WEBVTT
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00:00:12.355But what if you change that mindset to your customer that I want to have less of those break-fix incidents because those are disruptive and I can't control them?
00:00:12.355 -->
00:00:20.961But if you start thinking about proactive maintenance, hey, let's look for the top things we see go wrong with a PC Monitor for them.
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00:00:24.548And what if we can self-heal those issues?
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00:00:25.711monitor for them?
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00:00:27.114And what if we can self-heal those issues?
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00:00:34.034Welcome to the Small Business Safari where I help guide you to avoid those traps, pitfalls and dangers that lurk when navigating the wild world of small business ownership.
00:00:34.034 -->
00:00:38.728I'll share those gold nuggets of information and invite guests to help accelerate your ascent to that mountaintop of success.
00:00:38.728 -->
00:00:47.173It's a jungle out there and I want to help you traverse through the levels of owning your own business that can get you bogged down and distract you from hitting your own personal and professional goals.
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00:00:52.171So strap in Adventure Team and let's take a ride through the safari and get you to the mountaintop.
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00:01:00.164Alan, here we go again.
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00:01:01.168Everybody's listening.
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00:01:05.400I'm getting all kinds of feedback here lately from people about all right.
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00:01:14.111One of them really sucked, but it was my sound quality on one of the episodes, and so Chris had to go back to podcast school to get his audio fixed back up.
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00:01:16.108But he's back and we're going to be back rocking.
00:01:16.108 -->
00:01:17.822Now here's some of the cool feedback we've gotten.
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00:01:23.353Alan is I listen to your podcast every week, got that one.
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00:01:28.263Your podcast every week, got that one.
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00:01:37.132Hey, buddy, I was just listening to your podcast and I wanted to give you a call and tell you, man, I really love that episode talking about some of the topics that we've had as of late, which had been kind of cool and so that's been kind of fun.
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00:01:40.171I love that kind of feedback, so we're getting some really good feedback.
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00:01:49.704Of course, I got the radio gig going now and we're really starting to hit our stride here in Atlanta, where we're only focused on home service companies here and helping people in their home improvement stuff.
00:01:49.704 -->
00:01:52.406But today I've got a really exciting guest.
00:01:52.406 -->
00:02:02.253I am excited about this one because there are so many different ways we can go with this guest, but I asked him to focus in on something that I think is important to all of us.
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00:02:17.159So I have my IT guy here today and I have James Sanford who takes care of all of our information technology and all of the safety that we need to have in this new crazy world of cybersecurity.
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00:02:19.205Man, you're just getting right into it.
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00:02:22.550There's no dad jokes, no puns, no what you did this weekend no Vegas.
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00:02:24.811That's what happens when we have a dry podcast.
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00:02:25.192All right, so everybody, you didn't even no what you did this weekend.
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00:02:25.210No Vegas.
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00:02:26.945That's what happens when we have a dry podcast.
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00:02:29.252You didn't even ask me what I did this weekend.
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00:02:29.980All right.
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00:02:30.723So here's the problem.
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00:02:37.314Usually, alan and I get together in the afternoon and it's bourbon four o'clock, I mean bourbon five o'clock, as it were.
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00:02:44.189But today we're doing this one during the day to accommodate some different schedules but to make sure that we're getting out some great episodes, great coverage.
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00:02:50.926And you're right, I didn't talk to you about my big daddy weekend, so I will tell you I had a proud papa moment this weekend.
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00:02:51.969You did, I did.
00:02:51.969 -->
00:02:55.544My daughter has walked with her white coat in her PA school.
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00:02:58.510Congratulations, thank you.
00:02:58.510 -->
00:02:59.312Very exciting.
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00:03:05.552And one of the things I got in the comments on Facebook was hey, she's one step closer to getting off the payroll.
00:03:05.552 -->
00:03:13.711And of course, she's home today and I just got done approving a $2,000 expense on her vehicle before she takes off to do her first rotation.
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00:03:25.806They never leave and I've told you the story about my wife's father's father who, at 13, his dad said time for you to leave the home, head down to the docks in Portland and seek your adventure At 13.
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00:03:26.588I know right.
00:03:27.169 -->
00:03:27.812What are we doing?
00:03:27.812 -->
00:03:28.413I don't know.
00:03:28.413 -->
00:03:30.284We're coddling our children.
00:03:30.444 -->
00:03:31.168It's not healthy.
00:03:31.168 -->
00:03:32.311These kids are 26.
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00:03:33.514They need to work in the docks.
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00:03:35.707That hits a little home for somebody.
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00:03:40.730She's 26 and not off the payroll Whoa.
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00:03:41.413And what are we doing?
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00:03:47.145That's right, you can't see this because we actually have an extra special person in the audience, but she's not going to be on the podcast.
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00:03:56.957We have James' daughter Savannah, who has recently joined his company, and in literally one hour she blew my mind on AI, on what the heck she's doing.
00:03:56.978 -->
00:03:57.719But we're not going to talk AI today.
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00:03:58.760Savannah, that's not that hard to do.
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00:03:59.643That's true.
00:03:59.643 -->
00:04:00.463I mean AI.
00:04:00.463 -->
00:04:01.784That's a lot of syllables.
00:04:01.945 -->
00:04:03.407I mean it's at least two letters.
00:04:03.487 -->
00:04:06.031I think it's actually longer than your password.
00:04:08.174 -->
00:04:09.436So we're going to get into this, guys.
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00:04:12.581Man, this is going to be so much fun.
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00:04:15.344Cybersecurity James Sanford thanks for joining us today.
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00:04:17.908Like I said, we can go in so many different directions.
00:04:17.908 -->
00:04:23.516He's done so many things in this business in terms of automation, scaled without having to add staff.
00:04:23.516 -->
00:04:26.125Oh my God, hello, you don't have to add people.
00:04:26.125 -->
00:04:28.949Oh, I need that one.
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00:04:36.170Yeah, Until they build robots that can you know, do construction.
00:04:36.170 -->
00:04:38.944I think you're screwed with that Not happening.
00:04:39.105 -->
00:04:39.807You have to have labor.
00:04:40.100 -->
00:04:40.944So we could go that way.
00:04:40.944 -->
00:04:45.105We could talk about all the stuff they're doing with AI, so we'll probably end up having James on.
00:04:45.105 -->
00:04:57.418But today, man, I wanted to focus on what James has done, because no more than at least three different times he has blown my mind on cybersecurity and stuff that happens.
00:04:57.418 -->
00:04:59.701And here's the thing, right, when we all get started.
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00:05:05.411I started with a laptop, a flip phone and a camera, right?
00:05:05.951 -->
00:05:07.774The good old days, the good old days, right.
00:05:08.461 -->
00:05:12.639So I had my laptop, which was a client server-based CRM system.
00:05:12.639 -->
00:05:22.343I was pretty cool, except the client and the server were all on my laptop, which was in my truck, which was driving around with me every day, and so I had that.
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00:05:35.713And then I had a flip phone and then, as I've grown to where we are today, where we have the Atlanta and the Athens division, I've got a server in the office but we're all on the web now, right, but I have voice over IP.
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00:05:46.783I have all this other stuff going on, and I let one of my ladies go work from home, and so we set up a computer at her house and she happened to be doing all of our payroll, all of our books.
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00:05:51.391She's a threat, oh my god, she is a threat.
00:05:51.411 -->
00:05:53.093So james, james, there's a leak.
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00:05:55.363He says he, he, uh.
00:05:55.363 -->
00:05:59.370He says hey, um, chris, uh, can, can we do?
00:05:59.370 -->
00:06:00.533I think he said vpn.
00:06:00.533 -->
00:06:03.225I forget exactly what he said, but we need to do something about this computer.
00:06:03.225 -->
00:06:04.447I'm like why he goes.
00:06:04.447 -->
00:06:07.846It's getting attacked 90 times a day to get into our.
00:06:07.846 -->
00:06:10.146I said, but we're just a little handyman company.
00:06:10.762 -->
00:06:12.028He goes oh, that's like the Matrix.
00:06:12.420 -->
00:06:13.646With the little Right.
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00:06:16.187So, james, welcome to the show.
00:06:16.319 -->
00:06:17.129Well, thanks for having me.
00:06:17.129 -->
00:06:19.786I'm really excited to get to be here and talk to you guys.
00:06:19.786 -->
00:06:27.581Nice to meet you.
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00:06:28.081Yeah, nice to meet you.
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00:06:29.944Sorry, it's not over a bourbon Well I agree, but you were missed last week.
00:06:29.944 -->
00:06:32.807I mean not by Chris, no he actually got a little sentimental.
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00:06:34.149I listened to it, I did.
00:06:34.449 -->
00:06:39.156By the way over this weekend I was at a big, fancy wedding in LA.
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00:07:00.170It felt like I was in a movie and I heard maybe the greatest seven words I've ever heard in my life um, you're three thousand dollars short on your minimum at the bar, oh, my god and then, and the night had already kind of wound down and so we're like bring me the, bring me the bourbon list.
00:07:00.350 -->
00:07:05.350Cousin brad was like bring me the wine list and the next thing, you know, champagne for everybody.
00:07:05.350 -->
00:07:05.821It was.
00:07:05.821 -->
00:07:07.651And I was trying to be good that night.
00:07:07.651 -->
00:07:12.430That went to hell and all of a sudden my brother-in-law showed up and he's like, okay, we're to six bucks.
