David Walter

“Imagine a world where your IT needs are met with the wave of a wand, and your business thrives without ever having to search for another IT partner again.” Introduction: In the enchanting world of fairytales, Cinderella’s journey from rags to riches is a timeless story of transformation and finding true happiness. Just like Cinderella found … Read more

“Honesty is the first chapter in the book of wisdom.” – Thomas Jefferson Have you ever wondered what would happen if a company decided to tell the unvarnished truth about itself? Inspired by a Seinfeld episode called “Opposite,” where George Costanza decides to do the opposite of his instincts and starts telling the truth, we decided to … Read more

“Customer service is not a department, it’s an attitude.” — Thibaut Martin, former head of Customer Experience at Otrium. This quote perfectly encapsulates the essence of what makes great customer service stand out. But how does this translate to the world of IT help desks? Imagine a scenario where your employees are waiting for IT support, … Read more

“The journey is what brings us happiness, not the destination.” – Dan Millman As a business that relies on outsourced Managed IT services, receiving a negative Smile Back score can be disheartening. It can feel like a reflection of poor service and unmet expectations. However, much like the journey of Chris Gardner in “The Pursuit of … Read more

“Work like hell. I mean you just have to put in 80-to-100-hour weeks every week. [This] improves the odds of success.” – Elon Musk Have you ever wondered how some people seem to achieve so much more in the same 24 hours we all have? What if the secret to success lies in a strategy … Read more

“I’m going to need those TPS reports… ASAP. So, if you could do that, that would be great.” – Bill Lumbergh, Office Space In the world of Managed IT Services, many service desk managers can remind us of Bill Lumbergh from Office Space. Lumbergh’s monotonous demand for TPS reports mirrors the insistence of some IT managers … Read more

“Why, sometimes I’ve believed as many as six impossible things before breakfast.” – Lewis Carroll, Alice in Wonderland Have you ever wondered how a simple compliment can transform an interaction? How can a few kind words turn an uninvited guest into a cherished friend? In this article, we explore the power of sincere compliments through the whimsical … Read more

“Shall we play a game?” – War Games (1983) Have you ever wondered how hacking has evolved from the playful antics of teenagers in the 1980s to the sophisticated cyber threats we face today? How did we go from kids hacking into government computers for fun to dealing with malevolent hackers who can cripple businesses … Read more

“Good is the enemy of great. And that is one of the key reasons why we have so little that becomes great…Few people attain great lives, in large part because it is just so easy to settle for a good life.” – Jim Collins, Good to Great Have you ever wondered why some IT service desks excel … Read more

“Are you paying your MSP to market to you?” This question might seem ironic, but it’s a reality for many end users. Small to medium-sized Managed Service Providers (MSPs) often lack the vision or business acumen to leverage Market Development Funds (MDF) from vendors to market their businesses. This oversight can lead to an unexpected … Read more