From First Hello to Final Goodbye: Oscar Clift on Onboarding & Offboarding

Ctrl-Alt-Deliver

Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery.
I’m Jeni Clift, joined by my husband and longtime business partner, Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business.

Over the years, we learned that real success in the MSP world isn’t just about the technology you deliver — it’s about how you deliver it. From first impressions to lasting partnerships, the way you onboard, support, and even offboard clients defines your reputation and growth.

In this episode, we sit down with Oscar Clift, Service Delivery Manager at Morphability — and yes, our son. Oscar has grown up in the MSP space and now helps MSPs streamline operations, strengthen client relationships, and drive growth through structured onboarding and service delivery processes.

Here’s what we covered together:
✅ Why first impressions — for both clients and employees — shape the success of every relationship
✅ The importance of having a written, structured onboarding plan (not just one in your head)
✅ Why MSPs should charge for onboarding to highlight its value and set clear expectations
✅ How to make offboarding smooth and professional so clients may return in the future
✅ The role of empathy, communication, and small personal touches in creating client confidence

We created this podcast to share the conversations we wish we’d had more of while running our own MSP — real, practical advice from people who’ve lived the challenges and found better ways forward.

Whether you’re onboarding your next big client, welcoming a new team member, or even navigating the exit of a long-term relationship, this episode with Oscar is packed with practical strategies you can put into action right away.