Send us a text

Digital accountability has revolutionized customer service—and it's the best thing that ever happened.
With everyone carrying a camera and a megaphone in their pocket, businesses can no longer hide behind poor service. Yelp scores, online reviews, and viral moments now reveal the true character of an organization.

This radical transparency brings us to what customer experience expert John DeJulius calls the “Service Recovery Paradox”—the counterintuitive truth that customers whose problems are brilliantly resolved often become more loyal than those who never had a problem at all. The formula is deceptively simple: respond quickly, own the issue without deflection, and overcorrect with generosity that surprises and delights.

Take the story of a customer whose suit jacket was ruined by hair color at John’s salon. Rather than argue over responsibility or offer the bare minimum, John immediately sent a check covering the entire suit—and added a complimentary massage as an apology. The result? Not only did the customer continue her patronage, she referred 18 new clients over the next year. All from a $275 investment no traditional marketing could match. As John puts it:
“What advertising could I spend $275 on and get 18 new customers?”

His philosophy extends to the “If it gets to me, it’s free” policy, where his personal cell phone number is prominently displayed in every salon. This creates accountability among managers (since escalated complaints impact their bonuses) and shows supreme confidence to customers. Surprisingly, adding his number didn’t increase calls—it increased email feedback, as customers recognized his genuine commitment to service excellence.

So, are you treating complaints as costly nuisances—or as million-dollar opportunities to create brand evangelists?
Remember John’s advice to skeptical employees:
“Be naive, not paranoid.”
Trust your customers by default, and watch your business transform through the power of exceptional service recovery.

Support the show

Links to Follow Empower & Elevate Podcast 24/7:

• https://linktr.ee/empowerelevatepodcast
• https://www.youtube.com/@EmpowerElevatePodcast
• https://www.facebook.com/EmpowerElevatePodcast
• https://www.instagram.com/EmpowerElevatePodcast
• https://www.threads.net/@EmpowerElevatePodcast
• https://www.twitter.com/EmpowerElevateP
• https://www.tiktok.com/@empowerelevatepodcast
• https://www.linkedin.com/company/empowerelevatepodcast

Hi, I’m Marc Thomas, Founder and CEO of Current TEK Solutions and CYBER GUARDIANS. If you or someone you know could benefit from our cutting-edge IT and cybersecurity services, we’d love to help. Reach out to us today to learn how we can secure and elevate your business. https://www.currentTEKsolutions.com

Send us a text

The power of necessity as a driver of innovation shines in this remarkable conversation with a tech entrepreneur who turned childhood hardship into business success.

Growing up in foster care and group homes without parents, he faced challenges most of us can’t imagine—where government assistance covered only the bare essentials and violence and negativity were daily realities.

School became his sanctuary. While many of his peers from similar backgrounds tragically ended up incarcerated, addicted, or lost to suicide, he found refuge in computer labs. Compassionate teachers, who stayed hours after closing time, gave him access to technology he couldn’t afford at home. This opportunity sparked not only technical skills but also an entrepreneurial spirit. By age thirteen, he was coding, repairing computers, and finding ways to generate income—sometimes just enough for a t-shirt he otherwise couldn’t buy.

What began as survival tactics evolved into strategic business moves. From swapping computer repairs for home-cooked meals to creating shareware security tools that helped pay for college, every step led to greater success. He pioneered managed services before "MSP" became standard industry language, built custom VoIP platforms before the technology was mainstream, and eventually expanded into cybersecurity and cloud services.

His journey is a powerful reminder that resilience, talent, and determination can turn adversity into achievement—and that innovation often begins with necessity.

Want more stories of transformation and innovation? Subscribe to our podcast and join the conversation about how entrepreneurs are reshaping the tech landscape through resilience and vision.

Support the show

Links to Follow Empower & Elevate Podcast 24/7:

• https://linktr.ee/empowerelevatepodcast
• https://www.youtube.com/@EmpowerElevatePodcast
• https://www.facebook.com/EmpowerElevatePodcast
• https://www.instagram.com/EmpowerElevatePodcast
• https://www.threads.net/@EmpowerElevatePodcast
• https://www.twitter.com/EmpowerElevateP
• https://www.tiktok.com/@empowerelevatepodcast
• https://www.linkedin.com/company/empowerelevatepodcast

Hi, I’m Marc Thomas, Founder and CEO of Current TEK Solutions and CYBER GUARDIANS. If you or someone you know could benefit from our cutting-edge IT and cybersecurity services, we’d love to help. Reach out to us today to learn how we can secure and elevate your business. https://www.currentTEKsolutions.com

Send us a text

Ever searched frantically for glasses perched on your head or keys clutched in your hand? These everyday moments reflect a deeper truth about human perception: scotomas—cognitive blind spots that hide crucial realities in plain sight.

