Kultar Khatra: Leading with Empathy and Calm Leadership

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

We learned that delivering great service isn’t just about technology — it’s about people, culture, and how you lead when things get tough.

In this episode, we’re joined by Kultar Khatra, who’s taken a unique journey through the MSP world. Starting out on the vendor side, Kultar helped service providers grow and succeed before stepping into MSP ownership himself. That shift gave him a fresh perspective on what real partnership and great service look like from both sides of the channel.

Kultar shares how empathy, calm leadership, and a clear sense of purpose have shaped his team culture at Crash Technology — and how helping his people understand why they do what they do has transformed the way they serve clients.

Here’s what we cover in this episode:
 💡 How empathy and accountability drive stronger customer relationships
 💡 Why helping your team understand the why changes everything
💡 The power of staying calm, clear, and connected under pressure
💡 What true vendor-MSP partnerships look like when built on trust and care

Whether you’re leading a growing MSP or managing a service team, this episode will inspire you to slow down, lead with empathy, and build a culture that truly connects.

🎧 Explore other Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes                                                                                                          🔗 Follow Kultar Khatra on LinkedIn: https://www.linkedin.com/in/kultarkhatra
🌐 Visit Crash Technology: https://www.crashtechnology.com.au/