00:07:12.430 -->
00:07:14.507And he just shut it down.
00:07:17.002 -->
00:07:19.303So we made up the gap you made up the gap.
00:07:19.324 -->
00:07:20.345We made up the gap.
00:07:20.345 -->
00:07:24.088Wow, you know things that you do for family, somebody has to do it.
00:07:24.088 -->
00:07:25.069Oh, my God, that's awesome.
00:07:25.069 -->
00:07:26.230I was in the right spot.
00:07:26.230 -->
00:07:30.454You know opportunity preparedness, all those things that go into.
00:07:30.454 -->
00:07:31.894You know performing.
00:07:32.795 -->
00:07:33.315I'm proud of you.
00:07:33.315 -->
00:07:34.737You pivoted well, I did.
00:07:38.384 -->
00:07:39.851You had a problem presented and you found a solution.
00:07:39.851 -->
00:07:40.514I was a solution provider.
00:07:46.839 -->
00:07:48.466Well, the other solution was to use someone else's credit card to keep going.
00:07:48.466 -->
00:07:48.987No, to pay the whole thing.
00:07:48.987 -->
00:07:49.470No, no, that's not as fun.
00:07:49.470 -->
00:07:50.012Oh yeah, but yeah no, it was.
00:07:50.031 -->
00:07:50.492It was already prepaid.
00:07:50.492 -->
00:07:54.165So, oh my gosh may as well hit it so you had, you had, you were in la with cousin brad.
00:07:54.165 -->
00:07:58.002Did they mention that you were on a podcast, that you were a celebrity when you're out there?
00:07:58.103 -->
00:08:00.651yeah, that was it was part of the wedding vows and then.
00:08:00.651 -->
00:08:05.588But cousin brad and I did get to play a little round of golf and uh, at his country club at his club.
00:08:05.928 -->
00:08:07.230That is so, you know.
00:08:07.230 -->
00:08:08.613Nicholas redesigned it right.
00:08:08.613 -->
00:08:17.894There's a couple holes where it's almost like 11 at augusta where they you know, they say if, uh, if you actually hit the green, I missed you know, because you're supposed to hit front, right right out on.
00:08:17.894 -->
00:08:19.540We had a couple shots like that.
00:08:19.540 -->
00:08:24.173You know, I haven't touched a stick in a while and we ended up uh coming from behind.
00:08:24.173 -->
00:08:31.610I tied it on 16 and cousin brad put the knife in their heart and we went up one up, uh went on 18 there we go.
00:08:31.630 -->
00:08:33.241Nice, now that's a big trip.
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00:08:42.419You didn't have a big daddy weekend I was just over here buying in the store, doing the podcast trying to help people, educate them a little bit about this and that, so all right, let's get into.
00:08:42.419 -->
00:08:44.462So james sanford started team spring.
00:08:44.462 -->
00:08:46.025Uh, when did you start that?
00:08:47.227 -->
00:08:49.311gosh savannah uh 99.
00:08:49.311 -->
00:08:52.274She was born 26 years yes ago.
00:08:52.394 -->
00:08:53.722What's this, what's this?
00:08:53.722 -->
00:08:57.232That's, uh, bourbon light, uh, that is that.
00:08:57.232 -->
00:08:59.318That, and I cannot perform a miracle.
00:08:59.318 -->
00:09:00.684I cannot turn that water into wine.
00:09:00.684 -->
00:09:01.850You keep drinking water, alan.
00:09:01.850 -->
00:09:07.451We're gonna keep you going and we'll almost stay on track, almost so, 26 years ago, you left the corporate world and started.
00:09:07.980 -->
00:09:10.024Well, I didn't initially just jump ship.
00:09:10.024 -->
00:09:27.934So what happened was I was part of the dot-com era, you know, building enterprise software blue martini, different other products and when she was born and then her brother was born a few years later, I was like, every time I come back from the West Coast, every week they look different.
00:09:27.934 -->
00:09:30.369You know how the kids grow so quickly.
00:09:30.369 -->
00:09:42.948And it just got to the point where you saw the writing on the wall with the dot bomb and you're thinking gosh, I really want to do something on my own, my own consulting company, my own something.
00:09:42.948 -->
00:09:46.350That entrepreneurial instinct kicked in ever since I was little.
00:09:46.350 -->
00:09:52.607I mean, my brother and I would go on the beach in Savannah and get shells and drag our little wagon around and sell them things like that.
00:09:52.607 -->
00:10:04.773So we even created detectives on the spot dots for the Hardy Boys, and so we've always had this little inclination that we wanted to own our own thing.
00:10:04.773 -->
00:10:09.292So I initially started doing custom software development.
00:10:09.292 -->
00:10:10.765That was eTech Software.
00:10:10.765 -->
00:10:12.648That was the initial name of the company.
00:10:12.648 -->
00:10:14.868Everything was e-something back then.
00:10:16.080 -->
00:10:23.214So around 2006, I finally left the corporate world and went in full force.
00:10:23.214 -->
00:10:26.106That is the hardest thing is jumping ship.
00:10:26.106 -->
00:10:35.344That first step is absolutely the most terrifying until you're off the boat, until you're doing it yourself and you have to perform.
00:10:35.344 -->
00:10:38.634You have two little children, a wife, you have to perform.
00:10:38.634 -->
00:10:49.605And so then it turned into okay, I've got all these great programming gigs, you know, building out CRM systems and workflows and things like that, but you're always hunting.
00:10:49.605 -->
00:10:51.466You're always hunting for that next thing.
00:10:51.466 -->
00:10:54.960So at that time then customers were asking for tech support.
00:10:54.960 -->
00:11:00.153It was starting to get to the point where the Internet is now a very stable thing.
00:11:00.153 -->
00:11:03.210It's not Earthlink, you know dial up.
00:11:04.421 -->
00:11:07.745Talk about being at the right place at the right time, Like I was at that bar.
00:11:07.745 -->
00:11:09.644I mean his customer.
00:11:09.644 -->
00:11:14.648The whole world is expanding and you happen to be right there and know what you're talking about.
00:11:14.687 -->
00:11:18.389Yes, and so at that point I'm like you know what?
00:11:18.389 -->
00:11:22.191There should be a monthly recurring revenue component here.
00:11:22.191 -->
00:11:28.426If I'm going to have to support somebody, we are supporting them, we're charging them an hourly rate.
00:11:28.426 -->
00:11:39.230And so then I thought, well, maybe we come up with plans silver, gold, platinum where you get two hours a month, four hours a month or six hours a month, and then anything above that you get built in a little reduced hourly rate.
00:11:39.539 -->
00:11:49.539But at the time nobody had that idea, nobody Right.
00:11:49.539 -->
00:11:51.528So you didn't say well, say well, listen, I'm gonna put you on a subscription program.
00:11:51.528 -->
00:11:52.230You're doing subscriptions before.
00:11:52.250 -->
00:11:53.436Netflix was even thinking about it, maybe a future seer.
00:11:53.436 -->
00:11:53.716It was really.
00:11:53.716 -->
00:11:53.856Really.
00:11:53.856 -->
00:12:01.530It started to get to the point where, okay, I've got some momentum here, I've got some cash that I can at least have, knowing it's coming in each month.
00:12:01.530 -->
00:12:06.327So at that point technology is starting to really blow up.
00:12:06.327 -->
00:12:24.647There are ways to remote into computers, there are ways to automate things associated with tech support, and so I bought into an enterprise software package called Kaseya that allowed me to remotely monitor and manage my customers' machines.
00:12:24.647 -->
00:12:30.067So I can now turn a reactive question hey, my computer broke into.
00:12:30.067 -->
00:12:37.211Hey, I see that your hard drive's getting full and fix it or call them before they can't work anymore.
00:12:38.280 -->
00:12:40.067So that is part of the subscription.
00:12:40.067 -->
00:12:43.947You came up with gold, silver, platinum, yeah, and you started selling people on it.
00:12:43.947 -->
00:12:46.567How was the original adoption with that?
00:13:39.740 -->
00:13:41.806Well, I went slow to begin with.
00:13:41.806 -->
00:13:52.461Right, the typical startup entrepreneur is everything has to be just absolutely perfect before you introduce it to a customer, and everything is never perfect.
00:13:52.461 -->
00:14:07.990So I started it with just putting the agent, those tools, on the machines, because it helped me not have to drive over to your office or somebody else's office and as a one-man show, I still had little children that I, okay, I can watch them, honey, while you go out and go grocery shopping.
00:14:07.990 -->
00:14:11.861Well, you know, and not if I have to have an emergency and go help somebody.
00:14:11.861 -->
00:14:16.158So then that started becoming more and more prevalent.
00:14:16.158 -->
00:14:21.144I still, I mean, at that time that was an $80,000 investment for a one-man company to buy this.
00:14:21.144 -->
00:14:23.252It was considered enterprise software.
00:14:23.252 -->
00:14:24.798There was no cloud version of this.
00:14:24.798 -->
00:14:36.254I had to have a server in my house, in my basement, that these agents would check into and we would just manage it, and then slowly I'd charge, and we would just manage it, and then slowly I'd charge.
00:14:36.254 -->
00:14:38.956You know, whatever it was, that base package.
00:14:39.416 -->
00:14:44.339Well gosh, now suddenly viruses are coming in and being more prevalent.
00:14:44.339 -->
00:14:48.902I mean, you know, 25 years ago you didn't even really hear of a virus.
