Word
Checklist
Customize this document to give to your clients when onboarding. A great place to start when training clients on how to enter service requests into your system.
Resource Library
Here you have access to all of Karl’s resources and training: books, checklists, SOPs, 3-part classes and more. Book handouts are added individually to make things more searchable.Â
If you don’t know exactly what you need, use the filters below to search by topic, department, type, or format. Mix and match as needed.
If you need help finding something, or aren’t sure exactly what you need (you just know you need *something*, send us a message and we’ll be happy to help!
A few examples to get you started
Select an option here, notice how the filters show up below, and customize as needed.
I need info on
For this department(s)
As a
in this format
Note: filters within the same dropdown have an or operator. Filters in different dropdowns have an and operator. Or will broaden (increase) your results. And will narrow (decrease) your results.
For example: This setup shows results that are client facing or customer service topics and are a checklist.
Showing 1 - 30 of 357 posts
PDF, Video
Seminar/Webinar
Forms and strategies for making new sales, transitioning from prospect to client, and engaging in a never-ending conversation with your clients. This process will help you build clients who stay forever.
PDF
Sample
Use this sample to write a client-facing memo documenting their domain names and related information.
Word
Workbook
Before, during, and after you sales (or marketing) campaign, you need to track what you’re up to, and measure the results. And you need a timeline. Use this kit for all of that and more.
Roadmap
A quickstart guide to getting the Service Department on the right track.
Roadmap
A quickstart list of resources to get your service manager headed in the right direction.
PDF
Workbook
One of the most important things you need to track for your clients is the information related to their Inter domain names. This is one of the most neglected – and most important – tasks you should undertake.
Video
Seminar/Webinar
A quick how-to for DKIM/DMARC setup on your clients domains to ensure email deliverability.
Video
Seminar/Webinar
All problems are DNS…mostly.
Learn the core functions of DNS and how to troubleshoot the problems you’re likely to see when supporting small businesses.
Video
Seminar/Webinar
A very practical introduction, but also a bit technical.
Of all the technologies I’ve ever learned, a thorough understanding of TCP/IP has made me more money than anything!
Video
Seminar/Webinar
Part 2 of the “Understanding TCP/IP” seminar. A very practical introduction to troubleshooting networks.
PDF
SOP
At-a-glance definitions for common TCP/IP terms.
Video
3-Part Class
The fundamental tool we’ve used to managed ongoing client relationships for almost twenty-five years.
Video
3-Part Class
Move yourself and your clients to managed services
Word
Sample
New employee welcome letter and orientation.
Audio
Seminar/Webinar
A look at the challenges of growing your IT company beyond the psychological barriers at $1 million, and beyond. Most companies above $1 million/year in revenue are a lot less profitable than they should be.
Audio
Seminar/Webinar
As you know, whatever got you “here” won’t get you anywhere else. That’s particularly true in the emerging world of technology. Your skillset needs to evolve if you want to remain in business.
Audio
Seminar/Webinar
A great introduction to the basics of managed services, recurring revenue, and getting started in a great business!
Audio
Seminar/Webinar
The core theme is that we are reaching the point of exponential growth for many technologies – and you need to have a different perspective on what will make you successful going forward.
Audio
Seminar/Webinar
Growing your business is fun — but it’s also difficult. One of the biggest challenges is maintaining profitability. That’s particularly true with projects. Matt Makowicz and Karl Palachuk explain.
Audio
Seminar/Webinar
IT service delivery is far more professional than it was ten or twenty years ago. This makes it a little harder for amateurs to get into this business. A good thing, if you’re ready.
Audio
Seminar/Webinar
With Agile, your technicians need a lot less hands-on guidance from the Service Manager because they assign tickets to themselves.
Audio
Seminar/Webinar
Branding is everything you do. Is what you’re doing consistent?
Audio
Seminar/Webinar
Repeatable processes lead to repeatable results
Audio
Seminar/Webinar
Zero Downtime = zero interruption for your clients
Audio
Seminar/Webinar
It seems strange, but almost no one has the goal of being #1 or being excellent. Guess what? If you don’t have that as a goal, you certainly won’t achieve it by accident.
Word
Form
A basic username and password form. Very old.
Excel
Form
Track client history, pricing, and more – for non-contract clients.
Excel
Form
Track client history, pricing, and more – for non-contract clients.
Word
Workbook
A sample “Notes” worksheet for client documentation binder. Old.