The episode kicks off with Uncle Marv providing updates on his recent trip to IT Nation Secure and the new podcast sponsor, TruGrid. He then welcomes Jason and Rachel Miller to discuss what makes a successful MSP. The Millers share their experience of renovating their new office building, which was previously the Johnson City Chamber of Commerce building. They discuss the challenges they faced, including dealing with outdated features like parquet flooring and asbestos. A significant turning point for their business was the decision to shed their residential customer base and focus solely on business clients. This shift allowed them to streamline their operations and adopt a more specialized approach tailored to the needs of commercial clients. When it comes to financial management, the Millers take a pragmatic approach. While they don't strictly follow methodologies like Profit First, Rachel employs her accounting background to maintain a pulse on the business's financial health. Their focus is on retaining customers and ensuring high levels of satisfaction, rather than rigidly adhering to KPIs or billable hour targets.Key Takeaways: Transitioning from residential to business clients was a pivotal moment for the Millers' MSP.Renovating an old building presented unique challenges but allowed them to create a customized office space.Customer satisfaction and retention are prioritized over strict adherence to KPIs or billable hour targets.Rachel's accounting background plays a crucial role in the financial management of the business.Links from the show:Tennessee Man Attempts to Enroll at High School to Pursue Minor: https://tinyurl.com/3ytt3hfnNaked Florida Man Crashes into Jail: https://tinyurl.com/2jphsc5t === Show InformationWebsite: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

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