00:14:48.902 -->
00:14:50.163No, you know.
00:14:50.163 -->
00:14:55.284And then until one day I'm looking and I'm clicking on something and suddenly all these pop-ups keep happening.
00:14:55.284 -->
00:14:57.826They're very, I mean, they're just annoying.
00:14:57.826 -->
00:14:58.147Right.
00:14:58.147 -->
00:15:12.219At the time they were just annoying Right, and all you had to do was download things like Viper or McAfee or, you know, trend or any of those reactive antivirus tools.
00:15:12.219 -->
00:15:14.024And so I'm like, well, we should have some component of security.
00:15:14.024 -->
00:15:15.289Yes, there's this.
00:15:15.289 -->
00:15:17.616Let's ask for managed security.
00:15:18.269 -->
00:15:30.013Then suddenly, oh gosh, all these servers that everybody have, all these small business servers that Microsoft came out with, that had their own exchange server for email, their own shared volumes and things of that nature.
00:15:30.013 -->
00:15:32.138We need to back that up.
00:15:32.138 -->
00:15:36.129So again, my thought was it has to be perfect.
00:15:36.129 -->
00:15:36.971How am I going to do this?
00:15:36.971 -->
00:15:46.311Well, I was like my business coach at the time, and I think everybody needs a business coach If you don't have somebody that you can look up to, no matter what level higher than you.
00:15:46.311 -->
00:15:47.432It's so important.
00:15:47.432 -->
00:15:49.485I said, well, it doesn't have to be perfect.
00:15:49.485 -->
00:15:50.565Can't you just drive over?
00:15:50.565 -->
00:15:53.089You only have 10 customers Drive over on Mondays.
00:15:53.089 -->
00:15:54.846Swap the little USB drives.
00:15:54.846 -->
00:16:03.262I was like days, swap the little USB drives.
00:16:03.262 -->
00:16:04.168That's a great idea and I maybe I can get my friend Jay to do it for me.
00:16:04.100 -->
00:16:05.628But so at the time it slowly progressed.
00:16:05.628 -->
00:16:10.355And when I say slowly progressed it, you know we went from 10 customers to maybe 12 to, you know, and now we're at 50 and manage a thousand computers.
00:16:10.355 -->
00:16:15.789Then it turned into it was getting annoying doing two hours and then billing somebody for an extra three because they had more questions, and then gold.
00:16:15.789 -->
00:16:20.764And then it was getting annoying doing two hours and then billing somebody for an extra three because they had more questions, and then gold.
00:16:20.764 -->
00:16:23.812And then it was constantly getting to the point where I'm getting.
00:16:23.812 -->
00:16:36.484I'm spending a lot of time answering questions about invoices and what's included and what's not, and so I finally I think in 2010 or so said you know what I'm not taking any customers that aren't on our all inclusive plan.
00:16:36.484 -->
00:16:41.574I'll lower the rates a little bit, but I want to take the billing aspect.
00:16:42.100 -->
00:16:43.002So in 2010,.
00:16:43.002 -->
00:16:49.231You said I will work with you if you buy my subscription, but I will not just come set up a computer for you.
00:16:49.231 -->
00:16:50.700Correct, and that was in 2010.
00:16:50.700 -->
00:16:53.288That's why I'm writing this down for the timeline.
00:16:53.360 -->
00:16:55.404I met you in 2014, I believe.
00:16:55.445 -->
00:16:55.505And.
00:16:55.526 -->
00:16:58.861I already fully vetted this as all-inclusive one plan.
00:16:59.344 -->
00:17:05.324That's really a tipping point in a business life when you can actually be selective on who your customer is.
00:17:05.924 -->
00:17:08.409Well, yes, it is and it isn't.
00:17:08.409 -->
00:17:11.942I still was taking up people that had four machines or five machines.
00:17:11.942 -->
00:17:14.226Now our average customer is 15.
00:17:14.226 -->
00:17:16.431Our biggest customer is more than 50.
00:17:16.431 -->
00:17:18.835It, you know, it's all relative.
00:17:18.835 -->
00:17:22.990You know, at the time that was plenty of money for us, it was just one salary.
00:17:22.990 -->
00:17:27.971Um, then it became the next first hire who do you first hire?
00:17:27.971 -->
00:17:34.249And then it was an assistant, because nobody is going to everybody's like, oh you need to buy us.
00:17:34.249 -->
00:17:35.681Hire a salesperson, yeah.
00:17:35.740 -->
00:17:39.171So until that point, in 1999 to 2010, you were still a solopreneur.
00:17:39.171 -->
00:17:42.888You were by yourself, doing all this with no help.
00:17:42.888 -->
00:17:44.031No help, wow.
00:17:44.271 -->
00:17:49.191Okay, no vacation no sick days Right.
00:17:49.191 -->
00:17:50.384Yes, that is correct.
00:17:50.684 -->
00:17:51.508Yeah, All right.
00:17:51.508 -->
00:18:02.164So in 2010, you started a subscription-based business and did this, and then you started selecting and putting your shingle out for this, and this is now what we've learned to call.
00:18:02.164 -->
00:18:07.363The industry term is Managed service provider MSP that's what we like to call it here.
00:18:07.483 -->
00:18:08.326Alan MSP.
00:18:08.326 -->
00:18:09.049What is this?
00:18:10.160 -->
00:18:13.028He started saying these things like, well, I'm a managed service provider.
00:18:13.028 -->
00:18:14.031I'm like, well, I don't know what that is.
00:18:14.031 -->
00:18:17.813And then, sure enough, what do I hear now out networking, you know?
00:18:17.813 -->
00:18:19.974And how many contacts, how many emails do you get?
00:18:19.974 -->
00:18:22.496Guys, you probably are getting all these emails too.
00:18:22.496 -->
00:18:25.637Hey, we can be your IT guy, we can be your managed service provider.
00:18:25.637 -->
00:18:27.461And you're like, well, I don't even know what the hell that is.
00:18:27.461 -->
00:18:30.504You know, I'm just a handyman or I'm just a knife sharpener.
00:18:30.504 -->
00:18:33.446I'm just a, I'm just an auto detail where you guys are.
00:18:33.446 -->
00:18:34.708These are all the two guys who called lately.
00:18:34.708 -->
00:18:38.531So how do you explain managed service providers?
00:18:38.932 -->
00:18:47.769Okay, so prior to managed service providers it was a break-fix model, Just like the automobile.
00:18:47.769 -->
00:18:53.301You're trying to do proactive maintenance on it so your daughter doesn't break down down the road.
00:18:53.301 -->
00:18:58.769Typically in the past, dads would just get an AARP.
00:18:58.769 -->
00:18:59.590What is it?
00:18:59.590 -->
00:19:00.051Aaa card?
00:19:03.381 -->
00:19:05.609We started talking about the fact that I'm 55.
00:19:05.609 -->
00:19:08.227He was looking at you when he was thinking.
00:19:08.247 -->
00:19:10.907AARP hey, easier You're a capital A.
00:19:12.322 -->
00:19:14.347So yeah, it was reactive break fix.
00:19:14.347 -->
00:19:19.100My computer broke, I took it to somebody, fix them, charge them an hourly fee, bam.
00:19:19.100 -->
00:19:31.711But what if you change that mindset to your customer that I want to have less of those break-fix incidents because those are disruptive and I can't control them?
00:19:31.711 -->
00:19:40.303But if you start thinking about proactive maintenance, hey, let's look for the top things we see go wrong with the PC Monitor for them.
00:19:40.303 -->
00:19:43.891And what if we can self heal those issues?
00:19:43.891 -->
00:19:46.644Like if I see a hard drive gets below 20%?
00:19:46.644 -->
00:19:55.502Some of the things I can have a script do is go and clear out cache, clear out temp files, clear out things that then I don't have to get involved with.
00:19:55.502 -->
00:20:02.771So the ability to automate that transforms you from a break-fix to a proactive managed service provider.
00:20:02.871 -->
00:20:09.842We are proactively managing things so let's go back to Chris's progression in his career.
00:20:09.863 -->
00:20:13.171He's got computers managing, I'm gonna have PSD if we go the way.
00:20:13.171 -->
00:20:15.343I got what's going on with that water.
00:20:15.343 -->
00:20:16.205It, it lit up.
00:20:16.565 -->
00:20:19.492This is what my daughter has decided I have to drink now.
00:20:19.492 -->
00:20:26.707That is the not-so-great thing about having your child work for you is she's healthy and I'm not.
00:20:26.707 -->
00:20:32.259This is what Savannah Molecular hydrogen, molecular hydration water.
00:20:32.259 -->
00:20:35.670So it puts I don't know magic in the water.
00:20:35.670 -->
00:20:37.384Why did it light up?
00:20:37.384 -->
00:20:41.343Because it can charge and it'll bubble up.
00:20:41.343 -->
00:20:45.355So it's, and then it sinks to tell you, this is riveting podcast.
00:20:45.415 -->
00:20:47.020It is we are not, we're not.
00:20:47.020 -->
00:20:47.983We can't even explain it.
00:20:47.983 -->
00:20:50.189But all right, we'll put that in the show notes well, and then?
00:20:50.229 -->
00:20:54.933molecular hydrogen water and the other thing you need to look at is plodai.
00:20:54.933 -->
00:20:56.459It's a digital transcription.
00:20:56.459 -->
00:20:57.503Oh, I got it.
