In Episode 441 of You've Been Heard, Michael Moore speaks with Matt Thomas, Director of IT and Marketing at Crabapple Roofing, about the communication skills that turn technical expertise into business leadership.
Matt traces a career spanning small MSPs, music, recording, photography, video production, and internal IT leadership. He explains why technology becomes easier to support when leaders tell clear stories, respect the people asking for help, and connect cost to time saved and business outcomes.
The conversation also covers practical AI adoption, documentation and SOP libraries, the danger of leadership losing touch with frontline work, the value of solving problems every day, and the governance needed to keep AI automations useful, secure, and maintainable.
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