#13 Amy Luby: The Turnaround Playbook: Lessons from a $33M Collapse
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#13 Amy Luby: The Turnaround Playbook: Lessons from a $33M Collapse
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Most MSPs don’t see the crash coming. Revenue looks strong, but cash is vanishing. Customers start quietly slipping away. In this episode, channel veteran and Chief Channel Evangelist Amy Luby joins James Steel to break down what really causes churn, where misalignment starts, and how she helped turn around an MSP that fell from $33M to $11M.
From raw client conversations to rebuilding trust and simplifying the service stack, this one’s packed with real-world advice for MSP owners navigating growth, chaos, and operational strain.
You’ll learn:
🌱 Early warning signs you’re about to lose clients
🌱 How to fix delivery misalignment before it causes churn
🌱 Why standardising your offer is more powerful than expanding it
🌱 The cultural shift MSPs need to make next
🌱 The one question to open every sales conversation with
Episode highlights:
00:00 – Why your biggest risk is hidden
06:00 – Selling into misalignment: the silent churn trigger
12:15 – Cashflow lies: when revenue looks good but isn't
20:05 – How to rebuild trust with failing clients
28:00 – Why ‘best practices’ might be hurting you
33:40 – Future of MSPs: orchestration over operations
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Learn more: https://salesbuildr.com
Connect with Amy: https://www.linkedin.com/in/amyluby/
#MSP #Churn #CustomerExperience #HarvestPodcast #Salesbuildr #MSPgrowth #ChannelSales #ServiceMisalignment