599: Empowering Your Tech Business: Systems, Billing, and Client Communication

597: Caught in the Cloud: Backup Battles and Cyber Scams

In this episode of Command Control Power, the hosts delve into various technical and customer service issues they have encountered recently. They start with a detailed rant about Backblaze’s abrupt change in their prorated refund policy, which affected the way they manage client licenses. The conversation shifts to issues with Amazon's high-value electronics return policy, and Sam shares a frustrating story about dealing with a delayed and ultimately lost iPhone shipment. Joe recounts a complicated man-in-the-middle scam involving Microsoft 365 and Dropbox, highlighting the challenges of protecting clients from evolving security threats. The episode ends with a discussion about Apple Business Connect and their stringent logo approval process, and a short review of the action-packed movie 'The Beekeeper'.

00:00 Introduction and Opening Remarks

00:08 Customer Support Rant: Backblaze Experience

01:26 Policy Changes and Their Impact

03:34 Challenges with Backblaze Services

12:09 Affiliate Program Issues

16:21 Amazon Return Policy Frustrations

21:26 iPhone Delivery Nightmare

27:37 AppleCare Plus Trade-In Saga

30:11 AI Response and Trade-In Deals

31:12 Apple Business Connect Webinar

33:10 Logo Upload Struggles

37:08 Verified Logo Program

41:24 Microsoft and Dropbox Scam

48:51 Scam Prevention and Security Measures

01:00:13 Scams from Nigeria and India

01:02:04 Conclusion and Movie Recommendation

594: Navigating Apple's Changing Ecosystem and the Future of Tech Support

In this episode of Command Control Power, Joe and Jerry discuss a range of topics related to recent changes in iOS, macOS, and Apple's overall ecosystem. They delve into the complexities introduced by incremental and major updates, particularly iOS 18 and Ventura, and how these updates impact their work with clients. They also explore the practicality of using features like cognitive accessibility, magic links for password replacement, and passkeys. Both share experiences with frustrating tech issues, such as incorrect autocorrections and overly complicated return policies for electronics. They reflect on how rising expectations from both users and shareholders drive the incessant introduction of new features and how this affects daily usage and tech support.

Introduction and Catching Up

Navigating iOS Changes

Frustrations with Technology Updates

Tech Tips and Tricks

Accessibility Features for Elderly Users

Amazon Return Policy Changes

Addigy and Migration Assistant Tips

MagSafe Charging Challenges

iCloud Backup vs Direct Transfer

Cable Transfer Realities

App Reinstallation Annoyances

Authenticator Apps and Two-Factor Authentication

Password Management Woes

Magic Links vs Passwords

Passkeys and Password Managers

Apple's AI and Typing Frustrations

Closing Thoughts and Client Engagement

593: Navigating IT's Past and Future with Tim Nyberg of The MacGuys+

A Journey Through Mac Support with Tim Nyberg

In this episode of Command Control Power, hosts welcome Tim Nyberg of The Mac Guys + as he shares his extensive journey in Mac support, starting back in the early 90s. Tim recounts his early fascination with technology, from overclocking a Commodore 64 to managing the first round of Macintosh computers at his college newspaper. He provides insights into the evolution of Mac operating systems and the challenges of adapting to new technologies over decades. Tim also discusses the benefits and intricacies of running a remote support business, the importance of client engagement, and efficient business operations. The conversation explores tools like Addigy, RepairShopper, and Watchman Monitoring, touching on security practices and the need for comprehensive and affordable security audits for clients. The episode offers valuable lessons on adapting to technological changes, maintaining client relationships, and optimizing remote IT support.

Introduction and Welcome

Tim's Early Tech Adventures

College Days and Early Mac Experiences

Evolution of Design Software

SCSI Troubles and Early Mac Troubleshooting

Transition to OS X

Staying Current in Tech

Remote Work and Tools

Client Engagement Strategies

Streamlining Remote Work

The Pros and Cons of Repair Shopper

Exploring Alternatives to Repair Shopper

The Value of Community in Tech Tools

Balancing Business and Lifestyle

Security Audits and Tools

Reflections on the Tech Industry

Closing Thoughts and Future Plans

590: Streamlining Business with Addigy: A Strategic Shift

In this episode of Command Control Power, the hosts discuss leveraging Addigy to replicate some features of Watchman Monitoring, particularly focusing on business efficiency. Jerry initiates the topic by sharing his experience of transitioning from Watchman to Addigy due to development and costs. He highlights the useful features of Addigy, such as disk space alerts, and its Zendesk integration, while also acknowledging the development effort required to fully replace Watchman's reporting and alerting capabilities. The conversation includes a brief discussion on alternative tools like Malwarebytes. Additionally, the hosts reflect on client management challenges, specifically in dealing with tech support scams and rogue banking interactions. They close with a note on experimenting with social media marketing for new client acquisition.

00:00 Introduction and Episode Overview

00:05 Exploring Addigy and Watchman Monitoring

00:59 Jerry's Experience with Watchman Monitoring

02:15 Support Menu and Deployment

04:01 Evaluating Watchman Monitoring Features

04:29 Transitioning from Watchman to Addigy

04:50 Addigy Integration and Alternatives

11:59 PC Management Solutions

17:43 Reporting and Visualization Tools

30:31 Virtual Happy Hour Begins

30:42 Client's Printer Troubles

32:04 Remote Access Issues

32:56 Bank Troubles and Security Concerns

41:34 Keyboard and Mouse Mysteries

45:05 Marketing Experiment Results

49:28 Concluding Thoughts and Patreon Plug

589: Navigating Business Management with Benjamin Morales of Cirrus Partners

In this episode of Command Control Power, hosts dig into the business acumen of Benjamin Morales, owner of Cirrus Partners. Benjamin discusses his journey from being an educator in the Pacific Northwest to owning a small MSP company in Madison, Wisconsin. He elaborates on the challenges of managing a team, hiring and firing employees, and transitioning from Linux to macOS. The conversation covers the importance of company culture, and the balance between individual technical skills and management responsibilities. Additionally, Benjamin shares the lessons learned from losing a significant client due to a mismatch between an employee's personality and client expectations. Rounding out the discussion, Benjamin provides insights into his reading influences and the support mechanisms he relies on to lead effectively.

Ben's Career Journey

Transition to Ownership

Challenges of Leadership

Managing Employees and Client Relations

Documenting and Delegating

Employee Issues and Client Impact

Transitioning Business and Client Relations

Handling Employee Performance and Reputation

Debating Hiring and Firing Strategies

Navigating Pandemic Challenges

Workplace Dynamics

Effective Hiring Practices

Managing Employee Relations and Termination

Leveraging Professional Employer Organizations (PEOs)

Hiring Challenges and Solutions

Balancing Internal Transitions and Client Support

Reflecting on Leadership and Team Dynamics

Concluding Thoughts and Book Recommendations