The Weird Psychology of Things Breaking
The Service Recovery Paradox, loss aversion, and the Peak-End Rule: why a well-handled failure can leave clients more loyal than one who never had an issue, and what that means for MSPs.
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Field notes from building Toolqit.
Opinions on AI, MSP service delivery, and what we’re learning as we rebuild the help desk from the ground up.
How Fast Can You Onboard?
We recorded the onboarding process for an MSP in one take, and it took 60 seconds.
Read articleWhat Will AI Automation Look Like for MSPs?
Most AI tools in the MSP space today focus on triage: matching tickets to past fixes, routing, and tagging. But legacy tooling and fragmented data make deeper automation hard. The real opportunity may be building AI-native from the ground up.
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