When Your Biggest Client Leaves (EP 1075)
I’m talking with Christopher Miller of ATB Technologies about what happens when a major client walks out the door, and why the recovery starts with honest numbers, stronger client relationships, and a real plan. For MSP owners, this is a practical reminder that growth is not just about winning new business. It is about keeping the right clients, protecting your team, and knowing where your business is too exposed.
I had Chris Miller back on the show, and we started with a topic every MSP owner understands: client service. ATB Technologies has built a reputation around keeping customers happy, but Chris was honest about what that really means. Technology still breaks, Microsoft and Azure still have outages, and users can still be frustrated. The difference is how your team responds, communicates, and works to make things right. One of the things that stood out to me was Chris talking about hiring for soft skills on the help desk, including a certified child psychologist on the team. Patience is a real skill in this business, especially when you are helping people who may not be technical and simply want the outcome they were promised.
We also had an honest conversation about losing your largest client. I shared my own experience of firing a large law-firm client, and Chris explained how ATB lost a customer representing more than half of its revenue. They looked at the numbers, found cost savings, protected their people, rebuilt the revenue in about nine months, and eventually won that client back. The bigger lesson was not just about recovery. It was about leadership staying involved in relationships, making QBRs valuable to the customer, reducing customer-concentration risk, documenting your sales process before hiring a salesperson, and defining the kind of clients you actually want to serve.
=== Chapters
- 00:22 Client Retention Wins
- 05:48 Losing Your Biggest Account
- 11:18 Why They Came Back
- 16:24 Pricing the Right Way
- 18:54 Breaking the Sales Plateau
- 25:19 Defining Your Ideal Client
- 29:45 Building a Sales System
- 32:37 Growth Through Acquisition
- 35:11 Closing Thoughts and Events
=== Guest: Christopher Miller, ATB Technologies
- Website: https://atb-tech.com/
- LinkedIn: https://www.linkedin.com/in/millerchristopher
=== Resources / Companies / Products / Books / Podcasts
- Microsoft Azure: https://azure.microsoft.com/
- TechCon Unplugged: https://techconunplugged.com/
- TD SYNNEX Inspire: https://www.tdsynnex.com/na/us/inspire/
- IT Nation Connect Global: https://itnation.connectwise.com/connect-global
- Ritz-Carlton: https://www.ritzcarlton.com/
=== SPONSORS:
- Technology Partner, NetAlly: https://www.itbusinesspodcast.com/netally/
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- Travel Partner: TruGrid: https://www.itbusinesspodcast.com/trugrid
- Digital Partner, Designer Ready: http://itbusinesspodcast.com/designerready
=== SHOW MUSIC:
- Item Title: Upbeat & Fun Sports Rock Logo
- Item URL: https://elements.envato.com/upbeat-fun-sports-rock-logo-CSR3UET
- Author Username: AlexanderRufire
- Item License Code: 7X9F52DNML
=== Connect with Uncle Marv
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Co-Owner, Chief Revenue Officer
As Co-Owner and Chief Revenue Officer at ATB Technologies, Chris Miller helps businesses align their technology with their long-term goals for success. With more than 20 years of experience in the tech world, Chris partners with companies and nonprofits throughout St. Louis and the Midwest to build IT strategies that are secure, scalable, and designed to support growth.
Chris was recognized with a St. Louis Titan 100 Award which honors the region’s top business leaders who demonstrate exceptional leadership, vision, and passion. He was also a finalist for the MSP Titans of Industry Award for Community Impact.
With a passion for helping businesses succeed and a heart for volunteering for youth causes, Chris has worked side-by-side with his nonprofit customers over the years to win hundreds of thousands of dollars in grant money to aid in their adoption of technology. He also serves on the board for several nonprofit organizations.
Chris attended Illinois College before earning a master's degree in international business with an emphasis in nonprofit management from Webster University.
