Luis Giraldo is the Chief Evangelist for Scalepad, a company that offers a collection of applications to help MSPs launch their growth. In the IT space, he is something of an MSP guru.
He has also been an MSP, CEO, SaaS consultant and an active member of the CompTIA peer group. And in this interview, he tells Richard about his journey to his current role and his live podcast show.
An Interview With Luis Giraldo
How ScalePad Help MSPs
ScalePad has a number of fantastic products that solve the intricate daily problems that MSPs have. And that’s at any stage of the journey – many of the problems start-ups have don’t go away.
Automation is always key, says Luis, to claim back time. “So we have products in a range of categories, each serving a different MSP need. That includes warranty lookups, software asset management and infrastructure improvements.
“We’re always looking at ways to better support MSPs. So each product is refined and improved based on feedback. We want to help MSPs have more in-depth conversations with clients to help both of them grow and scale.”
Why ScalePad Attracts a Certain Type of MSP
Luis explains that it’s not always the biggest MSPs that partner with ScalePad. Rather, it’s about the attitude to business and growth that attracts them. They like how ScalePad help MSPs evolve and change.
“So, we want to work with other vendors to educate the industry and drive an increase in maturity. That’s not always easy, because most start-up MSPs are small shops who all make the same mistakes.
“And some of them don’t want to grow too much – lifestyle MSPs. But we also see MSPs who are driven and focused on growth. Those tend to be the businesses we attract as partners.”
Where MSPs Should Start With ScalePad
For new MSPs, Luis says it’s essential to understand the asset inventory across your entire client estate. And manage your backups effectively. So there are two tools in ScalePad to help you do that.
“Lifecycle Manager and Backup Radar are the two solutions to start with. They help MSPs become more mature in their processes and have better conversations with their customers. And they can start to drive technology initiatives.
“The two tools work really well together. And then you can add in Lifecycle Insights. That makes account management easier. It means that MSPs can do QBRs (quarterly business reviews) or even provide vCIO services.
How Vendors can Improve Customer Experience
Luis says: “What we should strive for is creating meaningful conversations and connections between vendors and MSPs. Because it ultimately improves the experience for both sides. But it IS a challenge.
“From the MSP side, they love to work with small vendors. They’re responsive, and iterative in their functions and feature development. But as they grow they lose some of that personal connection.
“So maintaining connections and continuing meaningful connections will improve experiences the most. And it’s a two-way street. Both MSPs and vendors need to work together so they hit their goals.”
An MSP Guru Shares the Biggest Misunderstanding MSPs Have About Vendors
Often, MSPs don’t know enough about a vendor. And this can lead to misunderstandings about what they offer, how they can help and how they work. Sometimes, Luis says, this is because they’ve overcomplicated their message.
“I think it makes difficult for MSPs to understand what it is we do. And how that solves the specific pain or challenge. So to improve that experience, we need to simplify our message. We should be able to describe what we do in one sentence.
“Be specific and accurate. Sum up what you do so MSPs understand it immediately. Because when you simplify the message it does wonders for them seeing what you have to offer them.”
What a Typical Vendor Doesn’t Appreciate About MSPs, According to an MSP Guru
‘MSP DNA’ is a buzzword at the moment. And a lot of vendors today have come from an MSP background. Luis explains: “They saw a challenge in their business, built a solution and then switched to being a vendor.
“So they can understand their clients’ challenges really well. The nuances of the language they use when they talk about it lowers the barrier to entry to open up a conversation.
“But on the other hand, they disconnect from the day-to-day struggles of being an MSP. It requires a lot of mental toughness, especially as a smaller business. So remembering that means they can have more meaningful discussions.”
What Makes the MSP Space Unique
Luis and I agreed that the MSP space is very different to most other sectors: “Sometimes someone joins ScalePad but aren’t familiar with the industry at large. And they’re pleasantly surprised by how open and supportive people are.
“Because it’s a unique industry. Every one of our partners talks to each other. And in different places – conferences, peer groups, events or online communities. It just doesn’t happen elsewhere.
“And it ties into that ‘MSP DNA’ we mentioned before. It’s normal amongst MSPs to be supportive of each other. But it happens on the vendor side too. And it’s one of the key things that keeps us connected.”
