The CEO’s Blind Spot
Why Service Breakdowns Keep Undermining Sales Wins
Keep getting dragged into service issues when all you want to do is grow your business?
Frustrated hearing yourself say, “Why does this keep happening?” You’re not alone.
Most CEOs thrive on winning new business. It’s energizing, it’s the role you’re best at, and it’s what drives growth. But too often, after a big client win, you walk back into the office only to be pulled into service breakdowns. Instead of celebrating growth, you’re deflated and drained by problems that feel like déjà vu.
The “Shouldn’t They Know That?” Trap
When obvious issues cause service failures, it’s natural to think, “Shouldn’t they know that?!” But technical teams don’t think like CEOs.
Visionaries move fast and adapt quickly. Service teams are detail-oriented and process-driven. And those details—when missed—become your blind spot.
Why Service Breakdowns Persist
- Information Gaps – techs don’t always have the right context to make better decisions.
- Role Confusion – without clarity, the organization doesn’t really understand the importance of who’s doing what, and more importantly, who should be doing what.
- Metrics Misalignment – when standard measures aren’t fixing the service issues.
- Technology Decisions Without Standards – senior engineers may build and configure systems in ways that are difficult for others to support, often chasing the bleeding edge instead of building for stability.
Clearing Up the Enigma
The good news: you don’t have to be process-obsessed to fix this. You just need the right structure. Start by:
- Getting an experienced look at your business – from someone who has been both an MSP owner and a technician, who can speak strategy, understand the challenges of ownership, and translate CEO vision into tech speak.
- Equipping front-line staff with a clear understanding of roles and responsibilities—and why they matter on the business flywheel.
- Getting the right data in front of your technicians so they can make better decisions aligned with your business.
- Building standards—and making sure the team understands the “why” behind them.
Take Back Your Focus
Your job is to grow the business, not get lost in service chaos.
When you address the blind spot, service strengthens, margins improve, and sales wins actually feel like wins.
Want help diagnosing what’s really going on in your IT support team? Let’s talk.