In this eye-opening conversation, we explore how these blind spots create resistance and limit our potential. We share a humbling personal story—a moment when, despite being “the boss applesauce” with all the trappings of success, failing a simple perception exercise became a spine-straightening catalyst for transformation. It wasn’t a test of intelligence but of awareness—the ability to see what’s right in front of you.

These blind spots often appear where you’re working hard but not breaking through—where familiar efforts yield the same frustrating results. They're usually rooted in outdated beliefs drawn from past emotional experiences and misapplied to present challenges. The good news? You can overcome them—through appreciative inquiry, outside perspective, and targeted exercises that turn insight into action.

We dive deep into practical strategies for uncovering what you can’t yet see—especially in those areas that keep you up at night. By replacing limiting beliefs with liberating ones, goals that once felt impossible become attainable. Just like the story we share—of rising from commission-based sales to CEO—transformation comes incrementally, as you learn to run toward the roar instead of away from it.

Ready to uncover what’s been hiding in plain sight? Listen now and discover how shifting your perception might just be your greatest competitive edge—and the key to unlocking your next breakthrough.

Support the show

Links to Follow Empower & Elevate Podcast 24/7:

• https://linktr.ee/empowerelevatepodcast
• https://www.youtube.com/@EmpowerElevatePodcast
• https://www.facebook.com/EmpowerElevatePodcast
• https://www.instagram.com/EmpowerElevatePodcast
• https://www.threads.net/@EmpowerElevatePodcast
• https://www.twitter.com/EmpowerElevateP
• https://www.tiktok.com/@empowerelevatepodcast
• https://www.linkedin.com/company/empowerelevatepodcast

Hi, I’m Marc Thomas, Founder and CEO of Current TEK Solutions and CYBER GUARDIANS. If you or someone you know could benefit from our cutting-edge IT and cybersecurity services, we’d love to help. Reach out to us today to learn how we can secure and elevate your business. https://www.currentTEKsolutions.com

Send us a text

Kindness might be the most undervalued currency in our fast-paced world. This conversation explores how approaching situations with positivity can transform not just outcomes, but our entire experience.

When travel plans go awry or technology fails, our first instinct might be frustration. Yet, as personal stories reveal, treating the person behind the counter or the technician on the phone with genuine kindness consistently leads to better results. “I’ve never missed a flight,” shares one speaker, explaining how a smile and understanding attitude has gotten them onto fully booked planes—while others remained stranded.

The conversation takes a powerful turn when it shifts to perspective. A poignant story about a grandfather who spent his final hours angry over a minor workplace incident serves as a stark reminder to ask ourselves: Will this matter five years from now? The recent CrowdStrike-Microsoft incident offers another example—the technician helping you didn’t cause the problem, yet bears the brunt of customer frustration. Treating support staff with respect not only honors their humanity, but often gets your systems back online faster.

COVID taught us that we can slow down without the world falling apart. Perhaps that’s the lasting lesson we need: take a breath before reacting, recognize the humanity in others, and understand that most frustrations are temporary. Your positive attitude creates ripples far beyond the moment.

What small gesture of kindness might you offer today?

Support the show

Links to Follow Empower & Elevate Podcast 24/7:

• https://linktr.ee/empowerelevatepodcast
• https://www.youtube.com/@EmpowerElevatePodcast
• https://www.facebook.com/EmpowerElevatePodcast
• https://www.instagram.com/EmpowerElevatePodcast
• https://www.threads.net/@EmpowerElevatePodcast
• https://www.twitter.com/EmpowerElevateP
• https://www.tiktok.com/@empowerelevatepodcast
• https://www.linkedin.com/company/empowerelevatepodcast

Hi, I’m Marc Thomas, Founder and CEO of Current TEK Solutions and CYBER GUARDIANS. If you or someone you know could benefit from our cutting-edge IT and cybersecurity services, we’d love to help. Reach out to us today to learn how we can secure and elevate your business. https://www.currentTEKsolutions.com

Send us a text

"Community is not about belonging. It’s about belonging to something that makes belonging matter."

