The Leadership Mistakes That Nearly Killed This MSP Company

Building a Thriving MSP: Insights from Jeff Borello of Andromeda Technology Solutions

Key Takeaways:

• Emphasizing customer care and business transparency can fuel long-term growth and retention.
• Transitioning from a startup mentality to a structured organization requires intentional focus on leadership and culture.
• Navigating industry shifts, like moving from break-fix to managed services, demands adaptability and foresight.

Crafting a Customer-Centric Growth Strategy

The story of Andromeda Technology Solutions, as narrated by Jeff Borello, is a testament to the enduring power of customer-centric business practices. From a humble beginning with three founders working out of a bedroom to achieving recognition on the MSP501 list, the journey of Andromeda underscores the importance of taking “really good care of the customers.” Jeff highlights that even in today’s rapidly changing business landscape, this approach is often overlooked. “Just take really good care of the customers. It’s a lost art,” he emphasizes, noting that this customer-first mentality was foundational to their growth and longevity.

The broader implications are clear: an unwavering commitment to customer care can distinguish a company in the competitive managed services landscape. As businesses evolve, sustaining such a philosophy requires consistent alignment with client needs and a willingness to adapt and refine services. For Andromeda, this meant maintaining a personal touch even as the business scaled. Jeff’s recounting of their journey reflects how businesses can achieve sustainable growth by fostering genuine client relationships based on trust and satisfaction.

Transitioning from Startup to Sustainable Enterprise

In the early days of Andromeda, a startup mindset fueled their operations, with the founders and initial team often embodying the hustle and all-hands-on-deck mentality. Jeff recalls that even as they grew to a 10-person team, they maintained this approach. However, as the company matured, there was a necessary shift toward a more organized structure: “As we started growing a little bit more and we got kind of out of that startup phase, I started paying a lot more attention to things around leadership and culture.”

This shift highlights the critical transition phase many burgeoning companies face. Developing a structured organization requires intentional efforts to cultivate leadership skills and build a cohesive company culture. Jeff mentions the concerted efforts Andromeda invested in refining their benefits, packages, and internal culture, leading to a seven-year average employee tenure and multiple recognitions as a best place to work. This underscores the idea that a strong organizational culture, built with employee input and tailored incentives, can be vital in transforming a company from startup to a sustainable enterprise.

Navigating Industry Shifts and Innovations

The managed services landscape is dynamic, requiring companies to adapt quickly to technological and industry changes. Andromeda’s transition from a break-fix model to a managed services model exemplifies this adaptability. Jeff recounts how engaging with Enable early on in their journey sparked their shift to a managed services model, a move that was both strategic and somewhat serendipitous. “There was something about it that resonated with us… We wanted to get on board early, and we haven’t looked back.”

This strategic shift illustrates the necessity for businesses to embrace new models and technologies to stay ahead. The transition to managed services allowed Andromeda to establish a recurring revenue model, essential for financial stability and growth. The broader lesson for industry players is clear: staying ahead in the rapidly evolving tech world requires a willingness to explore uncharted territories and seize emerging opportunities, even when the path is not fully visible.

Ultimately, Jeff’s insights shed light on the core ingredients for building a robust and thriving company in the tech space. From unwavering customer focus and cultural investments to embracing industry changes, each facet plays a pivotal role in crafting enduring success. Each of these strategies converges to create a blueprint for others in the managed services industry looking to replicate similar feats of longevity and growth.