Tom Glover Know A Multimillion-D That Doubles Eve
MSP SPOTLIGHT
Company :
Responsive Technology Partners
Year Founded :
2007
Headquartered :
Metter , Georgia , with offices in Virginia , North Carolina , Georgia , and Florida
Geographic Market :
Southeast U . S .
Top Growth Indicator :
Sales pipeline
YoY % Of Growth :
130 % YoY for last three years
Founder And President :
Tom Glover
CEO :
Steven McComas
What Are The Top Three Business Indicators You Use To Measure Your Company And Why ?
I break it into two parts . On the operation side , my key metric is Service-Level Agreement ( SLA ) compliance . Staying within the SLA is the primary indicator for the health of the operations part of our organization . If we ' re staying 98 %, 99 %, 100 % compliant , I know things are going well and that I ' ve got happy customers . When I see that number start to dip , I know we ’ ve got some problems , and customer satisfaction issues will be coming shortly after that .
My sales pipeline is my biggest metric from a forecasting perspective , and I like knowing my numbers , analyzing my close rates , things like that . I can look at the sales pipeline and have an extremely good picture of what the next quarter is going to look like from a growth perspective .
The last big metric is profitability . Looking at that number , I can see the overall financial health of the organization . It tells me if we ' re controlling costs properly , if our margins are correct on our products , and if our pricing is right .
What Is The Top Lesson That You Had To Learn That Allowed You To Kick-Start Your Business Growth ?
I had to learn how to delegate . On average over the last three years , we doubled our MSPs every 10 months . When you are growing like that , there is no way you can do everything yourself . So , learning how to grow the leaders in the company , teaching them how to do stuff , then letting them do it was both the hardest hurdle to get over but also the most valuable lesson I ' ve learned in growing the company .
How Did You Get Over The Hurdle Of Delegating To Others ?
Every time I found a task that I was doing where I was the only person who could do it , I stopped , found two people in the organization , and trained them on how to do it . I then delegated it to them and trusted them to do it . Removing myself from being a bottleneck freed me up to focus on growth and removed a tremendous amount of stress off my back .
Were There Any Partners Or Businesses That Helped You Along The Way ?
Kaseya is at the top of the list . The biggest product we use from Kaseya is ID Agent . We make heavy use of the full suite of ID Agent products , such as Dark Web Monitoring . We use it in our sales and marketing processes to do impromptu Dark Web scans . We ' ve done golf tournaments where I ' ve used “ Get A Free Dark Web Scan ” for giving us your business card . We ’ ve also used the
12 | MSPSuccessMagazine . com • VOLUME 2 ISSUE 4