Autotask how to stop being a whiner 2013

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  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.
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  • 1. HOW TO STOP BEING SUCH A WHINER & START OBEYING PROCESS Rich Akullian Business Development Manager Autotask rakullian@autotask.com Tom Clancy Vice President Valiant Technology tom@valiant-ny.com
  • 2. WEBINAR AND WEBEX OVERVIEW If you are experiencing technical issues, please notify me, the marketing host, via the chat box at the right side of your screen. Questions for our panelists can be entered in the Q&A Box at the right hand side of your screen. There will be a Q&A session at the conclusion of the webinar.
  • 3. WEBINAR INFO – ON DEMAND AND LIVE
  • 4. POST WEBINAR SURVEY A post webinar survey will appear in your browser at the conclusion of the webinar. We appreciate your participation and feedback!
  • 5. HOW TO STOP BEING SUCH A WHINER & START OBEYING PROCESS Rich Akullian Business Development Manager Autotask rakullian@autotask.com Tom Clancy Vice President Valiant Technology tom@valiant-ny.com
  • 6. TRUE CONFESSION Don’t believe every word. I might be exaggerating.
  • 7. Sound Familiar? US WITH GOOD PROCESS US THEM • 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
  • 8. What We’re About to Cover • How to get real • How to get regular • How to get tough • How to get started
  • 9. Get REAL • Metrics, Metrics and Metrics • Checklists • Handbook • Balance Sheet • Income Statement • Cash Flow
  • 10. The Dreaded Trap of Growth
  • 11. 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
  • 12. MRR? Average MRR? MRRROI? MRROOFF? MRROWF ROWF? MRRRRRRUFF?
  • 13. Utilization? Time to Close?  Low Utilization  Slow Close  Fast Close  High Utilization  Slow Close  Fast Close
  • 14. Balance Sheet Income Statement Cash Flow  Compare YTD  Identify Slow Periods  Why do shops fail? N NOo reCceAivaSbleHs?
  • 15. GET REGULAR: With Scheduled Reports • Daily •Weekly • Monthly
  • 16. DAILY “COFFEE” REPORTS Tickets Opened Tickets Closed Tickets Remaining Hours/Utilization (Per Tech)
  • 17. WEEKLY “PIZZA BAGEL” REPORT Project Status Hunter/Farmer Report Hours/Utilization • Per Tech • Total/Average Financial Reports • Balance Sheet • Collections
  • 18. MONTHLY “LOBSTER” REPORTS A.M. Visit Schedule Contract Expiration Warranty Exp & HW Review Customer Activity Update MRR and P&L
  • 19. GET TOUGH 123:: TCEhraeptr e LT IihSgu hnntodn eSinrtegp. 3
  • 20. GETTING TOUGH • Staff • Clients •Vendors •Yourself
  • 21. 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
  • 22. Staff Review • Schedule • Narrow Range • Raise for a 4+ Average • Don’t Be Afraid to Give 2’s • Fire any 1’s.
  • 23. THE SECRET PHRASE TO EASE SEPARATION • “…It’s not working out.”
  • 24. 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.
  • 25. 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.
  • 26. 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.
  • 27. What about YOU? SuYrevaehy,s Y, SOuUr.veys, 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
  • 28. GET STARTED
  • 29. 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
  • 30. THANKS! Tip your waitress, try the veal, I’m here all week. Second show is completely different than the first.
  • 31. Thanks Tom!
  • 32. CONNECT WITH US! twitter.com/Autotask facebook.com/Autotask Youtube.com/Autotask linkedin.com/company/autotask
  • 33. SPECIAL OFFER! Buy Autotask Pro Get US $1,000 Voucher! *Good for up to 50% of services up to $1,000 For new customers who buy Autotask today through May 31st 2013 sales@autotask.com 518-720-3500 x1 E-mail sales@autotask.com for more info on Autotask! Subject: “tclancy050113– $1,000 Voucher for Pro” Call sales at 518-720-3500 x1
  • 34. HOW TO STOP BEING SUCH A WHINER & START OBEYING PROCESS Rich Akullian Business Development Manager Autotask rakullian@autotask.com Tom Clancy Vice President Valiant Technology tom@valiant-ny.com
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