The Customer’s Customer: Guy Newton on Service That Actually Matters

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.

And one thing became clear along the way:
 Delivering great service isn’t just about the tools you use — it’s about curiosity, communication, and understanding the people behind every issue.

In this episode, we’re joined by Guy Newton — a leader who has worked across every corner of the technology world: break-fix, local government, MSP leadership, and now Salesforce project delivery at SalesFix.

Across all of it, Guy has carried one philosophy:

👉 Ask questions first. Understand deeply. Serve beyond the ticket.

It’s this mindset that shaped his career — and transformed how he thinks about customers, teams, and the real impact of service.

💡 In this episode:

• Why curiosity is the most underrated skill in service delivery
• The mindset shift from “fixing problems” to supporting the customer’s customer
• Setting expectations before they’re set for you
• The human layer behind every ticket (and why empathy still wins)
• Leadership lessons from MSPs, government, and project delivery
• How asking better questions leads to better outcomes — every time

Guy’s story is proof that when you slow down, stay curious, and truly understand the people you’re serving, you create service experiences that go far beyond the technical fix.

👉 Follow Guy Newton on LinkedIn: https://www.linkedin.com/in/guy-newton-72697b113/
🌐 Learn more about SalesFix: https://www.salesfix.com.au/
🎧 Explore more Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes