As a business coach, I work with ambitious, humble CEOs and their leadership teams to scale up their companies. I know there is a connection between the professional development of the CEO, their leadership team and business performance. I bring my experience, expertise and a proven process.
I have a track record as managing director of scaling up a series of award-winning technology service businesses, scaling two UK companies from zero revenue to £30 million in just five years.
At Rackspace, we grew the team from 4 to 150, and annual revenue from just a few hundred thousand to £30 million. I am most proud that the company was recognised as an outstanding workplace in Europe, winning several service awards for its results-obsessed customer service and deep technical expertise, Fanatical Support®. Rackspace is where my hands-on experience running a business mastering the Rockefeller Habits began. In particular, the importance of communication rhythm to align the organisation.
When I joined Rackspace as UK managing director, the average lifetime value of our customers was £2,000. When I left five years later, this had shot up to £200,000 – that’s a pretty stratospheric growth curve. Were we doing anything differently? Not dramatically. Mostly, the building blocks of the business were the same. But it was the tools I used to turn the company into an agile scale up that made my term as MD so successful. It’s this experience that my clients tell me is so valuable to them. For example, one tool I rolled out was net promoter system (NPS) and we used this to track the progress of Fanatical Support®.
After the herculean effort reversing the fortunes of itlab, I moved on to Canadian infrastructure services firm Peer 1 Hosting who had the vision to build “Rackspace’s biggest competitor”. I agreed; but on the condition that we’d develop our EMEA HQ in Southampton, Hampshire. When asked: “Why Southampton?” I answered with: “It’s the Vancouver of the UK”… not sure how I pulled that one-off, but soon we launched with our own service mantra of “One-Call Promise” and our strapline of “Every Interaction Matters”.
At Peer 1, I built the UK business to £30 million in 5 years, winning several awards for creating a great place to work; and scaling the global business from C$90 million to C$200 million in the same period. I believe the key to our success was the investment in business coaching for the CEO and the executive team. The business ultimately sold for C$635 million in my fourth year, January 2013. I then left the company in May 2014, wanting to help others.
Since 2014, I have worked as a certified business coach, helping CEOs scale up their operations. I create impact by delivering my coaching programme, which is a fusion of my broad experience, deep operational expertise and a proven process used by over 2,700 firms worldwide. These are the tools and best practices that have already helped thousands of mid-sized businesses scale faster, more profitably and with less drama!
The weekly newsletter is read by over 6,000 business leaders. Also weekly is The Melting Pot Podcast, where I interview entrepreneurs who share the secrets of their success in scaling up their organisations. I am particularly intrigued to speak to those who have made company culture the cornerstone of their growth.