Wes SpencerCo-Founder, Empath · Co-Founder of Empath | Recovering Cybersecurity Guy| Keynote Speaker | 2020 Cyber Educator of the Year | Building the MSP Workforce Operating System

Invest in People: The Key to MSP Success #msp

8 Oct 2025 · 2 min

Watch on YouTube

1:44

In this solo presentation, Wes Spencer (speaking as Speaker A) cites Keith Craig, director of learning and development at Empath, to illustrate that owning the same high‑end equipment as a famous band (e.g., Aerosmith) does not make one the band. He parallels this to managed service providers (MSPs), arguing that while MSPs can purchase the best technology stacks, the true differentiator is their people. Tools are described as raw materials, whereas people provide the unique value that sets an MSP apart. Spencer challenges the audience with a blunt question: why do MSPs consistently neglect investing in their staff despite people being the most expensive line item on the P&L and the primary source of competitive advantage? He urges leaders to prioritize people development alongside technology upgrades, emphasizing that neglecting talent is a costly mistake, especially during tough times.

Chapters

You know, it's kind of crazy. I wanted to share this. My buddy here at Empath, Keith Craig, our director of learning and development, said something awesome. He said, you know, I can go to a music store and I can buy the exact same guitars, the exact same drums, the exact same kits and sound panels and steppers and mixers and pedals and all this stuff that I know very little about. I go buy all of that, the exact same equipment that Aerosmith has. Doesn't make me Aerosmith. I— it, it's not the same. And, and there's a reality here for MSPs that we can go and buy all the right equipment, all the best tools, the stack of our dreams, and it really is our people that make the difference. It's really the, the tools are the raw materials. What your people bring to bear is the differentiator at your MSP. That is what makes you unique. And that is the thing that we need to invest in. Not that our tools aren't important, they are. Not that you shouldn't want the best that you can get, you should. But it's our people that make the difference. But let me just ask a brutal question to the audience here: why do so many of y'all just leave that alone? You don't invest in your people like you say you would like to. You keep your tech stack up to date, When's the last time you've updated your people? You go look at the P&L and your people are by far more expensive than your tools. And yet, why do we not invest in them? It's the biggest differentiator and the first thing that we ignore and the first thing that when times get tough, we start to tune down. And I think that's a shame.