How One Toxic Client Changed My MSP Approach | EP116

All Things MSP

What happens when your MSP signs a client who turns around and accuses you of being the hacker? In this candid episode of the All Things MSP Podcast, Justin and Eric welcome Jackson Pavelka of Devout Consulting to share a cautionary tale every IT service provider needs to hear. From empathy-driven service to getting caught in a whirlwind of paranoia and fear, Jackson opens up about the painful lesson of when—and how—to walk away from a client.
We dive into:
The dangers of ignoring red flags
Setting clear client boundaries and contracts
Balancing compassion with business protection
Why not every client can be saved
Whether you're a solo tech or run a growing MSP, this episode delivers real-world insights into managing difficult clients and preserving your mental and business health.