Show Notes:

In this episode, we talk with Mark Clayman, CEO of Netrio, about how he guided the company from a traditional telecom provider into a fast-growing MSP. With a focus on people, process, and purposeful growth, Clayman shares the key strategies that helped IT Voice expand its services and strengthen client relationships while keeping culture at the forefront.

Key Themes

• From Telecom to MSP—Clayman outlines how Netrio evolved from a voice-focused business into a full managed services provider, including the mindset shifts required for success.
• Culture as a Growth Engine—Defining and protecting company culture has been critical to scaling without losing identity.
• Leadership Transitions—Clayman talks about moving from a founder-driven structure to a leadership team that can operate independently and drive strategic growth.
• Client Experience Focus—Consistent service and proactive support built trust and long-term partnerships with clients.
• Scalable Processes—Clayman highlights the importance of documenting workflows and creating repeatable systems to maintain quality as the company grows.

Actionable Takeaways

• Treat culture as a measurable asset—protect and reinforce it during growth.
• Develop leadership depth so the company isn’t dependent on one person.
• Prioritize proactive service to strengthen client retention and referrals.
• Document and standardize processes early to support scaling.
• Remain flexible and ready to pivot as technology and client needs change.

What’s Next

Clayman sees continued opportunity in security services, cloud solutions, and strategic acquisitions, with a focus on integrating these offerings without diluting Netrio’s core culture and client experience.

The evolution of Netrio shows how a clear culture, strong leadership, and proactive client service can turn a traditional telecom into a thriving MSP. Clayman’s approach offers a practical roadmap for business owners aiming to grow while staying true to their company’s identity.