{"id":51849,"date":"2019-09-16T19:26:00","date_gmt":"2022-10-18T19:26:13","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=51849"},"modified":"2022-10-31T01:03:52","modified_gmt":"2022-10-31T08:03:52","slug":"how-i-lead-nick-holden-modularwalls","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/how-i-lead-nick-holden-modularwalls\/","title":{"rendered":"How I lead: Nick Holden, ModularWalls"},"content":{"rendered":"<p>Back in the day when I had just 10 staff to work with, I could keep on top of all the communications. But we started getting more and more inbound leads and inquiries, and email and spreadsheets just weren\u2019t cutting it.<\/p>\n<p>The first thing to slip was following up quotes we\u2019d sent out. There was no central quoting system, so all the quotes were created one-by-one and sent off to the customer in an email. That\u2019s as far as they\u2019d get unless the customer followed up with us.<\/p>\n<p>Before long, we weren\u2019t following up leads either. Marketing was going very well and generating an explosion of leads, but we didn\u2019t have the right systems in place to handle them effectively, so double the leads wasn\u2019t leading to double the revenue.<\/p>\n<p>When I started getting emails from customers asking me why no one had got back to them or what had happened with their quote, that really hurt \u2014 we were leaving money on the table, but also I drive this business on customer satisfaction and responsiveness. And we were losing on both counts.<\/p>\n<p>Something had to change.<\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/-zm9PzB_k2w?modestbranding=1\" width=\"560\" height=\"315\" frameborder=\"0\">&amp;amp;amp;amp;amp;amp;nbsp;<\/iframe><\/p>\n<h2>A leader on the tools<\/h2>\n<p>When we <a href=\"https:\/\/www.salesforce.com\/au\/blog\/2018\/08\/crm-101--part-4--how-to-choose-a-crm-solution.html\" target=\"_blank\" rel=\"noopener\">started looking at CRM<\/a>, it took me a while to get my head around it. Like many in the manufacturing industry, I was prepared to invest in machinery to help make our products \u2014 it was always easy to see why that was a good investment.<\/p>\n<p>But as I weighed up the business we were losing through quotes not followed up and leads left to gather dust, I came to see that unless you\u2019ve got the systems in place to support the sales, support the customer and support the infrastructure, that equipment isn\u2019t the best investment either. Now I recognise the systems we have, like <a href=\"https:\/\/www.salesforce.com\/au\/crm\/\" target=\"_blank\" rel=\"noopener\">CRM<\/a>, are another kind of machine \u2013 one that manages everything, never has a sick day and never sleeps.<\/p>\n<p>So I\u2019m no IT whizz. But I knew enough to know that I didn&#8217;t want to build another island that wasn&#8217;t integrated with all our systems, and that I did want to build a comprehensive picture of the business and of the customer.<\/p>\n<p>I put myself in charge of the IT team because up to that point I\u2019d known how to do every job here \u2014 I started out doing every job myself. I needed to know how to use the technology so that I could continue to lead in my style, so I could challenge and improve our systems and processes, and <a href=\"https:\/\/www.salesforce.com\/au\/blog\/2019\/08\/the-role-of-the-cio-in-improving-employee-engagement.html\" target=\"_blank\" rel=\"noopener\">so the staff could see a leader who truly understood their jobs<\/a>, as well as the challenges and satisfactions that come with them.<\/p>\n<p>Technology will be a critical part of our future and I wanted to be able to help drive that.<\/p>\n<p>I\u2019ve taken myself out of my office so I\u2019m closer to the rest of the IT team and visibly part of the team. And when it comes to the initial build of a new system framework, they use me as their testing ground \u2013 I\u2019m their user. It\u2019s been a really efficient way to drive the IT function and test it before it goes out for wider user feedback.<\/p>\n<p>Taking on this role has been so important to my leadership. Because if you don\u2019t understand the process, you don\u2019t understand the business case, the user experience, and how the platform links into everything else, then you\u2019re totally dependent on someone else and you get what you\u2019re given.<\/p>\n<h2>Leaders listen first<\/h2>\n<p>This applies outside IT too. I know enough to know that I don\u2019t know everything, so I always ask one of our operators what they think about new ideas we\u2019re considering \u2014 I love seeing that engagement on their faces as they share their expertise and opinions.