00:20:59.379 -->
00:21:00.498I've heard about that, you keep giving me crap.
00:21:00.679 -->
00:21:02.904I'm going to ask him what he thinks about your password.
00:21:03.567 -->
00:21:03.767No.
00:21:04.348 -->
00:21:05.110The home password.
00:21:05.110 -->
00:21:05.892The home password.
00:21:07.000 -->
00:21:08.045You can't share that with everybody.
00:21:08.259 -->
00:21:10.785This goes out to seven times the universe we can give an example.
00:21:11.479 -->
00:21:15.146Savannah just asked for it, so we know yeah, so we know he's already in trouble.
00:21:15.166 -->
00:21:16.729We're going to go back to see.
00:21:16.729 -->
00:21:25.649James is talking about this proactive stuff and I think as a business owner or somebody in business, you don't get what he was putting down.
00:21:25.649 -->
00:21:27.659Let me tell you what the pain looked like when I wasn't doing what he's talking about.
00:21:27.659 -->
00:21:32.990So at the time when I met James, I realized we were outgrowing.
00:21:32.990 -->
00:21:36.686The Chris is the IT guy and Chris was the IT guy.
00:21:36.686 -->
00:21:40.145The Chris is the IT guy and Chris was the IT guy.
00:21:40.145 -->
00:21:44.317And again at that point we had gone to a different software package that was quote-unquote web-based.
00:21:44.919 -->
00:21:52.375But what was happening was every day at about three o'clock, the computer would just get really slow and Chris would be out selling his ass off.
00:21:52.375 -->
00:22:01.627Come back in the office and I'd have one lady out back smoking, one lady out in the front talking on her phone and the other lady beating the mouse against the wall because nothing would work.
00:22:01.627 -->
00:22:03.803And I'm like man, it happens every day at three.
00:22:03.803 -->
00:22:06.021I don't know what's going on, and but it didn't.
00:22:06.021 -->
00:22:08.942Obviously that didn't happen like day one, right, of course.
00:22:08.942 -->
00:22:10.266It just kept happening.
00:22:10.266 -->
00:22:16.826You know, little times one day it would happen, next time it wouldn't, and then we would lose our internet and then we would lose our internet and then we'd have to get Comcast involved.
00:22:16.826 -->
00:22:24.355And then we're starting that whole world getting Comcasted and I'm chasing my tail all over the place trying to figure out what's going on and it's just not working.
00:22:24.355 -->
00:22:30.807And I met James and at the time, again being cheap, I was like I'm thrifty a frugal.
00:22:31.740 -->
00:22:37.168So you got James as a provider before he decided to have standards on who he would want as a customer.
00:22:37.208 -->
00:22:38.310It's true, I was really broke.
00:22:38.310 -->
00:22:39.452I had just gotten remarried.
00:22:39.472 -->
00:22:41.134You were desperate, I was desperate, oh my God.
00:22:41.660 -->
00:22:48.410And a guy who's been on our podcast, wayne Sugar, introduced me to him, so we had to play the friend card.
00:22:49.503 -->
00:22:50.307He got ready to help.
00:22:50.899 -->
00:22:53.981And he said he's going to look like an ass, but he's really kind of a nice guy.
00:22:53.981 -->
00:22:55.541So that's how James came to work.
00:22:55.541 -->
00:22:57.302When is that going to happen?
00:22:57.302 -->
00:22:58.883The nice thing doesn't happen, bro.
00:22:58.883 -->
00:23:02.024So so James got involved and here's what he did.
00:23:02.024 -->
00:23:05.406He says let me put my agents on here, let me do these things.
00:23:05.406 -->
00:23:08.587And all of a sudden all those three o'clock problems started to go away.
00:23:08.587 -->
00:23:18.192Then the voice system started to work the right way, and then we figured out that Comcast wasn't really providing the circuit they were supposed to be providing, and then we had to get a different one.
00:23:18.192 -->
00:23:19.332So all these things.
00:23:19.332 -->
00:23:21.373At first I went, oh man, I can't afford.
00:23:21.373 -->
00:23:24.975You know, at the time I think I was doing it on my own.
00:23:24.975 -->
00:23:27.376I would say it cost me like $500, okay.
00:23:27.376 -->
00:23:34.043And he was like well, this is my program, this is what it is, and for the machines we had at the time.
00:23:34.043 -->
00:23:35.606And then I'm like oh, I got it.
00:23:35.606 -->
00:23:37.892And then Wayne said you need to do this.
00:23:37.892 -->
00:23:40.459So I was like yeah, and so that's when it happened?
00:23:40.479 -->
00:23:43.329Well, it took you a solid nine months to make a decision.
00:23:43.329 -->
00:23:45.286You don't act that way anymore.
00:23:45.286 -->
00:23:48.107No, we both have changed a lot.
00:23:48.107 -->
00:23:50.059And our business acumen has grown.
00:23:50.119 -->
00:23:54.727Chris can make a really quick decision when it's like fun and lifestyle oriented.
00:23:55.068 -->
00:23:58.694Hey, if I was at that bar dude I'm talking we would have had some fun with that one.
00:23:58.694 -->
00:24:00.005We would have been lining stuff up.
00:24:00.005 -->
00:24:01.886It probably would have been an epic viral video.
00:24:01.886 -->
00:24:04.439But going back to that, that's called evidence.
00:24:04.439 -->
00:24:04.821What was the?
00:24:04.861 -->
00:24:05.504three o'clock thing.
00:24:05.504 -->
00:24:07.445Was there a particular TV show on Somebody?
00:24:07.465 -->
00:24:08.608watching porn.
00:24:08.608 -->
00:24:09.211What's happening?
00:24:09.211 -->
00:24:21.145It was the fact that, where they were, the circuit that Comcast or whatever provider it may have been, spectrum, I can't remember at the time was underserved in that location.
00:24:21.145 -->
00:24:27.263And so what happens is they'll say, yes, we have internet capability for you.
00:24:27.263 -->
00:24:35.988But what happens is, yes, they have it, but cable is one little pipe down, and if you have 50 people on the pipe, great.
00:24:35.988 -->
00:24:41.330If you have 500, you're still sharing that same bandwidth, whether you're paying for this, that or the other.
00:24:41.330 -->
00:24:58.344So what we found was, at three o'clock, there were people trying to keep awake watching videos or maybe not YouTube back then but a lot of bandwidth was being consumed and we had to put Comcast on notice and eventually we got a new circuit and then you moved.
00:24:58.505 -->
00:24:59.127And and then you moved.
00:24:59.127 -->
00:25:07.839I've kept the circuit sense, but one of the things that we thought about at the time was that we were at the end of this line in Comcast.
00:25:07.839 -->
00:25:17.942In between the beginning of line the end of line were a lot of houses and apartments and a lot of kids came home from school at yeah, we get on get online and start doing their thing and we would lose it.
00:25:18.223 -->
00:25:18.664that's what.
00:25:18.664 -->
00:25:23.633So, yeah, so we end up having to go to a t3, not a t1, and uh, we've.
00:25:23.633 -->
00:25:34.333I still have the t3 today, but uh, since we've gotten this fixed, this is one of those things where you don't realize it until you think about it and as you think about it.
00:25:34.333 -->
00:25:38.288I haven't had a three o'clock disruption like that ever again.
00:25:38.288 -->
00:25:53.004I've had Comcast go down, maybe twice, but I would tell you now, with having a service provider, I wasn't at the office it was like a Saturday night and I got a text message that came from his system saying your power's out.
00:25:53.004 -->
00:25:57.056The power company didn't tell me no, but they did.
00:25:57.056 -->
00:25:58.881They said, well, they set your servers offline.
00:25:58.923 -->
00:26:00.106And this wasn't an easy.
00:26:00.106 -->
00:26:01.451We've realized it.
00:26:01.451 -->
00:26:01.732It was.
00:26:01.732 -->
00:26:10.144How many times was I out there making the Comcast guy stand there with me and asking the questions Well, that doesn't make sense because of this, this and this.
00:26:10.144 -->
00:26:15.321Oh well, you know, no, let's try it on this laptop directly and let's try this.
00:26:15.321 -->
00:26:23.870And so now the tools have gotten to the point where I can tell so-and-so is watching YouTube videos and so-and-so is playing Spotify.
00:26:23.870 -->
00:26:27.269And it's exactly the time you said things were slowing down.
00:26:27.269 -->
00:26:33.747And it's, by the way, this machine and this person and this iPhone, big brother, baby, that's right, big dog.
00:26:35.040 -->
00:26:35.965But what it's really helped.
00:26:35.965 -->
00:26:40.270Help me understand how YouTube helps your job performance.
00:26:40.270 -->
00:26:42.285Questions you know on your one-on-ones.
00:26:43.061 -->
00:26:44.686I will say that one of them is help.
00:26:44.686 -->
00:26:46.090Here's another stat.
00:26:46.090 -->
00:26:58.831Here's a mind-blowing stat I just saw on TV they said that the Gen X and millennials 90 I'm sorry, 75% of workers will watch TV while they're doing their work during the day.
00:26:58.831 -->
00:27:00.193I'm like, do what?
00:27:00.193 -->
00:27:02.205Look at my daughter going.
00:27:02.205 -->
00:27:03.122I'm like, do what.
00:27:03.122 -->
00:27:05.666I'm like this isn't Final Four.
