Episode Details

Most of us put huge effort into our tech stack and very little into how our team actually shows up in front of clients. In this conversation with MSP owner, branding coach, and author Lisa Shorr, we talk about why a “solid stack” is not enough if your clients experience you as slow, unresponsive, or robotic. We dig into real stories from the field, including a law firm that fired their IT provider for being “not responsive,” and how simple shifts in communication, presence, and expectations can completely change that story.

We also tackle the AI rush head‑on: how to decide whether a new automation actually strengthens or weakens client relationships, where QBRs and client touchpoints fit into a more automated world, and why empathy, adaptability, and critical thinking are still your unfair advantage. If you’ve ever felt the tension between “being efficient” and “being human,” this one will hit home.

Chapters

• 00:32 Introduction to Money, Marketing, and Growth
• 02:56 The Importance of Human Connection
• 03:23 Navigating AI and Automation
• 05:51 Workshops and Trends in MSPs
• 08:37 Balancing AI and Client Interaction
• 11:09 Building a Framework for AI Implementation
• 18:09 The Role of Empathy in Client Relationships
• 20:55 Success Stories and Client Experiences
• 23:55 Internal Branding and Image
• 30:30 Consistency in Branding
• 35:14 Challenges Faced by MSPs Today
• 41:42 Unleashing Your Brand with Shore Success

=== Guest: Lisa Shorr

• Company: Shorr Success – https://shorrsuccess.com
• LinkedIn: https://www.linkedin.com/in/lisashorr
• Your B.R.A.N.D. Unleashed (book): https://amzn.to/4tqZXOi

=== Companies / Vendors / Products / Books

• Pax8: https://www.pax8.com
• Claude (Anthropic): https://www.anthropic.com
• Microsoft Copilot: https://www.microsoft.com/copilot
• Gamma: https://gamma.app
• The Managed Intelligence Provider Playbook (Pax8 report): https://www.pax8nebula.com/m/47ae41fea05803a4/original/The-Managed-Intelligence-Provider-Playbook.pdf

=== SPONSORS: 

• Livestream Partner, ThreatLocker: https://www.itbusinesspodcast.com/threatlocker
• Technology Partner, NetAlly: https://www.itbusinesspodcast.com/netally/
• Technology Partner: Bvoip: https://www.itbusinesspodcast.com/bvoip
• Travel Partner: TruGrid: https://www.itbusinesspodcast.com/trugrid
• Digital Partner, Designer Ready: http://itbusinesspodcast.com/designerready

=== SHOW MUSIC: 

• Item Title: Upbeat & Fun Sports Rock Logo 
• Item URL: https://elements.envato.com/upbeat-fun-sports-rock-logo-CSR3UET