<\/p>\n<p><a href=\"https:\/\/www.salesforce.com\/au\/blog\/2016\/10\/how-to-use-crowdsourcing-to-spur-innovation.html\" target=\"_blank\" rel=\"noopener\">Including people in innovation is a powerful way to get buy in<\/a> \u2013 otherwise the reaction ends up being \u201cOh no, we\u2019ve gotta make something else now\u201d. I include the team in every innovative step we take.<\/p>\n<p>I\u2019ve seen that if I engage with people and go the extra yard for them, they\u2019ll go the extra yard for me. Even with more than 60 staff now, it\u2019s more important than ever that I\u2019m still out there among them, always walking around and having a chat.<\/p>\n<p>I pride myself on knowing everyone\u2019s names and their kids\u2019 names. The reality is that I spend more time with my staff than I do with my family, so I want to have a happy, functional, energetic workplace.<\/p>\n<h2>The challenge and opportunity of growth: Managing people<\/h2>\n<p><a href=\"https:\/\/www.salesforce.com\/au\/blog\/2017\/06\/one-shark_s-advice-on-managing-small-business-growth.html\" target=\"_blank\" rel=\"noopener\">Growth is challenging<\/a>\u00a0\u2014 not just financially, but because when you have more than 60 people working under the same roof, there\u2019s going to be a lot of different ways of doing things. Everyone\u2019s got their own stuff going on and their own preferences for how they like things run.<\/p>\n<p>So communication becomes really important. We have a monthly managers\u2019 meeting \u2014 though I\u2019m not keen on the word \u2018meeting\u2019 and prefer it to be considered a catch up \u2014 when each senior manager gives a brief update of the month\u2019s challenges and achievements.<\/p>\n<p>I don\u2019t want to discuss numbers and stats read out from paper. I want to have discussions that people can take back to their teams to help them do a better job, or be more satisfied. We might talk about 20 things in a meeting and I\u2019m happy if just one makes it back to the teams \u2014 it\u2019s always the most important one.<\/p>\n<p>And once a month we have a staff barbecue and that\u2019s a great opportunity for people from every department to get together and connect. I always say \u201cI don\u2019t want to see a fluro shirt next to a fluro shirt\u201d. No one is excluded and everyone stays informed about what\u2019s going across the business.<\/p>\n<p>Because we have all our data now on one platform we can share it really easily across the teams. I believe in being totally transparent about what that data reveals \u2013 the good, the bad and the ugly \u2014 and we have screens set up across the organisations that show figures, achievements and goals yet to meet. We are all in it together.<\/p>\n<p>To find out more about the trends driving SMBs, <a href=\"https:\/\/www.salesforce.com\/au\/form\/pdf\/2019-small-business-trends-report?d=7010M000002N3OiQAK&amp;nc=7010M000002N3OdQAK\" target=\"_blank\" rel=\"noopener\">download the Salesforce Small and Medium Business Trends report.<\/a><\/p>\n<p><a href=\"https:\/\/www.salesforce.com\/au\/form\/pdf\/2020-small-business-trends-report\/?d=7010M000002N3OiQAK&amp;nc=7010M000002N3OdQAK\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/10\/smb_trends_banner-9.jpg?strip=all&#038;quality=95\" alt=\"Get the 4th Edition Small and Medium Business Trends Report\" \/>\u00a0<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Despite strong year-on-year growth of 20%, ModularWalls was leaving money on the table \u2013 in the form of leads not followed up and quotes not sent. Founder and Director of Innovation Nick Holden shares the changes ModularWalls has made and the leadership approach that has allowed his business to thrive and double that growth, while keeping one eye on scaling even further.<\/p>\n","protected":false},"author":1,"featured_media":51853,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"48403fe6257049e8b0e5603653ddc64f","post_meta_title":"","ai_synopsis":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2520,2477,2472,2488,2529,2621],"sf_content_type":[],"coauthors":[2659],"class_list":["post-51849","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-customer-story","sf_topic-leadership","sf_topic-small-business","sf_topic-smb-spotlight","sf_topic-thought-leadership","sf_topic-success-stories"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How I lead: Nick Holden, ModularWalls | Salesforce<\/title>\n<meta name=\"description\" content=\"Despite strong year-on-year growth of 20%, ModularWalls was leaving money on the table \u2013 in the form of leads not followed up and quotes not sent. 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