Hi, I'm Bob.
Twitter Summary*
I am a coach and consultant that prides himself on helping teams do their best work. I believe in being decisive, learning quickly and pivoting. We can take our work seriously without taking ourselves too seriously.
*roughly 140 characters
Cocktail Party Summary
I've worked with thousands of leaders and seen inside hundreds of companies. I don't have all the answers. I've made a lot of mistakes. I've also learned a lot of lessons - lessons that you don't need to learn the hard way.
My experience gives us guard rails that help you move faster, make fewer mistakes and pivot with more confidence. We leverage this experience with the combined wisdom of your team to generate ideas that none of us would have on our own. We build alignment and trust quickly to deliver on our promises, every time.
At the end of the day, work is more rewarding and enjoyable when you find your people.
The Long Version - in 3 Acts
Act I - "Every day we do this job..."
"Every day we do this job, we become less relevant". I have never forgotten these words, shared by an early mentor of mine as I started my career in management consulting. This is the inevitable fate of every consultant, especially in the fast-paced world of tech, unless they work hard to stay relevant on actually doing the work rather than solely advising others how to do it. It's the reason I blend my strategy and mentoring work with tactics to this day, building trust with individual contributors as much as executives as we work alongside to get the work done. Since then, I've worked with literally hundreds of companies - from startups to some of the world's largest brands.
Every lesson I learned, I learned the hard way. A lot has changed, but some things never will:
- The simple act of delivering on our promises can set us apart
- Long-term value comes from building and leveraging resilient customer relationships based on trust and confidence
- Decisions are made by people - people that want to be respected and feel good about the choices they've made.
And then...kids. Being a dad was wholly incompatible with my life on the road. It was time to come home.
Act II - A Better Way
I pivoted my career to the tech industry that was undergoing a transformation to subscription pricing models and SaaS solutions. It turns out that what tech was missing most was me!, or at least what I brought - a dogged determination to deliver value in every customer interaction. Tech was a great fit and I enjoyed a lot of success building Customer Success organizations in growing tech companies.
But over and over, I saw the same issues in every tech company:
- Chasms between what was sold by sales teams and what post-sales teams were expected to deliver
- A focus on acquiring big, flashy new logos at the expense of existing customers
- Inability to quantify and celebrate the impact we were making - to justify customers' continued investment in us
In 2018 I launched my consulting company with a mission to grow businesses that wanted to put their customers at the centre. As a consultant and coach, I take a different approach than most. Together, we infuse energy into the work, and build confidence to take on bold and scary things together.
Act III – So Here We Are
My ultimate mission is to empower leaders to increase revenue by unlocking the full potential of every customer relationship. Together, my customers and I combine our experiences to create something greater than the sum of its parts - meaningful strategies that put their customers' needs at the centre. It's not as easy as it sounds, but it's a journey we take together. Sound like fun?