The vCIO role has become a critical function for any successful MSP, but effective vCIO training goes far beyond technical certifications. The truth is, what elevates this position to a trusted advisor isn't just what you know, but how you think. It's a mindset rooted in partnership.
We asked Empath Navigator Nett Lynch, an accomplished cybersecurity advisor and a 20-year veteran of the MSP space, to share her philosophy on what makes the vCIO role so impactful.
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The Journey to a Strategic Ally
The foundation of Nett’s vCIO philosophy was shaped when she first began advising clients. As an MSP owner herself, she had a solid frame of reference for many of their challenges, but she also recognized that her own experience had its limits.
She saw firsthand that business owners don't focus on technology, they focus on achieving business goals. That prompted her to pursue an MBA, giving her a deeper understanding of business strategy, finance, and operations.
This journey from MSP owner to business strategist is why she believes a vCIO’s true purpose is to be a “strategic ally.” As Nett explains, this kind of partnership is only possible when it's built on trust “so that business leaders feel comfortable sharing their goals, challenges, and even their uncertainties, whether or not those issues are directly tied to technology.”
The Critical Mindset Shift
It’s a familiar story for many MSPs: you promote your best senior technician into a vCIO role. They’re brilliant, they’re well-liked by clients, and it seems like the logical next step. But as Nett points out, effective vCIO training is about more than just technical fluency. The most critical shift, she argues, is the development of strong emotional intelligence.
A big part of this involves understanding human psychology and adapting your presence based on who you're speaking with. It requires tailoring your messaging, so it resonates with different audiences, from the CFO to the head of operations, and engaging in conversations that reflect a deep understanding of their business.
As Nett puts it, "When a vCIO can do that - when they can speak the language of business while maintaining technical credibility - they become indispensable to the client’s leadership team."
How to Get Clients to Share What Really Matters
So, how does a vCIO get past a surface-level request to uncover the real business problem? According to Nett, there's no single "golden arrow" question. The key to modern vCIO training is building a relationship where the client feels comfortable sharing the vulnerable parts of their business.
That kind of trust, she explains, comes from showing genuine interest in their world beyond the technology your MSP supports. She advises vCIOs to ask about everything from team dynamics and goals to the internal politics that shape their decisions. When a client sees you care about their business as a whole, they’ll start to open up.
Once that trust is established, you can use simple, open-ended follow-up questions to gently dig deeper:
- Tell me more about that.
- How does this affect other parts of the business?
- How long have you been trying to solve this?
- What have you tried so far that hasn’t worked?
In Nett’s words, "These kinds of questions show that you’re invested in solving the problem, even if it doesn’t immediately lead to a technology sale. That’s what builds credibility and positions you as a true strategic partner."
Lead with Transparency as a Non-Commissioned Advisor
For anyone in their first 90 days as a vCIO, Nett believes the fastest way to build credibility is to fundamentally change the nature of the conversation. Her advice is to "Make it clear that your questions are about the business as a whole. If the client keeps steering the conversation back to tech, gently guide them back to business topics."
One of the most effective ways to do this is to be transparent about your role as a non-commissioned advisor. Nett suggests making it clear to the client that your compensation doesn’t depend on whether they accept your recommendations. This removes the suspicion of financial bias and helps the client trust that your guidance is rooted in what’s best for their business, not what benefits your wallet.
This act of transparency can be a game-changer in the relationship. As Nett notes, "When I’ve shared this with clients, it’s made a world of difference in establishing trust from the very beginning."
The Core of Real Impact
When we asked Nett for her final piece of advice, her answer wasn't about technology, process, or sales. It was about purpose. She believes that making a real impact as a vCIO has to come from a genuine drive to improve your clients' businesses.
"For many small business owners, their business is deeply personal. It affects their family, their finances, their future. When you understand that, your role becomes much more than technical, it becomes transformational."
Clients can sense authenticity. She believes that when you become invested in bringing good into their world, everything else, the revenue, the projects, the pull-through, follows naturally.
Your Next Step in vCIO Training
When you're ready to put these powerful ideas into practice, the next step is waiting for you.
On Empath, an MSP-specific learning and accountability platform, Nett Lynch has distilled her decades of experience into a foundational course, vCIO Survival Guide: Everything You Need to Get Started. It's the complete toolkit for your new role, designed to help you make a strategic impact from day one.
And that's just the beginning; the platform is also home to Nett's advanced vCIO training courses and a full catalog of content from other industry-leading Navigators. Nett is passionate about connecting with the community, and you can connect with her directly on LinkedIn to continue the conversation.
Schedule a personalized demo with our team, and we'll show you how Empath helps you build a culture of excellence.
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