Robert Richie’s Post

Let me introduce Judge Rich. He’s not the sidekick to DJ Judge Jules (I was formerly known as DJ Sarong). Nor have I taken to hanging around in courtrooms. I’m taking part in the only kind of judging I like (see my post on Authenticity https://lnkd.in/e6NHDW5V) for The Stevie® Awards As a judge for Customer Service Team of the Year, it’s absolutely amazing to find out what so many businesses have been working on, the ideas they have implemented, the difficulties they have overcome, and how they have measured their results. I often discuss customer experience, and I believe it’s a crucial part of any brand. So, big thanks to Claire Oatway for having me onboard. There are nine different Stevie Awards and entries for some categories are still open, so have a look and consider entering. It’s a great way to celebrate your successes. I’m off to put my wig and robes on, ready to be inspired by more fantastic entries. #stevieawards #customerservice #customerexperience #branding #businessgrowth #authenticity #judge #marketingmentor #salesmentor #customerserviceexpert #steviecustomerawards #customerserviceteamaward #businessawards #celebrateyoursuccess #careerachievements #richersolutions #kingofpinpoint

Gratitude Advent Calendar - 7th/8th/9th December - Who can resist a bundle deal? Last week I spoke about being a sucker for models. Let's add role models to that list. I was lucky enough to meet Martine Sholl from Neu21 as they supported my old team to develop our long-term strategic plan. Let's be honest, 2 days in a boardroom has the potential to be dull, but not when you have Martine and Katya Noble in the room - we had a lot of fun. Martine kept in touch with us regularly to check in, keep us on track and add timely advice - no hard sells, just driven by genuine care and curiosity. Great role modelling for when I decided to tread my own path. As an added bonus, Martine offered to catch up recently and gave me a few very helpful tips to get The Scott Collective underway. I have spent much of the past 15 years winning business - leading bids and tenders, pricing, choosing where to play, building GTM strategies, coaching leaders and teams on commercial decision-making etc. The catalyst for much of my thinking was Robert Powell, a copy of whose "Decision Tree" proudly sits on my desk to this day. It's great to meet people doing similar things in adjacent sectors and recently I was introduced to the charming George Hulbert. Great perspectives and plenty of take-aways for starting my new consulting life.  A chance meeting on High St with my old boss Josh Comrie, followed by an enjoyable coffee in his new hood brought us onto the topic of win/loss reviews, something I advocate for strongly. That led to an inevitable introduction to Cian Mcloughlin who is the leading light in this space. I enjoyed a great chat with Cian. I loved the way he keeps things simple and is straight up. I'm enjoying your book, Rebirth of the Salesman. Very handy for anyone wanting to up their sales game. What do all the people mentioned here have in common? They all pay it forward, a phrase I first learned from Samantha Fanshawe, still one of the most generous and inspiring people I have ever met. Thank you!  

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A WIN isn’t the finish line. It’s just the next level up! Why am I sharing this? Because I see it all the time, people hit a win and think it’s time to slow down, but that’s where they miss the mark. Here’s a real talk example: you close a big sale, and then you’re like, “I’ve made it, let me relax for the day or two days or a week.” NO. That’s just the teaser for your potential. The real work? That’s the whole damn movie! Whether it’s crushing a sale, winning an award, or delivering a killer presentation, a win should ignite you to evolve and push higher. Who's with me? P.s: Featuring the love of my team and channel partners! 💐

Insight for those sales people (I was in it for 20 years so I understand the excitement) that celebrate with the deals they just won by announcing the closing and how much revenue it generated, stop it. You have just publicly turned your customer into a KPI. The relationship you built, the time spent strategizing, the hours of collaboration, well you belittled it, whether you know or not. Your customers have LinkedIn too and they can read. Celebrating a partnership is different than celebrating your income.

🎲✨ What an incredible week we had for our Vegas-themed Customer Success Appreciation Week! From the glitz of the Strip, product trivia and the amazing lightning talks, it was a fantastic opportunity to celebrate our division! In my talk Winning the Game of Relationship Building - Vegas Style. I emphasized the importance of authenticity, honest exchanges, and betting on yourself—key elements that are just as crucial in business as they are in a game of poker. Just like in Vegas, success comes from understanding the players at the table and knowing how to navigate the highs and lows together. #stayprepped A huge THANK YOU to everyone who participated, shared their insights, and made this week unforgettable. Let’s continue to build on this momentum and foster the relationships that drive our mutual success. Remember, in the game of customer success, we’re all in this together! 💬 I'd love to hear your takeaways from the week or any fun moments you experienced. Share in the comments below! Here’s to more winning hands in the future! 🥳🎉 #CustomerSuccess #RelationshipBuilding #Vegas #ThankYou #Teamwork #SuccessTogether #CSWeek2024

We all do it—focus on the big goal, thinking that once we reach it, everything will change. "I’ll hit my sales target later." "I’ll focus on innovation later." "I’ll celebrate once I land that big client." The truth is, the big wins come from the small ones. Small wins build momentum. They create the path toward those larger goals. Whether it's an eco-friendly packaging initiative, a new design that finally clicks, or even a positive customer review—these small steps matter. I’ve been there too—focused on the final destination, wondering if those small wins even matter. What I’ve realized is: Big results don’t come all at once. You don’t need instant perfection. You just need to keep taking steps. Celebrating small wins keeps the energy flowing, helps build confidence, and pushes you closer to your bigger dreams. So, don’t wait for the big moment to start. Celebrate the small wins, because they’re the ones that lead to the bigger successes. What small win are you celebrating today? Let’s make a difference.

I closed my biggest deal on Christmas Eve. I finally asked the question I had to know. Why did you decide to choose us? Here's what my client said: 1.) The first 80% of your slides were about how you could help us. Your competitor's presentation was all about them. 2.) When you asked me to dinner, you also asked me if I wanted to invite my wife (she worked at the company and ended up joining us). The lesson? 1.) When selling, focus on the needs of the customer. The age of your company and the background of your founders are irrelevant to most. 2.) Thoughtfulness goes a long way. I didn't think twice to extend an invitation, but it carried much more weight than I knew.

Treat all company assets like they are your own. "At standout companies-faster companies-the situation is a little different. People do what needs to be done. They pitch in. They want the company to succeed, and they do everything they can to help it along." Pat Kelly, Faster Company Yay! only 7 weeks to the Reunion! Remember ticket sales close August 31st. The PSS Top Twenty was essential to each employee. At any time you could be asked to show your Top Twenty card. Beyond just words listed on a card, the values they represented truly defined the quality and character of our company. It is what made PSS different.

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