Picture this: You’re navigating the tumultuous waters of career transitions, battling adversity, and emerging stronger. One such inspiring journey is of Beth Leonard. I recently had the pleasure to sit with the inspiring COO of R3, whose journey from earning $8 an hour in retail to becoming the COO of a thriving IT company exemplifies resilience, adaptability, and the undeniable power of grit.
From Adversity to Achievement
Beth’s story is one of overcoming obstacles. Starting her career in retail in Northern Virginia while juggling motherhood at just 21, she faced the harsh realities of an expensive city. Her courageous leap into the IT field led her and her son to spend a year in a homeless shelter as she pursued certifications and self-learning. Fast forward to today, Beth stands as a beacon of hope and a leader who not only achieved professional success but also dedicates herself to giving back to the community that once supported her. Even after receiving a life-altering stage 4 cancer diagnosis, she continues to lead with strength and perseverance, reminding us that “adversity is inevitable, but it’s how we push through that defines us.”
Building Success in the MSP Space
Beth’s transition from 27 years in federal government contracting to the MSP world underscores the value of diverse experience. Her advice to MSP leaders is simple yet profound: Look beyond the MSP box when sourcing talent. “Business is business. IT is IT. Cybersecurity is cybersecurity,” she shares. For Beth, success hinges on leveraging talent from various industries and providing robust onboarding to bridge any gaps. Fresh perspectives can ignite innovation and deliver unexpected advantages to MSPs.
Avoiding Common Pitfalls: The Power of Foundations
Beth emphasizes that a solid foundation is the backbone of any successful business—think processes, systems, and continuous improvement. Here are her key recommendations:
- Documented Processes: Leverage frameworks like ITIL or ISO 20000 to streamline operations.
- Integrated Systems: Align financial, timesheet, and quoting systems for enhanced visibility into profitability.
- Focus on Improvement: Clear processes facilitate the identification of what’s working and where to improve.
“Without a solid foundation, businesses risk chaos instead of clarity,” Beth warns.
Delivering World-Class Customer Experience
When it comes to customer experience, Beth’s message is crystal clear: it’s about delivering consistency and excellence. She champions investing in people, refining processes, and leveraging technology to create a seamless customer experience. Her formula for success? Focus on people, process, and technology. By systemizing and documenting what “good” looks like, MSPs can ensure exceptional service every time.
Unlocking the Secrets to Building Winning Teams
So, what makes a team truly exceptional? For Beth Leonard, the answer lies in a unique blend of leadership strategies, cultural alignment, and a passion for empowering people. During our conversation, she shared her innovative approach to leadership, customer engagement, and team building that sets her apart.
Redefining Customer Experience: Beyond Surveys
Many MSPs rely on ticket-based surveys to gauge customer satisfaction, but Beth takes it a step further. Her approach focuses on engaging in real conversations with clients, conducted by a separate quality assurance team. This strategy helps achieve response rates as high as 95%, far surpassing the industry average. It fosters stronger partnerships, early identification of misalignments, and continuous improvement through actionable insights. Beth’s philosophy? “It’s not about what you want to hear; it’s about what you need to hear.”
Firing Toxic Clients: Standing by Your Team
Leadership isn’t solely about serving clients; it’s also about protecting your team. Beth shared how R3 has let go of abusive clients to safeguard their people. “We won’t tolerate abuse,” she explained, emphasizing the importance of fostering a supportive environment for employees.
The Puzzle Approach to Building Teams
For Beth, every team is like a puzzle, with each piece possessing unique strengths and passions. Her strategy involves:
- Aligning roles with individual passions and strengths.
- Reassigning team members to better-fit roles instead of writing them off.
“Sometimes, it’s not about letting someone go but finding the right place for them in the bigger picture,” she shared.
Reverse Culture Fit Interviews: A Game-Changer
In a groundbreaking move, R3 invites top candidates to interview the company. This “reverse culture fit” process pairs candidates with employees across all levels—help desk to executive—allowing them to ask questions and assess cultural alignment. This transparency ensures that new hires resonate with R3’s values and team dynamics, building trust from the outset.
The Takeaway: Empowering Teams for Success
Beth’s leadership playbook is a masterclass in balancing empathy, accountability, and innovation. Her approach inspires leaders to:
- Embrace open dialogue with clients and teams.
- Prioritize cultural fit and employee well-being.
- Build teams with a long-term vision, treating each member as a vital piece of the puzzle.
In her words, “We’re not perfect, but we’re committed to growing, learning, and winning together.”
The Key Takeaway
The biggest takeaway from our conversation is simple yet profound: hiring should prioritize the alignment of values and culture. By involving team members and allowing candidates to assess the company, you create a foundation for long-term success. When both sides have clarity and confidence in the fit, it leads to a stronger, more cohesive team.
Want to Learn More?
If you’d like to connect with Beth Leonard, she’s just a message away on LinkedIn or through the contact information on R3 IT’s website: www.r3-it.com
As I summed it up, “Building a winning team starts with a hiring process rooted in mutual respect and alignment. It’s not just about finding the right person—it’s about creating the right partnership.”
Let’s redefine hiring—one meaningful connection at a time. If you’re looking for more practical insights, be sure to subscribe to our YouTube channel.
