By
Mendy Green
October 20, 2022
•
20 min read
Professional Development
The #RisingTide LevelUp Challenge
The butterfly effect is a term used to reference a scenario where, if you were to go back in time 1000 years and step on a butterfly and then return to your current time, you would find that everything has been changed. Potentially even you would no longer exist. This is explained as being caused by the fact that everything in the world is connected (as being part of the same ecosystem) and therefore given enough time the effects of a tiny butterfly being squashed can exponentially grow into an event where the Germans won World War II, or your parents never met.
In a world today where we are too busy to look beyond the face value, the lesson is pretty clear. If you go back in time, make sure you don’t step on any butterflies. If we were to stop and look beyond the face value, the lesson hits far closer to home. Scientists use this to explain that even a small change in a complex system can have a huge impact, but even they distill the true lesson down to its practical use for themselves.
Have you ever watched a Wave roll through the stadium audience, proud to join the hundreds raising their hands but jealous you weren’t the one who started it? What did the other person have that you don’t? Why couldn’t you be the source of this impressive movement visible throughout the entire stadium? The answer is honestly, nothing. Just the courage to go first, and be the leader, influencing others around you and creating an impact that spreads.
You have been created in order that you might make a difference. You have within you the power to change the world. – Andy Anderson
The Rising Tide Consulting Group is movement looking to start the waves, creating the tide, that will subsequently create larger waves, and larger waves, eventually rising higher and elevating everyone within the ecosystem. Let’s go back to the Wave in the stadium, can you imagine if the first person lifted their hands to create the Wave and the person next to them watched, acknowledged it was cool, and did nothing? The only reason why the Wave works is because the second person who follows, then the third, and the fourth and so-on. This is why at Rising Tide we are hyper-focused not on your business, but on your people. If we do your work for you, there is no impact, and we are left deciding if we should keep raising our hands to make up for the effort of those who aren’t joining or give up! If we can influence you doing your work, we can be the start of a massive wave that will spread not only throughout your entire business, but to your clients, and your vendors, raising the level of partnerships and quality of service being delivered to you, and by you.
The Rising Tide LevelUp Challenge is our ‘Audience in the Stadium Wave’. A movement started by our mentor Mendy Green on LinkedIn, where you take three stories, or analogies, and you pull out a lesson learned from each one (similar to how we did it with The Butterfly Effect mentioned above). After your three lessons you call out three new people to partake in the challenge and post their own. The lessons can be repeated, but the analogies or stories must be different.
In every situation, scenario, or story, there’s always a lesson to be learned. The scientists knew that when they framed the Butterfly Effect to teach their lesson, but each person will look at these stories and lessons through a colored lens filtered for their specific use case! It’s up to each individual as they hear these to take a lesson that relates to them. In fact, it is with Elizabeth Copeland’s lesson from the challenge (“Sometimes you need to stop and take in the view”) that we can examine analogies and situations and pull out a lesson from each one relevant to us to help us grow; the difference between taking something at face value or looking for that deeper meaning.
You can find her lesson and more by looking for the tags #RisingTideChallenge or #RisingTide on LinkedIn.
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
See some more of our most recent posts...
By the [run]Book: Episode 11
Episode 11 breaks down the most impactful upgrades across v2.202 and v2.204 — from smarter controls to new AI capabilities every MSP should know.
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In Episode 11 of By the [run]Book, Connor and Mendy wrap up v2.202 and move into v2.204, highlighting a mix of compliance tools, smarter ticketing controls, and powerful new AI foundations. They cover everything from audit log redaction and agent cost history tracking to Halo’s new MCP server, plus practical integration updates MSPs can use right away. It’s a fast, insight-packed walkthrough of the latest improvements shaping daily MSP workflows.
Watch Now: By the [run]Book: Episode 11
For easier tracking, check out haloreleases.remmy.dev to filter and search HaloPSA updates by ID, version, and keyword.
Added the setting 'Allow admins to redact Ticket audit logs' | v2.202 #817350 | 2:33
A new compliance-driven option allowing admins to redact specific audit log entries.
- Redactions are themselves logged
- Ideal for removing accidentally captured sensitive information
- Could be automated for retention policies
Added advanced settings per ticket type to disable the problem/resolution finder for agents and users | v2.202 #795561 | 4:29
More precise control of when Halo’s Resolution Finder appears.
- Disable for admin/maintenance workflows
- Keep enabled for user-facing support
- Improves workflow relevancy + reduces noise
Added the ability to use custom filter profiles on the Self Service Portal | v2.202 #768823 | 7:54
You can now surface custom ticket views directly to clients.
- Great for “All Tasks,” project dashboards, or simplified overviews
- Can be access-controlled so agents don’t see them
- Major enhancement for client-side transparency
Added Subscriptions and Software Licences to SQL Import Integration | v2.202 #737247 | 12:18
Allows software licensing data to be imported through SQL Integrator.
