Barbara Paluszkiewicz: We Grow But We Don’t Upsell: 30-Year MSP’s Simple Success Strategy
Barbara Paluszkiewicz, CEO of CDN Technologies, shares 30 years of MSP wisdom on building lasting client relationships through structured communication, proper pricing, and empathetic leadership. Learn why phone calls trump emails, how Disney training transforms customer service, and the critical mistakes that nearly derailed her business.
What You’ll Learn From This Episode
“It makes getting their job done a hell of a lot faster and it’s more pleasant.”
15:00 · Barbara Paluszkiewicz“Understand that this person on the other end is freaking out. You have to be the guiding light that’s at the end of the tunnel for them.”
18:00 · Barbara Paluszkiewicz“When you’re not charging enough, what that means is that you’re losing money and you are paying to work for somebody.”
20:00 · Barbara Paluszkiewicz“The biggest mistake was not knowing the numbers. When I went back to my accountant, they said, ‘oh, I did my best. Sorry.’”
22:00 · Barbara Paluszkiewicz“Sending an email is not communication. Talking, hearing a voice is great communication.”
25:00 · Barbara PaluszkiewiczBarbara Paluszkiewicz
Barbara Paluszkiewicz
CEO of CDN Technologies
Barbara Paluszkiewicz is the CEO of CDN Technologies, a 30-year-old MSP based in Oakville, Ontario, Canada. She’s a co-author of “Empathetic Leadership: How to Build Trust and Drive Results” with Chris Voss and holds CompTIA Security+ Trustmark certification. Barbara sends her technical team through Disney customer service training and believes in structured communication and old-school relationship building.
Connect with Barbara on LinkedIn →Mentioned in This Episode
CDN Technologies
Barbara’s 30-year-old MSP based in Oakville, Ontario, Canada. Provides IT service, IT support and cybersecurity services with CompTIA Security+ Trustmark certification. Known for sending technicians through Disney customer service training.
Empathetic Leadership: How to Build Trust and Drive Results
Co-authored book by Barbara Paluszkiewicz with Chris Voss, focusing on emotional connection, understanding small business challenges, and providing guidance during crisis situations like breaches or ransomware attacks.
Mentioned at 17:00Disney Customer Service Training
Professional development program used by Disney, Ritz Carlton, Four Seasons, and Starbucks. Barbara sends her technical team to Florida for this training to improve soft skills and create consistent, pleasant customer experiences that reduce call times.
Mentioned at 13:00Technology Business Reviews
Structured meetings Barbara uses to discuss equipment lifecycle, security training compliance, and network improvements. These sessions help identify opportunities for hardware replacements and service expansions while maintaining professional communication.
Mentioned at 08:00Ready to Unlock Revenue From Your Existing Clients?
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