By
Mendy Green
June 9, 2021
•
20 min read
Business
The MSP Business Model Fallacy
In any business where you’re not billing Time and Materials, the amount of time you spend on a project directly correlates to how profitable you are. In an MSP, this applies even more. MSP Businesses were designed years ahead of their time, bringing into practice concepts such as recurring revenue, outsourcing, efficient resources, and more; before people even realized the value. It’s the reason that today the MSP Businesses are blowing up with everyone you meet starting their own. Unfortunately, there’s a complex side to the framework of an MSP that is very often overlooked, especially by those just starting out.
Let’s discuss how the MSP business model is built. MSPs pitch to their prospective clients that they can provide the same level (or often times better) IT Services to their organization than they themselves can find if they go with someone internally. They ask for less money, and offer a bigger team with greater experience. These same MSPs then have to turn around and hire the same people that would have been hired directly, and not just one, but two or three or more depending on the size of the MSP.
MSPs have to pay the same salary with a smaller budget. How can these numbers possibly work?
This is where efficient resources come in; an MSP needs to stack multiple clients reusing the same resources for each client so that together all the clients combined pay enough money for the MSP to pay the technicians salary and make a profit. The income also needs to cover all base expenses of the MSP which includes infrastructure such as an RMM, PSA, Email, Phones, over-night team for emergencies and so on.
With an internal IT resource, that resource would be solely focused on the business they were working for and getting paid a full salary of say $52k/year, now the same resource at an MSP is getting paid $52k/year and needs to stay on top of not one company IT needs, but actually 3 or 4 (or more depending on the contract size of each). This kind of expectation is unreasonable and when maintained results in high-stress work environments and eventual burn out for the technician. The saying “trial by fire” is very applicable to the technicians who work at an MSP. They are under constant barrage of tickets and stress, jumping from company to company each ticket wildly different from the next. This makes them unusually skilled and also rapidly exposes them to a wide range of experience they may not have received working for just one company. A good MSP technician of the lowest tier can easily go head to head in ability (if not knowledge) to a mid-tier internal IT resource.
Now keep in mind that when MSPs started we were a new phenomenon. There was no standard to follow, no existing business to copy, except for the existing internal IT department within a Company. We didn’t know what kind of pay structure was fair to offer a Tier 1 or Tier 2 technician because there was no “average pay” metric. The only thing we did know is that we are building a business with a stress on smaller dollar amounts per client, and more total clients. This means what we paid our technicians had to be less too, or that we keep the MSP as lean as possible with only the amount of technicians truly needed. Following the 80/20 rule we determined that 80% of the time with our clients running smoothly we would be fine and only 20% of the time when some kind “perfect storm” would occur we would need to motivate our technicians to put in more effort (or what was generally called “figure something out”).
What’s being described is not a sustainable long term plan. Simon Sinek likes to stress that business is an Infinite Game and that those who are not playing by those rules are doomed to failure eventually. The only way to stay in the game is by having resources, and the will to keep playing. We’ve already established that MSPs do not have the same pockets as a normal business, not without drastically imposing upon “will”, our employees, making them work in stressful environments and constantly being battered by the next broken issue.
The fix for this is easy, and its an iteration of what we already started. Efficient use of resources. Efficiency can help us spend less time per ticket, less time per client, and improve our technicians stress in the environment. There are two side to the efficient use of resources, one of which we already started (Sharing resources among companies) but the other is often overlooked “Work load management”. If we can make our work load efficient we can easily improve upon all the issues we just brought up. Here are some ideas that can be used to help facilitate the efficient workload.
Efficient resources is way more than just sharing resources. Making your workload efficient is just as important. Remember how profitable you are directly correlates to how efficient you can be
- Proactively addressing age of client equipment
- Proactively addressing ticket trends over time to help improve underlying issues
- End User technology training for better understanding of the tools they use
- Breaking Client’s business vertical into separate teams to allow for familiarity of Line of Business applications and setup
- Building an MSP supported technical standard as your “stack” to ensure familiarity with technical infrastructure
- Establishing formalized business processes for your MSP Teams so they know where to find information and how to proceed
- Building an Automation First environment allowing you to offload work from your team to your technology decreasing the amount of time spent on tickets.
