Episode 3: Alex Farling | Cofounder Of Empath

MSP Insider

In Episode 3 of MSP Insider, host Jeffrey Newton sits down with Alex Farling, co-founder of Empath, for an unfiltered conversation about the state of managed services and why most MSPs are getting it wrong.

With over 20 years in the industry, including founding and selling both an MSP and Lifecycle Insights to ScalePad, Alex brings a unique perspective as a non-technical owner who's been in the trenches. His journey from sales professional to MSP owner to industry innovator provides a fresh lens on common industry challenges.

This episode dives deep into controversial topics like why the VCIO model is fundamentally broken, the real reasons client relationships fail, and how misaligned incentives are holding MSPs back from growth. Alex shares practical insights on building sustainable client relationships, proper role definition, and why continuous improvement matters more than industry "best practices."

Key Topics Covered:

• Why most MSPs are approaching VCIO roles completely wrong
• The critical importance of relationship building in client retention
• How to stop treating sales as "black magic" and start driving results
• Practical steps for scaling your MSP without losing quality

If you're tired of the typical industry echo chamber and ready for honest conversation about what really drives MSP success, this episode delivers actionable insights you can implement today. Don't miss this candid discussion with one of the industry's most thoughtful voices.
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