autotask how to stop being a whiner 2013
DESCRIPTION
Tom Clancy's presentation during Autotask Community Live! 2013 - The difference between good ITSP’s and bad ones is a lack of process. This presentation overviews some of the key ingredients to building a system of accountability and regular reporting. Get off your ass, stop making excuses and start doing the work you are supposed to.TRANSCRIPT
HOW TO STOP BEING SUCH A WHINER & START OBEYING PROCESS
Rich AkullianBusiness Development Manager
Autotask
Tom ClancyVice President
Valiant Technology
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HOW TO STOP BEING SUCH A WHINER & START OBEYING PROCESS
Rich AkullianBusiness Development Manager
Autotask
Tom ClancyVice President
Valiant Technology
TRUE CONFESSION
Don’t believe every word.
I might be exaggerating.
Sound Familiar?US WITH GOOD PROCESS
• Proactive• Responding to changes• Focus on your foundation• Repeating past success,
learning from mistakes• Act with Facts
US WITH BAD PROCESS
• Reactive• Reacting to surprises• Apply Duct Tape as
needed• Rebuilding each day, with
only memory as a guide• Act on Faith
US THEM
What We’re About to Cover
• How to get real• How to get regular• How to get tough• How to get started
Get REAL
• Metrics, Metrics and Metrics
• Checklists• Handbook• Balance Sheet • Income Statement • Cash Flow
The Dreaded Trap of Growth
Metrics to Win With
From Autotask• Monthly Recurring
Revenue (MRR)– Average– Total
• MRRROI (acronym FTW)
• Time To Close• Tech Utilization• Issue Type
From Finance App• Balance Sheet• Income Statement• Cash Flow• Credit Line Status• Expenses
– Recurring– Dynamic
• Open Invoices/Bills
MRR? Average MRR? MRRROI?MRROOFF? MRROWF ROWF? MRRRRRRUFF?
Utilization?Time to Close?
Low Utilization Slow Close Fast Close
High Utilization Slow Close
Fast Close
Balance SheetIncome Statement Cash Flow Compare YTD Identify Slow Periods Why do shops fail?
No receivables?NO CASH
GET REGULAR:With Scheduled Reports
• Daily• Weekly• Monthly
DAILY “COFFEE” REPORTS
Tickets Opened
Tickets Closed
Tickets Remaining
Hours/Utilization (Per Tech)
WEEKLY “PIZZA BAGEL” REPORT
Project Status
Hunter/Farmer Report
• Per Tech• Total/Average
Hours/Utilization
• Balance Sheet• Collections
Financial Reports
MONTHLY “LOBSTER” REPORTS
A.M. Visit Schedule
Contract Expiration
Warranty Exp & HW Review
Customer Activity
Update MRR and P&L
GET TOUGH1: Eat Lightning.2: Crap Thunder3: There IS no Step 3
GETTING TOUGH
• Staff• Clients• Vendors• Yourself
Staff Review Criteria• Punctuality
– Arrival– Ticket Entry
• Popularity– With Clients– With Co-Workers
• Effectiveness– Communications– Discovery– Solutions (the work)
• Commitment– To You– To Their Career– To The Clients
Staff Review
• Schedule• Narrow Range• Raise for a 4+
Average• Don’t Be Afraid to
Give 2’s• Fire any 1’s.
THE SECRET PHRASE TO EASE SEPARATION
• “…It’s not working out.”
The Secret… to a Successful Separation.
IF PERFORMANCE BASED:•“I didn’t do this to you. You did this to you.”
IF ECONOMIC BASED:•It’s them or the WHOLE company.
Client Review/Termination
Why?• Not satisfied with you• Cannot be made
profitable• Won’t listen to you• Keeps you up at night• Caller ID makes you sad
Why Not?• Every customer is a good
customer?• You will have to close doors
without them?• You’re “friends”?
THE ONLY REASON YOU CAN’T: You are under contract.
Vendor Review/Termination
Why?
• Bad Product• Bad Support• Direct Competitor
– Dell– ConnectWise– Apple Store
• Not Profitable– <5%– Time– Mindshare
Why Not?• Change is hard• 5% kickback is so important• You’re “friends”?
THE ONLY REASON YOU CAN’T: You are under contract.
What about YOU?
Yeah, YOU.Surveys, Surveys, Surveys
Three Rules for Surveys• Short• Simple• Rewarding
– No Trip to Disney Required– Just do something– Fix the problem
Get Away, Far Away Turn off the email Open a notebook and write Make a list of customers Make a list of target
customers Dream bigger
GET STARTED
HIRE A COACH! FURTHER READING!
• Bird By Bird –Anne Lamont
• What Got You Here Won’t Get You There-Marshall Goldsmith
• E-Myth Revisited-Michael E. Gerber
• Five Dysfunctions of a Team-Patrick Lencioni
THANKS!
Tip your waitress, try the veal, I’m here all week.
Second show is completely different than the first.
Thanks Tom!
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HOW TO STOP BEING SUCH A WHINER & START OBEYING PROCESS
Rich AkullianBusiness Development Manager
Tom ClancyVice President
Valiant [email protected]