Remember, in the MSP business time isn’t a loss of potential profit, its actual profit lost as your contracted rate is the same every month. Automation and bulk actions are extremely important as the less time you spend doing something the more your Per Hour amount goes up.
I'm passionate about IT, driven by a dual love for solving complex problems and a commitment to transforming the stereotype of technical support into a positive and enjoyable user experience. For over 13 years, I've been deeply involved in the MSPGeek community, lending my expertise to various Managed Service Providers (MSPs), while also serving as the CTO at IntelliComp Technologies.
My journey in the tech world is fueled by a passion for teaching others. I find great satisfaction in imparting problem-solving and critical thinking skills, and offering practical guidance during the troubleshooting process. It's this enthusiasm for mentorship and improvement that led me to my current venture.
Today, as the founder of Rising Tide, I'm focusing on the MSP industry, dedicating my time to coaching and assisting both individuals and businesses. At Rising Tide, we're not just about providing solutions; we're about nurturing growth, fostering innovation, and building a community where everyone can rise together. Whether it's through hands-on problem solving or strategic planning, my goal is to make the IT experience not just efficient, but also empowering and enjoyable
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By the [run]Book: Episode 10
In Episode 10 of By the [run]Book Mendy and Connor explore v2.202’s practical updates from forecasting and new integrations to smarter billing and scheduling.
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In this episode of By the [run]Book Mendy and Connor dive into Halo PSA v2.202 — a release packed with smarter forecasting, integrations for Keeper & Cloudflare, and some powerful billing and contract enhancements. They also spotlight a pair of tools built by Renada to make your Halo experience smoother: Halo Releases for tracking updates and Elegant Insights for AI-powered reporting.
Watch Now: By the [run]Book: Episode 10
For easier tracking, check out haloreleases.remmy.dev to filter and search HaloPSA updates by ID, version, and keyword.
Tools from Renada | 0:36
Two must-have utilities built by Renada and the community.
- Halo Releases (remy.dev) — Quickly look up Halo feature IDs, release versions, and updates. Perfect for following along with episode notes.
- Elegant Insights — AI-powered reporting and SQL generation for Halo PSA, helping non-technical users build meaningful reports in seconds.
Pro Tip: Use Halo Releases while watching the show — you can search for any feature ID mentioned live.
Report Forecasting Added | v2.202 #858451 | 3:27
Halo adds new predictive forecasting capabilities for reports.
- Create forecasts either from Config or directly on a report.
- Enable via: Reporting → General Settings → “Show Forecasting Tab”.
- Supports predictive charting and tabular forecasts.
- Ideal for trend analysis across tickets, assets, or SLAs.
Added Maintenance Windows for Configuration Items | v2.202 #774868 | 8:48
Add maintenance scheduling to configuration items.
- Define recurring or one-time maintenance windows at global, site, or asset level.
- Ensures changes and requests align with approved change windows.
- Helps enforce ITIL-aligned change control policies.
Added the Keeper Integration | v2.202 #737254 | 11:55
Native integration with Keeper Password Manager.
- Automatically create tickets from Keeper alerts.
- Supports monitoring of password changes and access anomalies.
- Great for security-conscious MSPs tracking credential activity.
- Tip: Duplicate and modify Keeper runbooks rather than editing the originals.
Added the Cloudflare Integration | v2.202 #737251 | 14:24
Receive and action Cloudflare notifications inside Halo.
- Trigger runbooks from Cloudflare webhooks.
- Eliminates the need for custom middleware or Python servers.
- Simplifies DNS and network security alert automation.
Item/Product SKU Display Enhancement | v2.202 #995688 | 16:20
Item SKUs now display when consigning or invoicing from a sales order — making product identification faster and clearer.
Quotes List Shows Status | v2.202 #995213 | 16:44
Quickly see the status of quotes linked to tickets and opportunities.
- Adds visual status tags for clarity.
- Optional setting to hide closed or obsolete quotes.
Down Payment Invoices from Sales Orders | v2.202 #995107 | 17:17
Add deposit invoicing to your project or sales workflows.
