In this episode, we explore The Zeigarnik Effect, the idea that unfinished tasks can remain psychologically active and influence what we return to, even after we have stopped working on them. We look at the original research by Bluma Zeigarnik, as well as later evidence showing that the science is more nuanced than the popular claim that unfinished tasks are simply remembered better. The more useful insight is that people who have already started something may be more likely to return to it, particularly when the path to completion is clear. We explore how unfinished goals, restarting friction and the need for closure can all affect whether something gets completed or quietly abandoned.

For MSPs, the Zeigarnik Effect provides a practical way to improve follow-ups, onboarding, sales opportunities, projects and client actions. Rather than sending vague reminders, the episode explores how to preserve the context of what has already happened, clearly identify what remains unfinished, define the next action and explain what completion will enable. From stalled proposals and cybersecurity recommendations to meetings, training and paused projects, the goal is to make it easy for people to pick up where they left off rather than forcing them to start again. But there is an important ethical boundary: MSPs should help people complete genuine unfinished journeys, not deliberately create open loops or withhold information simply to keep attention. The real opportunity is to manage existing unfinished business better, and make completion remarkably easy.

Mike Knight MBA FCIM Director, MKLINK Ltd

In this episode, we explore Progress Indicators and why making progress visible can change the way people experience a task or journey. From progress bars and percentages to milestones, checklists and roadmaps, we look at how visible advancement can encourage people to keep going, reduce uncertainty and make long or complex projects feel more achievable. We explore ideas including the Endowed Progress Effect and Goal-Gradient Effect, and why people can respond differently when they can see not just what remains, but how far they have already come.

For MSPs, Progress Indicators offer a practical way to make otherwise invisible work and value visible to clients. From onboarding and cloud migrations to cybersecurity programmes, training and long-term technology roadmaps, the episode explores how showing where we started, where we are now and what happens next can transform the client experience. The key is to keep progress specific, meaningful and truthful, never manufacturing progress or hiding outstanding issues. Done well, progress becomes more than a persuasion tool; it becomes a powerful way to demonstrate the ongoing value an MSP delivers.

Mike Knight MBA FCIM Director, MKLINK Ltd

In this episode, we explore Choice Architecture, the idea that the way a decision is designed can influence the outcome just as much as the options themselves. We look at how the number, order and presentation of choices can affect decision-making, including concepts such as choice overload, the compromise effect, decoy effect and anchoring. Rather than assuming clients simply need more information, we explore why they may sometimes need a clearer structure that makes the decision easier to understand.

For MSPs, Choice Architecture provides a powerful way to turn technical complexity into manageable, meaningful choices. From structuring proposals and pricing packages to improving client conversations and internal processes, the episode explores how good choice design can reduce friction without removing genuine freedom. But there is an important ethical distinction: the goal is to simplify and clarify, not manipulate. The best Choice Architecture feels like good service, making the options, trade-offs and recommended route clear enough for clients to make confident decisions.

Mike Knight MBA FCIM Director, MKLINK Ltd