Building trust as an MSP during crises

Memoirs of a Gully Boy Episode 36: #Trust – The Foundation of Impactful Leadership Trust is the cornerstone of every successful relationship, whether it’s with your team, clients, or stakeholders. It’s the invisible currency that fosters collaboration, inspires loyalty, and drives meaningful results. Earning Trust in the Early Days In one of my first leadership roles, I was tasked with managing a team of seasoned professionals who were skeptical about my approach. I knew that earning their trust wouldn’t happen overnight. Instead of asserting authority, I spent the initial weeks observing, listening, and understanding their challenges. When I finally proposed changes, they were based on what I had learned from the team. The response was overwhelmingly positive because they felt heard and respected. Trust wasn’t built with grand gestures but through small, consistent actions that demonstrated empathy and accountability. Lesson 1: Trust is earned through listening and delivering on promises, not by demanding it. Building Client Trust in a Crisis A project for a major client once faced an unexpected technical failure just days before launch. The client was understandably frustrated, and tensions ran high. Instead of deflecting blame or downplaying the issue, I took full ownership, provided a transparent timeline for resolution, and kept them updated at every step. This approach turned a potentially damaging situation into an opportunity to strengthen the relationship. The client appreciated the honesty and accountability, and our partnership grew stronger as a result. Lesson 2: Trust thrives on transparency, especially in challenging times. Empowering Teams Through Trust Trust isn’t just about earning it for yourself—it’s about extending it to others. During a high-pressure system migration project, I delegated critical tasks to team members who were relatively new. While some questioned the decision, I trusted their capabilities and provided the necessary support. Their performance exceeded expectations, and the project was a resounding success. That experience reinforced that trust empowers individuals to rise to challenges and reach their potential. Lesson 3: Trust isn’t a risk; it’s an investment in people’s growth and confidence. Sustaining Trust Through Integrity Trust, once broken, is hard to rebuild. Over the years, I’ve learned that the simplest way to sustain trust is to lead with integrity. Whether it’s meeting deadlines, delivering quality, or admitting mistakes, consistency in actions speaks louder than words. In one instance, a client project faced delays due to unforeseen challenges. Rather than overpromising and underdelivering, I laid out a realistic plan and ensured that every milestone was met thereafter. That consistency solidified trust, even in difficult circumstances. Lesson 4: Trust is maintained through unwavering integrity and consistent follow-through. To be continued...

Organizational Trauma: The Recovery Killer Your Change Plan Ignores After Capital One's 2019 data breach exposing 100 million customers' information, leadership rushed to transform: new security platforms, restructured teams, revised processes. Despite urgent implementation, adoption lagged, talent departed, and security improved more slowly than expected. What they discovered—and what I've observed repeatedly in financial services—is that organizations can experience collective trauma that fundamentally alters how they respond to change. 🪤 The Post-Crisis Change Trap When institutions experience significant disruption, standard change management often fails. McKinsey's research shows companies applying standard OCM to traumatized workforces see only 23% transformation success, compared to 64% for those using trauma-informed approaches. ❌ Why Traditional OCM Fails After Crisis Hypervigilance: Organizations that have experienced crisis develop heightened threat sensitivity. Capital One employees reported spending time scanning for threats rather than innovating. Trust Erosion: After their breach, Capital One faced profound trust challenges—not just with customers, but internally as well. Employees questioned decisions they previously took for granted. Identity Disruption: The crisis challenged Capital One's self-perception as a technology leader with superior security. 💡 The Trauma-Informed Change Approach Capital One eventually reset their approach, following a different sequence: 1. Safety First (Before planning transformation) - Created psychological safety through transparent communication - Established consistent leadership presence - Acknowledged failures without scapegoating 2. Process the Experience (Before driving adoption) - Facilitated emotional-processing forums - Documented lessons without blame - Rebuilt institutional trust through consistent follow-through 3. Rebuild Capacity (Before expecting performance) - Restored core capabilities focused on team recovery - Invested in resilience support resources - Developed narrative incorporating the crisis 4. Transform (After rebuilding capacity) - Created new organizational identity incorporating the crisis - Shifted from compliance to values-based approach - Developed narrative of strength through adversity 5. Post-Crisis Growth - Built resilience from the experience - Established deeper stakeholder relationships - Transformed crisis into competitive advantage Only after these steps did Capital One successfully implement their changes, achieving 78% adoption—significantly higher than similar post-breach transformations. 🔮 The fundamental insight: Crisis recovery isn't just about returning to normal—organizations that address trauma can transform crisis into opportunity. Have you experienced transformation after organizational crisis? What trauma-informed approaches have you found effective? #CrisisRecovery #ChangeManagement #OrganizationalResilience

