Ethan Mercer
MSP Business Consultant
Expert in Managed Service Provider business strategy, profitability optimization, and operational efficiency.
Areas of Expertise
Ethan Mercer is a seasoned MSP business consultant with over a decade of experience helping Managed Service Providers transform their operations and maximize profitability.
Specializing in the intersection of technology and business strategy, Ethan has guided hundreds of MSPs through critical transitions—from identifying unprofitable client relationships to implementing systematic profitability frameworks that drive sustainable growth.
His expertise spans the full spectrum of MSP operations, including client portfolio optimization, service delivery efficiency, and the development of standardized processes that eliminate operational chaos while improving service quality.
Ethan's approach combines rigorous data analysis with practical business insight, enabling MSP owners to make informed decisions about client relationships, service offerings, and growth strategies. His work has helped MSPs achieve profit margin improvements of 30% or more through strategic client management and operational optimization.
Areas of Expertise
- Client Profitability Analysis: Developing systematic approaches to measure and optimize the profitability of individual client relationships
- Operational Efficiency: Streamlining service delivery processes to maximize technician productivity and client satisfaction
- Technology Standardization: Creating and implementing technology standards that reduce complexity and improve security posture
- Business Process Improvement: Designing workflows and procedures that scale with business growth while maintaining service quality
When not consulting, Ethan enjoys sharing insights about MSP business strategy through writing and speaking engagements, helping the broader MSP community navigate the challenges of building profitable, sustainable service businesses.
Articles by Ethan Mercer (12)
Standardization is Non-Negotiable: How to Build a Business Case Your Clients Understand
Transform standardization from an MSP preference into a client business requirement with proven frameworks, ROI calculations, and risk assessments that resonate with executive decision-makers.
Your PSA is Lying to You: Why Ticket Count is a Useless Metric for Profitability
High ticket volume doesn't mean high profitability—it often means the opposite. Learn why Effective Hourly Rate (EHR) and Client Effective Rate (CER) are the metrics that actually matter for MSP success in 2025.
Problem Client Scorecard: A Free Template to Grade Your Client Base
Stop guessing which clients are dragging down your profitability. This systematic scoring framework uses objective metrics to rank your entire portfolio, helping you focus resources on relationships that actually contribute to your success.
The Liability Waiver: Why It's a Sticking Plaster on a Mortal Wound
Legal disclaimers won't protect you from the real risks of non-compliant clients. Learn why liability waivers fail and discover better approaches to risk management in 2025's evolving threat landscape.
How to Create an 'Ironclad' Scope of Work That Eliminates Scope Creep
Transform scope creep from a profit-draining inevitability into a managed business process with proven contract language, change management procedures, and client education frameworks that protect your margins.
The Green Flag Client: 10 Questions to Ask During Sales to Vet for Profitability
Transform your sales process with proven qualification questions that identify profitable, professional clients before you sign the contract. These 10 strategic questions predict client profitability with 89% accuracy.
Designing Your Minimum Viable Stack and Pricing It for Profit
Build a standardized technology stack that maximizes profitability while minimizing complexity. This comprehensive guide covers service tier design, cost calculation, and value-based pricing strategies that achieve 35%+ margins.
The Definitive Guide to Firing an MSP Client (Gracefully)
Learn how to end toxic client relationships without burning bridges, protecting your reputation, or ending up in legal trouble. Sometimes the best business decision is saying goodbye professionally.
From 'Cost Center' to 'Value Driver': A Script for Explaining Your Security Stack's ROI
Turn security conversations from painful budget battles into strategic discussions using real-world scripts, relatable analogies, and ROI math that actually makes sense to executives who don't speak tech.
'We're Going with a Cheaper Option': How to Respond and When to Walk Away
Stop panicking when clients mention price and start making smarter decisions about which relationships deserve your time in this brutal race-to-the-bottom MSP market.
Stop the Chaos: 5 Automation Tricks That Actually Work on Your Most Difficult Clients
Tired of difficult clients wrecking your margins and peace of mind? These 5 automation strategies help you flip the script from constant firefighting to smooth, predictable processes that actually improve service for your toughest accounts.
After the Firing: A Checklist for Smooth and Professional Offboarding
Learn the technical and administrative side of client termination with battle-tested checklists, timelines, and procedures that protect your reputation while delivering complete, secure, and professional client offboarding.
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