operational health. Drawing on nearly two decades of experience working with thousands of MSPs, Josh explains why technicians should not be responsible for prioritization, follow-ups, or workload decisions, and how a well-designed dispatch model changes everything.

• Why dispatch is widely misunderstood in MSPs

• The hidden cost of technician self-dispatch

• How dispatch eliminates forgotten tickets and aging backlogs

• The three things every dispatcher must own: tickets, time, and the day

• Why utilization fails without centralized control

• When to hire your first dispatcher (even as a small MSP)

• Priority-based vs centralized dispatch models

Josh Peterson is the CEO of Bering McKinley and host of the BMK Vision Podcast. He helps MSP owners bring structure to chaos through operational clarity, financial discipline, and scalable leadership systems.

YouTube (Video Podcast):

https://www.youtube.com/@beringmckinleyvision?sub_confirmation=1

Learn More About the Vision Platform:

https://beringmckinley.com/vision

Apply to Be a Guest:

https://beringmckinley.com/blog#speaker-form

In #75 of From the Trenches on the BMK Vision Podcast, Josh Peterson talks with Jocelyn Gorman (President, DSI) about building an MSP inside a copier-dealer ecosystem—and why the real advantage isn’t the client list, it’s credibility, infrastructure, and a willingness to take smart risks.

They cover the “big contract first” origin story, why large accounts can fund growth without delivering profitability, how sales teams must evolve from generalists to specialists, and how Jocelyn is using Lean Six Sigma + practical AI to reduce admin work and focus the team on higher-value outcomes.

Guest: Jocelyn Gorman (DSI)

Company site: https://www.dsinm.com

Guest LinkedIn: https://www.linkedin.com/in/jocelyn-gorman-09b47422

Explore Vision: https://beringmckinley.com/vision

Apply to be a guest: https://beringmckinley.com/blog#speaker-form

YouTube: https://www.youtube.com/@beringmckinleyvision?sub_confirmation=1

Your MSP business is doing more right than you think—but the industry rarely pauses to say it. In this episode, Josh Peterson is joined by Gary Boyle and Ryan Alter for a “Don’t Be That Guy” conversation that flips the script: why the MSP business model is awesome, why it’s often more resilient (and sellable) than other SMB categories, and what owners must do to protect margin as the market tightens.

They unpack how high retention can quietly create a comfort plateau, why price increases get delayed (even when everyone knows they should happen), and why the only metric that really tells the truth—regardless of MRR, per-seat, or hourly billing—is effective hourly rate. If you want a healthier team, better clients, and a business that can actually fund your life and your future, this one is a mindset reset.

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• Reframing MSPs as a resilient, sellable SMB model

• Working on the business vs in the business (and escaping burnout)

• Why 90%+ retention can cause growth stagnation

• Margin erosion and the annual price-increase discipline

• “Good / Better / Best” client segmentation to create capacity

• CAC: how to calculate it and where MSPs overspend

• Recurring vs project work—and why EHR is the truth

• How pricing affects service quality, talent, and client behavior

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Gary Boyle (LinkedIn): https://www.linkedin.com/in/garyboyle/

Ryan Alter (LinkedIn): https://www.linkedin.com/in/ryan-alter-896a5b11/

Josh Peterson (LinkedIn): https://www.linkedin.com/in/joshdpeterson/

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YouTube (Video Podcast):

https://www.youtube.com/@beringmckinleyvision?sub_confirmation=1

Learn More About the Vision Platform:

https://beringmckinley.com/vision

Apply to Be a Guest:

https://beringmckinley.com/blog#speaker-form