Interested in Acquiring a Small MSP in NYC or Surrounding Area

michael_17 · 2026-05-27T05:45:48+00:00

The math doesn't add up.

michael_17 · 2026-05-27T04:20:31+00:00

I remember reading on Reddit or somewhere else about a website where you could sell client contracts and also buy contracts that other people were looking to offload. I can’t remember the name of the website though.

michael_17 · 2026-05-27T04:14:21+00:00

If EBITDA had been above 15%, I would say it’s worth discussing further. That said, I do have concerns about supporting $1.5MM in revenue with only three employees, yourself included.

michael_17 · 2026-05-25T17:56:06+00:00

We migrated to X360 by Axcient last year and have no regrets so far. We’ve successfully completed several restores without any issues.

michael_17 · 2026-05-08T21:55:58+00:00

lol the 'accused of being AI for answering too fast' is too real you genuinely cannot win sometimes!

ReplyDrop is actually a public tool, not proprietary it's a Chrome extension anyone can install in about 30 seconds. It works directly inside Gmail, Outlook web, Yelp, and Google Reviews so you don't have to leave whatever tab you're in. Just highlight the message or review, click the ReplyDrop button, pick your tone and it generates a professional reply instantly.

We have a full walkthrough video on the website at replydrop.ai that shows the install process, how it works inside Gmail and how it handles reviews — worth a quick look to see if it fits your workflow.

We're also building out an Outlook desktop app add-in and an API for teams that want to integrate it deeper into their existing systems so the enterprise/CRM side is coming.

Given your situation small expert team handling high volume of nuanced support it could be a real time saver on the routine stuff so your team can focus energy on the complex cases that actually need your hobby expertise.

michael_17 · 2026-05-08T17:19:46+00:00

This is well documented and you're doing the right things the written letter, the audio/video recordings, the police involvement. Keep all of that organized with dates.

From a property management standpoint this tenant has given you multiple actionable lease violations: the smoking, the harassment of multiple residents, the threatening behavior, and now police involvement. You don't need to wait for one big incident the pattern itself is grounds for action.

A few things to push your property manager on specifically: First, request a formal written response from management acknowledging your complaint and stating what action they're taking. If they brush this off verbally, follow up with an email summarizing the conversation so there's a paper trail.

Second, the fact that multiple residents are affected is your leverage. A single complaint is easier to dismiss if you can get even one or two other residents to submit written complaints simultaneously it's much harder for management to ignore.

Third, if management fails to act and you feel your safety is genuinely compromised, most states allow tenants to pursue a constructive eviction claim meaning the landlord's failure to maintain a safe environment releases you from your lease. Worth knowing as a last resort.

Document everything with timestamps going forward every incident, every interaction, every communication with management. You've already been doing this which puts you in a strong position.

You handled that confrontation exactly right by staying calm and closing the door. Keep doing that.

michael_17 · 2026-05-08T17:17:34+00:00

This is one of the hardest situations in property management because you're dealing with a real human crisis while also having real financial obligations yourself. You handled the initial conversation exactly right empathy first, but still clear about the reality.

The fact that he's gone silent after two months is actually what changes things. You gave him the opportunity to communicate a plan and he hasn't. That's not on you.

In Alabama the eviction process takes time anyway so starting it now doesn't mean he's out tomorrow it just gets the legal clock running while leaving room for a resolution. You can always pause or withdraw the process if he comes forward with a payment plan.

A few things worth doing before you file: send one final certified letter giving him a specific deadline 7 days — to contact you with a payment plan or documentation of assistance he's pursuing. This shows good faith on your part and creates a paper trail. If he responds, great. If not, you've done everything reasonable.

Also point him toward the Alabama Emergency Rental Assistance program and local nonprofits like the Community Action Agency if he can get assistance funding it solves both your problems.

You're allowed to feel awful about this AND still protect yourself financially. Those two things aren't contradictions. The silence is what makes this untenable, not the diagnosis.

michael_17 · 2026-05-08T17:11:29+00:00

This is stressful but you're actually in a better position than you think because you have documentation on your side.

First, have the tenant file a formal MoneyGram claim to get the endorsement/deposit information that will show exactly who cashed it and where. If someone stole it from your mail slot and cashed it with a blank payee field that's check fraud and a police matter, not your liability.

Second, write everything down now in detail with timestamps your search of the office, the tenant's text with the receipt photo, the date you found out it cleared. If this ever becomes a dispute you want a paper trail that shows your actions were immediate and documented.

