---
title: "Lessons from MSP Hell: Customer Egos"
description: Navigating executive egos and unrealistic expectations is crucial for MSPs. Learn strategies for managing policy exceptions and protecting your business from client-induced chaos.
---

[Rocketship Blog › Giant Rocketship | Autotask ](https://giantrocketship.com/blog)

# [Lessons from MSP Hell: Customer Egos](https://giantrocketship.com/blog/lessons-from-msp-hell-customer-egos)

 Written by [Dustin Puryear](https://giantrocketship.com/blog/author/dustin-puryear) | Jul 31, 2025 1:00:00 PM

So you left your customer service job in retail thinking you'd finally escape dealing with “Karens”, only to end up managing their corporate doppelgängers in the IT world. Now, they wear C-suite badges, wield unrealistic expectations like blunt instruments, and somehow believe that rules don't apply to them. Sound familiar?

One Reddit user nailed it with brutal honesty:

> *“I left my Retail job due to hating dealing with Karens only to end up in the IT version, only now they’re C-Suite with unrealistic expectations and attitude problems.”*

And it’s not just a personality clash, it’s a process-breaking problem that affects MSPs every single day.

## **The Mental Gymnastics of Policy Exceptions**

Let’s break it down:

- You help your client craft a clear security policy.
- It says no personal laptops connected to VPN.. great.
- Then the executive team wants an exception for one of their “trusted” users.
- You reluctantly agree, with a signed “accepted risk” form to cover your liability.

But three months later?

> *“Then back when you send them an accepted risk sign-off, they get mad that they have to sign off again…”*

Rinse, repeat, and welcome to the MSP version of Groundhog Day.

## **The Smarter Way: Recurring Risk Acceptance as a Process**

Another MSP in the thread came up with a smarter solution, one that saves endless back-and-forth:

> *“We finally built a recurring ‘accepted risk’ renewal into our process. Today it is less arguing and more ‘sign here again if you want to keep ignoring the rule.’”*

This tactic does three things:

1. **Eliminates ambiguity** – Clients can’t claim they forgot the policy.
2. **Reduces conflict** – No need to rehash the debate every few months.
3. **Documents everything** – You’re covered if things go sideways.

It’s not just about enforcing a policy; it’s about **training clients to respect the rules they themselves approved**.

## **When All Else Fails: CYA with Signed Risk Acknowledgments**

Here’s how one veteran MSP handles the liability nightmare:

> *“If the customer is breached due to that user’s device, you’re damn right I’m getting receipts.”*

They make the client sign off on a detailed document that outlines:

- No guarantee of device security
- No visibility into user activity
- No control over data once that user leaves
- No way to enforce or audit compliance

And if that’s not good enough?

> *“This is a last resort when all coaching and advising fails.”*

Because let’s face it—if the client refuses to follow good advice, the **next best thing is covering yourself in writing**.

## **You Don’t Have to Die on Every Hill—But You Do Need Boundaries**

Being flexible is fine. But being a doormat? That’s where MSPs burn out.

Setting hard boundaries with C-level clients isn’t confrontational—it’s professional. And when exceptions are allowed, they **must come with clearly defined risk and documentation**.

Your role isn’t just tech support—it’s risk manager, policy enforcer, and yes, occasionally the voice of reason in a room full of noise.

[View full post](https://giantrocketship.com/blog/lessons-from-msp-hell-customer-egos)

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