- Works with or without deferred revenue.
- Perfect for onboarding projects or prepaid hardware.
- Recognize revenue as work completes or goods ship.
Choose Site in Contract Schedule Plans | v2.202 #994671 | 22:31
Contract schedules now support selecting a site per appointment.
- Adds fields for type, agent, and appointment category.
- Fixes prior timezone alignment issues.
- Great for MSPs managing multi-site service plans.
Auto-Refresh Ticket Details in Self-Service | v2.202 #994375 | 24:25
Keep tickets live-updated for end users.
- Enable in Self-Service Portal → General Settings.
- Not enabled by default — make sure to turn it on!
Email Autocomplete Improvements | v2.202 #993941 | 25:10
Better control for user address lookup.
- Removes duplicate or redundant addresses.
- Enforces unique emails per user.
- Consider enabling Merge Users to consolidate old records.
Domotz Integration Update | v2.202 #993236 | 28:04
Now includes a “View in Domotz” button on Halo assets.
- Quick link to remote management tools.
- Agents must be imported from Domotz for it to appear.
API filetype_filter Parameter | v2.202 #990835 | 29:37
Filter ticket attachments by file type in API queries.
- Example:
filetype_filter=pdfreturns only PDF attachments. - Great for integrations or auditing reports.
Default for “Invoice Separately” | v2.202 #989070 | 30:16
Control recurring invoice behavior globally.
- Found under Config → Billing → Recurring Invoices.
- Defines whether invoices merge or generate separately by default.
Pax8 Subscription Quantity Updates | v2.202 #988973 | 32:14
Modify Pax8 subscription counts right in Halo.
- Adjusts quantities upward via API.
- Prevents accidental license drops.
- Recommended for partners with strong internal approval processes.
Require All Lines Consigned Before Invoicing | v2.202 #988825 | 34:42
Ensure financial accuracy by requiring all items to be consigned before invoicing.
- Toggle in Sales Order Configuration.
Expanded Private Email Logic | v2.202 #988157 | 35:07
Private email rules now include To and CC addresses.
- Strengthens data privacy checks.
- May require review of existing email workflows.
Exclude Customers from Avalara | v2.202 #986366 | 36:51
Use the “Do Not Use” toggle on a customer’s Avalara tenant to exclude them from tax automation.
Ticket Source Visibility Rules | v2.202 #983247 | 37:19
Add field visibility conditions based on ticket source (e.g., Manual, Email, API).
- Allows more precise form customization.
Next Activity Date Performance Upgrade | v2.202 #978622 | 38:55
Major performance boost for ticket lists sorted by activity date.
- Enable Use v2 Next Activity Date in Advanced Settings.
- May take up to an hour to re-index depending on appointment volume.
Permission for Access to All Departments | v2.202 #978561 | 41:31
A new agent permission simplifies department access control.
- Add in Agents → Departments & Teams or via Role assignment.
Quote Countersign via Email | v2.202 #976929 | 43:05
Enable agents to countersign quotes after client approval.
- Uses Email Template 3.5 for notifications.
- Configured under Ticket Type Settings → Countersign Request Email.
System Action for Forwarding | v2.202 #974901 | 45:31
New system action automatically adds FW: to forwarded emails and marks them private.
- Simplifies forwarding and protects internal notes.
Freshdesk Migration Enhancements | v2.202 #970966 | 47:01
Now supports re-importing ticket types, teams, agents, and tags after migration.
- Useful for post-migration corrections.
Access Control for Asset Fields | v2.202 #961575 | 47:12
Granular permissions for asset fields.
- Manage visibility and edit access per role.
- Adds flexibility but increases management complexity.
Hidden Checkbox Logic | v2.202 #954190 | 48:33
Make hidden checkboxes mandatory when agents log tickets.
- Used with SQL lookups for form validation.
- Enables automated checks for data completeness.
Different Site per Sales Order | v2.202 #949443 | 50:37
Sales orders can now differ from the end user’s site.
- Controlled via Sales Order Configuration.
- Prevents misassigned orders for multi-site customers.
