The Real ROI of Relationships + Conference Tips For Pax8 Beyond & ITNS

👋 Welcome to the grind

I’m John Harden, and if you’ve seen me on LinkedIn, you know I’ve got a lot to say about life in the MSP trenches. This newsletter is where I bring it all together—my latest posts, no-BS takes on the industry, and highlights from webinars and livestreams. If you’re in the MSP industry looking to grow, sharpen your game, or just want to hear from someone who’s been in the thick of it, subscribe and come along for the ride.

Pour me a cup ☕

The ROI of Relationships with Jason Ulm

In this week’s episode, we unpacked the true power of pouring into people with Jason Ulm, Regional GVP at Capgemini, who shared the hard-earned lessons that transformed his leadership—and life. From building teams to building trust, this one's full of people-first gold 👇

🔍 What we learned:

Jason opened up about how early leadership missteps taught him the critical difference between being a high performer and being a people developer. What followed was a shift from results-focused management to relationship-led leadership. Investing in people with no expectation of return? That’s where the real ROI lies—what Jason calls the

💡 Biggest takeaways:

• The Real ROI = Ripple of Impact
  Jason’s “ROI” isn’t about profit margins—it’s Ripples of Impact. “Give without expecting anything back, and the results will surprise you.”
  

• Good Coaches Leave Breadcrumbs
  Early in his career, Jason realized he wasn’t setting his team up for success—not because they lacked skill, but because he failed to teach, coach, and mentor.
  

• Small Actions. Big Ripples.
  From saying “marvelous” instead of “fine,” to helping someone with mulch in a parking lot, Jason encourages taking action to fill your battery and leave behind lasting impact.

• AI ≠ Authenticity

  AI can enhance your prep—but real relationships still require face-to-face (or at least human) moments. “AI can’t replace that coffee table connection.”
  

✅ Recommendations:

• In every conversation, listen with the intent to understand, not to reply.
  

• Try John’s 1-2-3 coffee meeting framework:

  1. Show up with a smile

  2. Find 2 ways to help

  3. Take 3 notes to follow up with later

• Recharge your leadership “battery” by recognizing and celebrating small wins—yours and others’.

Huge thanks to Jason Ulm for dropping the wisdom (and kindness). This episode was a masterclass in how generosity builds lasting influence. More conversations like this are coming—don’t miss out.

Conference Season Is Wrapping Up: Here’s How to Make the Most of It

Spring and fall are prime time for conferences in our industry, and as we inch toward the end of the season, two heavy hitters are still on the horizon: IT Nation Secure and Pax8Beyond. Both are loaded with high-value content, incredible networking opportunities, and nonstop events. Honestly, it’s almost impossible to pick which one to attend.

This year, I’ll be at Pax8Beyond due to some personal travel constraints, but I’ll definitely have major FOMO missing out on IT Nation Secure. It got me thinking—how do you even begin to talk about the value of these shows? And then it hit me: why not share some solid tips for folks heading out to their first big industry event?

That’s the beautiful thing about these conferences—there’s something for everyone. Whether you’re a seasoned pro or just getting started, there’s a show that’ll match your energy. If you’re in the industry, find one that’s local, or make the trip to one that really speaks to you.

And when you do, here are 10 tips to help you absolutely crush it:

1. Set your agenda and fill it. Plan ahead. Seriously. Block out every minute of your day before you hit the road. Choose your sessions, schedule your meetups—there’s just too much value packed in to wing it.
   

2. Find your people. Use the event app to track down folks you want to meet. Reach out ahead of time and get on their calendar. It makes those IRL meetings so much easier.
   

3. Everyone’s approachable. I used to be intimidated by big-name speakers or influencers, but here’s the truth—everyone’s there to learn and connect. Say hi. Shake hands. These events are about community.
   

4. Book your dinners early. If you’re not vibing with hotel buffet lines, make a reservation. Good spots fill up fast. And if all else fails? The local coffee shop is always a great fallback for a quick catch-up.
   

5. Do something active. I love a morning 5K. Not into running solo? Check the event app—chances are someone’s organizing a group. It’s an energizing way to kick off the day and meet people in a different setting.
   

   

   Morning runs + Florida humidity: Professional networking or trauma bonding?

6. Schedule a nap. I’m not joking. These events are intense. I always carve out 30 minutes to rest, reset, and recharge. You’ll thank yourself later.
   

7. Maximize everything. Go to all the things: happy hours, breakfasts, lunches, dinners. The real magic happens in those in-between moments, when you’re chatting over coffee or standing in line.
   

8. Don’t skip the trade show floor. Sure, the big booths are flashy, but take the time to wander over to the smaller ones. That’s often where the freshest, most innovative stuff is happening.
   

9. Meet 3–5 new people. It’s easy to stick with your regular crew, but push yourself to make new connections. You never know where one conversation might lead or who someone might introduce you to down the road.
   

10. Whatever you do, never drink Malort from Jason Slagle. Just trust me on this one.

🎙️ I’m Live Next Week

Are we finally ready to admit that most “MSP success formulas” are just marketing fluff?

I’m sitting down live with Alex Farling (Empath) on June 5th @ 9:00AM EST for a raw, real-deal convo about what actually drives MSP and client success. No fluff. Just hard-earned insight from someone who has been in the trenches—and have the receipts to show for it.

We’re calling it Roasting the Recipe for MSP and Client Success because, honestly, it’s time we stopped sugarcoating the work it takes. Expect strong coffee, stronger opinions, and a few curveballs.

Why this conversation matters:

• The gap between what vendors say drives success and what actually works keeps growing

• Most MSP playbooks ignore the real-world challenges of client management and service delivery

• Alex Farling brings battle-tested experience—not theory or hype

• Honest conversations like this help cut through the noise and get to what really moves the needle

• If you want to grow without losing your mind (or your margins), you need more than another checklist—you need clarity

🎧 Register here

🔗 Stuff Worth Clicking

• Ask an MSP Expert: The 2025 technology outlook from GTIA

• N-able’s John Pagliuca on Key Trends Driving MSP Growth in 2025

• Stool Legs, Trust Falls, and Tool Sprawls: The Crises Crushing Your IT Teams

📬 Hit Me Back

That’s it for this week. If you’ve ever seen a small gesture turn into a big impact—or if you’re still figuring out what “people-first leadership” really means—hit me back. What’s worked for you? What ripple are you proud of? I want to hear your take on the real ROI of relationships.

And remember: invest in people, not Malort.
Let’s keep the conversation going.