00:27:05.666 -->
00:27:10.431This isn't like the start of the NCAAs, which is supposed to be the lowest productivity time ever.
00:27:10.431 -->
00:27:12.344I was like you've got to be kidding me.
00:27:12.344 -->
00:27:15.865So we went and looked it up and, sure enough, so I did have to ask one of my csrs.
00:27:16.346 -->
00:27:23.054so help me understand I said so what are we watching today on your phone, through our, through our internet?
00:27:23.375 -->
00:27:26.526with the little grin yeah, I said what are we watching today on our phone?
00:27:26.526 -->
00:27:29.503So, but but that's the kind of stuff you know when you go back.
00:27:29.503 -->
00:27:31.110I don't want to talk about this one too.
00:27:31.110 -->
00:27:38.339So performance of your company, you know it's, it's a cost, you know, and to have that cost, I don't even think about it.
00:27:38.339 -->
00:27:47.467I mean, you get all these email guys I know you do, and I get approached at least weekly about somebody who wants to get a free quote on it, quote unquote.
00:27:47.467 -->
00:27:52.887Or you go to a networking group and they're like, hey, can we come over and just give you a free analysis?
00:27:53.490 -->
00:27:59.863I'm like, yeah, I I actually it's not even worth my time right now.
00:27:59.863 -->
00:28:01.106Well, that's why we do quarterly business reviews with you.
00:28:01.106 -->
00:28:12.711I mean, the thing is, it's one thing to be at your revenue levels, but if you go back to startups and thinking about the things you can do, this isn't just about let's talk about where you started with.
00:28:12.711 -->
00:28:14.755Well, I'm just a little handyman company.
00:28:14.755 -->
00:28:15.784Why are they looking at me?
00:28:15.784 -->
00:28:17.201They're now.
00:28:18.022 -->
00:28:22.652It's not the pop-ups, it's not even just the ransomware, it's the email attacks.
00:28:22.652 -->
00:28:34.661I mean, you've gotten it now where I know you're out of the country, and I say why is there a valid login from Ethiopia when I know Chris was at his office for 25 minutes ago when I left there.
00:28:34.661 -->
00:28:40.546We get that constant security operations center monitoring and I'll get a phone call in the middle of the night.
00:28:40.546 -->
00:28:45.365James, there was a valid login in Costa Rica for so-and-so-and-so.
00:28:45.365 -->
00:28:49.421Oh, yes, that's valid, because I got an email from him that he was going to be out of the country.
00:28:49.882 -->
00:28:53.131We have rules associated where you can log in where you can't log in.
00:28:53.131 -->
00:29:08.885But think about this the average business that has five people or less, or maybe 10 people or less, or just a solo entrepreneur, they're not going to be able to spend a ton of money, but there are some things they can do to protect themselves.
00:29:08.885 -->
00:29:11.792And so you get to your level.
00:29:11.792 -->
00:29:14.083You're going to have a managed firewall.
00:29:14.083 -->
00:29:27.423We're tying that event log and the event log of your computers and the event log of your email and the event log of everything you do into a security operations center that is going to 24 by 7 US-based.
00:29:27.423 -->
00:29:30.810Monitor it and record those logs for a year.
00:29:30.810 -->
00:29:39.291So if you are breached then we can turn it over to your insurance company and prove that you did what you said you did on your application, because that's half the battle you hit.
00:29:39.351 -->
00:29:40.456You done two things.
00:29:40.456 -->
00:29:41.582Let's go with that.
00:29:41.582 -->
00:29:42.548The last one first.
00:29:42.548 -->
00:29:50.000So just getting ready to do my insurance renewal, and at the back of my insurance renewal is cybersecurity protection and they had.
00:29:50.000 -->
00:29:56.705I had to show them that I had an MSP so that they could provide me this protection and obviously charged me less premium.
00:29:57.266 -->
00:30:08.189That's true, and the more you can report on it and actively show hey, when I help you, it used to be they just a business owner would send me the policy and I'm supposed to fill it out.
00:30:08.189 -->
00:30:10.123Well, I can't take that risk anymore.
00:30:10.123 -->
00:30:12.730You're responsible for a certain level of risk.
00:30:12.730 -->
00:30:17.500I can help you mitigate that risk and I can report on how you're doing it.
00:30:17.500 -->
00:30:31.696But ultimately, if the city of Atlanta can get ransomware, if all these pipelines and you can't throw enough money at a small MSP like me in a size revenue, you are to say, James, can you 100% protect me?
00:30:31.696 -->
00:30:34.443No, it's layers of security.
00:30:34.524 -->
00:30:37.736So let's go to the next thing, because you's bringing this one up ransomware.
00:30:37.736 -->
00:30:40.803Why would anybody ransomware me, and what the hell does that mean?
00:30:40.803 -->
00:30:42.166What's that?
00:30:42.207 -->
00:30:42.387mean.
00:30:42.387 -->
00:30:49.613So ransomware is an evolution of the virus and the ability to lock down your computer.
00:30:49.613 -->
00:30:56.449So basically, what they're doing is taking a bet that you want your data back.
00:30:56.449 -->
00:30:57.973So bad, you'll pay for it.
00:30:57.973 -->
00:31:02.271We've encrypted it and unless you pay it with Bitcoin that can't be traced.
00:31:02.271 -->
00:31:06.389Well, first of all, don't pay it, because the minute you do, they will unencrypt it.
00:31:06.389 -->
00:31:12.366However, they got it in there in the first place hasn't been solved, so they'll re-ransomware you.
00:31:12.719 -->
00:31:16.930I had my customer in Savannah which is Coastal Grading.
00:31:16.930 -->
00:31:17.792They're a great company.
00:31:17.792 -->
00:31:20.769It's been sold a long time ago.
00:31:20.769 -->
00:31:25.411But they had a friend, a companion company, that got ransomwared.
00:31:25.411 -->
00:31:32.311They paid the ransom, bought new computers, put everything back on.
00:31:32.311 -->
00:31:33.653It got ransomed again.
00:31:33.653 -->
00:31:38.440They expected the insurance company for their cybersecurity to pay for those new computers.
00:31:38.440 -->
00:31:43.360No, you also got to look at what your policy if you have a cyber insurance policy will pay for.
00:31:43.360 -->
00:31:51.367I know I'm birdwalking there a little bit, but ransomware is where somebody's clicked on something or somebody's downloaded something that are a computer.
00:31:51.367 -->
00:32:06.461Or you've had a child at home that's got Minecraft and they've downloaded something to make them cheat at Minecraft that happens to have malware or a bad payload or something in it and they're playing on your work computer and you happily go to work, not knowing that your kid was using it for gaming.
00:32:06.461 -->
00:32:11.366And you open up and suddenly hi get to your files.
00:32:13.631 -->
00:32:14.653This is crazy, right.
00:32:14.653 -->
00:32:16.697So I was asking him.
00:32:16.697 -->
00:32:18.548I'm like, well, what will they do?
00:32:18.548 -->
00:32:19.850He said, well, they'll hold your files.
00:32:19.850 -->
00:32:27.205Now you can't work, and so they're going to ask for a number and they know that you can't go anywhere else and you're going to have to go back to them.
00:32:27.225 -->
00:32:29.288That's right, it's evolved and it used to be.
00:32:29.288 -->
00:32:32.232They'd say we want $500,000 or $50,000.
00:32:32.232 -->
00:32:39.310Now what they do is they get into your systems and try to move laterally across the board, everything from your cell phone to your.
00:32:39.310 -->
00:32:40.212They don't.
00:32:40.212 -->
00:32:42.237Now they've seen you log in.
00:32:42.237 -->
00:32:49.258They see you have a $20,000 bank balance, pretty regularly they're going to ask for $15,000.
00:32:49.258 -->
00:32:51.852If they see you have $100,000, they're going to.
00:32:51.852 -->
00:32:53.216But it's not just that.
00:32:53.216 -->
00:32:57.949They've started to realize, well, a two million dollar ransom isn't going to be paid for this guy.
00:32:57.949 -->
00:33:00.757He could probably pay 15 or 50 or whatever.
00:33:00.757 -->
00:33:20.211But more importantly, it's who you're doing business with right, because if they can trick your system and this happens all the time you have 12 tabs open and one of your employees clicks on a fake email, logs in, suddenly they have access to every login on every one of those tabs.
00:33:20.211 -->
00:33:22.545So think about the tabs you have open on your browser.
00:33:22.545 -->
00:33:25.571It might be your bank, it might be your CRM.
00:33:25.792 -->
00:33:27.856It might be your QuickBooks online?
00:33:27.856 -->
00:33:28.564It might be.
00:33:28.564 -->
00:33:30.407Yeah, Boats, boats, boats.
00:33:30.587 -->
00:33:33.632I have 18 open right now.
00:33:34.113 -->
00:33:38.640So if you were to click on that, they have access to all of those systems.
00:33:38.640 -->
00:33:44.798So suddenly you're communicating with your attorney or you're about to close on a piece of property.
00:33:44.798 -->
00:33:55.676They see that there's a oh, you're buying a piece of property in Captiva and so, and so, suddenly, they'll interject themselves into that email chain with your signature.
00:33:55.676 -->
00:34:07.872Looks like it came from you, it might even have been from you, and they've got hidden rules in your Office 365 that are moving anything from this to a hidden folder and you don't even know that.
00:34:07.872 -->
00:34:13.378So and so is not there clicking on replying oh yeah, I'll give you an updated wire instruction.