How to Maintain Resilience: Advice from an MSP Guru
Luis shares a tip that came from a personal technique he developed to keep conversations going. “I have a list of random questions on my phone. And when things go stale at the dinner table, I pick one to ask people.
“But one of them is ‘tell me about a pivotal moment in your life.’ And while you wait for them to respond, you think about your own answer to it. It gives you a chance to think about what matters to you in life.
“So for me, I learned that I can be introspective and give myself time to work through challenges. I will come out the other side, and I will be successful. And success is about being fulfilled with my role and giving value to customers or the community. When I remember that, I can be resilient.”
How to Connect With Luis Giraldo
- ScalePad
- Follow ScalePad on LinkedIn
- Connect with Luis on LinkedIn
- Like ScalePad on Facebook
- Follow ScalePad on Twitter
- Follow ScalePad on YouTube
How to Connect With Me
- Subscribe to TubbTalk RSS feed
- Subscribe, rate and review TubbTalk on iTunes
- Subscribe and rate TubbTalk on Spotify
- Follow TubbTalk on iHeartRadio
- Follow @tubblog on Twitter
Mentioned in This Episode
- Fully Managed by TELUS Business from Chris Blay
- Documentation solution: IT Glue
- IT management: N-able
- Luis Giraldo music
- Book: Ray Dalio: Principles: Life and Work
- ScalePad MSP survey
- Client management: Lifecycle Managers (ScalePad solution)
- GRC (governance, risk and compliance) tool: ControlMap (ScalePad solution)
- QBR tools: Lifecycle Insights (ScalePad solution)
- Backup monitoring: Backup Radar (ScalePad solution)
- BI tool: Cognition360 (ScalePad solution)
- Quoting software: Quoter (ScalePad solution)
- Matthew Bookspan of Blacktip IT
- MSP conference: IT Nation Connect
- MSP conference from N-able: Empower
- MSP peer group: ConnectWise Evolve
- Shawn Walsh and Dave Cava from Encore Strategic
- Cloud marketplace Pax8 peer groups
- Peer group: CompTIA
- Mark Cohen
- Peer group: The Tech Tribe
- Podcast interview with MJ Shoer, CompTIA’s Chief Community Officer
- Podcast interview with Dan Scott of IT Nation
- Podcast interview with Todd Thibodeaux, President and Chief Executive Officer of CompTIA
- Podcast interview with Arlin Sorensen of ConnectWise
- Book: Ryan Holliday: The Daily Stoic: 366 Meditations on Wisdom, Perseverance, and the Art of Living: Featuring new translations of Seneca, Epictetus, and Marcus Aurelius
- Investment company: Top Down Ventures
- Digital photo journal: Blipfoto
- Podcast interview with David Brereton of Myson Pages
- Book: Bob Burg: The Go-Giver: A Little Story About a Powerful Business Idea
- Luis and Bob live stream chat
- Book: Alan Weiss: Value-Based Fees: How to Charge – and Get – What You’re Worth
- Podcast interview with Todd Kane of Evolved Management Consulting
- Author: Catherine Gray
- Book: Robert Wilburn and David Wilkeson: Profit and Growth for MSPs: Dragon Boats, Catamarans, and Superyachts
- Book: Shawn Walsh, Dave Cava et al: THE PUMPKIN PLAN FOR MANAGED SERVICE PROVIDERS: The Roadmap To MSP Prosperity: How The Right Focus Leads To Real Freedom
You Might Also be Interested in
- Partnering With Vendors: A Strategic Approach to Enhance Your MSP’s Offerings
- MSP Pricing Models for Profitability, Growth and Client Satisfaction
- Podcast: How to Partner With a Vendor to Grow Your MSP Business
Richard Tubb is one of the best-known experts within the global IT Managed Service Provider (MSP) community. He launched and sold his own MSP business before creating a leading MSP media and consultancy practice. Richard helps IT business owner’s take back control by freeing up their time and building a business that can run without them. He’s the author of the book “The IT Business Owner’s Survival Guide” and writer of the award-winning blog www.tubblog.co.uk
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