Show Notes:

“Scaling an MSP with Core Values and Plain English.”

In this episode, Huey Huynh and Tito Huynh, president and vice president of Business Data Services, an MSP serving the Kansas City, Kansas area, share how they grew their MSP into a thriving business. From starting with referrals to creating a value-driven company culture, their story is packed with actionable advice for MSP owners navigating growth and scaling challenges.

Key Themes and Insights

The Mindset Shift From Tech to Business. Huey learned the hard way that technical expertise alone isn’t enough. Half of his time needed to be spent on sales and marketing to grow the business. “Learn as much as you can about business, not just technology. Sales and marketing were my biggest gaps, and I wish I’d started learning earlier,” he explains.

The Role of Plain English in Client Communication. Tito emphasizes the importance of translating technical jargon into terms clients can understand. For example, explaining a spam filter as the “first layer of email protection” to make its value clear. “Speak in plain English. Don’t use jargon or abbreviations. Clients need to know how the technology helps them, not what it’s called,” Tito says.

The Limited Power of Referrals. Referrals fueled early growth, but they weren’t enough for consistent lead flow. Tito focused on building a structured marketing strategy to generate new logos.

Building a Team with Core Values. Hiring and firing decisions are based on alignment with core values, such as “Service the customer above all else” and “Integrity first.” Shared values ensure everyone is rowing in the same direction, fostering a strong company culture. “Core values are everything,” Huey says. “They’re how we hire, how we fire, and how we grow.”

Advice for Aspiring MSP Owners. Focus on business skills, especially sales, marketing, and accounting. Understand that marketing takes time—don’t quit before it pays off. “If you give up before your sales and marketing become fruitful, you’re done,” Huey says.

Actionable Takeaways for MSP Owners

• Prioritize Sales and Marketing:
  • Allocate 50% of your time to sales and marketing, especially in the early days. Growth won’t happen without lead generation and client acquisition.
• Simplify Communication:
  • Always explain tech in client-friendly terms. This builds trust and helps clients see the value of your services.
• Anchor Your Team in Core Values:
  • Define clear values and use them to guide hiring, team development, and decision-making.
• Build Beyond Referrals:
  • Referrals are great but not reliable for consistent growth. Invest in structured marketing strategies to create a steady pipeline of new leads.

Final Thoughts

Huey and Tito’s journey shows that building an MSP isn’t just about technical expertise—it’s about growing as a business owner, creating a great team, and always putting the client first.

Enjoyed the episode? Subscribe for more stories and tips from successful MSP owners! For additional resources, visit MSPSuccess.com. Missed last week’s episode? Tune in here to hear how Todd Clark’s fishing background shaped his mindset as an MSP business owner.