[119] Why Building a White Glove MSP Leads to Better Client Relationships

In this episode, Richard talks to Raja Pagadala, managing director of London-based MSP The Final Step. It’s one of London's oldest and most well-established IT businesses and a 2022 winner on the MSP 501. Raja is actively sought out by some of the industry's top vendors and businesses to act as an advisor and confidant. This interview was recorded live at ConnectWise IT Nation in Orlando, Florida. They talk about how peer groups help Raja personally and professionally, what’s changed the most since Raja started his business, and his number one piece of advice for today’s MSP owners. Richard also asks Raja to talk more about The Final Step as a business: what a white glove MSP is, the toolkit they use to support their clients, and how they retain those clients for decades. Raja explains why they go deep into client businesses to better support them and why MSPs should think strategically about their own clients. He also tells Richard how the business attracts tech talent and retains them. Richard also asks Raja how he handles having tough conversations as the MD, their four-step methodology for helping clients break their IT bottlenecks, and how to demonstrate your value to clients who’ve forgotten how you help them. Mentioned in This EpisodeHTGCompTIAThe Tech TribeConnectWiseThe IT NationAcronisJim CollinsDattoConKaseyaThe Final Step downloadable ebook: How to break the IT BottleneckBob Burg: The Go-GiverHardin Byars of Innovus Consulting, LLCSimon Sinek: Start With WhyPatrick Lencioni: The Five Dysfunctions of a Team