From accidental founder to two exits, Alex Farain shares the messy, honest path of building Delaware Micro, selling during COVID, then co-founding Life Cycle Insights and Empath. If you’re an MSP owner sitting at ~$1.5M and wondering how to grow without burning out, this episode gives you battle-tested moves and myth-busting clarity.
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Alex Farling (Empath; formerly Delaware Micro & Life Cycle Insights) unpacks 16+ years of MSP lessons: hiring missteps, 2008 survival, pricing mistakes, and the ops gaps that nearly sank the business—plus the sales-first mindset that ultimately fueled life-changing outcomes. You’ll hear a contrarian “Google-first MSP” play, practical ways to de-commoditize, and how to stop treating QBRs like obituaries and turn them into strategy.
👉 How to avoid the classic per-device pricing trap and rebuild value (revenue per tech, showing ROI, forward-looking roadmaps)
👉 A “Google-first, Chromebook-heavy” MSP thesis to boost scale per engineer and differentiate from Microsoft-centric competitors
👉 Turning QBRs from backward-looking reports into business conversations and budgeted refresh plans your clients will actually read
👉 Why most “lead problems” are really practice problems (build daily outreach, coaching, repeatable motions)
👉 Partner vs. hire: finding an ops complement, dropping the “I must be CEO” ego, and using frameworks (e.g., EOS) to align a team
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🔗 Resources & Links
• Guest/Company: [Add guest/company link here]
• Bering McKinley MSP Consulting: https://beringmckinley.com
⏱️ Chapters
00:00 – Accidental founder: from call center to buying a break/fix shop
03:35 – Surviving 2008 and the “we might miss payroll” moment
08:59 – From break/fix to MSP and the $47/seat mistake
17:09 – Budgeting & refresh planning that clients actually embrace
21:25 – “If I started today: Google-first MSP, Chromebooks, Mac-optional”
24:32 – Stand out or be a commodity: building real differentiation
26:17 – The myth of “I just need more leads” and practicing sales
33:18 – Burnout, boundaries, and hiring leverage (EA, low-value offload)
40:01 – You don’t have to be CEO—find the right operator/partner
45:16 – Rapid-fire: tools, QBRs, compliance, NOC, RMM, KPIs
54:48 – Final encouragement: fail forward, learn fast, keep going
🔍 Primary Keywords
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🔍 Secondary Keywords
connectwise vs autotask, it glue documentation, outsourcing noc, pricing per device pitfalls, msp burnout, eos traction for msps, lifecycle insights, empath
#️⃣ Hashtags
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