00:34:13.378 -->
00:34:17.054And suddenly that money for your down payment or whatever, whatever.
00:34:17.125 -->
00:34:18.711This is making my blood pressure go up.
00:34:18.711 -->
00:34:25.353I mean, I'm so uncomfortable right now because you know, to be honest with you, when we start talking about computers it's blah, blah, blah, pop-ups, blah, you know.
00:34:25.353 -->
00:34:31.177But this is how close are we to being able to hit a button and nuke them back?
00:34:36.344 -->
00:34:44.485Well, I can tell you this If I had my laptop with me, it's in the truck, but I can actually get in and pull up Trusted Toolbox and tell you every attack down to the apartment building or the city they're in.
00:34:44.485 -->
00:34:50.952Oh, so we can trace them now Can't do anything about it other than block that IP address or block.
00:34:51.740 -->
00:34:53.327Chris knows some people that can do some things.
00:34:53.327 -->
00:34:55.931Yeah, that's a different podcast.
00:34:55.931 -->
00:34:56.972No, it's this podcast.
00:34:56.972 -->
00:34:58.896Yeah, it is my podcast.
00:34:59.376 -->
00:35:00.840I've asked too, and he said, no, you can't do that.
00:35:01.105 -->
00:35:03.010I said where are these 90 attacks coming from?
00:35:03.010 -->
00:35:04.135He goes, yeah, I know where they're coming from.
00:35:04.135 -->
00:35:05.626I said, all right, let me have it.
00:35:05.626 -->
00:35:06.008He goes.
00:35:06.008 -->
00:35:10.655I can't Give me the address, so, but all right, so we have that here at the Trusted Toolbox.
00:35:10.655 -->
00:35:11.097Trusted toolbox.
00:35:11.097 -->
00:35:15.345But if I am a smaller guy, let's say I've got three or four people, what, what should?
00:35:15.345 -->
00:35:22.849What preventive measures should I take before I decide to go yeah and and take the leap into ms 100 paper and courier pigeons.
00:35:22.849 -->
00:35:31.708Thank you, thank you capital aarp, yeah get off my lawn kids savannah's watching the movie already.
00:35:31.989 -->
00:35:33.070Yeah, we.
00:35:33.070 -->
00:35:34.032We've already lost her.
00:35:34.032 -->
00:35:34.894She's gone Long gone.
00:35:38.265 -->
00:35:39.026She's planning dinner.
00:35:39.026 -->
00:35:42.911So before you, you'll know you need an MSP.
00:35:42.911 -->
00:35:56.258When, just like you mentioned, chris, when it comes to the point where you're spending enough time that it's preventing you from proactively working on your business, employees will hide behind the tall grass.
00:35:56.258 -->
00:36:00.500And so things like productivity is the point where I'm smoking at the back.
00:36:00.500 -->
00:36:02.708The internet's not working, I might not take a smoke break.
00:36:02.708 -->
00:36:03.992Oh, my printer doesn't work.
00:36:03.992 -->
00:36:10.858They will find every excuse not to do their job, and then they've taken that monkey and put it on your desk.
00:36:10.858 -->
00:36:17.782So at that point, when you're doing too many balancing of monkeys, that's when you know you need to invest in a third party.
00:36:17.782 -->
00:36:23.847Somebody that has the ability to multitask and has a team of people that are can help you with your IT needs.
00:36:24.510 -->
00:36:37.777But to start with, if I was a brand new startup I just read E-Myth Mastery, one of my favorite books, michael Gerber and you take the leap of faith and you say I'm doing it the first thing I would invest in is a firewall.
00:36:37.777 -->
00:36:47.849You know you'll see people at home using their Comcast modem thinking that that's going to protect them, and it doesn't.
00:36:47.849 -->
00:36:49.235It just doesn't.
00:36:49.235 -->
00:36:52.634Comcast isn't in the business of protecting your data.
00:36:52.634 -->
00:36:56.275They just provide you a pipeline to get to a certain place.
00:36:56.275 -->
00:37:17.175So a firewall is very important, and that can range from a few hundred dollars to something like we've got in place with you, which is monitored and proactively managed, and several thousand dollars versus a Netgear or a WatchGuard, or WatchGuards are managed as well, but those ones you see at Best Buy Okay.
00:37:17.175 -->
00:37:18.771So that's better than nothing.
00:37:19.445 -->
00:37:28.153So good, better, best, you're saying that's good, it's okay, let's at least get a firewall, and let's at least change the default password from admin.
00:37:28.253 -->
00:37:30.826Admin or your password of password A.
00:37:30.865 -->
00:37:33.811B, C, D, E it's actually 1, 2, 3, 4.
00:37:33.811 -->
00:37:38.771I just had a heart attack.
00:37:38.771 -->
00:37:40.195You're gonna have to change it before this airs.
00:37:40.195 -->
00:37:41.682That's so funny, I love it so, yes, that that.
00:37:41.722 -->
00:37:44.591So now everybody can hack into everything for me, no, come on.
00:37:44.591 -->
00:37:46.074I mean, my passwords are all over the place.
00:37:46.074 -->
00:37:48.347But um, how many passwords?
00:37:49.088 -->
00:37:52.356well, that's actually that comes into number three on my list, all right go.
00:37:52.356 -->
00:37:54.811But so the firewall is basically.
00:37:54.811 -->
00:38:00.187Just think about it, as you just built a moat around your castle right, got it, so you've got a better.
00:38:00.187 -->
00:38:04.757It's better than just having the castle walls up, which is good, but you need a moat.
00:38:04.757 -->
00:38:13.171Well, at that point, the next thing is replacing those Alligators in the moat, that's right, We'll call that EDR.
00:38:15.224 -->
00:38:16.811That used to be antivirus Endpoint detection and response.
00:38:16.811 -->
00:38:18.195I'm getting computers, Chris, Did you hear that?
00:38:18.195 -->
00:38:23.036So the second thing is and this is I'm trying- to, I make fire.
00:38:23.557 -->
00:38:24.097Good job, alan.
00:38:24.097 -->
00:38:25.190Go back to coloring your crayons.
00:38:25.190 -->
00:38:27.593Gronk, chunk, ronks, make sparky.
00:38:27.593 -->
00:38:30.849I get computers, alligators and butts.
00:38:30.849 -->
00:38:33.211Hey, I got it and he comes up with EDR.
00:38:33.211 -->
00:38:38.280I'm like, I'm trying to I'm actually trying to write down EDR, because I don't even know what it means.
00:38:39.204 -->
00:38:41.490It's shorthand for alligator Detection and response.
00:38:41.490 -->
00:38:50.767Think of it as antivirus on steroids Used to be.
00:38:50.767 -->
00:38:53.151You'd have antivirus and the definitions would come down once a week or whenever.
00:38:53.151 -->
00:38:56.556Edr is the advanced version of that, where real-time your activity is being scanned.
00:38:56.556 -->
00:39:06.856If there's a malware or a bad piece of software, it's called a PUP Potentially Unwanted Program Something that you might have clicked on and said, yes, you know how impatient we all are.
00:39:06.856 -->
00:39:07.336I've done it.
00:39:07.336 -->
00:39:10.835You log in, click, click, click, yes, yes, yes, give me what I need to know.
00:39:10.835 -->
00:39:13.505I've got a phone call in 10 minutes that one.
00:39:13.505 -->
00:39:19.613So EDR is the next Plan on spending between $3 and $7 per person on something like that.
00:39:20.006 -->
00:39:21.552For a basic level of EDR.
00:39:21.552 -->
00:39:23.380So I've got to put a firewall in.
00:39:23.380 -->
00:39:25.472I need to get an endpoint detection response.
00:39:25.472 -->
00:39:27.092Give me a name on that one.
00:39:28.367 -->
00:39:35.253We use Datto EDR, but there are things like Huntress.
00:39:35.253 -->
00:39:38.111There are countless good versions.
00:39:38.111 -->
00:39:38.853That sounds good.
00:39:38.853 -->
00:39:39.515Get that one.
00:39:39.756 -->
00:39:40.617That does sound sexy.
00:39:40.925 -->
00:39:55.034It gets to the point where you can lock down to nothing called Threat Locker, where it is a zero-trust type application where nothing is trusted unless we approve it ahead of time, but an EDR, even some of the decent manufacturers.
00:39:55.034 -->
00:39:57.219Now you don't want McAfee.
00:39:57.219 -->
00:40:00.213Some of these are just crap.
00:40:00.213 -->
00:40:02.672They just come on the home edition computers.
00:40:02.672 -->
00:40:06.193Do your research, Don't expect to spend more than $7.
00:40:06.193 -->
00:40:18.059At that point you're going to get into where you have a security operations center monitoring for things a little bit more proactively than just the software trying to do it's true, because I mean, if you would have said, what would you do?
00:40:18.079 -->
00:40:20.588I was like, well, I knew they're norton and I knew mcafee.
00:40:20.588 -->
00:40:21.731That's the only two names I knew.
00:40:21.731 -->
00:40:23.807Right, but I don't have to know that stuff anymore.
00:40:23.807 -->
00:40:25.813But now he's saying he's unlocking it for you.
00:40:25.813 -->
00:40:27.144You know to tell you what to do.
00:40:27.286 -->
00:40:35.980So firewall, put your alligators in your moat for alan that's called edr and then the next thing is you put oil in the moat and light it on fire.
