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In this episode of What's Important Now, host Carrie Richardson sits down with Andrew Moore, founder of Ridgeview Advisors, to dive deep into the concept of "Operationalizing Trust" in the managed services provider (MSP) industry.

Andrew shares insights on how scaling trust is critical for MSPs and how it directly impacts profitability, client satisfaction, and business scalability. Andrew recounts his journey from his early days in IT to becoming a COO and now running his own consultancy.

From practical sales strategies, cost of client acquisition, to the art of expectation management, this episode is packed with actionable advice for business owners looking to optimize their operations and build long-lasting client relationships. Whether you're an MSP owner, entrepreneur, or simply interested in operational efficiency, this episode is a must-listen.

Key Takeaways:

1. Operationalizing Trust: Scaling trust beyond the owner and embedding it into sales, operations, and client management.
2. Cost of Acquisition: The importance of knowing your numbers to improve profitability.
3. Expectation Management: How clear contracts and upfront communication can save relationships and margins.
4. Scaling MSPs: From hiring the right salespeople to implementing scalable processes, Andrew shares what worked (and didn’t) during his time scaling an MSP from 8 to 65 employees.
5. The Power of Letting Go: Why business owners need to trust their teams to grow effectively.

Quotes from Andrew Moore:

• "If you operationalize trust, you’re not just selling a service — you're creating a system that scales trust across your entire business."
• "Understanding your cost of client acquisition is crucial. Most MSPs don't have a handle on these numbers, and it’s a game-changer."
• "Expectation management isn't just a service strategy; it's a business survival skill."

Connect with Andrew Moore:

• Website: Ridgeview Advisors
• LinkedIn: Andrew Moore

Carrie Richardson and Ian Richardson host the WIN Podcast - What's Important Now?

Serial entrepreneurs, life partners and business partners, they have successfully exited from multiple businesses (IT, call center, real estate, marketing) and they help other business owners create their own versions of success.

Ian is certified in Eagle Center For Leadership Making A Difference, Paterson StratOp, and LifePlan.

Carrie has helped create and execute successful outbound sales strategies for over 1200 technology-focused businesses including MSPs, manufacturers, distributors and SaaS firms.

Learn more at www.foxcrowgroup.com

Book time with either of them here: https://randr.consulting/connect

Be a guest on WIN! We host successful entrepreneurs who share advice with other entrepreneurs on how to build, grow or sell a business using examples from their own experience.