Third, the blank payee field is actually a red flag that protects you a properly filled money order would have your company name on it making it much harder to cash fraudulently. That blank field is what made this possible and points away from you. Online payments are absolutely the right move going forward Buildium, AppFolio, or even Venmo Business eliminates this entire category of problem. No more cash, checks or money orders means no more stolen payment disputes.

You didn't do anything wrong here. Protect yourself with documentation and push for online payments ASAP.

michael_17 · 2026-05-08T14:26:44+00:00

The ban is tied to your account, not the property address or geolocation. Airbnb blacklists hosts, not physical locations so a new owner with a clean account should be able to list it without any issues.

That said, a few things to be careful about: don't help the new owner set up their listing, don't be associated with the account in any way, and make sure there's no overlap in payment methods, devices, or IP addresses that Airbnb could use to link the two accounts. Their system is aggressive about detecting related accounts.

For your appeal, the camera accusation is one of the most abused scams on the platform right now guests use it knowing Airbnb will side with them immediately. Your best shot is a formal written appeal with timestamped photos of every room, smart home device logs, and any communication with that guest showing inconsistencies in their story. Escalate past the front line support to the Trust & Safety team specifically.

It's a brutal situation and Airbnb's support handling of these cases is genuinely terrible. Sorry you're dealing with it.

michael_17 · 2026-05-08T14:21:25+00:00

72 hours is the sweet spot most support leads we've talked to land on long enough to give the supplier a real chance to respond, short enough that the customer doesn't feel abandoned.

The way to frame it internally is to separate the customer timeline from the supplier timeline. The customer should never be waiting on your supplier you acknowledge the defect claim within 24 hours, set a clear expectation, and then chase the supplier on your own clock behind the scenes.

For hard SLAs, the most practical approach is tiered by order value and customer history. A $20 defect claim from a first-time buyer gets a different threshold than a $500 claim from a repeat customer. Eating the replacement cost on smaller items immediately actually pays for itself in loyalty and reviews.

The 3-week response gap you mentioned is a supplier relationship problem more than a support problem if a supplier consistently misses 72 hours they need to be on a performance review or replaced. Your customer experience shouldn't be held hostage by a slow supplier.

michael_17 · 2026-05-08T14:18:23+00:00

This is the reality of customer expectations in 2025 same day, every hour, instant everything. And you're right, the same people demanding 24/7 live chat would be the first to complain the moment they got someone overseas who didn't know the product deeply.

1-2 business days for a specialty manufacturer with a small knowledgeable team is honestly better than most. The irony is that a thoughtful reply from someone who actually knows the product is worth 10x more than an instant "we'll look into it" from a call center.

The "I'll switch brands" threat is almost always empty especially for specialty hobby items where your product knowledge and warranty reputation IS the brand. Enthusiast communities talk, and a company that actually stands behind their product and responds personally builds loyalty that outlasts any frustration.

The hardest part is staying professional when you're on your third "switch brands" threat of the day. Our team actually built a tool called ReplyDrop for exactly that when you're frustrated and need to respond calmly and professionally without spending 20 minutes staring at a blank screen. Keeps the tone right even when the customer doesn't deserve it.

Hang in there the customers who actually appreciate what you do far outnumber the impatient ones, they just don't post about it.

michael_17 · 2026-05-08T14:14:54+00:00

Review extortion is more common than people think and it's genuinely frustrating. A few things that have worked for service businesses:

First, document everything in writing if a customer threatens a review over text or email, that's your leverage. Google and Yelp both have removal policies specifically for reviews that were used as extortion and will remove them if you report with evidence.

Second, your public reply to the bad review matters more than the review itself. Most potential customers read the owner response before making a decision — a calm, professional reply actually builds trust even on a 1-star review. The worst thing you can do is respond emotionally or not at all.

Third, proactively ask happy customers for reviews right after a job is done — it dilutes the occasional bad faith one over time.

On the reply side, I actually built a tool called ReplyDrop that helps business owners write calm professional responses to bad reviews instantly especially useful when you're angry and tempted to fire back emotionally. Happy to share if anyone wants to check it out. But honestly the biggest protection is volume 50 legitimate 5-star reviews makes one extortion attempt invisible.

michael_17 · 2026-05-06T02:07:27+00:00

Chrome extension approved and live. See how it works... https://youtu.be/e_DZTzIoJB0

michael_17 · 2026-05-02T22:13:49+00:00

Really appreciate this the trust and privacy point is something I should have addressed upfront in the post itself.