00:40:36.305 -->
00:40:37.691That's why I can't wait to hear what number three is.
00:40:38.224 -->
00:40:40.874Well, I think the third Wow.
00:40:42.245 -->
00:40:46.133No no, guess it's a whole new level you haven't even reached the wall yet Wait to see what's coming.
00:40:46.133 -->
00:40:50.707Wait to see what he does with that thing, I think the password manager is the most important thing.
00:40:50.747 -->
00:40:52.210Next, things like LastPass.
00:40:52.210 -->
00:41:19.590There are so many passwords and there are so many times where we'll do a scan on the dark web and we'll see that Chris has used password as his password for 93 websites or whatever complexity, and then you forget them having something that is encrypted Capital P password and the at sign for the A Weird Ooh, uh-oh oh here, I didn't even give that one up, and now he's gotta go to teach my password again.
00:41:21.414 -->
00:41:22.646Don't worry, I've got you what?
00:41:22.687 -->
00:41:25.961all right, so last pass, last pass is a good one.
00:41:25.961 -->
00:41:26.664There's others.
00:41:26.664 -->
00:41:31.385There's there's a quite a few, and all of them have been breached at one point of the other.
00:41:31.385 -->
00:41:35.437Theoretically, I'm just mentioning that one.
00:41:35.437 -->
00:41:36.570There's a lot of others.
00:41:36.570 -->
00:41:43.414Just something to manage your passwords where it's not a spreadsheet or a note on your phone, because my wife keeps her passwords and notes on her phone.
00:41:43.925 -->
00:41:47.351So we don't do that at the Trust the Toolbox, we just use sticky notes.
00:41:47.805 -->
00:41:51.271I think sticky notes are the most secure thing I've heard so far in this podcast.
00:41:51.271 -->
00:41:52.014No, actually.
00:41:52.266 -->
00:41:54.153I think his rates are going up far in this podcast.
00:41:54.153 -->
00:41:55.294No, actually I think his rates are going up, oh my god.
00:41:55.314 -->
00:41:57.918So what's funny is I said, hey, james is coming over, and I used to go to cindy.
00:41:57.918 -->
00:42:00.467I'm like, hey, I think it's time to get rid of those posted.
00:42:00.527 -->
00:42:02.070They're faded, the color's gone.
00:42:02.091 -->
00:42:04.958Yeah, and she put a bit in her drawer, one that we don't lock.
00:42:05.265 -->
00:42:09.795I'm like that's awesome I think that, I think that actually kind of works.
00:42:09.795 -->
00:42:13.230No, actually everybody no no, no, so you said something.
00:42:13.230 -->
00:42:14.593Sorry, I'm going to digress a little bit.
00:42:14.593 -->
00:42:15.977What is the dark web?
00:42:15.977 -->
00:42:17.490I mean, it sounds so ominous.
00:42:17.490 -->
00:42:21.535It's where the mafia hangs out and all the Russians and all that stuff.
00:42:21.535 -->
00:42:22.617Basically, okay.
00:42:23.586 -->
00:42:27.373So it is a version of.
00:42:27.373 -->
00:42:29.517I'll try to make this as simple as possible.
00:42:29.537 -->
00:42:30.519Thank you, I appreciate it.
00:42:30.845 -->
00:42:31.890Alan sport rock.
00:42:36.204 -->
00:42:37.393Don't forget the oil and the alligators.
00:42:37.393 -->
00:42:38.057I got flaming alligators.
00:42:38.057 -->
00:42:38.823The listeners were on it with that.
00:42:38.823 -->
00:42:40.510Okay, great, I've lost my train of thought.
00:42:40.510 -->
00:42:41.393What's a dark web?
00:42:41.644 -->
00:42:45.836Okay, so think of the Internet where you can Google anything you want, all right, yeah.
00:42:45.836 -->
00:42:54.657Now if you provide a VPN or a hidden tunnel to another version of the Internet, that's a dark web.
00:42:54.657 -->
00:43:07.228It's where your identity is stolen and they sell your credentials.
00:43:07.228 -->
00:43:09.153Perhaps you may have gone to a lot of this happens to a lot of people.
00:43:09.153 -->
00:43:13.967They'll go to Chewycom or OfficeDepotcom and Office Depot hasn't protected your username and password, right.
00:43:13.967 -->
00:43:23.961They get breached and suddenly you'll see, oh, on the news, blah, blah, blah, I got breached and they've lost your social security number, your credit card information.
00:43:23.961 -->
00:43:29.856It doesn't take just one of those Like Office Depot is going to give a username and maybe a password.
00:43:29.856 -->
00:43:31.251Well, that's a starting point for them.
00:43:31.251 -->
00:43:34.432So then, what these brokers do for pennies.
00:43:34.432 -->
00:43:41.432I could buy 15,000 names and social security numbers and medical information on the dark web for a penny a piece.
00:43:41.585 -->
00:43:43.820Why don't you just do that for your customer list, Chris.
00:43:43.820 -->
00:43:44.425That's what I'm thinking.
00:43:44.726 -->
00:43:45.860I've already done that for her.
00:43:45.860 -->
00:43:47.691Okay, how do you think I got the new truck?
00:43:48.072 -->
00:43:51.573Hey, you do have a nicer truck than Chris does.
00:43:51.573 -->
00:43:52.436What is that?
00:43:58.704 -->
00:43:59.347Oh, a nicer truck than chris does.
00:43:59.347 -->
00:43:59.628What is that?
00:43:59.628 -->
00:44:00.170Oh, I haven't seen that man.
00:44:00.170 -->
00:44:00.451I was already.
00:44:00.451 -->
00:44:01.535I was already in here getting ready for the podcast.
00:44:01.535 -->
00:44:02.097Sorry, no, seriously it's so.
00:44:02.097 -->
00:44:02.899Just think of it as the bad guy's home.
00:44:02.899 -->
00:44:04.403Everything's for sale, whether it's drugs, whether it's weapons, whether it's.
00:44:04.425 -->
00:44:14.532I mean, I'm making this very simplified, but not enough for alan, but for our listeners they're getting it but it's just not easily found, I mean, it, it.
00:44:14.733 -->
00:44:25.332It is if you're a bad guy and you can think about the way sophistication apparently I'm not a bad guy, no, I'm not either, if they spent half their time, half of this time, getting a real job.
00:44:25.432 -->
00:44:29.126I know I know there's really brilliant, so for a password manager.
00:44:29.207 -->
00:44:31.231Think between there's free versions.
00:44:31.231 -->
00:44:43.577Last pass has a free version for your family and the nice thing about that is you can put in your Gwinnett water all the things that if something happened to you your Facebook, your phone pin it's encrypted.
00:44:43.577 -->
00:44:47.536Your wife would be able to log in and see all of those things if something happened.
00:44:47.684 -->
00:44:49.633It's just being you know All right.
00:44:49.633 -->
00:44:50.706So, man, we're running out of time.
00:44:50.706 -->
00:44:51.367This stuff is so good, all right.
00:44:51.387 -->
00:44:52.028So, man, we're running out of time.
00:44:52.048 -->
00:44:53.389This stuff is so good, all right, so one, two, three.
00:44:53.389 -->
00:44:53.870What else do you have?
00:44:54.030 -->
00:44:57.294Multi-factor authentication hey, you almost did your password One, two, three, four, five, six, seven.
00:44:58.436 -->
00:45:00.157So multi-factor authentication.
00:45:00.157 -->
00:45:00.838It's upside down.
00:45:00.838 -->
00:45:02.141Everybody hates it.
00:45:02.141 -->
00:45:13.739Everybody finds it completely annoying to have to go to your phone, get a text message that says type this in that's the base level you want for your banking or anything important.
00:45:13.739 -->
00:45:14.340I got out of that one.
00:45:14.360 -->
00:45:14.661You broke me.
00:45:14.661 -->
00:45:15.483You love that one, didn't you?
00:45:15.483 -->
00:45:18.091I broke out Multi-factor authentication.
00:45:18.091 -->
00:45:18.994So I have that.
00:45:18.994 -->
00:45:21.032We have that because we have Office 365.
00:45:21.032 -->
00:45:23.010So they're the kings of that one right now, right.
00:45:23.432 -->
00:45:23.974Well, yes.
00:45:23.974 -->
00:45:28.416However, do you have it on your ability to remote in and look at your files?
00:45:28.416 -->
00:45:31.474Do you have it on your phone system?
00:45:31.474 -->
00:45:39.050Do you have it on all the devices that you can turn that on?
00:45:39.050 -->
00:45:39.652It's a pain.
00:45:39.652 -->
00:45:53.197You should then get a tool like duo or microsoft's authie or authie, and then microsoft has their own, and what will happen is it'll it'll instead of text messaging you, because now we can clone phone sims, right, so we can make a fake version of your cell phone.
00:45:53.197 -->
00:45:55.164Wow, the bad guys can not me.
00:45:55.164 -->
00:45:57.068Wow, right, so then I'm a good guy.
00:45:58.193 -->
00:46:00.362I think he can, I think he could be a bad guy.
00:46:00.362 -->
00:46:02.771I know he's just choosing to be good.
00:46:02.832 -->
00:46:03.997He's chosen the right path.
00:46:03.997 -->
00:46:05.082You have chosen wisely.
00:46:05.082 -->
00:46:05.945It's like a paladin.
00:46:05.985 -->
00:46:06.827But what happens then?
