As the CEO of IT By Design, I often find that the most transformative insights come from shared conversations with peers and industry leaders. Recently, on an episode of Sunny’s Silver Linings, I had the privilege of engaging in just such a conversation with two remarkable CEOs, Chris Caprio and Michael Hornby. Our dialogue spanned well beyond business strategies and tactics; it was a deep dive into the mindset, culture, and values that drive sustainable growth, talent retention, and team empowerment. I’d like to share some of these insights and reflect on how these principles can fuel success for any organization.
First Impressions Matter: A Customer-Centric Approach
Chris Caprio offered a crucial reminder: “You never get a second chance to make a first impression.” In IT services, building client trust from day one is key to lasting success. Chris highlighted the importance of those early stages—whether it’s the first 30, 60, or 90 days. For him, understanding customer needs and ensuring satisfaction from the start is now central to his approach, though he admits that it wasn’t always a priority earlier in his career.
For any growing business, handling these initial interactions carefully—whether onboarding a new client or bringing in a new team member—builds a strong foundation for sustainable success.
Implementing the Right Tools: Beyond Choosing the Stack
Michael Hornby shared an insight that really resonated with me: while tools matter, it’s how they’re implemented that drives value. In our fast-paced MSP world, selecting the “best” software stack can feel overwhelming, but Michael emphasized that success isn’t just about choosing tools; it’s about implementing them to create real impact.
For Michael, tools like RMM and PSA are essential, yet he sees the real value in using these tools to elevate service—not simply resell products. It’s the knowledge, insights, and customized solutions from effective implementation that make the difference.
Empowering Teams: Retention Starts with Trust
As the conversation advanced, we also discussed the key to building and retaining top talent: treating employees like adults. In a world where micromanagement is common, we agreed that a results-focused approach goes much further. Allowing employees to work independently, while aligning them with the company’s mission, leads to greater satisfaction, lower turnover, and stronger performance.
A culture of trust allows employees to fully engage, knowing their efforts are valued and their growth supported. When employees thrive, so does the organization.
Expansion and Growth: The Power of Remote Teams
During my conversation, Chris also shared a valuable lesson from the pandemic: expanding the talent pool beyond geographical limits can be transformative. What started as a necessity evolved into a competitive advantage, broadening his company’s reach from a few states to over a dozen. This shift brought in fresh perspectives and allowed them to recruit top talent from across the country, enriching the team’s expertise and diversity.
It’s a strong reminder to stay open to new approaches to talent acquisition and business expansion.
The Four Wheels of Life: Aligning Personal and Professional Growth
One of the most fulfilling parts of our conversation was discussing the broader picture of success. I shared a framework that’s very close to my heart, which I call the “Four Wheels of Life.” This concept emphasizes the alignment of four key areas: health, relationships, career, and legacy. When we support employees’ personal aspirations alongside their professional goals, we create a more engaged, committed workforce. This alignment fuels a sense of fulfillment, inspiring our team members to contribute fully to our shared mission.
At IT By Design, we’re not only invested in the career development of our team but also in their personal well-being and growth. We believe that when people feel supported in achieving their vision of success, they bring their best selves to work every day.
Conclusion: Growing Together, Thriving Together
Our conversation reaffirmed several guiding principles for sustainable growth: respecting people, investing in impactful tools, broadening our talent horizons, and aligning personal and professional goals. These are more than just strategies for growth—they’re the foundation of a culture that attracts top talent, builds strong teams, and sustains long-term success.
As leaders, it’s worth pausing to reflect: Are we truly leveraging our resources to empower our teams? Are we treating our people as valued partners in our shared mission? And are we embracing new approaches to broaden our horizons and welcome fresh perspectives? At IT By Design, we believe that by growing together, we can achieve remarkable things, and I look forward to the journey ahead with our exceptional team.
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