I started the year planning to send a newsletter out once a month. That goal has lagged behind for a few reasons, but mostly the newsletter is easy to let fall through the cracks. All of a sudden it’s the next month with no newsletter.
When I was in my former MSP there were always too many things to get done on any given day. Add in the various initiatives (or rocks, OKRs, or insert other word for project here), and that left an overflowing plate.
Part of the challenge was the overflowing plate. The other part was that all of the work that needed to happen wasn’t visible. If my organization structure relies on remembering the things that needed to get done things will fall through the cracks.
After I transitioned over to my role at Pax8 I thought I left all that behind. That was wishful thinking. Apparently biting off more than I can chew is a core behavior of mine. I suspect I’m far from the only one.
The Problem: Too Many Irons in the Fire
Recently, I worked with an MSP that had around 40 employees. During a meeting with their department heads, we documented all the projects and initiatives they were actively working on. The result? Over 70 additional initiatives on top of their day-to-day responsibilities. This wasn’t a “someday” list. These were active projects. It was clear that the team was stretched too thin.
The issue isn’t just about workload; it’s about overestimating capacity. As MSP owners or team members, we often think we can handle more than we realistically can. When we take on too much, we risk spreading ourselves too thin. This leads to missed deadlines, lower quality work, and, ultimately, burnout.
I’ve seen far to many times (from both my own firsthand experience and observing others) that quarterly goals are often last week of the quarter goals.
The Solution: Visibility and a Dose of Reality
With the MSP I was working with it was clear that the team was burning out. The day jobs of the team took most of their time. Trying to do WAY too many initiatives on top of their day job should have been a non-starter.
We took each of those initiatives and put them on post-its on the windows of their conference room. Seeing the volume of these initiatives made it clear why the MSP was overwhelmed. We also found a few instances of different departments working on the same (or similar) things.
Focusing the Efforts
We took each department and asked them to vote for the initiative that was the most important to that group. Every member of the department got 3 votes for their top initiatives. We quickly had a top 3-5 initiatives per department.
We then took the top 3-5 and aligned it to the overall company goals. Where there was overlap, those goals moved to the top of their list.
We then forced each department to ONLY work on one goal at a time. Day job comes first, schedule time on the goal each week, and repeat. Once their goal was complete they would work on the second (and so on). Immediately the team relaxed, and over the course of the upcoming quarter each department knocked out more than one goal. The work quality was higher, and it wasn’t a scramble to the finish to get their quarterly goals “done” by just cramming them into the final weeks of the quarter.
Making the Work Visible
One of the best things we did was to make the work visible. We took those post-it notes and translated them into project tickets in their PSA. Depending on the systems you use, a Kanban Board could be a great way to make the work visible. Heck, there are PSA integrations that allow for Kanban Boards inside the PSA.
That’s how I’m operating now in my day job. I have made as much of the work I’m responsible for as visible as possible. I’m no longer relying on my brain to remember all the things. Am I perfect in this regard? Heck no! But I’m a little more organized this week over last, and plan to make next week better than this week.
Practical Steps for MSPs
Here are a few actionable steps to implement these strategies in your MSP:
- Use Your Ticketing System: Centralize all tasks and projects in one place. If possible, integrate a Kanban-style system to visualize workflows.
- Set Clear Priorities: Align departmental goals with your annual and quarterly plans. If a department can’t align with the company’s broader goals, make sure that their goals have a clear benefit for their department, your clients, and/or the company at large.
- Limit Active Projects: Stick to one or two active goals per department. Keep additional initiatives on deck but not in progress.
- Communicate Regularly: Ensure everyone understands what’s being worked on and why. This reduces confusion and helps maintain focus.
Looking Ahead
When we try to do too much, we risk burning out, missing deadlines, and feeling perpetually disappointed. By focusing on fewer priorities and making work visible, we can achieve more with less stress. It’s a lesson I’m applying in my own work, and I encourage you to consider it for your MSP as well.
Recent Content
I have recently released some videos and blog posts that might be helpful to you. Here are some recent releases:
- Level Up Your Sales Process
- Owner Led Sales Isn’t Optional
- Stop Losing Clients
- I also recorded a series on how you could use video in your MSP.
- Lastly, I’ve started a podcast with Natalie Hell to talk about things that we run into in our Peer Groups. Here’s the playlist to that podcast.
Connect With Me
As always, I’m here to help you navigate the challenges of running an MSP business. Consider subscribing to stay updated on these resources and more. Here’s to a productive and insightful year ahead!
- LinkedIn: https://linkedin.com/in/ahannemann
- YouTube Channel: https://youtube.com/@adam-rambles
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