Alright – so today we’ve got the honor of introducing you to Brandon Matthews. We think you’ll enjoy our conversation, we’ve shared it below.

Brandon, appreciate you joining us today. Let’s jump into the story of starting your own firm – what should we know?

When there is a problem, our response can be either one or two things. One, we can complain about it. Or, two, we can do something about it. After first complaining about it, I then decided to do something about it. Over the last few decades customer service has been in decline. In the beginning we were hearing about it in the news, and by the end we were all personally feeling it. The narrative increased from “customer service is dying” to finally “customer service is dead.” It is now said today that businesses are actually competing more based on customer service than price or product. As the need increased, I realized an opportunity to help a lot of companies through culture coaching. Customer service isn’t just a business practice, it’s a reflection of the culture of the entire organization. I aim to help organizations implement a healthy culture and bring meaning back to the marketplace.

I would encourage anyone looking to go out on their own to identify what is broken and what tools you have to fix it. When you can combine these two things you have an opportunity at success. Then, be aware of places and people that need your help and begin offering to help provide a solution to their problem.

Awesome – so before we get into the rest of our questions, can you briefly introduce yourself to our readers.

I have lead organizations, teams, non-profits, and businesses for over 20 years. My insight comes from launching and leading a multi-site organization, leading customer service teams for Apple Inc., and training other organizations how to have a healthy culture. I regularly speak to a variety of organizational environments helping them to reach their full potential. It is my mission to help bring meaning back to the marketplace.

There are seven stages to every organization, each with their own challenges. I help organizations assess which stage they are in and provide training on how to overcome the current challenges. This happens through what I teach in three levels of leadership. These levels include personal and public leadership, meaningful work, and external customer facing systems and strategies.

One of the most rewarding aspects of culture coaching is seeing teams of people become passionate about their work. It’s when an insurance company realizes they aren’t just selling insurance but are providing for the wellbeing of others in some of their darkest times. It’s when an appliance repair company realizes they are just fixing an appliance, but are serving the needs of an entire family. It’s seeing the mindset shift to purpose over profit. It’s thinking about people more than product. This mindset changes the organization, it’s employees, and its customers.

Any stories or insights that might help us understand how you’ve built such a strong reputation?

I have found that it’s easier today to build your reputation within your given market than ever before. With the addition of social media, there is a lot of talk and noise from everyone who are competing in your market. However, in the middle of all the talk there are few who actually “walk the walk.” Because people are inundated with all of this on a daily basis, it’s a lot easier to stand out when you do what you say you are going to do, because there are so many who don’t. Don’t be discouraged by all of the competition in your market. Just take each opportunity and treat it like it should be treated. Show up on time, treat every client with the same value and respect. Word of mouth is still the most valuable referral, and eventually they will add up. Your reputation is the most valuable asset you have.

What’s been the best source of new clients for you?

There was one particular organization that reached out for training that was right in my wheelhouse. The client was happy with what we were able to accomplish together and a few months referred me to another organization. This particular training wasn’t necessarily in my area of expertise and even though I communicated this with total transparency, I was still selected for the coaching. Once again, the client was happy with what we were able to accomplish together and then reached out for another organization within the same business sector. The direction moved from one comfortable area of focus to one that was uncomfortable but then lead to another. This sort of flow happens all the time, because the greatest growth of your client base is word of mouth. Build your reputation as one who is honest, cares for people, and adds value to others, and you will continue to grow.

Contact Info:

• Website: www.brandonmatthews.com
• Instagram: https://www.instagram.com/brandon_matthews/