At his March 24 Channel Partners Conference & Expo session, Managed Services Providers Association of America (MSPAA) president David Jooste will focus on the critical link between decision-making, profitability, and customer perspective. Jooste will help MSPs discover how seemingly small choices ripple through their organization, shaping financial outcomes and driving your business forward

We caught up with Jooste to gain more insight into his session, The Bottom Line: Every Decision Impacts Your Reputation, that will be part of Channel Partners Conference's MSP Summit.

Channel Partners: First, can you provide a quick description of Managed Service Providers Association of America’s mission?

Jooste: The Managed Service Providers Association of America (MSPAA) is dedicated to supporting and promoting the interests of MSPs in the United States. Its mission is to provide a platform for the US business community to find, select and connect with valuable IT resources. The MSPAA works to foster collaboration among MSPs, vendors, and business professionals, driving innovation and awareness for MSPs.

David Jooste

CP: What are some common mistakes MSPs make when allocating resources, and how can they avoid them?

Jooste: MSPs should ensure their branding is consistent across all customer touchpoints — website, social media, marketing materials, and client communications. This builds trust and recognition.

Clearly articulate what sets you apart from competitors. Whether it's your specialized expertise, customer service, or unique solution offerings, make sure your audience understands why they should choose you.

Don't overlook the power of customer retention. Long-term, happy clients are more likely to refer your services and provide repeat business. Regular check-ins, customer support, and personalized services go a long way

Get involved in industry events [like those hosted by MSPAA] to connect with other MSPs, vendors, and potential clients. Even with limited resources, building a strong network of industry contacts can lead to partnerships

CP: What are some of the best practices you’ll be sharing for MSPs to implement in their daily operations that will lead to positive financial outcomes?

Jooste: To ensure their decisions lead to positive financial outcomes, it's important to establish best practices that enhance efficiency, customer satisfaction, and overall business performance. The key is to maintain a balance between operational efficiency, quality service delivery, and strategic growth initiatives.

CP: What are some of the most common decision-making pitfalls MSPs fall into that can negatively affect both customer satisfaction and profitability?

Jooste: Offering services at too low a price in an effort to win customers can result in unsustainable profit margins. This may lead to under-servicing clients, overworking staff, and eventually burning out the business.

MSPs often promise more than they can realistically deliver, especially when trying to win a client.

Failing to maintain consistent, proactive communication with clients regarding their needs, ongoing projects, or potential IT challenges can cause misunderstandings.

they sometimes focus more on the technology itself rather than understanding the client’s business goals and needs.

CP: How does technology play a role in the decision-making process for MSPs, and are there specific tools or platforms you recommend to help MSPs make more informed choices?

Jooste: Technology is at the heart of decision-making for every company. By leveraging the right tools and platforms, MSPs can make more informed, data-driven decisions that improve operational efficiency, enhance client relationships, and boost profitability. The combination of automation, security, scalability, and customer management tools empowers MSPs to deliver exceptional service while remaining agile and competitive in the fast-paced IT services industry.

CP: For new MSPs just starting out, what would be your top piece of advice when it comes to developing a decision-making framework that supports growth and profitability?

Jooste: For new MSPs, the decision-making framework should emphasize relationship building, automation, scalability, and operational efficiency. By focusing on these key areas, you establish a solid foundation that supports growth and positions your MSP business for long-term profitability.