How A One-Man MSP Grew To $1M In Sales: ‘Client Satisfaction Is Key’

‘The core of our job is to support and serve our clients effectively,’ says Stanley Louissaint, founder and principal of New Jersey-based MSP Fluid Designs. ‘Keeping that focus will always lead to success.’

Stanley Louissaint started his MSP in 2001 as a one-man shop. Despite remaining the sole employee of his MSP, he’s grown a robust IT services business out of New Jersey servicing clients in multiple states and Canada.

“I’m often collaborating with other experts as needed,” Louissaint, founder and principal of Watching, New Jersey-based MSP Fluid Designs, told CRN. “I handle everything from managed services to computer and mobile forensics, which naturally evolved from listening to my clients and identifying additional needs.”

And while the industry is always evolving with new trends and challenges, he knows he’ll find success if he continues to focus on the client.

“The core of our job is to support and serve our clients effectively,” he said. “Keeping that focus will always lead to success.”

As a one-man shop, Louissaint knows he has to wear multiple hats at once to grow his business. While that can be cumbersome for most, he has been able to achieve more than $1 million in revenue by staying true to his clients and focusing on how he can help grow their business.

“Achieving over $1 million in revenue annually as a solo operator involves a combination of efficient service delivery and strategic client management,” he said. “I focus on providing high-quality, proactive managed services and ensure that my billing reflects the value delivered. Consistent performance and client satisfaction has also been key to maintaining his revenue goals.

“I always prioritize listening to my clients and understanding their needs,” he added. “This approach not only helps in delivering the right solutions but also opens up new opportunities for growth. Remember, client satisfaction is key to long-term success in this industry.”

Check out what else Louissaint had to say about challenges and opportunities, M&A in the IT industry and the importance of vendor relationships.

As a one-man shop, how do you manage to support clients across various states and in Canada?

It’s all about leveraging a network of trusted professionals. I work with clients in New Jersey, New York, Connecticut, Texas, California, Virginia and Canada. When clients need support outside my immediate geographic area, I tap into my network from groups like ASCII or other IT networks. This network allows me to collaborate with other professionals for projects and provides me with assistance when I encounter challenges. A lot of my clients are predominantly in the legal sector. It was a natural fit that emerged over time. While I do work with clients in various industries such as accounting, architecture, HVAC and mechanics, the legal sector has been a major part of my business. The legal industry often requires specialized IT support and my background in this area has allowed me to develop deep expertise and strong relationships with clients.

Looking ahead to 2025, how do you see emerging technologies like AI impacting your business?

AI is a valuable tool that can enhance efficiency and provide additional capabilities, but it’s not a replacement for the core services we offer. AI can improve resolution times and streamline processes but the fundamental mission remains to keep our clients’ businesses running smoothly. Educating clients about AI’s capabilities and limitations is crucial to leveraging it effectively.

What are some of the biggest challenges you face in running your business?

Sales and marketing are ongoing challenges. As a solo operator, managing these aspects while delivering high-quality service can be demanding. Defining the future of my business, whether to expand, remain solo or pursue an exit strategy, is a significant consideration.

What are your thoughts on the increased M&A activity in the channel?

Consolidation is a natural part of industry maturation. It reflects the growth and increasing importance of managed services. For those who see M&A as an opportunity, it can offer substantial returns and set up for a successful exit. However, it also underscores the need to clearly define what you want your business to look like and how you plan to achieve that vision.

What do you want more of from your vendors?

I’d like vendors to focus more on education rather than just sales pitches. Oftentimes vendor sessions emphasize their products’ features without providing practical, real-world applications. Vendors should aim to offer more in-depth training on how their products can genuinely impact MSPs and their clients. I recently encountered a situation where a vendor promised 24/7 support but failed to deliver during a critical issue. This reinforced the importance of holding vendors accountable and ensuring they live up to their commitments. It’s essential for MSPs to make decisions based on reliable service rather than just promises.