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There are few documents more important to an MSP than its Master Services Agreement. There are also few documents MSP owners spend less time thinking about. The pattern is pretty common. Someone starts an MSP and needs a contract. They find one online, borrow one from another MSP, download a template from a peer group, or modify an agreement they used somewhere else. Maybe an attorney reviews it. Then the agreement starts getting signed and nobody thinks much about it again.

Meetings may be one of the least examined expenses in an MSP. We scrutinize software licenses. We track technician utilization. We look at agreement gross margin, project overruns, and labor costs. Then we put eight relatively expensive people in a conference room for an hour every week without giving much thought to what that hour actually produces. That meeting isn't costing you one hour. It's costing you eight. If it happens every week, that's more than 400 hours a year. A

Seems like every peer group meeting or MSP industry event I attend, MSP owners are spending a lot of time talking about culture. They organize lunches, plan outings, buy swag, create contests, add games to the office, celebrate birthdays, form culture committees, and hand out awards. None of those things are inherently bad. But they aren't culture. At best, most of them are employee engagement activities. People may enjoy them. They may provide a temporary lift. Some are abso