00:46:06.907 -->
00:46:07.008is.
00:46:07.008 -->
00:46:09.735It's a push notification to that application.
00:46:09.735 -->
00:46:16.047That's tied and encrypted and again, that's simplified.
00:46:16.047 -->
00:46:16.929Last thing backups, thing, backups.
00:46:16.929 -->
00:46:17.451All right, here we go.
00:46:17.451 -->
00:46:18.855That's what I wanted to get to this at the very, very minimum.
00:46:18.855 -->
00:46:27.875Think about your office 365, your email, your files in the cloud dropbox, one drive, any of the e-folder, any of the data services.
00:46:27.875 -->
00:46:32.670Consider yourself a renter and think about renters insurance.
00:46:32.670 -->
00:46:38.730Microsoft Office 365 is there to provide you the apartment.
00:46:38.730 -->
00:46:41.436They're there to make sure the apartment's interable.
00:46:41.436 -->
00:46:45.133If something happens and it burns down, they have to replace the infrastructure.
00:46:45.133 -->
00:46:47.047What happens to your stuff inside there?
00:46:47.047 -->
00:46:50.276Make sure you have cloud backups.
00:46:50.276 -->
00:47:01.637Make sure you at least have something if you're a one-man show and don't have a server, things like a Carbonite or anything that will cloud backup your laptop if you don't have what you have in place.
00:47:01.878 -->
00:47:02.900Wow, All right.
00:47:02.900 -->
00:47:10.739So in Alan's case, what would happen there is that the oil alligator oil on fire would come into his place and blow it all up.
00:47:10.925 -->
00:47:11.748Alan's case.
00:47:11.748 -->
00:47:12.992He's going to be at the kitchen.
00:47:18.585 -->
00:47:21.451He's going to put a plank down for the guy that looks like you know Freddy Krueger, to bring in the groceries and leave it down.
00:47:21.451 -->
00:47:22.231That's right, alan, all right.
00:47:22.231 -->
00:47:22.532So here's.
00:47:22.532 -->
00:47:25.318Here's an example of why backups are so important.
00:47:25.318 -->
00:47:28.428Also, it's not even cybersecurity, it's not.
00:47:28.428 -->
00:47:34.535It's just some of your employees can get ahold of a file and delete it really quickly and then they go.
00:47:34.535 -->
00:47:36.458Hey, chris, can't find our price list.
00:47:36.458 -->
00:47:36.978Where'd it go?
00:47:36.978 -->
00:47:38.260I can't do anything.
00:47:38.260 -->
00:47:39.300Where's my price list?
00:47:39.300 -->
00:47:41.331I'm like, well, it was right there, let me go.
00:47:41.331 -->
00:47:42.655Where is it?
00:47:42.655 -->
00:47:44.130Well, I went in there and grabbed it.
00:47:44.130 -->
00:47:45.909I'm like did you grab it?
00:47:45.909 -->
00:47:48.816Or did you hit the D button for dumbass?
00:47:48.816 -->
00:47:52.669D delete dumbass and that Delete dumbass All in the same sentence?
00:47:52.669 -->
00:47:53.871That's an innocent issue.
00:47:54.391 -->
00:48:14.296What about something more along the lines of you have somebody in your QuickBooks that's doing your state Sales tax Sales tax, for instance but instead of paying it electronically to the and this happened to somebody I know, a customer their person was routing their state unemployment tax.
00:48:14.296 -->
00:48:16.652It's shown in QuickBooks that they paid it.
00:48:16.652 -->
00:48:19.653They were routing that money into their personal bank account.
00:48:19.945 -->
00:48:21.251Now, obviously, they got caught.
00:48:21.251 -->
00:48:22.872You need to fire your accountant right now.
00:48:22.872 -->
00:48:24.445No, my accountant's not doing that?
00:48:24.466 -->
00:48:24.987Your bookkeeper?
00:48:24.987 -->
00:48:26.990Yeah, no, oh, okay, are they doing that?
00:48:26.990 -->
00:48:27.630I don't know.
00:48:27.731 -->
00:48:28.451But here's the point.
00:48:28.451 -->
00:48:30.934Can't you tell I don't either, if you have done right.
00:48:31.495 -->
00:48:36.101You can go back months and potentially you've done accounting.
00:48:36.101 -->
00:48:39.344What was the P&L then versus now?
00:48:39.344 -->
00:48:47.812At least you have the ability to go back, even if you're just to have one computer, carbonite or something along those lines.
00:48:48.005 -->
00:48:49.492We're going to have to skip the four questions.
00:48:49.492 -->
00:48:50.851I know we are this is great.
00:48:51.988 -->
00:48:56.914Guys, as we wrap this one up, you're figuring out there's a lot of little things you can do on your own.
00:48:56.914 -->
00:49:06.055But if you want to go to a managed service provider, I don't think you're going to find it as expensive and you can actually cost justify it quicker than nine months that Chris did.
00:49:06.055 -->
00:49:07.370Let me speed this up for you.
00:49:07.370 -->
00:49:10.592It definitely was a help because it took me out of the.
00:49:10.592 -->
00:49:13.898Well, I need to get a new laptop for a guy, all right.
00:49:13.898 -->
00:49:15.798Well, I need to get a new laptop for a guy, all right, chris, what did you used to do?
00:49:15.818 -->
00:49:21.943Well, I used to go look at Best Buy, then I go to Costco and then I go see if I can get a deal with Dell, and then I'm all over the place and then I get the one.
00:49:21.943 -->
00:49:24.146That all, basically, is just a web appliance.
00:49:24.146 -->
00:49:24.986Isn't that good?
00:49:24.986 -->
00:49:25.907And those guys?
00:49:25.907 -->
00:49:27.709So now I just say, all right, this is what I need.
00:49:27.709 -->
00:49:31.733And they go okay, set it up.
00:49:31.733 -->
00:49:43.753They buy the laptop, they get it cheaper than I could have gotten anywhere, and I don't care, because it's all set up and it sits right there and the guy can start working day one and I can start training him on trusted toolbox shit as opposed to how do we set up a computer shit.
00:49:43.753 -->
00:49:45.077What a massive time saver.
00:49:45.077 -->
00:49:51.637It really has been a massive time saver for me and peace of mind, a lot of peace of mind, because we did get hacked.
00:49:51.637 -->
00:49:53.740You know, our email got compromised years ago.
00:49:53.740 -->
00:49:56.662That was me, no, but that again.
00:49:57.425 -->
00:49:58.892It happens still every day.
00:49:59.213 -->
00:50:03.110Yeah, so you guys closed it down quick and then we had to go back in.
00:50:03.110 -->
00:50:05.534Everybody had to get password educated again.
00:50:05.534 -->
00:50:08.534And now good news is all my passwords.
00:50:08.574 -->
00:50:08.976What is it?
00:50:08.976 -->
00:50:11.945It's apparently didn't stick 9876?
00:50:12.626 -->
00:50:13.572Apparently didn't stick.
00:50:15.508 -->
00:50:16.414I'm going to throw one off on you.
00:50:16.414 -->
00:50:16.899Don't forget the L.
00:50:16.899 -->
00:50:17.423But that's an upside-down.
00:50:17.423 -->
00:50:17.5457.
00:50:17.545 -->
00:50:20.854Oh, multi-factor authentication.
00:50:20.854 -->
00:50:23.751Chris has got it going on, I'm going to use the upside-down 8 in my password.
00:50:23.751 -->
00:50:24.152There you go.
00:50:24.152 -->
00:50:24.785I love it All.
00:50:24.785 -->
00:50:27.585Right guys, this has been awesome, Like.
00:50:27.606 -->
00:50:29.794I said we could have gone all over the place.
00:50:29.794 -->
00:50:34.412We got a little taste of how James started his business and scaled using technology.
00:50:34.412 -->
00:50:39.620We'll get him back on talk about AI and scaling in the future, because I think it'd be awesome to have you come talk about that.
00:50:39.620 -->
00:50:53.088But in the meantime, this is something that if it's happened to you, you know it's a big deal and it's a pain in the ass, and it's happened to me, and not in a big way, just in little things, and that's made me go wow, I don't ever want that big thing to happen.
00:50:53.088 -->
00:51:08.259So I'm actually I'm all for it, I like it, and when I see people trying to kind of crisscross in our world, in my business, I'm like no, no, you got to get back in, you got to do this thing the right way and don't open those stupid emails.
00:51:08.318 -->
00:51:09.463And what are you watching today, alan?
00:51:09.463 -->
00:51:09.785All right guys.
00:51:10.345 -->
00:51:11.447I'm watching my water bottle.
00:51:11.467 -->
00:51:12.869This is a great episode Alan the cool water bottle.
00:51:12.869 -->
00:51:14.250I really like that water bottle.
00:51:14.711 -->
00:51:15.932You know what Echo?
00:51:15.932 -->
00:51:16.874It's like the Fountain of Youth.
00:51:16.874 -->
00:51:18.216It's a high-tech water bottle.
00:51:18.216 -->
00:51:20.378Screw that we're going back to bourbon next episode.
00:51:20.498 -->
00:51:20.878All right, guys.
00:51:20.878 -->
00:51:22.240If you put bourbon in it, what would happen?
00:51:24.186 -->
00:51:25.410Oh, healthy bourbon.
00:51:25.410 -->
00:51:30.867Healthy bourbon, we love it, I love it when they say healthy bourbon.