This powerful distinction lies at the heart of our conversation about what genuine community means in today’s business landscape.

When businesses confuse having customers with having community, they miss the transformative power of authentic connection. True community emerges when we help others grow without constantly asking, “What’s in it for me?” The results are extraordinary—customers evolve into passionate advocates, sales conversations shift into relationship-building opportunities, and everyone thrives together.

During COVID, this spirit of community came alive through weekly support calls, where 40–60 people gathered to navigate uncertainty. These calls helped nearly 20 businesses secure PPP loans, sparked marketing breakthroughs, and even led to successful acquisitions. Today, the gatherings continue as a space where people freely exchange knowledge and offer emotional support. Initiatives like collecting donations for food banks and aiding struggling local businesses showed how small acts of kindness can ripple outward with lasting impact.

MSPs often act as “first responders of the business world,” protecting not just operations—but livelihoods. When we embrace this responsibility, our mindset shifts from transactions to transformation. The beautiful paradox? By focusing less on sales and more on service, business naturally grows. When vendors educate MSPs instead of selling to them, and MSPs champion client success over upselling, clients don’t need to be pursued—they seek you out.

Have you felt the difference between belonging to a network and being part of a true community? We’d love to hear your story. Connect with us and share how community has shaped your business journey.

Ken Patterson on LinkedIn:
https://www.linkedin.com/in/kenpatterson16

Support the show

Links to Follow Empower & Elevate Podcast 24/7:

• https://linktr.ee/empowerelevatepodcast
• https://www.youtube.com/@EmpowerElevatePodcast
• https://www.facebook.com/EmpowerElevatePodcast
• https://www.instagram.com/EmpowerElevatePodcast
• https://www.threads.net/@EmpowerElevatePodcast
• https://www.twitter.com/EmpowerElevateP
• https://www.tiktok.com/@empowerelevatepodcast
• https://www.linkedin.com/company/empowerelevatepodcast

Hi, I’m Marc Thomas, Founder and CEO of Current TEK Solutions and CYBER GUARDIANS. If you or someone you know could benefit from our cutting-edge IT and cybersecurity services, we’d love to help. Reach out to us today to learn how we can secure and elevate your business. https://www.currentTEKsolutions.com

Send us a text

What happens when you sell the business you've built from the ground up? More importantly, who will take care of the clients who’ve trusted you for years?

These questions lie at the heart of a powerful conversation about the human side of business exits. While most discussions around mergers and acquisitions focus on valuation multiples and deal structures, this one dives into the relationship dynamics that truly define success.

When fielding acquisition calls, savvy business owners flip the script. Yes, potential buyers are evaluating your business—but you should be interviewing them just as thoroughly. Will they maintain your service standards? Will your clients enjoy working with them? The sale becomes less about walking away and more about ensuring continuity for those who helped build your success.

Most sellers focus solely on the financial payday, but this narrow lens overlooks the bigger picture. Your business isn’t just an asset—it’s a living entity with stakeholders who rely on it. The real shift happens when you begin seeing yourself not just as the owner, but as a shareholder. This mindset change can transform your approach, helping you extract value while preserving what you’ve built.

For small business owners whose net worth is largely tied to their company, exit planning is critical. Working with financial advisors, attorneys, and accountants on a regular basis opens up options beyond simply “staying in the seat until you pass.” There are multiple ways to secure your future while ensuring the business thrives without you.

Ready to think differently about your future? Start by viewing yourself as a shareholder in your own enterprise—and begin planning for the day your business continues its journey, with or without you at the helm.

Williams Logistics:
https://waionline.com/transport-usa

Micheal McKeen on LinkedIn:
https://www.linkedin.com/in/michealmckeen

Support the show

Links to Follow Empower & Elevate Podcast 24/7:

• https://linktr.ee/empowerelevatepodcast
• https://www.youtube.com/@EmpowerElevatePodcast
• https://www.facebook.com/EmpowerElevatePodcast
• https://www.instagram.com/EmpowerElevatePodcast
• https://www.threads.net/@EmpowerElevatePodcast
• https://www.twitter.com/EmpowerElevateP
• https://www.tiktok.com/@empowerelevatepodcast
• https://www.linkedin.com/company/empowerelevatepodcast

Hi, I’m Marc Thomas, Founder and CEO of Current TEK Solutions and CYBER GUARDIANS. If you or someone you know could benefit from our cutting-edge IT and cybersecurity services, we’d love to help. Reach out to us today to learn how we can secure and elevate your business. https://www.currentTEKsolutions.com

Send us a text

What does it take to build a successful career in the technology channel?
The answer might surprise you. It's not technical prowess—or even owning a computer. It's relationships.

