Why the Most Unexpected Leadership Quality Won This Tech CEO a Major Award

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Okay, I have to admit—when I first heard that a managed IT services company president won a leadership award for listening, my initial reaction was something along the lines of "Really? That's it?"

But then I dug deeper into the story of Neelesh Patel at Net Friends, and you know what? I think he might be onto something.

The Leadership Story Nobody Expected

Net Friends is a managed IT services provider (MSP) based in Durham, North Carolina. You know, the kind of company that keeps other businesses running smoothly with their technology infrastructure, cybersecurity, and all those behind-the-scenes systems most of us never think about until something breaks.

Patel recently received a Triangle Business Journal Leadership Award. Impressive on its own, sure. But here's what caught my attention: the award specifically recognized the transformation he led within his own company—a transformation that resulted in roughly 15% revenue growth, a 25% increase in client base, and a staggering 97% client retention rate.

Those aren't just numbers. In the MSP world, keeping clients happy and retained is hard. The fact that Net Friends achieved 97% retention while also growing that significantly? That's remarkable.

So What Did He Actually Do?

Here's where it gets interesting. Patel looked at his sales operation in 2025 and realized it wasn't set up to support the company's growth goals. Most executives in this situation would probably bring in consultants, create committees, and spend months developing a new strategy.

Not Patel.

He rebuilt the entire structure—new roles, redesigned commission models, formalized processes, added business development functions. But before making any of these changes, he did something that sounds almost too simple: he listened to his team first.

He paid attention to how individual people actually worked. He noticed that one person had a natural gift for storytelling, so he moved them into outbound sales where that talent could shine. He recognized that another person thrived on building relationships, so account management became their home. Each person was placed where their strengths could flourish.

Why This Matters More Than You Think

Here's the thing about leadership in tech companies—and this is something I think we don't talk about enough—there can be a temptation to treat people like resources to be optimized. Headcount, skill sets, capacity planning. It's all very spreadsheet-friendly.

But Patel took the time to understand the humans on his team first. He recognized that people aren't just cogs in a machine. When you actually listen to what someone is good at and what motivates them, magic happens. They stopresisting change and start embracing it.

In cybersecurity and IT, this matters even more. The people protecting your network, the ones monitoring for threats, the technicians responding to incidents at 2 AM when something goes wrong—they're not interchangeable assets. They're individuals with unique skills, stress points, and potential.

A leader who understands that doesn't just build a better team. They build a more resilient organization.

The Takeaway for Anyone Running a Tech Business

Net Friends has been around since 1997. That's 27+ years in an industry where technology changes every five minutes. Companies that last that long aren't just lucky—they're doing something right.

This award recognizing Patel's leadership got me thinking about what separates good tech companies from truly great ones. Sure, you need solid technology, good security practices, reliable services. But underneath all of that?

You need leaders who actually care about the people doing the work.

"That's what makes Net Friends stand out," Patel said in a statement. "This award means a lot, but the real credit belongs to a team that trusted the process and each other along the way."

There's that listening again.

What This Means for Businesses Shopping for IT Partners

If you're a business looking for managed IT services or cybersecurity support, here's a practical takeaway from all this: pay attention to how potential partners talk about their own teams.

Do they emphasize certifications and tools? Those matter. But do they also talk about culture, communication, and team development? Do they seem genuinely interested in understanding your business, or are they just running through a sales script?

The companies that treat their own people well tend to treat their clients well too. It's not a guarantee, but it's a pretty solid indicator.

Net Friends has built a reputation over nearly three decades, including recognition from Channel Futures' MSP 501 Global Ranking and awards from the GTIA and ChannelPro. Companies don't rack up that kind of track record by accident.

Leadership that listens doesn't just win awards—it builds trust, drives growth, and creates organizations people actually want to be part of. And in the world of cybersecurity and IT, where the stakes are always high and threats are constantly evolving, that kind of foundation matters more than ever.

Maybe the best leadership lesson isn't about having all the answers. Maybe it's about asking better questions—and actually paying attention to the answers.

Tags: ['leadership', 'managed it services', 'tech industry', 'business growth', 'cybersecurity', 'team building', 'north carolina', 'triangle business journal', 'msp', 'company culture']