Why ListenThis episode offers a wealth of practical advice for MSP owners looking to improve their customer relationships and boost profitability. Listeners will gain insights into soft skills training, accurate time tracking, and understanding business costs, all crucial elements for running a successful MSP.Main TopicsUncle Marv welcomes back Melissa Hockenberry from First Things First Training and Consulting. They dive deep into the challenges faced by MSPs in customer retention and profitability. Melissa emphasizes the importance of soft skills for technical teams and provides practical advice on improving customer interactions.The conversation covers various topics, including time tracking, calculating burden rates, and understanding the true costs of running an MSP business. Melissa shares insights on educating team members about the importance of profitability and how it affects everyone in the company.Uncle Marv also announces an upcoming Profit Builders Peer Group, offering valuable sessions on building wealth and improving business operations for MSP owners. The episode concludes with the entertaining Florida Man segment, featuring bizarre stories from the Sunshine State.Customer Empathy and Soft Skills: Melissa discusses the importance of teaching technical teams relational skills and empathy to improve customer interactions. She provides practical tips for MSPs to enhance their customer service approach.Profitability and Time Tracking: The conversation delves into the critical aspects of tracking time accurately and understanding the true costs of running an MSP business, including calculating burden rates and considering all expenses.Employee Education and Motivation: Melissa and Uncle Marv explore the importance of educating team members about profitability and how to motivate them through bonus structures and transparent communication.Upcoming Events and Opportunities: Uncle Marv announces the Profit Builders Peer Group and Melissa's upcoming webinar on customer retention efforts, providing listeners with valuable resources for improving their businesses.Companies, Products, and Links Mentioned:First Things First Training and Consulting: https://ftftac.com/Florida man punches police horse: https://tinyurl.com/bdz3r8sjProfit Builder Peer Group: https://www.itbusinesspodcast.com/profit/Melissa's Webinar - Taking Inventory of Customer Retention Efforts: https://tinyurl.com/4er9nhnzMy Visit to the Florida Man Games: https://www.youtube.com/watch?v=LQVeqJVGh98&t=3242s=== SPONSORSPremier Partner, NetAlly: https://www.itbusinesspodcast.com/netally/Internet Provider, Rythmz: https://www.itbusinesspodcast.com/rythmzProduction Gear Partner, Liongard: https://www.itbusinesspodcast.com/liongardTravel Partner, Bvoip:Digital Partner, Designer Ready: http://itbusinesspodcast.com/designerready=== MUSIC LICENSE CERTIFICATEItem Title: Upbeat & Fun Sports Rock LogoItem URL: https://elements.envato.com/upbeat-fun-sports-rock-logo-CSR3UETItem ID: CSR3UETAuthor Username: AlexanderRufireLicensee: Marvin BeeRegistered Project Name: IT Business PodcastLicense Date: January 1st, 2024Item License Code: 7X9F52DNML === 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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