The journey from industry outsider to respected insider shows how a few key connections can completely transform your career. Entering the MSP ecosystem without a technical background? Your ability to form genuine, lasting relationships becomes your greatest asset.

This approach has even earned a name: the Rob Ray effect—where consistent, authentic interactions at industry events build over time, compounding into a powerful network that opens doors throughout your career.

Success in the channel means pushing beyond your comfort zone: showing up to early breakfast meetings you'd rather skip, staying late at the lobby bar to meet three new people, or sharing random whale facts that make you unforgettable. These relationship-building habits pay off—especially in an industry where who you know can matter just as much as what you know.

Business development exists in nearly every sector—from restaurant beer reps to travel agents to technology vendors—and the core of the job is remarkably similar across all of them. But if you're someone who thrives on connection, craves meaningful interactions, and loves industry events, the MSP channel offers uniquely rewarding opportunities—plus better compensation than many comparable roles.

Curious how your network could transform your future?
Tune in now to discover the relationship-building secrets that can secure your place in the tech world—no coding skills required.

Support the show

Links to Follow Empower & Elevate Podcast 24/7:

• https://linktr.ee/empowerelevatepodcast
• https://www.youtube.com/@EmpowerElevatePodcast
• https://www.facebook.com/EmpowerElevatePodcast
• https://www.instagram.com/EmpowerElevatePodcast
• https://www.threads.net/@EmpowerElevatePodcast
• https://www.twitter.com/EmpowerElevateP
• https://www.tiktok.com/@empowerelevatepodcast
• https://www.linkedin.com/company/empowerelevatepodcast

Hi, I’m Marc Thomas, Founder and CEO of Current TEK Solutions and CYBER GUARDIANS. If you or someone you know could benefit from our cutting-edge IT and cybersecurity services, we’d love to help. Reach out to us today to learn how we can secure and elevate your business. https://www.currentTEKsolutions.com

Send us a text

What happens when someone pushes the boundaries of their potential? Ashley's journey—from working in a hot dog factory to becoming a Vice President of Human Resources—is a testament to the power of self-belief and determination.

Raised in a blue-collar family with no clear path to college, Ashley never envisioned an executive career. At 20, as a single mother, she walked into a staffing agency looking for work—only to leave with an opportunity that would launch her into the world of HR. "I wanted to be a mom my son could be proud of," she shares, describing how motherhood became the driving force behind her ambition.

In our conversation, Ashley reflects on how The 7 Habits of Highly Effective People transformed her approach to personal and professional growth. Now a certified facilitator, she’s introduced these principles across multiple companies, creating what she calls "a common leadership language" from the executive level down. Her biggest personal challenge? Redefining her relationship with food—moving from seeing it as a source of comfort to making healthier choices while still enjoying life.

At the core of Ashley’s philosophy is the belief that "we don’t fail, we learn." Her story proves that with mentorship, education (earning her bachelor’s, master’s, and MBA), and relentless commitment, it’s possible to break past limitations. Ready to unlock your own potential? Listen now and take the first step in your transformation.

Support the show

Links to Follow Empower & Elevate Podcast 24/7:

• https://linktr.ee/empowerelevatepodcast
• https://www.youtube.com/@EmpowerElevatePodcast
• https://www.facebook.com/EmpowerElevatePodcast
• https://www.instagram.com/EmpowerElevatePodcast
• https://www.threads.net/@EmpowerElevatePodcast
• https://www.twitter.com/EmpowerElevateP
• https://www.tiktok.com/@empowerelevatepodcast
• https://www.linkedin.com/company/empowerelevatepodcast

Hi, I’m Marc Thomas, Founder and CEO of Current TEK Solutions and CYBER GUARDIANS. If you or someone you know could benefit from our cutting-edge IT and cybersecurity services, we’d love to help. Reach out to us today to learn how we can secure and elevate your business. https://www.currentTEKsolutions.com