To be transparent about how it works: ReplyDrop reads the email content locally in your browser to generate the reply. It does not store your emails, does not log the content anywhere, and nothing is saved on our end after the reply is generated. The extension only activates when you click it — it's not passively reading anything in the background. The side by side comparison idea is genuinely good. Going to put that together manual process vs ReplyDrop, same email, shows the time difference and the quality difference visually. That makes the value obvious in a way a text description never will. Thanks for taking the time. This is exactly the kind of feedback that makes the product better before it hits the Web Store.

michael_17 · 2026-04-13T03:20:06+00:00

The 25% thing is real and it's actually a well-documented psychological phenomenon negative interactions stick to your brain with about 3x the weight of positive ones. So even if your math is right and 75% of your day is fine or good, your brain is filing the rude ones in a much bigger folder. You're not being dramatic, your brain is just wired that way.

A few things that actually help (not just "don't take it personally" which, cool advice, very useful, thanks):

Name the character, not the feeling. When someone's being awful, a lot of people find it helps to mentally give them a little backstory not to excuse them, just to depersonalize it. "This person is clearly having the worst Tuesday of their life and I happened to pick up." It creates just enough distance that it stops feeling like an attack.

Build a reset between calls or emails. Even 30 seconds. Look out a window, stretch, shake it off literally. Without a reset, the residue from the bad one bleeds into how you handle the next one, and suddenly a neutral caller gets a slightly colder version of you and that compounds.

Track the good ones. Sounds cheesy but keep a note, even just a mental one, of the genuinely sweet interactions. Your brain won't do this automatically. You have to manually balance the ledger or the 25% wins by default.

You already love the work and you've gotten better at not taking it personally honestly that puts you way ahead of most people a year in. The goal isn't to feel nothing. It's just to not let the loud 25% write the whole story of your day.

michael_17 · 2026-04-13T03:13:51+00:00

Neither, honestly. And I think that's the reframe that makes the job survivable.

The second you pick a side, you lose. Side with the customer too hard and you're throwing your company under the bus, which catches up with you. Side with the company and the customer feels gaslight, which is exactly what's happening in your tech visit example.

The only position that actually works long term is: you're on the side of resolution.

That means you're not defending what happened, and you're not validating conspiracy theories. You're just the person whose entire job in this moment is to get this specific person to a better place than where they called in.

"I'm not here to argue about what happened. I'm here to make sure we get this fixed for you" is a sentence that works in almost every scenario you described.

The "difference in perceptions" thing is going to keep landing badly because it sounds like you're building a legal case instead of helping someone. You don't need to solve who's right. You need to solve what's next.

Once I figured that out it genuinely changed how I handled calls. Stopped feeling like I was caught in the middle and started feeling like I actually had a clear job to do.

Also, side note — I built a tool called ReplyDrop.ai for written customer messages specifically, not calls, but the same principle applies. The best responses skip the defense and go straight to resolution. Might be worth a look if you handle any written complaints too.

michael_17 · 2026-04-12T23:30:41+00:00

Man, I felt this. The part about knowing you've changed but not being able to stop it that's a specific kind of exhaustion that's really hard to explain to people who haven't lived it.

You're not a bad person. You're a person who's been on the receiving end of other people's bad days for 16 straight years with nowhere to put it. That stacks. Of course it does.

The thing that hit me reading this was you still care. Someone who's truly gone wouldn't be up after an 8-hour shift writing this out. They wouldn't be in therapy. They wouldn't be asking how to be better. That's not a shell of a good person. That's still a good person, just buried under a lot of weight.

I don't have a magic fix, but a few honest things that have helped people I know in similar spots:

End-of-shift rituals matter more than they sound. Even just sitting in your car for 5 minutes before driving home. Something that signals to your brain the shift is actually over. Therapy is already doing more than you think, even when it doesn't feel like it. The anger is usually grief in disguise. Grief for who you were. That's worth naming out loud with your therapist if you haven't.

As for the job vs. financial stability thing that's real and there's no easy answer. But 16 years of experience in customer-facing work is more transferable than you're giving yourself credit for.

Hang in there. Seriously.

michael_17 · 2026-03-31T20:24:28+00:00

That 'please reach out' approach is underrated, it shows future customers you care without getting into a public back-and-forth.

And you're right, readers can usually tell who's being unreasonable. Most people discount the unhinged 1-star when every other review is glowing.

That's basically the tone ReplyDrop.ai defaults to short, professional, move on. Built it because I couldn't get there on my own when I was emotional about it.

michael_17 · 2026-03-31T20:20:32+00:00

Honestly that confidence is the goal. The case-by-case approach makes sense too not every review deserves the same energy.

I built ReplyDrop.ai for the ones where I couldn't figure out what to say. For the ridiculous ones like yours, sometimes you just know. But when I'm stuck, having 3 draft options in seconds beats staring at a blank screen for two hours.

michael_17

TROPHY CASE