An unexpected crisis can either break you or make you. Here's what we did. Recently, a mid-sized tech firm faced a storm. A data breach compromised customer data. The media pounced, labeling them reckless. But instead of retreating, we helped the CEO face the music. In a daring press conference, he owned the failure openly, without a polished script. He spoke raw truth. What happened next shocked everyone. → He didn’t just acknowledge the setback. → He detailed the steps to regain trust. This wasn’t a vague promise. He committed to transparency - sharing weekly updates about every move the company made. Slowly, customers began to trust again. The CEO didn’t stop there. They invested heavily in security, hired former critics to guide improvements, and established a customer feedback loop to shape product development. Employees were encouraged to voice challenges. Creating an open and trusting atmosphere. As time passed, the narrative shifted. The company morphed from a pariah to a resilient, trustworthy brand. Customers who once doubted became advocates. Impressed by the genuine leadership. That breach? It became a story of redemption. Here’s the key takeaway: Authenticity and transparency can transform a crisis into an opportunity. When you lead with unwavering values, you don’t just survive challenges. You thrive. Are you ready to adopt this power of leadership?

Too many MSPs push solutions instead of listening—don’t make that mistake. As I continue my mission to interview 100 MSPs, I had the opportunity to talk with Kevin Barros while we were at Growcon 2024. And there were two major takeaways, but first, let me share why you should listen to him. Kevin started his MSP in 2017. Now, just eight years later, he has 45 team members... What's even crazier, they jumped from 12 to 45 (organically) since 2020. So if you're struggling to grow, I'd listen to Kevin. Now for my two takeaways! 1. Listen to Your Clients – Don’t Assume You Know What They Want Kevin shared that one of the biggest reasons for his success is simple: he listens. Too many businesses push solutions instead of asking questions. But Kevin flips that around—he lets his clients tell him their real struggles and then finds ways to solve them. Even if it's not something his MSP can directly solve, he still listens and will find someone who can help. That’s how you build trust, and trust leads to growth. 2. Your Mindset Sets Your Ceiling Kevin was running his MSP when he looked around and saw competitors with 100, even 300 employees. That forced him to ask: Why not us? So instead of saying it could never be him, he and his team embraced the challenge and decided they could do it too. The result? Growing from 12 to 45 employees in four years. The Challenge for You: 1️⃣ Are you truly listening to your clients, or are you assuming what they need? 2️⃣ Are you limiting your own growth because of your mindset? #MSPGrowth #MSPMindset #MSP

I don't know who needs to hear this, but when you're responding to a crisis, the public doesn’t expect perfection - they want honesty, speed, and empathy. Many organizations assume they’ll be judged harshly for not having all the answers immediately. So, they delay communicating until they can “get it right.” But this often backfires. (And we see this far too frequently!) What surprises leaders new to crisis response is when I share with them that a fast, transparent, and human response, even if incomplete, often builds more trust than a polished but delayed one. Here are five more surprising truths: 1. Silence is a statement. Saying nothing, even while “investigating,” often communicates guilt or indifference. Take accountability and own your crisis. 2. Your first message will set the tone - publicly and internally. Stakeholders will remember your tone and timing, even more than the words you say. Be calm, compassionate and make it about THEM. 3. Speed often matters more than detail. People need reassurance and clarity quickly. You can fill in the facts later. Tell them what they need to know NOW. Remember, they can only remember three key things - keep it simple. 4. People will believe someone, if not you, then someone else. If you’re not telling your story, others will fill the gap—often with misinformation, which creates additional challenges. Be first and be fast. 5. Employees are often your most important audience. They can be your best ambassadors or your greatest risk, especially if they feel forgotten or misinformed. Let them help you disseminate your messaging by keeping them informed. #CrisisCommsTips #Response #EmergencyManagement #Leadership #PublicInformation