Chapter-by-Chapter Discussion Questions for The Go-Giver by Bob Burg: Chapter Two - The Secret
Chapter Two of The Go-Giver reveals a simple, demanding idea: success flows from giving. This guide translates the fable into real-world practice—how to give with boundaries, avoid burnout, and set expectations that change outcomes.
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About this Series
This discussion guide is part of Rising Tide’s Fall 2025 book club, where we’re reading The Go-Giver by Bob Burg and John David Mann.
If you’re just joining us, start with Chapter One – The Go-Getter for an introduction on how to use these Discussion Questions and you may also find our conversation on why we started a book club for a technical team here: Book Clubs, Conversations, and Curiosity.
Chapter Two Summary
In Chapter Two, Joe finally learns ‘The Secret’ from Pindar and it’s not what he expected, at all. The idea that success comes from giving sounds simple, but it seems Joe will need to put each principle into action to truly unlock the heart of the Secret of being a Go-Giver.
Chapter Two Discussion Questions
Use these open-ended prompts to guide reflection and conversation. Remember, there are no right answers!
- Who is the most successful person you know?
- Define that success. Is it social, fiscal, skill?
- What do you THINK is THEIR secret?
- How does Pindar’s treatment of Rachel make you feel?
- Does it feel genuine to you?
- Do you feel there should be more boundaries between her role as employee and his role as boss?
- What do you see the difference is between “share her coffee” and “make a killing”? What does the difference in phrasing mean to you?
- What are your initial reactions to the Trade Secret reveal?
- Do you align with Joe, that if you give too much, that people will take advantage of it?
- How do you feel about the statement, “You get what you expect. The world treats you more or less the way you expect to be treated.”
Rising Tide Input for your Consideration
- Remember, this is a fictional book, a fable. It flattens complexity so the author’s ideas can land with clarity. It is a good practice to take all works of art — music, writing, videos, conversations — as conversation starters and not fact.
- Your therapist wants you to know that while giving can be a way of life, It’s vital that you practice discernment. Giving should be a sustainable practice, where you aren’t allowing harm to yourself or others in your care. Perhaps you can start with you. About Larry King
- Do you think he actually said “The bigger they are, the nicer they are?” — we couldn’t find it!
- Q&A: Larry King on asking simple questions and listening closely - Columbia Journalism Review
- Larry King, arguably more successful than our fictional Pindar, is quoted in the above interview saying his own secret: “The secret of what we’re doing right now is there’s no secret. Be yourself.”
- Do you think he actually said “The bigger they are, the nicer they are?” — we couldn’t find it!
- Simon Sinek’s #1 Rule of Public Speaking: “You’re Here to Give”
- We’re huge fans of Simon Sinek. Recently, we watched his lesson on becoming a better public speaker on his Optimism library, and this chapter reminded us of his #1 rule for public speaking: You’re here to give. Not to receive adoration or accolades, but to connect deeply with attendees and share what you’ve experienced. When you align your core goal with giving instead of receiving, you enable yourself to speak with power and conviction you cannot conjure from anywhere else.
- Read more here: Simon Sinek’s #1 Rule for Public Speaking
- About the Optimism Library: https://simonsinek.thinkific.com/pages/the-optimism-library
About Rising Tide and our Book Club
Rising Tide helps MSPs and service-focused teams build better systems: the kind that align people with purpose.
Every Friday at 9:30 AM ET, we host Rising Tide Fridays as an open conversation for MSP owners, consultants, and service professionals who want to grow both professionally, technically, and emotionally. In Fall/Winter 2025, we’re walking through The Go-Giver, chapter by chapter.
If that sounds like your kind of crowd, reach out to partners@risingtidegroup.net for the Teams link.
Bring your coffee and curiosity…no prep required.
Chapter-by-Chapter Discussion Questions for The Go-Giver by Bob Burg: Chapter One - The Go-Getter
At Rising Tide, we use book clubs not to read—but to listen, question, and practice curiosity. Join us as we unpack Chapter One of The Go-Giver by Bob Burg and John David Mann, using open-ended prompts to reflect on ambition, connection, and growth. Perfect for service-minded teams who want to slow down and think differently.
