I just got back from taking (American) Thanksgiving off and spending a few days in Mexico City. It was incredible. I walked everywhere, ate everything, and fully leaned into vacation mode.

And by fully leaned in I mean that I brough my laptop, checked my emails every day and did a little bit of work to stay on top of everything.

Before we left, a few clients kindly said, “Don’t work. Disconnect. We’ve got this.”
And honestly, that was comforting. Most of my clients are in a healthy Run State (see what I did there?) right now, so I could go offline if I wanted to.

But here’s the truth:

I relax more when I do a light daily check-in.
Twenty minutes. Quick scan.

Going fully offline? That actually stresses me out more.
My brain starts imagining disasters that aren’t happening, and instead of being present, I’m wondering what’s piling up.

So I’ve stopped feeling guilty. If the system is humming, I can rest.

And here’s where this ties directly back to operations:

You do not have to follow “industry advice” if it makes things harder for you.
You just need to follow the habits that keep your system, and your brain, running smoothly.

You Don’t Have to Run Your Company the Way Everyone Says You Should

There’s so much rigid advice in the MSP space:

“Owners shouldn’t check the ticket board.”
“You must disconnect on vacation.”
“You can’t change a process unless the whole company is aligned.”

And sometimes, this is good advice. Other times, it doesn’t work for your organization.

Some leaders stay close to the details.
Some prefer a weekly pulse instead of a daily one.
Some test a service with one client first.
Some build in public and refine as they go.

None of this is wrong.
It’s only wrong if it goes against your operational rhythm or your company’s culture.

The MSP Rules I Could Talk About…

But Dean Does It Better

Since this edition is all about breaking (or at least bending) the so-called rules of running an MSP, it feels only right to bring in the king of tasteful MSP chaos himself: Dean Trempelas.

If you’re not following Dean on LinkedIn, start.
Every Monday he posts a “Spicy Monday” take that lights up the comment section in the best possible way - smart people, real experience, genuine debate, and the occasional existential crisis.

Need a preview before you hit follow? Here are a few of my favourite Dean Specials:

“The Future Is Coming; Buy Our Tool or Die.”

The anthem of every aggressive vendor pitch.
Sometimes the future is coming - but also, sometimes the vendor is just coming for your wallet.

“You Can Fix Every MSP Except the One You Own.”

We all feel this one.
Change is always easier when it’s someone else’s tools, someone else’s team, someone else’s culture.

Why I Love These Takes

Because they’re not actually “hot takes.”
They’re reminders that best practices only work if they fit your culture, your team, and your operational reality.

Just like my 20-minute-a-day vacation check-ins, sometimes the rulebook helps, and sometimes the rulebook is the problem.

This industry has so many absolutes. So many “musts.” So many “if you don’t do X, you’ll never scale.”

But when you actually look at the most successful MSPs?
They all work differently.
They all break different rules.
And somehow, they all get where they’re going anyway.

Free Downloads/ Resources

ConnectWise PSA Year-End Checklist (YouTube)
All my clients have been asking for this so I have posted a simple, practical walkthrough of everything you should review before closing out the year: Time and Expense Calendar setup, Work Role and Work Type Audit, Charge Code Audit and Holidays.

Catch Monica Live!

Austin Meetup - Thursday, Dec 11 at 5:30pm
We’re doing an informal get together before the end of the year in Austin, TX.
Where: Punch Bowl Social - the Congress Location
Thursday (tomorrow) Dec 11, 5:30pm
Reply here if you’d like to swing by!

Thanks for reading this week.
I’d love to know, what Operational “Rules” are you breaking?