When I joined Freeman as part of the Wheelhouse acquisition back in 2011, I knew that this would be no ordinary adventure. Right from the start, I realized that Freeman was a place where it was possible to try something new and grow in wonderfully unexpected ways.
Up until then, I had not officially been a “sales” executive. I’d been a CEO and a COO, but never a CSO. So I’m grateful to Joe Popolo, Carrie Parsons, John O’Connell and my predecessor, Bob Moore, for knowing that the best way for me to truly understand and appreciate the heart of Freeman was to serve all of you – our amazing sales, operations and customer service teams.
The last thing you needed to hear from me was how to do your jobs. Fact is, I have long admired the passion and respected the professionalism of Freeman’s sales, ops and customer service organization – as a former client and competitor. One way to make a contribution was to find ways to align and unify our sales and operations people to create a high-performance, enterprise organization where everyone feels valued and respected.
I will continue to stay connected with you as we begin the next chapter in the history of our remarkable company. That’s my personal commitment to you.
As you know, I assumed the role of Chief Operating Officer of Freeman on August 1 and will succeed John O’Connell as President and COO by this time next year. I am deeply grateful to have earned the trust of the Freeman family and our employee owners. I am proud to succeed John, who has set the standard for delivering the highest level of customer service and operational excellence in our industry. I am especially grateful to John for all he has done to develop the most talented organization of leaders in the business and I am counting on his continued counsel and support moving forward.
During my tenure as CSO, I was reminded that sales plays at a very high level and such a high level is difficult to master. It requires intelligence, patience, strategy and social skills – as well the ability to master rejection without losing heart, to learn from loss and draw strength from others on the team.
I have been impressed by the diversity of our people and how adept they are at deploying their skills in ways that deliver unmatched value to our customers every day. I have been inspired by the hard work of our Business Development people and humbled by the level of hard work and personal commitment demonstrated by our Client Services professionals.
And that’s why I will continue to make certain we work to simplify the process so you are able to work smarter, not harder. Because in order to be successful in our endeavor to create value, we need to give you the room and the time to THINK and not just follow orders.
Moving forward, I will remain absolutely committed to helping you grow the business. While no one can replace John, I will continue to stay close to you – and earn your trust, so we can set clear, realistic and measurable goals for each business unit that, in turn, align with our overall company goals. And you have my word that I will always do what’s best for those closest to the customer – our remarkable enterprise sales, operations and service teams.
Most of all, I want to THANK YOU, Freeman’s wonderful sales and operations organization – for the “unconditional love” you have shown to me and one another, as we continue to travel this remarkable journey together.
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Tags: customer service, customers, education, engagement, Leadership
This post was written by bph