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About this Series
If you’ve already read Book Clubs, Conversations, and Curiosity, you know that at Rising Tide, we don’t host book clubs for the sake of reading. We use them as an excuse to talk, to listen, and to practice curiosity together.
The Go-Giver by Bob Burg and John David Mann is the first book that we've chosen to explore together in this way. Each week, we’re reading one short chapter together and using a few open-ended questions to spark real conversation: no lectures, no wrong answers, just reflection.
Below are our discussion prompts for Chapter One: “The Go-Getter.”
They’re written for teams like ours: busy, service-minded, sometimes too practical for their own good...who want to slow down long enough to notice what these stories have to teach.
How this guide is different from others you'll find online: We keep it chapter-focused. Every set of questions focuses only on the current chapter so there is no foreshadowing, no jumping ahead, no “we’ll get to that in Chapter 7.” The goal is to slow down and savor the smaller ideas that get lost when you rush to the big themes, and we're going to make sure that team members that are "behind" have enough data points to connect the dots and contribute even if they're not caught up to the current reading.
Use them however you like. Whether you’re reading along with us or just looking for a fresh team conversation starter, we hope these questions help you stretch a little, think differently, and see something new in yourself or your work.
Some Tips on how to use this Guide
- Keep it simple. No slides. No structured lessons. Read a question aloud, give a solid 10-second pause, sometimes you have to let the awkwardness of silence drive the conversation.
- Honor the one-chapter rule. No spoilers, no summaries! Stay inside the chapter or assigned reading. If someone raises a later theme, park it in a “Next Chapters” list and keep today focused. Similarly, don’t try to solve the book. Ask what this chapter made people notice or feel—nothing more.
- Actively include people who didn’t read and make space for quieter voices. Use prompts like, “From this idea alone, what stands out?” Curiosity doesn’t require homework. Explicitly ask: “Anyone who hasn’t shared want to weigh in?” Intentionally invite two voices before anyone speaks twice
- Time-box it. 15–30 minutes. One good discussion beats five rushed questions.
- Close with a single takeaway. Each person names one sentence, idea, or action they’re taking into the week. Log it. Revisit next time.
If you tweak or add questions, tell us at partners@risingtidegroup.net. We’ll keep improving this tool for other MSP teams.
Chapter One Discussion Questions and Observations
Chapter One Summary
In this chapter, we meet Joe, a go-getter who doesn't seem to be getting what he's going for. We are also introduced to his coworkers: Melanie and Gus, who help connect him with Pindar, or the Chairman, who agrees to tell Joe the huge trade secret that will surely be his key to success.
Chapter One Questions
- How would you describe or define a go-getter?
- Is it a good or bad thing? Why?
- Do you consider yourself a go-getter?
- Do you know people like Joe, Gus, or Melanie? What do you think of them as people or colleagues?
- Why do you think the authors chose the name Pindar for the Chairman?
- What do you think Pindar's conditions are going to be?
Chapter One Observations from the Rising Tide Team
- Being a Go-Getter isn’t a bad thing!
- It’s important to remember that the authors of this book are likely flattening the depth of characters into caricatures to more cleanly get the point of their story across. This is important to remember because rarely in life will the humans you interact with be the fulfillment of the assumptions you make about them.
- Pindar is the name of a Greek poet who wrote odes of Victory. https://en.wikipedia.org/wiki/Pindar. Does this mean we can expect victory for Joe?
Creatures of a day! What is anyone?
What is anyone not? A dream of a shadow
Is our mortal being. But when there comes to men
A gleam of splendour given of heaven,
Then rests on them a light of glory
And blessed are their days. (Pindar, Pythian 8)
Join the Conversation
Want to hang out in these conversations with the Rising Tide team? We meet Fridays at 9:30 AM ET to talk through important business, technological, and communal developments, and for the next 14ish weeks, The Go-Giver! If you’re an MSP owner, consultant, or service professional who wants to grow your team’s emotional intelligence alongside your technical skill, you’re welcome here.
Reach out to partners@risingtidegroup.net for the Rising Tide Fridays Teams link. Bring your coffee and curiosity: no prep required.