TubbTalk 149: Why You Need to Know the Process of Process for MSP Growth - Tubblog: The Hub for MSPs

TubbTalk 149: Why You Need to Know the Process of Process for MSP Growth

TubbTalk 149: Why You Need to Know the Process of Process for MSP Growth image

In this interview, Richard speaks to Allen Edwards, an accomplished entrepreneur, speaker and expert on process. He’s the founder of Eureka Process and the co-owner of Gozynta.

And Allen has also just published a book: “Process and the Other P Word (Which is also Process): the Power and Profitability of Process Within Your IT Business.”

An Interview With Allen Edwards

How Gozynta Merged with Eureka

Allen explains that he loves where process gets him, and he learned that early on. He spoke to the founders of Gozynta and they explained that they wanted to improve their onboarding for greater customer satisfaction.

However, they didn’t have time to do it themselves, so Allen wrote some processes for them. This led to Eureka becoming Gozynta’s outsourced onboarding support, before they formalised the relationship a couple of years later.

How Allen Found the Book Writing Process

Allen admits that he found writing his book excruciating. It took him four years to complete, he says, because while the content was great, there was no structure. “And I realised that the same was true in my business, so I took the time to build in structure.

“Then I stumbled upon Mike Capuzzi, who helps people write short, helpful books that are great for marketing and lead generation. That was when I realised the book didn’t have to be long to be successful.”

Why MSPs Should Invest in Process Early on

No matter what business you’re in or what your clients want to accomplish, the first thing you need to do is understand what processes they have in place. Allen explains his concept of ‘leaky bucket syndrome’.

“No matter how well you teach someone, they’re only going to retain a percentage of it. And that’s either because they have their own beliefs, or you forgot to tell them something.

“So that bucket of knowledge you passed to them is imperfect. When that person goes on to teach someone else, the leaky bucket keeps going. And eventually it’s empty. You can’t fix it, but you can create waterfalls of knowledge to keep the bucket full – processes.”

What do processes look like in your #MSP? Do you have them written down? Allen Edwards of @gozynta tells Richard Tubb why they need to be a priority. Click to Tweet

The First Process an MSP Should put in Place

Allen uses the analogy of building a house. Various tradespeople will work together towards a common goal, so they need a blueprint. “And likewise, you need a blueprint for your business processes. I call it the ‘process process.’

“It’s a way to remind yourself how to write a procedure. You don’t want to have to read a whole book just to carry out a single action. Instead, you want to immediately find what you need and get to work.”

How to Overcome Overwhelm to Start Making Progress

MSP owners can often feel overwhelmed with running their businesses and struggle to put processes in place. So Allen’s advice is to use the power of 1%. “How can you be just 1% better today? And tomorrow?

“Let’s say you’ve got a blank page and you’re struggling. You just need to make it now blank. So day one, open a Word document, name it and save it. Tomorrow, see if you can add another line. And keep going. Fill in the blanks: ‘What’s your documentation system?’ ‘Where do you store documents?’”

How the Eureka Process Works

Allen’s business, the Eureka Process, is a consultancy that specialises in only IT firms: “We believe in a very one-on-one tailored approach. We worked hard on what we call ‘building the railway’.

“Lots of clients want an A-Z approach. However, we believe that you need to get the railway in place. Where should you start? What are your processes? We look at prioritising their issues so we deal with the most important one first.

“Our consultants discuss our solution with the clients to find the best way forward. And we offer a two-page business plan. It’s unique because it’s broken up into the purpose of identity, direction and objective. We teach leaders to be leaders.”

How to Connect With Allen Edwards

How to Connect With Me

Mentioned in This Episode

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RICHARD TUBB

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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