- Requires consistent identifiers
- Supports license type mapping + customer matching
- Bridges on-prem systems with Halo licensing
Added Agent cost history tracking | v2.202 #735577 | 15:30
A major improvement for profitability accuracy.
- Stores cost by time period
- Supports multi-currency
- Prevents old tickets from recalculating using new rates
- Essential for contract margin analysis
MSP Tip: Enable this before your next billing cycle.
Added Opensearch as a vector search database option for AI searching | v2.202 #650351 | 22:23
Halo now supports Opensearch for AI semantic search.
- Better AI matching & contextual understanding
- Powers more accurate AI triage & article suggestions
Entering v2.204
Halo Remote MCP Server for AI integrations now available | v2.204 #979569 | 24:37
Halo’s MCP server enables AI systems to take real action via the Halo API.
- Requires tight guardrails
- Future update adds bearer tokens for stable authentication
- Enables smarter Halobot and AI-driven automation
Improvements to the Dynamics Business Central integration | v2.204 #882737 | 30:36
Improvements to the Addigy integration | v2.204 #787185 | 30:48
A setting has been added… to disable asynchronous search | v2.204 #1005031 | 32:54
Allows fallback to synchronous sequential search.
- Use cautiously — unclear scenarios for enabling
Custom Tag Category mapping via ID or "~" for N-Central | v2.204 #1004123 | 34:15
Changes to the "Allow actions to be translated…" | v2.204 #1003051 | 35:22
Better translation toggles for multi-language communication.
New "Get Report Data" custom function for MCP & Virtual Agents | v2.204 #1003042 | 37:19
Allow Sales Opportunities to be invoiced | v2.204 #1002257 | 37:44
IT Glue Location Sync | v2.204 #1000835 | 40:55
Ticket Sources can be disabled | v2.204 #1000775 | 41:21
Edit Prepay time allocated to an action | v2.204 #1000603 | 41:38
Expense review process improvements | v2.204 #1000311 | 45:02
- Bulk actions
- Clearer UI
- Better handling for reimbursement flows
Quotes & Orders default sorting fix | v2.204 #999825 | 47:11
Allow items to be added to approved POs from Sales Orders | v2.204 #999609 | 50:45
Add Additional Agents as Attendees on Appointment creation | v2.204 #999225 | 51:40
Rich Text Custom Fields will now populate the $ variables on PDFs & Emails | v2.204 #998883 | 53:38
Chapter-by-Chapter Discussion Questions for The Go-Giver by Bob Burg: Chapter Seven - Rachel
In this chapter guide to “Rachel” from The Go-Giver, we explore what great coffee, storytelling, and human needs have in common. From “survive, save, serve” to Maslow and “meat computers,” this piece invites MSP leaders and service pros to rethink how they scale excellence without burning people...or the beans!
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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, here are a few pages you’ll likely benefit from:
- Chapter One – The Go-Getter for an introduction on how to use these Discussion Questions
- Book Clubs, Conversations, and Curiosity for why we started a book club for a technical team here
Chapter Summary
In Chapter 7, "Rachel," we learn more about Rachel and about the characteristics that Pindar finds valuable.
Discussion Questions
Use these open-ended prompts to guide reflection and conversation. Remember, there are no right answers!
- How do you feel about the commentary about Pindar’s age? Do you know people who are younger than they seem? What characteristics contribute to that perception?
- Can you relate to Rachel? Is her story believable? What do you think the authors seek to elucidate about her? What about Pindar’s view of her?
- We’re yet again hearing Pindar described as a storyteller. What does that make you think the authors are trying to say about Pindar’s skill set?
- Survive, save, and serve. Where do you find yourself landing? Where would you like to invest more?
- What do you think is Rachel’s “secret” to good coffee? The author describes many aspects of her craft, surely it’s not just because she’s one-eighth Colombian!
Rising Tide Input for your Consideration
- Making coffee well is an interesting metaphor! There is so much care, precision, and repetition in making coffee, it’s as much a science as it can be considered an art.
- Consider Starbucks beans: to produce a consistent product at a scale, they roast their beans very hard, eliminating the unique characteristics of a specific variety of coffee bean in lieu of a product that will hold up to their regularly heavy-flavored and sugared drinks. (See: Why Starbucks Coffee Has That Burnt Taste) Is it possible to truly scale excellence with care? Is there a limit?
- As you're growing YOUR business, which parts of your business are you burning off as you clarify your mission and vision? If you're not burning with care and wisdom, you can burn off exactly what makes you and your team special, and you can even deter your ideal clients because of a lack of care, precision, and intention.
- Maslow’s Hierarchy of Needs suggests humans must have their basic needs met before they have the space to pursue “more advanced” needs.
- If that’s too academic, El gave a talk at MSPGeekCon about how we’re all basically meat computers with Hardware, Software, and Networking built into us. Does that perspective change how you can handle other humans and even take care of yourself? (Watch part 1 of “The Care and Feeding of Meat Computers” here: https://youtu.be/yRcs5XYI8LQ?si=J3Q_VGenSHaKutOR)
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.