Wes Spencer explains why MSP teams avoid taking initiative: a culture of fear around security mistakes creates a zero-tolerance environment where employees feel they must deliver perfect work or fail. Leaders need to give staff psychological safety and allow controlled mistakes to unlock proactive behavior.
And for a lot of your teams, you're so afraid of problems or people messing up that they don't feel like they have the agency to try anymore because everything has to go back to that word perfect. The idea of incrementally improving is not a culture that you might have in your organization. So, right, you have to give them agency to make mistakes. And if your MSP doesn't have agencies for them to make mistakes because you're afraid of, Kyle, I can't make mistakes because a security problem could happen. Well, great. Now you have to have employees that can only be perfect or fail.
