Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery.
I’m Jeni Clift, joined by my husband and business partner Nick Clift. Together, we spent nearly 30 years building, scaling, and eventually exiting our own MSP business.

Over that time, we learned something fundamental:
Great service delivery isn’t built on tools alone. It’s built on trust, consistency, and relationships that last.

In this episode, we’re joined by Karl Palachuk ,one of the original architects of the managed services model and a trusted voice in the MSP industry for nearly three decades.

Karl has built and sold MSPs, advised thousands of service providers, and written more than 25 books on how to deliver IT services in a way that is profitable, predictable, and sustainable. Long before “MSP” became a buzzword, Karl was helping the industry define what good service delivery actually looks like.

In this conversation, Karl reminds us that MSPs don’t do business with contracts or technology, we do business with human beings.

We talk about why the strongest client relationships are built on genuine connection, why the best clients actually want you to succeed, and why loyalty isn’t created through heroics, but through consistency and trust over time.

Karl shares why customer service should never be a department, why process and discipline protect relationships, and why managed services remain the foundation that allows MSPs to evolve — even as AI, cloud, and new technologies continue to emerge.

And yes, we talk about the ultimate test of service delivery success: knowing you’re in the right place when you’re invited to the Christmas party.

This episode is a reminder that while technology continues to change, the fundamentals of service delivery do not. If you want clients who stay, teams who thrive, and a business that lasts, this conversation will resonate.

Listen to this episode and explore more Ctrl-Alt-Deliver conversations at: https://www.ctrl-alt-deliver.blog/episodes

Explore more from Karl Palachuk

Learn more about Karl’s work and access his books and resources:
https://store.smallbizthoughts.com/

Discover Relax, Focus, Succeed:
https://relaxfocussucceed.com/

Listen to The Killing IT Podcast: https://podcasts.apple.com/au/podcast/the-killing-it-podcast/id1463295432