We’re excited to introduce you to the always interesting and insightful Robert Richman. We hope you’ll enjoy our conversation with Robert below.

Robert, looking forward to hearing all of your stories today. What’s something you believe that most people in your industry (or in general) disagree with?

I think many people in my industry believe that top-down, expert-led change models work. But I discovered that not only is this wrong, but that the opposite approach is what’s needed.

I found this out with a very humbling realization: When my clients failed, it was actually my fault. I was the “expert” and so I would spend a week with them, give them a report, tell them what to change, and then nothing would happen. I did that at least three times when I finally realized that I’m the consistent variable and I must be doing something wrong.

I realized that no one wants to be followed around for a week and then told they’re doing everything wrong. So I said, “I’m done telling people what to do.” And I switched from a top-down corporate change model, to an open-sourced crowdsourced model.

By using Open Space meetings, the leaders would set the aim, but everyone in the organization participates in the talks. A report is compiled by the participants (not me), and then I help the leaders parse through all of the issues and ideas. And the proof is it works – every time. People not only take ownership, they have a great time while they’re doing it.

As always, we appreciate you sharing your insights and we’ve got a few more questions for you, but before we get to all of that can you take a minute to introduce yourself and give our readers some of your back background and context?

After I graduated from Georgetown’s Leadership Coaching Program, I concluded that I wanted to work in corporate culture because that’s where I believed I could have the biggest impact in human relations.

So it was with great excitement that I joined Zappos.com – well known for being an outstanding culture. I became “Culture Strategist.” I was an intraprenuer who built up a separate division inside the company called Zappos Insights – teaching culture and customer service to the world. We created immersive experiences that really blew people away.

It was through this work that I realized that while content can bring people to insights, it’s really experiences that change beliefs. And so we were in the belief-changing business, helping business leaders understand how people are the real strategic advantage and culture is the way to build up that core competency.

Since then, I left to write “The Culture Blueprint: The Step-by-Step Guide to the High Performance Workplace” and went around the world speaking about great culture and world class customer experience design. I’ve had the privilege of speaking to companies like Google, Toyota, IBM, Westin, Bridgestone and many other industry-leading organizations.

Now companies call on me when they plan their strategic off-sites and corporate retreats. They also call on me to help redesign the employee experience and customer experience. I also help sales teams level-up by breaking through their unconscious blocks.

How’d you build such a strong reputation within your market?

Beyond my expertise, I believe it’s about being easy to work with. I always go above and beyond the expectation by customizing the experiences I create for clients. I also focus on what my mentor taught me, which is “Always make your boss look good.” And that means knowing who my boss really is (the event planner, the CEO, etc). I know it’s not about me. It’s about the results.

I also learned a phrase from a world class speaker named Eric Edmeads: “No problem” That’s always my response. If at the last minute they cut my speech time in half… “No problem.” If they need me to add or take something away… “No problem.”

In fact one time a big band started playing the room next to me and I couldn’t speak over the music. I didn’t complain or even wait. I got the audience to clap along to the song, with new lyrics and they actually thought it was the best part of the speech, because again – Not a problem.

Can you share one of your favorite marketing or sales stories?

I was running a small web design company and going up against a huge shop for a client. Rather than just write a proposal (that everyone does), I found out their favorite companies, and had our designer mock up a page that looked just like it. It was a risk because they might not have liked it, but they loved it and we got the contract.

I learned that the more I can make ideas clear with visuals, the easier it is to convey a vision.

Contact Info:

• Website: http://www.robertrichman.com
• Instagram: http://www.instagram.com/robberichman
• Linkedin: http://www.linkedin.com/in/robertrichman

Image Credits
Robert Richman