Running a successful MSP isn’t about memorizing technical solutions—it’s about instilling the right mindset and operational habits in your team. Over 23 years of leading Harbor Computer Services and coaching others, Amy’s framework of critical management sayings has empowered self-managing employees and resulted in a thriving business. These sayings are more than catchphrases—each serves as a practical decision-making guide that staff can apply every day, even when the boss isn’t around. Here they are, distilled as pillar concepts for MSP leadership:
1. Do I really need to know that?
In today’s info-flooded business environment, this simple question is your frontline defense against data overload—for both leaders and staff. Use it to focus your attention and resources only on information that drives business goals and client success. If the answer is “no,” take steps to stop that information from being generated or crossing your path again. This clarity will keep your organization agile and your systems streamlined.
Read the whole article here: https://www.thirdtier.net/2021/04/05/amys-sayings-3/
2. It’s always DNS
Every tech knows the rabbit hole of troubleshooting—but seasoned pros start their journey here. “It’s always DNS” isn’t just about technical diagnostics; it’s a logical approach to problem-solving. It’s always DNS doesn’t have to mean that it’s our DNS or that it’s strictly a DNS record that is the problem. By checking DNS first, you encourage your team to begin with the most common culprits and quickly eliminate distractions. It trains staff to think methodically and escalate only truly complex issues—a key to operational efficiency.
Read the whole article here: https://www.thirdtier.net/2021/04/26/amys-sayings-4/
3. Did you ask the question?
Technical expertise means little unless it’s paired with understanding the client’s actual needs. Always teach techs to start with, “What is it that you’re trying to do?” Instead of assuming, uncover real use cases and root causes. This mantra turns every support interaction into a business value opportunity, preventing wasted time and missteps due to assumptions.
Read the whole article here: https://www.thirdtier.net/2021/05/10/amys-sayings-5/
4. Do no harm = First, check the backup
Action without caution is dangerous in IT. Before any change is made to data or systems, check the backup. This pause protects against rash decisions and major losses, instilling discipline and risk awareness across your MSP. Making this a routine (even putting it in your out-of-office message) is key to business continuity.
Read the whole article here: https://www.thirdtier.net/2021/06/09/amys-sayings-6/
5. Don’t Make a Plan Based on the Exception
In any MSP, new procedures and processes are constantly developed as client needs evolve. It’s tempting to hold back a new policy just because it doesn’t work for every single client or situation. But if a process works for the overwhelming majority, document the exceptions—don’t let the outliers prevent your team from gaining efficiency. “Don’t make a plan based on the exception” encourages leaders to establish broad, effective policies while managing special cases separately, resulting in higher staff utilization, profitability, and a scalable operation.
Read the whole article here: https://www.thirdtier.net/2021/02/21/amys-sayings-1/
6. Retire a little bit every day
Ownership is demanding, but you can’t sacrifice your health and happiness for business. Make time each day for something personally fulfilling—a walk, lunch with friends, time in the garden. This practice keeps you balanced, healthy, and in touch with the reason you built your business in the first place.
Read the whole article here: https://www.thirdtier.net/2021/10/28/amys-sayings-8/
7. The answer is always Yes
Empower your employees to be solution-focused with clients. “Yes” means acknowledging every client request and guiding them toward the right solution—even if it’s not delivered instantly or by your team directly. This approach builds trust, loyalty, and a steady stream of new projects. Teach staff when and how to say yes, and back it up with follow-up questions to ensure you solve the real problem, not just what was described.
Read the whole article here: https://www.thirdtier.net/2024/04/02/amys-sayings-the-answer-is-always-yes/
8. People before process
True success in an MSP is driven by people, not rigid procedures. Policies and processes are essential for consistency, but they should never overshadow human intuition, relationships, and judgment. “People Before Process” means looking beyond checklists and scripts to empower your team, nurture genuine connections, and create a culture where staff feel valued, supported, and trusted. When your business decisions prioritize people, you gain loyalty, creativity, and a team genuinely invested in client outcomes and company growth.
Read the whole article here: https://www.thirdtier.net/2025/03/20/people-before-process/
9. Don’t Make a Plan Based on the Exception
The path to operational efficiency in your MSP is making standard policies for the majority, not designing every process to fit every edge case. Technicians often resist broad changes, citing that “it won’t work for THIS client.” But if a process works for nearly all, document exceptions rather than let them stall efficiency. This mantra means you build agility and profitability by concentrating on scalable solutions instead of getting bogged down by rare outliers.
Read the whole article here: https://www.thirdtier.net/2021/03/23/amys-sayings-2/
10. Embrace change
The foundation of successful MSP management isn’t technical know-how alone—it’s a practical and empowering philosophy that guides every decision, interaction, and process. This pillar article brings together ten of Amy’s Sayings and related business principles—tested over decades at Third Tier—to serve as your management playbook. From prioritizing people, driving operational efficiency, and embracing change, to balancing autonomy and accountability, these mantras help leaders and teams make smart choices, foster trust, and deliver lasting value for clients. Whether you’re scaling your MSP, seeking greater resilience, or aiming for business excellence, these foundational sayings and strategies will keep your organization focused, adaptable, and ahead of the curve.
Read the whole article here: https://www.thirdtier.net/2024/04/10/embracing-change-and-growth-in-your-msp/
Summary
Building and managing a successful MSP calls for more than technical skill—it demands a leadership philosophy that empowers people, drives efficiency, and creates lasting impact for clients and the business alike. Over decades of experience, Third Tier has developed a set of foundational principles—“Amy’s Sayings”—alongside business wisdom rooted in real-world MSP management.
This pillar article weaves together ten essential concepts, each drawn from lived experience and designed to be practical, memorable, and transformative. These sayings do more than guide decision-making; they shape culture, encourage autonomy, and create a work environment where staff are trusted, clients feel valued, and leaders are free from the burden of constant micromanagement.
Within these pages, you’ll discover the keys to effective delegation, balancing people with process, focusing on outcomes instead of outliers, and approaching rapid change with confidence. This playbook addresses every stage of the MSP lifecycle, from onboarding techs and building client trust, to scaling operations and planning strategic exits. Each pillar stands alone as actionable advice, but together, they form a cohesive framework for enduring business excellence.
Whether you’re a new MSP owner or a veteran leader ready to take your business to the next level, these sayings and the supporting articles offer guidance, reassurance, and real-world strategies to lead with clarity, agility, and heart. Embrace these lessons to transform your team’s mindset, safeguard your operation, and ensure your business thrives in an ever-evolving IT landscape.
The “Amy’s Sayings” framework is both a set of cultural guideposts and an operational playbook. By living these maxims, you build a culture of autonomy, problem-solving, and continuous improvement—making your MSP resilient, respected, and ready for anything.
Ready to instill these sayings in your team or discuss how to operationalize them in your business? Connect with Third Tier’s mastermind groups and resources, and transform your business leadership from good to great.
