Thanksgiving is more than just a holiday; it’s a pause. A rare moment when the relentless pace of work slows, giving us the chance to step back, breathe, and think about the bigger picture. 

For MSPs, this pause is invaluable. Between troubleshooting client issues, managing escalating tickets, and ensuring systems run smoothly, it’s easy to get lost in the day-to-day grind. But as the year draws closer, Thanksgiving offers a chance to reflect: are you focusing on the right problems to solve?

This brings to our mind a Thanksgiving tale—simple, yet profound—that holds lessons for all of us in business.

Many of you might have heard this story from your family or colleagues during the holiday season. But for those who haven’t, allow us to be your storyteller today. 

So, grab your champagne and smoked turkey, and let’s dive into a story because sometimes, even the simplest tales can spark the biggest shifts in perspective.

The Ham and the Oven: Solving the Wrong Problem

A family gathers to prepare their Thanksgiving feast. As the ham is being prepped, one partner grabs a knife and slices off a large chunk from the end of the ham. Confused, the other asks, “Why are you cutting the end off?”

“That’s how it’s always been done,” comes the reply. “It’s the way my mom taught me.”

Curious, they call Mom to ask why she always cut the end off the ham. “Well,” she says, “that’s how Nana always did it.”

Determined to get to the bottom of it, they ask Nana. With a twinkle in her eye, she explains, “Oh, that’s because when I first started cooking, our oven was too small to fit a whole ham. Cutting the end off was the only way to make it fit!”

What started as a practical solution had turned into a tradition that no one thought to question—long after the original problem ceased to exist.

So, what’s your “Ham”?

As an MSP, it’s common to inherit workflows, tools, or processes from previous business practices or industry norms without stopping to question if they still serve a purpose. These “hams” might have been the best solution at one time, but as your business evolves, they could be creating inefficiencies, adding unnecessary complexity, or even holding you back.  

Here’s how to identify and address these inherited habits to align with your current goals:

1. Legacy Workflows That No Longer Scale  

Are your processes built for where your business was, not where it is today? Legacy workflows might feel familiar, but they can create bottlenecks. For example, if your ticketing system prioritizes email-based requests and manual triaging, it might struggle to keep up with today’s demand for faster, more efficient resolutions. Evaluate workflows to ensure they’re optimized for your current team size and client expectations.  

2. Tools That Don’t Evolve with Your Needs  

Tech stacks often grow piecemeal, with tools added to solve specific problems over time. However, these tools might not integrate well or scale effectively as your business grows. Regularly review your tech stack to identify redundancies or gaps. Look for modern solutions that offer flexibility, integrations, and automation to adapt to evolving needs.  

3. Service Models That Don’t Reflect Current Clients  

Are your service offerings and agreements tailored to your clients today? Service models inherited from earlier stages of your business might not meet the expectations of your current client base. Revisit your service agreements and offerings to ensure they focus on delivering value, clarity, and results that matter to your clients.  

4. Processes Adopted Without Question  

Sometimes, it’s easy to follow industry trends or practices without evaluating their relevance. For instance, billing models, escalation paths, or ticket prioritization systems might be borrowed from competitors or mentors but may not fit your unique business. Instead of replicating what others do, focus on practices and solutions that align with your business goals and client needs.  

5. Reactive Problem Solving  

Do your processes focus more on addressing issues as they arise rather than preventing them? While reactive problem-solving can resolve immediate concerns, it’s often less efficient and more resource-intensive. Shifting toward proactive approaches—like automated monitoring, standardized documentation, and regular system audits—can reduce recurring problems and improve client satisfaction.  

Building a Smarter MSP Business 

To break free from outdated practices, take a step back and ask critical questions about your operations:  

– Why are we doing things this way?  

– Does this solve a current problem or address a past one that no longer exists?  

– Is there a more efficient or scalable alternative?

Breaking Traditions for a Better Future

The lesson of the ham isn’t just about avoiding inefficiency; it’s about being intentional. It’s a reminder that solving problems isn’t enough—you need to solve the right problems.

This Thanksgiving, as you reflect on the past year, think about the practices, tools, or workflows in your business that might be holding you back. Challenge assumptions, question traditions, and embrace the opportunity to build a business that’s not just surviving but thriving.

Here’s to a Thanksgiving filled with gratitude, reflection, and the courage to carve a new path forward—no ham left behind.